Returns & Exchange Policy

Sinderella endeavours to ensure that every transaction at our website is seamless. We take great care in delivering our products and adhere to the highest quality standards.

While we believe in selling premium quality and providing the best fit for all our products, we understand that quality and fit are personal to individuals and not everyone prefers the same fabrics and fit, hence at Sinderella, we provide product exchanges and cancellations.

EXCHANGE

  • We offer Exchanges on all our products except those that fall in the following categories due to hygiene concerns :
    1) Bodysuits
    2) Lingerie and Bralettes
  • We issue refund amount for the exchanged item in form of Store Credit for Cash On Delivery Orders which has a lifetime validity.
  • For Prepaid Orders the refund is in the original payment method.
  • All exchanged items must be unused, unaltered, unwashed and returned with original packaging and tags for hygiene reasons.
  • Packages that don't fulfil the above conditions will be rejected in QC and returned to the customer.

    RETURNS

    • We offer Returns on all our products except those that fall in the following categories due to hygiene concerns :
      1) Bodysuits
      2) Lingerie and Bralettes
    • For COD ORDERS refunds are issued via Credit Note/ Gift Card with a lifetime validity. (COD Charges are non refundable)
    • For Prepaid Orders the refund is in the original payment method.
    • In case the money has been refunded from our side and we have shared the refund transaction ID and It is still not credited in your bank account please seek clarification by writing to us on support@sinderella.in (Please note the resolution might take upto 7-15 working days as banks and payment gateway are involved)

     

    EXCHANGE PROCEDURE

    • You can apply for exchange/return of garment at Sinderella by raising a request on our exchange portal:
      https://sinderella.in/apps/return_prime
    • Once you click on the link you will asked for your Order no and registered Email/Contact
    • Upon filling these details you will see all your products eligible for exchange
    • Then you can select a reason for exchange/return, give additional remarks, share relevant images and select refund option as store credit and the exchange Request is successfully placed 
    • In case of defective or incorrect products it is mandatory to upload relevant images.
    • It may take 24-48 hours for your request to be approved/ rejected
    • Once your request is approved , the same will be picked up in 1-3 working days by our courier partner.
    • Please take a picture or video of the product while you are handing it over to the delivery boy as a proof for any disputes in the future
    • Please handover the item which the delivery boy has come to collect only.
    • If any unaccounted items are handed over , the same will not be our responsibility as the courier partners will deliver us only the item for which pickup is arranged.
    • It takes 4-8 working days for the package to reach our warehouse, depending on the location
    • It then undergoes a Quality Check
    • Within 48 hours of the package reaching our warehouse, we issue a Store Credit to the customer's registered email id
    • The COD charges are non refundable.
    • Lingerie And Swimwear are not eligible for Exchanges/ Returns/ Refunds.
    • Product/ Size changes are absolutely FREE
    • If , your request is rejected before pickup or at the QC stage you can seek clarification by emailing us at : support@sinderella.in

     

    SHOWS DELIVERED BUT NOT RECEIVED

    You are requested to track your package when it shows delivered on your email or sms. As per the recent update in courier companies policies throughout India, you are required to inform us within 3 days if your package isn’t delivered and shows delivered in the tracking for us to help you with the same. The courier company is not accepting any complaints post 72 hours marked delivery, and we will not be liable if there is delay in informing from your end.

    CUSTOMER CARE

    • We are available for customer support via email and our response time is between 10 am to 6 pm on weekdays (Excluding Public Holidays) . Our email id is: support@sinderella.in
    • Our customer care number (Whatsapp) is +91 8454842480. We do not have a call support number.


    NON AVAILABILITY OF ITEM

    • A pending order can be cancelled only if the same is delayed past the delivery time.
    • Cancellations are issued via Store Credit/ Gift Card only

    HOW TO HAND OVER AN EXCHANGE PARCEL

    • All exchanged items must be unused, unaltered, unwashed and returned with original packaging and tags for hygiene reasons.
    • Garments and Fabrics which don’t allow tagging can be exchanged without the tags.
    • Please make sure that the exchanged items are packed securely and safely to prevent any loss or damage during transit.
    • Please make sure that you include the shipping label while returning the parcel.

    COLOR DIFFERENCE 

    • The colour in images on the website can slightly vary due to product shoots in professional lighting.