SHIPPING POLICY

1. Our Contract

Your order is an offer to us to buy the product(s) in your order. When you place an order to purchase a product from us, you will receive an e-mail confirming receipt of your order and containing the details of your order (the "Order Confirmation E-mail"). The Order Confirmation E-mail is acknowledgement that we have received your order, and does not confirm acceptance of your offer to buy the product(s) ordered. We only accept your offer, and conclude the contract of sale for a product ordered by you, when the product is dispatched to you and an e-mail confirmation is sent to you that the product has been dispatched to you (the "Dispatch Confirmation E-mail"). If your order is dispatched in more than one package, you may receive a separate Dispatch Confirmation E-mail for each package, and each Dispatch Confirmation E-mail and corresponding dispatch will conclude a separate contract of sale between you and us for the product(s) specified in that Dispatch Confirmation E-mail.

Your contract is with us and you confirm that the product(s) ordered by you are purchased for your internal / personal purpose and not for re-sale or business purpose. You authorize us to declare and provide declaration to any governmental authority on your behalf stating the aforesaid purpose of the products ordered by you on the Website.

You can cancel your order for a product at no cost any time before we send the Dispatch Confirmation E-mail relating to that product.

Please note that we sell products only in quantities which correspond to the typical needs of an average household. This applies both to the number of products ordered within a single order and the placing of several orders for the same product where the individual orders comprise a quantity typical for a normal household.

2. How long will my order take to arrive?

We make sure to process your order as quickly as possible. Order will arrive at the delivery address within 2-15 working days depending on the country and pin code. We ship throughout the week except on Sundays and public holidays. To ensure that your order reaches you in good condition and in the least time possible, we ship solely through reputed courier partners.

Public holidays are as applicable in India.

Cash on delivery (COD) orders are only shipped after phone number and address verification. We request you to provide your correct phone number so that verification of COD orders can happen smoothly. COD facility is available only for select pin codes within India. All International orders need to be prepaid.

3. Do you ship to PO Box Addresses?

Unfortunately, we are unable to ship to a PO Box address.

4. I shipped my order to the wrong address. Can you reship my order?

We can only accommodate an address change request prior to dispatch of product(s) from our warehouse.

Please raise the request by:

1. Email us on queries@ikaiasai.com with your details and updated shipping address
2. Call us on our customer care number +91-8693862041 and we will assist you with your address change request

5. Will I have to pay shipping charges for delivery in India?

6. Do you ship outside India?

We ship outside India in a selective manner. For shipments to customers, we only ship to India, United Kingdom, Europe and USA. For shipments to businesses and retailers we ship globally.

For retail orders, please email us at sales@ikaiasai.com.

7. What are shipping charges for delivery outside India?

Shipping charges are applicable on all international orders. Shipping and handling rates vary based on the product, its size and volume, the packaging used and the shipping destination. You will see the final shipping and handling charges at the time of checkout after you provide the shipping address for your order.

8. Where is my order?

You will receive an email notification from our logistics partner as soon your order gets handed over to our courier partners. Alternatively, you may call us on our customer care at 91-8693862041 and/or email us at queries@ikaiasai.com.

9. Are there any hidden costs for products being sold at Ikai Asai?

All prices mentioned on the website are inclusive of taxes and delivery charges under standard delivery in India.

Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these customs duty charges will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with Fedex to customs clear your goods for you and deliver them to your doorstep. If you are presented with an invoice from Fedex for import duties and taxes, you will have to pay Fedex directly at the time of delivery.

In case of customer refuses to pay the custom duty or any additional import duties, then customer would be liable to bear the shipping charges and amount would be refund after deducting the shipping charges for the particular shipment.

10. My order is a gift order. What extra arrangement you do for it?

You can add a personal message while placing your order. We will dispatch your gift-order with your message printed on a gift card.

11. I don’t want recipient to receive invoice/package value as it’s a gift. Can this be done?

Unfortunately, it is mandatory for all packages to be dispatched with invoices as per government regulations. Contact our customer care at +91-8693862041 or email us at queries@ikaiasai.com for more detail.

12. Where is my order processed from?

All orders get processed from our warehouse in Bhiwandi, Maharashtra, India.

13. Do you offer in-store pick-up for online orders?

Currently, we are not offering this service.

PRICING AND PAYMENT POLICY

1. How will the products be priced?

The products will be priced dynamically as per the location of the customer for the following:

• United Kingdom - Pound
• Europe - Euro
• USA - Dollars
• All Others - INR

2. What are the accepted payment methods for domestic transactions?

You can make payment in INR on Payment Gateway through credit card, Debt card, Net banking, Wallets etc. You can make GBP payments through PayPal.

3. What are the accepted payment methods for international transactions?

We accept PayPal.

4. How do I use Credit Notes, Gift Cards and Vouchers for making payments?

You can use Gift Cards & Vouchers at the checkout page. Credit notes can be availed after talking to our customer care.

5. What if my card has been charged multiple times for the same order?

We will refund the extra amount after receipt of money and bank confirmation. Get in touch with customer support if issues persist.

6. FAQ’s for COD (Cash/Collection On Delivery) Order:

Cash on delivery is a payment method where you pay for an order in cash at the time of delivery.

a. Do you provide Card on Delivery services?

We are currently offering card on delivery services at limited pin codes in Bengaluru, Delhi and Mumbai in India. Please check with our customer care at +91-8693862041 if you can pay by card on delivery. Card on delivery facility is unavailable for delivery address outside India.

b. Why if COD option is not available at my location?

Our reach in terms of COD facility is limited and as per the reach of our logistics partner. When you enter your pin code while ordering, we will tell you whether COD option is available at your location or not. If your location is not supported by COD option, please change your mode of payment.

c. Are there any additional charges for COD orders?

No

d. Do you accept Cheque for the payment instead of cash?

No

e. Is there any limit for COD orders?

Yes. COD is only applicable for order value under Rs 20,000.

f. What do I do if no one is at home during order delivery?

Our delivery person will call you while making a delivery attempt. You can let them know your preferred date of delivery. Alternatively, you can inform our customer care at +91-8693862041

g. Important points to ensure that your COD transaction goes smoothly:

• Confirm your order via phone or email when our customer support representative contacts you for order confirmation. Please provide an alternate contact number in case your primary number is unreachable.
• Please ensure that the mobile number that you provide for your COD order is available and answered
• Your address and landmark should be clear. It will help us locate you easily and ensure a smooth process
• Please keep the COD amount ready at the designated address. If you are not available at the time of delivery, please assign somebody at your delivery location with the COD amount ready

CANCELLATION, EXCHANGE AND RETURN POLICY

1. CANCELLATION POLICY

We can accommodate an order cancellation request only in cases where the product(s) has not yet been dispatched from our warehouse. Please raise the request by:

a. Email us your cancellation request at queries@ikaiasai.com or call us at +91-8693862041

b. Chat with our customer support representative on our website to raise cancellation before dispatch

2. EXCHANGE POLICY

a. Exchange and returns are possible for orders delivered in India. Orders delivered outside India cannot be exchanged.

b. In case of an exchange requirement of a different size in the same style/SKU, please get in get in touch with our customer support.

c. Exchanged item will be delivered within 2-15 days post receipt of returned item.

d. All items eligible for return and exchange must be returned with price tags, craft cards, invoice etc. in the original box/package as delivered to you.

For anymore queries please contact us.

3. RETURN POLICY

At Ikai Asai, we want our customers to be happy and satisfied with every purchase. If you aren’t satisfied with your purchase, you can simply initiate a return request within 7 days of delivery. However, all international orders are non-returnable.

a. How do I initiate return for an item delivered in India?

We will happily accept returns up to 7 days from the day that you received your product. You can request a product return through the following options:

• Call our toll-free customer service helpline on +91-8693862041 and request for your product(s) to be returned
• Email your cancellation request at queries@ikaiasai.com
• Chat with our customer support agent on website to raise return request

We will email you a confirmation of your return as soon as it is processed.

b. What is the return process?

1. Raise a return request with customer care or our website through chat
2. Prepare package with original packaging, tags, and invoices
3. Attach return label over the package
4. Hand over the package to our logistics partner

c. Do you arrange reverse pickups for return?

Yes, we do arrange reverse pick-ups for selected locations. You can check if your location has this facility by contacting our customer care. In case reverse pick up cannot be arranged at your location, you need to ship the product back to us. We’ll reimburse your courier charges up to Rs 400 upon submission of courier invoice to us.

d. How many reverse pick up attempts do you make?

We’ll make three pick up attempts. If reverse pick up doesn’t happen in three attempts, you will have to courier the product back to us.

e. What are return conditions?

Not all items are eligible for returns. Paintings, exclusive items, customised and bulky products are not eligible for returns. All items eligible for return must be returned with price tags, craft cards, etc. in the original box/package as delivered to you. Please contact our customer care at +91-8693862041 for more information and to check if your item is eligible for a return.

f. Where do I send returns?

Please send the item(s) to our return centre mentioned below:

Ikai Asai

Svatantra Online Services Pvt. Ltd.,

Warehouse# H2, Mahindra Logistics Ltd,

Sai Dhara warehousing, Near Shangrila Resort,

Bhiwandi-421302

g. When Can I expect refund for returned items?

Once we have received your returned item(s) in an acceptable condition at our warehouse, we will initiate the refund amount. We aim to complete the refund process within 15 days from the confirmation of return request.

IMPORTANT NOTE:

• Refunds will not be issued if the returned products have been found to be altered in any way before being returned to our logistics partners
• We will not be able to accept returns of customised products
• No returns will be accepted after the 7-day returns window i.e. if the 7 days post-delivery of order has expired
• All returned products go through quality check at our return centres. Refund will be issued only for products which passes the check at our return centres
• All return products must be returned in original packaging along with product tags, etc. as received originally

h. What happens if my item arrives damaged or incomplete or wrong product?

We advise the customer to check the quality/quantity of the product against the invoice before accepting the package from our logistics partner. In case of any discrepancy, please leave a suitable remark with your signature when you have receive the product from our logistics partner.

Please notify us immediately in case of damaged, incomplete and/or incorrect product. You may do so by:

1. Call us on our toll-free customer service helpline at 91-8693862041 and raise a complaint
2. Email your complaint on queries@ikaiasai.com
3. Chat with our customer support representative on our website

We will be happy to replace any damaged product(s) depending on availability of the ordered item(s). In case we are unable to replace your damaged product(s), we will arrange for a reverse pickup of your damaged product(s), verify the damage on receipt at our warehouse and provide you with a full refund within 15 working days. 

Any products that might be missing from your order will be shipped as soon as possible. Do keep in mind that we might be shipping your order via multiple packages. Please do check with our customer service representative to ensure that the product(s) you believe to be missing from your order are not being shipped to you via another package.

i. What if my replacement item is out of stock now?

We’ll initiate a refund if the item is not available.