FREQUENTLY ASKED QUESTIONS

SUPPORT  

How do I contact you ?

You can drop us a mail at info@sutastore.com. We'd love to help you with your queries.

What are the different ways to connect with Suta?

You can provide your e-mail address in our newsletter box in the footer of the website to subscribe to our newsletter. Also, you can always follow our social handle SutaBombay across social media platforms including Facebook, Instagram, Twitter, Pinterest and LinkedIn. This will keep you updated about ongoing offers, promotions, our new launches, blogs or about hiring.

What is ‘My Account’?

From my account, you can access all the information related to your order(s). It gives you complete control to do the following:

1. Edit your personal information like Name, Address, etc.
2. Change password
3. View Suta Coins Balance
4. Check your order history?

Is it necessary to have an account to shop on Suta?

No, you do not need to have an account to shop on Suta. But we do recommend you to have yourself registered with us to avail offers, discounts, and promotional store credits.

How do I register?

To register, you just need to click on the top right of our website. Click on the ‘Create One’ option below login to create your account.

How do I reset my password?

To reset your password, please click on “Forgot Password” option available in the Account/Login page. Enter the email address and the link to set a new password will be mailed to your registered Email ID.

ORDER RELATED QUERIES

 

How do I know once my order is confirmed?

Once your payment is authorized and your order is completed, you will receive an email from Suta confirming the order placement. You would be provided with the Order Number, details of the order and the amount you have paid. 

Do you take orders over the phone?                                                   

We do not take orders over the phone. The customer would have to place an order on www.sutastore.com by themselves. 

I have already placed my order, can I add more items to the same order?

Yes, you can get in touch with us and we would be able to help you out 

What is the estimated delivery time?

Typically it takes 4-5 days. Due to unforeseen reasons there might be delay in shipments and would appreciate your patience. We would definitely try our best to get your shipment delivered asap.

How are orders placed on www.sutastore.com, delivered to me?

Once the order is placed, we ship the order through one of our various courier partners. All these partners are reputed, logistic service providers. Once your order has been shipped you will get an email informing you the details of courier partner and an AWB number using which you can track your shipment. Furthermore, we would also share the estimate delivery dates via email.

Why did I receive only a part of my order?

The reasons why you would have partially received the order are: We might have shipped your items in two different shipments. The other would still be in transit. OR The stock for the remaining items was not available. In this case, you will receive a mail from our customer care informing you the same. Only after your confirmation, the order will be shipped to you. 

Can I change my delivery address or mobile number once the order is placed?

Unfortunately, that is not possible at the moment. Since the system would have already passed the mobile number and address to our warehouse to pack and ship your product. You can email us at info@sutastore.com to inform about such a situation. We will try our best to get the same resolved if the order is not shipped. 

How to check the status of my order?

To check the status of your order, log in to www.sutastore.com and go to “My Orders” section under “Account”. We will also email you when there is a status update to your order.

I placed an order twice.

In case you have placed your order twice and would like to cancel one of the orders, do contact us immediately. We would cancel one of your orders and your refund will go back via the payment method you used when placing your order.

Can I pre-order a saree which is sold out?

Unfortunately, we do not take preorders. You can click on Notify When Available tab and we will notify you as soon as the product has been restocked. Also, do check out social media stories for updates on re-stock.

I am unable to place an order.

We are sorry you're facing hiccups while placing an order; we'd hate to inconvenience you further. So here are some options: Try using a different browser or device if possible or contact us on info@sutastore.com. Our team will try to resolve your issues as soon as possible.

I would want to cancel my order.

We unfortunately have a no cancellation policy once the order is shipped.

I am an international customer but want delivery in India. Is this possible?

Yes. It is possible for us to deliver your shipment to India. We would need the complete shipping address along with a local contact number. If the delivery address is of a Hotel, would recommend you to give us your personal local contact number which would be reachable at all times.

I had placed an order may I know when would I receive it.

The orders are shipped within 4-5 working days. We strive our best to ship your order asap. The delivery time is within 7 working days

When can I expect my order? How many days does it take for delivery?

It takes about 4-5 days. In case of any exception we would call and inform you.

I am missing an item, what do I do?

In the unlikely event you are missing an item from your order, this is probably due to your order being dispatched in separate parcels, if this is the case please check your emails, as we will have updated you via email on the status of your order. (Don’t forget to check your junk folder in case it’s ended up in there!)

I placed an order twice?

In case you have placed your order twice and would like to cancel one of the order. Do contact us immediately. We would cancel one of your orders and your refund will go back via the payment method you used when placing your order.

 

SHIPPING RELATED QUERIES

Are there any shipping charges?

Shipping charges will be calculated during check out depending on the order value and dimensions of your order

How does the delivery process work?

Suta uses reputed logistics provider/partner to deliver products to your doorsteps. Once your order is placed, one of our logistic partners would pick the product from us and deliver it to you.

How can I track the delivery of my order?

Once your order is placed, Suta assigns your order to one of our logistics partners. An SMS would be sent to your registered phone number with the details of the logistics partner along with the AWB#. You can track the order using the AWB# on their respective website 24 hours after your order is shipped out. All you need to do is click on the link in the email sent to you after the order is placed and track the journey of your item in real-time!

What should I do if I miss the delivery?

We understand that you can’t wait at home (or office - whatever your delivery address is) right from the time you’ve placed the order till it’s delivered to you. We will make three attempts to deliver the order to you; each attempt on a consecutive day. So, in case you have missed the order delivery, please write to us at info@sutastore.com and we shall take care of it. 

 

Do you deliver Worldwide?

Yes, we do deliver Worldwide. If delivery service is not available through our partnered courier companies, we will ship your order through India Post. This would be possible only for prepaid orders.

What delivery carriers do you use?

We have tied up with reputed courier companies such as FedEx, DTDC, Bluedart, Delhivery, etc. You will receive an email with your tracking details once we dispatched your order. You can track your order 24 hours after your order has been shipped.

What do I do if my shipment has tampered?

If you think, you have received the product in a bad condition or if the packaging is tampered with or damaged before delivery, please refuse to accept the package and return the package to the delivery person. Also, please email us at info@sutastore.com mentioning your Order ID. We will personally ensure that a brand new replacement is issued to you with no additional cost.

Can I book an order for delivery to more than one address?

Every order is shipped only to a single address. If you wish to ship products to different addresses, you will need to place multiple orders. We would love to be able to solve that in the near future with the advancement of technology.

What happens in case my order is not delivered?

In case the ordered items do not reach the customer within 30 days from the shipping date from our warehouse, we will offer a full refund, provided any tracking information does not show that delivery was attempted at the customer doorstep. However, in the case of packages for which we do not have tracking details, we will assume in good faith that the package delivery was not attempted and we will refund the entire amount within 7 days from the date of raising a complaint with us.

Who are your courier partners? How do I track my order?

We have tied up with reputed courier companies such as Fedex, DTDC, Bluedart, Delhivery, etc. You will receive a mail with your tracking details once we dispatched your order. You can track your order 24 hours after your order has been shipped.

PAYMENT RELATED QUERIES

What payment options can I use?

For shopping with ease, our website offers you several payment options that are absolutely safe and secure. You can chose to pay with a credit or debit card, which can be a Mastercard, Maestro, Visa or Amex card, using our secure payment gateway. We have various wallets to pay from,you can also use our PayPal gateway to complete your transaction incase you are an international customer. You may opt to pay using Credit card , Debit card , Net Banking & Direct deposit to our account. If you are facing any difficulty in completing your transaction, do reach out to us!

Are there any hidden charges?

There are no hidden charges. The prices shown against each product are the final prices inclusive of GST and you wouldn’t be asked to pay any more than that.

Is it safe to use my Credit/Debit card on Suta?

All credit card and debit card payments on Suta are processed through secure and trusted payment gateways.

Can I make Debit/Credit card payment through my mobile on Suta?

Yes. You can make payment through the mobile site of Suta. The mobile site too uses trusted payment gateways which keep your card information secured and protected.

What if I hit the refresh, back button while making payment?

Our payment gateways are extremely secure and any payment that does not come to us through the gateway gets kicked back to your source bank account. Usually, this happens within a 24-hour window. You can check with your bank for confirmation.

What if the amount got debited from my account, but have not received any confirmation mail and message?

We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been received by us yet. Do not worry, please send us a mail at info@sutastore.com and we'll sort it together.

What should I do if my payment fails?

If your payment fails, you can retry the payment using a different payment method.

What are the modes of payment?

You can pay through Online Payment like PayPal 

REFUND AND EXCHANGE POLICY

What is your Return Policy?

We  unfortunately do not have a return or exchange policy for international customers

What should I do in case of the manufacturing defect/damage product/wrong product?

If you have received a defective or wrong product, it will be eligible for replacement. You can return it to us and the shipping charges including the reverse shipping charges will be borne by us. We may request you to send us a snapshot of the defect at returns@suta.in Or contact us on 1800 123 236 511 .

 

 

I have changed my mind and would like to retain the product.

Please contact our customer support team in case you want to cancel the reverse pick up of your item. If the item is already picked up by the Logistics Service Provider from your doorstep, we would not be able to cancel the return. You will have to place a fresh order for the product.

When is the refund initiated?

Refunds would be initiated once the returned product has reached our warehouse. Refund will happen with 7-8 working days.

 

What are the modes of refund available?

Suta provides refunds in 2 different forms:

Online Payment: For Orders placed through Online Payment, refunds will be done through payment gateway to the account/card/wallet from which the original payment was made. The refunds will happen within 7-8 days of items being received at the warehouse. It typically takes 1-2 days for refunds to reflect into your account which is completely dependent on your bank.

COD Orders: For orders placed through COD, the refund would be processed to the account you have provided while raising the return request.

For any other mode of payment: For orders placed using points Gift Card / Suta Coins/Credit Note, the refund amount will be credited to your Suta account.

Note:  The refund amount will exclude the shipping charges if paid during the purchase. 

Once you opt for credit note you cannot en-cash it later. Rs 100 will be added if you opt for store credit/credit note instead of refund

Within how many days would my shipment be picked up?

The return shipment is picked up within a 2-3 days from the time the reverse pick up has been arranged. You would be notified on the day of pick up.

Can I exchange a product for another product in exchange?

Yes, you may exchange a product for another product. If you want to exchange the product you ordered for with a product of higher amount, we would give you a coupon code for the amount of the product you returned. You can use this code while placing another and pay the balance amount on your next purchase. If you want to exchange your product with a product of lower amount, we would ship it as soon as we receive it and the balance would be refunded back to you. You can also opt for a credit note for the balance amount, which can be used for your next purchase. Rs 100 will be added if you opt for store credit/credit note instead of refund. Exchange is not possible in cases :

1. If the product is customized for you.
2. If the saree has fall on it.
3. If the exchange request was raised after 48 hours of receiving it.

Would you refund me the reverse shipping charges if I ship the returned product at my cost?

Absolutely! We will provide an additional refund of INR.150/- in case you have shipped the returned product to us by yourself.

Do you have a cancellation/refund/exchange policy for International customers?

1. If unfortunately, you have to cancel an order, please do so within 24 hours of placing the order before your order is shipped.
2. If you cancel your order before your product has been shipped, we will refund the entire amount.
3. If you have received the product and you do not like it, the same can be returned within 15 days. The shipping charges for sending the product back has to be borne by the customer. We will refund the amount or give you via credit note or direct bank transfer which can be used later. Rs 100 will be added if you opt for store credit/credit note instead of refund. The amount refunded to you would be only for the products. Shipping charges are non-refundable.
4. Once we have received the products a quality check would be done by our team. Please make sure that the original product tag is intact when you courier it back to us.
5. If you receive any defective product, do contact us immediately by emailing us at info@sutastore.com with your Order ID and send us a snapshot of the defect. We will either provide you a credit note or refund the amount of that defective product, no replacement would be sent. Rs 100 will be added if you opt for store credit/credit note instead of refund.
6. We, unfortunately, do not have an exchange policy for international customers. If its a special case we would discuss it over email and find a way out to solve your problem.

What is the Exchange policy?

 In case you want to exchange the product, with some other product, you may do so. You would have to inform us within 2 days of the product received and ship it to our office address. Once we receive the product, we will ship you the product of your choice without charging you anything extra. You would receive only a coupon code of maximum 150 INR for reverse shipping .Customer have to self ship the products within 7 days of receiving it.  In case you placed order for more than the order value of the existing product or more than one product and want to exchange just one product of it, the reverse shipping would be non refundable.  Exchange is possible only once. If you opt to exchange the product the 2nd time, you would have to bear the reverse shipping charges and forward shipping charges , which would cost you 300 INR. 

Do you exchange or take back the sarees having fall and edging done?   
No, we strictly do not take back or exchange the sarees having fall and edging done to it.  

Would someone come and pick the order from my place in case of return or exchange?                                                                                                

Yes, the product would be picked up from your door step incase of a return or exchange. 

What if my product is defective? 

If the product sent to you is defective, we request you to inform us within 2 days of receiving the product. Since we do not have reverse shipping, we would be happy to give a credit note of the order amount in INR. We would need a photo copy of the shipping receipt for the refund.

PRODUCT RELATED QUERIES

Do all sarees come with blouse piece?

No, not all sarees come with blouse piece. None of our mul sarees have blouse piece along with it. 90 % of our Linen, Cotton silk and Handloom sarees do come with blouse piece. It is mentioned in the description if it has a blouse piece or not.

What is the dimension of the saree?

Our sarees are 5.5 meters in length for sarees without blouse piece and 6.5 for sarees with blouse piece and the width is approximately 47- 49 inches.

Are the products shown on website accurate?

Products on our website are handmade .We take great pains in ensuring that we photograph all our products under standard lighting conditions so that the product image you see is as close to the product. However, there may be minor variations in the color of the fabric, dyes, prints or embroideries of the product image you see on your monitor / mobile phone screens / laptops etc. and the actual product. However, since these are mostly handloom products there could be very very minor changes. And we believe imperfection adds to the charm of handloom

Details of the Fabrics?

1. Made in heaven- Mul cotton
2. Handloom- Cotton Linen- Handmade Linen
3. Jamdani- Semi power loom/ handloom jamdani
4. Khesh- Recycled cotton. The old sarees that weavers can’t sell are torn and woven back in the saree
5. Cotton silk- Semi power loom cotton silk
6. Batik- Cotton and wax batik
7. Block printed- Cotton and hand block

Can I get a saree customized in a particular combination or design?

Sorry but unfortunately we do not customize a single saree as it is difficult to just make one saree, as the production cost goes higher. If the order is for a batch of 30 sarees or more, we could go ahead if we like the design too

Do you customize Lehenga or Kurtis?

Yes we do customize lehenga, kurtis , dress and blouse as per the requirement of the customer. You can contact us with your requirement on info@sutastore.com

What dyes or colors are used?

We use Azo free dyes for all our sarees

What is the linen count?

The linen count is 80/100 threads linen by linen

 What is the thread count for linen sarees?

The thread count for linen saree is 80- 100. 

How do I find a product on the website?

We have made an elaborate structure of categories and subcategories on the Home Page to help you find what you are looking for. If you are unable to locate the item in the given filters, you can simply type the name in search bar and check the relevant results. You could also reach us on phone or social media for the direct link.

How can I find out about the details about the product sizing, material and colour?

All the products listed on our website have detailed product descriptions. When you click on the product you like, you will be taken to the Product Page. On this page, you can find product sizes, Material, Colour and Washing Instructions mentioned in details. There is a detailed Size Chart that you can refer to while buying blouses/dresses/kurtis across the website. 

GENERAL QUERIES

Do you have discount for first time buyers?

We do not have any discount for first time buyers. You will receive an email once you sign up. However, if you are making a purchase of more than INR 2000 then the shipping charges are free

Can I order through Whatsapp, Instagram or Facebook?

Unfortunately we do not accept orders through them. Your order needs to be placed through the website only.

What do I do if I face fitting issues?

We recommend you to first check our size chart before placing an order. 

Do you take bulk orders?

We would love to discuss your plan. Please get in touch with Reshmi at - reshmi.menon@suta.in

Are there physical store for Suta?

Yes we have a beautiful store with perfect setting for Suta, in Mumbai and Kolkata in India where you can visit us . 

 

 

Can I buy fabrics from you?

Yes you can buy fabrics from us. You can send us a request on any social media platform/ email or on Whasapp and we will show you irresistible options to choose from. After your selection, we will share the link for the purchase.

How can I send Suta product as a gift?

Get in touch with us through info@sutastore.com and we will be happy to giftwrap your product, add a personalized note (incase you need one) and route the gift to recipient's address!

What is SutaCoins ?

1. SutaCoins is a reward program, where customers earn Coins on every purchase

2. Every 100 INR you spend, you earn 100 SutaCoin. Every 100 SutaCoin is 1INR. To redeem you would need to accumulate minimum 5000 SutaCoins

3. A maximum of 20000 SutaCoins i.e 200 INR can be redeemed on every purchase

4.You receive 100 SutaCoins when you sign up

5. On your birthday, you receive 200 SutaCoins from us

6. Make sure you have an account , to earn SutaCoins.