Some frequently asked questions on delivery:
We have put in place some frequently asked questions so that you are equipped in understanding and tackling issues that may crop up. Though we ensure that our customer care cell answers to your queries we have put in place some instances for your quick know how;
What should I do if I cannot track my order online?
Once your parcel has been dispatched, an email or a SMS containing your parcel information is sent to you automatically.
You can then follow your parcel’s progress by going to the delivery tracking section. We update your parcels AWB number on this section.
If you are unable to view any information regarding your parcel, we recommend that you contact our customer care team at 022-3065 3160 Or Email us at firstname.lastname@example.org so we can follow up on your order.
What happens if I am not available to receive my parcel?
If you are not available when we attempt to deliver your parcel, we would make attempts to reach you via a phone call and email. Please ensure that you take call/s to facilitate delivery of your package. A second attempt will automatically be made within 24 hours. Even after the second attempt we do not get to deliver the parcel, we would hold on to your parcel for 3 days awaiting further instructions from you before returning your parcel to the processing centre.
Once the parcel has been sent back to us, you must wait until it arrives in our Processing Centre. At this time you will automatically receive an email asking you if you would like us to resend your parcel .We will hold the parcel for you at our Order Processing Centre for a week from the time we send you an email. If we do not hear from you within this timeframe we will need to cancel your order.
Please note the shipment cost for resending the parcel will be borne by the customer.
In case of COD’s service where we ship your order without any prepayment, we may be forced to discontinue the option of COD in your account thereafter if you fail to accept your COD parcel when it is delivered to you.
What is the estimated delivery time?
The estimated delivery time would vary from city to city. On an average all major Metro deliveries to take place within 48 hrs and all other locations upto 5 days depending on the city you reside. For overseas orders placed it would take a minimum of 14 days inclusive of customs clearance and delivery to your door step. however in case of emergency we could send it under Premium Express shipping mode where you would need to pay a premium charge, kindly speak to our customer care executive to know more on 022-3065 3160
What should I do if I receive a damaged parcel?
On receipt of the parcel if you notice that it is damaged you should refuse to accept it.
All parcels are guaranteed to be in perfect condition when they are dispatched from our Processing Centre, complete with security tape that should be visible and intact.
If you have refused to accept your parcel due to the above reasons kindly mails as at email@example.com
our customer care executive would guide you on the next step further.
What should I do if a damaged parcel has been left for me?
If your parcel was left for you at your home or if your neighbour/ reception/ anyone accept the same on your behalf and it is damaged, the parcel is considered as “Accepted”.
If on opening your parcel you notice that items are damaged or missing, please inform us via an email on firstname.lastname@example.org within 48 hours of receipt of your order.
I have only received part of my order placed
please be aware that your order may be dispatched in separate parcels and on different dates from different location. In case we do so, we will keep you informed via an email or through a call from our customer care executive.
I have received a defective item or my order is incorrect
If you notice that the items you’ve received are defective or if your parcel does not contain the items you ordered, please contact us within 48 hours of receiving the parcel. We will have the same picked up and refurbish it with the correct order Provogue.com has a full fledge exchange process in place, kindly read the Exchange policy to know more.
What is Cash on delivery purchase?
Cash on delivery is an option where you can buy online and pay when the parcel reaches your door step. Kindly note we accept only cash which is in Indian Rupees and No foreign currency would be accepted.
What is the minimum order size I could place on COD
Provogue.com .in offers “Free Shipping” anywhere in India for order above Rs.500/- ,We offer nominal shipping charges (Rs.85/-) for order below Rs.500/-
Are there any charges that need to be paid as COD charges?
Under COD you do not need to pay any additional charges apart from the amount of the product mentioned on the Invoice.
Is the shipping charge refundable?
Shipping charge (which is charged if the order value is less than Rs. 499) is refundable only if the order is canceled before the order is shipped.
Can I open the parcel before paying the courier the COD amount?
You will first need to pay the amount of the product to the delivery agent and then liable to open the parcel. Note all products are well protected in the Provogue.com tamper proof bags. If you find the parcel partially or fully opened kindly refuse to accept the parcel and contact our customer care at 022-3065 3160. Kindly note the delivery agent at your door step is a mere delivery person and not authorised to check on defects and quality.
I am unhappy with the product that I have received on COD, should I call the delivery boy who would be a few steps away?
If you are unhappy with the product received kindly pick up the phone and dial 022-40 928 928 and lodge a complaint with our customer care department. Note the courier who has come for delivery is not authorised to re-pick up the return parcel. Kindly read through the return and exchange policy to know more.
Can I order a shipment and have the same delivered at another address, as I am sending a gift?
Yes, you can mention the shipping address in the column as given for getting your order (s) shipped or where ever you want the parcel to be delivered. Kindly note, you will need to give the complete address with landmark, telephone number etc to avoid complications.
Can I change my shipping address once I have placed the order?
If an order is placed on COD and during verification if you wish to give an alternate address the same would be accepted. For all other payment modes you may call the customer service executive as soon as possible of placing the order to modify the address. Kindly mention your purchase order as reference while you speak to a customer care executive, this would simplify things and ease the request placed.
What happens if I refuse to accept an order placed under COD?
Customers who orders products under COD and refuse to pay on delivery are automatically blocked by the Provogue.com . This means the customers who have refused order/s would not be allowed to place an order in future on the COD mode. Here this customer could shop through by paying online.
Can I cancel an order that I have placed?
While we have no option for a customer to cancel an order once placed, in all such cases you may get in touch with our customer care team immediately within 12 hours of the order being placed. If the order is in the processing stage we can cancel it and refund the amount as credit into your registered account. In case if the order is already shipped out we request you not to accept the order at the time of delivery. The same applies for an ordered imported product too.
Will I get a refund for a cancelled order?
Provogue.com would refund the entire amount within 15 days from date of claim by the customer.
Is there a time line to use my credit points which reflects in my registered account?
No there no time limit to use you credit point
Can I transfer the credit points reflecting in my registered account to any other registered account?
No you cannot transfer your credit point to any other registered account in the Provogue.com
Can I modify an order that I have placed?
We do understand your sentiments where you have placed an order and want to modify it for the size, colour, design or you also need to modify the shipping address. These changes can only be allowed if the shipment is not left our processing centres. You may call our customer service executive as soon as possible before the order is sent for processing the order to have the modifications done.
What would be the delivery time for products that are imported?
It would take a minimum of 14 days to deliver a product that is imported.
Can I cancel an Import order once placed?
You can cancel an import order provided you reach us soon as possible before we start processing the shipment. Once we have initiated the order, cancellations would not be possible. In case of cancellation a mail would be sent to you from our customer care team about the acceptance of cancellation. If we are unable to cancel the order a mail to that effect would be sent to you.
Will I get my product/s post clearance from the customs?
You will receive the product/s within 5 days post clearances from the customs, an intimation of the same would be given to you via an email/ SMS or phone call from our customer care department intimating the dispatch of the product.
Have I to pay any additional charges for an Import shipment
The prices are FLP (fixed landed price). The prices include price of the product, customs duty, and Insurance cost that may have occurred for loss or damages etc. There is no other cost paid for an Import product. The payment options for Import products are currently on the pre-paid mode only.
If the delivery boy asks me to pay handling charges or octroi charges, should I pay? What should I do then?
Note, the price you have purchased your product is a fixed landed prices and you need not pay any further charges to the courier boy for handling or as octroi charges. If you come across where our delivery boy has or is asking for additional money relating to handling, or octroi you may please feel free to send in your complaint at email@example.com or call us at 022 3065 3160
I have returned a parcel under the Exchange policy, it has been over 7 days but I have not got my exchanged product?
Kindly note every product returned or exchanged would take a minimum time of 48 hours to 7 days to reach our warehouse and further under goes a Quality check, it would normally take us 10 days to revert with an appropriate reply after the QC is done If the claims of return are appropriate an Exchange would be done and issued with a notification from our customer care department. We would at every single step keep you informed of the happenings.
I have received a Discount coupon how can I use it?
As soon as you have added all the items in your shopping cart, you can enter the coupon code in the column as provided. Once to proceed to pay, you would see the shopping summary where the discount amount would be calculated. You can now proceed to pay.
Can I use the Discount coupon on a COD order?
Yes, you can use the discount coupon on a COD order. The process is the same as mentioned above. While proceeding to pay you will need to select the payment options.
I have refused a COD shipment on which I had placed a discount coupon; can I get the refund for the coupon?
Once you have refused a COD shipment which you had used your discount coupon, the system does not allow you to retrieve the coupon as the coupon is forfeited.
What happens if the discount coupon does not work? Or the system does not accept the coupon code?
First of all kindly check the validity of the discount coupon received. Secondly kindly check the value of the product or orders placed and the details written on the coupon. There could be other reasons as well associated (kindly read through the T&C to know more).
Is it safe to use my Credit Card/Debit card Online at Provogue.com?
Yes, You can safely use your credit card / debit card on www.provogue.com Our payment gateway partners uses the best industry-standard 128 bit SSL (Standard Sockets Layer) VeriSign Technology, which ensures the security of the data.
Can I ship different items in my order to different shipping addresses?
We can only process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders.
What options do I have while making payment?
Provogue.com gives you multiple payment options for order,
- COD – Cash On Delivery
- Credit Card
- Debit Card
- Net –Banking
What should I do if my payment fails?
In case of successful payment, you will receive an email confirmation from Provogue.com In case of payment failure, please retry ensuring:
- Information passed on to payment gateway is accurate ie. account details, billing address, password(in case net banking)
- Your internet connection is not disrupted in the process
If your account has been debited after a payment failure, it will be rolled back within 7-10 working days. You can get in touch with our customer care team with your order number or email at firstname.lastname@example.org for any clarifications.
How will I know if order is placed successfully?
You will receive an email confirmation from Provogue.com once your order is successfully placed. This mail will have all the details related to your order.
Customers who have opted for COD as a payment option will get order verification call from our customer care team. After successful verification of order we will process your COD order. You will also receive an email confirmation from Provogue.com once your order is successfully verified.