Faqs

Frequently Asked Questions

Find answers to our most frequently asked questions about ordering, sizing, customization, delivery and after-sales support. If you need further assistance, our team will be happy to help.

Orders & Payments

How do I place an order?

Select your preferred design and available size or options, review the product description and estimated order timeline, then add the item to your cart and proceed to checkout. For designs listed as enquiry-only, please contact our team to confirm availability, pricing and ordering arrangements.

Do I need an account to place an order?

No. You can place an order as a guest without creating an account. We recommend keeping your order confirmation and order number for any future correspondence with our team.

Which payment methods do you accept?

Please use the payment methods displayed at checkout. We do not offer Cash on Delivery (COD). For orders arranged directly through our team, please verify payment instructions using our official contact channels.

Sizing & Customization

How do I choose the right size?

Please refer to our size guide and any design-specific fit information provided on the product page. As different silhouettes may fit differently, we recommend contacting our team before ordering if you are between sizes or require assistance with measurements.

Can I request custom measurements or design changes?

Custom measurements may be submitted in the notes section of your order. However, design changes are not available for website orders. If you require further clarification regarding measurements, please contact our team before placing your order.

What is included in my outfit?

Each product description specifies the components included in the outfit, such as a shirt, trousers, or dupatta. You are advised to carefully go through the add-ons on the right side of the product page to complete an outfit. Contact us before ordering if you require clarification about any component.

Will the color and handwork look exactly as shown in the photographs?

We make every effort to represent our designs as accurately as possible. However, colors may appear slightly different depending on screen settings and lighting, while handcrafted details may exhibit minor variations. These natural variations do not excuse a material discrepancy from the product description or a defect. If a particular color or detail is important to you, please contact us before placing your order.

Delivery & Shipping

How long will my order take?

Estimated preparation and dispatch timelines are provided on the relevant product page, where applicable. Please note that preparation or dispatch time is separate from courier transit time. If a timeline is not specified, please contact our team before placing your order.

Do you offer international shipping?

Yes, international shipping is available to selected destinations. Available shipping destinations and options are displayed at checkout. If your destination is not listed, please contact our team for assistance. International deliveries may be subject to additional delays due to customs clearance.

Are delivery charges and customs duties included in the price?

Applicable delivery charges and any taxes or duties collected by us will be displayed at checkout. Unless expressly included in the price or collected at checkout, import duties, taxes and customs-clearance fees imposed by the destination country are payable by the recipient.

How can I track my order?

Where tracking is available, we will share the relevant tracking details after dispatching. For updates regarding production, dispatch, or delivery, contact our team with your relevant order number that starts with “B2C”.

Order Changes, Cancellations & Exchanges

Can I change or cancel my order?

Cancellation eligibility depends on the type and status of your order. For eligible orders, cancellation may be requested before the order has been accepted by The PinkTree Company Pvt. Ltd. Ready-to-ship orders and sale items are not eligible for cancellation. Customized orders may be cancelled within 48 hours of order placement and payment of the advance, in accordance with our policy.

Please contact our team as soon as possible if you wish to request a cancellation or discuss an order-related concern. All requests are subject to the applicable Order Cancellation Policy.

Can I exchange a ready-to-ship outfit?

No. Exchanges are not permitted for ready-to-ship outfits or sale items purchased through our website. Please refer to our Exchange Policy for the conditions applicable to other website orders.

Can I return or exchange a made-to-order or customized outfit?

Change-of-mind returns and exchanges are not permitted under our standard policy. For customized orders, an exchange or refund may be considered if the item received does not match the agreed order specifications, subject to management review and approval.

This policy does not exclude any rights that may apply under mandatory consumer protection laws.

What if my order arrives damaged or incorrect?

Please contact our team promptly with your order number, a description of the issue, and supporting photographs, where available. We encourage customers to report any concerns within two days of receipt so that we can investigate efficiently. This suggested reporting period does not automatically remove any rights you may have under applicable law.

Each case will be reviewed, and an appropriate resolution will be determined in accordance with our policies and applicable legal requirements.

Do you offer refunds?

Refunds are considered only where an item is received damaged and are subject to management review and approval. Sale items are not eligible for refunds under our standard policy. For customized orders, a refund may be considered if the item does not match the agreed order specifications, subject to management discretion.

Please contact our team with your order details and supporting information so that your request can be reviewed.

Garment Care

How should I care for my outfit?

Please follow the care instructions provided for your specific piece. Delicate fabrics, embellishments and intricate handwork may require specialist cleaning and careful storage. If care instructions are missing or unclear, please contact our team before cleaning the garment.