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

 

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

 

 

Frequently Asked Questions (FAQs)

 

Loyalty Programme

Our business is built on the support of our customers. We value the relationships we've built over the years and the commitment of our loyal group of fellow textile-lovers. Our Loyalty Programme has been set up to reward our regular customers as well as customers making one-off larger-size purchases.

a) How does it work?

We have four types of membership which are categorised according to the value of your lifetime online purchases from House of Wandering Silk. The four categories are: Khadi, Silk, Ahimsa and Cashmere. As your purchases accumulate, so too do the discounts. 

 

Members of Silk, Ahimsa and Cashmere are informed by email once they fall into one of these categories, along with the Discount Codes. All our other customers fall into the Khadi category and can avail discounts by using the codes detailed in the table below.

 

Questions? Please email us and we'll be happy to let you know your membership category and the total of your lifetime purchases with us!

Loyalty Programme

a) Terms & conditions

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

- Discounts are valid on all sales effective from 1st November 2016.

 

Making an order

a) Checkout 

Your selected products are placed in your cart. You can review and adjust your cart at any time by clicking on the cart icon in the top right of the screen. In your cart page, you can also apply any coupon code you might have to receive your discount. Once you have completed your shopping and all desired products are listed in your cart, please select "checkout". At checkout, you can select your payment method and complete the order.

b) Payment

We offer several payment options, available to you once you click on "checkout": online and offline.

ONLINE

For all countries & currencies: Purchases through our website are made via the secure PayPal payment gateway. You can pay using all major credit cards, your bank account or your PayPal account. Payment can be made in any currency: prices on our website are listed in USD but PayPal will convert our USD prices into your selected currency if you select not to pay in USD.

 

OFFLINE

Prefer to pay another way? We also accept offline payments for customers paying in any of the below currencies. Please note: the shipping address can be anywhere in the world. 

 

UK (£) / Australia ($) / EU (€): We accept domestic (UK, Australia) and SEPA (within EU) bank transfers. 

India (INR): We accept domestic bank transfers and cheques.

 

For offline payments, please complete your order and we will email you within one day with details to complete your payment. Currencies will be converted using the market rate of the day of purchase.

 

c) Currencies

Payment can be made in any currency: prices on our website are listed in USD but PayPal will convert our USD prices into your selected currency if you select not to pay in USD.

 

d) Order confirmation

Once you've completed your order, you will get two to three emails. The first will be an immediate, automated email from us confirming your purchase plus another automated email from PayPal, if you have selected to pay online. The last email will be human-written from the friendly folks at House of Wandering Silk within one day of your order with your invoice, confirming your shipping and order details, the planned shipping date and approximate delivery date.

You can amend or cancel your order anytime up until we've posted your order; you should email us as soon as possible with any changes or cancellations as we sometimes post within hours of receiving an order. 

 

Should it be necessary, House of Wandering Silk may contact you if, for instance, an item you selected is unavailable or if we need your telephone number.

Shipping & delivery

 

a) Shipping cost

We ship worldwide vy express postage using international couriers and shipping is completely free!

 

b) Shipping timing

We work with multiple international shipping partners to provide the best service and fastest delivery. Orders are shipped by express postage from New Delhi, India, within four days of ordering and shipping takes approximately 7 - 10 days. We take full responsibility for your package during shipping and until it has arrived in your hands! We generally don't provide tracking numbers for orders. However, if you would like to receive your tracking number, please email us and we'll share it with you. 

c) Packing

Smaller jewellery comes packed in recycled sari pouches and all products come packed in a recycled sari carry bag made by our partner, the Self Employed Women's Association, and neatly packed in a box. They 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. 

 

d) Customs and duties

Additional customs charges, import duties, local taxes or other fees may be levied when your order reaches its destination country. These fees and charges are no

Cancellations, returns & exchanges 

 

Satisfaction guaranteed! We at

guaranteed! We at House of Wandering Silk want you to be thrilled with your purchase and blown away by our customer service. If for any reason you are not completely satisfied with your product, we accept returns and exchanges of online purchases.  

 

a) Cancellations

You can amend or cancel your order anytime up until we've posted your order; you should email us as soon as possible with any changes or cancellations as we sometimes post within hours of receiving an order. 

 

b) Returns 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 with the original packaging and any accessories that came with it. The customer is required to email us within 14 days of receipt requesting a refund and letting us know why. We will reply within one working day 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.

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 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 through PayPal. You will receive a confirmation email from PayPal of this refund. 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.

 

c) Exchange policy

We accept exchanges within 30 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 with the original packaging and any accessories that came with it. The customer is required to email us within 30 days of receipt requesting a refund and letting us know why. We will reply within one working day 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.

 

Once your return is received and inspected, we will send you an email to notify you we have received your returned item. Provided the item is in the same condition as it was when sent to you, we will immediately issue you with a credit note that can be used across all items on our online shop. The credit note has no expiry date. 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 credit note.  

We cannot accept exchanges on final sale items.

 
 

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