Customer Service

The sections below describe our key customer service policies. If you have any questions related to this please do contact us and we will be happy to discuss further.

Payments and Pricing

Payment Methods

We accept the following payment methods:

  • credit card – all major credit card providers (Indian and international)
  • debit card – all MasterCard (Maestro, Cirrus) and Visa (Electron, Plus) issued by most Indian banks
  • atm cum debit cards – as issued by popular Indian banks
  • net banking – all major Indian banks supported
  • gift cards – available online or in store, in various denominations - read more about Arastan gift cards

payment logos

secure payments

 

All online payments are processed using a secure encrypted connection by either of our payment gateway providers – CCAvenue, India’s leading payment gateway; and PayZippy by Flipkart, the largest and most trusted e-commerce brand in India.

Pricing

All our prices are inclusive of VAT. A few cities in Maharashtra, India charge octroi on certain purchases. In such cases the octroi charges are payable by the customer, and should be made directly to the courier company at the time of delivery.

Other countries may charge additional duties and/or VAT on imported goods. These are determined by the laws of the importing country and payment of such duties, if any, would be the responsibility of the customer.

Security

ccavenue logopayzippy logoYour online shopping with Arastan is absolutely safe. Arastan uses secure payment gateways provided by CCAvenue and PayZippy by Flipkart. Your personal details (such as name and address) are encrypted when you enter them on the Arastan website and transmitted to either of the payment gateways securely using industry standard SSL. Your payment details (e.g. credit card number) are entered directly on the payment gateway secure server, similarly encrypted when they are transmitted to the appropriate bank or other financial institution, and are not available to us at all.

Shipping and Delivery

Packaging

Many of our items are fragile and/or heavy and we therefore take great care to package them appropriately to avoid any damage during transit. We use heavy duty bubble wrap, specially made cardboard boxes with foam inserts, and waterproof plastic sheeting as necessary.

If you are ordering multiple items we may send them as separate shipments. In particular we generally send carpets separately as they require different packaging.

Delivery Method

We use reputable courier companies for delivery. The actual company used will depend on the exact destination. For some areas within India we may use the India Post Speed Post service where this provides a better service. From the moment we receive your order we aim to deliver within three working days to metros, and no more than six working days for any other location within India.

International deliveries are made using the Speed Post service which provides a cost-effective and reliable service to many countries worldwide, and is backed by the United Nations Universal Postal Union. For those countries not supported by Speed Post, we use a reputable courier company. Delivery time depends on the particular country and we will provide you with an estimate when your order has been despatched. Note that international deliveries may be subject to additional charges for imported goods, as described under Pricing above.

In all cases we use trackable delivery services, and you will be emailed tracking details when your order is despatched.

Delivery Charges

We charge for shipping based on the weight of the products ordered. For international orders the charge also depends on the country being shipped to. For both domestic and international the exact cost will be shown to you before you complete the checkout.

Returns and Replacements

We want you to be happy with your purchase from Arastan. If you are not satisfied with your purchase for any reason you may return it to us, within 7 days of receipt, following the process described below, and we will refund it.

Returns

Any product purchased from Arastan may be returned for any reason, subject to the following conditions:

  • All items must be returned in their original condition together with any tags or labels.
  • Before returning any item, you must first make a request to us by email to support@arastan.com, quoting your order number; we will then provide you with further instructions.
  • Requests for a return must be made within 7 days from the date of delivery.
  • The item must be securely packed in the original packaging in which it was received.

Refunds

Refunds will be made in an appropriate manner as determined by Arastan. This may involve a refund to your credit or debit card, netbanking account, or cheque. We will refund the delivery charges of your original order, provided it is returned in full.

Damaged Items

Many of our products are one of a kind and we take extreme care in packaging to avoid any damage in transit. If an item does arrive damaged then please follow the returns process described above and we will replace it free of charge. If the same item is not available in stock we will provide a full refund.

Ordering

Place an Order

Our ordering process has been designed to be as simple as possible. Browse our product range by category or by searching. When you have chosen a product to purchase, click ‘Add to Bag’. Continue browsing if you are interested in more products. You can view the items in your shopping bag at any time by clicking ‘shopping bag’ and when you are ready to complete your order click ‘checkout’ or ‘Proceed to Checkout’.

At the checkout you must enter your billing address, and a delivery address if you wish to deliver somewhere else. You will be given a quote for the delivery cost. You then need to choose the payment option and click ‘Confirm Order’. If you are making an online payment you will be securely transferred to the payment gateway website which will ask you for your payment details, e.g. credit card. Once you submit this the payment request will be made and after a few seconds you will be returned to the Arastan website and presented with an order confirmation, which will also be emailed to you.

At any stage if you have any queries you may contact us by email at support@arastan.com.

Cancelling an Order

If the order has not yet been despatched we will cancel it and refund the entire amount. No cancellations will be permitted for orders after they have been despatched. However you may return the item to us as per the Returns policy described above.

Viewing and Tracking Orders

You can always keep track of the status of an order. Login to ‘my account’ by following the link at the bottom of each page. Here you can view your past orders, together with information about delivery and payment status.

Updating Account Information

Within the ‘my account’ section you can update personal details such as your name, contact details and password, and also create and update saved billing and delivery addresses. Note that for security reasons we do not store any of your bank or credit card details.