Help and Assistance FAQ

Frequently Asked Questions  

My Account:

  • What is “My Account”?
    “My Account” is the platform where you can have complete control over your orders like order history, transactions, return orders, download invoice of your orders and so on. Also in “My Account” you can manage your profile in Kroii.com like changing passwords, subscribing/unsubscribe to our newsletters and so on. To access these facilities you have to login (if you are an existing registered customer) or register (if you are new to our marketplace).
  • What should i do if I forget my password?
    Find the “Forget password” option in the login page. On clicking the option, a page will appear asking for your email and contact number. After you filled up the form with proper details we will send you a security code, which can be used to login into your account and reset your password.
  • What should i do if I face problem with logging in?
    Try logging in once again using email and password. If it does not work than try getting the security code using “Forget password” option. If it still does not form than fillup the“Contact form” and we will contact you or get in touch directly using “Contact Us” options.


My Order:


  • How can i check my order status?
Go to “Track order” option present in the top of the page, above the Puresilksaree logo. Enter your tracking ID in the form given and thus you can track your order. The tracking ID will be provided to you while you have placed your order.
  • How do i know my order has been confirmed?
We will send you an email and SMS for the confirmation of your order. You can also check your order details in “My Order” option present in “My Account” page.
  • Can i change my delivery address after the order is placed?
You can change your delivery address anytime before the order is packed and dispatched. You can check for packing and dispatching details of your order in the “Track order” option present on the top of the page. Extra charges will be asked if you attempt to change the delivery address after the order is dispatched.
  • When and how can I cancel my order?
You can cancel the order before it reaches the shipped state. You can cancel your order in the “My order” option or you can contact us to cancel your order.
  • Can i order a product that is “Out of Stock”?
You cannot order the product at that particular moment but you can fill up the option saying “Inform me when the product is available” and we contact you through email or phone when the product will be in stock.

Shipping / Courier:


  • How does the delivery process work?

We deliver your order through reputed and partnered courier providers. You will be provided with a tracking number so that you can know when your order is packed, dispatched and will be delivered to you. We have insurance policies for your orders so  that if there any theft or damage cases you don’t have to face any trouble.

  • How are items packed?

Our seller’s follows proper packaging standards provided by Puresilksaree. They generally use waterproof plastic wrap for packaging orders and for sensitive items like electronics they use bubble wrap along with other standard packaging materials.

  • How can i track delivery of my order?

You can track delivery of your order anytime in the “Track order” option present in the top of the page. Enter your tracking ID that is already provided to you while your order was placed and you can track delivery of your order.

  • Are there any hidden costs in the items sold by sellers?

There are no hidden costs present in Puresilksaree. In some cases you might have to pay for delivery charges and this is not hidden cost. This delivery charges may apply because of Seller delivery policy or your order delivery location.

  • What if my order is opened/tampered with?

If you feel like the order was opened/tampered before it came to you than please don’t receive the order. Cancel the order in “My Order” option stating the reason why you are cancelling and we will confirm your cancellation request.

  • What happens if delivery was attempted and I was unavailable?

Along with us, the courier representative will also try to contact you and if you are unable to receive the call than after 3-4 days the order will be automatically returned. If you want the product after the order is returned than contact us and we will try to get the order back to you.

  • The order status is delivered but I have not received it. What should I do?

Ask your family members, friends or neighbors whether they have received your package. If not than contact us and we will try to get the order back to you.

  • What happens to undelivered orders?

We will attempt for delivery many times. If not delivered than the order will be returned. If you have already paid for the order using online payment options than your payment will refunded to you within few days.

  • Can I cancel my replacement request?

It will be great if you change your mind and decide not to replace your order. You can do it anytime before any courier representative pickups the package from you. If you think of getting the order back after the courier representative already took the package from you than contact us and we will try to get the order back to you.


Payment:


  • How do I pay for purchasing in Puresilksaree ?

Puresilksaree offers you multiple payment methods to choose from. You may use Internet banking, credit card EMI and wallet to make your purchase. Puresilksaree also accepts Payments using Visa, MasterCard, Maestro, and American Express credit/debit cards.

  • Is it safe to use debit/credit card in Puresilksaree?

Puresilksaree assures maximum level of security for online transactions. Puresilksaree is enabled with highest level of secured socket layer protection. All online payments on Puresilksaree are processed through secure, trusted, reputed and partnered payment gateways managed by leading banks. Bank now use the 3D secure password service for online transaction, providing an additional layer of security through identity verification.

  • What steps does Puresilksaree take to prevent fraud?

We and our payment gateway partner are continuously monitoring the online payment transactions going on. If there is any suspicious activity felt by any one of us than the transaction will be kept on hold and the customer will be ask for identification proof. If everything goes fine than the transaction process will be resumed and we will apologies the customer for the inconvenience.

  • How does “Cashbacks” works?

The cashback offered to you from  Puresilksaree is securely stored in your wallet and you can redeem those cashbacks while you make a purchase in the near future,

  • How do I place Cash on delivery (COD) order?

All items that are marked as “cash on delivery available” can be ordered through cash on delivery (COD) service. Just proceed through the checkout page and check the cash on delivery option as the payment option. After few processing the order will be placed and you have to pay for your order during the time of delivery.

  • My transaction failed but my money is deducted from my account. What should I do?

The money will be reversed to your bank account instantly. You can check your bank balance for confirmation.

  • Can i use cash on delivery and EMI option together for the same order?

Sorry, you cannot combine COD and EMI option together for the same order.

  • How can I get one copy of my invoice?

Go to “My Account” option and then go to “download” option. You can download the invoice for your order from this location.

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