FREQUENTLY ASKED QUESTIONS

Ecovia Bag FAQs

1. What is special about Ecovia bag?

The Ecovia bag in which you will receive your Suta order is special in multiple ways. The bag can be easily returned by you for reuse, reducing the need for manufacturing of packaging thus reducing emissions. Moreover, it is made of recycled plastic bottles. So Ecovia bag does not just ensure lesser waste at home but also means better use of resources.

2. What’s my reward for returning the bag?

You get 5000 Suta coins for your next purchase, which is sent to you over Whatsapp as soon as you return the bag. How cool is that!

3. How do I return the Ecovia bag post-delivery?

Simply scan the QR on the back of the bag or revert to our WhatsApp updates on your order to arrange a pickup. You can choose a time and date that’s convenient for you and our pickup partners would take care of the rest.

4. What if I’m unavailable on the scheduled pick-up date?

Please feel free to reschedule in the same Whatsapp chat by selecting a new slot. In case it is already the pickup date and our partner reaches out, you can simply ask him to come at a later date.

5. Is there a deadline by which I need to return the bag?

Yes, please make sure you return the bag within 10 days of receiving the order.

6. What if I wish to return my product?

You can raise a product return/ exchange request as per Suta’s return/exchange policy & simply handover the product in the ecovia bag to the courier partner.

Is there a charge if I don’t return the bag?

Strictly speaking, yes. It’s an environmental crime to not return the bag. And then you lose 5000 Suta coins and you make the trees cry.

We’re kidding!

When creating a positive impact is as easy as returning the bag from the comfort of your home, why not do it, eh?

7. Is the package cleaned and sanitised after every use?

Of course! Every bag goes through a 3-step QC and sanitisation process before every reuse to ensure your experience is not compromised.

Why is there a plastic zip tie on the bag?

Since the entire bag is designed to be reusable, Ecovia had to make use of some elements that could protect your bag from tampering by making it tamper-evident. Hence the use of zip tie.

Yes, the current alternative of the zip tie is made of plastic but it’s recyclable! When you return the bag, please send the broken zip tie back as well for responsible disposal. Be rest assured, Ecovia is continuously working to come up with something more sustainable for this aspect too.

Saree with Fall FAQs

1. What is ‘fall’? 

It is a piece of fabric that is sewn and attached to the hem of the saree in such a way that it covers the initial drape and pleats area only — thereby adding weight to the saree so it falls on your body elegantly. Apart from ensuring a long-lasting drape, it also protects your saree from wear and tear for a longer period of time.

2. What’s the standard length of the fall attached on our sarees?

Our falls are approximately 92 inches in length and 5 inches in width.

3. Will fall be attached to the complete saree?

No, It starts from the initial drape of the saree continuing till the pleats.

4. What is the material of fall used on our sarees?

The fall fabric is picked according to the fabric and the weight of the saree. The fabric is either Mul cotton or cotton.

5. How heavy is the fall going to be?

The fall is a lightweight cotton fabric— it adds the necessary weight to keep the pleats in place while allowing you to move around freely!

6. How do you sew falls?

Falls are sewn by hand to the sarees.

7. Can the saree be customized without fall?

No, we do not take orders for customization. All sarees will be sent with fall. Since the fall is hand stitched, it can be easily removed in case the customer does not require it.

8. Will the saree be fully ready to wear?

Yes, all sarees without blouse pieces will be ready to wear. For sarees that come with running blouse pieces, the piece can be removed by the customer or worn as it is should he/she choose to keep the saree longer and have more number of pleats.

9. Return and Exchange Policy:

If the blouse piece has been removed from the saree by the customer, it shall not be considered for exchange or return (no exceptions). Otherwise we accept both return & exchange. We will allow exchange/return of sarees with fall from 1.3.2022 provided it is within the exchange period.

10. Will the fall shrink after washing?

No. All our falls are pre-washed and thoroughly checked before being attached.

11. Falls will not be added on Ruffle sarees, Organza sarees and sarees with scallops.

Note: The above-mentioned pointers shall not apply to Suta products sold on marketplaces. 

How do I contact you ?

You can contact us on 080-456-80200 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:

1. Edit your personal information like Name, Address, etc.
2. Change password
3. View Suta Coins Balance
4. 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 for orders within India?

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 080-456-80200 or you can use the chat option available on the website. 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 your order cannot be cancelled 

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 1950. The charges will be waived off for an order value of Rs.1950 or above. 

Shipping charges for our international customers will be calculated during check out depending on the order value and dimensions of your order. However, all orders above Rs. 20,000 have free delivery.

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 080-456-80200 along with your order number and we shall take care of it. 

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 except in Pakistan.

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 using this link. 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 Charges, in all cases, are non-refundable. 

No Returns or Exchanges would be acceptable if the return request 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 this link. 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. Notify us within 48 hours of receiving the product. 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 080-456-80200

 What is the pick-up process?

Once we have initiated the process for a pick-up, our logistic partners will pick up the product from your doorstep. It takes us a minimum of 5-7 days to get the shipment 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.

1. The return needs to be initiated within 10 days from the date of delivery
2. Item(s) of the order should not be used or damaged.
3. Tags of the items should be intact and not removed.
4. If the product is customized on your request.  

  What is your Returns/Exchange policy for the Rang Barse Sale?

Exchange

1. No exchange, No return for the product which had 60% discount.
2. However, the customer can exchange for a Size Variant only.
3. Also, the other 2 products which are purchased on MRP, can be exchanged with a SAME or HIGHER PRICED product only.

Return

1. No Return will be accepted for the product which has 60% discount.
2.  If the customer wishes to return any product, which has been bought on the full price, so the SALE OFFER will be void, and the customer has to bear the full price for the discounted product.

When is the refund initiated?

Refund will be processed within 2-3 working days, after we have received your product in our warehouse

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 as a coupon code towards the shipping cost. If you choose to self-ship the products, kindly address the package to the below-mentioned address. Suta,1st floor Sheil Estate, Dani Corporate Park, Kolivery Village, Vidya Nagari, Kalina ,Santacruz East, Mumbai- 400098 , Contact Number : 080-456-80200

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 5-7 business 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 through our payment gateway partner - Cashfree

For any other mode of payment: For orders using points, Gift Card/ Credit Note, the refund amount will be credited to your Suta account
Note: The refund amount will exclude 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 usually picked up within a 3-5 days from the time the reverse pick up has been arranged. You would be notified on the day of pick up. Incase of any delay in pick ups , our team will get in touch with you. 

Can I exchange a product for any another product ?

Yes, its is possible. We will create a new order for you and send the payment link incase the order value is higher than the product you have returned. If the order value is lower than the product you returned, we would refund the balance amount and ship the product of your choice immediately. 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 following cases :

1. If the product is customized for you.
2. 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 a coupon code 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?

1. We unfortunately do not have return or exchange policy for our international customers. You can get in touch with us at returns@suta.in for any queries. If you do wish to return the product, you can ship it back to us at your own expense, we can provide you a refund for the product to your original mode of payment or as a store credit. 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
2. If you have to cancel an order, please do so before your order is shipped and we will refund the entire amount. Once your order is shipped we cannot cancel the order and no refund would be provided 
3. Incase you do receive a defective product contact us immediately by emailing us at returns@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 after investigation, no replacement would be sent. 

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 a coupon code of maximum 150 INR for self shipping the products back to us. Customer have to self ship the products within 10 days of receiving it.

Exchange is possible only once. If you opt to exchange the same product again, you would have to pay the logistic charges of 300 INR which is including delivery and reverse pick up. 

Do you exchange or take back the sarees having fall done?   

Yes, sarees having fall done can be returned/exchanged within the return/exchange period w.e.f 1^st March 2022.

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 02 days of receiving the product. 

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?

1. Made in heaven- Mul cotton
2. Handloom- Cotton Linen- Handmade Linen
3. Jamdani- Semi power loom/ handloom jamdani
4. Khesh- Recycled cotton. The old sarees that weavers can’t sell are torn and woven back in the saree
5. Cotton silk- Semi power loom cotton silk
6. Batik- Cotton and wax batik
7. 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 1950. 

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 drop a mail on - franchise@suta.in

Are there physical store for Suta?

Yes we have a beautiful store with perfect setting for Suta, in Mumbai, Bengluru, Thane and Kolkata where you can visit us . 

I want to visit your store?

You can visit our store in Mumbai, from Monday to Sunday 11 AM to 9 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 WhatsApp 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!

How often can I use promotional codes?

All promotional codes are for one time use only. The same is non-refundable or cannot be en-cashed incase of an exchange or a return. 

 What is SutaCoins ?

• SutaCoins is a reward program, where customers earn Coins on every purchase
• Every 100 INR you spend, you earn 100 SutaCoin. Every 100 SutaCoin is 1INR. To redeem you would need to accumulate minimum 5000 SutaCoins
• A maximum of 20000 SutaCoins i.e 200 INR can be redeemed on every purchase
• You receive 100 SutaCoins when you sign up
• On your birthday, you receive 200 SutaCoins from us
• Make sure you have an account , to earn SutaCoins. 
• Suta coins cannot be encashed and is non-refundable