Frequently Asked Questions
How do I contact you ?
You can contact us on 8908302809 between Monday & Friday (10 am - 6.00 pm). Or drop us a mail at firstname.lastname@example.org. We'd love to help you with your queries.
What are the different ways to connect with SootiSyahi?
You can provide your e-mail address in our newsletter box in the footer of the website to subscribe to our newsletter. Also, you can follow us on Facebook & Instagram by liking/following our social media handle @SootiSyahi. This will keep you updated about promotions, our new launches, blogs or about hiring.
Is it necessary to have an account to shop on SootiSyahi?
Yes, you do not need to have an account to shop on SootiSyahi, but we do recommend you to have account to track your orders and purchases and availing different promotional discounts.
What is ‘My Account’?
From my account, you can access all the information related to your order(s). It gives you complete control to do the following:
- Edit your personal information like Name, Address, etc.
- Change password
- Check your order history?
- Return & Exchanges requests
How do I sign up?
To signup, you just need to click on the top right of our website. Click on the ‘Create One’ option below login to create your account.
How do I reset my password?
To reset your password, please click on “Forgot Password” option available in the Account/Login page. Enter the email address and the link to set a new password will be mailed to your registered Email ID.
ORDER RELATED QUERIES
How do I know once my order is confirmed?
Once your payment is authorized and your order is completed, you will receive an email from SootiSyahi confirming the order placement. You would be provided with the Order Number, details of the order and the amount you have paid. You will also receive an SMS confirming the same.
How are orders placed on www.sootisyahi.com, delivered to me?
Once the order is placed, we ship the order through one of our various courier partners. All these partners are reputed logistic service providers. Once your order has been shipped you will get an email and an SMS informing you the details of courier partner and an AWB number using which you can track your shipment.
Can I change my delivery address or mobile number once the order is placed?
Unfortunately, that is not possible at the moment. Since the system would have already passed the mobile number and address to our warehouse to pack and ship your product. You can email us at email@example.com to inform about such a situation. We will try our best to get the same resolved if the order is not shipped. In case the package is returned to us after attempted delivery or because of a wrong shipping address provided by the customer at the time of placing an order, we will be able to offer a partial refund after deduction of Rs 200 for shipping.
I am unable to place an order.
We are sorry you're facing hiccups while placing an order; we'd hate to inconvenience you further. So here are some options: Try using a different browser or device if possible or contact us on firstname.lastname@example.org or call us on 8908302809. We are available on WhatsApp too, ping us on +91 8908302809. Our team will try to resolve your issues as soon as possible.
I would want to cancel my order.
You can cancel your order before it is shipped. Once shipped, and you choose to cancel the order there would be a deduction of 200 INR, as the charges we had to bear to have the products packed , onward and reverse shipping.
I am an international customer but want delivery in India. Is this possible?
Yes. It is possible for us to deliver your shipment to India. We would need the complete shipping address along with a local contact number. If the delivery address is of a Hotel, would recommend you to give us your personal local contact number which would be reachable at all times.
When can I expect my order? How many days does it take for delivery?
We ship within 2-3 days of you placing the order. For international shipping it takes about 12-15 days. For domestic shipping it takes 7-9 days. In case of any exception we would call and inform you.
SHIPPING RELATED QUERIES
Are there any shipping charges?
Shipping is free for all prepaid domestic orders. A shipping charge of Rs.150 will be applicable to all COD domestic orders below Rs 1500, above Rs1500 domestic orders shipping charges will be waived off.
COD is not available for international orders, and Shipping charges for our international customers will be calculated during check out depending on the order value, delivery location and dimensions of your order
How does the delivery process work?
SootiSyahi uses reputed logistics provider/partner to deliver products to your doorsteps. Once your order is placed, one of our logistic partners would pick the product from us and deliver it to you.
How can I track the delivery of my order?
Once your order is placed, SootiSyahi assigns your order to one of our logistics partners. An SMS would be sent to your registered phone number with the details of the logistics partner along with the AWB#. You can track the order using the AWB# on their respective website 24 hours after your order is shipped out.
What should I do if I miss the delivery?
We understand that you can’t wait at home (or office - whatever your delivery address is) right from the time you’ve placed the order till it’s delivered to you. We will make three attempts to deliver the order to you; each attempt on a consecutive day. So, in case you have missed the order delivery, please write to us at email@example.com or call us on 8908302809 along with your order number and we shall take care of it. In case the package is returned to us after an attempted delivery, we will be able to offer a partial refund after deduction of Rs 200 as the charges we had to bear to have the products packed ,onward and reverse shipping.
Why is Cash On Delivery payment option not available at my location?
Few places are not covered for COD by our delivery partners. Any inconvenience you face is regretted. This issue might also occur if the cash amount payable at the time of delivery exceeds a certain limit which is decided by our courier partners. We would suggest to make the payment through Credit Card, Debit Card, or Net Banking.
Do you deliver all over India?
Yes, we do deliver all over India. If delivery service is not available through our partnered courier companies, we will ship your order through India Post. This would be possible only for prepaid orders.
Do you ship internationally ?
Yes, we do ship worldwide .
Who bears the custom charges ?
Customers have to bear custom charges or any other additional charges . From 21 July 2021 onwards, all our EU customers have to bear the VAT charges apart from the customs charges.
What delivery carriers do you use? How do I track my order?
We have tied up with reputed courier companies such as FedEx, DTDC, Bluedart, Delhivery, etc. You will receive an email with your tracking details once we dispatched your order. You can track your order 24 hours after your order has been shipped.
Can I open the package before making the payment for COD orders?
No, our courier person will hand over the package to you to open only once the payment has been made. We recommend you to avoid accepting any package if it has tampered.
What do I do if my shipment has tampered?
If you think, you have received the product in a bad condition or if the packaging is tampered with or damaged before delivery, please refuse to accept the package and return the package to the delivery person. Also, please email us at firstname.lastname@example.org mentioning your Order ID. We will personally ensure that a brand new replacement is issued to you with no additional cost.
PAYMENT RELATED QUERIES
What payment options can I use?
For shopping with ease, our sootisyahi.com offers you several payment options that are absolutely safe and secure. You can chose to pay with a credit or debit card using our secure payment gateway. We have various wallets to pay from and have EMI facility to pay. You can also use our PayPal gateway to complete your transaction incase you are an international customer. You may opt to pay using Credit card , Debit card , Net Banking & Direct deposit to our account.
Are there any hidden charges?
There are no hidden charges. The prices shown against each product are the final prices inclusive of GST.
What if the amount got debited from my account, but have not received any confirmation mail and message?
We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been received by us yet. Do not worry, please send us a mail at email@example.com and we'll sort it together.
What should I do if my payment fails?
If your payment fails, you can complete the order with the COD option or retry the payment using a different payment method.
What are the modes of payment?
You can pay through Online Payment and Cash On Delivery. COD is available only in India
REFUND AND EXCHANGE POLICY
What is your Return Policy?
SootiSyahi practices a simple and hassle-free Exchange & Return Policy. Customers have to raise a Return Request through https://sootisyahi.myshopify.com/apps/return_prime We do have 'refund to source account’ policy. However, we would also be happy to exchange your product for a different product or offer Store Credits. Shipping Charges, in all cases, are non-refundable. No Returns or Exchanges would be acceptable if the Return Request form is not raised within 7 days of receiving the product. If you want to return any one product from the combo or sale or from frequently bought together, the discount will be revoked.
Products bought during sale can only be exchanged and are non refundable. The sale discount will not be applicable on exchange requests
How do I initiate Return/Exchange?
If unfortunately you have to return or exchange an order, please do so within 7 days of delivery through https://sootisyahi.myshopify.com/apps/return_prime . No return or exchange request would be accepted if the request is raised after 7 days .
What should I do in case of the manufacturing defect/damage product/wrong product?
If you have received a defective or wrong product, it will be eligible for replacement. You can return it to us and the shipping charges including the reverse shipping charges will be borne by us. We may request you to send us a snapshot of the defect at firstname.lastname@example.org Or contact us on 8908302809 .
Do I get a Cash Refund for the returns made?
Yes, the refund is processed to your original mode of payment. The refund would be processed through our payment gateway partner.
What is the pick-up process?
Once you have initiated the process for a pick-up, we request our logistic partners to arrange a pick up from your doorstep. They would, in turn, get in touch with you and get the item picked up. Please keep the items with tags intact . The Pick-Up boy would come check and pack the product along with the label.
I have changed my mind and would like to retain the product.
Please contact our customer support team in case you want to cancel the reverse pick up of your item. If the item is already picked up by the Logistics Service Provider from your doorstep, we would not be able to cancel the return. You will have to place a fresh order for the product.
When are Returns/Exchange not possible?
When the below-mentioned points are not fulfilled, returns or exchanges are not possible.
- The return needs to be initiated within 7 days from the date of delivery
- Item(s) of the order should not be used or damaged.
- Tags of the items should be intact and not removed.
- If the product is customized on your request.
When is the refund initiated?
Refunds would be initiated once the returned product has reached our warehouse. Refund will happen with 7-8 working days.
I would like to ship the return myself to SootiSyahi. How do I do that?
We have logistic partners who would pick up the product from your doorstep and return it back to us. In the extreme circumstances, you may be asked to send the products through a reliable courier if reverse pickup facility is not available in your area. If you choose to self-ship the products, kindly address the package to the below-mentioned address.
Ist Floor, S. No. 3-4
Khadi Gramodyog Road
Note: The refund amount will exclude the shipping charges if paid during the purchase.
Within how many days would my shipment be picked up?
The return shipment is picked up within a 3-5 days from the time the reverse pick up has been arranged. You would be notified on the day of pick up.
PRODUCT RELATED QUERIES
Are the products shown on website accurate?
Products on our website are handmade .We take great pains in ensuring that we photograph all our products under standard lighting conditions so that the product image you see is as close to the product. However, there may be minor variations in the color of the fabric, dyes, prints of the product image you see on your monitor / mobile phone screens / laptops etc. and the actual product. And we believe imperfection adds to the charm of handcrafts.
How do I find a product on the website?
We have made an elaborate structure of categories and subcategories on the Home Page to help you find what you are looking for. If you are unable to locate the item in the given filters, you can simply type the name in search bar and check the relevant results. You could also reach us on phone or social media for the direct link.
How can I find out about the details about the product sizing, material and colour?
All the products listed on our website have detailed product descriptions. When you click on the product you like, you will be taken to the Product Page. On this page, you can find product sizes, Material, Color and Washing Instructions mentioned in details. There is a detailed Size Chart that you can refer to while buying blouses/dresses/kurtis across the website.
Do you have discount for first time buyers?
Yes, we do have discount for first time buyers. You subscribe us and use code SOOTIFIRST for 10% discounts.
What do I do if I face fitting issues?
We recommend you to first check size chart before placing an order. Incase you do face any fitting issues we can surely exchange it for you. Or we can fix it for you, after you have shipped it to us.
Do you take bulk orders?
Yes we do deal in bulk orders. Please fill in your details in Bulk Query form with your queries and we will revert you with our offers.
How do I locate your store?
You can locate our office through Google Maps, by entering SootiSyahi in the search bar.
Can I buy fabrics from you?
Yes you can buy fabrics from us in bulk. You have to fill bulk query form given in quick links.
How can I send my order as a gift?
Get in touch with us through email@example.com and we will be happy to giftwrap your product, add a personalized note (incase you need one) and route the gift to recipient's address!