Shipping, Order Tracking & Delivery

 

• How can I track the status of my order?
  We usually ship out all orders that we receive within 4 working days. At the time of shipping the order, you will receive a notification on the registered email and contact number from us with details of the delivery partner and tracking ID, these can be used to track your order. In addition, you can also track the status of your order here:
  https://thehouseofrare.clickpost.in/

 

• Will someone call me before delivering the order?
  We work with leading shipping partners in India to assure that your delivery experience is great! Our courier partner will send a text message once your order is out for delivery. You will receive a call from the delivery person before they reach the delivery address.
  
• Are there any shipping charges applicable to my order?
  There’s free shipping on orders above ₹2000. Shipping charges ₹200 for orders under ₹2000.
  
• How much time will it take to dispatch my order?
  Your order would be dispatched within 4 working days of the order being placed. You will receive a tracking link via email and SMS upon dispatch. “Please also note that the above timelines are based on estimates provided by our delivery partners and any unforeseen situations might cause delays”
  
• Can I open the package to check the contents before accepting it?
  As per company policy, a package can't be opened for inspection before accepting delivery, but you can accept the package and get in touch with us later in case you have any concerns. Please drop an email to support@thehouseofrare.com with unpacking footage within the timeline of 24 hours post-delivery.
  
• Why is the 'Cash on Delivery’ payment mode not available at my location?
  Availability of the 'Cash on Delivery’ payment mode depends on the courier services that deliver to your location. Courier service providers also have a pre-set limit on the amount you can pay through cash on delivery based on the destination. Your order could have exceeded this limit therefore the option is unavailable to you. You will also get exciting benefits for prepaid orders.
  
• My package shows as delivered but I can't find it, what should I do?
  If your tracking information shows that your package was delivered, but you can't find it:
  Check your phone for any notifications about attempted delivery.
  See if any of your neighbors/friends/relatives/house owners/security guards have collected your product on your behalf. In the unlikely event of you still not being able to locate your item, please contact us within 24 hours of delivery and we will be happy to help. Please note we won't be able to consider the concern after 24 hours of delivery especially if it is OTP verified delivery.
  
• Items are missing from my order, what should I do?
  Please note that all our dispatches are made from a fully automated digitized warehouse which ensures that such errors do not occur. However, in the unfortunate event that this happens, we would request you to please reach out to us within 24 hours of delivery on any of the support channels(Call/Email) with an unpacking video and we would be delighted to help you. We will be doing an in-depth investigation and would require 5-7 working days for the same. Your patience during this period would be greatly appreciated.
  
• What happens when my order does not get delivered on time?
  In case the order does not get delivered within 7-10 working days, you can write to us at support@thehouseofrare.com. We will do our best to get it delivered for you at the earliest.
  
• My order status says “RTO” - what does this mean?
  • RTO stands for Return to Origin. For all orders that are shipped from our side, our delivery partners make a maximum of 3 delivery attempts. Your order will be marked as undelivered by our shipping partner only for the below reasons;
    • Delivery partners are unable to contact you.
    • They are unable to locate your address.
    • You have registered an incorrect phone number or provided the wrong delivery address.
    • Pin code is incorrect, etc.

                    Keep in mind, as soon as the first delivery attempt fails, our shipping partners will contact you to reschedule the delivery. However, if in the next 2 attempts as well, the delivery partner still fails to deliver for the above-mentioned reasons, then the order shall be sent back to us and marked as RTO.

To prevent this from happening, we request that you answer calls from delivery partners and in case the order is undelivered on the first attempt, please respond to the delivery partner messages to reschedule the delivery.

 If it so happens that your order has been RTO’ed without the proper attempts, you can reach out to us on any of the support channels(Call/Email) and we will be glad to help you further to ensure you receive your order.

RETURN AND EXCHANGE

• How to place a return/exchange request?

Website

• Visit the returns/exchange sections on the website or click here to raise the return request for your order.
• Please select the brand accordingly.
• Submit the order number and registered email id in the empty fields.
• Follow the instructions and select the item(s) you would want to return/exchange.
• In case of an exchange request, select the item from the listing which you want to exchange them with.
• A confirmation email will be shared once your return/exchange request is approved.

Note: Orders placed on the Articale’s website can only be exchanged and no returns are permissible.

Application

• Log in to the app with the registered details.
• Click on ☰ icon
• Go to “Orders”
• Select the desired order number you want to claim a refund/exchange.
• Follow the instructions and select the item(s) you would want to return/exchange.
• In case of an exchange request, select the item from the listing which you want to exchange them with.
• A confirmation email will be shared once your return/exchange request is approved
  

Note: Refund/Exchange is not available for the following products. Mask, Boxers, Socks & Products at or below Rs.899/-

Please note that the return request needs to be raised within 7 days of the delivery date. Reverse pickup will be initiated in 2 working days by our courier partner.

In addition, all returned products must be unused,  unwashed, or undamaged and must be returned with the original packing and tags when we receive them. Items without tags will not be accepted. The new order will be on its way as soon as the exchange item is verified at our warehouse. The exchange process is subject to your exchange item meeting the above conditions.

• What happens if I want to return/exchange the product after the return window is closed?
  • We're very sorry but we do not accept returns after 7 days of delivery date.
• What to do if the product is delivered in a damaged condition?
  • We strive to deliver the best quality standards, however, in case you receive a damaged / defective product, we should be notified within 24 hours of delivery. Also, we request you email us a photograph of the damaged / defective product to support@thehouseofrare.com. In case you fail to intimate about the same within 24 hours of delivery, the return will not be processed.
    
• In how many days will my return be picked up?
  • It takes up to 2 working days to initiate the return pickup from your location, once the return/exchange request has been approved. In case your return pickup is not done within 2 working days, please reach out to our helpline at 08066085236 or write an email to support@thehouseofrare.com
    
• Is the return/exchange policy applicable to all the products?
  • Any item purchased during a sale is non-refundable.
  • Only exchange will be applicable on orders purchased on sale/offer.
  • Return/Exchange is not applicable for Mask, Boxers, Socks & Products that are at or below Rs.899/-
    
• What is the refund procedure for returned orders?
  • Once the return request has been raised on our app or web, our pickup partners will initiate reverse pickup of your order within 2 working days once the request is approved. As soon as we are notified about a successful return pickup, we initiate the refunds within 3 working days of us receiving the update. Please note that refund cannot be initiated unless the return pickup is complete and we get an update on the same

Please note it takes 6 working days to initiate the refund to a gift card.

• For Prepaid orders: Refunds are initiated directly to the source account.
• For COD orders: Refunds are initiated via a Razorpay Payout link, which we share with the customers who opted for the return option. Please enter the correct details in the link to choose the mode of accepting payment. Any bank account details provided by the customer will be considered final. No changes can be made once the link is redeemed.
• For Gift card orders: Refund will be routed back to the gift card. Please note that gift card refunds cannot be sent to any other payment source.
• For any combination of the above: all refunds will be done in the same proportion in which the payments were received including the partial refunds.
  
  

 

• How are COD refunds done?
  • To make COD refunds fast and convenient, we issue COD refunds via Payout links. No more hassle or waste of time in collecting bank account details.

Once your item is picked up, our team will issue you a Payout link. To accept refunds via a payout link:

• You will receive the payout link on your registered email id.
• Click on the link and confirm your phone number via OTP
• Choose the mode in which you would like to receive the refund(UPI or bank account)
• Payout will be processed to your account within 24 hours!

 

• My return order is not yet picked up. It is delayed!

For all the return requests, our delivery partners make a maximum of 3 reverse pickup attempts. Your reverse request will be marked as a pick-up exception or canceled  for the below reasons;

• Delivery partners are not able to contact you.
• Not able to locate your address.
• You have registered an incorrect phone number or provided the wrong delivery address.
• Pin code is incorrect etc.

Keep in mind, as soon as the first reverse pickup attempt fails, our shipping partners will contact you to reschedule the pickup. However, if in the next 2 attempts as well, the delivery partner still fails to pick up the return order for the above-mentioned reasons, then the order shall be marked as canceled.

To prevent this from happening, we request that you answer calls from delivery partners and in case the reverse item pickup fails on the first attempt, please respond to the delivery partner messages to reschedule the pickup. If it so happens that your reverse request order gets canceled without the proper attempts, you can reach out to us on any of the support channels(Call/Email) and we will be glad to help you further! 

 

CANCELLATION AND MODIFICATION

• How can I cancel the order?
  • To cancel, Please contact customer support at 08066085236 before it gets dispatched, also feel free to reach us at support@thehouseofrare.com. We won't be able to take the cancellation request once the order is dispatched. If you still don't want to receive the order, you can refuse the package at the time of delivery.
    
• Can I change or modify addresses/orders that are already placed?
  You would not be able to change any details or modify the number of items, sizes, or designs once you have already placed an order. You can place another fresh order with the desired modifications. We recommend you to get in touch with us at 080-66085236 (10 AM to 6 PM)
  “Address changes info to be added”
  
• How will I get a refund for the canceled order?
  • Once the order has been canceled, it usually takes us up to 3 working days to initiate the refund process; please note it takes 6 working days to initiate the refund to a gift card.
• For Prepaid orders: Refunds are initiated directly to the source account.
• For Gift card orders: Refund will be sent back to the gift card. Please note that gift card refunds cannot be sent back to any other payment source.
• For any combination of the above: all refunds will be done in the same proportion in which the payments were received including the partial refunds.
  
• How will I get a refund for the refused/undelivered prepaid order?
  • Once the order has been marked as RTO by our courier partner, it usually takes us up to 3 working days to initiate the refund process; please note it takes 6 working days to initiate the refund to a gift card.
• For Prepaid orders: Refunds are initiated directly to the source account.
• For Gift card orders: Refund will be done back to the gift card. Please note that gift card refunds cannot be done to any other payment source.
• For any combination of the above: all refunds will be done in the same proportion in which the payments were received including the partial refunds.
  

 PAYMENTS

• MY PAYMENT FAILED WHILE MAKING A PURCHASE. WHAT SHOULD I DO?
  • Mail us the details of your transaction to support@thehouseofrare.com, we will verify and get back to you at the earliest.
  • Also, we’re easily approachable by phone on our contact number - 08066085236

 

SIZING HELP

• HOW DO I DETERMINE THE CORRECT SIZE FOR ME?
  • While placing your order you will find an option for the SIZE CHART on the product page which will give you detailed information on sizes and fit, Click on it and you will be able to figure out your perfect size. You can write to us at support@thehouseofrare.com just in case you need any information or help.