for international orders please contact us on sales@houseofkotwara.com or via
Wed, 29 Jun 22

Frequently Asked Questions

Account
Shopping
Others
Do I need to register at www.houseofkotwara.com to shop?

Your content goes Yes, to avail full services, promotional prices and in order to protect our IP we only accept verified buyers at House of Kotwara, please register your account here if you wish to make purchases.

How do I check and edit my account details?

You can check and edit your account details here: My Account

How can I reset my password?

You can change your account password in the “Account Details” section of your My Account dashboard. Please follow the instructions in the dashboard.

If you have forgotten your password, please request a password reset by clicking “forgot my password” on the login page.

Why has my account been suspended?

Your account may have been suspended or locked based on some suspicious activity. Please contact our care team to find out more.

Is there a reward or loyalty program?

We aim to have a reward program integrated into our online services as soon as possible. Please stay tuned for this feature.

Where can I find the size guide?

You can find our size guide here: Size Guide

Where can I find the care instructions?

The care instructions for each product are mentioned in each product listing, in the “Additional Information” table.

The items I put in my shopping bag/cart recently, are now sold out – what happened?

Our products are usually in high demand and due to the nature of their production, we can only hold the product for you while it is in your checkout cart for up to 45 minutes.

Has my order been dispatched yet?
  • You can check the status of your order by checking the “Orders” section of your “My Account” dashboard.
  • Your order status will be tracked in your account dashboard and updates will be sent to your email when required. When your order is ready to be dispatched all shipping information will be shared with you by email and / or by other means of communication, as necessary.
  • For any reason if we are not able to ship your one or more products as per your order, we will contact you and offer another similar product that may be available at a similar price. Should the offered alternative(s) not meet your requirements, we will initiate a refund of the product not available.
Do you provide Cash on Delivery (COD) service?

We do not currently offer COD pan-India, if you are in Delhi-NCR, and would like to avail COD on self-pickup orders please contact us at sales@houseofkotwara.com.

What payment methods do you accept?
  • We currently use Razorpay as the online payment integration on our website, we accept all the payment methods Razorpay can process, including but not limited to, Credit/Debit Cards from all reputable banks in India, Netbanking, UPI and more.
  • We do not currently accept foreign currencies as a mode of payment, if you wish to pay using a foreign bank card or similar, your bank will charge you their conversion rate and fee so that you can pay in INR.
  • Please contact our care team to find out more at care@houseofkotwara.com
Can I order over the phone or email or via messaging?
  • Yes! We accept orders over a variety of different platforms.
  • For emails, please mail us at sales@houseofkotwara.com
  • For phone calls and WhatsApp, please contact us at +91 96504 44444
Why isnt my voucher code working?
  • Each voucher code and offer are unique and may not be eligible on certain orders. Please read the terms and conditions associated with your code and corroborate with the items in your cart.
  • Further discount cannot be availed on sale items.
I forgot to use my offer code – can I claim it afterwards?
  • If you contact us within 4 hours from erroneously placing the order without your code, we may be able to cancel and allow you to re-place your order with the code.
  • Otherwise, you may use the code with another eligible order.
How do I redeem a special offer or discount code?

If you have a special offer or discount code, you will be given the opportunity to use the code during the checkout process.

Which couriers do you use?

We use Shiprocket to ship your products to you. When choosing a courier through Shiprocket we always choose reputable courier services such as DHL, FedEx, BlueDart and other such trustworthy couriers.

What is contactless delivery?

Contactless delivery refers to the process of delivering the product without physically meeting or interacting with the buyer. It is a safe and hygienic technique that can help reduce the contact by a large margin.

What if I am not available when the order is delivered?
  • The shipping executive should contact you before setting out to deliver your purchase. You will also be given a rough estimate through your tracking services upon dispatch. You can request the executive to hand over the parcel to a designated person at the delivery address, who can receive the shipment on your behalf.
  • If the shipment needs to be re-attempted on another day or at another time; please let us or the courier service know as soon as possible so that the required rerouting can be scheduled beforehand – saving on fuel and carbon emissions.
My order has not been delivered by the expected delivery date, what should I do?
  • If your order has been dispatched, then please check on your order tracking; a status will be displayed in your “My Account > Orders” dashboard and you will have also received tracking details to your registered email address and phone number (via SMS or WhatsApp; if registered). You can get in-depth tracking from Shiprocket’s website or the website of the specific courier being used for you on the day.
  • If your order has not been dispatched yet, and you we’re expecting it to be dispatched by a certain date, please contact our care team to learn more.
Can I add to an existing order?

Unfortunately, once orders have been placed, they cannot be added to, however you can place another new order for the items you wanted to additionally purchase; we will do our best to ensure they are dispatched together.

Can I split my order across multiple delivery addresses?

We cannot ship one order to multiple delivery addresses. Should you wish to ship products to more than one delivery address, we require you to place separate orders for each of your desired delivery addresses.

I have some issues with the received product or it’s condition, what can I do?

Please contact our team at care@houseofkotwara.com

Do you ship internationally? Can I order from a foreign country?

We do not currently ship internationally on sales from www.houseofkotwara.com, please contact us at sales@houseofkotwara.com regarding international orders.

Do you offer Gifting services?

Yes, we do offer gifting services, please contact us at care@houseofkotwara.com with your requirements to learn more.

How do I get in touch with your Care Team?

You can email us at care@houseofkotwara.com with your queries.

Do you offer alterations?

We do offer some custom alteration work on outfits above the value of INR 1 Lac, alterations are offered on a chargeable basis. Please reach out to us at sales@houseofkotwara.com along with your Order Number if you would like to discuss some alterations with us.

For custom outfits please book an appointment.

I need help deciding what to buy. Can I speak to a stylist?

Yes, we can help. Please book a session with a House of Kotwara personal stylist through our appointments request system.

I liked an outfit at a store/online, but it is not available on the website. How do I purchase it?

House of Kotwara has been one of the pioneering Indian Fashion design houses in India. We have many designs and have inspired many others. Please contact us at sales@houseofkotwara.com with your request and we will do our best to facilitate it.

 

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