CUSTOMER CARE
& LOYALTY PROGRAMME

 

 

Satisfaction guaranteed! We want you to be thrilled with your purchase and blown away by our customer service. We offer:

free express worldwide shipping on all orders* | easy refunds

*from 1st January 2022, we will start charging for shipping

 

If you can't find the information you are looking for below please email us and we'll get back to you within two working days.

 

PRICING & PAYMENT OPTIONS

  • Prices on our website are in USD.

  • Payments:

    • Credit card: Select RAZORPAY as your payment method at checkout. (In case you are having trouble paying with a non-Indian credit card, it is likely that your bank is blocking your payment as it may be unfamiliar with RAZORPAY. Please instruct your bank to allow the payment in this case.)

    • PayPal: You don't need a PayPal account to pay this way; you can pay using all major credit cards, your bank account or your PayPal account.

DISCOUNT CODES

  • Enter discount codes into the "promo code" box. Only one promo code can be applied per order.

  • Have a problem applying your discount? Please "add a note" or email us and we'll refund you the discount.

ORDER CONFIRMATION & CANCELLATIONS

  • Please be sure to enter your full and correct shipping address. If you change your address after we have shipped, you may be charged by the courier for return & re-shipping - around USD80.

  • Once you've completed the checkout process, you will get an automated email confirming your order. After this, it is not possible to change or cancel your order.

SHIPPING & DELIVERY

  • Smaller jewellery comes packed in recycled sari pouches and all orders come packed in a recycled sari carry bag.

  • Orders are shipped within four working days of your order and shipping takes approximately 7 - 10 days. We ship from our studio in Delhi, India, with a range of international shipping partners to provide the best service and fastest delivery. 

  • Worldwide shipping is free until 31st December 2021 and express on all orders.

  • We provide tracking numbers within four working days days of shipping. Once we have sent you the tracking number,  responsibility for ensuring receipt of your order lays with the customer. Couriers make two to three delivery attempts. Beyond this, they will either charge for additional delivery attempts, destroy the package, or return your package to us. Any charges or loss resulting from failed delivery are the responsibility of the customer.

  • International customers are responsible for duties and taxes in the destination country. House of Wandering Silk cannot estimate or cover duties or customs on international shipping.

  • Orders come to you ready for gifting, and if you’d like to add a personal note inside the package, just drop us an email to let us know at the time of your order

RETURN POLICY

  • We accept returns for full refunds within 14 days of receipt of the product by the customer. To be eligible for a return, your item must be unused and in the same condition as when you received it, with the tag attached. It must be returned to us in Delhi, India, with the original packaging and any accessories that came with it. Please email us within 14 days of receipt requesting a refund and letting us know why. We will reply within two working days and provide instructions for the return of the item.

  • House of Wandering Silk will refund your return shipping cost only for a product that was incorrectly sent to you or defective. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We are not responsible for any loss or damage to the goods during their return shipping to us.

  • House of Wandering Silk does not take responsibility for duties/taxes claimed by the Indian customs officials on your return package. We advise you to value your return package for under USD50 and label it as a sample to avoid fees. In the case we are charged duties/taxes, we will deduct this amount from our return payment to you. 

  • Once your return is received and inspected, provided the item is in the same condition as it was when sent to you, we will immediately refund the full product price to you. In case the item has been damaged during its time with you or during the return shipping, we will estimate a fair cost of the damage and deduct this from your refund. 

  • We cannot accept returns on final sale items.

  • We don't accept exchanges. If you would like to exchange an item, you can return it as above, and then make a new order on our website.​

LOYALTY PROGRAMME

  • Every time you make an online order, the amount you spend gets added to your lifetime purchase value. Once you make an order that takes you over USD1000 in lifetime spending, you are a member of the SILK category. Once you make an order that takes you over USD4000, you are a member of the AHIMSA category.

  • Once you enter a Loyalty Programme category, we will email you with the discount codes to apply at checkout for future orders.

  • Within each category, you get discounts based on the value of each order.

  • Discounts can't be used in combination with other discounts or coupons and are not valid on sale items.

  • Purchases of discounted or sale items and in-studio sales do not count towards this value. 

 
 
 
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