Frequently Asked Questions

Shipping, Order Tracking & Delivery

We strive to deliver products purchased from Shopephone in excellent condition and in the fastest time possible. If this is your first order with Shopephone, shipping will be completely FREE. Also, for all the subsequent purchases of Rs. 1199* or more, we will deliver the order to your doorstep free of cost. A shipping charge of Rs. 149 will be applicable to all orders under Rs. 1199.

1. If the order is cancelled, lost or un-delivered to your preferred location, we will refund the complete order amount including any shipping charges, if paid online.

2. If you return an order delivered to you, order shipping charges will not be refunded. However if you self-ship your returns, we will reimburse self-shipment charges based on Shopephone's Returns Policy. For accounts whose return behavior violate our fair usage policy, a delivery charge of Rs. 149 will be levied on all orders, irrespective of order value.

We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal returns policy. These accounts typically return most of the items bought or choose to not accept our shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect shipping charge of Rs. 149 for all orders and disable cash on delivery option for accounts which have high percentage of returns and shipments not accepted by value of orders placed.

Please tap on “My Orders” section under main menu of App/Website/M-site to check your order status.

You can find out if Shopephone delivers to your PIN Code using the courier serviceability tool available on the product page. Please tap on “Check Delivery options” and enter your area PIN code in the respective field to get the required information about standard order delivery time and availability of Cash on Delivery for the Product selected. The PIN codes serviced by us are frequently updated, so if we do not deliver to your PIN code today, please come back and check to see if this has changed.

All orders placed on Shopephone are dispatched through our own courier service - Shopephone Logistics or through other courier partners such as Blue Dart, Delhivery Etc.

No. At this point, Shopephone delivers products only within India.

Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service and your area pincode is serviceable, you will receive a communication from our end.

Cancellations and Modifications

You can cancel an order until it has not been packed in our Warehouse on App/Website/M-site. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made.

Yes, You can modify the shipping address of your order before we have processed (packed) it, by updating it under 'change address' option which is available under ‘My order’ section of App/Website/M-site.

Tap on “My Orders” section under the main menu of your App/Website/M-site and then select the item or order you want to cancel.

If you had selected Cash on Delivery, there is no amount to be refunded because you haven't paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation.If payment was made by redeeming PhonePe wallet balance then, refund will be initiated into Phonepe wallet within a day of your order cancellation, which can be later transferred into your bank account, by contacting PhonePe customer support team..

Returns and Exchange

Shopephone's 30 day returns and exchange policy gives you an option to return or exchange items purchased on Shopephone for any reason within 30 days of receipt of the item. We only ask that you don't use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. There are two ways to return the product to us:

1. Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.

2. Self-Ship: If we don't offer a pick up at your location. In such cases, we will credit the shipping costs into your PhonePe wallet provided the product meets the return policy and you have shared scan copy of the courier receipt with us.

Self-Ship: If we don't offer a pick up at your location. In such cases, we will credit the shipping costs into your PhonePe wallet provided the product meets the return policy and you have shared scan copy of the courier receipt with us.

The following EXCEPTIONS and RULES apply to this Policy:

1. Swarovski, Precious Jewelry, Cosmetics, Rayban Sunglasses, Socks, Deodorants, Perfumes, Briefs, Shapewear Bottoms, any Lingerie Set that includes a Brief, Swimwear, Mittens, Wrist-Bands cannot be exchanged or returned.

2. Some products like fine jewellery and watches which are susceptible to damage can only be returned for a limited number of days. Please read the Product Detail Page to see the number of days upto which a product can be returned, post-delivery. These products can however be exchanged for upto 30 days post-delivery.

3. Due to the intimate nature, we handle returns for certain Innerwear, Sleepwear and Lingerie items differently. Only self-ship return is allowed for such items, hence pickup facility will not be available.Also, these items cannot be exchanged.

4. All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box).

5. Under Exchange Policy, only size exchanges are allowed. Items can be exchanged for a similar size or a different size. Exchanges are allowed only if your address is serviceable for an exchange by our Logistics team.

6. In case you have purchased an item which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well.

7. If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.

8. If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us.

NOTE: NO PRODUCTS SHALL BE ACCEPTED IF THE WARRANTY CARD OR TAG IS MISSING WHILE RETURN OR EXCHANGE OF THE PRODUCTS.

If you would like to exchange products purchased from Shopephone, please follow below mentioned steps:

1.You can create exchange for products purchased from Shopephone within 30 days of its delivery under “My Orders” section of App/Website/M-site. If your address is serviceable for exchange you will be able to proceed and generate an exchange id. Please note down your exchange id for future reference.

2.Place the product in a packet but do not seal it. Please ensure product is unused, unwashed with all the tags intact.

3.Hand over the original product to our delivery staff and receive the exchange item from him. Please ensure that you have the original item available with you at the same address which has been selected for delivery of the exchange item.

4.At any time, you can track the status of your exchange requests under “My Orders” of App/Website/M-site.

We take 1 to 3 days from the date of receipt of the goods at Shopephone to initiate NEFT transfer and 7 to 10 days for refund into your Credit/Debit/Netbanking account, after the returned item has reached us and quality check is successful. Therefore, the refund time really depends on the time it takes the courier company to deliver the packet to the returns processing facility. In case of any refund discrepancies, Shopephone may at its sole discretion, request you to share with us a screenshot of your bank statement.

If you are returning multiple products from a single order then, you will receive a separate Return ID via e-mail for each item. If you are self-shipping the products, you can ship all the products in a single shipment. Please mention the Return IDs for all the products on a single sheet of paper and place it inside the packet.If mode of return is Pickup, our courier person will pickup the products from the pickup address.

Currently, we pick up products only from selected PIN Codes. If your area pincode is serviceable, you will be able to select the pickup option when you create a Return Request on App/Website/M-site.

1. We will pick up the return within 4 - 7 days from the request placement date.
2. Please keep the return shipment ready.

If your area pin code is not serviceable for pickup, you will need to self-ship the return item via any reliable courier partner. Please ensure to place a sheet of paper with the details of Order ID and Return ID for each item included in the package. For all self-shipped returns, you will be duly reimbursed the shipping costs. Therefore, please ensure that scan copy of courier bill/receipt is shared via Contact us option available on App/Website/M-site. The courier bill/receipt should satisfy the following conditions for successful processing:

1.It should capture the weight of the return package.

2.Residential/office address, destination address, shipment date, amount and other details should be mentioned.

3.The information on the receipt should NOT be edited/over-written.

4.The information on the receipt should NOT be edited/over-written.

This may have happened, if the item you returned is used, damaged or original tags are missing. For more details, please call our customer care.

We make three attempts to pick up the item, if the item is not picked up in the third attempt, Pickup request will be marked as failed. You can initiate a new return request, if item meets the return criteria and is within 30 days from the date of delivery.For more details, please call our customer care.

This may have happened, if the item you have returned is used, damaged or original tags or MRP tags are missing. For more details, please call our customer care.

E-mail verification policy

We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal policies. Therefore, please ensure that the details you provide us are correct and complete and inform us immediately of any changes to the information that you provided while registering. Shopephone verifies the email addresses to ensure important communication about orders and shipments are reaching our customers. Email addresses that have an invalid domain, no mail server, or no mail box, fail the verification processes set by Shopephone and Shopephone reserves the right to disable any cash on delivery option for orders placed from such accounts that fail the email verification process.

Coupons

You can apply a coupon on cart page before order placement. The complete list of your unused and valid coupons will be available under “My Coupons” tab of App/Website/M-site.

When a seller initiates a cancellation, customer is provided goodwill coupon as a token of apology. To use your coupon, you will have to continue shopping with us on App/Website/M-site. In case, you don’t have access to the App/Website/M-site currently, don’t worry, your coupons are safe with us. Whenever you have the access in future, you will be able to use the coupon (unless it has not expired).

For certain products there may be policies restricting maximum discount (including product discount and coupon discount) to a fixed percentage of product MRP. In such cases, the discount on certain coupons might get capped. Please check Cart for final coupon discount value applied.

To redeem Shopephone Points, you will have to continue shopping with us on App/Website/M-site. In case, you don’t have access to these Platforms, don’t worry, your Shopephone Points are safe with us.Whenever you get access in future, you can redeem the points (unless points have not expired).