Frequently Asked Questions (FAQs)
Registering With Indian Silk House And MY Account
Q: How Do I Register on the website?
A: Click on the ‘Create An Account’ option on the top right of the home page. Fill in the required information.
Q: From where can I log in to My Account?
A: On our home page at the top right corner you will see the option of log in /create an account. Click on it and you will be guided to the "log in" page.
Q: How will I know whether I am registered with you or not?
A: We will send you automated email confirming that you are registered with us along with your login ID and password.
Q: What do I do if I have forgotten my password or my password does not work?
A: If you have forgotten your password or it does not work for some reason, the first step is to try the Forgot Password link to generate a new password. If this new password doesn't work, please contact Customer Support.
Discounts
Q: Do you provide any discounts like other websites ?
A: We offer our products at a very reasonable price and we do not practice discounts on our regular range. Our mission is to ensure genuine products at genuine prices.
Q: Can I use two discount codes at a time ?
A: Only one discount code can be used at a time to place an order .
Q: Is there any time limit to redeem the gift voucher?
A: The gift voucher has a lifetime validity.
Payments & Security
Q: What are the different modes of payment that I can opt?
A: We accept payments through:
- i. Credit Cards: Visa/Master Card/American Express/Diners Club cards
- ii. Debit Card
- iii. Net banking
- iv. Cash on delivery only in India.
For more details please check payment policy.
Q: Can I pay for my order partially?
A: Partial payment is not applicable. To complete your order you need to make a full payment.
Q: Is it safe to give my credit card details over the internet?
A: We do not seek any credit card information from our customers through e-mails, phone calls or in any other way. Also, we suggest you to please do not share it with anyone. However, for the interest of those customers who are making online payment, we are using special credit card security technology called SSL (Secure Sockets Layer). This encrypts your credit card number so that it cannot be read as the information travels over the Internet. All your credit card details which you fill online for making payment on our website directly goes to the issuer bank.
Custom Duties And Taxes
Q: Do I Have To Pay Duties And Taxes?
A: All custom duties and taxes are borne by the customer. VAT/custom taxes and import duties must be paid directly by the buyer to the courier agency. VAT / Custom Taxes and Import Duties are not included in our ordering process, but may be charged to you by your government.
Returns, Exchange And Refund
Q: How Do I Return A Product?
A: In case a product ordered is damaged or has a manufacturing defect or a wrong product has been delivered, we would request you to please take a photograph of the damaged product/s and contact our customer service team at info@indiansilkhouse.com within 24 hours of receiving the order. Please retain all packaging materials, original invoice and the product/s until a set of instructions from indian silk house regarding the same is received. In case of any other complaints regarding the delivered package, email us at info@indiansilkhouse.com within 24 hours of receiving the product and we shall act on it promptly. Read our return poliicy for more details .
Q: I received an item which is defective, please help.
A: We request you to email us the photographs of the item received highlighting the defect within 24 hours so that we can assist you with the solution as soon as possible.
Q: Do you provide Drop-Ship facility?
A: Currently we do not offer this facility.
Q: Do you provide return shipping label?
A: Currently we do not offer this facility.
Q: Will I Get A Full Refund If I Return A Product?
A: Indian silk house will refund the paid amount in full only if the order delivered is damaged or an incorrect order is delivered. No refund will be given by indian silk house if the order has been delivered with the color and size as selected by the customer while placing the order. In the event of the error having occurred on the part of indian silk house the product can be replaced or the amount can be refunded at the sole discretion of indian silk house.
Q: If you are unable to provide the item purchased or ordered , will you refund ?
A: In case of multiple products being ordered, and if for any reason, indian silk house is unable to deliver a certain product/s, the customer shall be given a choice to select an alternate product. However, in case the customer do not wish to select any alternate product/s, Indian silk house shall agree to either provide store credit to be used for future purchases or refund the amount for that particular product. The decision to provide a refund lies at the sole discretion of Indian silk house.
Placing An Order
Q: Do I need to type my address every time I order?
A: For registered users we offer the facility to retrieve saved addresses. For all new customers, we send the login password to the email address provided at the time of registration. Once you have ordered 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 addresses.
Q: How do I place an order?
A: Shopping on www.indiansilkhouse.com is fun, easy and very addictive.
- 1. Browse the website to find what you'd like to purchase.
- 2. Once you have found a product you like, select your size (if there is one) , color (if there is a choice ) , choose other options from free falls, pico, blouse stitching and netting in case of a saree and click on the 'ADD TO CART' button next to each product.
- 3. Review the items in your shopping cart by clicking the 'SHOPPING CART' icon at the top of the page. You can use the 'REMOVE FROM CART' link to delete items from your shopping cart as well.
- 4. Click on 'CHECK OUT' to complete your order.
- 5. Login with your account details or proceed as guest
- 6. Enter the shipping address and select a payment mode to proceed with the payment.
- 7. Click confirm order and complete the payment.
- 8. On successful order placement the Order ID will be generated.
Q: Are The Colors Or Products Shown On The Website Accurate?
A: Products on www.indiansilkhouse.com are hand made/ hand crafted and specially handpicked for you from various parts of India. Due to the intricate and unique nature of the ethnic products available on our website, we take great pains in ensuring that we photograph all our products under standard lighting conditions so that the product image you see is as close to the product. However, there may be minor variations in the color of the fabric, dyes, prints or embroideries of the product image you see on your monitor and the actual product.
Q: Will I receive the exact blouse as in the picture?
A: There are items on the website in which the blouse worn by the model is for photography purpose only. Hence the matching blouse piece which we provide with the saree may differ from the picture.
Q: When will I receive my ordered goods ?
A: The approximate time to ship of all the items is mentioned on the website. Additional 10 days are required for customization before we can ship your articles.
Q: I can see items in 1 day time to ship. Does that mean that I will get my item in 1 day?
A: The product will be dispatched within 1 bussiness day of placing the order. If you have opted for fall ,edging and netting then additional 1-2 days will be required before we can ship it to you. An additional 4-7 days are required to deliver the product at your doorstep. Also, if you opt for stitching then it will take 10 days extra for customization.
Q: Why was my order partially shipped?
A: This can happen as different items have different processing time. Items which get ready first are shipped to you separately.
Q: Can I remove stitching after my order has been placed?
A: Yes, we can certainly remove the stitching or customization request from your order before it has been moved to the Processing stage.
Q: Will the out of stock item be available again?
A: Once an item is out of stock/ sold out there is no certainty to provide that item in future. However you can check the similar items available on the website or write an email to us if you want at have that product .We will help you with similar items or try to make that product for you to fulfill your requirement coz customer satisfaction is our first priority.
Q: How can I place an order of an item in multiple pieces or bulk?
A: Most of handloom products have limited production .All you need to do is provide us the item code and the required number through an email so that we can check and inform you about the availability.
Measurements And Customization
Q: I wish to make some changes in the submitted measurements for my order. How do I do that?
A: Measurement can be changed till the time the item is not sent for stitching and the updated measurement attributes must be communicated to our customer service team on priority.
Q: Do you provide margin on customizable items?
A: 4 Inches loosening will be available in all items pre stitched or custom tailored.
Q: Can I submit my measurement later?
A: Yes, you can submit your measurements later. However to ensure that your order is processed at the earliest, we urge you to submit your measurements with the order.
Q: What does netting option mean?
A: We put a thin net on the back of the woven border and /or pallu to protect its threads from being pulled off . This option may be taken by paying extra charge in case of intricately woven sarees specially Benarasi and such sarees which have lots of threads at the back.
Shipping
Q: Do you ship items worldwide?
A: Yes, we ship the orders to every corner of the world. We have partnered with reputed shipping firms to offer our customers the best service.
Q: What Are Your Shipping Charges?
A: Within India shipping is free. But outside India it is chargable.The shipping charges are volumetric and will be stated at the time of check out!
Q: How Long Will It Take you to send My Product?
A: An approximate shipping time is mentioned against each product on www.indiansilkhouse.com . These are merely indicative, our endeavour will be to get the order delivered to you as fast as possible. If we forsee any delays, our customer service team will update you about the same well in time.
Q: How do I track my order?
A: Before an order is shipped, you can login to the My Account section and view the Order Details to review its status. Once an order is shipped, we email the courier company's name and order tracking number to you. You can visit the courier company's website to track your order. The tracking code may take 24 business hours to activate on the tracking website.
Q: Can Billing Address and Shipping Address be different?
A: Yes, you can give different addresses according to your convenience.
Q: How safe is my order during transit?
A: We operate with all the renowned logistics companies such as FedEx and DTDC. The delivery of your items is completely secure.
Our Stores
Q: Where are Indian Silk House outlets located?
A: Indian Silk House has only two outlets in Kolkata. The iconic store Indian silk House is located on college street and our new showroom Indian Silk House Exclusives is located on lake road. The addresses of both the stores and their phone numbers can be seen in 'OUR STORES' icon in the footer. Other than these two outlets , we do not have any other associate store in any part of kolkata or elsewhere. The stores using our name with any suffix or prefixes like THE , ADI , NEW, AGENCIES etc. have no connection with us.
Wholesale Orders
Q: Do you accept wholesale orders?
A: We do accept wholesale orders, we request you to email us at info@indiansilkhouse.com with your inquiry, and we will get back to you within 1 bussiness day.Need assistance with something specific? Write to us, our Customer Support Team will be happy to assist you.