FAQs

REGISTRATION

How do I register?
You can register by visiting the Log In section. All you need to do is click on create account and sign up with your email ID.

What are the benefits of registering?
By registering with us you can view and track your orders any time by logging into your account. Registered members also enjoy exclusive previews and updates by subscribing to our newsletter.

Is there a reward program?
No, we currently do not offer any rewards or loyalty program.

I forgot my password, how do I reset it?
Click on the ‘Forgot Password’ option available on the Log In page. A link to set a new password will be sent to your registered email id.

Is it mandatory to register to shop at www.sanjanathakur.in?
You don’t have to register to shop at www.sanjanathakur.in you can visit as a guest and make a purchase from our website.

Can I edit my personal information?

Yes. You can edit your personal information in the ‘My Account’ section by logging in.

Do I have to disclose my e-mail id and phone number for registration?
Yes, it is important to disclose these details as it helps facilitate a smooth operation and ensures a secure shopping transaction for you. Rest assured, your data will remain secure with us.

CUSTOMER CARE

How do I get in touch with your Customer Care Team?
Our Customer Care Team is always happy to help. Call or WhatsApp us on +91 9172708445 at 10 am – 7:00 pm IST (Monday to Saturday) except all national holidays or email us on care@sanjanathakur.in

When will the Customer Care Team respond to my query?
Our Customer Care Team, will get in touch with you within 24 hours to help you resolve your query.

SHIPPING & DELIVERY

What are the shipping charges?
We offer FREE SHIPPING for all orders in India and overseas.

Are there any duties and taxes applicable?
All of Sanjana Thakur orders are shipped internationally from our warehouse in Mumbai, India to your provided shipping address. Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent customs duty charges will be levied. In the case where additional customs charges are assessed, the customer will be responsible for paying these additional fees. Sanjana Thakur and the courier service takes no responsibility for non-delivery of orders in case such taxes and duties are not accepted and settled by the recipient at the delivery address, and will not provide any refunds in such cases.

Can I change the shipping address of the order?
Yes, you can change the shipping address of your order only before it is billed or shipped. Please contact our Customer Care Team at the earliest.

When will my order be delivered?
The estimated delivery time will differ with each order. Typically, we take around 10 -15 business days to deliver an order for our ready-to-ship category.
Sanjana Thakur’s wedding couture is made-to-order and takes 40 to 60 days for delivery, depending on the garment’s style and your location.
Sometimes, delivery time is subject to factors beyond our control, including but not limited to, unexpected travel delays from our courier partners due to weather conditions or any political disruptions or strikes. We promise to keep you updated at every step.

Can I book an order for delivery to more than one address?
No. You will need to place separate orders for different shipping addresses.
What if I am not available when the order is delivered?
As a policy, our courier partners will always call you before delivery to check your availability. However, in case the order arrives when you are not available, it will be re-dispatched after your confirmation.
Our delivery partner will get in touch with you to reschedule your delivery. A maximum of three attempts will be made to deliver order at the given shipping address, failing which the order will be sent back to our warehouse facility in Mumbai. Our Customer Care Team will then get in touch with you to understand the issue and help find a solution.

ORDERS

Is there a limit to the quantity that I can order?
No, there’s no limit. Shop your heart out!

How can I track my order?
You can start tracking your order as soon as it has been shipped out. An email will be sent to you with the tracking details, all you need to do is visit our courier partner’s website and track the journey of your order in real time!
Alternatively, you can also log in to rahulmishra.in and visit the ‘My Account’ section to know your order status.

How do I know what size to order?
To help you find the perfect fit every product display page on our website has a ‘Size Chart’ section for your ready reference. You can also view the size chart here or contact our customer care team for further assistance.

Do you offer made-to-order service?
Rahul Mishra Bridal, Occasion wear and Menswear are all made-to-order. Please enter your details in the Made-to-Order form and our stylist will get in touch with you soon.
For a ready to ship category, we do assist with minor alterations with respect to length or waist, only if the style permits. For further assistance, please get in touch with our Customer Care Team.

Can I cancel my order?
No cancellations.

What do I do if my order is received in a damaged condition?
If your order has been damaged or tampered with, you can refuse to accept it and return it to the courier personnel with all of the original packaging intact. Please do report the incident to our Customer Care Team immediately.

What happens if the wrong product was delivered to me?
In an unlikely event that the product you received is not what you ordered, please contact our Customer Care Team within 24 hours of delivery.
They will help arrange for a reverse pick-up and ensure the correct order is delivered to you at the earliest.

What happens if the product I ordered is out of stock?
If a product is out of stock, you will be informed when you add it to your Shopping Cart or at Checkout. In rare cases, if the product is out of stock after your order is confirmed, we will initiate order cancellation and refund the amount.

RETURNS & EXCHANGES

What is your Return policy?
We want you to love what you purchase, but if something isn’t right do let us know.

Sanjana Thakur is a 100% hand embroidered and handmade brand, please note we do not accept returns or exchange for made-to-order items and accessories on both international and domestic order.

Orders on COD cannot be returned. No exchange, no refund policy

Am I eligible for a refund?
No refund no exchange policy.

Can I return/exchange my online order at Sanjana Thakur store?
No returns please hence please note no refunds are done at store.


PAYMENT & SECURITY

What are the online payment options available on your website?
We accept all Credit/Debit cards and Internet banking service of all major banks. We also accept wallet payments. For special cases, we allow bank transfer (NEFT / RTGS/ cheque / cash deposit) of order amount prior to order confirmation. Please contact our Customer Care Team to know more.

My transaction failed, I received a payment gateway error message. Please help.
Sorry for the inconvenience caused; this could be due to a technical glitch, please try again later. In case the problem persists, please contact our Customer Care Team and they will help you complete your order. If amount was deducted before the order was completed, please contact your bank for transaction reversal.

How do I report any suspicious activity during payment?
Please abort the transaction and inform our Customer Care Team immediately. You may also want to contact your bank and reassure safety of your account.
What happens if my credit/debit card has been compromised while making a payment online?
We do not store/retain any of your credit card information. If you suspect that your information has been compromised, please get in touch with your bank immediately.