Returns
If something is not right with your order, write to us within 24 hours of delivery and we will look at it.
Please do read this page before placing your order, so that you know where you stand. If you only need a different size, our exchange policy is likely to suit you better.
At a glance
How a return works
Email thekaftanshopindia@gmail.com with your order number and the reason for the return. We will confirm whether your pincode is serviceable for a reverse pickup. Where it is not, the piece will need to be sent back to us at your own cost, and it should reach us within about 7 days of the original delivery date. Timelines here are indicative and depend in part on the courier.
Common questions
Why is the return window only 24 hours?
Everything we sell is cotton wear that is worn next to the skin, so a piece that has been out for several days cannot fairly be sold to somebody else. Keeping the window short is what lets us accept returns at all and keep our prices where they are. Please do open and check your parcel as soon as it arrives.
Why is 25% deducted from my refund?
Reverse pickup courier charges within India are high, and on top of that the deduction covers the payment gateway charges we have already paid on your order and the handling involved in checking and restocking a returned piece. It is deducted from the product value, and the balance is refunded to your original payment method.
What condition does the piece need to be in?
Unused and unworn, with no visible signs of wear, washing, alteration, stains or odour, and returned in its original packing with all tags still attached. If a returned piece does not meet this, we will not be able to accept it, and we will send it back to you.
What happens after I send the piece back?
We check it against the conditions above. If it is accepted, we start the refund, which usually reaches you within about 10 days of acceptance, depending on your bank. If it is not accepted, we will tell you why and courier the piece back to you. We do try to be reasonable, and the assessment of whether a returned piece is in saleable condition rests with us.
My order arrived damaged, or is not what I ordered.
Please write to us within 24 hours of delivery with your order number and clear photographs of the outer packaging and the piece. This is handled separately from an ordinary return and we will sort it out with you.
I would like a different size rather than a refund.
That is an exchange, and the terms are a little different. Please see our exchange policy.
I am ordering from outside India.
We are not able to offer returns or refunds on orders shipped outside India. If your order arrives damaged, is faulty, or is not what you ordered, please write to us at thekaftanshopindia@gmail.com within 24 hours of receiving it, with photographs, and we will do our best to help.
I bought this at a pop-up or exhibition.
Pieces bought in person at our pop-ups and exhibitions cannot be returned or exchanged online.