FAQ's

Frequently Asked Questions

Support Related

How do I contact you?


We are available on +91 9073047498 and +91 9007378511 from Monday to Saturday (10 am - 9 pm IST). Or drop us a mail at customercare@vanyya.com. Let us know what is troubling you.




What are the other ways to get in touch with VANYYA?


You can provide your e-mail address in the little box in the footer of the website to subscribe to our newsletter. You can always follow us across social media platforms including Facebook, Instagram, Twitter, Pinterest and LinkedIn. We are available by the handle name – vanyyastories. This will keep you updated about ongoing offers, promotions, our new launches, blogs or about hiring.




How can I search for products easily?


There is a “Search” button on the top left corner of the page. Just type in whatever you’re looking for and if we have it, it’ll show up all relevant results.




What is ‘My Account’?


From my account, you can access all the information related to your order(s). It gives you complete control to do the following:

  • Edit your personal information like Name, Address, etc.
  • Change password
  • Check your order history
  • Wishlist




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


No, you do not need to have an account to shop on VANYYA. But we recommend you to have yourself registered with us to avail offers, discounts, and coupons.




How do I register?


To register, you just need to click on the top right of our website. Click on the ‘Create Account’ option next to Log In to create your account.




How do I reset my password?


To reset your password, please click on “Forgot Password” option available in the Account/Login page. Enter the email address and the link to set a new password will be mailed to your registered Email ID.





Order Related

How do I know once my order is confirmed?


Once your payment is authorized and your order is completed, you will receive an email from us confirming the order placement. You would be provided with the Order Number, details of the order and the amount you have paid.




Do you take orders over the phone?


We do not take orders over the phone. The customer would have to place an order on www.vanyya.com by themselves. You could always email us if you are looking for something specifically and unable to find it. If you are facing difficulties in placing an order, call us or message us or email us, we will hurry to solve your problems.




I have already placed my order, can I add more items to the same order?


No. Once the order is placed, you wouldn’t be able to add more items in it. If your order is above Rs. 1200, shipping is on us and you can go ahead and buy some more in another order. But if your next order is below Rs. 1200, you can get in touch with us and we would be able to help you out with a free shipping code so that you can place a fresh order only if your first order is not shipped.




What is the estimated delivery time?


The delivery time varies from cities to cities. Typically it takes 7-8 days for all metros & Tier 1 cities. Tier 2 & 3 cities may take 8 - 10 days. Some cities in North East India & J&K etc. may take minimum 8 to a maximum of 14 days. All these timings are purely approximate, and there might be changes in shipping schedules at times. Due to unforeseen reasons there might be delay in shipments and would appreciate your patience. We would definitely try our best to get your shipment delivered asap.




How are orders placed on www.vanyya.com, delivered to me?


Once the order is placed, we ship the order through one of our trusted delivery partners. All these partners are reputed, logistic service providers. Once your order has been shipped you will get an email informing you of the details of the courier partner and an AWB number using which you can track your shipment. Furthermore, we would also share the estimated delivery dates via email.




Why did I receive only a part of my order?


The reasons why you would have partially received the order are: We might have shipped your items in two different shipments. The other would still be in transit. OR The stock for the remaining items was not available. In this case, you will receive a call from our customer care informing you the same. Only after your confirmation, the order will be shipped to you. In the unlikely situation that you are not available on your mentioned phone number, an email will be sent to you informing the same. You could call our customer care to get more clarity on your order status.




Can I change my delivery address or mobile number once the order is placed?


Unfortunately, that is not possible at the moment. Since the system would have already passed the mobile number and address to our warehouse to pack and ship your product. You can email us at customercare@vanyya.com to inform us about such a situation. We will try our best to get the same resolved if the order is not shipped. In case the package is returned to us after attempted delivery or because of a wrong shipping address provided by the customer at the time of placing an order, we will be able to offer a partial refund after deduction of Rs. 100 for shipping.




How to check the status of my order?


To check the status of your order, log in to www.vanyya.com and go to “My Orders” section under “Logged in as __(your name)__”. We will also email you when there is a status update to your order.




I placed an order twice.


In case you have placed your order twice and would like to cancel one of the orders, do contact us immediately within 10 hours of placing the order. We would cancel one of your orders and your refund will go back via the payment method you used when placing your order.




Can I pre-order a product which is sold out?


Unfortunately, we do not take pre-orders. You can click on “Notify Me When Available” tab and we will notify you as soon as the product has been restocked. Also, do check out social media stories for updates on re-stock.




I am unable to place an order.


We are sorry you're facing hiccups while placing an order; we'd hate to inconvenience you further. So here are some options: Try using a different browser or device if possible or contact us on customercare@vanyya.com or call/Whatsapp us on +91 9073047498 / +91 9007378511. Our team will try to resolve your issues as soon as possible.




I would like to cancel my order.


You can cancel your order within 10 hours of placing the order. If you choose to cancel the order after 10 hours of placing the order, you will have to opt for the return option which can be found here.




I am an international customer but want delivery in India. Is this possible?


Yes. It is possible for us to deliver your shipment to India. We would need the complete shipping address along with a local contact number. If the delivery address is of a Hotel, would recommend you to give us your personal local contact which would be reachable at all times. In this case, no Cash on Delivery option will be applicable.




I had placed an order. May I know when I will receive it?


The orders are shipped within 2-3 working days. We strive our best to ship your order asap. The approximate delivery time is 8 working days.




When can I expect my order? How many days does it take for delivery?


We ship within 2-3 days of you placing the order. For international shipping it takes about 12-14 days. For domestic shipping it takes 7-8 days. In case of any exception we would call and inform you.




I am missing an item, what do I do?


In the unlikely event you are missing an item from your order, this is probably due to your order being dispatched in separate parcels, if this is the case please check your emails, as we will have updated you via email on the status of your order. (Don’t forget to check your junk folder in case it’s ended up in there!)




What if my product arrives in a damaged condition?


If you find the package to be tampered with, please do not accept delivery and return it back to the delivery person. Please email us at customercare@vanyya.com mentioning your Order ID and we’ll do the needful. If the delivery has been accepted, it will be assumed that the parcel was received in a secure manner.




What if my product is defective?


If under any circumstances you happen to receive a defective or damaged product, please notify us on customercare@vanyya.com mentioning your order ID, or initiate return of the product. After the product arrives back to us, and after a reaffirmation of the defect; we’ll offer you an exchange/refund. If a fresh piece of the product in question is not in stock, you can either choose a different product altogether or, take a coupon (valid for 90 days), or get the entire amount reimbursed. Please specify on the mail or on the return procedure what you’d prefer and we’ll take it forward from there. However, not all imperfections are considered as defects. Minor irregularities or unevenness will not be considered as a defect/damage, as they are a testimony to our products being handmade. Please go through the Disclaimer mentioned in the description of each product or our Disclaimer policy in detail, before placing your order. Minor irregularities will not be considered as applicable for return or exchange.




Are the products shown on the website accurate, especially in terms of colour?


We try our best to take photos of products under natural light since we want the actual products to look similar to what you have seen on the website/page. However, slight differences in display outputs might occur due to lighting, digital photography, colour settings and capabilities of your computer monitors or mobile screens. We firmly believe that all customers who order online are aware of this genuine challenge and thus to avoid any misunderstanding or discrepancies, we would request you to consider that before you place your orders.




How can I send an VANYYA Product as a gift to my loved one?


You can gift a product of your choice to your loved one by entering their shipping address during check-out. Make sure the billing address is yours. Do include further instructions on the ‘Any additional information you want us to know’ box, such as “ Please remove price tags and don’t include the invoice” in case you want it that way. If you want us to add a note, please mention your message in the same box. We also have an e-gift card section where you can choose from a wide range of e-gift cards available, as per your need or occasion and give your loved one the joy of purchasing one of our lovely sustainable products.




Do you have a ‘Gift-Wrapping’ option?


Our products are packed in a secure tamper proof eco-friendly packaging and hence, we don’t provide an additional gift wrap packaging. However, we could definitely add a note to your loved one. Please mention the message you want as a note on the ‘Any additional information you want us to know’ section during checkout and we’ll send a hand-written note along with your product.




Do you take bulk orders or do wholesale?


No. We are a retail store only and don’t do wholesale or take bulk-orders.




I wish to gift someone from VANYYA, but I’m confused or not sure what they’ll like.


We suggest that you don’t take the stress and leave the choice up to your gift recipient, by sending them a VANYYA e-gift card, instead of a physical product. Please visit our e-gift card section on the homepage and choose from a wide range of e-gift cards available, as per your need or occasion and give your loved one the joy of purchasing one of our lovely products, while you yourself remain stress-free!




Can I resell your products?


All our products are for personal use only and we strictly don’t allow resale of our products. Kindly refrain from doing so.




Can I get a product customized in a particular combination or design?


We currently do not provide customization of products. However, please drop your suggestion by email at customercare@vanyya.com and we will try to bring your idea to life.




What if I need more information or clarity on a product before I make my purchase?


Please get in touch with us on customercare@vanyya.com or whatsapp us on +91 9073047498 / +91 9007379511. We would be more than happy to answer your questions.





Shipping Related

Are there any shipping charges?


A minimal shipping charge will be applicable to all domestic orders which shall be mentioned at the time of checking out. The charges will be waived off for an order value of Rs.1200 or above. A shipping charge of Rs. 2000 will be applicable on all international orders, irrespective of the number of products you buy.




How does the delivery process work?


VANYYA uses reputed logistics providers/partners to deliver products to your doorsteps. Once your order is placed, one of our logistic partners would pick the product from us and deliver it to you.




How can I track the delivery of my order?


Once your order is placed, VANYYA assigns your order to one of our logistics partners. An email would be sent to your registered email address with the details of the logistics partner along with the AWB#. You can track the order using the AWB# on their respective website 24 hours after your order is shipped out. All you need to do is click on the link in the email sent to you after the order is placed and track the journey of your item in real-time!




What should I do if I miss the delivery?


We understand that you can’t wait at home (or office - whatever your delivery address is) right from the time you’ve placed the order till it’s delivered to you. We will make three attempts to deliver the order to you; each attempt on a consecutive day. So, in case you have missed the order delivery, please write to us at customercare@vanyya.com or call us on +91 9073047498 along with your order number and we shall take care of it. In case the package is returned to us after an attempted delivery, we will be able to offer a partial refund after deduction of Rs. 200 as the charges we had to bear to have the products packed, onward and reverse shipping.




Why is the Cash On Delivery payment option not available at my location?


We do not have COD at the moment. We would suggest making the payment through Credit Card, Debit Card, or Net Banking. We are looking to bring the COD option to you real soon. We will keep you updated.




Do you deliver all over India?


Yes, we do deliver all over India. If delivery service is not available through our partnered courier companies, we will ship your order through India Post. This would be possible only for prepaid orders.




What delivery carriers do you use?


We have tied up with reputed courier companies such as India Post, FedEx, DTDC, Bluedart, Delhivery, etc. You will receive an email with your tracking details once we dispatched your order. You can track your order 24 hours after your order has been shipped.




What do I do if my shipment has tampered?


If you think, you have received the product in a bad condition or if the packaging is tampered with or damaged before delivery, please refuse to accept the package and return the package to the delivery person. Also, please email us at customercare@vanyya.com mentioning your Order ID. Our customer care team will contact you and resolve this issue.




Can I book an order for delivery to more than one address?


Every order is shipped only to a single address. If you wish to ship products to different addresses, you will need to place multiple orders. We would love to be able to solve that in the near future with the advancement of technology.




What happens in case my order is not delivered?


In case the ordered items do not reach the customer within 30 days from the shipping date from our warehouse, we will offer a full refund, provided any tracking information does not show that delivery was attempted at the customer doorstep. However, in the case of packages for which we do not have tracking details, we will assume in good faith that the package delivery was not attempted and we will refund the entire amount within a reasonable period from the date of raising a complaint with us.




Who are your courier partners? How do I track my order?


We have tied up with reputed courier companies such as India Post, Fedex, DTDC, Bluedart, Delhivery, etc. You will receive a mail with your tracking details once we dispatched your order. You can track your order 24 hours after your order has been shipped.




Can I purchase now but schedule my dispatch for a later date?


Yes, of course. Just enter your preferred date of shipping during checkout in the ‘Any additional information you want us to know’ box and we’ll have it shipped on your chosen date of dispatch. We ship throughout the week, except on Sundays and Public holidays. It takes 7-8 business days for delivery. Please take all of this into consideration before scheduling your date.




Can my billing address and shipping address be different?


Yes, the billing and shipping address can be different. You need to fill in the address boxes correctly during checkout.





Payment Related

What are the Modes of Payment?


Our website offers you several payment options that are absolutely safe and secure. You can choose to pay with a credit or debit card, which can be a Mastercard, Maestro, Visa, using our secure payment gateway. If you are facing any difficulty in completing your transaction, do reach out to us!




What if it shows ‘Payment Failed’ and the amount is still debited from my account?


It might happen under rare circumstances due to faulty servers or network issues. In such a case, please get in touch with us at customercare@vanyya.com.




Do you have Cash on Delivery?


We accept Online Payment or Bank Transfers only. We do NOT have a Cash on Delivery option at the moment. We are working on it. Keep posted for more!





Return Related

How to initiate return or exchange?


If unfortunately you have to return or exchange an order, please do so within 48 hours of receiving the order, by clicking here. No return or exchange request would be accepted if the request is raised after 48 hours.




I have changed my mind after initiating refund or exchange and would like to retain the product.


Please contact our customer care team in case you want to cancel the reverse pick up of your item. If the item is already picked up by the Logistics Service Provider from your doorstep, we would not be able to cancel the return. You will have to place a fresh order for the product.




Do you allow return or exchange on products that have customisations done?


No, we do not allow return or exchange of the products which has customisations done as per your requirement.




When is the refund initiated?


Refunds would be initiated once the returned product has reached our warehouse. Refunds will happen within 7-8 working days.




I would like to ship the return myself to VANYYA. How do I do that?


We have logistic partners who would pick up the product from your doorstep and return it back to us. In the extreme circumstances, you may be asked to send the products through a reliable courier if a reverse pickup facility is not available in your area. A maximum amount of Rs. 100 would be reimbursed towards the shipping cost in the form of Coupons or can be refunded to your account. If you choose to self-ship the products, kindly address the package to the below-mentioned address: Souvik Chakraborty Near 6no Rail Gate, Saptagram, Birati, Kolkata Pin - 700051, West Bengal, India




Do you have a cancellation/refund/exchange policy for International customers?


If unfortunately, you have to cancel an order, please do so within 10 hours of placing the order. If you cancel your order within 10 hours of placing the order, we will refund the entire amount. If you have received the product and you do not like it, the same can be returned within 15 days. The shipping charges for sending the product back has to be borne by the international customer. We will refund the amount for the product or give you coupons of the refunded amount which can be used later within 90 days of issuance of coupon. The amount refunded to you would be only for the products. Shipping charges are non-refundable. Once we have received the products a quality check would be done by our team. Please make sure that the original product tag is intact when you courier it back to us. If you receive any defective product, do contact us immediately by emailing us at customercare@vanyya.com with your Order ID and send us a snapshot of the defect. We will either provide you a credit note/coupon or refund the amount of that defective product, no replacement would be sent. We, unfortunately, do not have an exchange policy for international customers. If it is a special case, we would be happy to discuss it over email and find a way out to solve your problem.




Would someone come and pick the order from my place in case of return or exchange?


Yes, the product would be picked up from your door step in case of a return or exchange.





General Queries

Do you have discounts for first time buyers?


No, we do not have any discount for first time buyers. However, we do have referral discounts. Keep a look out for updates on our social media platforms. If you are making a purchase of more than INR 1200 then the shipping charges within India are free.




Can I order through Whatsapp, Instagram or Facebook?


Unfortunately we do not accept orders through them. Your order needs to be placed through the website only. You can always ask for recommendations on our social media platforms. We would be happy to help.




Do you take bulk orders?


We would love to discuss your plan. Please get in touch with us at sayhello@vanyya.com.




Can I buy fabrics from you?


Yes you can buy fabrics from us. You can send us a request on any social media platform / email or on Whatsapp and we will show you irresistible options to choose from. After your selection, we will share the link for the purchase.





GET IN TOUCH

QUICK LINKS

HELLO!

MON - FRI - 9:00 AM TO 6:00 PM (IST)

CALL / WHATSAPP

+ 91 9902105605 | + 91 9073047498

customercare@vanyya.com

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