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Frequently Asked Questions

Once your payment has been successfully made, we urge the seller to process your order immediately. We will send a confirmation e-mail/sms for your order on your registered email ID/mobile number. A unique Order number will also be mentioned in the communication for future reference. This order number is to be used for all correspondence about the order.

You will be notified at every stage of order processing and fulfilment through emails and SMS. In case of any issue, you're requested to call our support number, chat with us or email us. We will try and resolve your query as quickly as possible.

You will receive a confirmation e-mail from Kraftly within two minutes of every sale or purchase. If you are not receiving these e-mails, please check:

1: Whether you have entered your e-mail address correctly in your profile, and if this email address is still valid. If not, you can notify us by e-mailing us at support@kraftly.com, and we'll correct your address for you.

2: If you're not receiving e-mails even though your e-mail is correct, then they could be going into your Spam or Trash folders. If you still can't find our notifications in Spam, please get in touch with us at support@kraftly.com

The courier service delivering your order usually tries to deliver your order on the next business day in case you miss a delivery. You can check your SMS for more details on when the courier service will try to deliver again. However, if you find any remarks by courier company that seem incorrect, please contact Kraflty support either through call, chat or email.

We offer different payment options to make shopping easy and fun for you.

You can make payments in the following ways:

1: Through App: Make the payment using Credit Card, Debit Card or Net Banking, Wallets or Cash on Delivery option.

2: Through Website: Make the payment using Credit Card, Debit Card, wallets or Net Banking. You can also opt for Cash on Delivery option

COD fee is cash handling charges taken by courier company in case of cash on delivery orders. Whereas shipping fee is transportation charges which are charged in both COD as well as Prepaid order.

It is possible that your tracking information is not updating because your item missed a tracking scan. In most cases, your item is still in transit towards the destination and final delivery is unaffected. In case you feel that the product is lost, please write an email at support@kraftly.com with your Order number and we will help you track the same.

We keep you - our buyers, updated regarding the progess of the order at every stage in the following ways:

1: Once your parcel has been dispatched by the seller, an email with your parcel information is sent to you immediately.

2: You can track your order using a unique Order number and Air Waybill (AWB) number, which is the unique code of your shipment at the courier company's end. Once the order is shipped, it can be tracked using either the order number or the AWB number.

If you are still unable to track your order, please chat with us through mobile app or website and we will help you with the same.

You can track your order on Kraftly by clicking on My Profile> My purchases > Track. In case of any confusion, you can contact us at support@kraftly.com and we will fix your problem as soon as possible. Please feel free to reach out to us anytime between 10 AM - 7 PM on 9266623005 ( Mondays to Saturdays).

Once your order is dispatched, you get an email as well as an SMS notification from Kraftly with the tracking details of your order.

We are really sorry to inform you that as of now we do not ship products outside India.

We aim to deliver Kraftly products in the fastest time possible. Sellers may pay the shipping fee themselves, in which case you will enjoy free shipping. However, some sellers may also opt for buyers to pay the fee, in which case shipping charges will apply as per the weight of the package.

Please Note: In case your order is canceled or returned, the entire amount (inclusive of shipping + taxes) will be refunded to you.

On each product’s page, you can enter your area pin code to check the estimated delivery date of your order. However, the estimated delivery date is subject to the following factors;

a) Buyer’s area pin code

b) Seller’s handling time

c) Order dispatched date

Please note: Your order will get auto-canceled if the shipment takes more than the dispatch time mentioned by the seller. In this case, the entire amount (inclusive of shipping + taxes) will be refunded to you.

Dispatch days refers to the time a seller takes for the packaging and shipping of your order. It means that the order is on its way to your delivery address.

An estimated delivery date is the date by which your order should be delivered to you.

At times, delivery time is subject to factors outside our ability to control. Here are some reasons your order might be late:

- Sudden travel delays from our courier partners because of climate conditions

- Any political/religious disturbances or strikes

- There were unpredictable circumstances beyond our control.

We guarantee to keep you updated on every step.

If you are unhappy with the product you have received due to any reason, you can raise a concern to us within 5 working days after receiving delivery of the product either through call, chat or email. For further details, please refer to: http://terms.kraftly.com/buyer-protection.html

There are certain scenarios where it is difficult for us to honour a return request:

• Return request is made outside the specified time frame i.e. after 5 days of receiving the order

• Product is damaged because of having been used or the product is not in the same condition as you received it

• Specific categories like innerwear, lingerie, socks and clothing freebies, which are non-returnable due to hygiene or other issues.

• Any consumable item which has been used or installed

• Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories

• Made-to-order / Personalized products / custom jewelry

• Fragile items, hygiene-related items

As of now, we don’t have any exchange policy for products. In case you don't like the product that was delivered, we have a return policy that allows you to return a product 5 days after the date of delivery.

To return an order through Kraftly mobile application, go to

1: Your Kraftly Mobile App from your smartphone.

2: Click on 'My Orders' tab from your left-side menu.

3: Under your purchases, you will see the order & the option to return the order.

4: Select the reason for return and click on 'Next' tab.

5: Confirm the address for reverse pickup.

6: Add your bank details for refund and 'submit'.

7: You will receive a confirmation email/sms that your return request has been successfully placed.

To return an order through website please visit our website- kraftly.com via a desktop or laptop.

1: Log in to your Kraftly account.

2: Under your purchases, you will see the order & the option to return the order.

3: You will be sent an OTP to your registered mobile number for verification.

4: Please enter OTP & proceed.

5: Select the reason for return.

6: Confirm the address for reverse pickup.

7: Add your bank details for refund and submit.

8: You will receive a confirmation email/sms that your return request has been successfully placed.

To set up a return request, please visit our website https://kraftly.com/purchase/guestreturn on Kraftly.com.

At the bottom of the page, in the menu section under for buyers, you will find the option for returns.

1: Once you click on returns, a page will pop-up.

2: Please enter the order number & email ID linked to the order.

3: You will be sent an OTP to your registered mobile number for verification.

4: Please enter the OTP & proceed

5: Select the reason for return.

6: Confirm the address for reverse pickup.

7: Add your bank details for refund and submit.

8: You will receive a confirmation email/sms that your return request has been successfully placed.

9: Reverse Pickup of Return or Self Shipment of Return is updated at last stage once you confirm return of your order.

Watch this video to know more:

You as buyers don't have to bear any return cost. In the case where you have had to self-ship your return, the shipping amount till a maximum of Rs. 100 will be refunded to your bank account.

We are really sorry but return request has to be raised within the return policy which is 5 days after delivery of the order.

You can cancel your order until it has not been shipped. Please follow the steps below to cancel your order:

Step 1. Log in to your Kraftly account
Step 2. Go to 'My Orders'
Step 3. On the next page, you can see details of all your orders
Step 4. Click on the 'cancel' button to cancel your order

That's it! The order has been canceled

We will credit your amount into the same payment mode through which you made the payment. In case the seller has shipped your order, you can still cancel it by raising a request to our support team.

In case a prepaid order is cancelled, the refund will be transferred to the original mode of payment. It may take up to 7-10 business days for the refund to reflect in your account.

We apologize for the inconvenience caused to you. If you have received a defective item or an item you did not order, please contact customer support at support@kraftly.com with the order number and few pictures of packaging and product received.

Unfortunately, due to courier partner limitations, we are unable to arrange reverse pickup at your location. Hence, we request you to ship the product directly at the seller's address, which is mentioned on your shipping label. Once you've shipped the product back, share the courier slip with us at support@kraftly.com. We will reimburse the courier cost (maximum rupees 100), in addition to the refund that is due for the product returned.

Buyers are not charged anything for returns on Kraftly. You will get a complete refund once the product returned is delivered to the seller.

Yes, your money is 100% secured with Kraftly. No Credit/Debit/Net Banking/Wallet information is ever stored on our servers.

We want our buyers to shop with confidence. That’s why, we provide guarantees that ensure you will receive your item on time and as described.

For all Kraftly fulfilled orders, our customers would receive the following guarantees:

1. Full refund if you don’t receive your order within the delivery time promised by the seller. Kraftly gives utmost importance to on-time delivery and unless the buyer verifies delivery of the product, your money is not remitted to the seller.

2. Complete refund, if the item shipped to you doesn’t match the product description on Kraftly.

3. All products can be returned to the seller as long as they are unused and in perfect condition. No questions asked! You can place a return request within 5 days of receiving delivery of your order, in case you are dissatisfied with the product you received.

If you have made a payment for your order succesfully, but order is not placed or you have not received any order confirmation communication, please contact our Customer Support. You can chat with us from the chat bubble on the bottom right corner of this page. We will do our best to help you!

While placing return request from Kraftly.com, you need to select the mode of refund as "Bank Account" and then enter your bank details. Once the returned product is delivered to the seller, your refund gets credited to your bank account in 7-16 working days.

Yes, you will get reimbursement of shipping charges upto Rs. 100 in case you ship the return yourself to the seller.

In case you return a product, you can either opt to get a refund in your bank account, or you can opt to get Kraftly store credits to the extent of the order value placed by you. If you choose to get Store Credits, the same will be credited to your Kraftly account. Store Credits are valued as: 1 Store Credit = Re. 1. You can reuse your credits to make another purchase at Kraftly.com.

If you have store credits in your Kraftly account, they gets automatically applied when you make a purchase on Kraftly.

You are eligible to use a maximum of Rs.100 of your total reward points for each order purchased (min. order value of Rs.1000) on Kraftly. We automatically apply this amount when you place an order.

You may earn Reward Points by participating in various campaigns offered by Kraftly. The value of Reward Points that may be earned and other terms and conditions for earning Reward Points shall be subject to the specific and applicable campaign rules provided by Kraftly.

A user would get the following reward points upon performing certain actions. These being:

• 500 reward points are rewarded upon "Sign Up” on the Kraftly app

• 100 reward points are rewarded upon sharing the mobile contacts

• 100 reward points are rewarded upon sharing the Gmail contacts

A user will not be able to exchange Reward Points for cash, property, or any other economic benefits other than the purchase of eligible products through the Service that are specified by Kraftly. A user will not be able to transfer Reward Points to any other user or person.

To the extent permitted by law, Kraftly may change the rules at any time, and may terminate the entire Reward Points system without any refund or other compensation for existing Reward Points. "Reward Points" means credits that can be used solely to purchase eligible products on Kraftly in accordance with these terms.

Reward points are valid for 3 months from the day it was credited to your account. You should redeem your reward points before they expire. You will be sent a notification before the points get expired.

When you place a prepaid order, you become eligible to get 10% cashback (Maximum limit of Rs. 50) in form of a store credit in your kraftly account. This cashback reflects after 7 days of delivery of the order.

In case you return the order, you will not be eligible for the cashback.

We'd love it if you invite your friends to try Kraftly. We offer a special bonus for referring a friend to download our app. Here's how you can earn by inviting your friends:

• 100 reward points on recommending Kraftly to your Phonebook contacts

• 100 reward points on recommending Kraftly to your Gmail contacts

In 'My Profile', you can:

• View all your purchases and check their current status

• Add a new address & change your existing address

• Edit your Kraftly profile

• Check your existing reward points and credits

We regularly add new fun features for you to use and enjoy.

You can place order without setting up an account on kraftly, you can place an order as a guest user. Please follow the below mentioned steps:

1: Select a product

2: Add it to your cart and start placing your order

3: Enter your address and process your payment, either by a prepaid mode of payment or cash on delivery

4: Once your order is placed, you will get an order confirmation email/sms

5: You will receive communication about order status and tracking as well, through email and SMS

Mobile verification will let us know that you are a real person and in future, may help in the recovery of lost account, and helping keep your account on Kraftly safe.

To verify your phone number, you need to enter the code on the Confirm your Identity screen, which you will receive via text message on your registered number. If you don't receive the text message that was sent, you can request to resend verification code. Please note that we do NOT allow the following types of phone numbers to be verified: - International - Landline Number - VoIP

If you’re not logged in and have forgotten your password, then follow these steps:

1: Go to Side Menu, click on 'Sign in'

2: On the Sign in menu, tap on "Forgot Password" and then enter your registered email ID. Click on OK.

3: You will receive a "Reset Password" email. Click on the link that you have received in email to reset your password.

4: Once you’ve reset your password, use your email address and new password to login on Kraftly app.

Yes, you can easily change your device by signing in with your existing account on the new device. All you need is to download the app on the new device, sign in using your registered email ID. After you login, all your account information like listings, likes, purchases, etc. will be available on your new phone.

As per Kraftly's Terms, users are strictly prohibited from having more than one account. Users found to have more than one account are subject to having all of their accounts deleted without prior notice and may be partially or permanently banned from our marketplace.

Additionally, users who have had their user privileges revoked are prohibited from creating new accounts.

To change your address, follow these steps:

a. Go to My Profile. Make sure that you are logged in to Kraftly app.

b. Tap on "Address Book"

c. Here, you will find existing address. You can edit the same by tapping on "Edit" button.

d. You can also add new/more addresses by clicking on (+) sign.

We want our buyers to shop with confidence. That’s why, we provide guarantees that ensure you will receive your item on time and as described.

For all Kraftly fulfilled orders, our customers would receive the following guarantees:

1. Full refund if you don’t receive your order within the delivery time promised by the seller. Kraftly gives utmost importance to on-time delivery and unless the buyer verifies delivery of the product, your money is not remitted to the seller.

2. Complete refund, if the item shipped to you doesn’t match the product description on Kraftly.

3. All products can be returned to the seller as long as they are unused and in perfect condition. No questions asked! You can place a return request within 5 days of receiving delivery of your order, in case you are dissatisfied with the product you received.

In case of any issues, enquiry­, or questions, you can call us at +91-9266623005 or send us an email at support@kraftly.com. You can also chat with us through this page

In case your Kraftly app stops working at any time, you can try these steps to get it working again:

• Close your other apps

• Restart your phone

• Ensure that you have internet access

• If nothing works, you can uninstall and reinstall our app. Sign in again to start using the app.

If the problem still persists, then tap “Support” button on the left menu or send us an email stating the issue at support@kraftly.com.

In case you found a counterfeit product, you can ‘Report Abuse’ that product and we will look into the matter.

To report the product, please open the particular product in your app. Tap on the three-dot icon next to Product Description and tap on Report Abuse.

Our Quality Control Team will look into the same and take appropriate action.

On Kraftly, you buy products directly from the artists, designers, curators and creators who have created their own unique products, and are offering them for sale. If you have a question about a product, you can get in touch with the seller directly by using our chat feature.

Simmilar products which are sold by different sellers have different price tags.

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