FAQ



ORDER TRACKING AND DELIVERY



How can I check my order status?
You can check the status of your order by clicking "Track Order" below.

How do I know my order is confirmed?
We will send you an email and SMS upon order confirmation. You can also check the status of your order by clicking "Track Order" below.

What are the different statuses in My Orders?
PLACED: Your order is placed
DISPATCHED: Your item has been handed over to the courier
DELIVERED: Your item has been delivered
CANCELLED: Your order has been cancelled
REVERSED: Your request to return/replace is in process
RETURNED: You have returned your item and received refund
REPLACED: Your replacement request is complete
COURIER RETURNED: The item is returned to KOOLCATT by the courier as undelivered

Can I change my delivery address after I place an order?
You can change your address any time before your item is shipped, from My Orders.Once we ship it the address cant be changed.
You can also check the status of your order by clicking "Track Order" below.

Can I open and check the contents of my package before accepting delivery?
Currently, this option is not available.

Are there shipping and delivery charges for my order?
Shipping and delivery charges may apply depending on the item you purchased, the price and your location. You will be informed at the time of placing your order.

What if my package is opened/tampered with?
If you feel that your package was opened/tampered with, please dont accept delivery. Please cancel the order in My Orders stating your reason. We will confirm your cancellation request.

Does KOOLCATT deliver to my location?
Enter your PIN code in the PIN code tool located on the items information page. It will confirm if we deliver to your location.

Delivery was attempted but I was unavailable. What next?
Dont worry, we will call you to check when you are available to accept the delivery. Our courier will also try to attempt to deliver your order over next 2 days. In case youre unable to respond to our calls, you can submit your delivery preference on My Orders.

Can I schedule the delivery of my order per my availability?
Yes you can. Our courier will call you when your order is out for delivery. Please let him know if you wish to reschedule.

Do you ship internationally?
Currently we do not deliver items internationally.

REFUND

When can I expect refund for my returned item?
Once we receive the original item, we will do quality check within 2 days and initiate refund. Refund to KOOLCATT wallet takes less than an hour and bank takes 4 business days at most. We will also keep you updated on email and SMS.

What are the different modes of refund available?
Refunds are made to the original modes of payment for:
� Netbanking
� KOOLCATT wallet
For cash on delivery, refund will be to your bank account or through cheque. E-Gift cards will be refunded in the form of E-Gift vouchers.

When can I expect refund for my cancelled order?
If you cancelled the order before shipment, we would start the refund almost immediately. Incase you cancelled the order after shipment, it might take upto 6 days to initiate the refund.
Refund to KOOLCATT wallet takes less than an hour and bank takes 4 business days at most. We will also keep you updated on email and SMS.

What are the details I must provide for a bank NEFT transfer?
You need to provide the following details:
Bank account number
Account holders name
IFSC code (mentioned on your bank cheques)

How can I submit my banks NEFT details if the link in the email does not work?
Dont worry! Write to us with your complete bank NEFT details in CONTACT US or email us at customercare@KOOLCATT.com

MANAGING ACCOUNTS & ALERTS
I dont remember my Password. Help!
Follow these steps to reset your password:
Click on Login in the drop down menu of Account
Select the Mobile number or email button
Click on Forgot password?
Enter your registered e-mail address or mobile number and we will send you a security code to reset your password
Enter the code and set a new password

What should I do if I have trouble with logging in?
Try this:
Check your login details. Your email address is your user name
If you forgot your password or its not working, reset it using Forgot Password link on the sign-in page
Ensure that your web browser accepts cookies
If the site is down, please log in again after some time
If you are still unable to login, please CONTACT CUSTOMER CARE.

CANCELLATION
How can I cancel my order?
Click on "Cancel Order" below. Choose the relevant order, select the reason and submit to initiate cancellation.

How will I get a refund for an item I cancelled?
If you already paid for your order, we will refund the money in the original mode of payment.
Can I cancel part of my order?
Yes, if you placed an order with many items, you can cancel delivery for each of them. But if it is part of a combo or clubbed with another item, the entire set/combo will be cancelled.

Can I cancel my order anytime before delivery?
Yes, you can cancel your order any time before delivery. Go to My Orders and click on Cancel next to the relevant item.

RETURN/REPLACEMENT
How can I return/replace an item?
Click on "Return/Replace" tab and select the reason to initiate return or replacement of your item. Our courier partner will pick it up from your place. Do keep the bill, product tags and packaging intact. You can return/replace an item within 7 days of delivery.

When will I receive my replacement item?
Once we receive your original item, we will do quality check and initiate replacement in 2 days. We will send you an email/SMS with the replacement details and delivery dates.

Will KOOLCATT pick up the item I want to return/replace?
Yes, we will pick your item up

Can I return/replace part of my order?
Yes. However, if an item is part of a combo offer, then the entire order should be returned/replaced.

What if my replacement item is out of stock now?
If the item is not available, we will initiate refund.

Do I also need to return the free gift when I return an item?
Yes, this will enable refund/replacement.

Is there any item not eligible for return/replacement?
Most items are eligible for return, except:
Used/washed/soiled items
Items returned without bill, original packing, price tags, accessories, etc.
Items which are part of combos/sets
Personal care and baby care
Books

PAYMENTS
What are the different modes of payment available?
You can use any one of the following payment methods:
Net Banking
Cash on Delivery