FAQ

1. Return and Exchange

Q1. What is the return and exchange policy?
You can return or exchange most products within 7 days from the delivery date, provided the product is unused, unworn, and undamaged with the original tags and packaging intact. For intimate wear or hygiene products, returns and exchanges are not accepted unless the product is damaged or defective.

Q2. How do I request a return or exchange?
Log in to your account, go to the "My Orders" section, and select the product you want to return or exchange. Submit the return or exchange request and provide photos or videos of the product and packaging at the time of opening. We will review the request and send you a return label (if applicable).

Q3. How do I exchange a product for a different size or color?
You can exchange a product within 7 days for a different size, color, or style. Ensure the product is in its original condition, including tags and packaging. Once your exchange request is approved, we’ll ship the replacement product.

Q4. Are there any items that are non-returnable or non-exchangeable?
Yes, intimate wear, lingerie, swimwear, and final sale or clearance sale items are non-returnable and non-exchangeable. Additionally, products with broken seals or used items cannot be returned or exchanged unless defective.

Q5. How is the refund calculated for a returned product?
The refund will be calculated based on the final amount paid after discounts or promotions. If you received any gift items, you must return them for a full refund; otherwise, a nominal charge will be deducted from the refund for the gift item.

Q6. Can I return an item if I’ve received a gift with my order?
Yes, if you received a gift with your order, you need to return the gift along with the main product for a full refund. If you wish to keep the gift, a nominal charge for the gift item will be deducted from your refund. This charge will be mentioned on your invoice.

2. Shipping and Delivery

Q1. Do you ship internationally?
Currently, we only ship within India. We do not offer international shipping at this time.

Q2. How long will it take for my order to be delivered?
Orders are typically dispatched within 24-48 hours of confirmation. Delivery usually takes 3-7 business days after dispatch, but may take longer for remote areas or during peak periods.

Q3. What are the shipping fees?
Shipping fees are calculated at checkout based on the order value and location. Orders above ₹499 are eligible for free shipping. For orders under ₹499, there is a nominal shipping fee of ₹49 for prepaid orders and ₹78 for Cash on Delivery (COD) orders.

Q4. What happens if my delivery address is within a gated community or secured premises?
If your address is in a gated community or secured premises, please ensure that you provide any necessary access codes or permissions to the delivery agent to ensure successful delivery.

Q5. How can I track my order?
Once your order is dispatched, you will receive a shipment confirmation with tracking details. You can track your order in real-time through the provided tracking link.

Q6. What if I miss the delivery attempt?
Our courier partners will attempt delivery up to three times. If they cannot reach you after three attempts, the package will be returned to our warehouse. Please contact us to arrange an alternative delivery option.

3. Refunds

Q1. What are the modes of refund?
Refunds are processed via the same payment method used for the original order, unless you opt for a refund to Gloria Wallet or Store Credit. For COD orders, refunds will be issued to your Wallet or Store Credit.

Q2. How long will it take for my refund to be processed?
Refunds to your Wallet or Store Credit are processed within 1-2 business days, while refunds to the original payment method may take 7-10 business days depending on your bank’s processing time.

Q3. Will I receive a complete refund for my order?
Yes, you will receive a full refund for your order, including GST, if you are returning the complete order. However, shipping and COD fees are non-refundable.

Q4. Will GST be refunded on returned or canceled orders?
Yes, the GST amount charged will be refunded along with the product cost in case of returns or cancellations. The refund will include the product price and GST.

Q5. How is the refund amount calculated?
The refunded amount will be based on the final amount you paid after discounts. If gift items were included in the order, a nominal charge for the gift item will be deducted from the refund if you choose to keep the gift.

4. Privacy and Data Protection

Q1. How is my personal information used?
Your personal information is collected, stored, and used as per our Privacy Policy. We use your data to process orders, communicate with you, and offer personalized experiences. We do not share your data with third parties except for payment gateways, delivery partners, and customer support services, as necessary.

Q2. Do you share my data with third parties?
We may share your data with trusted third parties for purposes such as processing payments, delivering products, and conducting customer service. However, we ensure that all third parties comply with the data protection laws and are contractually bound to maintain the confidentiality of your information.

Q3. How can I opt out of marketing communications?
You can opt out of receiving promotional emails and SMS by clicking the “Unsubscribe” link in any promotional email or contacting customer support.

5. Terms and Conditions

Q1. Are there any specific terms I need to follow when using the Platform?
Yes, by accessing and using the Platform, you agree to abide by our Terms and Conditions, including provisions related to account registration, privacy, refunds, returns, and exchanges. Please read the full Terms and Conditions before using the Platform.

Q2. Can I change my order after placing it?
Orders can be canceled before they are shipped. Once the order is shipped, you may return or exchange the product according to our Returns and Exchanges Policy.

6. Grievance Redressal

Q1. How can I file a complaint if I have an issue with my order?
If you have a complaint or grievance, you can reach out to our Grievance Officer at legal@sheandmom.com. We will acknowledge your complaint within 48 hours and resolve it within one month.

Q2. What should I do if I receive a damaged product?
If you receive a damaged or defective product, please contact us within 24 hours with photos or videos of the product and packaging. We will assist you in returning or exchanging the product.