Faq – Kalagrami

Frequently asked questions

Questions about Refund

1When are Refunds provided?

We work to provide the most hassle-free online shopping experience. You are covered and your money safe.
We will endeavour to replace the product with an identical product. We may also offer a similar product of same or lower value as replacement.
We may suggest issuing you credit note, which can be utilised for shopping from this website within 90 (ninety) days from the date of issue.
In case you are not entirely satisfied with the replacements suggested, we will refund the entire amount paid by you.
After confirmation from you, we will intimate our payment partner to initiate refund process. We will keep you informed of this activity.

2I have still not received the refund to my bank account. Why?

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with our payment partner for the same.
Sometimes financial organisations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will be glad to help you.

Questions about Returns

1What is Kalagrami Free & Easy Return policy?

We assure you that all products sold on Kalagrami.com are brand new and 100% genuine. In the unlikely event that any merchandise you have bought from us is not received in good condition, is damaged or defective, customers may exchange the merchandise unused, and in the same condition as he/she purchased it, in its original packaging along with original tags. It would be necessary to provide all financial transaction details, along with bills/invoices provided.
Requests for returns are accepted provided we are intimated about the request within 30 (Thirty) days of receipt of the products. (Please note this is only the apparel sold by Kalagrami for other sarees and craft products there is no return and no refund as the weavers and the craftswomen are making those on order)
The product cannot be returned in conditions which indicate that this product has been used, washed, ironed or tampered in any way.

2How do I return an item purchased on Kalagrami.com?

Returns are easy, simply follow these steps: You can use the Return Order link from the footer.

Contact us and provide Order ID details.
Please ensure that the product return is initiated within 30 (Thirty) days of receipt of the article.
Customer Support will confirm the return request and will inform you about the pickup process within one working day.
Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
We do not charge extra for returns and all replacements/pickups are done free of cost.
We support Replacement across categories in case of the damaged item.
In case of Refund, the entire amount paid by you including shipping and gift charges are transferred to your account. The time taken will be governed by the policies of our payment partner.
Replacement is subject to availability of stock. In case a Replacement is not available, we will refund the amount of the same.
Made-to-order/custom products or international cannot be replaced or returned.

3Do I have to return the free gift when I return a product?

Yes. The free gift is included as part of the item order and needs to be returned along with the originally delivered product.

4Can I return part of my order?

Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.

5I need to return an item, how do I arrange for a pickup?

Returns are easy. Contact us to initiate a return. You will receive a call explaining the process, once you have initiated a return. We will facilitate the pickup of the item. In case the pickup cannot be arranged, you can return the item through a third-party courier service. Return fees are borne by us.

6Kalagrami.com indicates that the return/replacement is not possible? Why?

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.
Product is tampered with.
Product is from Sale
Items that are returned without original packaging, freebies or accessories.
Items are returned without original receipts and tags.
Made-to-order / special products/international order cannot be returned or replaced. Which means painted sarees, dhokra products, woven sarees and durries etc cannot be returned.

7What is the pickup process? Why I have been asked to ship the item?

Once you have requested for a replacement, we will schedule the pickup of the originally delivered product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
We arrange for pickup from most of our customer locations. Please follow the instructions you receive by email.
In case we can't pick up the item from your location, we will inform you.You can ship the product back to us. We will reimburse the shipping charges against the original receipt.
Include all price tags, labels, original packing and invoice along with the product. Pack the item safely to ensure against damage in transit.
Mention the Return ID on the package so that we can acknowledge your return.
Do retain the original receipt for the courier charges you have paid, it will be required to reimburse the shipping charges. Also note down the courier tracking id for any future reference.
Refund/replacement will be initiated as soon as we receive the product from you.

Questions about Replacement

1What is Free Replacement?

If you have received an item in a 'Damaged' or 'Defective' condition, or it is 'Not as Described’, you may request a replacement at no extra cost. Returns are covered by a 30-Day Replacement Guarantee. (Please note that this is for the apparel sold by Kalagrami and not on other handicrafts which are custom made, such as Sarees, show pieces etc.
Replacement is subject to availability of stock. If the product is out of stock, you will receive a full refund, no questions asked. You may, however, look at the existing stock and order a replacement from the same, subject to the same or lower price.

2What is Kalagrami Replacement Guarantee?

If you have received a product in a damaged or defective condition or it is not as described, you can return it to get a replacement within 15 days of delivery. Please contact us with a replacement request. The item will be recalled and a brand new replacement will be shipped to you, at no extra cost.

3I have requested a replacement, when will I get it?

Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement.
In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up/received.
If you don't get the return within the promised date, contact us immediately.

4What items can I exchange?

You can exchange an item for the same product in the size/color of your choice.
We hope you understand that the product can only be used for trial and cannot be used, washed, ironed or tampered in any way. Please include all price tags, labels, original packing and invoice along with the product.

5I have changed my mind and would like to retain the product. What do I do?

Please call us to cancel your return request immediately and we will do the needful. In case the replacement is already dispatched, you can reject the replacement item when it is delivered to you.

Questions about Delivery

1Does Kalagrami.com deliver internationally?

Yes Kalagrami.com does deliver internationally. And whats cool is that you buy the products at the Indian price and just pay for the shipping based on the weight. Please order from where ever you are !

2Kalagrami.com does not/cannot ship to my area. Why?

Kalagrami uses the services of Delhivery & FedEx for shipping its products. Delivery is governed by policies followed by Delhivery and FedEx.
Please enter your pin code on the product page (you don't have to enter it every single time) to know whether the product can be delivered to your location. If you haven't provided your pin code until the checkout stage, the pin code in your shipping address will be used to check for serviceability. Whether your location can be serviced or not depends on:
Whether our shipping partner ships to your location. Legal restrictions, if any, in shipping particular products to your location. The availability of reliable courier partners in your location. At times couriers prefer not to ship to certain locations. This is entirely at their discretion.

3Why does the estimated delivery time vary?

You have probably noticed varying estimated delivery times for products you are interested in. Delivery times are influenced by product availability, your geographic location and destination, and the courier partner's time-to-deliver in your location.
Please enter your default pin code on the product page (you don't have to enter it every single time) to know more accurate delivery times on the product page itself.

4What is the estimated delivery time?

Please refer the shipping partner’s (FedEx & Delhivery) site for more details.
Estimated delivery time depends on the following factors:
The product.
Product's availability.
The destination to which you want the order shipped.
Some hand painted or hand woven products can take 15-30 days. Order ahead of time.

5Why does the delivery date not correspond to the delivery timeline?

It is possible that we or our courier partners have a holiday between the day you placed your order and the date of delivery, which is based on the timelines shown on the product page. In this case, we add a day to the estimated date. Some courier partners do not work on Sundays and this is factored into the delivery dates.

6What are the delivery charges?

Delivery charges vary depending on the value of the shopping cart.
We charge a sum of Rs 100/- for each order below or equal to Rs 4999/-. There is no shipping charge for orders having value greater than Rs 5000/-.

Questions about Cancellation

1How do I cancel an order?

You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.
In case the item you have ordered has been shipped but has not yet been delivered to you, you may still cancel the order online. Your refund will be processed once we receive the originally ordered item back from the courier.
An order cannot be cancelled once the item has been delivered to you.

2What do I do to cancel an item in the order?

Log into your Kalagrami account and go to the 'My Orders' page.
Identify the item you want to cancel and click on the corresponding 'View Details' link.
In the detailed order page, you will see 'Cancel' links against each of the items in that order.
Click on the 'Cancel' link, indicate the reason for cancellation, choose a mode of refund and confirm cancellation.
Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible.

3How long will it take to process my cancellation request?

Once you request the cancellation of item(s) in your order, it will take us a maximum of 2 business days to cancel the order and initiate procedures for replacement / refund. You will be notified of the same by email.
If the Order Status shows the item(s) in your order as 'Shipped', we will process your cancellation request directly with our logistics partner. Your refund will be processed soon after we receive the cancelled items back from the courier.
The refunded amount will be made available as per the terms of the finance partner.
However, if you opt for having the money transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please get in touch with the bank directly in case of any delays post confirmation of cancellation / refund by Kalagrami .

4Why do I see a disabled 'Cancel' link?

A disabled 'Cancel' link can mean the following things:
- The item is being shipped together with another order of yours.
The item is non-refundable (eg. e-Gift Vouchers or made-to-order items).
In any of the above cases, you can get in touch with our Customer Support for more information.