EXCHANGE & RETURN POLICY

EXCHANGE & RETURN POLICY

1.How can I return or exchange a product & in how much time?

You can initiate an exchange or return within 48 hrs. of receiving the product via

Email/WhatsApp/Call. To initiate a return or exchange fill the form click here.

2.How many times can I exchange the product?

• A product can only be exchanged once for free after that the customer will have to pay

for shipping.

• Once an exchange has been processed, the product(s) cannot be returned or

exchanged & the transaction will be considered final.

• If the product has been wrongly delivered by us, we will exchange irrespective of the

“one-time free exchange” policy.

3.Return/exchange terms & conditions

• All returned items must be unused & in their original packaging with tags intact.

However, you are most welcome to try on a product but adequate measures should be

taken to maintain its actual condition. Items without tags & original packaging will not be

accepted & no refund will be issued in such cases.

• Before issuing a credit or exchanging a product, Voganow reserves the right to conduct

a thorough quality check to ensure it is resalable. If we receive a returned item that does

not meet the above mentioned conditions, it will be returned to the customer with no

refund.

PLEASE NOTE: ALL EXCHANGES ARE SUBJECT TO STOCK AVAILABILITY.

4.EXCHANGE PROCESS

• After you initiate an exchange request, our customer service team will contact you to

gather further details.

• Within 2-3 days of receiving confirmation of the exchange request, our delivery partner

will make the pickup from the given address. Typically, 3 attempts are made to pick up a

return. Once the product is picked up from the given address, it takes 7 business days to

reach back to us. (depending on your location)

• We will inspect the product once we receive it to ensure that there is no damage to the

product or packaging and that it has been returned in unused condition.

• Once the product has been successfully inspected, the expected/exchanged product will

be shipped within 5-7 business days.

• The entire exchange process would take about 2-3 weeks.
• The exchange can only be processed once.
• An exchange request cannot be converted to a refund/return request once it has been

initiated.

 

5.REFUND PROCESS

• After you initiate a return request, our customer service team will contact you to gather

further details.

• Within 2-3 days of receiving confirmation of the return request & parcel opening video

(In case of Wrong, Missing or Damaged Products, parcel opening video is must to share.)

Our delivery partner will return to the given address for a pickup. Typically, 3 attempts

are made to pick up a return. Once the product is picked up from the given address, it

takes 7 business days to reach back to us. (depending on your location).

• The refund will be processed within 5-7 business days after the product has passed the

quality check test & is in resalable condition. (If in case the product doesn't pass the QC, the applicable deductions may occur)  

• Refunds are made either to your bank account (if your order was for cash on delivery)

and incase of prepaid orders it will go back through the same mode or as store credit

(valid for 365 days after which it can be refunded).

PLEASE NOTE: ANY EXCHANGE/RETURN REQUESTS MADE AFTER 48 HRS WILL

NOT BE ACCEPTED.

6.Which items cannot be returned or exchanged?

• Made-on order products like jackets, shoes, bags, phone cases etc. can only be

exchanged for a different size & not refunded.

• Custom or bespoke orders made with special customizations/personalization cannot be

returned or exchanged.

• Any product that has been bought on discount cannot be refunded. They can only be

exchanged.

• Any Combos and free gifts.

7.What to do incase damaged or defective products are received?

• If you receive a defective or damaged product(s), please notify us at

logistics@voganow.com & sales@voganow.com within 48 hrs. of receiving the goods,

along with pictures and a parcel opening video.

• Any damage upon arrival should be reported within 48 hrs. along with photographs, so

that third-party couriers can investigate transit reasons. Otherwise, we won't be able to

investigate if no images of damaged products are shared via email/WhatsApp /call

(+918699007809, +918699007874).

8.This is not what I ordered, what do I do?

• If your order or a part of it does not match the product description, get in touch with &

we'll look into it right away. You can initiate a return request by filling the

exchange/return form or sending us mail sales@voganow.com

 

9.Can I return a part of my order?

• Yes you can, Just select the product(s) you want to return and initiate a return request.
• You should know that we can’t accept returns of product (s) that are part of combos (for

example: Buy one get one free combos, free gifts, etc.).

 

10.When I’m returning a product, do I have to return the free gift that I got with it as well?

• Yes. Any freebies/gifts that you received will need to be returned along with the original

product.

 

11.How do I track the status of a product I have returned?

• Once the return request is approved, you will receive a SMS notification that contains

the airway bill (AWB) number. You can use it to track your return on our logistics

partner's (courier delivery) website.

12.I have received my order, but I can't see an option to initiate returns. What should I do?

• Please contact us through phone +918699007809. or via email at sales@voganow.com

if you face any issue.

 

13.Who pays for the return shipping?

• Return shipping in India is free to the customer just one time after that shipping charges

will apply.

• In rare scenarios where the pickup cannot be done in certain areas, you can ship the

product through any other courier service. The shipping charges will be reimbursed to

you in the form of store-credit.

• Please inform us at sales@voganow.com and cc logistics@voganow.com and via a call

on customer care number to schedule a reverse pickup.

• For international returns the customer has to pay for the return shipping at all times.
• For further information regarding international return shipping write to us at

sales@voganow.com and cc logistics@voganow.com.

• Email us proof of dispatch (the slip/air way bill provided by the logistics company) at

logistics@voganow.com in case of self-couriered product(s).

 

14.Why has my return been rejected?

• Once we receive the product that is returned, back in our warehouse we do a thorough

test or inform you if it can be returned or not.

• If the quality is compromised in any manner, we reject the return
• Please refer to Exchange/Return terms & conditions (Point 3) mentioned above.

 

15.Return Abuse Policy

Returning or exchanging for reasons other than manufacturing defects/size related issues is a

privilege offered to the customers. If any customer is found to be abusing this privilege,

Voganow holds the right to not accept any returns / exchanges from such customers.

 

16.Order Cancellations (When can I cancel my order?)

• After receiving your order, our customer care team will give you an order confirmation

call. If you do not respond to our attempts to confirm the order, your order will be

automatically canceled within 48 hours of placing it.

• If you wish to cancel the order please inform us via mail on sales@voganow.com or

WhatsApp on +918699007809. BEFORE your order has been dispatched from our

warehouse.

• Once we dispatch the order, we won’t be able to accept any cancellation requests. You

can MODIFY your order once at the time of confirmation call.

• Please be advised that customized orders will not be accepted for cancellations.

17.DISPUTES

To raise a dispute, please send an email to sales@voganow.com.The email should contain the

product name, order ID & inquiry details. This must be done within 2 days of receiving the

product. Disputes filed 2 days after delivery will only be processed at Voganow’s sole discretion.

 

SHIPPING POLICY

1.How long will my order take to arrive?

• Typically, the product(s) will reach you in 7-14 business days depending on the

availability of the stock. In case of bespoke or custom made product(s) with special

customizations/personalization it will reach you in approx.15-20 days.

• We offer worldwide shipping and via international shipping the product(s) are expected

to be delivered in approx. 2-3 weeks.

• Upon order placement, you shall receive an email containing details of your order and

the estimated delivery time to your location.

2.Why is my order taking so long?

• Sometimes, delivery may take longer due to bad weather, flight delays & other

unforeseen circumstances. In such cases, we will keep you updated via regular emails &

messages. You can also track the status using the Order tracking ID at delivery partner’s

website.

• Please be advised that the delivery cannot be expedited as India’s current logistics

infrastructure doesn’t allow us to do so.

3. What are the shipping charges?

• There are no shipping charges in India and the product(s) are delivered via reputed

courier services.

 

• For international shipping, the rates would be applicable as per different delivery logistic

partners & the duties are levied as per the duty structure of the delivery country.

• This rate will be calculated at checkout & added to the MRP of the product(s).
• This shipping fee is non-refundable in case the product is returned. However, the

shipping fee will be refunded in case the order is canceled before it is processed.

 

4. Can I expect delivery on all days of the week?

• We ship 6 days of the week. The delivery of the orders can be expected on any of the

business days.

• No orders are processed on Sundays & National Holidays.

5.How can I track my package?

• Once the order is dispatched shipment details & tracking id will be texted to you. You

may simply check the status using the order tracking id by visiting the courier partner’s

website.

• In case you do not receive the delivery confirmation via text or face any issue in your

tracking id please get in touch with us via mail logistics@voganow.com or phone

+918699007809.

• Our logistics partners usually take up to 24-48 hours to activate the tracking code for an

order once it's shipped. Please check back in a while.

6. The order status says delivered, but I haven’t received my order.

• We only update the delivery status when an order has successfully been delivered. If

you haven’t received the delivery, please drop us mail on logistics@voganow.com with

your order id.

7. Can I accept the shipment after opening and checking the contents inside?

• This is not possible as per our policy. However, once you accept the order, you can

return it or get in touch with us in case you have any concerns.

• Please be advised that it is mandatory to make & share the parcel opening videos with

us.

8.How will my order be delivered?

• All orders are shipped through logistics companies, who deliver your order to your

doorstep.

• You can also collect your order from the store. To self-collect your order from any of our

stores in Jalandhar, Delhi & Ludhiana please contact us through phone +918699007809.

or via email at sales@voganow.com before dispatch.

9.I got a call from the logistics company (courier delivery company) asking me to collect my

order. What should I do?

• This happens only in cases where the PIN code is out of the delivery network area.

Please do collect your order if you can. If this isn't possible, the order will be cancelled,

 

prepaid orders will re-dispatch via Indian speed post courier after it returns to our

warehouse.

• Contact us for further information logistics@voganow.com or call +918699007809.

10.Will the logistics partner (delivery company/executive) call me before delivering my order?

• No. However you will receive an SMS alerting you that your order is out for delivery. You

can also track your order from there.

11. I was asked to pay an excess amount by the logistics company. What should I do?

• If you are being asked to pay more than the COD amount on your invoice, please don't

accept the order.

• You pay exactly the amount that shows in the invoice, there are no hidden charges.
• We will investigate the matter and be in touch with you about the same.

12. Do I have the option to check the content of the package before accepting the delivery?

• Sorry, but we don’t have the option of checking the contents of the package and then

accepting the delivery.

• Please write to us at logistics@voganow.com in case you face any issue after

accepting the package and attach a courier opening video along.

 

13.What happens if I am not available at the time of the delivery?

• Typically, 3 delivery attempts are made before the order is returned to our warehouse.
• Please make sure to add a working/alternative mobile number in the shipping address

while placing the order as it will help the delivery executive to get in touch with you or re-

schedule the delivery at your convenience.

14.Do you ship to multiple addresses?

• We only ship to one address per order.
• If your order contains gifts or items that require shipping to multiple locations, you will

have to place separate orders for each address.

• For corporate orders, please contact us through phone +918699007809. or via email at

sales@voganow.com.

 

15.Is it possible for me to change the address after I have placed an order?

• Yes, you can do so by informing us when we call you to confirm your order.
• In case you want to change the address after the confirmation call then please get in

touch with us on WhatsApp +918699007809 or via email at sales@voganow.com.

• Please note that once the order has been dispatched no changes can be made.