FREQUENTLY ASKED QUESTIONS
How long will it take to ship my order?
We ship across the globe. All domestic and international orders take approximately 7-15 business days to be shipped and delivered from the date of order receipt. These delivery times are subject to location, distance and our logistics partners.
Please note: The delivery time of customised orders may vary. The customer will be informed about the same at the time of placing the order.
How much will shipping cost?
Domestic orders: Enjoy free shipping in India. No COD option available.
International orders: Shipping is chargeable on international orders. To place an order please write to us at firstname.lastname@example.org
Once the order is confirmed from your end (over email) our team will revert back to you with a confirmation email including the shipping charges.
Could I change the shipping address of the order?
Shipping details can be edited before your order is billed or shipped. However, all changes must be emailed within 24 hours of placing an order online.
What if I am not home when the package is delivered?
Our delivery agents will attempt to deliver the package three times before it is returned to us. Please provide your complete & accurate address including zip code and mobile number to ensure a seamless and quick delivery.
What happens once I place an order?
Once an order is placed and confirmed, you will receive order related emails in two stages:
An order confirmation email once you place the order.
A shipment email once the order is dispatched from our studio to your address. You will be able to track your order on the website of the relevant courier company through the tracking code in the second email.
Returns & Exchanges
What is Kacha Tanka’s policy on returns and exchanges?
We follow the highest quality control standards and ensure that each product is made with the care and workmanship that our customers expect. As a policy, we do not offer returns or exchanges on our products.
In case of a size issue we offer exchange on the product. You will be asked to courier the product back to us at our mailing address. All shipping charges at time of product exchange are to be borne by the customer. All shipping costs are non-refundable.
Please ensure that the product has not been used and shipped back in its original form with the tags intact. The appropriate documentation must be maintained prior to returning the product(s). Only after careful review of the returned product by our quality team, will the decision to exchange the product be made and the requested size be delivered to you.
Please note: The exchange offer is only valid on products purchased on full price and not applicable on products purchased during a special promotion or sale. We do not offer exchange on custom made pieces.
Mailing Address: B 355 (basement), Sushant Lok 1,Sector 28, Gurgaon, Haryana -122001
What if there is a size issue with the product delivered?
In case there is an issue with size of the product delivered, the product can be exchanged.
Please notify us within 48 hours of order receipt at email@example.com with subject: SIZE EXCHANGE, your order number, date of transaction, delivery address and an image of the delivered item. Clothing sent to us without a prior email will not be accepted. Our team will look into the issue and revert back as soon as possible.
Please ensure that the product has not been used and is shipped back in its original form with the tags intact.
What if a piece is incorrectly shipped or there are fulfilment errors?
All orders go through a stringent quality check before shipping. However, in the off chance that you have received an incomplete order or in case of fulfilment errors, we are open to re-fulfilling your order.
Please notify us within 24 hours of order receipt at firstname.lastname@example.org with subject: FULFILLMENT ERROR, your order number, date of transaction, delivery address and an image of the delivered item. Clothing sent to us without a prior email will not be accepted. Kacha Tanka must be notified within 24 hours of order receipt about your intent to exchange. Our team will look into the issue and revert back as soon as possible.
Please ensure that the product has not been used and shipped back in its original form with the tags intact.
Are in-store returns or exchanges allowed for online purchases?
Online purchases cannot be returned or exchanged in our stores.
What is your order cancellation policy?
Orders may be cancelled within 24 hours of placing an order online. In the event of a cancellation, your payment will be returned to your account within 2-3 weeks.
What is your refund policy?
We do not offer refunds on orders due to the time and labor that goes into each product. Refunds are only processed based on fulfilment errors, such as incorrectly shipped or missing items. The amount will be refunded via store credits or a coupon code equal to the order value within 2-3 weeks of intimation only after careful inspection and assessment of the issue by our team.
How can I order?
Which other modes can I use to place an order?
How can I place a customised order?
What payment methods can I use?
Our website enables customers to use their credit or debit cards while making payments via Citrus, our payment gateway partner. For other payment channels and for payments on international orders, please feel free to call us or write to us.
What should I do if the payment is not accepted?
If you are unable to make payments online, you can write to us to notify us about the problem. We will try and resolve the problem for you as soon as possible or facilitate an alternative payment channel.