Shipping; Exchange & Return Policy
RETURN & EXCHANGES
What are the terms of the exchange policy?
You can apply for an exchange within 7 days of the product being delivered.
We do not have our own delivery service, we rely on delivery partners like Bluedart, Delhivery, DTDC etc.
In case of an exchange the delivery partner charges us for a reverse pickup from the customer’s location and the additional delivery charges for delivering the new product again to the customer’s location, as these charges are two-way, we request our customers to pay one way charge i.e. ₹100.
(Sale items are non-replaceable)
I purchased a product at a discount. Will I get a refund of the original value of the product?
If the order placed during a sale is returned to us, only the amount paid by the customer will be refunded, not the current product price.
How do I create an exchange request?
To exchange your order, you will need to log in to your account and follow the steps:
Go to ‘Contact Us’
Create a ticket by filling out the fields and describing your exchange request.
Your replacement order will be shipped once the original order is successfully received at our warehouse, and the tracking details will be shared with you accordingly.
In case your pin-code is non-serviceable for the reverse pick up facility, we request you to self-ship the product to us. We will credit 100 Money in your account in lieu of the shipping costs, and once the original order is received, the replacement will be shipped out for you.
I have created an exchange request. When will the product be picked up?
Once your exchange request has been accepted, your reverse pickup will be arranged within 3 days. (In case your pin-code is non-serviceable for the reverse pick up facility, we request you to self-ship the product to us. We will credit 100 Money in your account in lieu of the shipping costs, and once the original order is received, the replacement will be shipped out for you.)
When will my exchange product be delivered?
The exchange product is shipped out once the original product reaches our warehouse and the quality check is done; this whole process can take up to 10-15 days. So the customer can expect to receive the exchange order in 15-20 days.
I exchanged the product once but want to exchange it again. How can I do that?
Once the product is exchanged and delivered, no further actions such as exchange or refund will be applicable on that order.
What are the terms for the return policy?
Customers can only exchange their order within 7 days after an order has been delivered. Returns are only possible if there are some manufacturing defects in the delivered product. Return requests are to be raised within 3 days from the time of delivery in case of manufacturing defects. (Sale items are non-returnable)
We have a reverse pick up facility for most pin codes. For pin codes that are non-serviceable by our courier partners against the reverse pick up policy, you will have to self-ship the product(s). (the return shipping cost will be credited back to the customer’s store wallet)
We do not accept returns on certain categories, including but not limited to stationary items like stickers, posters, collage kits, framed posters, keychains, and shorts.
In case of return, the customer will only be reimbursed the amount paid for the products. COD and delivery charges will not be reimbursed after the goods return.
When will my return be rejected?
We may refuse returns if the items received have not been sent back with all their original packaging and in perfect condition.
How and when will I get my refund?
In case the order has been returned due to some manufacturing defects, the refund will be processed to the customer’s original source of payment. In case of COD orders, the customers will be asked to provide their account details to process the refund.
In case I return the products, will the COD/Shipping charges be credited back?
No. These charges are applicable each time an order is placed and are non-refundable.
Can I return my order after 3 days?
We always strive to give the best service to our customers; sometimes, we understand that it is not possible to register a request within the given time.
Please reach out to customer support by submitting your request via the “contact us” form, with your original product photo, and we will try and get the best solution for you.
How do I create a return request?
Just mail us at [email protected]; our customer care representatives will help you with the process.
Shipping and Tracking
How long will it take for the order to be delivered?
All orders are processed within 12-24 hours.
Estimated delivery time
All of India: 7-14 days.
(Please note: All the COD orders may take up to 24-48 hours to be processed.)
What if my product is undelivered?
For prepaid orders, if our courier partners are unable to deliver the product and they send it back to us, we will initiate a refund as store credit to your Nakutaro account, which will reflect within 48-72 hours of initiation.
How do I track my order?
You can track your order once it has been dispatched from our warehouse. An email, SMS, and Whatsapp notification will be sent with a link. You can also track it from your account on the website by selecting ‘Orders’ from the top right corner and then clicking on ‘Track Order’ for the respective Order ID.
Are there any additional shipping charges?
Nakutaro provides FREE shipping for all orders above ₹999 in India. A shipping charge of ₹80 is payable only on orders below ₹999. Minimum order value should be ₹199 (excluding GST).
Order and Payment
Money from my account was deducted but my order was not confirmed. What should I do?
In case this happens, please contact our customer care with the screenshot of the payment done by you at [email protected] so we can get the issue resolved at the earliest.
How can I get my order delivered faster?
Sorry, currently we do not have any service available to expedite the order delivery. In the future, if we start offering such a service and your area pincode is serviceable, you will receive a communication from our end.
How do I cancel the order that I have placed?
Tap on “My Orders” section under the main menu of our Website and then select the order you want to cancel. The ‘Cancel’ option will only be available before your order is shipped. If you are facing an issue, please email us at [email protected], and we will sort it for you.
How do I know my order was placed successfully?
Once you successfully place your order, you will receive a confirmation email & SMS/Whatsapp with details of your order and your order ID.
How do I check the status of my order?
To find out when your order is arriving, you need to first log in to your account. Click on the Menu bar on your left-hand side of the screen.
Click on My Orders to see the status of your current order (as well as your order history). You can also simply click on the product from the Order ID to check your order status.
After your order has been successfully placed, you will immediately receive confirmation and order details via email and SMS. Once your products have been shipped, you will be notified again via email, SMS, and Whatsapp.
If there are any other issues or delays that come up, or you need the order to be delivered urgently, write to us at [email protected], and we will see what we can do to help.
I want to add more products to my order. Is it possible?
If after placing the order you want to add something to it, please contact us at [email protected], and we’ll get it done for you.