Frequently Asked Questions!

About Utkalaa.com

  1. What is Utkalaa.com?
    A. Utkalaa.com works with Odia artisans and craftsperson’s to contemporize and showcase their beautiful work to the world. When you buy from Utkalaa.com, you can be assured that you’re buying the item directly from its creator.
  2. How to get in touch with Utkalaa.com?
    A. Our customer service team can be contacted via email at admin@Utkalaa.com. For any enquiries please admin@Utkalaa.com
  3. What is company address?
    A. Company registered office situated at

UTKRITI ARTISANS PVT. LTD.
PLOT-722, ICE FACTORY LANE,

BHUBANESHWAR, ODISHA-751006

 

My Account and Website

  1. How to register as a user at Utkalaa.com?
    A. Please click on ‘Sign Up’, which is located on the top right hand side of the website. Registration should now be complete and you should receive a confirmation e-mail to the address you registered with.
  2. How do I update my details on Utkalaa account?
    A. Please click on the ‘Account’ tab on the top right hand side of the page. You will then be prompted to enter your account details. Scroll down to find your account information; click on ‘Edit’ to update your details and ‘Save’ once you are finished to save these changes.

 

Q.How to Order ?

A.Ordering from Utkalaa.com is easy!  

  • Find the item(s) you wish to order
  • Click on “Add to Cart”
  • Click “My Cart “to check out after you’ve added an item to cart (the cart icon is at the top right side of the screen)
  • Click on “Next”to Billing/Shipping Address
  • Enter your email address and password to sign in
  • Fill up Billing & shipping address and Click on “Next” to Payment

 

How to Place International Order ?

  • Find the item(s) you wish to order
  • Click on “Add to Cart”
  • Click “My Cart “to check out after you’ve added an item to cart (the cart icon is at the top right side of the screen)
  • Click on “Next”to Billing/Shipping Address
  • Enter your email address and password to sign in,  If you don’t want to Sign up Click on “Checkout as a guest user”
  • Fill up Billing & shipping address and Click on “Next” to PLACE ORDER.

.      As we will get your order details, our team will send you an email of products quotation along with shipping charges and payment mode.

 

 

  1. How I can get personal assistance to place the order?
    A. Our customer service centre is happy to assist you with your order on +91 8847804252 (10 AM – 6 PM) or you can also write to us at admin@Utkalaa.com.
  2. It is necessary to have an account to shop on Utkalaa.com?
    A. Yes, it helps us know you better and guide you to discover and enjoy our fabulous range of products.
  3. I am facing issue in placing the order online. What can i do?
    A. Our website is best supported by Chrome, Mozilla Firefox. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please do not hesitate to call our customer care team on +91 8847804252 (10 AM – 6 PM) or mail at admin@Utkalaa.com
  4. What are cookies? Do I need to enable the cookies in my browser?
    A. Cookies are small amounts of data that are sent from a website to your browser and stored on your computer’s hard drive. Your browser’s preferences usually have ‘cookies enabled’ (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers. Cookies need to be enabled on your browser to allow you to add product(s) to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer to protect your account information. You can log out by clicking the ‘Logout’ link in the top right hand corner of the page.
  5. Can Iplace the order over phone?
    A. Yes, you can place your order over the phone. Please call our customer care representatives on +91 8847804252 (10 AM – 6 PM) and they will assist you in the buying process.

 

Cancellations and Returns

Q.Can I cancel the order?
Cancellation of an order is possible only within 24 hours of placing order. Cancellation of an order is not possible if the order is shipped / if any customization is involved.; please contact our customer care team to assist you for the same.

  1. How to I initiate the return process?
    A. Please contact our Customer Care team to initiate the return process. You can contact us by either sending an email toadmin@Utkalaa.com or calling us at +91 8847804252 (10 AM – 6 PM).

RETURNS POLICY :

 

We have 7 days return policy and during which you can check the product when it is delivered to you and can return if you are not happy with it.

* You need to mention all the details about the product and order ID and email us @ admin@utkalaa.com with the reason for which you are returning it. As soon we receive return product on our warehouse we will process your refund. Refund of money will be processed within 7 business days.

* The product should not be damaged at the time of returning. If it is not in the same condition as it was sent, then it will not be accepted and we won’t refund the amount.

* The customer will bear the charges for returning the products.

* If you received any products in damaged condition please take a snapshot of damaged product and mail us at admin@utkalaa.com or whatsapp/Call us at +91 8847804252 within 24 hours of delivery. We will try to  replace you products within 7 days.

 

  1. What is the return notice period?
    A. Refund will be provided only in case replacement for the same product is not available.Please notify us of receipt of a Damaged/ Defective product maximum within 48 hours of delivery.

    Please do not accept any products with damaged/ tampered packaging (excludes normal wear & tear and markings on the outer surface of the package, acceptable in the transit process).

 

  1. Are there any conditions placed on returning a product?
    A. The returned product should be unused, in its original packaging, and in the same condition as you received the product.Every product and package is labelled with a serial number. This serial number must be readable and un-tampered on return.

    Returns will be accepted only for damaged/ defective products. You will need to inform us of any damages/ defects within 48 hours of delivery of the product, in order to receive the replacement.

  2. What can lead to cancellation of my order?

 

  1. When a product is rejected in our Quality Check process.
  2. When the product stock is exhausted with our vendors.
  3. When our logistic partners are unable to deliver to the desired delivery location.
  4. How do I return a product to Utkalaa.com?
    A. If you wish to return any product, please inform a customer care representative at Utkalaa.com. Products returned without our knowledge will be returned to the customer, and we will not be able to process the request.To return a product as per our return policy, please log in a request with our Customer Care team, either by sending an email to admin@utkalaa.comor calling us at +91 8847804252 (10 AM – 6 PM). Once a return request is authorized and approved from our end, please ship the product in a transit worthy packaging and we will intimate you to where to ship the product back.

 

  1. What if the packing of the product is damaged upon delivery?
    A. If you discover that the product packaging has been opened or is damaged, please do not accept the package and immediately notify our Customer Care team. We will offer a full refund, or send a replacement product, depending on your preference and product availability.

 

  1. What if the product has missing parts or defects?
    A. If you have received your product with missing parts, defects or accessories, immediately notify our Customer Care team. A replacement will be sent over to you as soon as possible. You will need to inform us of any missing parts/ defects within 48 hours of delivery of the product, in order to receive the replacement.

 

Refunds

  1. How long does it take to receive a refund?
    A. We will process your refund within 7 business days of receiving the returned product in its original packaging. The refunds period includes time taken to complete the refunds process byUtkalaa.com, but excludes any delays on part of banks/ card issuers, or shipment time in case of cheque refunds.
  2. How will I receive the refund?
    A. All refunds (except for cash payments) will be issued through the same transaction method used in the original purchase. For example, if you used a credit card as your payment method, the purchase amount will be issued to your credit card.Refunds for cash payments will be issued either through an account payee cheque in the customer’s name (given as “billing name” at time of purchase), or an online transfer via NEFT to customer’s bank account.
  3. I’ve still not received the refund to my bank account. Why?
    A. For orders that were paid through prepaid mode, the amount would be credited to your account/card. For C.O.D orders, the amount would be refunded to your account via NEFT. All refunds are processed and a transaction number is shared post which the said amount will be credited to your account within 7 business days. Please contact our customer care team on +91 8847804252 (10 AM – 6 PM) for further queries or mail us at admin@utkalaa.com.
  4. Can I place an item on hold for purchase at a later date?
    A. We provide you with the feature to create your own wish list where you can select product(s) for further purchase.
  5. When can I expect new product(s) to be listed on your website?
    A. We keep updating our product range, so we invite you to visit our website frequently.
  6. How can I provide feedback about a product?
    A. We look forward to hearing feedback about our product(s). You can find a section specifically designed for reviews on each product page. Additionally, you will find a widget to share your feedback on the left side of every page on our website.

 

Shipping and Delivery

  1. How long does it take for delivery?
    A. When you order from our website, we ensure that the order gets processed within 24 hours , although some products may take approximately 6 days , depending on the availability and gets delivered within the delivery time of the product, mentioned on the product page.
  2. Can I open the COD parcel before making the payment?
    A. We apologise, but we do not have an open delivery system at Utkalaa.com.In case you have any issues with the product, please feel free to get in touch with our customer care team on +91 8847804252 (10 AM – 7 PM).
  3. How can I track my order?
    A. Your order status is updated to you via emails at every step. You can also track your order by clicking on the option Track Order that appears in the left hand side of our homepage. If you are having trouble reading the emails or if you haven’t received any updates, please get in touch with our Customer Care Team immediately. Give us a call on +91 8847804252 (10 AM – 6 PM) or drop us an email at admin@utkalaa.com. An email is sent to you after the order is shipped that contains the tracking number and the service provider. Type the tracking number in the tracking section on the website of the service provider. The order status would provide detailed information on your package.
  4. How is the packaging done?
    A.Usually we provide all items in individual box packing along with our free personalized Utkalaa bag and we do standard export packing. Also we provide Gift Wrapping facility on your request, it will be charged extra as Rs.10 to Rs.20 for each piece. Give us a call on +91 8847804252 (10 AM – 6 PM) or drop us an email at admin@utkalaa.com.  For gift wrapping options.

 

  1. Can I return the order to the courier agent and take my cash back from him?
    A. We apologize but we do not have the facility of returning the product to the courier agent and take the cash back from him. In case you are not satisfied with the product, please contact our customer care on +91 8847804252 (10 AM – 6 PM) or drop us an email atadmin@utkalaa.com
  2. Will I have to sign for my delivery?
    A. Yes, you will be asked to sign a delivery form, in which you confirm that the product(s) was delivered in the correct condition (without obvious defects or damage).
  3. How can I find out if Utkalaa.com delivers to my PIN Code?
    A. Once you click on any product, on the right hand side there is a tab stating Check delivery estimate for your pin code. You can enter your pin code in that tab and find out whether we deliver in your area and the expected delivery time for your product.
  4. What if I am not home when my package arrives?
    A. Our shipping partner will leave a notice at your address notifying you of an alternative delivery or pick-up arrangement.
  5. Does Utkalaa.com deliver products outside India?
    A. We are delivering products outside India. Give us a call on +91 8847804252 (10 AM – 6 PM) or drop us an email atadmin@utkalaa.comfor further knowledge about the same.
    Q. My items haven’t arrived yet. What can I do?
    A. Please allow up to 15 business days for delivery from the day you received the order confirmation. Your order status is updated to you via emails at every step. If you are having trouble reading the emails or if you haven’t received any updates, please get in touch with our Customer Care Team immediately. Give us a call on +91 8847804252 (10 AM – 6 PM) or drop us an email atadmin@utkalaa.comAn email is sent to you after the order is shipped that contains the tracking number and the service provider. Type the tracking number in the tracking section on the website of the service provider. The order status would provide detailed information on your package. If, for any reason, our shipping partner cannot reach you, we will provide you with the instructions to collect the product(s) directly from our shipping partner. In these situations,Utkalaa.com reserves the right to cancel the sale contract, in which case, we will fully refund you the amount.
  6. How do I change my shipping address after my order has been placed?
    A. Kindly call our Customer Care Team on +91 8847804252 (10 AM – 6 PM) and tell us your new shipping address.

Q.Are there any additional Shipping Charges for Domestic & International Order?
A.* FREE SHIPPING WITHIN INDIA!
* International Shipping charges are extra and it depend on your order Qty, Subject, Country, Weight & Volume.  (We will inform you shipping charges through mail as per your inq.)

 

 

Payment

  1. What payment types do you accept?
    A. We support the following payment options: Cash on Delivery (COD), Credit card, Debit card and Net Banking , Amex cards , UPI through Atom payment gateway.

EMI scheme are not available at the moment. We are working with banks for the same. We will inform you once we will be ready with part payment options.

 

  1. How does Cash on Delivery (COD) work?
    A. We provide you the facility of making cash payments at time of delivery of the confirmed order. The payment will be required to be made to the delivery boy at time of receiving the product. Please ensure that the product packaging has not been tampered with, before making the payment and receiving the order. Kindly note you will need to make the payment before opening the product packaging.
  2. Do I have to pay any charges for availing Cash on Delivery (COD) service?
    A. Its free.
  3. How to apply a discount coupon on my order?
    A. Once you click on View your Cart, you would be directed to Proceed to Checkout. Above that option, there would be tab named Apply coupon? You can type the coupon or discount code in that tab and avail the discount.
  4. My coupon code is not working, what should I do?
    A. Our Customer Care Team would be extremely happy to serve you. Please call us at +91 8847804252 (10 AM – 6 PM) or drop us an email at admin@utkalaa.com.
  5. Can I avail the EMI option using my Debit Card?
    A. We apologise, but EMI option can only be availed through Credit Card if they are offering. For further details please get in touch with your bank.
  6. Is it safe to use my credit card on your site?
    A. We strive to ensure that every credit card transaction occurs within a secure environment.Utkalaa.com payment system has a 128-bit SSL security encryption certification. You can check the transaction is secure if a key lock is visible in the bottom right corner of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can be assured that your credit card or bank account information will be secured.
  7. My credit card details are not being accepted. What’s wrong?
    A. Please check with your bank or financial institution to rule out errors on their behalf. If problems persist, please do not hesitate to call our Customer Care Team on +91 8847804252 (10 AM – 6 PM).
  8. My computer hangs while processing payment. How will I know that my payment went through successfully?
    A. All successful transactions will receive a confirmation email. If you have not received confirmation via email, please try placing your order again. Alternatively, please do not hesitate to call our customer service centre on +91 8847804252 (10 AM – 6 PM).
  9. How do I use offers available on your website?
    A. Once you click on View your Cart, you would be directed to Proceed to Checkout. Above that option, there would be tab named Do you have a coupon? You can type the coupon or discount code in that tab and avail the discount.

Pricing & Taxing

  1. Do your prices include Taxes?
    A. All prices exclude taxes and will be added in the checkout option.
  2. Why is VAT being collected on my order?
    A. Value Added Tax (VAT) or Central Sales Tax (CST) is an indirect tax under Indian taxation system, and is levied by the state governments. VAT is to be paid by the ultimate consumer of the product.
  3. In case of cancellation /return, will the VAT amount charged be refunded to me?
    A. Yes, if you cancel / return your order, charged VAT amount will be refunded to you.

 

Privacy and Security

  1. How do I know if Utkalaa.com is a safe online shopping portal?
    A. We are highly committed to provide you with a safe transaction. We value your privacy and work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see our Privacy Policy.
  2. Will you store my credit card details?
    A. We do not store your credit card details.
  3. Can my information be sold to any third party?
    A. Your information will not be sold or passed on to third parties. Your privacy is important to us. Read more about how we protect your privacy under “Privacy Policy”.
  4. Can I make a credit/debit card or Internet Banking payment on utkalaa.com through my mobile?
    A. Yes, you can make credit/debit card payments through the Utkalaa.com mobile site.

 

 

 

 

 

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