Returns & Refunds

1How long you have

Ten days from delivery on every garment we sell, as long as the tags are still on and it has not been worn, washed or altered.

The clock starts on the delivery date recorded by the courier, not the order date, and it counts calendar days. You need to raise the return within the window — the parcel does not need to have reached us by then.

If a manufacturing defect surfaces later — a seam that opens on a sweater in the second month, an embroidery thread that pulls — write to us anyway. Defects are handled outside this window under the Terms & Conditions and your statutory rights.

2What you can send back

Almost everything, provided it comes back in the condition it arrived in: unworn, unwashed, unaltered, tags on, and folded into a carton rather than a bag.

• Changed your mind. No reason needed. Send it back in the window and in the condition above.
• Wrong size or colour. Return or exchange — an exchange is faster, because we ship the replacement at pickup.
• Not as described. If the fibre content, the fabric weight or the flat measurements do not match the product page, we refund in full and pay the freight both ways.
• Damaged in transit. Photograph it within 48 hours; replacement or full refund, freight on us.
• Wrong item shipped. Entirely our error; we collect it and reship the same day stock allows.
• Duplicate charge or duplicate parcel. Tell us and we refund the duplicate without asking you to return anything under ₹500.

3What cannot be returned

A garment you have had altered, anything worn or washed, monogrammed pieces and made-to-measure commissions cannot be returned for a change of mind — though all of them are still covered if the fault is ours.

• Garments you have had altered. A hem shortened, a sleeve taken up or a waist taken in leaves the cloth cut to your measurements, and nobody else can wear it. Alterations are free, so check the fit before you ask for one.
• Anything worn or washed. A garment that has been out of the house, through a machine or under an iron cannot go back on the shelf. Trying it on indoors is not wearing it.
• Monogrammed pieces. Initials embroidered on a cuff or a collar cannot be unpicked and resold.
• Made-to-measure commissions. An overcoat or jacket cut to your measurements over several weeks is yours alone.
• Items marked final sale. Clearly labelled on the product page and in the bag before you pay.
• Gift cards and wallet top-ups. Not returnable, but they never expire.
• Anything missing its tags. Including an overcoat or a tweed jacket with the handloom tag cut off — that tag is what certifies the cloth.

None of this limits your rights when something is genuinely faulty. A defective, mis-described or damaged item is refundable regardless of category, and we pay the freight.

4How to start a return, step by step

Raise the return from your orders page, print nothing, and hand the sealed parcel to the rider who arrives within 48 hours. The whole process takes about two minutes of your time.

1. Open the order. Go to your orders, find the order and choose Return or exchange. Not registered? Use track order with your order id and email, or write to us.
2. Pick the items and a reason. The reason decides who pays freight, so answer it honestly — “changed my mind” is never penalised.
3. Choose your refund route. Original payment method, or store credit (instant, and we add 5% on top as a thank-you).
4. Confirm the pickup address. It defaults to the delivery address; you can change it to an office or a neighbour.
5. Repack the item. The original box if you still have it, any sturdy carton if not. Put nothing loose in the parcel; the courier will not accept a bag.
6. Hand it over. A rider arrives within 48 working hours and brings the label — you do not need a printer. Photograph the AWB sticker for your own records.
7. Watch the refund. Inspection at Srinagar takes one working day; the refund is raised within three working days of arrival and you get an email with the reference number.

In a pincode with no reverse-pickup service, self-ship by India Post or any courier and email us the receipt: we reimburse the actual freight up to ₹150. Write the return reference on the outside of the parcel so it is matched the day it arrives.

5When the money reaches you

We raise the refund within three working days of the item passing inspection in Srinagar; after that the timeline belongs to your payment provider, and ranges from instant for store credit to seven working days for net banking.

The delivery charge is refunded when the return is our fault and when a whole order is returned inside the window. On a partial return the ₹79 standard charge is retained, and the ₹49 cash-on-delivery handling charge is never refunded because the courier has already collected it.

If the reference number we send you shows nothing in your account after the window above, take the ARN or UTR to your bank — at that point the money has left us and the bank can trace it in minutes.

6Exchanges

Exchanges are available once per order on size and colour within the same product, and we ship the replacement as soon as the original is collected rather than waiting for it to reach us.

Raise the exchange from your orders page, choose the new size or colour, and the replacement is reserved immediately. If the new option costs more we email a payment link for the difference; if it costs less we refund the difference by your original method.

Cross-product exchanges — a shirt for a pair of jeans — are handled as a return plus a fresh order, because the two have different windows and different freight. Exchanges are not available on altered garments, on monogrammed pieces, or on international orders, where the round trip costs more than the item.

7Damaged, wrong or missing items

Photograph the problem within 48 hours of delivery and email it to us with your order number: we replace or refund immediately and never ask you to pay freight on our mistake.

Send four pictures if you can — the outer carton, the courier label, the packaging inside, and the item itself. That set is what lets us claim against the courier, and it is why we can settle with you on the same day rather than after their investigation.

• Visible damage at the door. Note it on the courier’s delivery sheet before signing, and photograph the parcel unopened.
• Damage found on opening. Photograph before removing anything from the packaging.
• Wrong item. We collect it and reship the correct one the same day, stock permitting.
• Item missing from a multi-item parcel. Send a photograph of the open box with everything laid out; we check the packing weight against the dispatch record and settle within one working day.

8Cancelling before dispatch

You can cancel any order free of charge, in full or in part, at any point before we hand the parcel to the courier — and the full amount, including delivery, is refunded.

Because we dispatch within 24 hours the window is short, so cancel from your orders page rather than by email if you can. Once the dispatch confirmation has gone out, the order becomes a return under this policy instead.

We may also cancel an order ourselves — if the item is out of stock, the price was clearly wrong, or the pincode is unserviceable. When that happens you get the full amount back within three working days and an email explaining exactly what went wrong.

9International returns

Export orders can be returned within 14 days of delivery, but the return freight and any duty already paid are yours — unless the item was faulty, damaged or not as described, in which case we cover everything.

Ship the parcel back by a tracked service marked Returned goods — no commercial value and email us the tracking number. Do not use an untracked postal service: an item that cannot be proved to have left your country cannot be refunded.

Import duty you paid at delivery is charged by your government, not by us, so we cannot refund it — but most customs authorities repay it on a returned-goods claim, and we will supply the paperwork you need to file one.

10Questions we get asked about returns

The six that arrive most often, answered with the actual timelines rather than “a few days”.

11The rest of the small print

These five documents are written to be read together: the terms govern the sale, the privacy and cookie policies govern your data, and the shipping and returns policies govern the parcel.