CUSTOMER CARE
Returns, Refunds & Cancellations
We want orders to reach you in the condition and design you selected. Please review the product photographs, dimensions and weight before ordering.
Damaged, defective or incorrect items
If your order arrives damaged, defective or materially different from the item ordered, submit a return request from My Orders within 5 days of delivery. Describe the issue and upload a clear photo of the product plus a photo of the shipping label with its shipping number visible. Our team will review the photographs and give an approval or rejection with a note. If you need help, contact [email protected].
Other returns
For other eligible returns, submit your request from My Orders within 5 days of delivery with the same two required photographs. The product must be unused, undamaged and returned with its original packaging and decorative components. If a request is rejected, you may reupload evidence up to two times within the same five-day delivery window. After both chances are used, contact customer support with your order number. Our team can review your earlier photos and, if appropriate while the original five-day window is still open, enable one final photo upload in My Orders. We will confirm eligibility and return-shipping arrangements after review, before you send the item back.
Return pickup & exchanges
Pickup for an approved return is free for the customer. We arrange the courier collection after approval and provide any required return label for download and printing at no charge; a return label is not included in the original package. Keep the unused product, original packaging and decorative components ready for collection. If you need help with the label or pickup, contact [email protected] with your order number. Exchanges are not available; eligible approved returns are handled through refunds.
Cancellations
You may cancel an eligible order from My Orders before the courier begins pickup or collects the parcel. If a delivery booking exists, we check its status and request its cancellation with Shiprocket first. When the courier booking is confirmed cancelled, the order is cancelled and a full refund is initiated to your original payment method. If the courier status or booking cancellation cannot be confirmed, we pause dispatch and review the request before proceeding. An order already out for pickup, picked up or shipped cannot be cancelled through this process; the applicable return process may be available after delivery. You can see the cancellation and refund status in My Orders.
Refund timeline
For an eligible cancellation, we request the refund after any courier booking cancellation is confirmed. For an approved return, we initiate the refund after the delivery partner confirms collection of the item. The time taken to credit the original payment method depends on your bank or payment provider. We do not promise a fixed bank-credit deadline; track the refund status in My Orders.
Handcrafted appearance
Minor variations in colour, bead placement, embroidery or decorative details can occur in festive décor and are not necessarily defects. This does not limit support for items that are damaged, defective or materially different from the item ordered.
Product care
Handle embellished sections, hanging ornaments and tassels gently. Store the toran flat or carefully rolled in a clean, dry place when not in use.