1. How can I track my order
To check the status of your order, click on ‘Track your order’ to see the real-time updates.
2. How long will it take to ship my order?
We strive to process and ship every order within 48 business hours. You can expect to receive your order in 4 -7 business days depending on your location.
The delivery timeline depends upon the delivery address of the customer.
For metros & Tier 1 cities, it may take 3-4 working days, whereas for Tier 2 & 3 cities & rural areas, it may take 5-7 working days.
For International orders, the average delivery time is 7 -15 business days depending on the country of residence.
Note – If there are any alteration that needs to be done to the product, shipping time may vary by a day or two, depending on the extent of the changes required.
3. What do I do if I received a Tampered box?
If your package has been opened or tampered with, we request you to not accept the shipment and immediately inform our customer support team at +91 7381021894 or Swalenshop@gmail.com
4. What do I do if I receive a Damaged/Wrong Product?
If you have received a damaged product, please reach out to our customer support team immediately at +91 7381021894 or Swalenshop@gmail.com
a) You should ensure the product is unused
b) Share images of the Wrong/Damaged Product (Try to capture the damaged area of the product)
5. Are the colours of the products shown on the website accurate?
The colours of the products on our website have been portrayed as accurately as possible, however, monitors and screens of electronics devices differ in their display of colour, so it may slightly vary depending on the display screen.
6. What do I do if an item from my order is missing?
Kindly reach out to our customer support team as soon as your order is delivered at +91 7381021894 or Swalenshop@gmail.com
7. Will I get separate shipments if I buy 3-4 products or will it be in a single shipment?
All products will be shipped as a single shipment.
8. Why is my order being Cancelled?
We generally do not cancel orders but due to unforeseen circumstances sometimes we may have to cancel an order. Our support team will keep you posted if your order has been cancelled.
9. What is your cancellation policy?
If you wish to cancel your order you can reach out to our customer support team at +91 7381021894 or Swalenshop@gmail.com
10. I just cancelled my order when will I receive my refund?
For prepaid orders refund will be processed within 2-5 business days after the order is cancelled. The refund will be credited into the same payment mode using which the payment was made.
RETURN AND EXCHANGE
1. What is your return and exchange policy?
Our returns and exchange policy gives you an option to return or exchange items purchased from our website for any reason within 48 hours of receipt of the item. We only ask that you don’t use the product and preserve its original condition, tags and packaging.
2. How many times am I eligible for an exchange?
We only offer a one-time exchange policy.
3. Will my return order be picked up by your logistics team?
We offer pick-up facility for locations which are serviceable by our logistics partners. The products must be unused, unwashed and all the tags should be intact. Our logistics partner will pick up the return package in 2 – 5 business days from the date the request was placed.
If the reverse pick-up option is not available at your location, you can self-ship the products to us by any reliable courier service after raising a return request. Please pack the products and ensure that it is unused, unwashed and all the tags are intact. The return courier charges will be re-imbursed by us.
The package should be addressed to our warehouse location:
7001/- sashita complex, mahaveer chowk, parvat patia, surat – 395010
4. How long will it take for me to receive the refund of my returned product?
Once the return order reaches our warehouse, the order items will go through a quality check by our Quality check (QC) team. Once it clears QC, the refund process will be initiated in 48 business hours and the amount will reflect in your source account in the 2 to 3 business days.
If the refund is to be made for a COD order, the amount will be transferred via NEFT and reflect in your account within 5 -7 business days.
Note – In case the product does not clear the QC, we will not be able to process the refund.