FAQ

 

 MY ACCOUNT & MY ORDER

How do I place my order?

Follow these steps:

1.      Browse through our wide catalogue of products until you find something you like, choose the relevant size (if you are not sure of the size, refer our size chart) and click on the ‘Add to Cart’ button (you are eligible to add multiple products to your cart)

2.      In ‘My cart’, you can either choose to continue shopping or confirm the order

3.      To proceed, you can either log into your existing namakool brands account or simply continue as a ‘New User’ and create one

4.      Once this is all set, proceed to checkout, confirm your shipping address, select the desired payment method, and confirm your order.

How will I receive my Order?

We have tie ups with reputed courier companies, so your orders will be delivered right to your doorstep. All orders will be delivered in fully sealed packages to protect your goods and ensure that they reach you in perfect condition.

How will I get confirmation that my Order is placed successfully?

An email will be sent with your order information confirming your order and another email when your order is shipped out. However, the order will be accepted and sent to you once your credit card/ debit card and address details have been approved and verified, unless it’s a COD. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive.

I tried placing my order using my Debit Card/ Credit Card/ Net Banking/wallets. The order was not successful but my money got deducted. What really happened with my money?

1.      Please check your bank/ credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days

2.      For assistance you can write to us at contact@namakool.com  we will be happy to help you out

How should I check the status of my Order?

1.      If you have a user account and were logged in while you placed your order, rest assured you can track the status of your order in your namakool  account .

2.                  Once your order is placed, we will send you confirmation of your order details over email and sms. Again, once we dispatch your shipment you will be notified via sms. In case of any unusual event which delays your order, you would receive a special update from our end.

3.         If you still have apprehensions, write to us at contact@namakool.com, and your issue will be addressed.

                       CANCELLATION & RELATED QUERIES

How do I cancel my order?

COD orders can be cancelled directly from the registered account before it gets shipped.

For prepaid orders, please contact our customer care at contact@namakool.com  to cancel the order and put in an online refund request.

If the order is shipped already, unfortunately we wouldn’t be able to cancel it. However, you can politely refuse to accept the shipment and let us know about it. If you have accepted the shipment, no worries, you can return the product and exchange it for something else.

In case you desire any changes or edits in your order, please write to us at contact@namakool.com  Our customer care team will help you out with customized solutions wherever possible.

                       PAYMENT MODE

Is it safe to shop online if I make payment using Net Banking, Debit Card or Credit Card?

All Credit Card, Debit Card, and Net Banking transactions are processed over a secure encrypted connection.

Why am I not getting any COD option on the payment page?

It means Cash on Delivery is not serviceable by our courier partners at your location postal code but you can always opt for Net Banking or Credit/Debit Card payment options.

Are there any hidden charges?

There are absolutely no hidden charges.  You pay only the amount that you see in your order summary.

What should I do if my payment fails?

In case of a payment failure, please retry keeping in mind the following:

1.      Information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking) and that your internet connection is not disrupted in the process

2.      If your account has been debited after a payment failure, it is normally rolled back to your bank account within 10 business days. For any further clarification, you can email us on contact@namakool.com

3.      Do you have a cash on delivery (COD) option? Are there any additional charges?

Yes, we do have a Cash on Delivery (COD) option for most pincodes in India. Irrespective of your order amount, an additional Rs. 50 will be added to your total if you choose the payment mode as Cash on Delivery (COD).

                              SHIPPING & TRACKING

What is the shipping philosophy of Namakool brands?

We promise our customers one of the best experiences of online shopping that is hassle free and reliable. We take care of all parameters that ensure your order reaches you in a sound state.

What is the delivery time period?

Orders within India are delivered within 7 – 8 working days,  Delivery time may vary depending upon the shipping address.

Do you apply any shipping charges?

Within India, Namakool.com provides Free Shipping for orders above Rs. 499.There will be a shipping charge of Rs.50 on orders below Rs. 499. For shipping charges anywhere outside India, please contact us on contact@namakool.com

                               RETURN & EXCHANGE POLICY

1.      Customers can return their order after 15 days of the order delivery

2.      All returns must be in unused condition with all original tags and packaging intact

3.      The product amount will be credited back to your account as reward points, once we have received the products and quality check is done

4.      Online refund of shipping and COD charges is not applicable

                                    

                                    REFUND POLICY

What are the terms and conditions for refund?

1.      You can ask for an online refund against any of your orders after 15 days of its date of delivery

2.      All online refunds will be credited into your namakool account as Reward Points which you can use to shop on @namakool.com  

3.      For any other requests or queries regarding this, kindly write to us at contact@namakool.com

What are the rules for refunding courier charges?

1.      As we do not have a reverse pickup facility yet, we will provide you Reward Points worth Rs.100 for the shipping charges borne by you

2.      Please make sure your courier costs do not exceed our Reward Points rates. We recommend using ‘Speed Post’ as your courier service. Speed Post is a government of India owned entity and has the most widely distributed postal network in India

3.      Courier online refund rates are fixed and will not change depending on the courier service you choose to return the product

How long does the online refund procedure take?

The online refund procedure will be initiated within 48 hours once we receive your product. Once initiated, the amount will reflect in your namakool account as Reward Points.

Where should I return my product?

Please courier the product(s) to us at the address mentioned below;

       NAMAKOOL BRANDS PRIVATE LIMITED

        Shop No.11, 1st Floor, Cabin No.2, Main Market, Baltana, Zirakpur,

        Punjab, 140604 Phone- 07290008585 email-contact@namakool.com

I haven’t received my refund yet. What should I do?

1.      We update our customers through emails once we initiate the online refund procedure

2.      If our last email states that we have initiated the online refund procedure, kindly wait for the process to complete

3.      For queries you can write to us at contact@namakool.com

 

                                   MISCELLANEOUS

Do you take Bulk Orders?

Yes, we do. You can mail us with your order and design details at corporate@namakool.com

Will I automatically receive marketing emails from you after registration?

If you register with us, you are inevitably getting subscribed to our newsletter. If you don’t wish to receive our newsletter, you can click on the unsubscribe link in the newsletter.

What to do if I forgot my password?

Just click on ‘Forgot Password’ option and we will send password reset link on your email address registered with us.

Is there any trial then purchase option available?

Since we sell only on our online store, there is no trial and buy option available. However, in order to assist you in picking the right size, we have size chart with body measurements on our product pages. For any queries please write to us at contact@namakool.com

 

I wish to add few more products in my order. Will it be possible?

Once you have confirmed the order and we have accepted it, unfortunately you cannot add any more products to your order.