FAQ

QUESTIONS REGARDING THE ORDER PLACED.


How long does it generally take to process an order?

Orders typically take within 24 hours to process during Monday to Friday 10AM-5PM, excluding Festive holidays or other weather calamities. However, if there is a payment issue it may take longer than 24 hours to process.

When is the cut-off time for the order to be processed and shipped out today?

The cutoff time is at 3:45 PM IST for the order to be processed and shipped out on the same day. (Time may vary depending on holiday scheduling)

My order hasn’t arrived. What should I do?

Your delivery should take no longer than 2-5 working days after the day you place your order. You can track your order directly through online delivery tracker of the shipping company or from the link on your order dispatch email. If you cannot find your parcel details, or you have another query, we will be happy to help you. You can contact customer services by telephone, live chat or email.

How can I check the status of my order?

To check the status to your eStore order, log in to your account and click on “My Account” and then click on “My Orders”. From there you can find your order that you want to check the status on and click “View Orders”.

How can I track my order?

There are two ways to track your order, one through tracking information via email and the other is under “My Account”. Once we have shipped your order out, you will automatically get an email notification that will include your tracking number. Another way to track your order is to login to your account at the estore and click on “My Orders”. From there you choose the order you would like to track and click on “View Order” and the tracking number should be on the page.

Can I change my order once it has been submitted?

Unfortunately, you cannot change the order once it has been submitted. However, you can cancel and place the correct order.

You will be able to cancel your order before we process your order. If your order is shown as Pending under your order status, then you’ll be eligible to cancel your order.

If your order is shown as Processing under your order status, then we you will not be able to cancel your order. If you would like to cancel an order when the status is shown as Processing, please contact us via live tawkto chat or email for support.

How do I cancel my order?

To cancel your order, please log into your account and go to "My Account" and then click on "My Orders". From there, you should be able to cancel your order unless it is in the "Processing" status already.

What does status Pending, Reviewing, Cancelled, Processing, or Shipped mean?

Pending: We are preparing your order for review.

Reviewing: We are reviewing your order for processing. You will be able to cancel your order.

Cancelled: Your order is cancelled and will not be processed.

Processing: We are preparing the order for shipment (you will not be able to cancel your order).

Shipped: We have successfully shipped your order out. The tracking number should be available on “My Orders” page.

May I combine two separate orders to save on shipping costs?

Sorry, you will not be able to combine two separate orders to save on shipping costs.

What happens when an item is out-of-stock?

If the item you wish to purchase is out of stock, please contact us through either tawkto chat or email and we will try to get back to you as soon as possible.

Who do I contact if I need to place a large volume order?

Please contact our live chat or send us an email through our Contact Us page for more information. We will send you a price quote for the same.

How to obtain price quotes for items on eStore?

There are two methods, one is via the shopping cart by following the instructions below or contact our live chat or send us an email through our Contact Us page. If you add the item with the desired amount to the cart and when you view the cart, you should see a hyperlink named “Print Quote” under “PROCEED TO CHECKOUT” button. Once clicked, it will generate a price quote for the items in cart.

How long is the price quote valid for?

The price quote is only good for the day the quote is generated.

Can I un-cancel an order?

No, canceling an order is permanent and you would have to place a new order.

Why was my transaction declined?

There are several reasons why the transaction was declined such as your bank/credit card company not approving the transaction due to insufficient funds, large purchase amount, invalid credit card number or expiration date. Please contact them to resolve any outstanding issues. Another reason could be a CCV mismatch where the card code (a three- or four-digit security code that is printed on the credit card) provided in a transaction does not match with the card code on file at the credit card issuing bank. If you still have any issues or concerns, please contact our live chat or send us an email through our Contact Us page for further details.

What does it mean my transaction was declined due to an AVS mismatch?

AVS mismatch means the billing address provided on your order does not match the billing address that is tied to the bank/credit card.

Do I need to set up an account to place an order?

No. You can order items without creating an account. You just need to click the ‘CHECKOUT AS GUEST’ button during checkout.

I’ve forgotten my password. What should I do?

If you have forgotten your password, ‘FORGOT PASSWORD’ instructions on the SIGN IN page

How do I know that the products you sell are authentic?

As all the products are checked before packing as well as packing, We can unconditionally guarantee that every item we sell is 100% authentic. Incase you have any doubt, please speak to customer support.

What payment methods does e-Store accept?

We accept Rupay, Visa, MasterCard, American Express, and Maestro credit and debit cards. Currently we do not have Cash on Delivery service. Please note that we do not accept any other methods of payment apart from those listed above.

Is it safe to use my credit card online at e-Store?

At the e-Store, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system.

Why is my order marked as ‘Pending’?

To avoid the risk of fraudulent transactions, all the orders and payments are reviewed by our online risk/fraud dept. Once your payment is approved, you will receive a notification via email and your order will be marked as ‘Paid’ automatically. The review process usually takes around 4-48 hours.

Can I change my shipping address after my order has been dispatched?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Can I add items to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

Can I order online and collect in office/store location?

We are located in Pune. Hence contact with the customer support for pick up from our office during working hours. For any other state/city/town we are Sorry but we don’t provide this service at the moment.

Are Shipping and handling charges included?

SHIPPING CHARGES are NOT included in the mentioned price (unless explicitly mentioned). In India, the shipping cost varies by region and is charged additionally in the bill raised during the checkout process. Please take care and note these charges.

Do you ship to USA or other countries?

Currently the logistics don’t permit us to provide this service overseas. We ship in India ONLY. For any other country please speak/tawkto with our customer support team.

How are your products priced?

Our prices are listed in Indian Rupees. The price you are charged will always be the current selling price for the items you have ordered. The cost of the product is displayed. Shipping costs are charged separately.

How can I contact customer services?

We hope that our FAQs and help pages will provide the answers to your questions, but if you can’t find what you’re looking for our Customer Services team will be happy to help. Customer Services can be contacted by phone, live chat or email. Please visit the contact us page for more information.

How do I cancel my order?

Once your order has been placed, it is not possible to cancel it before delivery.

How do I return an item?

Please click here for details of how to return items.

How long will it take?

While placing an order, an estimated delivery date is shown to you for your reference purposes. For latest delivery information please see our delivery & returns page .

How much does delivery cost?

Different locations have different delivery costs. The delivery cost is calculated instantly during the checkout process.

I e-mailed customer services, but I haven’t got a reply

Please allow at least one working day for us to deal with your query. You should also check the settings of your e-mail client or webmail account to make sure that our reply has not been blocked by your spam filter. To avoid this, you can add customercare@avantideshpande.com to your list of friends.

What happens if the product I’ve ordered isn’t in stock?

Our estore system is designed to ensure that stock levels are always accurate, and that products ordered are available. Unfortunately, there may sometimes be errors, and occasionally products which are available from our website may be out of stock in our warehouse. If this happens, we will only ship you any items from your order which are in stock. You will not be charged for out of stock items.

What happens if you can’t deliver to my address?

Sometimes there may be problems delivering to the address which you have given us. If this happens, we will contact you to discuss this.

Why do I need to give you an e-mail address?

We need your e-mail address in order to send you important information about your order, including order confirmations and tracking details. If you do not provide an e-mail address, you will not be able to order.

Do you share personal data with anyone?

Please refer to our terms & conditions and data security policy. We can assure you our system is GDPR compliant. Hence usage or storage of your personal details is safe and trustworthy. Anywhich ways we do not store your Credit card related information or such data on our system.

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