Customer Care

Frequently Asked Questions

Q: How to Contact Us?
A: See details at bottom of this page.

Q: What are your delivery options?

A: For all shipments we use reputed courier services, both domestic and international.

Q: How do I track my order?

A: For all shipments a tracking number is provided. Delivery tracking can be done using the respective shipping service website as applicable.

FedEx: http://www.fedex.com/

Q: Do you ship internationally?

A: Yes we ship all products internationally. Orders totalling Rs 25000 have free shipping. Below Rs 25000 the shipping charges are extra and calculated by total weight of the items on the order.

Note: The local VAT / custom duties is not included in shipping cost and is to be borne by buyer when receiving the package as per local laws.

Returns Policy

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

A: Yes you can. At Bengal Looms India we believe in building a personal bonding with our customers. We take stringent measures to deliver all products to our customers, 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.

All items that fall under the above three categories can be returned or exchanged without any restocking fee. Please contact us prior to returning an item. 

We do not accept International Order items for returns *if* they are being returned from outside of India because it gets considered as "Import" and incurs additional duties by customs.

Q: How soon should I get back to you?

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.

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

A: 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 process such requests.

The Shipping Charges and other expenses to return the products would be borne by the customer.

For International paid orders (outside India) returns, the refund would be issued after deducting international courier charges for shipping (outgoing to buyer) i.e. the calculated shipping charges as in order invoice + India Import Duties (as charged by India Gov) + re-stocking fee (ranging between Rs. 250 - Rs. 500 as applicable). Take note depending on what the order total amount was if the final deduction is equal or more than the order amount then there is possibility you may forfeit your order amount fully.

Please note that products if they are being returned from outside of India incurs additional duties by India customs because it gets considered as "Import" and that will get deducted from final refund to customer.

We do not accept returns for any items which have been worn / used OR altered OR missing pieces under any circumstances.

By "Worn" means the product / item should not have been used and be like in its original fold, original condition, unwashed, unused.

By "Altered" means the product / fabric should not have been cut, stitched, modified, altered in any form from its original form.

By "Missing" means any fabric piece / accessory that came with the product in original packaging should not be missing such as "blouse piece".

Please note we do not commit any return/ refund/ exchange in cases of weaving artifacts such as weft direction faults, loose weft, warp streaks, tight or slack pick, tails out, etc.

In the event of false, frivolous or baseless complaints regarding the delivery or quality of the Products, the customer will not be eligible for refund or replacement.

Please do not send back any item without consulting with us.

Q: Will I be charged for any returns?

A: In case of items returned because of manufacturing defects / item(s) damaged during transit to buyer / wrong item shipped out, no charges are applicable.

For "Paid Orders" a restocking fee of Rs. 250 + 5% GST will be applicable for any returned item.

For "COD Orders" which were fulfilled using COD shipping facility, a 5% (of total items value) restocking fee + 5% GST will be deducted. Additionally the COD fee of Rs 105 is non-refundable.

Note: Any item returned in opened state / wrinkled state / damaged in transit due to improper return packaging will incur additional (in addition to the default Rs. 250 fee (for paid orders) / 5% (for COD orders) and COD fee of Rs 105 if applicable as stated above) restocking fee depending on the state of the returned item on a case by case basis. Seller reserves the right to determine the condition of returned item and the amount of additional restocking fee (ranging between Rs. 250 - Rs. 500) to be imposed, details of which would be provided to buyer for such scenarios prior to deduction from original payment refund.

Q: How will I be refunded for any returns?

A: 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 items as a replacement of equal value
    b. Full refund to the original mode of payment
    c. Coupon Code of equivalent value

Q: What will be the value of Refund/Exchange Item/Coupon Code in case I opt for the same?

A: 100% of the value of the goods including shipping costs will be ensured.  For Paid Orders a restocking fee of Rs.250 (plus 5% GST) & For "COD Order" a restocking fee of 5% of items value (plus 5% GST) will be applicable for any returned item which do not fall in the category of manufacturing defect / item(s) damaged during transit to buyer / wrong item shipped out. 

Additionally for orders which were fulfilled using COD, the COD fee of Rs 105 is non-refundable.

In any case, the refunds will not exceed the actual amount paid by you.

The Shipping Charges and other expenses to return the products would be borne by you.

Q: How soon will I get my refund?

A: The Refund will be initiated within 2 (business) days after the returned item is received and inspected if you choose this option, which will be credited back to you as per your bank/credit card guidelines.

Refunds to payments made by PayPal and/or Credit Cards generally take 5-10 business days to get processed and reflect on statements.

Q: I placed a "paid" order, the order was shipped but I did not take delivery of the shipment and hence the courier company returned the order back to origin. Will I get my order refund for returned item?

A:

For Domestic paid orders (within India), the refund would be issued after deducting domestic courier charges for both ways shipping (to buyer & back to seller) which is equal to INR 500 + re-stocking fee (ranging between Rs. 250 - Rs. 500 as applicable).

For International paid orders (outside India), the refund would be issued after deducting international courier charges for both ways shipping (to buyer & back to seller) i.e. the calculated shipping charges as in order invoice would be doubled + India Import Duties (as charged by India Gov) + re-stocking fee (ranging between Rs. 250 - Rs. 500 as applicable). Take note depending on what the order total amount was if the final deduction is equal or more than the order amount then there is possibility you may forfeit your order amount fully.

Bengal Looms India makes every effort to ensure the shipment arrives to you on time and provides complete support to resolve any shipping issues from the courier *but* the buyer is equally responsible to work with the courier to receive the shipment if say courier is unable to locate the address or buyer was not at home to receive and didn't contact courier for re-delivery, etc. We provide shipment tracking number the moment an order is shipped so that the buyer can be aware of shipment status real time.

Have any questions or concerns? We’re always ready to help!

Send us an Email at bengalloomsindia@gmail.com 

Mobile / Whatsapp : +91-9830896362

Main Office: 13B Bidhan Sarani, 1st Floor, Kolkata - 700006, West Bengal

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Use the Contact Form Below To Reach Us