Exchange and Return Policy

We offer a 30 DAYS RETURN/EXCHANGE POLICY from the date of product delivery. Below points highlight the return policies with respect to various product categories:

PERSONALIZED ITEMS: Personalized creations which is customized as per order cannot be returned or exchanged.

DAMAGED PRODUCTS: If you receive Damage Product during transportation. any kind of unsatisfactory results or issues with the product (quality, dimension, missing accessories, etc.) Please email us on [email protected] with your order No and photo & Video of unboxing the item delivered, we will issue a replacement product. This applies for 30 days from the date of delivery.

CUSTOMIZED/SPECIAL ORDERS: Returns/exchanges are not accepted for products on custom and special orders, i.e. those created especially as per your request or customized to a special size/style.

PROMOTIONAL OFFERS: Products ordered during special promotional and festive sales may not be refundable, exchangeable or cancellable. Special rules for the return/exchange of products may be applicable during special sales and promotional offers. Please check out the relevant promotional terms & conditions at the time of your purchase.

RETURN ACCEPTANCE: Returns will be accepted only if the products are returned in an undamaged and saleable condition in their original packaging, along with all components of the product as well as any complimentary gifts which came along. The final acceptance of the return is subject to the inspection by the Team.

REFUND AMOUNT: You are entitled to receive a full refund of the paid price (subject to certain conditions) for returning a product.

DAMAGED PRODUCTS: If you are not happy with the quality of material, engraving or damage during shipping. Please email us on E-mail us with your order No and photo & Video of the unboxing item delivered, we will issue a replacement product. This applies for 30 days from the date of delivery. If you receive a package that is open/damaged or looks to have been tampered with, kindly do not accept the delivery of the product and contact Our Team immediately.

How long will the return process take?
Once we receive your returned product, it usually takes 4-5 business days to initiate the refund subject to product inspection.
The receipt of the refund would depend on the mode of refund chosen by you. However, we might take a little longer time in exceptional situations.

Can I return/exchange a part of my order?
Yes, you can return/exchange a part of your order in case of multiple items in a single order.
All components of the product, as well as any complimentary gifts which came along with it, must be returned back while returning/exchanging the original product.

What is a Drop-Ship facility? Which all locations have the Drop-Ship center?
Drop-ship is a facility where the customers can visit our drop-off centers and return their products without paying any processing fee or logistic charges.
Refunds for the returned product will be initiated post product inspection by our team.
At present, we have only one drop-off center. The address is mentioned below:
78 Samta Nagar, Hiran Magri, Sec 3, Udaipur.

Is the product pick-up facility during return/exchange available at my address?

Will my return/exchange product be picked up by the logistic person or will I have to ship it myself?
If the pick-up facility is available at your address, our logistic partner would pick up the returned Product from your doorstep.
In case the pick-up facility is not available at your address, you are requested to either drop-ship your product at our designated drop-off centers or self-ship it to us.

How do I initiate the return/exchange of a product?
You can raise a return/exchange request by sending us an mail at [email protected] or by our customer helpline.
Kindly mention your order number, product details and your registered email id in the mail.
Repack the product in its original packaging materials. If the product is damaged in return transit due to a packaging error, you will be responsible.

I have received a damaged product and/or a product which I did not order. What do I do?
Take multiple digital photos & Videos of your damaged product and the shipping container it arrived in (only if the package is also damaged) and mail them at [email protected].
Kindly mention your order number, product details, logistic tracking number, and your registered email id in the mail. Also include a brief description of the reason for the return, and whether you’d like a replacement or a refund.
Our team will confirm the status of your product refund/replacement within 3-4 business days, post which you will have to ship the product to be returned/exchanged at the return delivery address of Selfway Markting Pvt Ltd.
Kindly repack the product in its original packaging materials and deliver it to us.
Please note that the cost of returning the product to Selfway Markting Pvt Ltd is the responsibility of the customer.

Can I cancel my order?
You have 2 hours from ordering your item to cancel it. After that time we cannot guarantee that your order can be cancelled as it may already have begun production. If that is the case your order will be sent to you and a refund will not be provided.
We may not be able to return/exchange/cancel any product which is customized are per customer’s preferences.
Products ordered during special promotional and festive sales may not be refundable, exchangeable or cancellable.
In case of prepaid orders, most of our products are usually customized and made on the customer ’s order. We may not be able to return/exchange/cancel such orders.
For more details, kindly refer to the return and exchange policy on the respective product page or call our customer helpline.

In transit: Your order is on its way to your city
Out for delivery: Your order has reached your city and we will attempt to deliver it today
Hold at hub: We tried delivering your order at least once and we will try again in 48 hours
RTO in transit: Your order was undelivered and is on its way back to our warehouse

How do I track my order?
Email and text messages are sent to you after the order is shipped that contains the tracking number and name of the logistics provider. Visit the website of the logistics provider and enter the tracking number for your shipment details.

I am going out of town. Can you expedite my delivery?
We aim at delivering all our products at the earliest. However, the current logistics infrastructure doesn’t allow us to expedite it further at the customer’s request.

Do you ship internationally?
Yes, we do ship internationally. For any queries, you can mail us at [email protected].
Will I receive my order in a single package?
Different products have different estimated delivery times. The products might reach you in a single or separate package and on different days.

Why is the delivery time different for different products?
Products in our catalog are shipped from their different origin locations. Different products might take different time to deliver. Some products are heavy or bulky and shipped through our surface logistics partner. These orders may take 12-15 business days*. Also, some products are made especially on the customer’s request and delivery for these would take longer than usual.
Delivery may not be possible at a few select locations. Please read the details available on the product page carefully before placing the order.
*Business days are defined as all working days from Monday to Friday, excluding national and state holidays.

Can I modify the shipping address of my order after it has been placed?
Yes. You can modify the shipping address of your order before we have processed (shipped) it. Contact our customer helpline for it.

Are there any shipping charges?
The charges depend on the product size, value and shipping address. there might be free shipping on some products. However, on certain low-value products, there might be some nominal shipping fees.
We charge shipping fees for deliveries outside India. The charges depend on the product size, value and shipping address.

How long will my order take to arrive?
Estimated delivery time is usually displayed on individual product pages. On placing your order, you will receive an email containing a summary of the order and also the estimated delivery time to your location.
Sometimes, the delivery may take a bit longer due to bad weather, flight delays, political disruptions, and other unforeseen circumstances.
Please note that since most of our products are produced and customized at the customer’s order, some products might take a little longer to deliver.

Can I make an online purchase on a Personalized Gift through my mobile?
Yes. You can make online purchases and payments on the mobile site.

Is there any kind of tax being charged?
The prices of all our products are inclusive of taxes. You don ’t have to pay anything extra.

What should I do if my payment fails?
In case of a payment failure, please retry the transaction and ensure that the credit/debit card or net banking details are correct. Also, ensure that your internet connection is working properly.
If your account has been debited after a payment failure, it is usually credited back to the same account within 7 business days. The time taken can vary from bank to bank and we, unfortunately, won’t be able to expedite this. Please check with your bank for more details.
You can also email us on [email protected]

Are there any hidden charges (Octroi or Sales Tax) when I purchase a product on This Side?
There are NO hidden charges. The prices listed for all the items are final and all-inclusive. The price you see on the final cart page is exactly what you pay.

Is it safe to shop online using my debit or credit card?
All online payments are processed through trusted payment gateways over a secured encrypted connection. So no worries here!

What payment methods do you accept?
We accept payments via Visa, MasterCard, Maestro, and American Express credit/debit cards and Net Banking.
For certain products with high-value items, only debit card/credit card and net banking options are available.

Can I add an item to my order after I have placed my order?
Adding a new product to an already placed order is possible. You can simply place a new order.

Can the products be returned/exchanged?
You can return/exchange your order for a full refund of the paid price (subject to certain conditions).
Our return/exchange policy does not apply to many product categories such as handmade paintings, limited edition artworks, high-value products, personalized customized products, etc.
For more details, please refer to the return/exchange policy. Every product page mentions whether the product is returnable/exchangeable or not. Special rules for the return/exchange of products may be applicable during special sales and promotional offers.

Can I place a bulk order for any product?
Bulk orders cannot be placed online. However, we have provided a separate link on every page where you can post your queries/requirements. We will get back to you within 2 business days.

How do I check the status of my order?
Your order status is updated to you via emails and text messages. You can also check your order status at ‘My Account’.
I placed an online order, but it was not successful. What happens to the money deducted from

my debit card/credit card/bank account/credit points?
In case your bank/debit/credit card account has been debited for an unsuccessful transaction, it is usually rolled back by banks within 7 business days.
The time taken can vary from bank to bank and we, unfortunately, won’t be able to expedite this. Please check with your bank for more details.

I tried placing an order using my debit/credit card but it isn’t working. Can you help me place an order?
Yes. If your debit/credit card isn’t working, you can Pay Using PayTM, we can always try and assist you over the Whats App.

Do you take orders over WhatsApp?
We appreciate it if you place the orders online. But in case you are not able to do so, we would be glad to assist you over the WhatsApp. The payment mode possible for these orders is a Payment wallet like PayTM.

How will I know if the order is placed successfully?
Once your order is placed successfully, you will receive a confirmation email and text message from Our Team. The mail will have all the details related to your order.
Order details can also be viewed at ‘My Account’ if you have placed the order through your own account online.

How will my order be delivered to me?
Your order would be delivered through reputed logistics companies at your doorstep.

How do I place an order?
Select a category and choose the product of your choice.
Create an account by registering or you can also proceed as a guest by entering your email id.
Enter your shipping address and discount vouchers/coupon codes as applicable.
Check the final price inclusive of all taxes and shipping charges. Pay via one of the payment options (Net banking, debit card or credit card). Your order is placed.
You will now receive a confirmation text message and mail from Team
You can check your order history in ‘My Account’ in case you had logged into your account while placing the order.

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