Help

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TRACK ORDER

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EXCHANGE / RETURN

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WHATSAPP CHAT

Frequently Asked Questions

KESSA is an Indian ethnic wear brand based out of Jaipur. The brand’s prime focus is to promote hand-embroidery and block printing in India and across the globe. To know more about us read our story

Ordering process is really simple on our website. Below, we have mentioned the steps to make a purchase from our website. 

  1. Find a product that you like.
  2. Click on “Add to Bag” button.
  3. On “Shopping Cart” page, check order details and click on “Proceed to Checkout” button
  4. On “Checkout Details” page, fill in your details & choose payment option. Click on “Place Order” button.
  5. Pay in the next window.
  6. Note down your ‘Order ID’ for future reference.

or

Simply connect with us on WhatsApp and send in your Name, Email Id, Phone Number and Complete address.

Each garment manufactured at KESSA is delivered to the customer only after it has cleared a stringent quality check process. The process is implemented at each stage of production, starting from the sourcing of the fabric, all the way down to the two final checks before it finally reaches our warehouse. Each garment is made with an equal amount of love and passion.

You can get in touch with our team through the “Help” section on the website. Simply send an email to care@kessa.com or connect with us on WhatsApp for any complaint.

Our customer care team is at your service as per below timings

MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)

Yes. Kessa does have retail stores in Ahmedabad, Bengaluru, Dehradun, Delhi, Faridabad, Gurugram, Hyderabad, Jaipur, Surat & Vadodara. You can access direction to our stores at this link

Yes, Kessa does take minor alterations requests but does not take up major customizations. You can simply send an email to care@kessa.com or connect with us on WhatsApp for any assistance regarding alterations.

Our customer care team is at your service as per below timings

MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)

Please check our wholesale policy from this link.

The prices tend to remain the same for all sizes for most of the products. Nonetheless, prices for specific variations are mentioned on the product page.

You may request for deletion of your data by sending the request via email to care@kessa.com. Please make sure that you send such a request email from your registered email id.

Delivery depends on the nature of payment:

A. For Prepaid Orders
As far as prepaid orders are concerned, Kessa delivers to almost every location in India and across globe.

B. For COD Orders
COD is available ONLY for Indian addresses at an additional cost of ₹118 per order. There is no COD payment facility for international orders.

There is no minimum order value. However, a flat delivery charge of ₹118 including GST is levied on every order below ₹1199.

Above ₹1199 order, shipping is FREE.

*Order value is calculated after applying discounts/VAT/GST or any other applicable charges

In case, customer does not accept the COD order after shipment, such customers may not be able to place COD order on our website in future or will have to compulsorily verify mobile numbers to place COD orders.

The delivery address of your order can be changed if the order is still in PROCESSING status. You can check order status from your order dashboard after you login to your account.

If your order is still in PROCESSING status, you can raise a request by contacting the customer care team on WhatsApp or emailing us at care@kessa.com

If your order status is not in PROCESSING status, no change in address is allowed.

Our customer care team is at your service as per below timings

MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)

Till the order status is in PROCESSING status, you can reschedule the order by contacting the customer service team on WhatsApp or emailing us at care@kessa.com

Our customer care team is at your service as per below timings

MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)

After product is shipped, we will not be able to honor your request to prioritize or delay the delivery. While we always strive to deliver your orders as fast as we can, delivery timelines depend on several factors, such as the courier service and your location.

However, you can coordinate with the delivery executive to reschedule the date & time of delivery of your order, once he/she gets in touch with you.

Yes, Kessa ship across the globe. For international orders, there is no ‘Cancellation / Return / Exchange’ available.

Shipping charge for international orders depends on the product(s) and it will be reflected on the checkout page once you input your complete delivery address on the checkout page.

Important: As you add more products in your order, shipping cost per product decreases drastically.

Note: For international orders, Custom charges may be levied at the port of entry which needs to be fulfilled by the customer. These charges are calculated by the custom/relevant department of the importing country. Though, usually there is no import charges for textiles

All orders are delivered in a maximum of 7 working days across India. However, there might be delays due to extraneous factors.

In case you are experiencing a more than usual delay, you can contact us on WhatsApp or email us at care@kessa.com

Our customer care team is at your service as per below timings

MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)

You can track your order from this link

Customer are informed here that we use third party courier services for logistics of orders’ parcels. In unforeseen and unfortunate cases, wherein courier services refuse to accept customer’s claim of wrong or tampered delivery or non-delivery of parcels, KESSA shall not be held liable for any loss until below mentioned guidelines are followed by customers.
 
If parcel is received in tampered condition, customer shall refuse to accept parcel from courier person.
 
Even if parcel is intact, Customer ought to video-record the act of opening the received parcel as proof of any unforeseen and unfortunate case of receiving wrong or missing products inside parcels.

In case customer denies receiving the parcel, while courier company shows parcel to be delivered, customer needs to raise the issue within 48 hours of delivery message. Kessa will share Proof of Delivery (POD) with the customer after receiving it from the courier company.

Even after sharing POD, if customer refuses to accept the authenticity of the shared POD, KESSA can ONLY assist the customer in raising the concern with the concerned courier company. Kessa would re-fulfil the order ONLY when courier company confirms that indeed parcel is lost and not delivered to the customer.

At Kessa, we accept two modes of payment:

1. Prepaid – You can make online payments via BHIM, UPI, Credit Card, Debit Card, Net Banking or various Wallets. Even international cards are accepted.

or

2. Cash on Delivery – Cash on Delivery (COD) option is available only in India for a fee of ₹118 inc GST. COD is not available for International Order. Payment at the time of delivery via any mode (such as UPI, cash) is considered Cash on Delivery and COD Fee will remain.

You can download a receipt from the ‘My Account’ section on Kessa website.

Please visit order dashboard to Cancel the order.

Cancellation of order is allowed “within 24 hours of placing the order, or till the status of the order is ‘Processing’ (i.e. before shipment is confirmed), whichever is earlier.”

Refund in case of Cancellation of an order:

Refunds will be issued to the same ‘bank account / card / wallet / Kessa website wallet’ used for placing the order.

Please visit order dashboard to initiate Return of product(s).

Return request can be initiated only ‘once per order’  and ‘within 7 (seven) days of delivery of the order’, given following conditions are satisfied:

1. Product(s) should be unused & unwashed
2. Tags should be intact
3. Product(s) is/are not purchased in sale/discounted price
4. Product(s) is/are not custom altered 
 
Refund in case of Return of product(s):
 
* Refund Amount = Price of the Product(s) – Applicable Return Fee
 
We will provide reverse pickup facility to the customer. In case, we are not able to provide reverse pickup facility to the customer, customer will have to send parcel back to us and ₹125 will be added to their Refund amount.

Refund will be processed as soon as we receive customer’s parcel back and product(s) pass(es) the quality check.

There are two options to receive refunds

  • Refund to Account – Refund requested in the same ‘bank account / card / wallet’ used for placing the order. For COD orders, one may provide account number/PayTM number on return form.
    • A ‘Return Fee of ₹250’ will be deducted from product(s) price before refund.
  • Refund to Website Wallet – Refund requested in website wallet. This amount will be auto-deducted from payable amount of any future order on our website.
    • A ‘Return Fee of ₹125’ will be deducted from product(s) price before refund.

Please note that for prepaid order, in case of ‘Refund to Website Wallet’ or ‘Refund to Account’, cashback received in website wallet will be cancelled and the said cashback amount will be debited from website wallet.

Please visit order dashboard to initiate Exchange of product(s).

Customer can initiate exchange for product or size. Exchange request can be initiated only ‘once per order’  and ‘within 7 (seven) days of delivery of the order’, given following conditions are satisfied:

1. Product(s) should be unused & unwashed
2. Tags should be intact
3. Product(s) is/are not purchased in sale/discounted price
4. Product(s) is/are not custom altered 
 
We will provide reverse pickup facility to the customer. An Exchange Fee of ₹125 will be charged in exchange order. In case, we are not able to provide reverse pickup facility to the customer, customer will have to send parcel back to us and charged exchange fee will be cancelled (in case of COD exchange order) or credited to website wallet (in case of prepaid exchange order).
 

Exchange order will be processed as soon as we receive customer’s parcel back and product(s) pass(es) the quality check.

If there is any excess amount after exchange order is created, it will be credited to customer’s website wallet only after receiving the original product(s) back to our warehouse. This amount will be auto-deducted from payable amount of any future order on our website.

Size Exchange

We take great care in dispatching garments as per size mentioned in our size charts. For one size alteration, we expect our customers to get the alteration done by themselves as we leave enough margin in our garments to even make them one size bigger.

All customers are allocated their own individual Kessa website wallet on creation of an account on our website or on placing first order on www.kessa.com website. This wallet can be accessed from My Account dashboard.

Amount held in Kessa website wallet can be used to pay for placing order on Kessa website only.

The amount available in Kessa website wallet will get auto-deducted from payable amount for the order. So, you do not need to do anything to use it. Just place an order!

After logging into your Kessa Account, one can access Kessa website wallet from My Account dashboard.

No, the physical store orders and online orders are treated separately.

You can find wash care information in ‘Additional Information’ tab on all product pages.