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All your questions answered here

Already registered with UtsavFashion and pleasantly surprised to see a refreshed store? Click on the links below to know about the changes we've made.

The New Account Experience
Q1: How can I register with Utsav Fashion?
Q2: What is the Account Dashboard?
Q3: What about my measurements?
Q4: What is the Account Information page?
Q5: Is my Address Book the same as before?
Q6: What about my past order records?
Q7: What is the My Product Reviews section about?
Q8: How can I save my wishlist?
Q9: How about the Coupons in My Account - the Discount Coupons?
Q10: What is the My Notifications tab all about?

SHOPPING ASSISTANCE Getting Started

Q11: How do I place an order?
Q12: Do you take orders over the phone?

Know More Before You Shop

Q13: How many days does it take to ship an item?
Q14: Who are your courier partners?
Q15: Do I need to type my address every time I order?
Q16: Can Billing Address and Shipping Address be different?
Q17: Can I add multiple shipping address for one order?
Q18: Do you have any retail store?

Common Terms

Q19: What do you mean by Ready to Ship?
Q20: What is the difference between semi-stitched and readymade items?
Q21: What do you mean by only Unstitched Fabric?
Q22: How to wear a pre-stitched saree?
Q23: What is Semi-stitched Salwar Kameez?
Q24: What is a Lehenga Style saree?
Q25: What is a Semi stitched Lehenga Choli?
Q26: What is a Semi stitched Blouse?
Q27: What is billing address?
Q28: What is shipping address?
Q29: Can I have your Customer Care details?

Discount Coupons, Promotional Offers & Store Credit

Q30: I want to use two discount codes at a time. Can I?
Q31: Why is the Discount coupon showing as expired?
Q32: The offer I saw is no longer visible?
Q33: What is the validity of my Store Credit?
Q34  I am unable to use my Store Credit. Why?
Q35: Can I use the Store Credit with an account other than the one against which the same was issued?

Measurement & Customization

Q36: Can I opt for stitching and submit the measurements later?
Q37: What is the difference between Ready to Wear and Custom Tailoring (UDesign)?
Q38: Do you provide margin in your garments?
Q39: Can I add sleeves for a Sleeveless item?
Q40: Can I alter readymade garments?
Q41: Why is a petticoat needed?
Q42: Can I remove stitching after my order has been placed?
Q43: Unable to submit measurement for Cash on Delivery (COD) order?
Q44: What do you mean by Regular Fit?
Q45: What do you mean by Margin?
Q46: What do you mean by Loosening?
Q47: Can I modify my measurement after submitting it?
Q48: What is the Bottom / Pant length for Ready to Wear suits?
Q49: I have already placed my order but forgot to click on the customize option. What do I do now?
Q50: Can I get the blouse in longer length / bigger size other than the mentioned attributes in the website ?
Q51: How do I measure my size or what size should I opt for?

Payments

Q52: What are the modes of payment for shopping with Utsav?
Q53: I am not able to use my credit / debit card to make the purchase. Why?
Q54: I have tried to make the payment a number of times but I am receiving an error message and unable to complete it. Why?
Q55: Can I pay partially by Store Credit and remaining by credit card?
Q56: What is an authorization code? How do I get the Authorization Code?
Q57: I am getting the message as "PE101". What does this mean?
Q58: What is a 3D Secure Pin? I have been asked to enter a password after clicking on Submit Payment. How I will get the password?
Q59: How can I purchase online using Net Banking?
Q60: On Checkout page, I see an error that says "Declined". What does this mean?
Q61: On Checkout page, I see an error that says "Invalid Transaction". What does this mean?
Q62: I am getting an error message 'Card not Authorized'. What does that mean?

Order Status

Q63: I have placed my order. When will I receive it?
Q64: What is my Order Status?
Q65: How will I know if the order has been placed successfully?
Q66: I have placed an order but I haven't received any Order Confirmation Email
Q67: Could there be a delay at Utsav Fashion because of "unforeseen circumstances"?
Q68: I want to expedite my delivery. Are there any extra charges?
Q69: I have just placed an order on your Website. Can you confirm that for me?
Q70: My Order Status is reflecting as "Payment Pending" even after the deduction of the money. What does that mean?
Q71: Can I place an order for a Sold out item?
Q72: How can I cancel the order that says “Payment Pending”?
Q73: Can I add an item in my existing order?

Shipping & Tracking

Q74: How will I know when my order is shipped?
Q75: My order is shipped, but I have not received the tracking details yet?
Q76: How can I get the tracking information?
Q77: Why am I unable to track my order?
Q78: My order is shipped but it is not delivered yet?
Q79: When & how can I change the shipping address??
Q80: Is it possible to change the Shipping Address post shipment?
Q81: Can the delivery be rescheduled if I am unable to collect my order?
Q82:  I want to change the shipping address of the order as I am relocating to a different location?
Q83: I am relocating, can I change the shipping address?

CANCELLATION RETURN & REFUND (Pre Shipment Cancellation)

Q84: Can I cancel after 24 hours of placing an order?
Q85: Oops! I "missed" adding a critical detail while placing the order. Possibility of correcting it?
Q86: Why a "24 Hour" deadline?
Q87: Can I cancel my order in case I change my mind after ordering?

Post Shipment Return

Q88: What are the steps to return an item ordered from your website?
Q89: What will be my options if there was an error by Utsav Fashion?
Q90:  I received the order. But there's an issue. Can I return my ordered items?
Q91:  How soon should I get back to you in case I have an issue with the item received?
Q92: In what scenarios would you not accept any returns?

Refund

Q93: I haven't received my refund yet. What should I do?
Q94: And how long will the refund process take?

 



Q1: How can I register with Utsav Fashion?

A:

You need to click on 'Log In' option at the top right corner of our Website. It would ask you for a couple of essential details, click on 'Submit' and you are done. In case you are already registered,your User ID and password remain the same as on the old site. Just click 'Log In' in the header and you will be taken to the relevant page. In case you have forgotten your password, please click 'Forgot your password' on the same page and you will be able to generate a new one via the link we send to your registered email id.

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Q2: What is the Account Dashboard?

A:

It carries your Contact Details on record, Address Book (saved for Shipping and Billing both) and current Newsletter Subscription status. You can also change your account password from the same page. Use the edit feature to make changes as necessary.

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Q3: What about my measurements?

A:

All your measurements as saved for various orders and products types have been added to your Account already. Just click View Details to see them.

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Q4: What is the Account Information page?

A:

For now, you can use this page to edit your Name, Email ID and Password. In case you had added more details to your profile earlier (Birthday, Anniversary, Gender etc.), we have stored them with us for now, but you might not be able to view/edit them for a few days more.

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Q5: Is my Address Book the same as before?

A:

Yes. We have shifted all the info from the old site.

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Q6: What about my past order records?

A:

They have all been stored for your reference under the My Orders tab with their last status. This will help you track your orders under progress, deliveries and cancellations/returns as easily as before.

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Q7: What is the My Product Reviews section about?

A:

This is where all the reviews on the products you like or wishlist post 09 Aug 2016 will appear. In case you had reviewed any of our fashion marvels earlier, they will be available on the site, but not in this section.

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Q8: How can I save my wishlist?

A:

You need to Login in order to save your wishlist. In case you like a product to add to your Wishlist, just click the Heart icon on the product image and you will be prompted to log in or register. Please do so to continue adding products to your wishlist. Alternately, you can always choose to 'log in' as soon as you visit us from the top right corner.

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Q9: How about the Coupons in My Account - the Discount Coupons and Gift Cards?

A:

All active Gift Cards have now been merged into a single account under the Store Credit tab. This change will make it easier for you to manage your payments/refunds with us in the future. You can always reach out to our Customer Care team to get more details about the credit and consumption
Your exclusive Birthday/Anniversary discount coupons are still valid as per their date of expiry - please access them via the email sent on the date of credit.

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Q10: What is the My Notifications tab all about?

A:

Its a list of fashion marvels that went out of stock and you chose to be informed about when they were in stock again. You can view and delete any notification requests from here.

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Q11: How do I place an order?

A:

You may follow the below steps to place an order:
1) Select the desirable item (as fabric or as customizable)
2) Add the item to Shopping bag
3) Click Proceed to checkout option
4) Login with your account details or proceed as 'Checkout as Guest' by filling out the form. 
5) Enter the shipping address and select a payment mode to proceed with the payment
6) Click Place order and complete the payment
7) On successful order placement the Order ID will be generated and you will receive an Order Confirmation Email

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Q12: Do you take orders over the phone?

A:

No. At present we do not take orders over call, as we do not have the facility to take credit card details over the call. Hence, would request you to place the order through the website only.

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Q13: How many days does it take to ship an item?

A:

Time to dispatch may vary from item to item. We have various lead time buckets like 1 day, 7 days, 15 days and so on. For any item, you can see the 'Availability' displayed just below the item name and beside the item code.In case you wish to see items with any specific lead / dispatch time only, you may filter the desired option from our Left Navigation under the Time to Dispatch filter. In case you are in a rush, we do have items from 1 day lead time as well, which can be shipped within 1 business day of placing the order.

Please note :-

1. Any type of Customization if opted for would need additional 3 to 4 days.

2. Post shipment, the courier takes somewhere around 3 to 5 working days to deliver the item.

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Q14: Who are your courier partners?

A:

We have partnered with the best in class logistics companies like Blue Dart / India Post / DTDC etc.

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Q15: Do I need to type my address every time I order?

A:

No. You would have to do this only for your first order. All our registered customers have the option to retrieve the saved address while placing any subsequent order.
As soon as a Customer registers with us, we send the login password to the email address provided at the time of registration. Once you have your first order with us, your shipping address is saved in your My Account section. While placing any subsequent order, simply enter your email and password to use this saved address. You can also login to the My Account section to manage your saved address(es).

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Q16: Can Billing Address and Shipping Address be different?

A:

Yes. Billing and Shipping address can be different. While billing address should match the on record address of the respective bank / credit card company, shipping address may vary.

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Q17: Can I add multiple shipping address for one order?

A:

While we would have wished to, however, only one shipping address can be put against an order. You need to place different order(s) for different shipping address(s).

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Q18: Do you have any retail store?

A:

We are just a click away on your mobile or laptop. We are completely digital now and our retail store is closed.

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Q19: What do you mean by Ready to Ship?

A:

Ready To Ship refers to the items which are ready to be dispatched within 24-72 hours of order placement. The additional days required to deliver the item to your doorstep is around 3 - 5 business days depending on your delivery location and prevailing import norms.
Please note that we would need an additional 3 to 4 days in case you opt for any sort of Customization.

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Q20: What is the difference between semi-stitched and readymade items?

A:

Semi-stitch implies half stitched outfit in which styles are pre-constructed with pre-defined neck styles, sleeve style, sleeve length, neck depths & outfit length. In these apparels, only side seams are left open, which can be adjusted as per the bust size.
On the other hand, ready made implies fully stitched outfit in as shown style and as per the bust size.

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Q21: What do you mean by only Unstitched Fabric?

A:

The fabric will have to be stitched to make it ready to wear. You can get the same stitched by opting for our stitching services, else you can also get the outfit stitched at your end as well.

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Q22: How to wear a pre-stitched saree?

A:

Pre-stitched saree makes saree wearing as simple as it can be. These sarees are already draped according to customer’s measurement and its just like putting on a skirt, without the fuss of tucking, pleating and adjusting the pallu length.
In a Pre-stitched saree, the pleats are stitched as per customer’s waist size and it is closed with Hooks along with margin for future adjustments. Petticoat is stitched along with the saree.

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Q23: What is Semi-stitched Salwar Kameez?

A:

Semi-stitch implies half stitched outfit in which styles are pre-constructed with pre-defined neck styles, sleeve style, sleeve length, neck depths & outfit length. In these type of apparels, only side seams are left open, which can be adjusted as per the bust size chosen.
Bottom for semi stitched Salwar Kameez comes as only fabric, which can be customized as per customer’s style and specifications.

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Q24: What is a Lehenga Style saree?

A:

A lehenga style saree or a lehenga saree is a fusion of two ethnic Indian outfits merged into one beautiful, easy-to-wear garment. With a skirt that brings the lehenga element of the dress into play, the pallu refers to the saree whereas the top-wear can be inspired from either.
Emerging as the latest party-wear outfit, lehenga style sarees offer the best of both worlds i.e. the elegance of the saree and the convenience of a lehenga.

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Q25: What is a Semi-stitched Lehenga Choli ?

A:

Semi-stitch implies half stitched outfit in which styles are pre-constructed with pre-defined neck styles, sleeve style, lehenga style, sleeve length, neck depths & outfit length. In these type of apparels, only side seams are left open, which can be adjusted as per the bust size chosen.
In rare scenario, alteration of lehenga length can be made possible, if the design permits.

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Q26: What is a Semi-stitched Blouse?

A:

Semi-stitch implies half stitched outfit in which styles are pre-constructed with pre-defined neck styles, sleeve style, sleeve length, neck depths & outfit length. In these type of apparels, only side seams are left open, which can be adjusted as per the bust size chosen.
In rare scenario, the length of the blouse and sleeves can be altered, if the design permits.

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Q27: What is billing address?

A:

Billing address refers to the address, which is registered with your respective bank / credit card company. Payment will get through only if the billing address you have provided matches with the on record address of the bank / credit card company.

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Q28: What is shipping address?

A:

Shipping Address refers to the address where in you wish to get your items delivered. Please note that billing and shipping address can be different. While billing address should match the on record address of the respective bank / credit card company, shipping address may vary.

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Q29: Can I have your Customer Care details?

A:

Getting in touch with us is easy. If you have any query, you may contact us through any of the below listed channel:

1. Live Chat: We are available 24X7 on live chat to assist our Customers (excluding National/ Public and State Holidays). Click on the 'How may I help you' tab in the bottom right corner of our Webpage to start a conversation over Chat.

2. Write to us: You can Email Us and we shall get back to you positively within 24 hours.

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Q30: I want to use two discount codes at a time. Can I?

A:

Only one discount code can be used at a time to place an order. Multiple discount codes cannot be clubbed.

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Q31: Why is the Discount coupon showing as expired?

A:

All our discount coupon comes with an expiry date. You may like to refer to the communication where in you were issued the coupon, to re validate the expiry date. In case you find any discrepancy, please do touch base with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q32: The offer I saw is no longer visible?

A:

Every offer or promotion we run are time based. Hence there might be a possibility that the offer you saw has ended. However, we do have a Sale section on our Website where in anytime you can look for discounted items.

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Q33: What is the validity of my Store Credit?

A:

The Store Credit do not come with any validity date. You may use it anytime to shop with us.

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Q34: I am unable to use my Store Credit. Why?

A:

Please re validate once in case you have already redeemed the Store Credit earlier. You may find the information in the Store Credit tab under your My Account Section.
In case of any discrepancy please touch base with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q36: Can I opt for stitching and submit the measurements later?

A:

In stitching we have 2 options i.e. Ready to Wear and UDesign.
In case you opt for Ready to Wear, you would have to select the size from the available sizes at the time of placing an order.
However, in case you opt for UDesign, you may place an order without submitting the measurements. Once you select UDesign you would see an option stating 'Submit Measurement Later'. You can click on the same and proceed further.

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Q37: What is the difference between Ready to Wear and Custom Tailoring (UDesign)?

A:

Ready to wear implies customizing the outfit in as shown style based on bust size only. All other parameters are in accordance with the bust size.
On the other hand, Custom tailoring / UDesign option involves customizing the outfit with a detailed personalized measurements and specifications like Fit (Ex - Waist, Arm hole, Shoulder etc.), Style (Ex - Neck Style, Sleeve Style etc.) and Adornment (Ex - Tassels, Fancy Hangings etc.)

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Q38: Do you provide margin in your garments?

A:

We do provide 1-1.5" margins for future alteration possibilities in all our Customizable and Semi Stitched Items.

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Q39: Can I add sleeves for a Sleeveless item?

A:

Normal short sleeves with length 3-4" can be added to almost all the readymade items, subject to style limitation.

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Q40: Can I alter readymade garments?

A:

Mostly readymade items cannot be altered since they are fully stitched based on standard specifications.
However, for few items we can alter some measurement parameters like bust, waist and hip by 1-1.5" provided there is no work, no design and no pattern at side seams.
Kameez length and Sleeve length (if not sleeveless) can also be altered if there is simple border work in the kameez.
Normal short sleeves with length 3-4" can be added to almost all the readymade items, subject to style limitation.

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Q41: Why is a petticoat needed?

A:

Petticoat is the Underskirt which one has to wear underneath the saree to tuck, pleat and drape the saree and prevent it from being see through.

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Q42: Can I remove stitching after my order has been placed?

A:

Yes. We can certainly remove the stitching or customization request from your order, until the item has not been sent for stitching.

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Q43: Unable to submit measurement for Cash on Delivery (COD) order?

A:

Post placing an order for COD, we do give a confirmation call or send an email within 24 hours. Measurement can only be submitted post the confirmation.
To submit the measurement post confirmation you need to follow the below mentioned steps:-
1. Login or sign in with your registered email ID which you used for placing the order.
2. Select the 'My Orders' option from the left navigation.
3. Click on the required Order Number to view its details.
4. Click the 'Submit Measurement' link for the order for which measurement is awaited.

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Q44: What do you mean by Regular Fit?

A:

Regular fit means the garment will be tailored exactly as per the provided / submitted measurements.
In case one prefers some loosening, we recommend them to go for Comfort fit.

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Q45: What do you mean by Margin?

A:

Margin is the seam provided inside the garment after the stitching edge / line which gives the flexibility for any kind of alteration in future.

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Q46: What do you mean by Loosening?

A:

Loosening is the extra ease with which a garment is stitched to give a comfort fit.

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Q47: Can I modify my measurement after submitting it?

A:

Yes, we do accept the request if the product has not been sent for stitching.
In case of such requirement, please touch base with our Customer Care team and we shall be more than happy to check the possibility and assist you in the best possible manner.

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Q48: What is the Bottom / Pant length for Ready to Wear suits?

A:

Bottom / Pant in Ready to Wear apparel comes with a Standard Length of 40 inches for all Salwar / Patiala / Palazzo and Straight pants.
Churidar comes in Standard length of 50 inches (10 inches extra is added to provide gathers at the ankle part).
NOTE : In case of any further customization, please mention the requirement in our Special Instruction box which appears in the 'Thank You' page while placing the order. Request will be attended as per fabric limitation.

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Q49: I have already placed my order but forgot to click on the customize option. What do I do now?

A:

Customization can be added with an item till the time the same is not dispatched from our end. Please touch base with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q50: Can I get the blouse in longer length / bigger size other than the mentioned attributes in the website ?

A:

Yes, you can surely get the blouse in larger size or with longer length. However, the same can be customized using Plain Matching Fabric and may not be available as shown.

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Q51: How do I measure my size or what size should I opt for?

A:

Click on the respective category link below for a comprehensive 'how to measure' guide:-

Saree: http://www.utsavfashion.in/how-to-measure-saree-blouse

Salwar Kameez: http://www.utsavfashion.in/how-to-measure-salwar-kameez

Lehenga: http://www.utsavfashion.in/how-to-measure-lehenga-choli

For Menswear and Kidswear, you need to measure your around chest and refer to the available size chart in the desired item page, as the size chart often varies based on the design and type of item you are opting for.

We basically have 3 options where in you would need your size:-

1. Ready made

2. Standard Stitching

3. UDesign

For all our ready made items, it is also advisable to refer to the size chart available on the item page to know your perfect size.

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Q52: What are the modes of payment for shopping with Utsav?

A:

Customers can pay using any of the following methods:
1. Credit / Debit Cards
We accept MasterCard, VISA, American Express and Diners Club cards.

2. COD (Cash on Delivery)

3. Direct Bank Deposit

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Q53: I am not able to use my credit / debit card to make the purchase. Why?

A:

This may happen due to the following reasons:-
I) Incorrect details of Credit Card
II) Credit Card declined from Credit Card Company/Bank
III) Crossed Excess Credit limit available on your Credit Card
IV) Credit Card Company doesn't allow Overseas transactions
V) Mismatch of Shipping & Billing address
For further assistance, please contact your respective bank.
If the problem still persist, please touch base with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q54: I have tried to make the payment a number of times but I am receiving an error message and unable to complete it. Why?

A:

This may happen due to the following reasons:-
I) Incorrect details of Credit Card
II) Credit Card declined from Credit Card Company/Bank
III) Crossed Excess Credit limit available on your Credit Card
IV) Credit Card Company doesn't allow Overseas transactions
V) Mismatch of Shipping & Billing address
For further assistance, please contact your respective bank.
If the problem still persist, please touch base with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q55: Can I pay partially by Store Credit and remaining by credit card?

A:

Yes definitely. You can easily pay partially via Gift card and the remaining balance by selecting the preferred mode of payment.

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Q56: What is an authorisation code? How do I get the Authorization Code?

A:

An authorization code is a six digit alphanumeric code which is generated after making a transaction.
You need to contact your Bank / Card provider for helping you with the Authorization Code specific to the transaction date and amount.

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Q57: I am getting the message as 'PE101'. What does this mean?

A:

This message might appear because of any of the below reasons :-
1. If you push the back button of the browser
OR
2. You might be attempting to make a purchase from a public computer (library, university, workplace) where cookies might have been disabled.
You need to clear the cookies, re start the browser and then re submit the transaction.

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Q58: What is a 3D Secure Pin? I have been asked to enter a password after clicking on Submit Payment. How I will get the password?

A:

A 3D Secure pin is a 2nd step authentication password required for visa verified or master card secure code. This password is provided by your authorized bank only.

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Q59: How can I purchase online using Net Banking?

A:

In the Checkout page, under the Payment Options you would find an option to select Net Banking. We do accept Payment through Net Banking from any Indian Bank.

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Q60: On Checkout page, I see an error that says 'Declined'. What does this mean?

A:

This may happen due to the following reasons:
I) Incorrect details of Credit Card
II) Credit Card declined from Credit Card Company/Bank
III) Crossed Excess Credit limit available on your Credit Card
IV) Credit Card Company doesn't allow Overseas transactions
V) Mismatch of Shipping & Billing address
For further assistance, please contact your respective bank.
If the problem still persist, please touch base with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q61: On Checkout page, I see an error that says 'Invalid Transaction'. What does this mean?

A:

This may happen due to the following reasons:-
I) Incorrect details of Credit Card
II) Credit Card declined from Credit Card Company/Bank
III) Crossed Excess Credit limit available on your Credit Card
IV) Credit Card Company doesn't allow Overseas transactions
V) Mismatch of Shipping & Billing address
For further assistance, please contact your respective bank.
If the problem still persist, please touch base with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q62: I am getting an error message 'Card not Authorized'. What does that mean?

A:

This may happen due to the following reasons:-
I) Incorrect details of Credit Card
II) Credit Card declined from Credit Card Company/Bank
III) Crossed Excess Credit limit available on your Credit Card
IV) Credit Card Company doesn't allow Overseas transactions
V) Mismatch of Shipping & Billing address
For further assistance, please contact your respective bank.
If the problem still persist, please touch base with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q63: I have placed my order. When will I receive it?

A:

Time to dispatch varies from Item to Item. You may refer to the Order Confirmation Mail where in we have mentioned the time to ship against each item(s).
Post shipment the courier takes around 3 to 5 business days to deliver the product at your doorstep.

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Q64: What is my Order Status?

A:

To keep a track of your order, please follow the below steps:-
1. Log in with us through 'LOGIN' option.
2.Click on 'My Account'.
3. Go to 'Orders' tab. Click on 'View Details' to check the status of your order.
4. You will find the expected shipping date mentioned beside your ordered item(s).

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Q65: How will I know if the order has been placed successfully?

A:

We trigger an Order Confirmation mail as soon as an order is placed with us. Alternatively, you may also login to the My Account section and check the status of your order.

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Q66: I have placed an order but I haven't received any Order Confirmation Email

A:

An Order Confirmation Email gets triggered instantly from our system on receipt of Payment against an Order. In case the payment is through from your end and still you have not received the Order Confirmation Mail, there might be some technical glitch. It happens in a very rare instance.
Alternatively you may login to your My Account and check the status of the order placed by you.
In case you still find any discrepancy, please get in touch with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q67: Could there be a delay at Utsav Fashion because of 'unforeseen circumstances'?

A:

We try our best to assure that your ordered products are shipped out to you in the promised time, but at times there are chances of delay in processing due to unavailability of stock, or other unavoidable circumstances. In such a situation, we will send you a formal communication requesting you to :
a) Accept a Gift Card of equivalent value which you may use to purchase an alternate Ethnic Fashion Statement
b) Opt to receive a refund of your money.

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Q68: I want to expedite my delivery. Are there any extra charges?

A:

Post dispatch normally an item takes somewhere around 3 to 5 days for delivery at the Customer's doorstep. Any possibility of expedition depends on the shipping address and our Courier partner's feasibility to do the same.
In case of any such requirement, please get in touch with our Customer Care team and we shall be more than happy to let you know about the possibility plus the extra charges, if any.

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Q69: I have just placed an order on your Website. Can you confirm that for me?

A:

An Order Confirmation Email gets triggered instantly from our system on receipt of Payment against an Order. In case the payment is through from your end and still you have not received the Order Confirmation Mail, there might be some technical glitch. It happens in a very rare instance.
Alternatively you may login to your My Account and check the status of the order placed by you.
In case you still find any discrepancy, please get in touch with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q70: My Order Status is reflecting as 'Payment Pending' even after the deduction of the money. What does that mean?

A:

In a very rare instance, payment status of an order may take a little longer to get reflected in our system. You can check the same again in another 15 minutes. It should get updated automatically.
In case you still find any discrepancy, please get in touch with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q71: Can I place an order for a Sold out item?

A:

An order cannot be placed for a Sold out item. However, we do have a 'Notify Me' option for our Customers. In the sold out page, under the Notify Me option, please punch in your Email ID. We would certainly try our best to make that item live again and also notify you as soon as we do the needful.
Meanwhile, you can always select any other item(s) from our stunning range of Indian Fashion wear.

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Q72: How can I cancel the order that says 'Payment Pending'?

A:

Payment pending orders are anyways treated as a cancelled order from our end. We do not process orders whose status comes as Payment pending.
In case you still wish to cancel, please follow the below steps:-
1. Log in with your registered email ID
2. Go to 'My Account'
3. Select the order you wish to cancel.
4. Click on CANCEL option on the order page.
Your order status will now reflect as Cancelled.

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Q73: Can I add an item in my existing order?

A:

Once the order has been placed, no further items can be added to the same order. You will have to place a new order for the additional item(s).

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Q74: How will I know when my order is shipped?

A:

Post shipment you will receive an auto generated email which would have the details of the item(s) which has(ve) been shipped along with the tracking information.
Alternatively, you may also find the tracking information updated in your 'My Account' section.

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Q75: My order is shipped, but I have not received the tracking details yet?

A:

As soon as an item is marked as shipped from our end, an Email with Tracking details / information automatically gets triggered.
In rare scenario, it might take upto 24 hours for the tracking details to reflect in the system.

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Q76: How can I get the tracking information?

A:

Post shipment you will receive an auto generated email which would have the details of the item(s) which has(ve) been shipped along with the tracking information.
Alternatively, you may also find the tracking information updated in your 'My Account' section.

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Q77: Why am I unable to track my order?

A:

While the tracking number gets generated as soon as an item is marked shipped from our end, the Courier Website may take upto 2 hours to generate the details on their Website.

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Q78: My order is shipped but it is not delivered yet?

A:

Post shipment normally an item takes around 3 to 5 working days to get delivered.
We do proactively keep a track of such deviations and initiate a follow up with our Courier Partner to ensure the delivery at the earliest.

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Q79: When & how can I change the shipping address?

A:

The shipping address can be changed till the time the order is not dispatched from our end. In order to request for a change, please get in touch with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q80: Is it possible to change the Shipping Address post shipment?

A:

While we would have wished to, however, it will not be possible to accommodate the request for a Shipping Address change post shipment because of system limitations.

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Q81: Can the delivery be rescheduled if I am unable to collect my order?

A:

Yes, the delivery may be rescheduled upto a limited duration but the same will depend on the feasibility at the Courier's end. You can directly touch base with your local Courier office to get the needful done.

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Q82: I want to change the shipping address of the order as I am relocating to a different location.

A:

You can surely request for a change in Shipping Address till the item is not shipped from our end.
In case of any such requirement, please get in touch with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q83: I am relocating, can I change the shipping address?

A:

You can surely request for a change in Shipping Address till the item is not shipped from our end.
In case of any such requirement, please get in touch with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q84: Can I cancel after 24 hours of placing an order?

A:

1) Well, we have a provision for that too but do remember - orders cancelled post 24 hours of confirmation are dealt with on a case-to-case basis by our Customer Care team depending on the degree of process completion.
2) We provide the refund for all such orders in the form of a Store Credit only. This card is redeemable on our Website within a stipulated period from time of issuance.
3) Please be apprised that it takes a maximum of 2 business days, post the receipt of your cancellation request, for us to cancel your order, and send you a notification via e-mail.
4) In case of refund, Utsav will deduct 10% of the final order value due to Cancellation Fees which includes management & handling charges.

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Q85: Oops! I 'missed' adding a critical detail while placing the order. Possibility of correcting it?

A:

No worries. Such situations are often encountered when customers forget to :
1) Update their complete shipping details;
2) Update measurement attributes; or
3) Verify or give their consent if required on certain pending notifications within the requested time
As a policy, we try and reach out to our esteemed customers via their registered e-mail address. In case of non-receipt of any response, we try and give them a call. If we do not get a response in 15 days, we cancel the order and issue a Non-refundable Store Credit which the customers can use to place future orders with us. We share an update on the same via email as well.
Remember, we try and keep our customers posted at each and every stage of their order with us and it really helps to have your inputs at the right time.

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Q86: Why a '24 Hour' deadline?

A:

As soon as your order is confirmed, action is initiated at our end. The process of picking, packaging, customizing and logistics start, and the ordered product in most cases might have already passed through a couple of phases. In case a garment has to be customized, the process is already underway.Hence, we insist on a '24 hour' deadline.

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Q87: Can I cancel my order in case I change my mind after ordering?

A:

Yes, you can choose to cancel all Non-Ready to Ship products, only if done within 24 hours of placing the order. We will initiate 100% refund of your money and a confirmation of the same will be sent to you via e-mail, though we would have loved to have added a new Ethnic Fashion statement to your wardrobe. Please be apprised that Ready To Ship orders are not eligible for cancellations as they are dispatched within 24 hours of the receipt of order.
To proceed with the cancellation request, kindly get in touch with our Customer Care Team through 24X7 Live Chat or Email Us and we shall be more than happy to assist you in the best possible manner.

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Q88: What are the steps to return an item ordered from your website?

A:

1. Informing Utsav Fashion
In case you have any complaints regarding the product you have received, please ensure that you report it to us within 48 hours of receiving the product.

2. Confirmation email from Utsav Fashion

You will receive an acknowledgement e-mail from us on confirming a Return Authorization, within 2-3 business days. Please do not ship items before you receive this email from us. We will be unable to process any 'Items Returned' without the Return Authorization Reference.

Please note: In case needed, we'd request you for a digital picture of the item for our internal review to be able to process your request.

3. Shipping Back the Items
When Shipping back the items:
1. As would be advised in our return authorization e-mail, please send the items to us preferably through a reputed, registered courier/airmail service only to avoid any transit related issues .
2. Please try and ensure that you retain all the packaging material along with the product. Do not remove tags, stickers, etc. Unless you are sure you want to keep the product. Presence of original tags is a must to process returns.
3. Please do not forget to mark the packaging as 'Defective Items for Returns' and not for sale.
Item Receipt and Inspection at Utsav Fashion Warehouse
As a policy, our teams shall examine the products on return and identify the defects/variation as indicated by you.

Proposed solutions post receipt of returned items
Post inspection of returned item(s), our Customer Care team will propose remedial solutions to you on a case to case basis -
a. Choosing an alternate Ethnic Treasure as a replacement of equal value
b. A Gift Card to be used later for shopping on Utsav Fashion
c. A Refund as decided on a case to case basis

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Q89: What will be my options if there was an error by Utsav Fashion?

A:

We will duly acknowledge the issue and you would always be welcome to decide from either of the following available options:-
1. An Item Replacement
2. Issuance of a Store Credit
3. A Refund of order value
But are there any reasons you might not provide me with all 3 options or no option?
Utsav Fashion's Customer Care representative will reach out to you with limited alternatives for below cases:
1. If you do choose to return the product for any reason apart from an inadvertent mistake from our side.
The refund will be processed in the form of a Store Credit redeemable during your next purchase with Utsav Fashion. In case you had opted for Free Stitching or Free Shipping scheme while ordering the item under question, the Cost of Shipping and Stitching will be deducted from the refund amount.
2. If there was a Delay due to God’s or the Government’s Intervention
There are times when the delivery of the goods is delayed due to unforeseen circumstances such as natural calamity, public holiday, etc. In such a case Utsav Fashion shall not refund, return or exchange any order on request.
3. In case you realize that you might have made an error while ordering or providing measurements, we would ask you to bear the additional charges of shipping and stitching, and in very rare cases cost of replacement of fabric, if any.

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Q90: I received the order. But there's an issue. Can I return my ordered items?

A:

Yes you can. At Utsav Fashion, we don't believe in making customers, but strengthening our family with happy family members. We take stringent measures to deliver Fashion Delight to our customers globally, in the best possible condition but there's always a possibility that
a. Item(s) may get damaged during transit; or
b. There may be a manufacturing defect which didn't get noticed during packing; or
c. A wrong item is shipped out to you by mistake.
In case, you face any of the above issue(s), please touch base with our Customer Care team and we shall be more than happy to assist you in the best possible manner.

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Q91: How soon should I get back to you in case I have an issue with the item received?

A:

Please reach out to us within 48 hours of receiving the order for reporting any complaints with regards to the product received as damaged, found with manufacturing defect, or any other issues.

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Q92: In what scenarios would you not accept any returns?

A:

Kindly be informed that any product purchased from our 'Sale' Section will not be eligible for return as per the Return Policy except if it's an error on our part relating to a manufacturing defect or if a wrong item has been shipped out to you by mistake. We do not accept any returns if the product is dispatched to us after 7 days of receiving the shipment, so please make sure you report the matter to us, and dispatch the product at the earliest once we accept the return request. Kindly do not dispatch the products before receiving a 'Return Accepted' Confirmation email from us, we will not be able to entertain such requests.

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Q93: I haven't received my refund yet. What should I do?

A:

We process the refund from our end within 24 hours of sending the confirmation mail to you. However the bank may take up to 10 working days to credit the amount in your account.

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Q94: And how long will the refund process take?

A:

We initiate the refund from our end as soon as we send you a refund confirmation Email. However, the time it takes to reflect in your account is dependent on Banks and Local Laws. We've still attempted to estimate the time it might take to get your funds reimbursed below:
Mode Of Payment Refund Resolution Time Refund Mode
Credit Card 10 business days from the Date of Initiation Credit Card
Debit Card 10 business days from the Date of Initiation Debit Card
COD 2 business days from the Date of Initiation NEFT
DBD-ICICI 2 business days from the Date of Initiation NEFT

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