Need Assistance? Find Your Answers Here
FREQUENTLY ASKED QUESTIONS
Customer Support & Service:
How can I reach Utsarah for assistance?
We are here to help. You can reach our concierge team via Live Chat, WhatsApp, or Email (support@utsarah.in).
What are your support hours?
Our digital support assistant is available 24/7. For personalized human assistance, our team is active Monday to Saturday, 10:00 AM – 7:00 PM (IST). Emails are typically answered within 12–24 business hours.
What can the support team help me with?
We provide comprehensive assistance with order tracking, payment troubleshooting, product inquiries (saree details/fabric), and guidance through our return or cancellation processes.
What if a product I ordered fails a quality check?
We have a rigorous inspection process. If an item fails, we will notify you immediately and offer a choice between a full refund, an alternative product, or store credit.
Can I track my order in real-time?
Yes. Once dispatched, a tracking link from our partner courier will be sent to your registered email address.
Cancellation Policy
Can I cancel my order after it’s placed?
Yes. You may cancel within 24 hours for a full refund. After 24 hours, a 10% processing fee is deducted to cover administrative and restocking costs.
Can I modify my order (size/product)?
Modifications are permitted within 24 hours. After this window, any change request is treated as a cancellation and subject to the 10% fee.
Can I cancel a custom-made or stitched order?
No. Orders involving stitching, fall & edging, or any custom alterations cannot be cancelled or refunded once work has commenced.
Can I cancel an order that has already shipped?
No. Once a package is in the hands of the courier, it cannot be cancelled. You must follow the standard Return Policy upon delivery.
Return & Refund Policy
What is the window for initiating a return?
You must submit a return request within 48 hours of receiving your delivery.
Why do I need to provide a photo for return approval?
We require high-resolution photos of the product and its original tags to verify the item’s condition and investigate any transit-related damage.
Who covers the cost of return shipping?
Return shipping is the responsibility of the customer. However, if the return is due to an error on our part (incorrect or damaged item), we will provide Store Credit to reimburse your shipping costs.
Are custom-made items returnable?
Only in the rare event of a manufacturing defect or an error on our end. Custom-stitched products are otherwise non-returnable.
How will my refund be issued?
For prepaid orders, refunds are sent to the original payment method. For Cash on Delivery (COD) orders, refunds are issued exclusively as Store Credit.
Shipping & International Logistics
Which countries do you serve?
We currently ship to the USA, UK, and Canada, with more global destinations being added soon.
Are Customs Duties included in the price?
No. International prices exclude customs duties and local taxes, which are billed by your country’s authorities. However, as a goodwill gesture, if you share your official duty receipt with us, we will provide equivalent Store Credit for your next purchase.
What happens if I don't pay the customs duty?
If a parcel is abandoned or returned due to non-payment of duties, Utsarah is not liable, and no refund will be issued.
What is the Shipping Fee structure?
- Domestic (India): Free above ₹999; otherwise ₹100.
- International: $10 per product; Free Shipping for orders above $199.
Payments & Security
Is my payment data secure?
Yes. We use Razorpay, Stripe and PayPal, which utilize 128-bit SSL encryption. We do not store your card details or CVV on our servers.
Why doesn't my invoice show shipping charges?
We optimize our invoicing to ensure customs duties are calculated only on the product value, helping you save on import costs.
Which currencies do you accept?
We support a wide range of global currencies including USD, GBP, EUR, CAD, AUD, AED, and more.
Offers, Cashback & Pricing
Can I combine multiple discount codes?
No. Our policy allows only one promotional offer or discount code per order.
What happens to my cashback if I cancel part of an order?
Cashback is only valid for completed, unreturned orders. If any single item in a multi-product order is cancelled or returned, the cashback for the entire order is voided.
Do you offer Price Matching?
Yes. If you find an identical, authentic product at a lower price elsewhere, you can request a price match within 24 hours of your order. We do not match prices for replicas or imitations.
Terms & Privacy
Why must I provide accurate contact details?
Accuracy is vital for delivery. Utsarah is not responsible for lost shipments due to incorrect addresses or unreachable contact numbers provided by the customer.
How is my data used?
Your data is used exclusively for order fulfillment and personalized marketing. We maintain 100% confidentiality and never sell your information to third parties.