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FAQs

We have answered the most frequent questions we have come across during the order process, payments, refunds, and exchanges. Have a look at it. If there's any other issues apart from these, feel free to contact us on support@rushbykira.com or Whatsapp

MY ACCOUNT & MY ORDER

HOW DO I PLACE MY ORDER?

To place your order, follow these steps :

1. Browse through our range of products until you find something you like. After you’ve chosen what you want, select the relevant size, if applicable. You can check out our size chart for reference.
2. Once you’re done, click the ‘Add To Cart’ button
3. After you have added all the products, click on the cart icon on the top right. You can either choose to continue shopping or confirm the order and click ‘Checkout’.
4. You will be redirected to your cart page where you will confirm your cart items.
5. Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Place Order’.
6. There you go! You got your order placed. Now sit back, relax while we pack and ship your order in 2 business days.

HOW WILL I KNOW THAT MY ORDER IS PLACED SUCCESSFULLY ?

1. Once you successfully place your order, you will receive a confirmation email with details of your order and your order ID.
2. You’ll receive another email once your order is shipped out. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive!

HOW DO I RECEIVE MY ORDER?

1. We have tied up with several reputed courier companies, so your orders will be delivered right to your doorstep within 5-12 business days depending on where you live.
2. All orders come in fully sealed packages to make sure that all your goods reach you in perfect condition

I TRIED PLACING MY ORDER USING MY DEBIT CARD/ CREDIT CARD/ NET BANKING. THE ORDER WAS NOT SUCCESSFUL BUT MY MONEY GOT DEDUCTED. WHAT’S HAPPENING HERE?ACCORDION TITLE

As a first step, kindly check your bank account to ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days.

For any other assistance/issues you can write to us at support@rushbykira.com or call us on our helpline, and we’ll help sort things out.

HOW SHOULD I CHECK THE STATUS OF MY ORDER?

1. To find out when your order is arriving, you need to first log in to your account. Click on the icon to the left of the cart (located on the top right corner) and enter your details.

2. Click on Orders to see the status of your current order (as well as your order history). You can also simply click on ‘Track Order’ on the top right, type in your order ID, and check your order status.

3. After your order has been successfully placed, you will immediately receive a confirmation and order details via email and SMS. Once your products have been shipped, you will be notified again via email and SMS.

4. In case there is any unusual event or complication that leads to a delay in shipping your order, you will immediately receive an update from our end- with reasons and the revised shipping and delivery timelines.

5. If there are any other issues/ delays that come up, or you need the order to be delivered urgently, write to us at support@rushbykira.com, we will see what we can do to help.

PAYMENT METHODS

IS IT SAFE TO SHOP ONLINE IF I MAKE PAYMENT USING NET BANKING, DEBIT CARD, OR CREDIT CARD?

All Credit Card, Debit Card, and Net Banking transactions are processed over a secure encrypted connection. Rest assured, your money is safe.

DO YOU GUYS TAKE UPI??

Yes! We also accept payments via UPI services like BHIM, Google Pay, PayTM, PhonePe, Whatsapp Payments,etc.

WHY AM I NOT GETTING ANY COD OPTION ON THE PAYMENT PAGE?

Unfortunately, due to our past experience with some customers, we have shut down Cash on Delivery and have fully shifted to Prepaid basis. In turn, we have made refund process much easier so that you can be rest assured.

ARE THERE ANY HIDDEN CHARGES?

There are absolutely NO hidden charges for any of our products- what you see is what you pay.

Except, product's price does include the Goods and Services Tax which is standard 5% rate for Tees and 12% for Hoodies.

WHAT SHOULD I DO IF MY PAYMENT FAILS?

In case there is a failure in payment, please retry and keep the following things in mind:

Please confirm if the information you’ve provided is correct i.e. account details, billing address, and password (for Net Banking); and that your internet connection wasn’t disrupted during the process.

If your account has been debited even after a payment failure, it is normally rolled back to your bank account within 10 business days. For any further clarification, you can email us at support@rushbykira.com

SHIPPING AND TRACKING

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?

Orders in India, once shipped, are typically delivered in 7-8 business days in metros, and 10-12 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).

Please Note: Due to the ongoing pandemic, our courier partners are working with limited staff. Delivery of your orders may be delayed by up to 15 days.

WHEN WILL MY PRODUCTS ON PRE-ORDER BE SHIPPED?

We ship pre-order products on the date given in the product description, as far as possible. However, there may be a slight delay in shipping in case of an unforeseen surge in demand or any similar issue. Rest assured, our customer service team will keep you updated on the status of your order.

ARE THERE ANY ADDITIONAL SHIPPING CHARGES?

Rush by KIRA provides FREE shipping for orders above Rs. 2000 in India.

HOW DO I TRACK MY ORDER?

You can track your order once it has been dispatched from our warehouse. An email and SMS will be sent with a link. You can also track it from your account on the website by Selecting ‘Orders’ from the top right corner and then clicking on ‘Track Order’ for the respective Order ID.

WHAT IF MY ORDER IS UNDELIVERED?

For prepaid orders, if our courier partners are unable to deliver the product and they send it back to us, we will initiate reshipping for the product.

RETURNS & EXCHANGE

WHAT ARE THE TERMS OF THE EXCHANGE POLICY?

• Exchanges are only applicable if a wrong size has been ordered, on the same product within a period of 15 days from the date of receiving the product. The shipping cost has to be borne by the customer.

• Exchange will be provided only in cases where the product is damaged when received. (T&C applied)
*As we do not have our own delivery service we rely on delivery partners like DTDC, Delhivery, eKart, etc In case of an exchange; the Delivery partner charges us for reverse pickup from the customer location and then additional delivery charges for delivering new product again to the customer location, As these charges are two-way; we request our customers to pay for one way charges i.e ₹100.

• In the interests of hygiene, we may refuse returns where it’s obvious that the item has been worn, washed or soiled. Defective products need not be sent back to us, unless confirmed by the Customer Service Team.(T&C applied)

• If there is a manufacturing issue, or if you have any other query regarding this, you can contact us on the number or email us on support@rushbykira.com

• In the interests of hygiene, masks, boxers and shorts are not returnable.

Stationary products like stickers are also a part of no return / no exchange products

HOW DOES THE EXCHANGE PROCESS WORK?

• Exchanges are only applicable if a wrong size has been ordered, on the same product within a period of 15 days from the date of receiving the product. The shipping cost has to be borne by the customer.

• You can initiate an exchange by applying for an exchange from your “My Account” page, Once a request has been submitted our team will assist you to complete the exchange process.

• As we do not have our own delivery service we rely on delivery partners like DTDC, Delhivery, eKart, etc In case of an exchange; the delivery partner charges us for reverse pickup from the customer location and then additional delivery charges for delivering new product again to the customer location, As these charges are two-way; we request our customers to pay for one way charge i.e ₹100. The shipping cost has to be borne by the customer.

• Please contact us on the Whatsapp number given on the website, Our team will help you.

WHAT IS THE REFUND POLICY FOR RETURNS OF ORDERS PLACED DURING A SALE?

If an order placed during a sale is returned to us, only the amount paid by you will be refunded only in Rush by KIRA wallet, not the current product price.

WHAT IS REFUND POLICY FOR PRE-PAID ORDER CANCELLATION?

If an order is cancelled before shipment, the refund will be done to your bank account and will reflect within 7-10 business days.

I HAVEN'T RECEIVED MY REFUND YET. WHAT SHOULD I DO?

We update our customers via email once we initiate the refund procedure.

Bank refunds will take 7-10 business days.

CANCELLATION POLICY

HOW DO I CANCEL MY ORDER?

If you want to edit your order we will not be able to change anything once shipped. For changes in the order before it has been shipped, please call us directly on the number and we will see if we can work it out for you.

COD Orders that have not been shipped can be cancelled by contacting our customer care.

For prepaid orders cancellation is not available.

MISCELLANEOUS

DO YOU TAKE BULK ORDERS/ CUSTOMISE PRODUCTS?

Yes, we absolutely do. You can email us with your order and design details at business@rushbykira.com

We’ll also try and work out a discount for you, depending on the quantity of your order.

WILL I AUTOMATICALLY RECEIVE MARKETING EMAILS FROM YOU AFTER REGISTRATION?

You will automatically get subscribed to our marketing emails and SMS’s after registering with us. In case you do not want to receive these, you can click on the unsubscribe link in the email.

I WANT TO PLACE AN ORDER BUT I DON’T WANT ANY PRICE TAG OR INVOICE ATTACHED AS IT IS A GIFT FOR SOMEONE. IS IT POSSIBLE?I WANT TO PLACE AN ORDER BUT I DON’T WANT ANY PRICE TAG OR INVOICE ATTACHED AS IT IS A GIFT FOR SOMEONE. IS IT POSSIBLE?

We have to leave the tags intact in case the person you’re gifting faces any issues and would like to return the product.

It is not possible to detach the invoices and tags but if you call us immediately after placing the order, our team can help you out.

If you want to add a note to the gift, please email the note to us at support@rushbykira.com and immediately contact us on our Whatsapp (mentioned at bottom of the page) so that we can add it before the order is shipped.

IS THERE ANY OPTION TO TRY THE PRODUCT BEFORE BUYING IT?

We only sell online so there is no try-and-buy option available. However, in order to make sure you in pick the right size, we have a size chart with measurements on our product pages. For any queries, please write to us at support@rushbykira.com.

I WISH TO ADD FEW MORE PRODUCTS IN MY ORDER. WILL IT BE POSSIBLE?

Once you have confirmed the order and we have accepted it, you cannot add any more products to your order. You will have to place a fresh order for the other products.

THE PRODUCT I WANT TO RETURN WAS BOUGHT ON DISCOUNT. WILL I GET REFUNDED THE FULL AMOUNT?

No. You will only receive the exact amount paid for the product.

IN CASE I RETURN THE PRODUCTS, WILL THE COD/SHIPPING/GIFTING CHARGES BE CREDITED BACK?

No. These are one time charges and are non-refundable.

WHAT IF I'M NOT AVAILABLE WHEN THE PICKUP IS BEING ATTEMPTED?

Our courier partner will attempt the pick up 3 times. You can let him know a convenient time to pick the product up.

CAN I COLLAB WITH RUSH BY KIRA?

We work with a limited amount of creators in the space. If you are someone who has a great audience, is driven to work with us not just for free goodies, then let's talk!

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