MACHI – Frequently Asked Questions

About MACHI

1. What is MACHI?

MACHI is a women’s fashion brand based in Jaffna, Sri Lanka, offering stylish, comfortable and affordable clothing for everyday wear, workwear, casual occasions and special moments.

2. Where is MACHI located?

Our showroom is located at:

108, Post Box Junction, Palaly Road, Thirunelvely, Jaffna, Sri Lanka.

500m from Thinnai Hotel and Next to Commercial bank Thirunelveli Jaffna.

You can also shop our collection online through our website.

3. Can I visit the MACHI showroom?

Yes! You're welcome to visit our Jaffna showroom and explore our latest collections in person.

Products & Sizes

4. What type of clothing does MACHI sell?

We offer a range of women's clothing, including:

• Tops
• Kurta tops
• Dresses
• Co-ord sets
• Casual wear
• Workwear
• Cotton wear
• Wide-leg pants
• Seasonal collections
• Sale items

5. How do I choose the right size?

Please check the size chart provided on each product page before placing your order.

If you're unsure about your size, contact us with your measurements and the product you're interested in, and we'll be happy to assist.

6. Are MACHI products available in all sizes?

Sizes vary depending on the design and collection. The available sizes are shown on each product page.

If your preferred size is unavailable, you can contact us to check whether it will be restocked.

7. Will the colour look exactly like the photos?

We make every effort to photograph our products accurately. However, colours may appear slightly different depending on your device screen, lighting and photography conditions.

8. Are the products ready stock?

Products marked as available on our website are generally available for purchase. However, stock can change quickly, especially for popular designs.

Ordering

9. How can I place an order?

You can place your order directly through our website:

machi.lk

Simply select your preferred product, choose your size, add it to your cart and complete checkout.

10. Can I order through WhatsApp, Instagram or Facebook?

Yes, you can message us through our social media pages if you need help with a product or order. Better contact us to place the order via online or WhatsApp for quick response.

For the quickest and easiest checkout experience, we recommend ordering through our website.

11. Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible.

Once an order has been processed or dispatched, changes or cancellations may not be possible.

12. Can I order multiple products in one order?

Yes. You can add multiple products to your shopping cart and complete them as a single order.

Payments

13. What payment methods do you accept?

We accept the payment methods displayed during checkout. Currently we are accepting VISA, MASTER, COD, Bank Transfer. For bank transfer please contact us while ordering.

Available payment options may vary from time to time.

14. Is online payment secure?

Absolutely yes. Payments are processed through our secure payment gateway system. We are using PAYHERE payment gateway which is one of the secured payment gateway in Sri Lanka. MACHI does not have access to your full card details.

Delivery

15. Do you deliver across Sri Lanka?

Yes, MACHI offers delivery within Sri Lanka. COD is not available outskirts of the city limits. If you are placing COD then please contact us before placing an COD order. 

📞 Call / WhatsApp:
+94 75 597 9600

16. How long does delivery take?

Delivery times can vary depending on your location, courier service and order processing time.

Our standard delivery time is 3-5 Working days. If there is any seasonal holidays there will be delays due to service operation. We will update you if any delays and at the same time you can contact us.

17. How much is delivery?

Delivery charges depend on the delivery location and order details. Standard delivery charge across Sri Lanka is Rs 400. The applicable delivery charge will be shown during checkout or confirmed by our team.

18. Can I track my order?

If tracking is available for your order, we will provide the relevant tracking information once your order has been dispatched.

19. What happens if I am not available when the courier arrives?

The courier may contact you to arrange delivery. If delivery cannot be completed, additional arrangements or charges may apply depending on the courier's policy.

Returns & Exchanges

20. Can I return or exchange an item?

MACHI accepts returns/exchanges subject to our Return & Exchange Policy.

Please check the policy before purchasing, particularly for sale items and items that may not be eligible for return.

21. Can I exchange an item for a different size?

Size exchanges may be possible depending on product availability and our exchange policy.

Please contact us as soon as possible if you need a size exchange.

22. Can I return a sale item?

Sale and promotional items may have different return/exchange conditions. Please check the product or sale terms before placing your order.

23. What if I receive a damaged or incorrect item?

We're sorry if there's an issue with your order. Please contact MACHI as soon as possible after receiving the package and provide:

• Order number
• Photos/videos of the item
• Description of the issue

Our team will review the issue and assist you.

Order Problems

24. What should I do if my order hasn't arrived?

If your expected delivery time has passed, please contact us with your order number and delivery details so we can check the status of your order.

25. I received the wrong product. What should I do?

Please contact us immediately with your order number and photos of the product received. We'll investigate and assist you with the next steps.

26. An item I want is out of stock. Will it be restocked?

Some products may be restocked, while others are limited collections.

You can contact us or follow MACHI on social media for restock announcements.

📞 Customer Support

27. How can I contact MACHI?

You can contact us through:

📞 Call / WhatsApp:
+94 75 597 9600

28. How quickly will MACHI respond to my message?

Our response time may vary depending on the volume of enquiries. Mostly you will receive the response via WhatsApp 📞 Call / WhatsApp:
+94 75 597 9600 within an hour. But  we'll do our best to respond as soon as possible during our customer service hours.