FAQ

ORDER RELATED

1.       How do I place an order on ShopLibas?

Placing an order on ShopLibas is a simple process. Follow the easy steps listed below:

  1. Browse and select the products you wish to purchase.
  2. Choose your size and click on ‘Add to Cart.’
  3. Once you’re ready, review your order and Proceed to Checkout.
  4. Enter your shipping details and choose your preferred payment mode.
  5. Apply coupons (if any) and complete your payment and your order is placed!

On successful order placement, a confirmation mail with the Order ID will be emailed to you.

2.       Can I cancel after 24 hours of placing an order?

Orders cancelled after 24 hours of confirmation are evaluated by our Customer Care team on a case-by-case basis, depending on the status of the order processing. However, cancellations can only be processed within 24 hours of placing the order or till the time tracking ID has not been generated. Once shipping is processed, order cancellation is difficult.

If you wish to cancel your order, please contact our customer service team as soon as possible, and we will assist you with the cancellation process if it is within the 24-hour window.

3.How do I apply a promo code? What if I forget to apply the same? Will I get a refund for the same?

All coupon codes can be applied at the checkout page and the discount will be reflected in the total order value. If you forget to apply the promo code during the checkout process, we are unable to apply the discount on your behalf and refund won’t be possible as well.

RETURN AND EXCHANGE RELATED

Do you offer exchanges?

Currently, we do not have any provision for exchange.

 

Do you accept returns if I do not like the product?

ShopLibas aims at providing the best products after two-stages of quality check.  However, there might be instances where you may not like the product then please reach out to our Customer Care team and share your feedback with us. Currently, we do not have a return policy, but we are here to listen and address any concerns you may have.

Can I return the product when I visit India?

Currently, we do not have a return policy; however, if you encounter any issues, please reach out to our Customer Care team. We do consider exceptions, provided the order delivery date is within 30 days.

PAYMENT RELATED

Query 1. What is an authorisation code? How do I get the Authorization Code?

An authorization code is an alphanumeric six-digit code which is generated after a transaction is made.
You need to contact your Bank/Card provider for helping you with the Authorization Code specific to the transaction date and amount.

Query 2. I am not able to use my credit/debit card to make the purchase. Why?

This may happen due to multiple reasons.

Incorrect Credit Card Details

  • Double-check the card details - card number, expiration date, CVV code, and billing address correctly.

Card Declined from Credit Card Company/Bank

  • Contact your bank or card issuer to check if there’s an issue with your account or if they’ve blocked the transaction for any reason.

Exceeded Credit Limit

·       Make sure you haven't exceeded your card's credit limit. If you have, you may need to make a payment or request a credit limit increase.

Restrictions on Overseas Transactions

·       Certain credit cards may have limitations on international transactions. Verify with your bank if overseas purchases are permitted and if your card is activated for such transactions.

Mismatched Shipping and Billing Address

·       Make sure the billing address you enter matches the one on record with your credit card issuer.

Please contact our Customer Care team, in case the problem persists. We shall be more than happy to assist you in the best possible manner.

 

CUSTOM DUTY CHARGES RELATED

Query 1. What are custom duty charges and why do we have to pay these charges?

Custom duty is a tax that is charged on items brought into a country from abroad. It is assessed based on the value, type, and quantity of the goods being imported.

It typically applies to both personal and commercial shipments and is collected directly by the Govt bodies of your country.

The Breakup of these charges include:

·       Custom duty

·       Tax + additional sales tax

·       Custom duty collection fee charged by the logistics company

Query 2. I’ve got free shipping; why am I being asked to pay additional charges to receive my parcel?

Shipping costs cover the expense of transporting an item from its origin to your destination country, and this amount is paid to the courier partners. Custom duty is an additional fee that is charged separately from the shipping cost.

This duty is determined based on various factors, including the item’s value, type, quantity, use, and can vary depending on the rules and regulations of the importing country. The specific amount is set by the customs officials and is not included in the initial shipping cost and is beyond the seller’s control.

Query 3. Can you send the item with a lower invoice or declare it as a Gift?

Custom duty charges are product value specific and are charged based on the value of the goods purchased.

We apologize, but as we adhere strictly to the government regulations, and therefore we are unable to reduce the invoice amount or classify the parcel as a gift. Thank you for your understanding.

Query 4. Is there anything that you can do to reduce the custom charges or refund me for the charges paid.

Custom charges are entirely based on the laws of your country and is collected directly by the Government bodies. As we have no control in this and we only get your order value, we are unable to refund you this amount or provide additional credit to set off these charges.

There is no combined shipping available for now to reduce these charges.

DELIVERY AND SHIPPING RELATED

When can I expect an item to get delivered?

We usually ship within 24 hours and it gets delivered in 4-10 business days across all the locations, depending on factors such as weather, customs clearance, address issues, and other exceptions.

Which countries do you currently ship to?

We ship worldwide to locations including the USA, Australia, Canada, the UK, UAE, and Southeast Asia, with the exception of certain non-serviceable zones. If your address is not serviceable, we will notify you via email or phone and request an alternate address. If no response is received or the address remains unavailable, we will proceed with cancelling your order.

People located at Russia, Bangladesh, Ghana, Pakistan, Iran, Cuba, Sudan, North Korea, Syria, Myanmar and Ukraine need to check with us for delivery options before placing an order.

Tracking is updated for my shipment but why can’t I track over courier’s website?

Tracking is updated within 24 hours of placing your order in most of the orders however courier might take additional hours to update status on their website.

Is it possible to change the Shipping Address Pre/Post shipment?

If your order has not been shipped, you can mark us an email and we will try our best to modify your order details however if the order has already been shipped from our warehouse, it will not be possible to change any address.

Will I get a call before delivery is attempted?

When you enable doorstep delivery with signature, courier will attempt to call and deliver your order when you're available to collect the parcel. However, if you choose the option to disable signature, our logistics partner will leave the parcel at your doorstep for you to collect at your convenience.

PRODUCT RELATED

Size chart

I am from the USA, and I am not aware of my size what should I do?

We want to inform you there are two size guides that you can check and follow from our size chart. One is for NRI which might be same as per Indian size chart and the other one is as per US /UK standard size. You can see that against each product and measure your size.

In case you are unsure of your size you may also refer to our size guide video. This helps you in measuring your correct size and providing us the accurate details so we can recommend you which size you should buy.

What all sizes are available with you?

We ship styles ranging from XS TO XXL and also offer plus size clothing from 3XL TO 6 XL

Do you provide customisation?

No, we do not provide any customisation. You have to do this at your end with the help of your local tailor.

How would I know which size will fit me and how to measure it?

You can refer to our Size Chart respective to all the sizes and categories mentioned on the website.

Item Category

Ready to wear**

 Saree Blouse

Around Bust

Around Waist

 

Salwar Suit/Kurta Sets

Kameez (Top)

 

Around Bust

Around Waist

Around hip

 

Salwar (Bottom wear)

Fit to Waist

Fit to Hips

Salwar/Palazzo Length

Lehenga

Choli/Blouse (Top)

 

Around Bust

Around Waist

 

Lehenga (Skirt)

Fit to Waist

Fit to Hips

Lehenga length

Indo western

Around Bust

Kurta/Top Length

Kidswear

Age

 

Kurta/Blouse (Top)

Fit to Chest

Across Shoulder

Kurta/Blouse Length

 

Salwar/Lehenga (Bottom wear)

Fit to Waist

Fit to Hips

Salwar/Lehenga Length

 

What are the Fabric Care instructions for longer life of fabrics?

We recommend all merchandise bought from us should be dry cleaned for first time. To ensure the longevity of the fabrics of the products, follow the care instructions listed below:

  • Georgette & Silk: Dry clean or hand wash with mild detergent. Avoid wringing.
  • Cotton: Machine wash in cold water, gentle cycle. Iron on medium heat.
  • Velvet: Dry clean only. Avoid direct sunlight to maintain color.

Store your clothes in a cool, dry place away from direct sunlight to prevent fabric damage.