IndiSaree | Support Policy

At IndSaree LLP, we believe that a great shopping experience extends beyond the purchase. Our customer support team is committed to assisting you with product enquiries, orders, payments, shipping, returns, exchanges, and other concerns related to your IndSaree experience.

This Support Policy explains how you can contact us and what you can expect from our support team.

1. Customer Support

Our support team is available to help you with:

Product information and availability
Saree specifications, fabric, weaving technique, and care information
Order placement and assistance
Order confirmation and status
Payment-related concerns
Shipping and delivery enquiries
Returns and exchanges
Refund-related queries
Damaged, defective, or incorrect products
Account-related assistance
Website-related issues
General complaints and feedback

We aim to provide clear, helpful, and timely assistance to every customer.

2. How to Contact Us

You can contact IndSaree through the following channels:

Customer Support Email: support@indsaree.com
Phone / WhatsApp: +91 9876543210
Support Hours: [Monday – Saturday, 10:00 AM – 6:00 PM IST]
Website: www.indisaree.com

For faster assistance, please provide your order number whenever your enquiry relates to an existing order.

3. Support Response Time

We aim to respond to customer enquiries within [24–48 business hours].

Response times may occasionally be longer during:

Sales and promotional periods
Festivals and holidays
High order volumes
Courier or logistics disruptions
Technical issues
Unforeseen circumstances

We appreciate your patience in such situations.

4. Order Support

If you need assistance with an order, please provide:

Order number
Name used while placing the order
Registered mobile number or email address
Description of the issue

Our support team may request additional information where necessary to verify the order and resolve the issue.

5. Product Assistance

Our team can help you understand product-related details such as:

Fabric
Saree length and width
Blouse piece availability
Weaving technique
Weaving region
Colour and design
Handloom characteristics
Product care instructions
Availability
Product-specific specifications

Because many of our products are authentic handwoven textiles, minor variations in colour, texture, weave, motifs, or finish may naturally occur. Such characteristics are part of the uniqueness of handloom products and may not necessarily indicate a defect.

6. Shipping and Delivery Support

If you experience a delay or issue with your delivery, please contact our support team with your order number.

We may coordinate with our logistics or courier partners to investigate issues such as:

Shipment delays
Tracking problems
Failed delivery attempts
Incorrect delivery status
Damaged packages
Lost shipments
Address-related issues

Delivery timelines may vary depending on the destination, courier availability, weather, public holidays, regional restrictions, and other circumstances beyond our control.

7. Damaged or Incorrect Products

If you receive a product that appears to be damaged, defective, or different from the product ordered, please contact us as soon as possible.

To help us investigate the issue, we may request:

Order number
Photographs of the product
Photographs of the packaging
A description of the issue
Video evidence, where appropriate

Please retain the original packaging and product until the issue has been resolved.

Any resolution, including replacement, exchange, return, or refund, will be subject to our applicable Return & Refund Policy.

8. Returns and Exchanges

Requests for returns or exchanges will be handled according to our Return & Refund Policy.

Before sending a product back, please contact our support team and obtain the required return instructions, where applicable.

Products returned without following the applicable return procedure may not be accepted.

9. Refund Support

If you are eligible for a refund, our support team can assist you with the refund process.

Refund processing times may depend on:

Payment method
Payment gateway
Banking institution
Order verification
Return receipt and inspection

Once a refund has been initiated by IndSaree, the actual time for the amount to appear in your account may depend on your bank or payment service provider.

10. Payment Issues

If your payment was deducted but your order was not successfully confirmed, please contact us with the relevant transaction details.

Our team may verify the transaction with our payment service provider before confirming the status.

Please do not share sensitive payment information such as:

CVV
UPI PIN
Internet banking password
OTP
Full card PIN

IndSaree support representatives will never ask you to provide such confidential information.

11. Account and Website Support

If you experience difficulty with:

Creating an account
Logging in
Resetting your password
Placing an order
Applying a coupon
Completing payment
Viewing your order
Tracking your shipment

please contact our support team with a description or screenshot of the issue, where appropriate.

We will make reasonable efforts to help resolve website-related problems.

12. Handloom Product Queries

IndSaree specializes in authentic regional handloom textiles sourced from traditional weaving communities.

Our support team can provide available information about the origin, fabric, weaving tradition, and characteristics of individual products.

As handloom products are individually woven, natural differences may occur between pieces. These may include slight variations in:

Texture
Colour
Weave density
Motif placement
Border alignment
Thickness
Finish

Such variations are inherent characteristics of handcrafted textiles and contribute to the uniqueness of each saree.

13. Complaints and Grievances

We take customer complaints seriously and aim to resolve them fairly and efficiently.

When submitting a complaint, please provide:

Order number, if applicable
Contact details
Description of the complaint
Relevant photographs or documents
Any previous support reference number

We will review the matter and communicate the next appropriate steps.

If you are not satisfied with the initial resolution, you may request escalation through our designated grievance contact.

Grievance Officer: [Name]
Email: [Grievance Email]
Phone: [Phone Number]

14. Communication Guidelines

We request customers to communicate respectfully with our support team.

Our representatives will make reasonable efforts to assist you and provide accurate information.

We reserve the right to discontinue or restrict support interactions involving abusive, threatening, discriminatory, fraudulent, or otherwise inappropriate behaviour, while ensuring that legitimate customer concerns can still be addressed through appropriate channels.

15. Third-Party Services

Certain aspects of your order may involve third-party service providers, including:

Payment gateways
Courier and logistics companies
Shipping aggregators
Technology providers
Communication providers

Where an issue relates directly to a third-party service, IndSaree may coordinate with the relevant provider to help resolve the matter.

However, resolution timelines may depend on the third party's policies and response times.

16. Support Availability During Holidays

Customer support may be unavailable or operate with reduced hours on:

Sundays
Public holidays
Major Indian festivals
Declared company holidays

Orders may continue to be placed through our website during such periods, but processing and support responses may take additional time.

17. Policy Updates

IndSaree LLP may update this Support Policy from time to time to reflect changes in our customer service procedures, business operations, technology, or applicable requirements.

The latest version will be published on this page with the updated "Last Updated" date.

18. Contact IndSaree

For any assistance, please contact:

IndSaree LLP
Customer Support: support@indisaree.com
Phone / WhatsApp: +91 9876543210
Support Hours: [Monday – Saturday, 10:00 AM – 6:00 PM IST]
Registered Office: Konnagar
Website: www.indisaree.com

We are committed to providing a reliable, transparent, and customer-focused support experience while bringing authentic Indian handloom traditions closer to customers across India.

Support Policy