CUSTOMER

CARE

 

 

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

 

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.

 

PRICING & PAYMENT OPTIONS

  • Prices on our website are in USD.

  • Purchases on our website are via the secure PayPal payment gateway. You don't need a PayPal account to purchase, however; you can pay using all major credit cards, your bank account or your PayPal account.

  • Prefer to pay offline? We also accept offline payments for customers paying in any of the below currencies. Please complete your order, selecting "offline" payment, and we will email you within two working days with details to complete your payment. We will convert the USD amount into your local currency using the real exchange rate. Please note for offline orders we are unable to hold products until full payment has been received.​

    • Credit card: We accept direct credit card payments - we will send you a unique link to complete your payment.

    • UK (£) / Australia ($): We accept domestic bank transfers.

    • EU (€): We accept bank transfers by SEPA.

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

DISCOUNT CODES

  • Enter discount codes into the "promo code" box. 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, we will have to charge you the courier fee for changing the destination address. This is around USD20.

  • Once you've completed the checkout process, you will get an automated email confirming your order.

  • 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 email you if, for instance, an item you selected is unavailable.

SHIPPING & DELIVERY

  • Worldwide shipping is free and express on all orders. We ship from our studio in Delhi, India, with multiple international shipping partners to provide the best service and fastest delivery. 

  • Orders are shipped within four working days of your order 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 don't automatically provide tracking numbers for orders. If you would like to receive your tracking number, please email us and we'll share it with you. 

  • 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.

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

  • 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.

  • If you have not received your package within three weeks of your order, please let us know ASAP by emailing us so we can follow up with the courier. Couriers make two to three delivery attempts in case of failed delivery. Beyond this, they will either charge for delivery attempts or return your package to us. If you have not informed us within four weeks of your order of a non-delivery, we cannot take responsibility for additional costs that the courier will charge. We will charge any such additional costs to the customer.

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, 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.

  • 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.​

 
 
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Based in Delhi & working with women makers, NGOs & master artisans across the width & breadth of this extraordinary land, House of Wandering Silk reimagines India's most beautiful textile traditions.

Proudly crafting one of a kind, zero waste & small batch textiles, clothing & accessories founded on our values of authenticity, respect & beauty, since 2011.

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Email us: hello@wanderingsilk.org 

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