For your convenience, our most common customer questions are answered right here.
Not finding what you want? Reach out directly through our Contact Us page.
MY ACCOUNT & MY ORDER
How should I check the status of my Order?
As soon as the product is shipped, you will receive an e-mail from us. If you still have apprehensions, write to us at email@example.com, and your issue will be addressed in 48 hours.
I tried placing my order using my Debit Card/ Credit Card/ Net Banking. The order was not successful but my money got deducted. What really happened with my money?
- Please check your bank/ credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days.
- For assistance you can write to us at firstname.lastname@example.org, we will be happy to help you out.
How will I get confirmation that my Order is placed successfully?
An email will be sent with your order information confirming your order and another email when your order is shipped out. However, the order will be accepted and sent to you once your credit card/ debit card and address details have been approved and verified. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive.
How will I receive my Order?
We have tie ups with reputed courier companies, so your orders will be delivered right to your doorstep. All orders will be delivered in fully sealed packages to protect your goods and ensure that they reach you in perfect condition.
How do I place my order?
To place your order, follow these steps:
- Browse through our wide catalogue of products until you find something you like, click the Add to Cart button (you are eligible to add multiple products to your cart)
- Browse the website and choose all required products using the above step
- To checkout – Click the Cart menu. If you have a coupon code, enter it and click the Apply Coupon button.
- Click the Proceed to Checkout button to continue.
- Enter your details: Name, Address and Contact Details.
- Review the Your Order section and click the Place Order button.
- Choose the desired payment method. Your options are: Credit Card, Debit Card, Net Banking, Wallets, and UPI.
- Complete the payment to confirm your order.
What should I do if my payment fails?
In case of a payment failure, please retry keeping in mind the following:
- Information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking) and that your internet connection is not disrupted in the process
- If your account has been debited after a payment failure, it is normally rolled back to your bank account within 10 business days. For any further clarification, you can email us on email@example.com
Are there any hidden charges?
There are absolutely no hidden charges. Any octroi or sales tax is actually borne by The Indus Valley. You pay only the amount that you see in your order summary.
Is it safe to shop online if I make payment using Net Banking, Debit Card or Credit Card?
All Credit Card, Debit Card, and Net Banking transactions are processed over a secure encrypted connection.
SHIPPING & TRACKING
Do you accept international orders?
No, not right now. However if you have any special requests, please write to us at firstname.lastname@example.org
Do you apply any shipping charges?
Yes, the shipping charge will appear as soon as you enter your address.
What is the delivery time period?
Orders are delivered within 7 – 8 working days. Delivery time may vary depending upon the shipping address.
Please note: Soapstone Products are hand delivered by our team in two weeks. These products are custom made and hand delivered to ensure it reaches you safely. This product category is available only in Chennai n Bangalore.
RETURNS & REFUND
When are Refunds provided?
We work to provide the most hassle-free online shopping experience. You are covered and your money safe.
Refunds are issued when
– Seller cannot provide replacement
– When a dispute has been ruled in your favour
When are returns not possible?
There are certain scenarios where it is difficult for us to support returns
– Return request is made outside the specified time frame
– Product is damaged because of use or Product is not in the same condition as you received it
– Products with tampered or missing serial numbers
– Anything missing from the package you’ve received including price tags, labels, original packing, freebies and accessories
– Fragile items
CANCELLATION & RELATED QUERIES
How do I cancel my order?
Please contact our customer care at email@example.com to cancel the order and put in an online refund request. If the order is shipped already, unfortunately we wouldn’t be able to cancel it.
In case you desire any changes or edits in your order, please write to us at firstname.lastname@example.org. Our customer care team will help you out with customized solutions wherever possible.
What to do if I forgot my password?
Just click on ‘Forgot Password’ option and we will send password reset link on your email address registered with us.
Will I automatically receive marketing emails from you after registration?
If you register with us, you are inevitably getting subscribed to our newsletter. If you don’t wish to receive our newsletter, you can click on the unsubscribe link in the newsletter.
Do you take Bulk Orders?
Yes, we do. You can mail us with your order at email@example.com. We can work out a great discount for you depending on your quantity.