FAQS
Frequently Asked Questions
You can find the answers to commonly asked questions by topic
Once your payment is authorized and your order is completed, you will receive an email and sms confirming the order placement. You would be provided with the order number, details of the order and the amount you have paid. For any concerns please email on [email protected]
‘My Orders’ page would provide you with complete information of your order including the order status, payment status and tracking details.
No, to avoid any confusion in order section and payment, we do not take orders on phonecalls. In case you need any assistance in placing an order, please send a message on Whatsapp at 8277995229 or drop in a mail requesting for a callback, and we’ll call you to assist you for any issues in placing the order.
The delivery in your pincode and estimate time of delivery can be checked on our order page by entering the pincode in ‘Check estimated delivery’ section. We are continually expanding our capabilities to deliver across all the pincodes in the country.
Unfortunately, once the order is placed, you won’t be able to add more items to it. You can place a new order for the items you missed out on adding.
Once you have placed an order, the details of your order populates in your ‘My Account’. You can cancel the order or specific items within 1 hour from the time it was placed. Once the 1 hour has lapsed, and the cancel option is inactive, please drop a cancellation request on mail with order details and the product you want to cancel, and we’ll do it for you. Alternatively, you may choose not to accept the order while delivery and we will refund the amount to you.
The payment options we support are:
- Credit Card
- Debit Card
- Net Banking
- PayU
- Razorpay
- Paytm Wallet
- Credit points/Loyalty Points
We process all online payments through Razorpay, PayU, Phonepe and Paytm which provides secure, encrypted connections for all credit card, debit card and Net Banking transactions..
There are no hidden charges. The prices shown against each product is the final price and you wouldn’t be asked to pay any more than that.
In case there is a failure in payment, please retry after 5 minutes, after ensuring correct banking credentials are used. If your account has been debited even after a payment failure, it is normally rolled back to your bank ac-count within 10 business days. For any further clarification, you can drop us an email.
We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been received by us yet. Please wait for 24 hours to check if the order has been confirmed or if the amount is credited back to you. If neither happens, please drop us a mail and we’ll help you further.
In case of order cancellations or payment failures, any credit point or loyalty points debited from your account will be added back within 48 hours.
Once the order is placed, we ship out the order through one of our various courier partners. All these partners are reputed logistic service provider. Once your order has been shipped you will get an e mail and SMS informing you the details of courier partner and AWB (Tracking number) number using which you can track your shipment. Furthermore, we would also share the estimate delivery dates via SMS and email.
Once your order is placed, we assign your order to one of our courier partners. A SMS would be sent to your registered phone number with the details of the courier partner along with the AWB (Tracking id). You can also find the AWB in your order summary page in ‘My Orders’. You can track the order using the AWB on the respective courier partner’s website
The delivery time varies from cities to cities. Typically it take 2 – 3 days for all metros & Tier 1 cities. Tier 2 & 3 cities may take 3 to 5 days. Some cities in north east India & J&K etc may take 5 to 7 days. You could enter your pin code at the product view page to know the exact estimate time of delivery.
Items in your order may be shipped from different locations to optimise the time of delivery. Hence, you might receive your order in different shipments in different packages.
The reasons why you would have partially received the order could be:
- We shipped out your items in two different shipments. The other would still be in transit.
- The stock for the remaining items was not available. In this case, you will receive a cancellation no-tification via email and the refund for the items will be initiated. Same can be checked in your ac-count in ’My order’ page.
None. We offer free shipping within India on all products purchased on its website.
We understand that you can’t wait at your delivery address all the time, and that is exactly why we will try to attempt delivering your order thrice. So, if you have missed the delivery please do not worry, we will try to make an attempt again. We’ll also drop you a call, in case you miss the delivery to understand your delivery requirements.
Right now, we do not deliver items internationally. You can make a purchase from anywhere in the world using Indian currency as mode of payment as long as the shipping address is within India.
In an unlikely event you find a tampered packaging or a missing product in your shipment, please click pictures of the packaging and share with us over mail. We’ll take that up with our logistics partner and will help you with regards to it.
Sometimes, the delivery partner hands over the order to the neighbour or the entry security guard of your society in case you’re not available. Please check if the delivery is made to them. In case it is not, please drop us a mail and we’ll investigate the issue with our logistics partner.
Yes. As long as we have delivery capabilities in the modified address you want delivery in, you can change the address or contact details for the delivery. Please drop us a mail with the requirements and we’ll get it done for you.
Unfortunately, we do not offer open delivery, and you can not check the product before accepting it. However, in case you do not like the product, you always can return the product back as per our return policy under 30 days no questions asked returns.
We have a flexible 30 days no questions asked returns policy which is absolutely customer friendly. If you do not find the product(s) satisfying, you can return it as long as the following conditions are met:
- Product is unused, unwashed and in original condition. You are welcome to try on a product but please take adequate measure to preserve its condition
- The price tags, brand tags, shoe-box and all original packaging must be present
- The product must be returned within 30 days
In case you wish to return the product, please follow these steps:
- Go the ‘My Order’ and select the order from which you wish to return the items
- Click ‘Return Product’ option
- Please select the reason for return
- Select where you want your refund back at a) Original Mode of Payment b) Credit Points
- Select the address where you want the pickup to be done from
- A return id will be generated against that product
- A pickup agent will come and do the Quality Check on the product you are returning to ensure return conditions are met
- Post the successful pickup, your refund will be initiated in next 2-3 working days
- Once the refund is initiated, the amount will be reflecting in your statement within 5 working days
You will not be able to return the product in the following conditions:
- The return window of 30 days is over
- The quality check of the product is not successful
- The product is non-returnable (Masks and Intimates)
No. In case you wish to return the product, please create a return for the product and hand over to the pickup agent assigned to pick up your product.
Unfortunately, we do not have an exchange policy right now. We only accept returns and we do have an easy 30 days return policy available.
Your refund is initiated within 2-3 business days post successful pickup of your product. It would take 3-5 working days post initiation from our end for the refund to reflect in your bank account/credit card statement.
To maintain the hygiene standards of the products, we do not offer returns on masks and intimate products. However, if you’ve received a non-returnable product in a damaged/defective condition, please drop us a mail with pictures attached immediately to initiate a request for refund.
No. You can select the products in the order which you wish to return from our ‘My Orders’ page in your account
No. You can not return the product to any offline stores. Please follow the steps mentioned in FAQs to initiate the return from your online account and hand it over to the pickup agent assigned.
Usually, the products will be pickup up from your address within 2-3 days after the return request is raised. In case if any delays or issues, please drop us a mail and we’ll be happy to help.
In an unlikely scenario if we are unable to pick up the product from your location, we’ll ask you to courier the product back to our warehouse. The details will be shared in such a scenario with you over the mail. We’ll refund you back the courier expenses you had to incur in form of credit points upto the value of Rs.200
In an unlikely scenario you have not received your refund within 7 business days post the pickup of the product, please drop us a mail and we’ll be happy to assist you with regards to it.
Your pickup would be cancelled after 3 failed pickup attempts. We’ll drop you a call post that to confirm if you want to go ahead with pickup or to understand any other issue.
Yes. You may select the address where you want the pickup to be done while creating the return. In case you want to change the address post creating the return, please drop us a mail with the details.
In case you receive a product different than what you ordered, please create a return and share the return details along with the picture to your customer service mail id. We’ll ensure you do not face any issues while the quality check during the pickup of the product.
Your credit points or loyalty points will be credited back to your account within 2 business days after the successful pickup of the product or the cancellation of the product.
While creating the return, you’ll get a choice of getting the refund back to the original source of payment, or in your account wallet as credit points. Once selected, we would not be able to reverse the refund to a different source.
Loyalty Points is our membership program where you earn the points on each purchase on offline store and at the online website. The rate of earning these points is governed by our Upper Crest Membership program policies. The value of 1 loyalty point is Rs 0.50
Credit points are your account wallet balance amount which is the actual amount of the product when returned and refund claimed in wallet or in case of cashbacks. The value of 1 credit point is Rs. 1
While the credit points do not have any expiry, the loyalty points come with an expiry which you can check from the My account page by selecting ‘Loyalty Points’. In case your account is suspended or closed due to any reason, you’ll lose the credit and loyalty points attached to that account. Loyalty and credit points can not be transferred from one account to another.
While placing the order, in your checkout page you’ll find the option of ‘Apply coupons and Promotions’. There you select any of the given option from Credit Points, Loyalty points or any Promotional Coupons. You’ll receive OTP in your registered mobile number to permit access of these points.
In case you are unable to use a voucher or a coupon code applicable on our website, please drop us a mail with the following details and we’ll help you with it:
- Voucher Code/Coupon Code
- Source of the Voucher/Coupon Code
- Screenshot of the voucher/coupon source (if applicable)
- Terms and conditions of the coupon code/voucher code (if available)
You’ll be able to check all the transaction history of your credits and loyalty points in your ‘My account’ page. It’ll show you the earnings, usage and the attached expiry date of your credit and loyalty points.