SUPPORT
How do I contact you ?
You can contact us on 1800 123 236 511 from Monday to Saturday (10 am - 6.30 pm). Or drop us a mail at
info@suta.in. We'd love to help you with your queries.
What are the different ways to connect with Suta?
You can provide your e-mail address in our newsletter box in the footer of the website to subscribe to
our newsletter. Also, you can always follow our social handle SutaBombay across social media platforms
including Facebook, Instagram, Twitter, Pinterest and LinkedIn. This will keep you updated about ongoing
offers, promotions, our new launches, blogs or about hiring.
What is ‘My Account’?
From my account, you can access all the information related to your order(s). It gives you complete
control to do the following:
- Edit your personal information like Name, Address, etc.
- Change password
- View Suta Coins Balance
- Check your order history?
Is it necessary to have an account to shop on Suta?
No, you do not need to have an account to shop on Suta. But we do recommend you to have yourself
registered with us to avail offers, discounts, and promotional store credits.
How do I register?
To register, you just need to click on the top right of our website. Click on the ‘Create One’ option
below login to create your account.
How do I reset my password?
To reset your password, please click on “Forgot Password” option available in the Account/Login page.
Enter the email address and the link to set a new password will be mailed to your registered Email
ID.
ORDER RELATED QUERIES
How do I know once my order is confirmed?
Once your payment is authorized and your order is completed, you will receive an email from Suta
confirming the order placement. You would be provided with the Order Number, details of the order and
the amount you have paid. You will also receive an SMS confirming the same.
Do you take orders over the phone?
We do not take orders over the phone. The customer would have to place an order on www.suta.in by
themselves.
I have already placed my order, can I add more items to the same order?
Yes, you can get in touch with us on info@suta.in and we would be able to help you out
What is the estimated delivery time?
The delivery time varies from cities to cities. Typically it takes 3-4 days for all metros & Tier 1
cities. Tier 2 & 3 cities may take 3 to 5 days. Some cities in North East India & J&K etc.
may take minimum 5 to a maximum of 7 days. Due to unforeseen reasons there might be delay in shipments
and would appreciate your patience. We would definitely try our best to get your shipment delivered
asap.
How are orders placed on www.suta.in, delivered to me?
Once the order is placed, we ship the order through one of our various courier partners. All these
partners are reputed, logistic service providers. Once your order has been shipped you will get an email
and an SMS informing you the details of courier partner and an AWB number using which you can track your
shipment. Furthermore, we would also share the estimate delivery dates via SMS and email.
Why did I receive only a part of my order?
The reasons why you would have partially received the order are: We might have shipped your items in two
different shipments. The other would still be in transit. OR The stock for the remaining items was not
available. In this case, you will receive a call from our customer care informing you the same. Only
after your confirmation, the order will be shipped to you. In the unlikely situation that you are not
available on your mentioned phone number, an email will be sent to you informing the same. You could
call our customer care to get more clarity on your order status.
Can I change my delivery address or mobile number once the order is placed?
Unfortunately, that is not possible at the moment. Since the system would have already passed the mobile
number and address to our warehouse to pack and ship your product. You can email us at info@suta.in to
inform about such a situation. We will try our best to get the same resolved if the order is not
shipped. In case the package is returned to us after attempted delivery or because of a wrong shipping
address provided by the customer at the time of placing an order, we will be able to offer a partial
refund after deduction of Rs 150 for shipping.
How to check the status of my order?
To check the status of your order, log in to www.suta.in and go to “My Orders” section under “Account”.
We will also email you when there is a status update to your order.
I placed an order twice.
In case you have placed your order twice and would like to cancel one of the orders, do contact us
immediately. We would cancel one of your orders and your refund will go back via the payment method you
used when placing your order.
Can I pre-order a saree which is sold out?
Unfortunately, we do not take preorders. You can click on Notify When Available tab and we will notify
you as soon as the product has been restocked. Also, do check out social media stories for updates on
re-stock.
I am unable to place an order.
We are sorry you're facing hiccups while placing an order; we'd hate to inconvenience you further. So
here are some options: Try using a different browser or device if possible or contact us on info@suta.in
or call us on 1800 123 236 511. We are available on WhatsApp too, ping us on +91 8291579185. Our
team will try to resolve your issues as soon as possible.
I would want to cancel my order.
You can cancel your order before it is shipped. Once shipped, and you choose to cancel the order there
would be a deduction of 200 INR, as the charges we had to bear to have the products packed , onward and
reverse shipping.
I am an international customer but want delivery in India. Is this possible?
Yes. It is possible for us to deliver your shipment to India. We would need the complete shipping address
along with a local contact number. If the delivery address is of a Hotel, would recommend you to give us
your personal local contact number which would be reachable at all times.
I had placed an order may I know when would I receive it.
The orders are shipped within 2-3 working days. We strive our best to ship your order asap. The delivery
time is within 7 working days
When can I expect my order? How many days does it take for delivery?
We ship within 1-2 days of you placing the order. For international shipping it takes about 10-12 days.
For domestic shipping it takes 5-7 days. In case of any exception we would call and inform you.
I am missing an item, what do I do?
In the unlikely event you are missing an item from your order, this is probably due to your order being
dispatched in separate parcels, if this is the case please check your emails, as we will have updated
you via email on the status of your order. (Don’t forget to check your junk folder in case it’s ended up
in there!)
SHIPPING RELATED QUERIES
Are there any shipping charges?
A shipping charge of Rs.150 will be applicable to all domestic orders below Rs 2000. The charges will be
waived off for an order value of Rs.2000 or above.
Shipping charges for our international customers will be calculated during check out depending
on the order value and dimensions of your order
How does the delivery process work?
Suta uses reputed logistics provider/partner to deliver products to your doorsteps. Once your order is
placed, one of our logistic partners would pick the product from us and deliver it to you.
How can I track the delivery of my order?
Once your order is placed, Suta assigns your order to one of our logistics partners. An SMS would be sent
to your registered phone number with the details of the logistics partner along with the AWB#. You can
track the order using the AWB# on their respective website 24 hours after your order is shipped out. All
you need to do is click on the link in the email sent to you after the order is placed and track the
journey of your item in real-time!
What should I do if I miss the delivery?
We understand that you can’t wait at home (or office - whatever your delivery address is) right from the
time you’ve placed the order till it’s delivered to you. We will make three attempts to deliver the
order to you; each attempt on a consecutive day. So, in case you have missed the order delivery, please
write to us at info@suta.in or call us on 1800 123 236 511 along with your order number and we shall
take care of it. In case the package is returned to us after an attempted delivery, we will be able to
offer a partial refund after deduction of Rs 200 as the charges we had to bear to have the products
packed ,onward and reverse shipping.
Why is Cash On Delivery payment option not available at my location?
Few places are not covered for COD by our delivery partners. Any inconvenience you face is regretted.
This issue might also occur if the cash amount payable at the time of delivery exceeds a certain limit
which is decided by our courier partners. We would suggest to make the payment through Credit Card,
Debit Card, or Net Banking.
Do you deliver all over India?
Yes, we do deliver all over India. If delivery service is not available through our partnered courier
companies, we will ship your order through India Post. This would be possible only for prepaid
orders.
Do you ship internationally ?
Yes, we do ship worldwide .
Who bears the custom charges ?
Customers have to bear custom charges or any other additional charges . From 21 July 2021 onwards, all
our EU customers have to bear the VAT charges apart from the customs charges.
What delivery carriers do you use? How do I track my
order?
We have tied up with reputed courier companies such as FedEx, DTDC, Bluedart, Delhivery, etc. You will
receive an email with your tracking details once we dispatched your order. You can track your order 24
hours after your order has been shipped.
Can I open the package before making the payment for COD orders?
No, our courier person will hand over the package to you to open only once the payment has been made. We
recommend you to avoid accepting any package if it has tampered.
What do I do if my shipment has tampered?
If you think, you have received the product in a bad condition or if the packaging is tampered with or
damaged before delivery, please refuse to accept the package and return the package to the delivery
person. Also, please email us at info@suta.in mentioning your Order ID. We will personally ensure that a
brand new replacement is issued to you with no additional cost.
Can I book an order for delivery to more than one address?
Every order is shipped only to a single address. If you wish to ship products to different addresses, you
will need to place multiple orders. We would love to be able to solve that in the near future with the
advancement of technology.
What happens in case my order is not delivered?
In case the ordered items do not reach the customer within 30 days from the shipping date from our
warehouse, we will offer a full refund, provided any tracking information does not show that delivery
was attempted at the customer doorstep. However, in the case of packages for which we do not have
tracking details, we will assume in good faith that the package delivery was not attempted and we will
refund the entire amount within 7 days from the date of raising a complaint with us.
PAYMENT RELATED QUERIES
What payment options can I use?
For shopping with ease, our website offers you several payment options that are absolutely safe and
secure. You can chose to pay with a credit or debit card, which can be a Mastercard, Maestro, Visa or
Amex card, using our secure payment gateway. We have various wallets to pay from and have EMI facility
to pay. You can also use our PayPal gateway to complete your transaction incase you are an international
customer. You may opt to pay using Credit card , Debit card , Net Banking & Direct deposit to our
account. If you are facing any difficulty in completing your transaction, do reach out to us!
Are there any hidden charges?
There are no hidden charges. The prices shown against each product are the final prices inclusive of GST
and you wouldn’t be asked to pay any more than that.
Is it safe to use my Credit/Debit card on Suta?
All credit card and debit card payments on Suta are processed through secure and trusted payment
gateways.
Can I make Debit/Credit card payment through my mobile on Suta?
Yes. You can make payment through the mobile site of Suta. The mobile site too uses trusted payment
gateways which keep your card information secured and protected.
What does COD or Cash on Delivery mean?
We understand that you might want to pay for an order by cash. That’s why we’ve got a very convenient
option where you can pay (only by cash) at your doorstep before receiving the package.
How does Cash on Delivery work?
When you place a cash on delivery order, you will receive a confirmation mail from us. We would try and
ship your order within 48 hours. In case of any delay, our team will get in touch with you.
What if I hit the refresh, back button while making payment?
Our payment gateways are extremely secure and any payment that does not come to us through the gateway
gets kicked back to your source bank account. Usually, this happens within a 24-hour window. You can
check with your bank for confirmation.
What if the amount got debited from my account, but have not received any confirmation mail and
message?
We ensure that an Order ID is confirmed only once our bank receives the payment from your bank.
Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been
received by us yet. Do not worry, please send us a mail at info@suta.in and we'll sort it together.
What should I do if my payment fails?
If your payment fails, you can complete the order with the COD option or retry the payment using a
different payment method.
What are the modes of payment?
You can pay through Online Payment and Cash On Delivery. COD is available only in
India
REFUND AND EXCHANGE POLICY
What is your Return Policy?
Suta practices a simple and hassle-free Exchange & Return Policy. Customers have to raise a Return
Request through https://apps.returnprime.com/suta-in.myshopify.com/.
We do have 'refund to source account’ policy. However, we would also be happy to exchange your product
for a different product or offer Store Credits. Shipping and Cash on Delivery Charges, in all cases, is
non-refundable. No Returns or Exchanges would be acceptable if the Return Request form is not raised
within 10 days of receiving the product. If you want to return any one product from the combo or
sale or from frequently bought together, the discount will be revoked.
Products bought during sale can only be exchanged and are non refundable. The sale discount
will not be applicable on exchange requests
How do I initiate Return/Exchange?
If unfortunately you have to return or exchange an order, please do so within 10 days of delivery
through https://apps.returnprime.com/suta-in.myshopify.com/ .
No return or exchange request would be accepted if the request is raised after 10 days .
What should I do in case of the manufacturing defect/damage product/wrong product?
If you have received a defective or wrong product, it will be eligible for replacement. You can return it
to us and the shipping charges including the reverse shipping charges will be borne by us. We may
request you to send us a snapshot of the defect at returns@suta.in
Or contact us on 1800 123 236 511 .
Do I get a Cash Refund for the returns made?
Yes, the refund is processed to your original mode of payment. If you did place your order through COD,
you would have to fill in your account details in the refund form for us to process your refund, which
will be done within 7 days of us receiving your account details.
What is the pick-up process?
Once you have initiated the process for a pick-up, we request our logistic partners to arrange a pick up
from your doorstep. They would, in turn, get in touch with you and get the item picked up. Please keep
the items with tags intact . The Pick-Up boy would come check and pack the product along with the
label.
I have changed my mind and would like to retain the product.
Please contact our customer support team in case you want to cancel the reverse pick up of your item. If
the item is already picked up by the Logistics Service Provider from your doorstep, we would not be able
to cancel the return. You will have to place a fresh order for the product.
When are Returns/Exchange not possible?
When the below-mentioned points are not fulfilled, returns or exchanges are not possible.
- The return needs to be initiated within 10 days from the date of delivery
- Item(s) of the order should not be used or damaged.
- Tags of the items should be intact and not removed.
- If the saree has been ordered with fall and edging.
- If the product is customised on your request.
When is the refund initiated?
Refunds would be initiated once the returned product has reached our warehouse. Refund will happen with
7-8 working days.
I would like to ship the return myself to Suta. How do I do that?
We have logistic partners who would pick up the product from your doorstep and return it back to us. In
the extreme circumstances, you may be asked to send the products through a reliable courier if reverse
pickup facility is not available in your area. A maximum amount of Rs.150 would be reimbursed towards
the shipping cost in the form of Suta Coins or can be refunded to your account. If you choose to
self-ship the products, kindly address the package to the below-mentioned address. Suta,OmShiv Ambika
Co-op. HSG Soc , Kolivery Village, Vidya Nagari, Kalina ,Santacruz East, Mumbai- 400098 , Contact Number
: 1800 123 236 511.
What are the modes of refund available?
Suta provides refunds in 2 different forms:
Online Payment: For Orders placed through Online Payment, refunds will be done through
payment gateway to the account/card/wallet from which the original payment was made. The refunds will
happen within 7-8 days of items being received at the warehouse. It typically takes 1-2 days for refunds
to reflect into your account which is completely dependent on your bank.
COD Orders: For orders placed through COD, the refund would be processed to the account
you have provided while raising the return request.
For any other mode of payment: For orders placed using points Gift Card / Suta
Coins/Credit Note, the refund amount will be credited to your Suta account.
Note: The refund amount will exclude the shipping charges if paid during the
purchase.
Once you opt for credit note you cannot en-cash it later.
Within how many days would my shipment be picked up?
The return shipment is picked up within a 2-3 days from the time the reverse pick up has been arranged.
You would be notified on the day of pick up.
Can I exchange a product for another product in exchange?
Yes, you may exchange a product for another product. If you want to exchange the product you ordered for
with a product of higher amount, we would give you a coupon code for the amount of the product you
returned. You can use this code while placing another and pay the balance amount on your next purchase.
If you want to exchange your product with a product of lower amount, we would ship it as soon as we
receive it and the balance would be refunded back to you. You can also opt for a credit note for the
balance amount, which can be used for your next purchase. Exchange is not possible in cases :
- If the product is customized for you.
- If the saree has fall on it.
- If the exchange request was raised after 10 days of receiving it.
Would you refund me the reverse shipping charges if I ship the returned product at my
cost?
Absolutely! We will provide an additional refund of INR.150/- in case you have shipped the returned
product to us by yourself.
Do you have a cancellation/refund/exchange policy for International customers?
- If unfortunately, you have to cancel an order, please do so before your order is shipped.
- If you cancel your order before your product has been shipped, we will refund the entire amount.
- If you have received the product and you do not like it, the same can be returned within 15 days.
The shipping, customs and any other additional charges for sending the product back has to be borne
by the customer. We will refund the amount via credit note or direct bank transfer which can be used
later. The amount refunded to you would be only for the products. Shipping charges are
non-refundable.
- Once we have received the products a quality check would be done by our team. Please make sure that
the original product tag is intact when you courier it back to us.
- If you receive any defective product, do contact us immediately by emailing us at info@suta.in with
your Order ID and send us a snapshot of the defect. We will either provide you a credit note or
refund the amount of that defective product, no replacement would be sent.
- We do not have an exchange policy for international customers. If its a special case we would
discuss it over email and find a way out to solve your problem.
What is the Exchange policy?
In case you want to exchange the product, with some other product, you may do so. You would have to
inform us within 10 days of the product received and ship it to our office address. Once we receive the
product, we will ship you the product of your choice without charging you anything extra. You would
receive only a coupon code of maximum 150 INR for reverse shipping .Customer have to self ship the
products within 10 days of receiving it. In case you placed order for more than the order value of
the existing product or more than one product and want to exchange just one product of it, the reverse
shipping would be non refundable. Exchange is possible only once. If you opt to exchange the
product the 2nd time, you would have to bear the reverse shipping charges and forward shipping charges ,
which would cost you 300 INR.
Do you exchange or take back the sarees having fall and edging
done?
No, we strictly do not take back or exchange the sarees having fall and
edging done to it.
Would someone come and pick the order from my place in case of return or exchange?
Yes, the product would be picked up from your door step incase of a return or exchange.
What if my product is defective?
If the product sent to you is defective, we request you to inform us within 10 days of receiving the
product. Since we do not have reverse shipping, you would have to ship the product back to us. We would
refund you a maximum amount of 150 INR for reverse shipping. We would need a photo copy of the shipping
receipt for the refund. Once we receive the defective product, we will ship you another product
immediately or we can refund the amount you paid while placing order
PRODUCT RELATED QUERIES
Do all sarees come with blouse piece?
No, not all sarees come with blouse piece. None of our mul sarees have blouse piece along with it. 90 %
of our Linen, Cotton silk and Handloom sarees do come with blouse piece. It is mentioned in the
description if it has a blouse piece or not.
What is the dimension of the saree?
Our sarees are 5.5 meters in length for sarees without blouse piece and 6.5 meters for sarees with blouse
piece and the width is approximately 47- 49 inches.
Are the products shown on website accurate?
Products on our website are handmade .We take great pains in ensuring that we photograph all our products
under standard lighting conditions so that the product image you see is as close to the product.
However, there may be minor variations in the color of the fabric, dyes, prints or embroideries of the
product image you see on your monitor / mobile phone screens / laptops etc. and the actual product.
However, since these are mostly handloom products there could be very very minor changes. And we believe
imperfection adds to the charm of handloom
Details of the Fabrics?
- Made in heaven- Mul cotton
- Handloom- Cotton Linen- Handmade Linen
- Jamdani- Semi power loom/ handloom jamdani
- Khesh- Recycled cotton. The old sarees that weavers can’t sell are torn and woven back in the
saree
- Cotton silk- Semi power loom cotton silk
- Batik- Cotton and wax batik
- Block printed- Cotton and hand block
Can I get a saree customized in a particular combination or design?
Sorry but unfortunately we do not customize a single saree as it is difficult to just make one saree, as
the production cost goes higher. If the order is for a batch of 30 sarees or more, we could go ahead if
we like the design too
Do you customize Lehenga or Kurtis?
Yes we do customize lehenga, kurtis , dress and blouse as per the requirement of the customer. You can
contact us with your requirement on info@suta.in.
What dyes or colors are used?
We use Azo free dyes for all our sarees
What is the linen count?
The linen count is 80/100 threads linen by linen
What is the thread count for linen sarees?
The thread count for linen saree is 80- 100.
How do I find a product on the website?
We have made an elaborate structure of categories and subcategories on the Home Page to help you find
what you are looking for. If you are unable to locate the item in the given filters, you can simply type
the name in search bar and check the relevant results. You could also reach us on phone or social media
for the direct link.
How can I find out about the details about the product sizing, material and colour?
All the products listed on our website have detailed product descriptions. When you click on the product
you like, you will be taken to the Product Page. On this page, you can find product sizes, Material,
Colour and Washing Instructions mentioned in details. There is a detailed Size Chart that you can refer
to while buying blouses/dresses/kurtis across the website.
GENERAL QUERIES
Do you have discount for first time buyers?
Yes, we do have discount for first time buyers. You can email us on info@suta.in to know more. However,
we have free shipping for domestic orders above INR 2000.
Can I order through Whatsapp, Instagram or Facebook?
Unfortunately we do not accept orders through them. Your order needs to be placed through the website
only.
What do I do if I face fitting issues?
We recommend you to first check our size chart before placing an order. Incase you do face any fitting
issues we can surely exchange it for you. Or we can fix it for you, after you have shipped it to us.
Do you take bulk orders?
We would love to discuss your plan. Please get in touch with Reshmi at - reshmi.menon@suta.in
Are there physical store for Suta?
Yes we have a beautiful store with perfect setting for Suta, in Mumbai, where you can visit us
.
I want to visit your store?
You can surely visit our store in Mumbai, from Monday to Sunday 10 am to 8 pm.
Will I get all the products in the store?
Yes, you may get most the products available on our website in the store.
Can I make payment through card at your store?
Yes, we do accept card payments at our store .
How do I locate your store?
You can locate our office through Google Maps, by entering Suta in the search bar.
Can I buy fabrics from you?
Yes you can buy fabrics from us. You can send us a request on any social media platform/ email or on
Whasapp and we will show you irresistible options to choose from. After your selection, we will share
the link for the purchase.
How can I send Suta product as a gift?
Get in touch with us through info@suta.in and
we will be happy to giftwrap your product, add a personalized note (incase you need one) and route the
gift to recipient's address!
What is SutaCoins ?
1. SutaCoins is a reward program, where customers earn Coins on every purchase
2. Every 100 INR you spend, you earn 100 SutaCoin. Every 100 SutaCoin is 1INR. To redeem you would need
to accumulate minimum 5000 SutaCoins
3. A maximum of 20000 SutaCoins i.e 200 INR can be redeemed on every purchase
4.You receive 100 SutaCoins when you sign up
5. On your birthday, you receive 200 SutaCoins from us
6. Make sure you have an account , to earn SutaCoins.
