CUSTOMER CARE
Q: How do i get touch with your Customer Care Team?
Our Customer Care Team is always happy to help.
Call or WhatsApp us on +91 9311300714 at 9:30 am – 6:00 pm IST ( Monday to Saturday) except all national holidays or email us team@heenakochhar.com
Call or WhatsApp us on +91 9311300714 at 9:30 am – 6:00 pm IST ( Monday to Saturday) except all national holidays or email us team@heenakochhar.com
Q: When will the Customer Care Team respond to my request?
Our Customer Care Team will get in touch with you within 24 hours to help you resolve your query.
SHIPPING & DELIVERY
Q: What are the shipping rates?
We ship worldwide. The shipping charges for all shipping within India is free and is completely borne by us. However, the shipping charges for international shipping will be additional and will be charged based on the weight and volume of the product and the country where the delivery is being dispatched. Shipping charges will be shared upon inquiry.
Q: Are there any duties and taxes applicatble?
For Indian customers:
Product Prices displayed are inclusive of all taxes and duties.
For International Customers: Most countries are shipped to on a DDU(Delivery Duty Unpaid) Basis, which means product prices displayed are exclusive of all import duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are in, payment of these at the time of delivery is necessary to release your order from customs on arrival that may be applicable in your country.
For International Customers: Most countries are shipped to on a DDU(Delivery Duty Unpaid) Basis, which means product prices displayed are exclusive of all import duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are in, payment of these at the time of delivery is necessary to release your order from customs on arrival that may be applicable in your country.
Q: Can I change the shipping address of the order?
Yes, you can change the shipping address of your order only before it is billed or shipped. Please contact our Customer Care Team at the earliest.
Q: When will my order be delivered?
Product will be delivered in 30 – 40 days depending on the outfit ordered. For urgent deliveries/queries, please contact us directly. Please note that deliveries can be affected in case we do not receive any of the below information on time:
Information:
1. Complete payment is not received
2. Incorrect/inaccurate address details
3. Measurements
4. No response from the customer
Please note that we try our best in ensuring that the product reaches you within time. In order to fasten our process, we have tied up with several third party vendors for quicker deliveries. However, in case of delay from a third party, we do not take any responsibility.
Information:
1. Complete payment is not received
2. Incorrect/inaccurate address details
3. Measurements
4. No response from the customer
Please note that we try our best in ensuring that the product reaches you within time. In order to fasten our process, we have tied up with several third party vendors for quicker deliveries. However, in case of delay from a third party, we do not take any responsibility.
Q: Can I collect my online order from the Heena Kochhar Store?
Yes, you can collect your online order at any of Heena Kochhar retail stores. Please ensure to contact our Customer Care Team and inform them about your preferred store for delivery within 24 hrs of placing the order.
Q: Can I book an order for delivery to more than one address?
No. You will need to place separate orders for different shipping addresses.
Q: What if I am not available when the order is delivered?
As a policy, our courier partners will always call you before delivery to check your availability. However, in case the order arrives when you are not available, it will be re-dispatched after your confirmation.
Our delivery partner will get in touch with you to reschedule your delivery. A maximum of three attempts will be made to deliver an order at the given shipping address, failing which the order will be sent back to our warehouse facility in Delhi. Our Customer Care Team will then get in touch with you to understand the issue and help find a solution.
Our delivery partner will get in touch with you to reschedule your delivery. A maximum of three attempts will be made to deliver an order at the given shipping address, failing which the order will be sent back to our warehouse facility in Delhi. Our Customer Care Team will then get in touch with you to understand the issue and help find a solution.
ORDERS
Q: Is there any limit to the quantity I can order?
No, there’s no limit. Shop your heart out!
Q: How can I track my order?
You can start tracking your order as soon as it has been shipped out. An email will be sent to you with the tracking details, all you need to do is visit our courier partner’s website and track the journey of your order in real time!
Q: Do you offer Made to order service?
All Heena Kochhar ensembles are made-to-order. Please enter your details in the made to order form and our stylist will get in touch with you soon.
For further assistance, please get in touch with our Customer Care Team.
Q: How do I know what size to order?
To help you find the perfect fit every product display page on our website has a ‘Size Guide’ section for your ready reference.
Q: Can I cancel my order?
We reserve a right to accept or reject orders placed through our Site.
We have tried our utmost best to provide the best quality products to you. In case of requests for order cancellations, as part of our policy, the orders once placed will not be canceled/exchanged and no refund will be paid on these orders as these orders are specially made for you.
We have tried our utmost best to provide the best quality products to you. In case of requests for order cancellations, as part of our policy, the orders once placed will not be canceled/exchanged and no refund will be paid on these orders as these orders are specially made for you.
Q: What do I do if my order is received in damaged condition?
If your order has been damaged or tampered with, you can refuse to accept it and return it to the courier personnel with all of the original packaging intact. Please do report the incident to our Customer Care Team immediately.
Q: What happens if the wrong product was delivered to me?
In an unlikely event that the product you received is not what you ordered, please contact our Customer Care Team within 24 hours of delivery.
They will help arrange for a reverse pick-up and ensure the correct order is delivered to you at the earliest.
They will help arrange for a reverse pick-up and ensure the correct order is delivered to you at the earliest.
Q: What are the online payment options available on your website?
We accept all Credit/Debit cards and Internet banking service of all major banks. We also accept wallet payments. For special cases, we allow bank deposit (NEFT / cash deposit) of order amount prior to order confirmation. Please contact our Customer Care Team to know more.
Q: What if I order multiple products?
If you order multiple products with different dispatch dates, all the products are shipped as one shipment, once all products in your order are ready. However, if you wish to receive some products earlier, you can call us at +91 8287053688 or email us at team@heenakochhar.com and we shall get back to you on the same.
Q: What is the time frame for receiving orders?
Every piece is handcrafted at the studio and goes through multiple processes before we are able to create the perfect piece for you. Usually, the time frame will be anytime between 30-40 business working days. In case of urgent orders, you can call us at +91 8287053688 or email us at team@heenakochhar.com and we shall get back to you on the same.
OTHER
Q: How do I track my order?
Once the order has been dispatched, you will receive a courier tracking number on request. For additional information, you can email us at team@heenakochhar.com with our order number.
Q: Are the colors of the products shown on the website accurate?
All our pieces are handcrafted in house at our studio. We ensure that our pieces are shot in standard light giving colours truest and nearest to our pieces. However, due to the intricacy of work involved in our pieces, there may be minor variations in the colour of the fabric, dyes, prints or embroideries of the product image you see on your screen and the actual product.
Q: I am based out of India and want to place an order for delivery in India. Can I do that?
Yes, you can have your order delivered to India by placing it from anywhere in the world. Please ensure you enter the correct PIN code in the shipping address.
Q: Is there a limit to the quantity that I can order?
No, there’s no limit. Shop your heart out!
