FAQ'S

Return and Refund

What is Craftsvilla’s Return Policy?

Our "100% Buyer Protection Program" allows for easy returns and refunds for:

  • Products which you may not like for quality, color or design related issues
  • Products which you received in "Damaged/Defective/Broken" condition
  • Products not as per description/photo on the website

All products must be returned in their original condition along with the bills and labels. Please follow the below given steps to register your dispute within 7 days of receipt of the product. Disputes registered after 7 days of delivery may not be entertained by the sellers.

Note: Items falling under following categories CANNOT be returned

  • Consumable items like Food and Beverages, Bath and Beauty
  • Bulky items like Furniture/ Statues/ Paintings/ Temples (Mandir)
  • Custom stitched products
How to raise dispute for an order?

You can raise a dispute within 7 days of delivery, in either of the two ways:

  • By sending an email to customercare@craftsvilla.com with images of broken/defective/damaged products within 7 days of delivery. Please mention your order number in the email.
    (We need photos of the products received so that we can defend your dispute with relevant seller)
  • Sign into your Craftsvilla account if you are a registered customer. (Faster method)

Select the order you wish to return and follow below mentioned easy process:

  • If your pincode is serviceable we will pick up the product.
  1. Select the “Request Reverse Pickup” Tab.
  2. Please note that all refunds are credited to Craftsvilla Wallet.
  3. Please select Reason for Return.
  4. Click "Submit Return Request" to register your return request.
  • If your pincode is not serviceable we will request you to ship the product.
  1. Self Ship the product and share the tracking details with us.
  2. Please note that all refunds are credited to Craftsvilla Wallet.
  3. Please let us know the Reason for Return.

  • If you are not registered on Craftsvilla.com, you can send an email with your order details to customercare@craftsvilla.com with images of broken/defective/damaged products.Please mention your order number in the email. (We need photos of the products received so that we can defend your dispute with relevant seller)

  • Exchange Only Option for All Products:

Please note we have very reasonable prices for our products. For all our products, we would like you to exchange them. Therefore for all order values, we will only refund in Craftsvilla wallet so that you can easily buy again any other product suitable for you from our vast collection.


Can I return a part of my order?
When will I be refunded?

Reverse Pickup Orders:

We will initiate refund once the item is picked up by our courier and the refund will reflect in your Craftsvilla Wallet..

Self Ship Orders:

We will initiate refund when the seller notifies us of the receipt of the item back from you or the online tracking shows as delivered to the seller address. The refund amount will be credited within 3-5 working days after we initiate the refund.

Yes, a return can be created at item level but if you have ordered multiple quantities of the same item, you cannot initiate a return for a partial quantity.

What items are not returnable?

Items falling under following categories CANNOT be returned

  • Consumable items like Food and Beverages, Bath and Beauty
  • Bulky items like Furniture/ Statues/ Paintings/ Temples (Mandir)
  • Custom stitched products

Shipping

What are the shipping charges?

Delivery charge varies with each Seller. Most sellers provide FREE delivery in India. Some items may have a shipping cost depending on the nature of the product.
For International orders, the shipping charges are different for different items and is mentioned clearly on the product page. Also Prices may be different for different countries to account for shipping costs as sellers are free to set their prices and prices listed in INR are only for India.

What is the estimated delivery time?

The estimated time of delivery is within 7 working days for domestic orders and 21 working days for international orders. All orders get shipped within 5 days from the Seller’s warehouse.

How will the delivery be done?
  • We try to process all deliveries through reputed courier companies like Gati, Delhivery, Wow Express, Bluedart, Aramex, AFL, DTDC, DHL and Fedex. In some cases, where the pin/zipcode is not serviceable by these courier companies, we use Indian Speed Post for those deliveries.
  • If there is no courier service available in your area, we will get in touch with you and try to work out a convenient alternate delivery location that is serviced by our courier partners.
Does Craftsvilla deliver internationally?

Yes, we do deliver items internationally. You are more than welcome to make your purchases on our site from anywhere in the world. We use DHL, DTDC, India Post or FEDEX to deliver your shipments safely and timely to you.

How can I track the delivery of my order?

All Craftsvilla items are delivered through reputed courier partners who will provide a Tracking ID for your order. You can track your order by login into your Craftsvilla account.

We also email you the tracking details after we dispatch your order.

Why is the COD option not offered in my location?

Availability of Cash on Delivery depends on the ability of our courier partner servicing your location to accept cash as payment at the time of delivery.

Our courier partners have limits on the cash amount payable on delivery depending on the destination and your order value might have exceeded this limit. Please enter your pin code on the product page to check if COD is available in your location.

What does "Out of Stock" mean?

It means that currently, the item is not available for sale.

How are items packaged?

All items are carefully packaged as to avoid any form of damage.

Who would be responsible for paying local taxes in countries outside of India?

Customs Duty other international taxes etc. if applicable will have to be borne by the customer according to the laws of the land.

Payment

How do I pay for a Craftsvilla purchase?

Craftsvilla offers you multiple payment methods. Whatever your online mode of payment, you can rest assured that Craftsvilla's trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

You may use Internet Banking, Debit Card, Credit Card and Cash on Delivery to make your purchase. We also accept payments made using Visa, MasterCard, American Express and Diners Club credit/debit cards.

What is Cash on Delivery?

Cash on Delivery (COD) is an alternate method of purchasing from us. In the COD payment terms or COD service, you pay at the time of the actual delivery, rather than paying in advance. Please note that the courier person will give you the parcel only after he receives the cash payment. You cannot open the parcel before payment. In case of any concerns after opening the parcel, you can contact us on customercare@craftsvilla.com

Are there any charges for a COD purchase?

There may be COD charges per product which will be communicated to you when you transact on Craftsvilla.com. We do not process COD orders for invoice value of more than Rs.5000.

All the products are valid for a Cash-On-Delivery order, except for those where it is specifically written in the description “Cash on delivery is not available “.

How do I pay using a Credit/Debit card and is it safe?

We accept all VISA, MasterCard both Indian and International. Customers will need to key in their 16-digit Credit/Debit Card number and the 3 digit CVV Code (Card Verification Value - found on the back of the card) and complete the payment flow.

What credit cards are supported?

We accept all MasterCard, Visa, Amex, JCB and Diners credit cards.

Do you accept international credit cards on Craftsvilla?

Yes, we accept all international credit cards. Our overseas customers and Non Resident Indians can use their International credit cards to make payments for their orders.

Can I make a credit/debit card or Internet Banking payment through my mobile?

Yes, you can make credit card payments through the Craftsvilla mobile site and app. Craftsvilla uses 256-bit encryption technology to protect your card information while securely transmitting it to the secure and trusted payment gateways managed by leading banks.

Is it safe to use my credit/debit card on Craftsvilla?

All Credit/Debit card details remain confidential and private. Craftsvilla and our trusted payment gateways use SSL encryption technology to protect your card information.

Does Craftsvilla store my credit card information?

No, Craftsvilla does not collect or store your account information at all. Your transaction is authorized at multiple points, first by EBS/CCavenue and subsequently by Visa/MasterCard/Amex/Diners secure directly without any information passing through us.

Who bears the Octroi for certain locations in India?

Nagpur, Sangli, Dombivili, Nasik, Mumbai, Pimpri Chinchwardi, Kothrud(Pune), Ahmednagar, Pune, Akola are Octroiable cities. Any applicable octroi will be payable by the customer. Please pay Octroi to the courier company if requested by them in these cities. Craftsvilla.com is not responsible for any octroi payments.

What Net Banking and Debit Card options do I have?

Debit Cards

We accept Debit Cards issued by the following banks:

AXIS Bank Debit Card (VISA Electron only)Corporation Bank Debit Card (VISA Electron only)ICICI Bank Debit Card
Canara Bank Debit CardDeutsche Bank Debit Card (VISA Electron onlyIndian Overseas Bank Debit Card (VISA Electron only)
Citibank Debit CardHDFC Bank Debit Card (VISA Electron only)ING Vyasa Bank Debit Card(VISA Electron only)
Karur Vysya Bank Debit Card (VISA Electron only)Punjab National Bank Debit CardState Bank of India Debit Card

Internet Banking

We accept payment through Internet Banking for the following banks:

ABN AMRO BankFederal BankPunjab National Bank Corp Account
AXIS BankHDFC BankPunjab National Bank Retail Account
Allahabad BankICICI BankRoyal Bank of Scotland
Andhra BankIDBI BankSouth Indian Bank
Bank of Bahrain and KuwaitING Vysya BankStandard Chartered Bank
Bank of Baroda Corp AccountIOB Debit CardState Bank of Hyderabad
Bank of Baroda Retail AccountIndian Overseas BankState Bank Of India
Bank of IndiaIndian BankState Bank of Mysore
Bank of MaharashtraIndusInd BankState Bank of Travancore
Bank of RajasthanJammu Kashmir BankSyndicate Bank
CitibankKarnataka BankTamilnad Mercantile Bank
City Union BankKarur Vysya Net BankUnion Bank Of India
Corporation BankKotak Mahindra BankVijaya Bank
Deutsche BankLakshmi Vilas BankYES BANK
Dhanlaxmi BankOriental Bank Of Commerce

Order Status

How do I check the current status of my orders?

You can review the status of your orders and other related information in the 'My Account' section In the My Account page, click on the 'My Orders' link to view the status of all your orders. To view the status of a specific order, click on the 'Order Number' link.

What do the different order status mean?
  • Processing: We have received authorization from the payment gateway and are processing your order.
  • Accepted by Seller: The seller has accepted to cater to your order.
  • Packing Order: Your order is getting ready to be shipped to you.
  • In Transit: Your order has been shipped out of our seller’s warehouse and is on its way to your delivery location.
  • Partially shipped: Sometimes when you have ordered multiple items, we may have to ship them separately.
  • Delivered: Your order has been delivered at your specified delivery location.
  • Order Cancelled: The order has been cancelled.
When and how can I cancel an order?

You can cancel your order at any point after placing an order. You cancel it directly by login into Your Account.

Go to ‘My Accounts’ section. In the My Account page, click on the 'My Orders'. Expand order details by clicking on the 'Order Number' link. To cancel, click on the ‘Cancel delivery’ button.

What happens to the order in case of payment failure?

While placing an order, if your payment fails but you still wish to order the products, you can go to Your Account and re-order the products from the ‘Pending Orders’ section.

Please note that the payment link generated to re-order those products is valid only for 3 days as per our payment gateway’s guidelines.

My Account

What is 'My Account'? How do I update my information?

It is easy to update your Craftsvilla account and view your orders any time through 'My Account'. 'My Account' allows you complete control over your transactions on Craftsvilla

  • Manage/edit your personal data like address, phone numbers, email ids
  • Change your password
  • Track the status of your order
How do I know my order has been confirmed?

Once we receive your order, the seller confirms receipt of the order and begins processing it. You will receive an email containing the details of your order. In this email you will be provided with a unique Order ID (eg. OD01202130213), a listing of the item(s) you have ordered. You will also be notified when the product(s) are shipped to you. Shipping details will be provided with the respective tracking number(s).

Shopping

Why do I see different prices for the same product?

A product could be listed under different prices. There could be sellers offering you the same product but at a different price. That is the nature of Craftsvilla marketplace, where different sellers compete for your order.

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

You can shop on Craftsvilla by providing just your email ID. While it is not necessary to have an account to shop for and purchase items, it is recommended that you create one. By creating your own account, you can enjoy a personalized shopping experience, quicker checkout and can easily manage your orders as well.

Can I order a product that is 'Out of Stock'?

Unfortunately, products listed as 'Out of Stock' are not available for sale.

Contact us

Couldn't find the information you needed?
Please Email us at customercare@craftsvilla.com
Please contact us at 01724579090
In case the concern/ query remains unsolved, you can escalate the matter to our grievance officer Sudipta Jain at Grievanceofficer@craftsvilla.com
In the unlikely event that your issue remains unresolved to your satisfaction despite escalating to our Grievance Officer, you can reach out to our Nodal Officer Mukesh Mehra at nodalofficer@craftsvilla.com