Frequently Asked Questions

Order

1)         How to place an order?

Shopping from us is easy!

 Select the product you’d like to buy. Create a login or proceed with guest login Add products to your cart or just hit Buy Now, Choose or Add delivery address, add a working phone number and email address. Use a preferred payment mode and confirm the order on www.cotwills.com Order will be confirmed as soon as your payment has been deposited in our bank account.

Happy shopping.

 

2)         How to place an order on Android/IOS?

So you are stuck in a traffic jam, or you are relaxing on a lazy Sunday afternoon. You don't feel like booting up your laptop in your free time. We have a great idea, listen to your playlist, relax and also shop for your favourite products on-the-go on our mobile responsive website.

 

3)         What is 'My Account'? How do I update my information?

It is easy to update your cotwills.com account and view your orders any time through 'My Account'.

'My Account' allows you complete control over your transactions on cotwills.com

Manage/edit your personal data like address, phone numbers, and email ids, Change your password

You can track the status of your orders

 

4)         How to track my order?

 You can view the status of your order by going on your Order my order page.

1. Please visit this link: http://www.cotwills.com/sales/order/History

2. Enter Your Order Number and get tracking ID, enter this tracking id on respective shipping service website.

Status of Order:

A) NEW - Your order hasn't been processed yet.

B) PENDING - Your order has been processed and is waiting on the warehouse keeper to dispatch your order.

C) DISPATCH - Your order has been dispatched. You should receive or should have received an email at this point with the tracking Information.  Please call / visit Courier partner’s website OR receiving courier / transport branch to get latest update on where your courier / Parcel has reached.

d) COMPLETE - This is an estimate that you have received your package and order has been marked as complete by the warehouse keeper. Please contact us immediately in case you have not yet received the item

 

5)         Can I order a product that is 'Out of Stock'?

Unfortunately, products listed as 'Out of Stock' are not available for sale. Please use the 'Notify Me' feature to be informed of the product's availability with sellers on cotwills.com

 

6)         Can I accept the package after checking the contents inside it?

Sorry, as per company policy, a package can’t be opened before delivery is accepted.

But you can accept the package & get in touch with us later in case you have any concerns.

 

7)         My order is delayed. What should I do?

On the rare occasion that your order is delayed, please check your email & messages for updates. You can call receiving transport OR courier branch for delayed reason.

You can also track its status by visiting My Orders

 

8)         Does cotwills.com deliver internationally?

Right now for bulk quantities we deliver internationally. (Container basis full load / part load)

For small quantities we will launch this feature soon.

 

9)         Will the delivery be re-attempted if I’m not able to collect my order the first time?

Yes, you can contact receiving branch for the exact delivery time. We’ll make sure that the delivery is re-attempted the next working day if you can’t collect your order the first time.

 

10)     I found the package open and the product seal broken OR product is not as ordered what should I do?

If the item is ok and you are satisfied, no need to replace or claim, however you can inform us & Share your experience so that we can be more careful next time.

If the item is not ok OR you are not satisfied

You can request for the item to be replaced or returned by visiting My Orders. Use the ‘Return’ option here & fill out the details of the issue so that we can help you. Please don’t resend the ordered product without informing us.

 

11)     What should I do if my order is approved but not yet dispatched for a long time?

Please contact our Customer Support so that we can look into this.

 

12)     How do I know my order has been confirmed?

We’ll send you an e-mail & SMS once you’ve successfully placed your order!  We’ll also let you know as soon as the seller ships the item(s) to you/warehouse along with the tracking number(s) for your shipment(s).

 

13)     I haven't received the invoice for my order.

A hard copy of the invoice is sent along with your order. If you have not received a hard copy you can request for a soft copy by Contacting Us

 

14)     Why am I not able to track my order?

Please check after 24 hours as the tracking ID for your order will take some time to be activated once it’s shipped.

 

15)     Can I change the delivery date of my order?

Unfortunately, we are unable to honor requests for specific delivery dates, however rest assured that we will deliver by the promised delivery date.

 

16)     We may refuse to accept an order:

Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our accounts and fraud avoidance department. We may also require additional verification or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after the payment has been charged for, the said amount will be reversed back in your bank account / credit card / debit card etc. In the event that a non-delivery occurs on account of a mistake by the customer, i.e., wrong name or shipping address, any extra costs towards re-delivery shall be claimed from the customer by cotwills.com. Any orders placed for delivery to non-serviceable areas for our Logistics partners will attract additional charges over and above those appearing in normal shipping and will be charged extra. Delivery will be attempted on the best effort basis.

 

Customer can cancel the Order, if it has not been shipped by cotwills.com already.

 

Return

1)         How can I Return/Exchange a defective/wrong product?

A)     Login to your account on Desktop / Mobile Website. Click here to login.

B)      Enter your email address and password. In case if you have forgotten your password then click here. You will receive an email to reset the password.

C)      Once you are logged in, go to My Orders and Select Your Order to Return.

D)     Click On I agree button after reading the return policy.

E)      Select the items you want to return and quantity of items.

F)      Select an option from the Reason menu, and then add any additional information in the Notes box.

G)     Select Refund or Replacement or Coupon and submit the form.

H)      Upload image of product in case your reason for return is defective/wrong product/print color mismatch and submit the form.

I)        If your order payment mode was Bank Deposit or you will have to enter your bank details for NEFT to Bank Account. And please confirm that, items you are returning is unused, not damaged & within 3 days you are returning the item. Click On I agree button after reading the return policy.

J)       After filling all details if you see Return to us then, you may now ship the products return to us. If you see waiting for our call, then wait for our call we can assist you on call and further procedure.

K)      After shipping, you will have to enter the courier name and tracking number on our panel. You may also follow the link which is sent to you in email after creating your return request.

L)       After submitting tracking information your return request will be verified by our team. Our team would review the tracking details and revert within 48 hours after receipt of returned product.

 

2)         How do I cancel an order?

The order can be cancelled within 24 hours from the time of order placement. Customer can cancel the Order, if it has not been shipped by cotwills.com already. To cancel the order please contact the Customer Support

 

3)         How much time does Refund take?

All Refunds are processed in 15-20 working days max. Refund is processed once the product is delivered back to the vendors and customer has shared the details required for refund. Below is the details required to process refund.

 

Domestic:

If payment is made via credit/debit card - Please share the correct tracking details once the product is returned. Once the details are received the refund process is initiated.

 

If payment is made via Bank deposit OR manual Bank transfer - Please share the correct tracking details once the product is returned. Also, please share account details with

Name on Account

Bank Name

Branch

IFSC Code

Account Number used for NEFT Transaction

Note: Name of account should be the name on which order is booked. Once these details are received the refund process will be initiated.

 

International:

Due to Import and Export regulations and restrictions, cotwills.com is unable to extend its Returns Policy for any items delivered outside of India.

 

4)         How can I know the status of my refund?

For cancellation before shipping, refunds are processed immediately. If the order has been shipped. Refund will be processed as soon as the ordered goods has been returned.

 

5)         What are the modes of refund available after cancellation?

We offer refund methods as per your payment mode.

Wallet – Not available yet

Back to source - In this case, the amount will be refunded to the payment mode that was originally used to pay for the order.

NEFT transfer - Available for all bank deposit OR manual payment orders. As per policy, cash refunds are not possible.

Store Credit - In this case, the amount will be refunded in the form of store credit which can be availed in the next purchase.

 

 

Shipping

 

1)      What is the estimated delivery time In India?

The estimated delivery time in India is 8-10 Calendar/Working Days

 

2)      What are the shipping charges for deliveries in India?

Shipping charges in India is dependent on location, volume and weight of the item purchased

 

3)      Deliveries within India

cotwills.com delivers orders to all pin codes via Fedex, Gati,  Bluedart , DTDC and other courier partners. For small quantities (Apx below 50 Kgs)

 

Pin codes that are not covered by above mentioned shipping companies are shipped via Speed Post / India Post.

 

For bulky orders (More than 50 kgs),

You can suggest us transporter to deliver products at your place, We won’t take any shipping charge at the time of placing order, if you select this option. Normally transporters works on to-pay basis (To-pay means, buyer (You) have to pay transportation charges while receiving delivery from receiving branch of transport / courier) If To-pay facility is not available then we will demand from you the shipping charges demanded by your said transporter.

 

Our location is,

Akshay Cotton mills,

400 Somwarpeth, Behind Radhakrishna Temple, Madhavnagar 416406. District: Sangli, Maharastra, India.

You can check with your nearby transport that, which transport / Courier has booking at this location, we will send your ordered goods to your said transporters booking branch at our place. He will deliver the goods to delivery branch at your place. You have to take self-delivery from delivery branch at your place once goods received at your transporters delivery branch.

 

Feel free to place your order and we'll try best it gets delivered to you on time!

 

 

4)      Packaging and Privacy of the product you purchase.

Product Packaging DISCREET PACKAGING we pack your items in an opaque high strength un-tear able poly bag or corrugated boxes as per volume of order. We don't put any indication of product name in the package on the packaging box. This ensures complete privacy of your order and safeguards quality and packaging of your order. This is done FREE OF CHARGE!

We will be attaching the invoice inside the box in for all orders.

 

3-4 Days Local and 15 Days pan-India Delivery Guarantee! We offer a local (within NCR) "3 -4Days Delivery" and Other part of India "15 Days", International Delivery will be from "7-15 days" as per the country on most products bought on the site. The products ordered will be at your doorstep within 7 business days (Monday to Friday) except international, of your payment having been cleared. For orders which are placed using Credit Card/Net Banking Payment Option and are under Verification, the guarantee is applicable post the Payment has been verified.

 

5)      What is not covered in the delivery guarantee:

Delivery delays due to customer unavailability or discrepancies in billing address or failures in providing contact number for delivery. (If the courier has come to the shipping address within seven business days and not been able to get delivered. The courier may or may not contact you before coming - that is something we have no control over).

 

Delivery to certain areas eg. North Eastern states, J&K, Remote areas in Hills etc. may have a longer delivery period due to lack of accessibility, poor weather conditions, security reasons etc.

 

6)      I want to hide contact details of supplier and I want to deliver product to my buyer.

Somewhat this is possible. For this purpose you have to send us invoice copy, & Eway bill (In case of bulk order) of the goods you sell to your buyer. This invoice copy is needed while delivering goods to transporter. As per your instruction we will not inform your buyer regarding our company, we will take care of your privacy, however this method is not 100% Successful, as many peoples (other than company) are involved in a single transaction.

 

For 100% privacy of your business, you have to take delivery of your products at your place and forward it to your customer with your invoice, waybill, and delivery details.

 

7)      Can I change my shipping after placing the order?

Please be advised that your shipping address cannot be revised after the order has been dispatched and the acknowledgement has been sent.

 

8)      I want to split delivery to other multiple location.

This can be done, we may charge you for this, and it depends upon volume of goods you want to send at single location. For this you have to contact us.

 

9)      I want to join multiple orders in one delivery.

This possible for this you have to contact us.

 

10)   I have place order now, but I want products after few days.

We can hold you goods maximum 5 days, from 6th day we can initiate our dispatching procedure.

 

If the product(s) you have ordered do not arrive within 15 days of placing the order, cotwills.com except no liability unless you have contacted us via email within this period.