FAQ

Order related

HOW DO I PLACE MY ORDER?

To place your order, follow these steps :

  • Browse through our wide range of products until you find something you like. After you’ve chosen what you want, select the relevant size, if applicable. You can check out our size chart for reference.
  • Once you’re done, click the ‘Add To Cart’ button
  • After you have added all the products, click on the cart icon on the top right. You can either choose to continue shopping or confirm the order and click ‘Checkout’.
  • From there, you can either login to your existing SELFSAME account or simply continue as a ‘New User’ and create one.
  • Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Place Order’.

HOW WILL I KNOW THAT MY ORDER IS PLACED SUCCESSFULLY?

  • Once you successfully place your order, you will receive a confirmation email on your registered email with details of your order and your order ID.
  • You’ll receive another email once your order is shipped out. All you have to do then is, sit back, relax, and wait for your product(s) to arrive!

HOW DO I RECEIVE MY ORDER?

  • We have tied up with several reputed courier companies, so your orders will be delivered right to your doorstep within 4-12 business days depending on where you live.
  • All orders come in fully sealed packages to make sure that all your goods reach you in perfect condition.

I TRIED PLACING MY ORDER USING MY DEBIT CARD/ CREDIT CARD/ NET BANKING. THE ORDER WAS NOT SUCCESSFUL BUT MY MONEY GOT DEDUCTED. WHAT’S HAPPENING HERE? ACCORDION TITLE

  1. As a first step, kindly check your bank account to ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days.
  2. For any other assistance/issues you can write to us at info@selfsame.co.in lang="EN-IN" > or call us on our helpline, and we’ll help sort things out.

HOW SHOULD I CHECK THE STATUS OF MY ORDER?

  1. To find out when your order is arriving, you need to first log in to your account. Click on the icon to the left of the cart (located on the top right corner) and enter your details.
  2. Click on Your Orders to see the status of your current order (as well as your order history). You can also simply click on ‘Track Order’ on the top right, type in your order ID, and check your order status.
  3. After your order has been successfully placed, you will immediately receive a confirmation and order details via email and SMS. Once your products have been shipped, you will be notified again via email and SMS.
  4. In case there is any unusual event or complication that leads to a delay in shipping your order, you will immediately receive an update from our end- with reasons and the revised shipping and delivery timelines.

CAN I CANCEL OR AMEND MY ORDER?

  1. We start processing your order quickly which means we can’t make any changes once it’s confirmed. This includes changing the delivery address or delivery option.
  2. However, you may be able to cancel your order and place a new one instead as we have a short grace period after the order is confirmed.
  3. Sign in to My Account and view your online orders under My Purchases. If the ‘Cancel Order’ button is visible, you can select this option and your order will be cancelled. If the button is not visible, it is too late to cancel your order as processing has begun. Should you need to, you can find out about return options instead  DELIVERY

IS IT SAFE TO SHOP ONLINE IF I MAKE PAYMENTS USING NET BANKING, DEBIT CARD, OR CREDIT CARD?

All Credit Card, Debit Card, and Net Banking transactions are processed over a secure encrypted connection. Rest assured, your money is safe.

WHY AM I NOT GETTING ANY COD OPTION ON THE PAYMENT PAGE?

If the COD option is not showing, it’s because this facility is unavailable for your postal code. You can either pay by Debit Card, Credit Card, or Net Banking, or you can get the products delivered to an alternate address (where COD is available).

WHAT SHOULD I DO IF MY PAYMENT FAILS?

In case there is a failure in payment, please retry and keep the following things in mind:

  • Please confirm if the information you’ve provided is correct i.e. account details, billing address, and password (for Net Banking); and that your internet connection wasn’t disrupted during the process.
  • If your account has been debited even after a payment failure, it is normally rolled back to your bank account within 10 business days. For any further clarification, you can email us at info@selfsame.co.in

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?

  1. Orders in India, once shipped, are typically delivered in 7-8 business days in metros, and 10-12 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).
  2. Please NoteDue to the ongoing pandemic, our courier partners are working with limited staff. Delivery of your orders may be delayed by up to 15 days.

ARE THERE ANY ADDITIONAL SHIPPING CHARGES?>

There will be additional Rs.40 delivery on your all orders.

HOW DO I TRACK MY ORDER?

You can track your order once it has been dispatched from our warehouse. An email and SMS will be sent with a link. You can also track it from your account on the website by Selecting ‘Orders’ from the top right corner and then clicking on ‘Track Order’ for the respective Order ID.

WHAT IF MY ORDER IS UNDELIVERED?

For prepaid orders, if our courier partners are unable to deliver the product and they send it back to us, we will initiate reshipping for the product.

WHAT ARE THE TERMS OF THE EXCHANGE POLICY?

  1. Exchanges are only applicable if a wrong size has been ordered, on the same product within a period of 10 days from the date of receiving the product.
  2. The shipping cost has to be borne by the customer. Exchange (T&C applied)
  3. As we do not have our own delivery service we rely on delivery partners like DTDC, Delhivery, etc
  4. In case of an exchange; the Delivery partner charges us for a reverse pickup from the customer location and then additional delivery charges for delivering new product again to the customer location, As these charges are two-way; we request our customers to pay for one way charges i.e ₹100.
  5. In the interests of hygiene, we may refuse returns where it’s obvious that the item has been worn, washed or soiled. Defective products need not be sent back to us, unless confirmed by the Customer Experience Team.(T&C applied)
  6. If there is a manufacturing issue, or if you have any other query regarding this, you can contact us on the number or email us on info@selfsame.co.in

WHAT IS REFUND POLICY FOR PRE-PAID ORDER CANCELLATION?

  • If an order is cancelled before shipment, the refund will be done to your bank account and will reflect within 7-10 business days.

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