1. Do I need to have an Estrolo account to shop?
◦ As an Estrolo member, you’ll have many benefits, including having to share your personal details just once – typing information every single time can be such a buzzkill, no? You can track the status of your orders and we’ll know what you love – and send you little alerts and recommendations, so that you don’t miss any of the lovely stuff. You can also share your reviews and ratings on your purchases – helping other Estrolo members make better choices, and us improve our services.`
2. How do I create an account in Estrolo?
◦ It’s simple. Click on Sign Up on the login screen, share your details like email id, phone no., address and set your password. We’ll send you a email confirmation link which will give you full access to the Estrolo experience.
3. I forgot my username / password. How can I retrieve my account details?
◦ Click on “Forgot Password” in the login screen and we’ll send you a link to your registered email that will help you to reset your password.
4. How do you use the information provided in my account?
◦ The information that you provide us with, will be retrieved automatically every time you shop. That means you won’t have to enter the same information over and over again. When you’ve already entered your address once, we know where to send your purchases, while your order status will be sent to your email ID right away.
5. How do I know the status of my order?
◦ Once your order has been made, logged and the payment authorisation has been received, we’ll send the mail acknowledging the same. Once the seller confirms receipt of the order and begins processing it, you will get another email with a unique tracking number in your Estrolo account which can be used to check the status of your order.
6. I am not able to place an order. Please help!
◦ Oh! No problem here. When it doubt, chat it out with our executive online OR write to us at connectwithus@Estrolo.com OR call us at +91-9515121551 and our support team will help sort it out.
7. I have a specific requirement for a product and I am not able to find it in the site. Please help!
◦ Write to us at connectwithus@Estrolo.com and we will go to the ends of the earth to make sure you find exactly what you want.
8. How do I pay for a purchase made on Estrolo?
◦ You can pay easily and securely through our various payment options like internet banking, credit and debit card. Our trusted payment gateway is taken care by Citrus payment solutions, which uses encryption technology to keep your information totally confidential always.
9. Do you support cash on delivery?
◦ Cash on delivery is available on our products.
10. Is it safe to use my credit / debit card on your account? What security mechanism do you have in place?
◦ We’ve tied up with Citrus payment gateway to make it super secure for you to shop on Estrolo with your credit/debit card. Citrus Cash uses Verisign certified 128-bit encryption technology and is PCI-DSS (Payment Card Industry Data Security Standard) certified to ensure the security of your credit/debit card, net banking information at all times. No matter what the transaction, no one can access the information but you. So yes, your information is probably more secure on Citrus Cash than it is anywhere else!
11. Are there any hidden charges associated with purchases made in Estrolo?
◦ Zero. There are absolutely no hidden charges associated with our platform. All prices quoted on the site are inclusive of all taxes for shipment within India. The prices you see, are the prices you pay in India. For deliveries outside India, you might have to pay the applicable local taxes, custom duties, import duties as applicable in the country which needs to be paid at the time of delivery for its release from the custom authorities.
12. Which are the locations where you currently ship?
◦ The product categories are shipped all across the country.
13. How much time does it typically take to deliver a product?
◦ The time taken to deliver particular product depends on factors like the availability at the seller’s place, how far you are from the seller, time taken by the courier partner to deliver. The tentative delivery timelines are between 7-10 days and typically we deliver faster than our stated timelines.
14. What are your delivery charges?
◦ Shipping of products is free within India for most of the products.
15. I need to cancel an order that I placed earlier. How can I do that?
◦ Simple. Write to us at connectwithus@estrolo.com and Relax
16. I made a purchase on Estrolo. But I’m not sure I want it. How do I return it?
◦ At Estrolo we completely understand how much you love what you bought at our store. So it must really break your heart to return it. We’ll do all we can to make it less heartbreaking for you. Do write to us at support@Estrolo.com/ call us at +91-9515121551 (Mon to Sat : 10 am to 6 pm).
17. What is your refund policy?
◦ Everything you need to know about our refund policy, is detailed below
We at Estrolo strive to make your wedding planning as de-stressed as possible. So obviously we offer free returns for most of our products. However, you should carefully go through the specific product’s page to see whether the product is a returnable product and is eligible for free returns or not. Some products might be non-returnable and as much as we’d like to do otherwise, it’ll have to be treated as final sale of the Product.
To initiate the return process, the you can write to connectwithus@estrolo.com
RETURNS CRITERIA:
- To make things easier for all of us, products that are eligible for returns must be returned within 7 calendar days of the receipt of the Product.
- If you want to return a Product for any reason, please notify us within 24 hours of receiving the product. Returned Products must be unused, unworn, unwashed, undamaged, not sprayed on with any kind of perfume, unsoiled and be in their original packaging. All materials including plastic wrapping, tags, dust bags, box, gift box, wrapping embellishments, designer’s own packaging, authenticity cards etc. must be returned along with the product.
- Please try the garments only on carpeted surfaces to avoid soiling and price tags should remain intact with the product.
- Products will be returned only if they are returned in the original packaging. In instances, within reason, where the product does not meet the aforementioned return criteria, the product will be returned to the customer and we will communicate all matters pertaining to the same via email.
FAULTY/INCORRECT & DAMAGED PRODUCTS
- If the product received by you is incorrect or faulty, please inform us of the same at the time of initiating the return process, ideally corroborating your communication with photographs or said damage or issue with the product.
- Our Customer Care Team will assess the situation and either arrange to repair the product where possible, offer an exchange or return the same for store credit.
- If the product received by you is missing tags, please inform the Customer Care Team immediately within 48 hrs.
- Please note that products are considered ‘faulty’ only if they have a severe manufacturing defect or damage making it unfit for wear or use.
- Products that are damaged due to normal wear are not considered as faulty or damaged products.
- Our garments are sourced from premier brands – many of which use hand-techniques in manufacturing/ are hand crafted products. So you’re likely to find minor variations in workmanship/ slight color variations as compared to your screen monitor but the same would not warrant the product as ‘faulty.’ Please note all disclaimers in the product information page.
18. In how many days will I get my refund?
◦ In 10 days, the refund ought to show in your account. Once you receive a mail confirmation from us on your refund, you can rest assured that we are doing everything to make sure that the service provider and the concerned financial institution, get the refund credited to your account.
19. I need further help. Is there a number where I can call?
◦ Of course! We are available on +91-9515121551 (Mon to Sat : 10 am to 6 pm)
20. What are your customer support hours?
◦ You can touch base with our customer support team from 10 am to 6 pm, Monday to Saturday.