Frequently Asked Questions

Shipping, Order Tracking & Delivery

What is Nalli's Shipping Policy?

Please find our shipping policy here

What does different order status mean?

Pending / Pending Payment - Payment was unsuccessful

Processing - Payment Successful, yet to be shipped

Shipment on Transit - Order has been shipped from our warehouse

Cancelled - Order has been cancelled due to non payment

Closed - Successful order cancelled based on customer request and refund has been initiated

How do I check the status of my order?

We will keep updating you regarding your Order status through email from eshop@nalli.com, wherein you will receive email notifications for

a) Successful placement of order.

b) Tracking details once the order is dispatched.

c)Order Canceled.

In case of any queries relating to the order, our customer care service is available on all the weekdays between 9.30am to 6.30 pm IST. Or you can email your query to eshop@nalli.com

Where do we ship?

We offer worldwide shipping for our customers.

Who will pay for shipping and delivery charges?

The shipping and delivery charges are borne by the customer. Total order amount will include the shipping and packing charges. Please note that for international customers, the VAT/ Import Duties/ Local Taxes are borne directly by the customer, to be paid at the time of delivery to our courier partner. These taxes will be chargeable over and above the product/order price you pay. These charges are ungovernable as they differ from country to country according to local rules and regulations.

How is shipping amount decided?

Shipping charges on our products shall be mentioned at the time of checkout. These shipping charges are based on the weight of the product, volume after packing, and the destination of delivery.

How is custom duty decided?

Custom/Import duty is levied by the Govt of the destination country. These charges are ungovernable as they differ from country to country according to local rules and regulations. Nalli does not have any control on custom duty.

Who are the courier partner?

We use FedEx, Blue Dart for our domestic order shipments. If both the couriers do not serve the shipping address, we use Speed Post for our domestic order shipments. We use FedEx for our international shipments.

Do the prices on website include taxes?

Yes. All prices are inclusive of taxes. For international customers, the VAT/ Import Duties/ Local Taxes are borne directly by the customer, to be paid at the time of delivery to our courier partner. These taxes will be chargeable over and above the product/order price you pay.

What is the estimated delivery time?

The estimated time of delivery is within 2-4 business days for domestic orders and 5-7 working days for international orders. All orders get shipped within 1-2 business days from our warehouse.

Who will be responsible for paying local taxes outside India?

For international customers, the VAT/ Import Duties/ Local Taxes are borne directly by the customer, to be paid at the time of delivery to our courier partner.

Payment

How can I pay for my order at Nalli?

We accept credit/debit cards, net banking, UPI transaction to make payment online.

What should I do if my payment fails?

Please try again in case of payment failure. This can happen for several reasons. You can also contact your bank and inquire regarding the same because sometimes bank might stop transactions for security reasons.

What should I do when I have made order and amount also got deducted but order got cancelled?

Please write an email to us at eshop@nalli.com with details regarding the transaction and snapshot of the reference number. We will check the issue and will update you on the order status.

Cancellations and Modifications

What is Nalli's Cancellation Policy?

We accept cancel requests only in case the order is not processed. We will have the order canceled and process refund. We will not be able to cancel orders, if they are already processed.

How do I cancel the order, I have placed?

You can drop an email at eshop @nalli.com requesting for the same and stating the reason for cancellation. If the order is not processed yet, we will cancel it for you.

Can I modify the shipping address of my order after it has been placed?

Only for Domestic orders – if you want to change/modify the shipping address (from one address to another address in India only), you can drop an email at eshop@nalli.com requesting to change/modify the shipping address and we can change it, provided the order is not in transit. For international orders, we will not be able to change the shipping address.

Can I cancel an item/(s) from the bulk order placed?

If the order is not processed, we can cancel an item/(s) from a bulk order. You can drop an email at eshop@nalli.com requesting for the same.

I just cancelled my order. When will I receive my refund?

Once an order is canceled, the refund will be initiated and processed within 7-10 working days.

If I cancel the purchased product will the tax amount charged be refunded?

Yes, total order amount will be refunded as prices are inclusive of it. However we will be deducting the transaction fee charged by the bank.

Returns and Exchange

What is Nalli's Return and Exchange Policy?

Please find our Return and Exchange Policy here

Where can we return or exchange the order?

In case of online purchases, all the returns should be sent to Nalli Corporate Office, Bangalore, India. However, exchange of product can be done only at our stores in India.

What items are not –returnable?

We allow return only in case of defective/damaged product. We do not commit any return/ refund/ exchange in cases of weaving artifacts such as weft direction faults, loose weft, warp streaks, tight or slack pick, tails out, etc. Also, please note that no returns shall be allowed if the customer is dissatisfied with the color, size, shape, quality of the product, only exchange is allowed in such cases. Make sure that the products returned should be in original condition, unwashed, unused, should have original tags/labels in place and folds intact and returned along with the box in which the product was delivered and return product should be packed properly to avoid further damage. In case items do not have proper folding, tags are damaged or missing or item is damaged, return and exchange policy will not be applicable for the same and no refund will be initiated in such cases. In the event of false, frivolous or baseless complaints regarding the delivery or quality of the Products, the customer will not be eligible for refund or replacement.

What items are exchangeable?

Exchange is allowed only in cases where customer is dissatisfied with the color, size, shape, quality of the product and exchange is done within 7 days from receipt of product for another product of similar or higher value. Kindly ensure that the product returned should be in original condition, unwashed, unused, should have original tags/labels in place and folds intact and returned along with the box in which the product was delivered along with the invoice. No exchange is allowed for items which,when we receive, do not have proper folding, missing tags and damaged or not in saleable condition.

How do I place return request on Nalli?

We accept returns only in case of any damage/defects in the saree. Hence sarees without any defect or damage cannot be accepted. Customer can visit a nearest Nalli Store in order to exchange the sarees. If in case the saree has a defect, an intimation of the same must be made via email at eshop@nalli.com or by call to +91 72591 66916 within 3 days from receipt of the product. Such email, should contain comprehensive details of the defects/complaints of the order/package delivered to you along with the photographs showing defect.Please do not send back any item without consulting with us. The product must be returned to us within 7 days from the product receipt date although the product might reach us anytime.

Why has my return/refund been put on hold?

Nalli shall examine the returned products for all such defects/variations, on the basis of the customers' e-mails and whether the same was shipped within 7 days from date of delivery. Once satisfied, we will initiate the refund.

How long would it take me to receive the refund of the returned product?

Once the refund is initiated, it will take 7-10 working days for the refund to be processed. Refund, if any, shall be made at the same issuing bank through which the Product was purchased, using the same payment mode.

Does Nalli pick up the product I want to return from my location?

We will arrange for returns if in case the delivered item has a damage or defect. Please note that product should be return through our courier partner FedEx Corporation only. If customer is using any other service provider, they are not entitled to any refund.

Why has my return request been declined?

Nalli shall examine the complaint raised regarding the return request with concerned department. In the event of false, frivolous or baseless complaints regarding the delivery or quality of the Products, the customer will not be eligible for refund or replacement.

Why my return product is reshipped?

Nalli shall examine the returned products for all such defects/variations, on the basis of the customers' e-mails. If not satisfied with the return request raised, the request will be declined. Also, in case items do not have proper folding, tags are damaged or missing or item is damaged, return and exchange policy will not be applicable for the same and no refund will be initiated in such cases and product will be reshipped.

Who will pay for delivery and shipping charges for returns?

For all cases of returns the customer will bear the shipping charges along with custom duties while returning the product and the same will be deducted from refund amount.

General

Are there physical stores for Nalli, if yes where are they located?

You can search for our stores here

How do I reach the customer care?

You can either write to us at eshop@nalli.com or you can text us in Whatsapp at +91 76193 57003. You can also reach us by calling at +91 72591 66916 on Mon - Fri between 9:30 am to 6:30 pm IST. We will try to assist you in every way possible.

What is the process once I have selected the products that I wish to buy?

Please add the products to your shopping cart and proceed to checkout. Update the billing and shipping charges and proceed further to make the payment.

I would like some assistance in choosing my products. What are my options?

You can text us in Whatsapp at +91 80 4612 6201 or you can also reach to us by calling at +91 72591 66916 on Mon - Fri between 9:30 am to 6:30 pm IST. We will try to assist you in every way possibleto help you choosing your products.

Can I order a product if that is marked sold out?

At Nalli, the online collections are exclusive designs and we have only one quantity of each. Once a product is sold out. We will not be able to get the same saree back in stock.

How can I order your catalog collections saree online?

The catalog collections are available in the Nalli Store in Chennai. Please write to us at eshop@nalli.com so that we will inquire with the Nalli Store and make arrangements for the saree to be purchased online.

I want to purchase multiple pieces of same saree. How can I do it?

At Nalli, the online collections are exclusive designs and we have only one quantity of each. We do not have multiple pieces of same designed saree.