FAQ

1.  When will you dispatch my order? What do I do if I have not received my order?
Our dispatch time is between 3-21 days from the date of placing the order.  Although 95% of  orders are dispatched in 21 days or less but some orders may take up to 30 days for dispatch.

If your order has not been shipped even after 21 days of your placing the order please check the status of your order in the “My Accounts section of our website.  You can view the status and other information of all your orders, whether pending or fulfilled, that you have placed with Shop Kiravi by going to “My Account” section on the top right after you login to your Shop Kiravi account. This will take you to “My Account – My Orders" page, where you can view the status of all your orders. Here you will get the latest updated information about the status of your order.

2. Which products are eligible for size exchange?

Only apparel and shoes are eligible for size exchange only once. Home and décor products, beauty products are not eligible for exchange. 

3. I have created an Exchange request. When will the product be picked up?
Normally, pick up happens within 7-10 working days after the exchange request has been generated by the customer.

4. How do I return the products I ordered?
We do not have any product return policy. We only allow size exchange for the products purchased only once. In case the next size you want is not in stock, we will provide you a credit voucher worth the price of the product (excluding COD charges & GST ).

5. I have created a Return request. When will I get the refund?

We do not have any money refund policy. We only allow size exchange for the products purchased only once. In case the next size you want is not in stock, we will provide you credit voucher worth the price of the product (excluding COD charges & GST). Also if you receive any faulty items, you can initiate an exchange and we will replace it with the correct product.

6. How will I detect fraudulent emails/calls seeking sensitive personal and confidential information?

If you receive an email, a call from a person/association claiming to be from our website seeking sensitive confidential information like debit/credit card PIN, net-banking or mobile banking password, we request you to never provide such confidential and personal data. We or our affiliate logistics partner never ask for such confidential and personal data. If you have already revealed such information, report it immediately to an appropriate law enforcement agency.

7. I have made the payment already but I have not received my order?

Relax, your money is safe with us. Our estimated delivery time is between 3-21 days once you place the order. You can review the status and other information of all your orders, whether pending or fulfilled, that you have placed with Kiravi. To check the status of your pending orders, click on                                                                                             link in the top right after you login to your Kiravi account. This will take you to your “My Account – My Orders"page, where you can view the status of all orders.

8. Do I have to exchange all the products in my order at the same time?

You can raise the exchange request once for an order. So, please try all the products you’ve received in one order before initiating the exchange process as we do not provide multiple exchanges for the same order. You can exchange one product / multiple products from an order.

9. I have a problem with my replacement order?

Please note that we don’t have any second exchange policy. But if you have any other issues with your replacement order please click on Contact Us and leave a message. The customer service team will contact you.

10. I have received a partial order / incomplete order?

We try to ship all products of an order together. However, sometimes few products of an order may get dispatched from different locations. If so, we might ship some products out first and ship the remaining in a separate shipment to ensure that you don’t wait any longer than you have to. We will notify you each time a shipment is dispatched or it is out for delivery, so that you can track it till we deliver the complete order.

11. I have received a damaged product. What’s next?

Kindly reach out to us for the damaged product within 48 hours of delivery. You can visit the “My order” section on the website and click on the order number & request exchange by selecting the appropriate reason damaged product received. While we investigate, request you to please make note of the below pointers:

Please do not use the item for which claim is being raised.

You may be required to provide information like, short description of the case (A few questions will be asked to help us understand the scenario)

The snapshots of the product , packet and other boxes (If any) (Try to cover the sides which look tampered/damaged as per the Users.

Also, no exchange or credit voucher will be issued if the product is found to be used after quality investigation.

12. My products have been picked up for exchange. What’s next?

As your products have been picked up, now your replacement order will be processed and it will be shipped at the earliest. Also, in case if you have opted for a credit voucher, then the voucher will be activated post pickup.

13.  Can I modify the shipping address or mobile number of my order after it has been placed?

Yes, you can change the address or mobile number after you have placed the order. Kindly note no changes can be made after the order has been marked as “Packet Ready for Dispatch“.

14. Will all the products be shipped out together?
We try to ship all products of an order together. However, sometimes few products of an order may get dispatched from different locations. If so, we might ship some products out first and ship the remaining in a separate shipment to ensure that you don’t wait any longer than you have to. We will notify you each time a shipment is dispatched or it is out for delivery; so that you can track it till we deliver the complete order.

15. How does the COD (Cash on Delivery) payment option work?

To pay for any order using Cash on Delivery (COD) mode of payment, please select the ‘Cash on Delivery’option on the payment page. Cash on Delivery option is available only in selected pin codes and up to a maximum order value of Rs.3000/-. However the COD option may differ from customer to customer depending upon the order rejection percentage from a particular customer’s registered email id. For avoidance of doubt, ‘Order Rejection Percentage’ shall mean any undelivered orders which are returned from the address provided by the customer. In such scenarios a customer will not be provided a COD (Cash on Delivery) payment option and customers will have to place a new order using Pre-payment options. Please note that for COD facility there is a convenience fee charged at the time of payment.

16. Why can’t I see the COD option on my payment page?

If you do not see a COD option on your payment page, this may be due to one of the following reasons:

* Our courier partners may not support the Cash on Delivery option for your delivery address.

* However the COD option may differ from customer to customer depending upon the order rejection percentage from a particular customer’s registered email id. (Order Rejection Percentage shall mean any undelivered orders which are returned from the address provided by the customer).

17. Why was my order cancelled?

Unfortunately, in some cases Kiravi might be forced to cancel an order due to inevitable circumstances such as: non availability of the product, non-delivery of the order due to restrictions etc.

18. How can I cancel my order /can I cancel my order after I’ve placed it?

Yes, you can cancel the order only up to 24 hours of placing the order as after that your order will be considered as confirmed. Go to “My orders” section of your account and under the order, you will be able to view the “Cancel “option. Once you click on that, your order will be cancelled and the refund will be processed, if it’s a prepaid order. Refunds normally take between 3 – 7 business days & some banks may take up to 21 days due to internal processes.

In case of COD order, just click on the cancel button & your order will be cancelled. 

19. How do I place an exchange request for my product(s) bought on Kiravi?
If you would like to exchange products purchased from Kiravi, please follow below mentioned steps:

* You can create an exchange for products purchased from Kiravi within the specified exchange period under the “My Orders” section. If your address is serviceable for exchange you will be able to proceed with exchange.

* Place the product in a packet but do not seal it. Please ensure the product is unused, unwashed with all the tags intact.

* Please ensure that you have the original item available with you at the same address which has been selected for delivery of the exchange item.

* At any time, you can track the status of your exchange requests under “My Orders”.