ORDERS, SHIPPING AND DELIVERY
Why have I not received my product yet?
Due to unforeseen circumstances, it is possible that your order might get delayed. We will send you an e-mail informing you about the delay along with the new expected delivery date.
Visit the My Orders page in your My Account and click on TRACK ORDER to get real time status of your order
How do I track the status of my order(s)?
To get updated with real time status of your Order please visit the My Orders page in your My account and click on TRACK ORDER .
What is the difference between shipping and delivery?
Shipping refers to packing and dispatching of your order. You will find a shipping timeline on the products displayed on our site (E.g. Dispatched within 5 days). This refers to the number of working days it will take to dispatch the product from our end. The delivery may take 1-5 days depending on the address specified for the order.
Do I have to pay any shipping or delivery charges?
Shipping/Delivery charges are specific to a product and are visible on the product page. There are many products with free delivery as well.
What should I do if I find my package opened or tampered at the time of delivery?
Please don't accept an open or tampered package. Report your concern by contacting us through phone or mail within the 24 hours(perishable items)-5 days(non-perishable items) from date of delivery. We will revert to you with a suitable option.
Which courier company do you use for delivery?
We are associated with a number of reputed courier partners. The courier service provider for your order is assigned based on your location.
I want to ship something abroad. Can I do that?
As of now we have our presence within India. However, you can place orders to India from anywhere in the world, provided your Billing Address is also of a location within India.
CANCELLATIONS AND RETURNS
When will I get my refund?
In case you opt for a refund in your bank account, it would take 7-10 working days and in case of store credits, it will be initiated in 24-48 hours.
How do I return or replace a product?
For returning an item, product or goods, you are required to communicate to us about the same by opting for the Return option provided in the description of the said product/goods/item in your account history, within 24hours(for perishable),and, within 5 days from the time of delivery of the product/goods/item describing us in detail the reason of your decision to return the said product, item or goods.
If you fail to adhere to any of the requirements mentioned in this policy completely and/or if we do not find the reason for the request of return to be genuine and/or reasonable, then we shall decline the said request accordingly. If we are satisfied that the complaint is genuine, our concerned person shall come to the same place of delivery for the pickup so that we can further analyze the product and the request.
If it is not feasible to make the said pickup due to operational reasons, you shall need to send the item/product/goods back to our address as communicated to you. Reverse shipping charges shall be borne by the customer. We shall not attract or be responsible for any liabilities that may result in any damage of the Products during transit of such reverse shipping by the customer. After receipt of the product, goods or item, we shall thoroughly analyze the product/goods/item and the request. We may also send the product/goods/item to the concerned seller or vendor and wait for his receipt, approval and opinion about the same. Subject to the foregoing factors, the terms and conditions of this policy and our adopted practices and procedures, we shall take a decision accordingly.
It is the responsibility of the customer to check and confirm that the packaging and/or seal of the products/goods/items are intact at the time of their delivery to avoid any undesirable situation involving return, replacement or refund. If the customer fails to perform this obligation, we shall not entertain any request for return, refund and/or replacement based on the grounds of faulty packaging or seal.
Furthermore, subject to the acceptance from the concerned seller or vendor, any user and/or customer may return an already delivered item, goods or product and may get a refund or replacement for the same, in accordance to the terms and conditions of this Policy, if
- it was not the same item which was placed an order for,
- it did not have any or all the parts and/or portions as mentioned in the description at the time of delivery and/or
- it was found to be damaged by user at the time of receiving it.
- Unhappy with the product quality
- Size / Fit Issue
Notwithstanding anything written above, there shall not be any return of any product, item or goods by virtue of the reason of wrong selection made by the customer. Products including but not limited to perishables like grocery, pantry, meal kits, hygiene clothing items like lingerie, inner-wear, socks, other personal care products and any and all such products, items and goods which we deem fit to be included in this list, once delivered, shall not be returned at any cost. Any request of return which is not fully complied with the time-frame and other necessary requirements of our policies shall not be entertained. If a customer is unable to provide the original packaging and/or freebies, documents, combos and other accessories of the products or goods given at the time of delivery, there shall be no returns for the same. If the returned product or goods is not the same or not in the same condition as that of at the time of its delivery, then we shall not accept the return. Furthermore, any consumable product or goods which has been consumed, utilized and/or taken benefit of shall not be eligible for return too. If due to any action or omission of the customer, the product or goods has got damaged, stained, scratched, unsealed, defected, dented, soiled, un-consumable, holed, worn, torn, has been washed or tampered with, then such product or goods shall also be rendered ineligible for any returns by the customer to us. The product name, brand, code, tags, serial and/or article number must also be intact for it to be considered valid for return. The product, goods or item shall be eligible for return only if it does not violate any of the conditions and requirements mentioned in this Policy.
We’ll arrange for pickup of your package within 4 working days of receipt of your request through one of our courier partners.
How do I cancel my order?
You can cancel your order any time before the shipping of your product. You can go to ‘my account’ and request ,else, just contact us for support. We will cancel it and initiate your refund.
What do I do if I receive a wrong product?
If you receive a wrong product, we request you to report your concern through clicking on “Return Product link – Select “Return Reason” from dropdown and Click on “ Submit” or call us within 24 hrs(perishable items)-5 days(non-perishable items) of receipt of your order. We’ll get back to you and arrange reverse pickup for the product within 4 working days of receipt of your complaint. You can choose to have refund/replacement of the product.
What do I do if I receive a faulty product
If you receive a faulty product, we request you to report your concern through clicking on “Return Product link – Select “Return Reason” from dropdown and Click on “ Submit” or call us within 24 hrs( perishable items)-5 days(non-perishable item) of receipt of your order.. We’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint and inspect the product. If the product is found to be faulty/defective, we’ll exchange it for you/refund the entire amount, as per your request.
What are the Terms and Conditions for return/replacement?
Our return and exchange policy ensures that you have a hassle-free shopping experience with bengalsouk.com. Our service guarantees your purchase and gives you 100% of your money back in case we falter on our commitments.
Following are the terms and conditions for return/replacement.
- Products must be in their original condition
- Only unused, unaltered, unsoiled products with their original tags will be accepted
- Brand packaging should be intact
- If the product value is less than Rs.500, or it was a COD payment,amount will be refunded in Store credit which can be used in parts or fully in the next 1 year
- Brand's policy shall apply for specific branded product. We source branded products and these
- products are bound by brand policies of repair, exchange, refunds and cancellations thereby binding the customer with the same
- Replacements will be made basis availability of that product on the website
I am not satisfied with the quality of product I received. What should I do?
Dont worry! If you are not satisfied with the quality of your product, we request you to report your concern by clicking on “Return Product link – Select “Return Reason” from dropdown and Click on “ Submit” or call us within 24 hrs(perishable item)-5 days(non-perishable item) of receipt of your order. We’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint, check for the product quality and if approved, we’ll initiate refund/replacement of the product as per your request.
I bought an item and it does not fit my size. Can I change it?
Absolutely!! bengalsouk offers a “No question asked size change policy” for your apparel . You can get the size exchanged anytime whilst sitting at home. We request you to report your concern through clicking on “Return Product link – Select “Return Reason” from drop down and Click on “ Submit” or call us within 5 days of receipt of your order.. We’ll get back to you and arrange reverse pickup for the product within 4 working days of date of receipt of your complaint and replace with the right size.
What do I do if the product received is physically damaged?
If you receive a physically damaged product, we request you to report your concern through our clicking on “Return Product link – Select “Return Reason” from drop down and Click on “ Submit” or call us within 24 hrs(perishable item)-5 days(non-perishable item) of receipt of your order. You will then be requested to share images of the product. Once approved, we’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint, check for the physical damage and if approved, we’ll initiate refund/replacement of the product as per your request.
How long will it take to cancel my order?
We take 1-2 business days to cancel your order and initiate refund if applicable. You will be intimated once cancellation is complete.
What if I choose to have replacement and the product is sold out on bengalsouk?
Replacements are made basis availability of the product on the website. If the product is not available on the website, we’ll initiate refund post your confirmation.
What do I do if product received is different from the description on bengalsouk?
If you receive a product that is different from the description on bengalsouk.com, we request you to report your concern through clicking on “Return Product link – Select “Return Reason” from drop down and Click on “ Submit” or call us within 24 hrs(perishable items)- 5 days(non-perishable items) of receipt of your order. You will then be requested to share images of the product. Once approved, we’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint. You can choose to have refund/replacement of the product.
Is there any item not eligible for return/replacement?
All items which can be resold are always eligible for return. The following items are not eligible for return/replacement:
- Items that have been worn/washed/soiled
- Innerwear, lingerie cannot be returned on account of hygiene
- Products which were sold as combos/sets, are not eligible for return/replacement as individual items
- Seal open branded electronic items cannot be returned in case of not being happy with the product as they can’t be resold
- In case of branded electronic items, brands’ return, repair and replacement policy will apply
Do I need to pay the courier company to send my product back? Will I get the money back?
In case of the reverse pick up arranged from our end you will not be charged for the same. If it is not feasible to make the said pickup due to operational reasons, you shall need to send the item/product/goods back to our address as communicated to you. Reverse shipping charges shall be borne by the customer in such cases. We shall not attract or be responsible for any liabilities that may result in any damage of the Products during transit of such reverse shipping by the customer.
When will I get my refund?
Your refund should happen as per the below mentioned timelines. Please note that the refunds are dependent on external agencies such as banks, payment gateways and external couriers (for cheques).
| Debit Card/Credit Card/Net Banking
|| 5-10 working days from the refund initiation date
| NEFT transfer
|| 5-10 working days from the refund initiation date
| Store Credits
|| 5-10 working days from the refund initiation date
I paid cash on delivery, how would I get the refund?
If the mode of payment was cash on delivery (COD), we will initiate the amount refunded in Store credits and you can do a future purchase of any product from bengalsouk.com without any hassles.
What about my refund after cancellation?
Your payment is secured with us. We take approximately 7-15 working days to complete your refund request. The refund amount will be credited in the same account as you had made the payment from. Refunds can also be made in Store credits which you can use to purchase any other product from bengalsouk.com.
How will I get a refund for the product I cancelled or returned?
For returned products, we would try to find a replacement for the same. In case of non availability of the similar product , refund will be initiated..
For both cancelled orders and returned products, refund amount will be credited back into the same account (online banking, credit card, debit card) that you had used to make the purchase or you may also opt for Store credits .Only Store credit option is applicable in case of cash-on-delivery payments.
Can I ask for NEFT refund if I paid through Credit Card/Debit Card/Netbanking?
We are sorry, in case you paid via credit card/debit card/netbanking, the amount will be refunded in the same account as the one you made payment from.
PURCHASING ON bengalsouk.com
Do your products come with guarantee/warranty details?
Please read the product page carefully for more details.
I haven't received any SMS/e-mail confirmation about the order I just placed on bengalsouk.com. What should I do?
First,Please check if our mails have landed into your spam folder.Please mark them as 'not spam'.If still there is an issue do Contact Us with your transaction details and we will look into it immediately and get back to you with the confirmation.
I have added a few products to my cart but I won't be buying them now. Can you save my list?
Yes, absolutely. We will keep your cart saved with us. The selected items will not be removed unless you remove those. However, since our inventory sells out fast, it is advised that you complete your purchase as soon as you can.
Can I buy more than one product in one go?
Yes, you can. As you click the Buy button on a product page, it gets added to your shopping cart. You can add as many products as you want and then pay for the entire order in one go!
I am interested in a product that is sold out. How can I buy it?
Don't be disheartened if a product you like is not available currently. Click the Notify Me button/link on the product page. We will let you know the moment your selected product is back in stock.
I don't know how to buy online. What should I do?
Don't worry if you have never bought online. Here are the steps to buy products and deals on bengalsouk.com.
- Click the Buy button on the product or deal you like.
- Click the Proceed to Payment button.
- Enter your name, e-mail ID and phone number .
- Enter your shipping address if you are buying products.
- Click Proceed to Payment button.
- Select your payment mode (Credit card, Debit card, Cash on Delivery, Credit Card EMI). If you are not comfortable paying online, you can choose the Cash on Delivery option and pay on the actual delivery of your product. The option, however, does not apply if you are buying deals.
How do I know my purchase is complete?
You will see a confirmation message on the screen along with your order number. You would also receive a order confirmation over email and SMS .
I did not get an invoice with my product bought from bengalsouk.com. What should I do?
All products are delivered along with an invoice. In case an invoice is not given to you along with your delivered product, please Contact Us with your transaction details and we will look into it immediately.
What is Store Credit?
Store credit are points offered by a store to a customer who returns an item not eligible for a refund or purchased using COD option. It can be used to buy other goods at the store. You may exchange merchandise or receive store credit in the amount of the item's last sale price. A merchant normally issues a store credit when a customer returns merchandise that cannot be exchanged. Bengalsouk reserves the right to amend policies related to distribution/redemption of Store Credit.
Can I use Store Credit to purchase any product or deal on bengalsouk.com?
You can use Store Credit to purchase any product on bengalsouk.com.
What is COD?
COD refers to Cash On Delivery. It doesn’t matter if you don’t want to use your credit/debit card or use internet banking. You have the option of paying for the purchase at your doorstep. Just place your order and make cash payment upon the delivery of your order.
Can I pay COD (Cash On Delivery) for every product I buy on bengalsouk.com?
The cash-on-delivery option is not available on all products. The product details page indicates whether cash on delivery is applicable for a particular product.
What information does bengalsouk.com store when I pay using my card?
We do not store any card details of the our customers.
What kind of cards I can use on bengalsouk.com?
You can save any Master/Visa credit card and any Master/Visa/Maestro debit card. The card should have been issued in India.
My transaction failed but the money was deducted from my account. What do I do?
Please Contact us with your transaction details and we will look into it immediately. If your money has not reached us, it will surely be refunded back to your account.
How does the refund process work and what is the time limit?
Once the order is cancelled at the merchant’s website or in case of failed transactions, bengalsouk.com ensures that you get the amount to be refunded within 7-15 days of cancelling the order depending upon the bank.
Does Store Credit have an expiry date?
Yes, Store Credit has an expiry date. Depending on the reason due to which Store Credit has been credited to your account, it is assigned a specific expiry date. You may check the expiry date of your Store Credit under My Store Credit section in your profile. You need to be logged into your account to view this.