FAQs
Frequently Asked Questions (FAQs)
đ 1. Ordering & Payment
Q: Can I place my order using Cash on Delivery (COD)?
NoâArushthaâŻOrganics is prepaid-only. We accept payments via UPI, debit/credit cards, wallets, or net banking. This helps us ship faster, reduce delivery-related cancellations, and keep your experience seamless.
Q: I entered the wrong shipping addressâcan I change it after placing my order?
We can update the address only before the shipment label is generated and picked up by the courier. Please email gulshannishtha@gmail.com with your order number immediately. Once the parcel is in the courier system, weâre unable to change the address.
đ 2. Shipping
Q: How much will shipping cost, and how is it calculated?
We use live shipping rates via Shiprocket, so youâll see the actual charge at checkout before paymentâno surprise fees. Charges depend on your pinâcode, package weight/size, and your Shiprocket shipping plan. Orders above âš498 prepaid qualify for free domestic shipping. (shiprocket.in, shiprocket.in) (Shiprocket Checkout, Shiprocket)
Q: When will my order ship?
We usually begin processing orders received by 2âŻPM IST on business days (MonâFri) the same day. Orders placed after 2âŻPM or on weekends/national holidays ship the next business day. Processing typically takes one business day.
Q: How long will delivery take?
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Metro / state capitals: 3â5 business days
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Other cities: 5â7 business days
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Remote (ODA) or hill areas: 7â10 business days (or more during monsoon, Diwali rush).
These estimates are after shipping; processing time is additional.
Q: I havenât received tracking infoâwhat should I do?
Once dispatched, youâll get an email and WhatsApp/SMS (if opted-in) with your tracking ID and courier name. Your order status link is on your order confirmation page. If you havenât received anything within 2 business days of order placement, contact us.
Q: Are there any pincodes you cannot deliver to?
We ship to all accessible pinâcodes in India via Shiprocket. If a location is undeliverable, the app will display that before checkoutâand you wonât be charged shipping.
đ 3. Returns, Exchanges & Refunds
Q: What is your return policy?
You can request a return or exchange within 30 days of delivery, provided the product is unused, sealed, and in its original packaging. Opened, used, or perishable items arenât eligible unless faulty.
We will process your request within 5 business days of receiving your parcel.
âď¸ Refunds (via original payment method), exchanges (same product), or store credit are available depending on stock. You may cancel your order before it ships by contacting support immediately.
Clear, customer-friendly return policies like this improve conversion and reduce support load. ([shiprocket.in blog: return policy], [shopify.com blog: return policy guide]) (Shiprocket, Shopify)
Q: Do you charge for return shipping?
Yesâreturn shipping is the customer's responsibility. We deduct up to âš60 per order to cover courier fees. Exchanges can waive this fee in some cases. If a product is damaged or wrong, return shipping is on us.
Q: I received a damaged itemâwhat now?
Report it within 48 hours of delivery, attaching photos of both the outer packaging and product. Donât dispose of the parcel or packaging. We will coordinate a courier claim and send a replacement or refund once permitted by the claim process.
𧴠4. Product & Ingredients
Q: Where can I find the expiry date or batch number?
Every product is stamped with a batch number and best-before date, usually valid for 12â18 months from manufacture. If you purchase via DKGo/E-commerce marketplaces, expiry dates are clearly visible before purchase.
Q: Are your products vegan or tested on animals?
YesâArushthaâŻOrganics is 100% vegan, cruelty-free, and paraben/sulphate-free. We avoid artificial fragrances and are committed to sustainable, ethically sourced ingredients. Full ingredient lists appear on every product page.
𧞠5. Consumer Rights & Regulations
Q: Are your terms compliant with Indian consumer protection laws?
Yes. We follow the Consumer Protection Act 2019 and E-Commerce Rules 2020, including obligations for transparent pricing, fair returns, and easy grievance redressalâwith no misleading or hidden âdark patternâ UI designs. Customer complaints are addressed within 21 days as required under the law. (Press Information Bureau)
Q: Iâm not happy with the resolution. Can I escalate?
If we donât satisfactorily resolve your issue, you can file a grievance with the Indian governmentâs National Consumer Helpline (tollâfree 1915) or use the INGRAM portal to escalate. Weâll cooperate fully if contacted by authorities. (Press Information Bureau)
đą 6. Account & Order Management
Q: Do I need a separate account to place orders?
Noâguest checkout is available. Creating an account helps you track orders faster, apply discounts, and manage past addresses.
Q: How do I check my order status?
Once your order is placed, a tracking link is sent via email and WhatsApp. You can also log into your account (if created) and check your âOrder Historyâ or use the courierâs tracking page directly.
đ¤ 7. Support & Contact Information
Q: Is support available on weekends?
Support is available Monday to Friday, 9âŻAM â 6âŻPM IST (excluding national holidays). Weekend emails are responded to within one business day.
â For shipping, tracking, order updates: gulshannishtha@gmail.com or WhatsApp us using the same number mentioned on your order email.
Q: Where can I give feedback or submit reviews?
Your feedback drives us. You can share product reviews on the product page after purchase, or reach us directly at gulshannishtha@gmail.com Reviewed customers are also eligible for future loyalty offers.
đŚ 8. Additional & Seasonal Questions
Q: Do you ship internationally?
We currently ship only within India through Shiprocket. International shipping isnât available yet; we'll announce updates via newsletter and site banner if this policy changes.
Q: I want same-day delivery within Delhiâpossible?
Yesâfor eligible orders in Delhi NCR (within 5âŻkm) requested before 11âŻAM on weekdays, we arrange same-day delivery via local courier (subject to availability and at additional charge). Email us first before checkout for availability.
Q: What happens if you change a policy?
Our policies may be updated periodically (e.g. shipping rates, threshold, return window). Every update will show a âLast updated: [date]â stamp so youâre always informed. We encourage customers to review FAQs before each purchase.
â Summary Table QuickâView
| Topic | Key Point |
|---|---|
| Payment Methods | Prepaid onlyâno COD accepted |
| Order processing | Orders beforeâŻ2âŻPM ship same business day; else next business day |
| Shipping Charges | Live rates via Shiprocket; free above âš498 prepaid |
| Delivery Timeline | 3â7 days (metro to small towns); remote areas 7â10+ days |
| Returns Window | 30 days from delivery, condition: unused + sealed |
| Refund Options | Refund, exchange, or store credit (depends on stock & product category) |
| Consumer Rights | Full compliance with Consumer Protection Act 2019 & e-commerce Rules 2020 |
| Support | MonâFri 9âŻAMâ6âŻPM at gulshannishtha@gmail.com |
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