FAQs

Ordering

Payments Queries

You can use our online store and place your order via simple steps. Use our online payment gateway to make payment. If a payment has failed, you will be notified. If multiple payment attempts were made, and your account was debited wrongly, a refund will be processed and made as per bank processes. Additionally, if you cannot connect or make a payment through our online channel, give us a call on the number provided on our homepage, and we will process your order offline. 

Cash On Delivery

For majority of the products, Cash on Delivery (COD) is currently not available. However, you may place an offline order by contacting us on our email address, or mobile number. Both have been provided on our homepage.
COD is available for certain products only, depending upon customer region/ location. This is also dependent upon our delivery partner, and associated serviceable areas. For such COD products, a surcharge of Rs.150/- is applicable. Minimum order value is Rs.1000, and maximum is Rs.3500.  

International Payment

We are currently not accepting any International Orders.

Custom Orders / Out-of-stock Items

We are inclined towards giving you your desired product. If our website listing has a product which is out of stock, you can pre-order by reaching out to us on email. We will make the best possible attempt to make the product available for you, however kindly note that this may be subject to availability.
For a custom requirement, please feel free to call us or write to us. We will take special effort to arrange what you're looking for, just allow us some extra time. Kindly see ‘Contact Us’ section below.
Kindly Note: For customised orders, only pre-paid option is applicable. Payment modes available are - Bank transfer or UPI payment. Once you have processed the payment, share the screenshot so that an invoice can be created and sent.

Offline Order

In unforeseen circumstances where you are unable to place your order, we can help you out. Kindly see ‘Contact Us’ section below.
To create an offline order, we will require your name, phone number, email and full delivery address. 
Such orders are on a pre-paid basis only. Payment modes available are - Bank transfer or UPI payment. Once you have processed the payment, share the screenshot so that an invoice can be created and sent.   

Cancellation of Orders

Within India

Post placing the order if you wish to cancel, cancellation is valid within 24 hours since placed if the order has not been dispatched. 

Returns & Exchange

Since the products are hand-embroidered, at times there may be a slight variation in the design. Please note we do not regard this as a defect. In such situations, refund cannot be initiated.

Return/ Exchange is applicable in case of defective/ damaged items only. Customer will have to provide us with photos to demonstrate that the received product was defective/ damaged. We will then verify whether the product is defective. Once verification is complete, the customer needs to send us the product back and email us the shipment receipt for tracking.

Return shipping amounting to the actual cost or Rs.99 (whichever is lower) will be refunded. Post receipt of the defective/ damaged item(s), and upon completion of our verification, we will replace your item(s) within 7-10 working days.

In circumstances where we are unable to replace items, we will offer a store credit which can be used to purchase any of our other products.

Details regarding Defective/ Damaged items:

  • Manufacturing Defect

For manufacturing defect, the product will be replaced. If the product is unavailable, a full refund will be made. Kindly check the exchange section for the details.

  • Quality Dissatisfaction 

Whilst we respect your opinion and choice, this is subjective and the quality criteria for each individual varies. We do not offer a refund for this. But we do respect our customer’s perspective and in genuine circumstances we can offer a store credit.

Steps to Initiate Return

An email needs to be sent on contact@phulari.com specifying your order number and the reason you wish to return the product so that we can log in a return request. Return can be initiated only once approved. 

  1. The product needs to be shipped back within 7 days from the delivery of the  product.
  2. Once you ship the product for return please make sure an email is sent with the shipment receipt for tracking and other purposes.

Not Eligible For Return

  1. Items on Sale

Items purchased during the Sale period are not eligible for return unless received in a defective state. In case of defects, normal policy applies.

  1. Used Items

To be eligible for return, the product must be in the same condition you received and the product should be unused. It also needs to be in the original packaging. 

  1. Pre-ordered or Customised Items

Items that are pre-ordered or customised are not eligible for return as they are specially made post confirmation from the customers.

Refunds

Refunds will be processed to the same mode of payment through which the purchase was made. We will initiate refund that includes full or partial value of goods returned (excludes any shipping charges) within 2 days from the day we get the product back and have completed our verification.

The amount should reflect in your bank account within 7-10 working days from the date the refund was initiated.

Partial Refund

There are certain situations where only partial refunds are granted (if applicable)

  • Products with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 15 days after delivery

 

Shipping

Dispatch and Shipping Timeline

  • Once we receive your order, the dispatch of your product takes 4-6 working days.
  • Standard shipping within India takes 7-10 working days.
  • Express shipping within India takes 2-5 working days. 

Please note:

At times due to unforeseen circumstances, the shipping times can change and the customer will be notified accordingly.

While we make the best effort to ship your product at the earliest, we are not accountable for such delays due to local courier staffing issues/government restrictions/non-availability of receiver/extra-ordinary circumstances like flooding or lockdowns. Refunds & Returns cannot be initiated due to such delays.

Shipping Costs

Free Shipping on all orders within India of minimum purchase Rs.1000.

For orders up to Rs.999, shipping charges of Rs.99 are applicable.

Express delivery (delivery within 5 days of placing the order excluding the day of order) for all orders is available for a surcharge of Rs.299. Please email or call us after placing the order to avail express shipping.

 Tracking My Order

Once your order is dispatched, you will receive your shipment details on your registered phone number and email.

If you've ordered a product currently out of stock, don't worry, we will personally get in touch and update you.

International Delivery –  Currently Not available.

Contact Us

We are always there to assist you when needed. 

For business related queries, contact +91 9834117176.

For product related queries, contact@phulari.com 

Please note: We are not available on call post work hours and on holidays. Kindly feel free to drop your message and we shall get in touch with you at the earliest.