FAQsJuly 21, 2021 2022-11-20 18:49
Frequently Asked Questions
I need to purchase an item; how should I make the payment?
I'm interested in a product, but I'm not sure about the size I should get?
You can view our size chart to get an idea of the sizes we offer. However, if you still have any confusion, you can contact our support agents at [email protected] with your queries and details of the product you’re interested in.
Can I return a product if I change my mind about it or it doesn’t fit me?
Ensuring customer satisfaction is our top priority. We try to help you in making an informed purchase by displaying accurate images of our products. Hence, a full refund or exchange is only valid within 07 days of delivery; if the product does not fit you. In such cases, the customer is required to pay the shipping charges. However, refunds and exchanges for customized products are not offered under any condition. To safely pack and return an item, you can visit our Returns page for a step-by-step guide.
The sizes available do not seem to fit me. Can I opt for a custom fit?
Yes, we offer a “Custom” option while selecting your size. After selecting this option, you will be asked to enter your body measurements. Once your order is received, our customer support executive will get in touch for further details and measurements.
Is free shipping applicable to all countries?
Yes, free shipping is available to all countries where we ship. However, a few exceptions are Russia, Brazil, Israel, and OAFC sanctioned countries.
Once I've placed my order, how long before I receive it?
Our regular orders are usually shipped within 10-15 business days. However, due to the varying nature of products, it can take up to 20-25 business days for your order to be shipped. In cases of customized orders, the items may be dispatched anytime between 2-8 weeks.
Once the order is dispatched, it will take 3-5 business days for the items to be delivered to you.
What should I do if I haven’t received my order?
To keep track of your order, you can check its status by visiting the Track-order page. You will need to enter your First and Last Name as well as your Order Number. The tracker will provide you with updated information about your order. If the delivery date has passed, you can email us at [email protected].
I’ve received a damaged piece. What should I do?
To make sure you receive the best, we ensure quality and customer satisfaction. As soon as you notice a fault in any of our pieces, you must contact our Customer Care team with:
- The Order Number
- The Order Number and Name of the damaged item/items
- A detail of the damage (along with photographic proof)
We will contact you within 24 hours after verifying the details and upon satisfaction, we’ll send you a replacement as soon as possible.
My payment was declined. What should I do?
Your payment may have been declined for any of the following reasons:
Incorrect Billing Address and Phone Number:
To avoid this, cross-check that the billing address listed in your account matches the one on your payment method.
Credit Card Limit Reached:
It is possible that you have reached your daily or total credit card limit when your card was charged. To fix this, you can try ordering on another day or use a different credit card with a higher limit.
Credit/Debit Card Number:
Make sure you correctly insert the credit or debit card numbers.
Credit/Debit Card Expiry:
Check for the expiration date on your credit card, If your card is expired, update your credit/debit card information and try again.
Paypal Account Out of Funds:
If you’ve listed PayPal as your payment method, make sure you have sufficient funds to make the purchase.
Can I customize an item? What details do I need to provide?
Are there charges for customized orders, asking for quotations, and general discussion?
Are other fabrics available for custom orders?
Can I get items made in any type of leather?
What’s the process of a custom order?
I am hesitant to place a custom order because of sizing and accuracy concerns. How can I pay for something I have not seen?
Your concerns are valid and to ensure you don’t face any troubles, we design an illustration based on the details you have provided. We also approach sizing and design issues in the following ways:
Sizing: Once you are satisfied with the illustration, our Customer Care team guides you on taking your correct body measurements or you may also refer to our sizing guidelines. Considering you have taken your measurements correctly, there is no chance of sizing issues.
Design & Quality: Before shipping your order, we send you pictures of your finished product so that you have a chance to review the design, material, stitching, and various other details.
Can I get my custom order replaced?
Your Custom Order will only be replaced if there is a sizing issue. If there is an issue with the fit, we provide the first alteration free of cost. However, the customer is required to pay the shipping charges. Because we share pictures before shipping, your Custom Order cannot be replaced for design issues.
How long does it take for custom orders to be delivered?
We aim to deliver your custom order within a minimum timeframe. However, due to the varying nature and factors of a custom order, your order may be delivered anywhere between 4-8 weeks. Since we don’t have a specified timeline, we suggest you keep in touch with our Customer Care team or track the status of your order using our Track-order page.
In case you have a deadline for your order, you are required to convey your desired date to the Customer Support Agent at the time of placing the order.