a. PLACING AN ORDER

1. Online on www.payalwala.com

• You can place your orders online directly on www.payalwala.com. You can complete the checkout process by either of the payment gateways or cash-on-delivery.
• You can create an account on www.payalwala.com to keep a track of all your orders (recommended) or you can checkout as guest as well.

2. Ordering through helpline

• If you are facing issues placing an order online on the website, you can contact our helpline number for assistance. Team will help you place order either online or in offline model. However, orders cannot be placed in cash-on-delivery mode through helpline.

3. Availability of express shipping?

• Yes, express shipping is available for select pincodes in India and for prepaid orders only. Please contact our helpline to get more details.

4. Possibility to include a note?

• Yes, we can certainly include a handwritten note corresponding one or many products contained in an order. You can mention the text while placing the order online on www.payalwala.com against each product or send us text / whatsapp message at 9465743916

5. Assistance required for any of the products or checkout process?

• Colors – We make sure that images are as real as possible without any special effects. But colors slightly vary on various screens (mobiles / laptops / desktops). Most creations are handmade and so they might slightly differ from the image. Natural stones might have shade differences too.
• Dimensions – For most of the products, sizes will be mentioned in detail. Please refer to the size, description and material section on the product specific pages that get opened after you click on the product image. If you do not see size details or have any queries around the size, please reach out to us before confirming the order and we will help you with the exact size details at the earliest possible.
• In case of any other queries, please feel free to reach out to our helpline on +91 9465743916 during 10 am to 8 pm and we will be glad to help you.

b. SHIPPING AND DELIVERY

1. Domestic Delivery – Charges and Timing

• As of Now, Shipping is FREE in case of Standard & COD Delivery, but in case the cost of shipping increases and goes beyond our control the suitable charges will be applicable.

2. How do I track my order?

• We will provide you the AWB number to track your order. Also, you will get a notification email within 24 hours of shipping the product.
• Should you have any questions about your order dispatch, we’re just a quick email or phone call or a WhatsApp message away: Helpline: +919465743916 and www.payalwala.com All days 10 am to 8 pm.

3. Where is my order processed from?

• Orders are processed from our operational center in Panchkula, India.
• Orders will be delivered to the shipping address you submit at checkout.

4. Who will deliver my order?

• Within India, we ship through recognized courier company i.e. Delhivery. Our delivery partners will attempt to deliver the package thrice before they return it to us.
• Please provide a mobile number that you are available at, and your complete shipping address including the pin-code and a landmark nearby. This will help us ensure smooth delivery of your order. At the time of delivery, if the packaging looks damaged or tampered, please do not accept the package.

5. If I have placed two separate orders, can you combine the orders and offer me
reduced shipping?

• Unfortunately, once your orders are placed we cannot combine multiple orders due to regulatory and compliance issues. Shipping will be applicable on every new order.

6. Shipping terms and conditions

• Sundays and public holidays are not set as business days for standard deliveries.

c. PAYMENTS

1. What are the accepted payment methods for domestic transactions?

• We accept the following modes of payment for domestic transactions through Paytm& COD payment gateways:
  – Credit cards – Mastercard, Visa, American Express, Rupay
  – Net Banking – all major banks
  – Debit Cards – all major banks
  – UPI (BHIM, Google Pay, Amazon Pay, Phone Pe etc.)
  – Wallets (PayTM etc.)

2. What are the accepted payment methods for cards used outside India?

• If you are paying with a card issued outside India, please use PayPal as the payment gateway to complete your purchase.
• It does not matter whether delivery address is in India or outside India if the card is issued outside India. There could be some lag in processing the order if you order through PayPal gateway. In case of any issues, please reach out to us on our helpline +91 9465743916 (Voice / WhatsApp).

3. What if my card has been charged multiple times for the same order?

• If your card has been debited multiple times at the payment gateway(s) while making a single purchase, you may call us on our helpline number +91 9465743916 and we will help resolve the matter.
• However, please note that, typically all payment gateways run one batch a day to find out failed transactions and transactions in which amounts got deducted but orders are not placed through. Such transactions are automatically put through payment gateways’ refund methods and get credited back to customers’ original mode of payment in 5 – 7 working days. In these kind of transactions, we do not have any control to fast-track the process. Hence, we request all our patrons to have patience and support us in this regard.