frequently asked questions

Account-Related Information
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If you are using the registered email address, try resetting the password. Click on Forgot your Password option & check the new login link in your registered email address.

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It is absolutely secure, don’t you worry! We ensure that the data you have entered is strictly confidential. To edit your personal info, you can visit “My Account” to make the changes you want.

Payment Related Information
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You can pay using a Credit Card I Debit Card I Net Banking I E-Wallets I EMI Options I UPI Payments I Cash on Delivery (COD)

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We understand that you might want to pay for an order in cash. That’s why we’ve got a very convenient option where you can pay at your doorstep before receiving the package & signing the delivery document. However, COD is totally dependent on the Brand Policy and the Brand’s product.

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Few places are not covered for COD by our delivery partners. Any inconvenience you face is regretted.

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At this time we accept only INR at shenaro.com. But please write to us to help you with the payment. EMAIL or Whatsapp.

GST Information
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GST is a tax applicable on the supply of goods and/or services with effect from July 1st, 2017. GST is levied on the transaction value of goods and/or services supplied. GST is required to be borne/paid by the ultimate consumer of the goods and/or services.

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If your order is fulfilled on or after July 1st, 2017, GST will be applicable on your orders. GST subsumes all other taxes like Excise duty, VAT, Entry tax etc.

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Yes. If you return or cancel the product(s), the GST amount, if levied will be refunded.
Shipping Related Information
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When you enter your PIN code while placing your order, we will instantly be able to tell you if we can deliver to your location. However, some sellers might not be able to ship to certain locations. The same would be informed to you via mail.
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All orders worth Rs.2999 or above, will be shipped free of cost. For any orders below Rs.2999, a nominal fee of Rs.149 would be applied. These charges would be automatically added to the cart on selecting the said items and would be visible on the checkout page. 

Delivery Related Information
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The delivery time depends upon the availability of the product and the handling time for the brand/seller and its logistics partner.

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You may contact our customer care team and we will ensure all help possible. Brands/ sellers generally pack and ship items within the time specified on the product page. Business days exclude public holidays and Sundays. Estimated delivery time depends on factors such as the brand/seller offering the product, Product availability with the brand/seller, the destination to which you want the order shipped, and the location of the seller.
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Since we partner with external logistic partners, we do not have a say in their delivery schedule. So you cannot choose a specific date and time for delivery. However, we could surely put in a request from your end.

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Please contact our customer care team as soon as possible, and we will try to reschedule the delivery. Please Email from your registered email id or Whatsapp Us. 

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Since we partner with external logistics providers, we do not have the contact information of the delivery executive. You will need to reach out to your local logistics provider of that Shipping Company.

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Since we partner with external logistics providers, we do not have the contact information of the delivery executive. Please contact our customer care team so we can ensure that the product is delivered to your doorstep. Please Email  from your registered email id or Whatsapp Us

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We understand that you can’t wait at your delivery address all the time, and that is exactly why most logistics partners try to attempt delivering your order thrice; each attempt on a consecutive day. So if you have missed the delivery please do not worry, wait till the courier partner makes another attempt. You could get in touch with your local courier provider of that Company. Alternatively, Please Email from your registered email id or Whatsapp Us immediately.

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No. However you will receive an SMS alerting you that your order is out for delivery. You can also track your order from the My Orders section in My Account.

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Yes.

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Please Email from your registered email id or Whatsapp Us and we will do our best to coordinate.

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Delays can occur because of bad weather, flight delays, political disruption, high volumes of shipments during sales or other unprecedented events such as COVID19. Get more information on your order by checking the Order Tracking page.

Returns & Refund Information
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Our refund policy and return policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

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Returns are not possible in cases where the brand/seller has mandated a no return policy, or for hygiene reasons. Also, we cannot accept returns after the timeline has lapsed.

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Yes, you can. Just select the product(s) you want to return and initiate the return right away. You should know that we cannot accept returns of incomplete product combos (for example: Buy one get one free combo, free gifts, etc.).

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Yes. Any freebies/gifts that you received will need to be returned along with the original product.

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Yes, products bought on sale can be returned, unless the Brand specifies otherwise.

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Here is how to return an item you ordered:
• Go to My Orders and select the item(s) you want to return.
• Copy the appropriate order No. from ‘My Orders’
• Please Email from your registered email id or Whatsapp Us along with the Order No.
• Tell us your reason for returning the item.
Once you are done, we will send you an acknowledgement of the cancellation.
Note that in some cases, we might not find the reason for returns acceptable because of seller policies; in such cases, we will call and advise you on the next steps
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Once you have made a return request with us, a pick-up will be arranged within 3 business days, in the case of apparel and accessories.
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The request will be considered as long as the return has been initiated within the return window. If there is a delay in picking up a product you want to return, contact our customer care team to reschedule the pick-up. Please Email from your registered email id or Whatsapp Us

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Items can be returned within 14 days from the date of delivery. All items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included. Any returns that do not comply with our policy will not be accepted.
Note: Return Policy differs from product to product, we request you to refer to the ‘Product Display Page’ of the item you wish to buy to know more about that item’s return policy

Q.

Unfortunately, if a pick-up facility is not available for your PIN code, we will request you to courier the products you want to return to us.

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Enclose the item(s) in original condition and packaging, along with the original box, as part of the return package. Remember, we cannot offer refunds for products if their tags/labels or seals have been tampered with. Please Email from your registered email id or Whatsapp Us, the proof of dispatch (the slip/air waybill provided by the logistics company).

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Yes.

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Once the return request is approved, you will receive an email notification that contains the airway bill (AWB) number. You can use it to track the product returned on our logistics partner’s website.

Q.

• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted.
• Next, contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund yet, Please Email  from your registered email id or Whatsapp Us.