Browse Help Guides

  • How do I track the progress of an order?

    Once your order has been shipped, you will receive an email and an SMS notification with details of the order. You can track the shipment by clicking on the link provided in the email.

    You can also track your order by visiting www.pepperfry.com and clicking on the Track Your Order link located in the upper right-hand corner of the website. From there, you can either login, or type in your order information to get tracking.

  • My shipment shows delivered but I have not received the order. What should I do?

    All orders delivered by us have a proof of delivery with signatures by the person who has accepted the order. In case you haven't received your shipment, please check with family members, neighbours, security, the mail room, reception, and anyone else who may have accepted the order on your behalf.

  • I am unable to track my order after receiving the tracking number (AWB)?

    Pepperfry generates and sends the tracking number (AWB Number) as soon as our courier partners collect the package from the warehouse. However, the courier partners may take between 24 to 48 hours to update the tracking details on their website and hence, your order may not be tracked during this period. If your package was recently shipped, try using the AWB number after 24 hours.

  • What does it mean when my order is ‘Pending Verification’ or ‘Awaiting Confirmation’?

    Don’t worry if your order status reads Pending Verification or Awaiting Confirmation.

    Sometimes due to technical issues at the payment gateway or at the bank’s end, your online payment does not reach us immediately. In such a case, your order status shows Pending Verification. If the amount has been debited from your account, you may need to wait for up to 3 working days for the payment to be confirmed to us by your bank.

    If the payment has not been debited from your account, please call us to cancel your pending order and complete the purchase of your chosen item by trying the online payment option once again or through an alternate payment option.

    If a coupon was used in a Pending Verification order, then the coupon can only be re-used for another order if the pending order has been cancelled.

  • Can I change my shipping or billing address after an order has been placed?

    For confidentiality and legal reasons, the shipping or billing address cannot be changed once an order has been placed. In case you have changed your address between ordering and receiving a product, you may reach out to us and and we will do our best to help.

  • What happens if the furniture I bought on Pepperfry is received damaged or has a manufacturing defect?

    If the furniture is damaged or has a manufacturing defect, Pepperfry will process a '100% Money Back' for the product. Please read our MUDRAMARK Quality Seal and 1-Year Warranty “here”.

  • What do I do if the item that I received is damaged?

    If the product received is damaged then bring it to the notice of the delivery personnel immediately. In case you notice the damage later, please refer to our Return Policy.

  • What do I do if the item I have received is incorrect or has parts missing?

    If you think that the item received is not the one you ordered, bring it to the notice of the delivery personnel immediately. In case you notice this after the delivery personnel have left, please get in touch with us and we will do our best to help.

  • What products can I purchase using the registration coupon?

    On registering with Pepperfry, you get one coupon in your email inbox to shop on Pepperfry worth more than Rs 10,000.

    This coupon is valid for 3 days and come with the following benefits:

    • Additional 25% off (up to Rs 10,000) on any purchase, applicable on Furniture, Home Decor, Furnishings and Lamps & Lighting. This will not be applicable anywhere else apart from items aforementioned. The coupons mentioned will not be applicable on Be Free From MRP Items.
  • What do I do if a coupon issued by Pepperfry is not working?

    Your coupon may not be working because of any of the following reasons:

    • The validity of the coupon may have expired
    • The coupon may have already been used
    • The coupon may not be applicable on certain deal items and items marked BFFM. These products are already at their best price and hence, coupons are not applicable on them
    • The coupon will not work if the Shopping Cart Value is less than the value required for the coupon to be applicable. For instance, if the coupon is be valid only for purchases above Rs 1,000, then in such a case, the coupon will not be applicable for cart values less than Rs 1,000
    • The coupon may be linked with a user account (or email) to which it was sent. Log in to the correct user account to avail the coupon discount
  • Can I use multiple coupons on the same transaction?

    Only one coupon can be used on a single transaction or a cart. You can, however, add multiple items to one cart to use one coupon and avail discounts.

  • Why is an item not available for shipping to my location (pin code)?

    The shipping of the item for your pin code might not be available due to any of the following reasons:

    • The merchant selling on Pepperfry does not offer installation/service/warranty of the products across India and hence, restricts it to certain pin codes
    • State regulatory issues, legal restrictions or any other compliance-related reason
    • Non-availability of a reliable shipping partner for your location
  • How do I check the status of my refund?

    You can check the status of a refund through the Need Help option:

    • At the top of every page on Pepperfry, you will see a Need Help link
    • Click on Need Help > Return Item and Check Refund Status
  • How do I return an item?

    If you are not satisfied with your purchase, you can send it back and get a refund. 100% Money Back Guarantee is applicable within 30 days of the receipt of product. The time frame starts from the date the product was delivered as per the confirmation received from our logistics team or courier partners.

    • For Furniture: Returns can be made if the product is defective, damaged, or if the dimensions are not as described on the website or if it is not as expected.
    • For Other Products: Returns can be made if the product is defective, damaged, or if the dimensions are not as described on the website
    • On certain items like Appliances and Electronics: Seller’s or brand's warranty may supersede Pepperfry 100% Money Back Guarantee

    Please send us photographs of the items to ascertain the reason for return which can be initiated from the Need Help? section:

    • At the top of every page on Pepperfry, you will see a Need Help link
    • Click on Need Help > Return Item and Check Refund Status
    • Select a reason for return
    • Upload supporting photographs of item and hit Return Item
    • Our representative will call you within 24 hours
    • A reverse pick up will be initiated as soon as the refund is validated

    We request you to retain all packing materials unless instructed otherwise by our team. Refunds will be processed only after we have collected the item(s). Please allow up to 7 days for reverse pick up and subsequently to process the refund.

    Once the pickup is done, refunds will be processed within 24 to 48 hours. Depending on the mode of payment you used, banks and payment gateways usually take between 7 to 10 working days to credit the amount to your account.

  • Instead of Refund for the product, can you send me a replacement or can I exchange the item?

    Due to logistic reasons, we do not offer exchange. You can get a 100% refund for your product and then order a new/desired product on Pepperfry again.

  • Can I purchase items in bulk from Pepperfry?

    Yes, you can purchase items in bulk and what makes it even better is the additional discount you get on purchases. For more information visit our “Buy in Bulk” page.

  • Can the furniture be customized?

    We have an enormous range of products across the various categories and while our Design Consultants in select cities will work with you to customize Room Designs, we are unable to customize products.

  • How do I get more information about an item before I place my order?

    In case you have questions about a product, please write to us anytime on tellus@pepperfry.com and we will get back to you within 24 hours. You can also chat with us between 9AM and midnight on our website by going to the 'Need Help?' page and clicking on 'Live Chat'.

Example: Coupon code, Returns, Damaged Product

Call Us 9 AM - Midnight

022-6157 6157

Live Chat

Chat online now

Email Us

tellus@pepperfry.com

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Frequently Asked Questions

  • How do I become a registered member of Pepperfry?

    To register, click on the 'Register' link on the top right hand side of the page. This will open a window where you fill in basic details, choose a password and click on 'Sign Me Up' button. That's it! You will become a registered member of Pepperfry.

  • What are the benefits to registering with Pepperfry?

    On registering with Pepperfry, you immediately get One coupon worth more than Rs 10,000 in your email inbox to shop on Pepperfry.

    This coupon is valid for 3 days and provide below benefits:

    • Extra 25% off (up to Rs. 10,000/-) on any purchase, applicable on Furniture, Home Decor, Furnishings and Lamps & Lighting. This will not be applicable anywhere else apart from items aforementioned.
    • The coupons mentioned will not be applicable on Be Free from MRP Products.
    • You can save your favorite products in 'My Wishlist' for easy purchase in future
    • If you choose to, you can get regular updates on the new arrivals, offers and relevant information for you

    As a registered member of Pepperfry, you do not need to enter your details like address every time you order. It is saved in My Account.

    You can track all your orders by logging in to My Account with user email id and password.

    You can save your favorite products in 'My Wishlist' for easy purchase in future.

  • Is it safe to use my credit card or provide bank details on Pepperfry?

    Yes, it is completely safe to pay on Pepperfry using your credit card, debit card or through a bank transfer. We follow RBI guidelines for online payments including using 'MasterCard 3D Secure' PIN and 'Verified by VISA' PIN. Pepperfry is a PCI DSS compliant ecommerce company and does not store any customer credit card or financial information on its servers. All transactions are processed through secure bank servers, which are PCI DSS- II compliant thereby, providing the highest level of security while processing your online payments.

  • What do I do if a coupon issued by Pepperfry is not working?

    Your coupon may not be working because of any of the following reasons:

    • The validity of the coupon may have expired
    • The coupon may have already been used
    • The coupon may not be applicable on certain deal items and items marked BFFM.These products are already at their best price and hence, further coupons are not applicable on them.
    • The coupon will not work if the Shopping Cart Value is less than the value required for the coupon to be applicable. For example - if the coupon is be valid only for purchases above Rs. 1000, then in such a case the coupon will not be applicable for cart values less than Rs. 1000
    • The coupon may be linked with a user account (or email) to which it was sent. Login to the correct user account for availing the coupon discount

    For any help, please call us between 9 AM and midnight on 022-6157 6157.

  • What are the various methods available for making payments on Pepperfry?

    Following Payment Options are currently available on Pepperfry:

    • Internet Banking [54 leading banks in India]
    • Visa, Master, American Express and Diners Credit Cards
    • Debit Cards issued by all leading banks in India
    • PayUMoney
    • Easy EMI Options by Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered, ICICI bank, State Bank of India and Induslnd credit card holders
    • Cash On Delivery
    • CashPay – Cash collection by a third party at your doorstep
    • Online Wallets - currently, through Mobikwik & Paytm
    • Part Pay
  • Why is the Cash On Delivery option not available for all products on Pepperfry?

    Most of the furniture items on Pepperfry are 'Made to Order' and hence, merchants need an advance payment before they start making the product. Hence, Cash On Delivery is not offered on any of the furniture items on Pepperfry.

  • What are the Equated Monthly Instalments (EMI) payment options available on Pepperfry?

    The EMI facility is available for all Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered, ICICI bank, State Bank of India and Indusland credit card holders. The current EMI facility is available for 3, 6, 9, 12, 18 and 24 months for the Citibank Card holders and for 3, 6, 9 or 12 months installments for others.

    The minimum order value to avail the EMI payment option is Rs 3,000. There is NO processing fee charged by Pepperfry for availing EMI payment option.

    The Bank charges annual interest rates (as per the table below) according to the reducing monthly balance. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the balance outstanding.

    Bank 3 Months 6 Months 9 Months 12 Months 18 Months 24 Months
    HDFC Bank 12% 12% 13% 13% Not Available Not Available
    ICICI Bank 13% 13% 13% 13% Not Available Not Available
    Axis Bank 12% 12% 13% 13% Not Available Not Available
    HSBC Bank 12.50% 12.50% 13.50% 13.50% Not Available Not Available
    Kotak Bank 12% 12% 14% 14% Not Available Not Available
    Standard Chartered Bank 13% 13% 14% 14% Not Available Not Available
    Citibank 13% 13% 15% 15% 15% 15%
    SBI 14% 14% 14% 14% Not Available Not Available
    IndusInd 13% 13% 13% 13% 15% 15%
  • What happens if I am not satisfied with the product bought on Pepperfry? What is Pepperfry's Returns Policy?

    We do our best to make sure that you love the purchase made on Pepperfry. If you don't, send it back (for free!) and get your money back. Please contact our customer support team on +91-22-6157-6157 between 9AM and midnight or refer to Returns Policy.

  • Do I need to pay Shipping Charges for purchases on Pepperfry?

    There are no Shipping charges for orders above Rs.499. Orders Below Rs.499 attract a charge of Rs.29 and for COD orders the charge is Rs.59.

  • I just received an email with a tracking number but I am not able to track the order on the courier website. What should I do?

    Pepperfry generates and sends the tracking number [AWB Number] as soon as the courier partners pick up the package. However, the courier partners may take 24 to 48 hours to update the tracking details on their website and hence, your order may not be tracked during this period./p>

  • Why are taxes being charged when I apply a coupon code?

    The discounts are not exempted from taxes. So the taxes, applicable on coupon discount paid to the government by us, are charged when you apply a coupon code.

  • Why is the tax bifurcation not shown at the time of purchase?

    The tax is shown on the checkout page when the discount coupon is applied. Tax is only applicable when there is a discount.

  • What's the exact discount I am getting for my purchase?

    The exact discount you will be getting is the coupon code discount amount minus the taxes which are applicable.

  • Why is the product not available for shipping in my Pin Code?

    The shipping of the product for your pin code might not due to any of the following reasons: The merchant selling on Pepperfry does not offer installation/ service/ warranty of the products across India and hence, restricts it to certain pin codes

    State regulatory issues, legal restrictions or any other compliance related reason Non-Availability of a reliable shipping partner for your location

  • Why did Pepperfry cancel my confirmed order?

    Pepperfry sources products from several merchants spread across the country. While our team does its best to ensure that the products are available with the merchant at all times, and that the regular stock updates are done, there could still be a possibility of your order getting cancelled due to one or more of the below mentioned reasons:

    1. The product is rejected at our fulfillment center due to Bad Quality and the merchant is not able to arrange for a fresh product within the promised shipping timeline as shown on the product information page
    2. The product is Out Of Stock with our merchant/li>
    3. Our logistic partners are unable to deliver the product to the desired delivery location due to some circumstances
  • I am not satisfied with the product and want to return it; what do I need to do?

    If you are not satisfied with your purchase, you can send it back and get a refund. 100% Money Back Guarantee is applicable within 30 days of the receipt of product. The time frame starts from the date the product was delivered as per the confirmation received from our logistics team or courier partners.

    • For Furniture: Returns can be made if the product is defective, damaged, or if the dimensions are not as described on the website or if it is not as expected.
    • For Other Products: Returns can be made if the product is defective, damaged, or if the dimensions are not as described on the website
    • On certain items like Appliances and Electronics: Seller’s or brand's warranty may supersede Pepperfry 100% Money Back Guarantee

    Please send us photographs of the items to ascertain the reason for return which can be initiated from the Need Help? section:

    • At the top of every page on Pepperfry, you will see a Need Help link
    • Click on Need Help > Return Item and Check Refund Status
    • Select a reason for return
    • Upload supporting photographs of item and hit Return Item
    • Our representative will call you within 24 hours
    • A reverse pick up will be initiated as soon as the refund is validated

    We request you to retain all packing materials unless instructed otherwise by our team. Refunds will be processed only after we have collected the item(s). Please allow up to 7 days for reverse pick up and subsequently to process the refund.

    Once the pickup is done, refunds will be processed within 24 to 48 hours. Depending on the mode of payment you used, banks and payment gateways usually take between 7 to 10 working days to credit the amount to your account.

  • How do I track my order after it is dispatched by Pepperfry?

    Once your order is shipped you will get an email and an SMS with details of the Air Way Bill Number (AWB). You can track the shipment by clicking on the link provided in the email.

    You may also, track your order by visiting www.pepperfry.com and clicking on "Customer Support" link from the top menu bar. On the Customer Support page, enter your order number and your registered mobile number under the 'Track Your Package' section.

  • Can I cancel a confirmed order on Pepperfry?

    Our merchants start processing the order as soon as they get intimation from us and hence orders once confirmed cannot be cancelled however In an unforeseen situation where you need to fully or partly cancel your order, cancellation can be done within 24 hrs from the date of receipt of order for this item on Pepperfry.

What is CashPay?

  • What is CashPay?

    Using the option of CashPay – you can now pay for your order from the comfort of your home using cash. For this payment method, the eligibility conditions are:

    • Your Order amount should be greater than Rs.10,000 and less than Rs.1,00,000
    • All the payments should be completed within 3 days of the placing the order.

    This will work in the following way:

    • Our partners will call you for scheduling the pick up
    • The pickup will be between 10 am to 4 pm on working days (Including Saturdays)
    • You will check the third parties ID card (Our third party is Radiant)
    • You will cater the exact order value amount
    • You will get a receipt confirming payment
    • We will confirm the payment within 48 hours

What is PartPay?

  • What does PartPay option mean?

    Using PartPay option you can pay a part of the payment upfront and the remaining on delivery. This option is available only on select products in select locations.

  • How do I avail the PartPay option?

    You can avail the part payment option by clicking on PartPay when selecting a payment method to pay if your product qualifies for Part payment.

  • How do I pay the amount due on delivery?

    You can pay by credit/debit card only, using the mobile point of sale devices available with our delivery personnel.

  • Can I pay the amount due on delivery through cash?

    No, The payment has to be made only by credit/debit card.

  • Are there any charges for using the Part Payment option?

    There is a nominal fee of either 5% of the amount to be paid or Rs.1000 whichever is lower for any item you purchase using the Part Payment option.

  • Why am I not able to see the Part Payment option while making payment?

    The Part Payment option is launched in select areas as of now. We are expanding our reach and will be reaching your locality soon, Keep an eye out.

  • How does Part Pay works?

    1. On the product page, please enter the pincode of your shipping address to see if PartPay Option is enabled.
    2. If PartPay is enabled for the product and your shipping pincode, you can add the product to your cart. PartPay Option will be available at Check-Out.
    3. You pay 20% at checkout. A convenience fee of 5% of paid value or Rs. 1,000, whichever lesser is applied and added to your cart.
    4. Order gets confirmed
    5. Order is processed for delivery through our supply chain.
    6. Delivery is scheduled, you will be notified of the same with a call.
    7. Order is delivered and the remaining amount is collected through swiping credit/debit card. NOTE: Cash will NOT be accepted.
    8. An SMS will be sent to you with a link for an electronic challan

Furniture Upgrade Program

  • What is Furniture Upgrade?

    Furniture Upgrade solves the your biggest concern around buying that new and perfect furniture item for your home.

  • What do I do with my old furniture?

    We are here to take that worry off your plate: we will help you donate your old furniture via selected NGOs, to the less privileged. And since no good deed should go unappreciated, we will offer Upgrade Points for your old furniture, which you can redeem against selected items on Pepperfry.com.

  • How do I avail Furniture Upgrade?

    You have to fill a small questionnaire which evaluates the condition of your furniture and awards equivalent upgrade points. You can redeem the upgrade points to purchase items.

  • Which cities are eligible for donation of my old furniture?

    Currently, the Program is available only for selected pincodes in Bangalore, Gurgaon and Mumbai.

  • How do I earn points for donating my furniture to participate in the Upgrade & Donate program?

    You have to fill a small questionnaire which evaluates the condition of your furniture and awards equivalent upgrade points. You can redeem the upgrade points to purchase items.

  • What types of furniture items can I donate?

    The following items can be donated:

    Beds (King, Queen, Single, Bunk, Poster), Sofas (One Seater Sofas, Three Seater Sofas, Two Seater Sofas, Sofa Cum Beds), Bar Furniture (Trolleys, Cabinets, Bar Units and Bar Stools), Book Cases, Book Racks, Book Shelves, Cabinets, File Cabinets, Arm Chairs, Chairs (Dining Chairs, Rocking Chairs, Folding Chairs, Arm Chairs), Chest of Drawers, Entertainment Units, Shoe Racks, Benches and Stools, Study & Laptop Tables, Bed Side Tables, Coffee Tables, Console Tables, Dining Tables, Dressing Tables, End Tables, Trunks & Boxes, Hutch Cabinets, Wardrobes and much more.

  • What all products on Pepperfry can I buy in place of my old furniture?

    All Furniture items are eligible for this program.

  • How can I use the Points gained from giving away my old furniture?

    Points earned for your old furniture would be credited to your MyAccount with Pepperfry. You can redeem these points upto 25% of the Offer Price for your new furniture purchase.

  • Is there any restriction on redeeming the upgrade points?

    You can redeem the upgrade points on cart with furniture items where the final cart value after applying coupon is above Rs.10,000.

  • Where will my old furniture items be donated?

    Pepperfry will donate the old furniture collected from you, as below -

    Reaching Hands
    Education, Skill Development & Health for Women & Children
    http://reachinghand.org
    Bangalore
    CRY
    Education & Engagement programs for Children
    http://www.cry.org/
    Mumbai, Delhi &Bangalore
    Animals matter to me
    NGO for welfare of Animals & Bird
    http://www.amtmindia.org/
    Mumbai
    Freedom For You
    NGO to help orphans & senior citizens
    Navi-Mumbai
  • What if I don’t like the new furniture? Can I get my old furniture back?

    Once the old furniture is picked up by Pepperfry, we will not be able to return it back, even if you return the new product purchased from us. We can, however, refund the order amount less the points used and coupon discount.

  • When will my old furniture be picked up?

    Your old furniture items will be picked up when the delivery of your new furniture item is done. We will collect all of your donated furniture items in one visit from your shipping address. If there multiple furniture items in your order, our service team will reach out to you, to fix the pickup of your donated furniture with one of the deliveries.

  • Would existing site coupons be valid on the purchase of new furniture?

    Yes, definitely.

  • When do my Points expire?

    Your Points expire in 7 days, irrespective, of whether your donated furniture has been picked up by Pepperfry or not.

Registration and Your Account

  • How do I become a registered member of Pepperfry?

    To register, click on the 'Register' link on the top right hand side of the page. This will open a window where you fill in basic details, choose a password and click on 'Sign Up'? button. That's it! You will become a registered member of Pepperfry.

  • What are the benefits to registering with Pepperfry?

    On registering with Pepperfry, you immediately get One coupon worth more than Rs 10,000 in your email inbox to shop on Pepperfry.

    This coupon is valid for 3 days and provide below benefits:

    • Extra 25% off (up to Rs. 10,000/-) on any purchase, applicable on Furniture, Home Decor, Furnishings and Lamps & Lighting. This will not be applicable anywhere else apart from items aforementioned.
    • The coupons mentioned will not be applicable on Be Free from MRP Products.
    • You can save your favorite products in 'My Wishlist' for easy purchase in future
    • If you choose to, you can get regular updates on the new arrivals, offers and relevant information for you

    As a registered member of Pepperfry, you do not need to enter your details like address every time you order. It is saved in My Account.

    You can track all your orders by logging in to My Account with user email id and password.

    You can save your favorite products in 'My Wishlist' for easy purchase in future.

  • I have forgotten my password. How do I login to my account?

    If you've forgotten your password, please click on 'Login' link on the top right hand side of the page. This will open a window where you will see a 'Forgot Password?' link. Provide your email address (that you used to 'register' on Pepperfry). We will send you an email on your registered email ID with instructions to get new password.

  • How do I change my password on Pepperfry?

    To change your password, login and choose 'My Account' option from the drop down list. This will open a new page. On this page, click 'Edit My Account Details' or My Profile. Change your password by entering your current password and the new password.

  • How do I unsubscribe from the newsletter that I receive on my email?

    We send not just information but also discount codes in our newsletters. If you think you are getting too many emails every week, let us know by calling us between 9am and midnight on 022-6157 6157

    Easiest ways to unsubscribe from the newsletter: Go to your mailbox and locate one of our newsletters. Open that mail and click on "unsubscribe" link at the bottom of the newsletter. That's it! You will not receive any newsletter thereafter OR Send an email to tellus@pepperfry.com with subject line "Unsubscribe"

  • I do not receive newsletter with offers and information on my email. What should I do?

    Sometimes, our newsletter may go in the junk/spam box of your email. If you find the newsletters from Pepperfry in junk/spam box, please mark them as 'not spam' and add the sender to 'your contact' so that you will get it in your inbox in future. In case you are not able to find the newsletter in junk/ spam box then: Call us between 9am and midnight on 022-6157 6157 or Write to us on tellus@pepperfry.com so that we can help you.

  • My password is not working, how do I Sign- In?

    Pepperfry works well with all browsers. However, in rare cases if it doesn't work in a particular browser then you may try using Google Chrome or Mozilla Firefox. If you are still not able to login, try to 'reset your password' If the problem still persists, call us between 9am and midnight on 022-6157 6157

  • What is a Wishlist and how do I use it?

    While browsing through the Pepperfry website, you can add the items that you like or may want to buy later to your 'Wishlist'. Your Wishlist is the best way to get to the items of your choice without searching for it again. Please do remember that items in your Wishlist are not reserved or added to a cart. Wishlist is simply a list of your favorite items from Pepperfry that you may want to buy in future.

Questions Before Purchase

  • How do I get more information about the product before I place my order?

    In case you have questions about a product, please call us between 9am and midnight on 022-6157 6157 or write to us anytime on tellus@pepperfry.com and we will get back to you within 24 hours. You can also chat with us between 9AM and midnight on our website by going to the 'Need Help?' page and clicking on 'Live Chat'.

  • What products can I purchase with the coupon received on registering with Pepperfry?

    On registering with Pepperfry, you immediately get two coupons worth more than Rs 10,000 in your email inbox to shop on Pepperfry.

    These coupons are valid for 3 days and provide below benefits:

    • Extra 25% off (up to Rs. 10,000/-) on any purchase, applicable on Furniture, Home De'cor, Furnishings and Lamps & Lighting. This will not be applicable anywhere else apart from items aforementioned.
    • Extra 15% off (up to Rs. 250/-) on any purchase site wide. These coupons will be applicable on items marked BFFM.
    • The coupons mentioned will not be applicable on certain deal items.
    • You can save your favorite products in 'My Wishlist' for easy purchase in future.
    • If you choose to, you can get regular updates on the new arrivals, offers and relevant information for you.

    As a registered member of Pepperfry, you do not need to enter your details like address every time you order. It is saved in My Account.

    You can track all your orders by logging in to My Account with user email id and password.

    You can save your favorite products in 'My Wishlist' for easy purchase in future.

  • Is it safe to use my credit card or provide bank details on Pepperfry?

    Yes, it is completely safe to pay on Pepperfry using your credit card, debit card or through a bank transfer. We follow RBI guidelines for online payments including using 'MasterCard 3D Secure' PIN and 'Verified by VISA' PIN. Pepperfry is a PCI DSS compliant ecommerce company and does not store any customer credit card or financial information on its servers. All transactions are processed through secure bank servers, which are PCI DSS- II compliant thereby, providing the highest level of security while processing your online payments.

  • What do I do if a coupon issued by Pepperfry is not working?

    Your coupon may not be working because of any of the following reasons:

    • The validity of the coupon may have expired
    • The coupon may have already been used
    • The coupon may not be applicable on certain deal items and items marked BFFM.These products are already at their best price and hence, further coupons are not applicable on them
    • The coupon will not work if the Shopping Cart Value is less than the value required for the coupon to be applicable. For example - if the coupon is be valid only for purchases above Rs. 1000, then in such a case the coupon will not be applicable for cart values less than Rs. 1000
    • The coupon may be linked with a user account (or email) to which it was sent. Login to the correct user account for availing the coupon discount

    For any help, please call us between 9 AM and midnight on 022-6157 6157.

  • I use Multiple Coupons on the same transaction?

    Only One Coupon can be used on a single transaction or a cart. You can however add multiple items to one cart to use one coupon and avail discounts.

  • I have a promotional code, how do I use this?

    You can use the promotional code to avail discounts at the time of check out. While you are checking out on your Shopping Cart, you will need to type the promotional code in the 'Have a Coupon' box on the Check-out Page to get the discounts.

  • Why do I see 'Contribute Rs. 35 to plant a tree (through Grow-Trees)' during checkout?

    On checkout page, you can become a part of the social initative of planting a tree through Grow Trees (www.grow-trees.com) by contributing Rs 35. Pepperfry will match your contribute and add Rs 35 towards the total cost of planting one tree (Rs 70). On placing the order successfully, you will be able to view the e-certificate as a token of jointly planting a tree. The Grow Tree contribution is Non Refundable.

  • How do I know that my contribution towards 'Plant a tree' has actually been used for planting a tree?

    Grow Trees initiative is recognized and trusted by prominent organizations and have a track record of ensuring that contributions materialise in to real trees being planted. The United Nation's Environment Program's 'Billion Tree Campaign' and WWF's Cities for Forests Campaign have acknowledged Grow Trees as an Official Partner.

  • What is the Grow Trees Initiative?

    'Grow Trees' is a social initiative that offers the service of planting trees on government and community lands at INR 70 a tree. Grow Trees physically plant trees through their planting partners in 8 projects across eight states in India namely Rajasthan, Madhya Pradesh, Odisha, Gujarat, Karnataka, Andhra Pradesh, Maharashtra and West Bengal. Grow Trees is the only organization in India to be a planting partner for United Nations Environment Program's (UNEP) Billion Tree Campaign. They are also an official partner for UNDB and were official partner for WWF's Cities for Forest Campaign. Grow Trees have planted over 1 million trees so far. To see more details, visit: http://www.grow-trees.com

Payment Options and Cash On Delivery

  • What are the various methods available for making payments on Pepperfry?

    Following Payment Options are currently available on Pepperfry:

    • Internet Banking [54 leading banks in India]
    • Visa, Master, American Express and Diners Credit Cards
    • Debit Cards issued by all leading banks in India
    • PayUMoney
    • Easy EMI Options by Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered, ICICI bank, State Bank of India and Induslnd credit card holders
    • Cash On Delivery
    • CashPay – Cash collection by a third party at your doorstep
    • Online Wallets - currently, through Mobikwik & Paytm
    • Part Pay
  • Is it safe to use my credit card or provide bank details on Pepperfry?

    Yes, it is completely safe to pay on Pepperfry using your credit card, debit card or through a bank transfer. We follow RBI guidelines for online payments including using 'MasterCard 3D Secure' PIN and 'Verified by VISA' PIN. Pepperfry is a PCI DSS compliant ecommerce company and does not store any customer credit card or financial information on its servers. All transactions are processed through secure bank servers, which are PCI DSS- II compliant thereby, providing the highest level of security while processing your online payments.

  • Why is my order in pending verification status?

    Sometimes, due to technical issues at the payment gateway or at the bank's end, your online payment does not reach us immediately. In such a case, your order is shown as 'pending verification'. If the amount has been debited from My Account, you may need to wait for up to 3 working days for the payment to be confirmed to us by your bank.

    If the payment has not been debited from My Account, please call us to cancel your pending order and complete the purchase of your chosen item by trying online payment again or through another payment method like 'Cash on Delivery'.

    If a coupon was used in a 'pending verification' order, then the coupon can only be re-used for another order if the pending order is cancelled.

  • What Is the Card Verification Number (CVV) on my credit card?

    The Security Code or the Card Verification Number (CVV) is an important new security feature established by credit card companies in order to reduce the risk of Internet fraud. This number doesn't appear on sales receipts or billing statements and it is only found on the card itself. The cardholder is required to enter the code number at the time of the transaction to verify that the card is in their possession.

    CVV Numbers for different cards are placed in different locations on your card:

    If you have Visa/Mastercard/Diner's/Discover card: Your CVV is a 3-digit code after the last four digits of your credit card number on the back of the card within the signature field.

    If you have an American Express card: Your CVV is a 4-digit number on the front of the card on the right hand side above the card number

  • What is a 3D secure password?

    The 3D secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the 'Verified by VISA'(VBV) and 'MasterCard Secure Code' (MSC) services, respectively.

    The 3D secure password, which is created by you, is known only to you. This ensures that only you can use your card for online purchases. On 3D secure page, you may also choose to receive a One Time Password (OTP) on your registered mobile number and use it for that transaction.

    In India, it is mandatory to register your card with 3D Secure before making any online transaction with the card. To register your card, visit your card issuing bank's website.

  • Does Pepperfry.com retain my card or account details?

    Pepperfry.com does not collect or store your card or account details. Your transaction is authorized at multiple points, first by the payment gateway and subsequently by Visa/MasterCard/American Express/Banks directly without any information passing through us.

  • Will I be asked to provide any card information, account information or passwords over phone or email?

    The Pepperfry team will never request you to share any of your payment details over email or over phone. In case you receive such a call, please inform us immediately by calling us 022-6157 6157 between 9 AM and midnight.

  • Under what name will my purchase be charged on the credit card statement?

    Your purchase will be charged under the company name 'Trend Sutra Platform Services Pvt Ltd'. Sometimes, your card company may show in the statement a truncated name like 'Trend Sutra' or 'Trend Sutra Platforms'.

  • What are Online Wallet? How do I make payments using an Online Wallet?

    We have three Online Wallets which can be used to make payments: Mobikwik, Paytm and PayUMoney.

    Wallet is a prepaid financial instrument approved by Reserve Bank of India. It allows Indian consumers to store money in a virtual wallet and then use it across channels [mobile, desktop, tablet, SMS, IVR] to make payments without entering your card/bank details for every transaction.

    Once you have selected the items in your cart, proceed to make a payment and select the last option 'Wallet'. Under 'Wallet' you will find a radio button for types of wallets. Please choose the option by clicking on the radio button and make the payment.

  • What is CashPay?

    Using the option of CashPay – you can now pay for your order from the comfort of your home using cash. For this payment method, the eligibility conditions are:

    • Your Order amount should be greater than Rs.10,000 and less than Rs.1,00,000
    • All the payments should be completed within 3 days of the placing the order.

    This will work in the following way:

    • Our partners will call you for scheduling the pick up
    • The pickup will be between 10 am to 4 pm on working days (Including Saturdays)
    • You will check the third parties ID card (Our third party is Radiant)
    • You will cater the exact order value amount
    • You will get a receipt confirming payment
    • We will confirm the payment within 48 hours
  • What is Cash On Delivery (CoD)?

    If you purchase through Cash On Delivery (CoD) payment option, then you can pay in cash at the time of actual delivery of the product at your doorstep.

    The maximum order value for Cash on Delivery payment is Rs 3,000 for maximum of 3 purchases in your cart. CoD payments can be made only in Indian Rupees and no foreign currency is accepted.

  • Can I open the parcel before making the CoD payment?

    No, you cannot open the parcel before making the Cash On Delivery payment. The delivery representative will hand-over the parcel only once they receive full payment in cash against the order.

  • Why is the Cash on Delivery option not available for all products on Pepperfry?

    Most of the furniture items on Pepperfry are 'Made to Order' and hence, merchants need an advance payment before they start making the product. Hence, Cash On Delivery is not offered on any of the furniture items on Pepperfry.

  • How do I place a Cash On Delivery (Cod) order on Pepperfry?

    Cash on Delivery is available on select products and for limited Pin Codes. To know whether the option is available for a product, enter your pin code and click on 'Check Delivery Availability' link.

    If the Cash on Delivery (CoD) option is available for the product, you can simply add it to your cart and select 'Cash On Delivery' as the payment method on the payment page.

  • What are the Equated Monthly Installments (EMI) payment options available on Pepperfry?

    The EMI facility is available for all Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered, ICICI bank, State Bank of India and Indusland credit card holders. The current EMI facility is available for 3, 6, 9, 12, 18 and 24 months for the Citibank Card holders and for 3, 6, 9 or 12 months installments for others.

    The minimum order value to avail the EMI payment option is Rs 3,000. There is NO processing fee charged by Pepperfry for availing EMI payment option.

    The Bank charges annual interest rates (as per the table below) according to the reducing monthly balance. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the balance outstanding.

    Bank 3 Months 6 Months 9 Months 12 Months 18 Months 24 Months
    HDFC Bank 12% 12% 13% 13% Not Available Not Available
    ICICI Bank 13% 13% 13% 13% Not Available Not Available
    Axis Bank 12% 12% 13% 13% Not Available Not Available
    HSBC Bank 12.50% 12.50% 13.50% 13.50% Not Available Not Available
    Kotak Bank 12% 12% 14% 14% Not Available Not Available
    Standard Chartered Bank 13% 13% 14% 14% Not Available Not Available
    Citibank 13% 13% 15% 15% 15% 15%
    SBI 14% 14% 14% 14% Not Available Not Available
    IndusInd 13% 13% 13% 13% 15% 15%
  • What does PartPay option mean?

    Using PartPay option you can pay a part of the payment upfront and the remaining on delivery. This option is available only on select products in select locations./p>

  • How do I avail the PartPay option?

    You can avail the part payment option by clicking on PartPay when selecting a payment method to pay if your product qualifies for Part payment.

  • How do I pay the amount due on delivery?

    You can pay by credit/debit card only, using the mobile point of sale device available with our delivery personnel.

  • Can I pay the amount due on delivery through cash?

    No, the payment has to be made only by credit/debit card.

  • Are there any charges for using the Part Payment option?

    There is a nominal fee of either 5% of the amount to be paid or Rs.1000 whichever is lower for any item you purchase using the Part Payment option.

  • Why am I not able to see the Part Payment option while making payment?

    The Part Payment option is launched in select areas as of now. We are expanding our reach and will be reaching your locality soon, Keep an eye out.

Shop with Confidence

  • What happens if I am not satisfied with the product bought on Pepperfry? What is Pepperfry's Returns Policy?

    If you are not satisfied with your purchase, you can send it back and get a refund. 100% Money Back Guarantee is applicable within 30 days of the receipt of product. The time frame starts from the date the product was delivered as per the confirmation received from our logistics team or courier partners.

    • For Furniture: Returns can be made if the product is defective, damaged, or if the dimensions are not as described on the website or if it is not as expected.
    • For Other Products: Returns can be made if the product is defective, damaged, or if the dimensions are not as described on the website
    • On certain items like Appliances and Electronics: Seller’s or brand's warranty may supersede Pepperfry 100% Money Back Guarantee

    Please send us photographs of the items to ascertain the reason for return which can be initiated from the Need Help? section:

    • At the top of every page on Pepperfry, you will see a Need Help link
    • Click on Need Help > Return Item and Check Refund Status
    • Select a reason for return
    • Upload supporting photographs of item and hit Return Item
    • Our representative will call you within 24 hours
    • A reverse pick up will be initiated as soon as the refund is validated

    We request you to retain all packing materials unless instructed otherwise by our team. Refunds will be processed only after we have collected the item(s). Please allow up to 7 days for reverse pick up and subsequently to process the refund.

    Once the pickup is done, refunds will be processed within 24 to 48 hours. Depending on the mode of payment you used, banks and payment gateways usually take between 7 to 10 working days to credit the amount to your account.

  • How safe is providing the personal information like address, contact details etc. to Pepperfry?

    Your personal information is absolutely safe with us!

    We keep your information encrypted on our servers and never share it with any third party. Your personal information is only used to contact you regarding your order, to deliver your products and to send communication that you may have opted to receive.

    You may access the Pepperfry Privacy Policy by clicking on the link here.

  • Is it safe to use my credit card or provide bank details on Pepperfry?

    Yes, it is completely safe to pay on Pepperfry using your credit card, debit card or through a bank transfer. We follow RBI guidelines for online payments including using 'MasterCard 3D Secure' PIN and 'Verified by VISA' PIN. Pepperfry is a PCI DSS compliant ecommerce company and does not store any customer credit card or financial information on its servers. All transactions are processed through secure bank servers, which are PCI DSS- II compliant thereby, providing the highest level of security while processing your online payments.

  • Does your site use a secure connection for sensitive information?

    Our site uses SSL encryption to secure the communication of all sensitive information passing between your browser and our servers. Beginning with your checkout process till the payment, you will see "https" in the URL (like https://www.pepperfry.com/...) that indicates the use of SSL.

  • If Pepperfry uses a secure connection then why do I see http:// instead of https:// in the URL on many pages?

    We use https:// only for our secure pages, i.e. those pages that transfer confidential information such as the Login, My Account, and Checkout pages. Pages that are only used for products or blogs will still use the regular http:// since no sensitive information is being passed through them.

Shipping and Packaging

  • Do I need to pay Shipping Charges for purchases on Pepperfry?

    There are no Shipping charges for orders above Rs.499. Orders below Rs.499 attract a charge of Rs.29 and for COD orders the charge is Rs.59.

  • Is there a shipping charge for Cash on Delivery (COD)?

    Yes, a shipping cost of Rs 59 is charged on all Cash on Delivery (COD) orders.

  • How do I know if a product can be delivered to my address?

    Please enter your delivery pin code on the product page to know whether that product can be delivered to your address.

  • How do I check the estimated delivery date for a product?

    Please enter your delivery pin code on the product page to know the estimated delivery date for the product.

  • How do I know if a product is available on Cash on Delivery (COD) at my address?

    Please enter your delivery pin code on the product page to know whether that product can be delivered as COD.

  • Will Pepperfry provide free assembly at my doorstep for the furniture ordered?

    Yes, for a product which requires carpenter assistance for assembly and is also amongst the place that we currently service, we will provide it for free. Please enter your delivery pin code on the product page to check the same.

    For a Self Assembly item we provide kit along with a manual which will help you to assemble the item.

    or an item which requires wall mounting, we will not be able to provide carpenter assistance.

  • Do I need to submit any document for products to be delivered to my address?

    Generally, there is no need to submit any document for shipping or delivery of your products. However, if your purchased product needs to be delivered anywhere in the state of Kerala then we would require a copy of Form 16 and ID proof (as prescribed under the Kerala Value Added Tax Rules, 2005) duly signed by you. For more information, please call our Customer Support Team on 022-6157 6157 between 9 AM and midnight.

  • Can you deliver my product faster than mentioned on the product page?

    The shipping and delivery time for a product is determined by various factors including the kind of product (standard product or made, to-order), location from where product is procured and logistic network available in your location. However, we always try to procure the product and deliver it as soon as possible.

  • Do you ship internationally?

    As of now, Pepperfry doesn't ship items outside of India. However, Pepperfry does allow you to make purchases for your loved ones in India from anywhere in the world by using your international credit/ debit cards issued in India. You need to ensure that the Shipping Address is in India.

  • I am buying this product as a gift. Can it be gift-wrapped?

    Sorry. Currently, we do not offer the gift-wrapping.

  • I want to send my purchase as a gift to my friend; can Pepperfry send the product without invoice?

    Unfortunately, we cannot ship any product without an invoice. To comply with the rules governing the movement of goods in India and due to tax and regulatory reasons all shipments have to be accompanied with an invoice.

  • I just placed an order online, when will I get my order?

    The delivery timelines vary from one product to the other. The estimated dates are mentioned on the product information page. For shipping and delivery dates, you may also refer to the order confirmation email sent to your registered email address.

  • I just received an email with a tracking number but I am not able to track the order on the courier website. What should I do?

    Pepperfry generates and sends the tracking number [AWB Number] as soon as the courier partners pick up the package. However, the courier partners may take 24 to 48 hours to update the tracking details on their website and hence, your order may not be tracked during this period.

  • Can you send all my products in one shipment?

    We source home and furniture products from thousands of merchants spread across the country. Therefore the shipping timelines and the location from where the products are shipped vary from one product to the other. We ship the products as soon as they are received from the merchants and hence, you could receive multiple shipments for one order on Pepperfry.

  • Why are taxes being charged when I apply a coupon code?

    The discounts are not exempted from taxes. So the taxes, applicable on coupon discount paid to the government by us, are charged when you apply a coupon code.

  • Why is the tax bifurcation not shown at the time of purchase?

    The tax is shown on the checkout page when the discount coupon is applied. Tax is only applicable when there is a discount.

  • What's the exact discount I am getting for my purchase?

    The exact discount you will be getting is the coupon code discount amount minus the taxes which are applicable.

  • Why does the promised shipping date vary from one product to the other?

    We source home and furniture products from thousands of merchants spread across the country. The shipping and delivery time for a product is determined by various factors including the kind of product (standard product or made, to-order), location from where product is procured and logistic network available in your location. Hence, the shipping and delivery dates may vary from one product to the other.

  • Why is the product not available for shipping in my Pin Code?

    The shipping of the product for your pin code might not be available due to any of the following reasons:

    The merchant selling on Pepperfry does not offer installation/ service/ warranty of the products across India and hence, restricts it to certain pin codes

    State regulatory issues, legal restrictions or any other compliance related reason Non-Availability of a reliable shipping partner for your location.

  • Why is Cash on Delivery (CoD) option not available for my address?

    The Cash on Delivery is offered only in locations where our shipping partner/ merchant have the ability to accept cash as payment at the time of delivery. Please enter your pin code on the product page and check if the product can be delivered using CoD option.

  • Can you ship my order to a different address?

    For confidentiality and legal reasons the shipping address cannot be changed once an order is placed. We request you to kindly make some arrangement for the item to be received at the Shipping address given at the time of placing the order. In case you have changed your address between ordering and receiving a product, you may call between 9 AM and midnight on 022-6157 6157 and we will do our best to help.

Returns and Refunds

  • What happens if I am not satisfied with the product I bought on Pepperfry?

    If you are not satisfied with your purchase, you can send it back and get a refund. 100% Money Back Guarantee is applicable within 30 days of the receipt of product. The time frame starts from the date the product was delivered as per the confirmation received from our logistics team or courier partners.

    • For Furniture: Returns can be made if the product is defective, damaged, or if the dimensions are not as described on the website or if it is not as expected.
    • For Other Products: Returns can be made if the product is defective, damaged, or if the dimensions are not as described on the website
    • On certain items like Appliances and Electronics: Seller’s or brand's warranty may supersede Pepperfry 100% Money Back Guarantee

    Please send us photographs of the items to ascertain the reason for return which can be initiated from the Need Help? section:

    • At the top of every page on Pepperfry, you will see a Need Help link
    • Click on Need Help > Return Item and Check Refund Status
    • Select a reason for return
    • Upload supporting photographs of item and hit Return Item
    • Our representative will call you within 24 hours
    • A reverse pick up will be initiated as soon as the refund is validated

    We request you to retain all packing materials unless instructed otherwise by our team. Refunds will be processed only after we have collected the item(s). Please allow up to 7 days for reverse pick up and subsequently to process the refund.

    Once the pickup is done, refunds will be processed within 24 to 48 hours. Depending on the mode of payment you used, banks and payment gateways usually take between 7 to 10 working days to credit the amount to your account.

  • What happens if the furniture I bought on Pepperfry is received damaged or has manufacturing defects that appear after a few days?

    If the furniture is damaged or has a manufacturing defect, Pepperfry will process a '100% Money Back' for the product. Please read our MUDRAMARK Quality Seal and 1-Year Warranty here.

  • I am not registered user. What do I need to do to return an item?

    If you are not a registered user and bought an item as a guest user on Pepperfry.com, go to “Need Help?” then click on write to us which will direct you to New Complaint or Feedback. Upload the images and mention the order number with reason for return and submit or simply send the image to tellus@pepperfry.com with order number and reason for return.

  • What do I need to do to return an item?

    To initiate a return online through My Account:

    Please send us photographs of the items to ascertain the reason for return which can be initiated from "Need Help?" section.

    • Log in to your Account.
    • Go to “My Orders”.
    • Click on “RETURN ITEM” for the item you wish to return.
    • Select a reason for return.
    • Upload supporting photographs of item and hit 'Return Item’.
    • Our Representative will call you within 24hrs.

    Note: You may not be able to submit Return Request if the delivery status is not updated (if the delivery is recently done) or you are trying to submit a request after 30 Days from the receipt of the item.

  • How long do I have to return an item?

    Products can be returned within 30 days of delivery. Please refer to our Returns Policy for further details .

  • I am not able to submit Return Request through the 'My Account' section. What could be the issue?

    You may not be able to submit Return Request online due to one of these reasons:

    • You are trying to submit a request after 30 Days from the receipt of the item or if the delivery status is not updated (if the delivery is recently done).
    • You are not a registered user and bought an item as a guest user on Pepperfry.com and hence are not able to access the 'My Account' Section. In such case, go to “Need Help?” then click on “Write to Us” which will direct you to New Complaint or Feedback. Mention the order number and the issue and submit.
  • Instead of Refund for a product, can you send me a replacement or can I exchange the item?

    Due to logistic reasons, we do not offer exchange/replacement of orders.

  • Do I need to keep anything in mind while returning your product?

    The returned product should be in its original packaging, and in the same condition as you received the product. Please ensure that all tags, peripherals, warranty/ guarantee card, freebies and accessories including keys, straps and locks are intact.

    The 100% Money Back Guarantee at Pepperfry is absolutely hassle-free. Once we validate the refund, we will pick up the product through our own in-house logistics team. All you need to ensure is that you send us the photographs of the product on time.

  • How much time does it take to get my Money Back?

    The refunds (or money back) are processed within 24-48 hours after the return claim is accepted by us and the product is picked from your doorstep. All refunds processed by us are credited back through the original mode of payment used by the customer.

    Depending on the mode of payment you used, banks and payment gateways usually take between 7-10 working days to credit the amount to My Account.

  • Can I cancel a confirmed order on Pepperfry?

    Our merchants start processing the order as soon as they get intimation from us and hence orders once confirmed cannot be cancelled however in an unforeseen situation where you need to fully or partly cancel your order, cancellation can be done within 24hrs from the date of receipt of order for this item on Pepperfry.

  • Why did Pepperfry cancel my confirmed order?

    Pepperfry sources products from several merchants spread across the country. While our team does its best to ensure that the products are available with the merchant at all times, and that the regular stock updates are done, there could still be a possibility of your order getting cancelled due to one or more of the below mentioned reasons:

    1. The product is rejected at our fulfillment center due to Bad Quality and the merchant is not able to arrange for a fresh product within the promised shipping timeline as shown on the product information page.
    2. The product is Out Of Stock with our merchant.
    3. Our logistic partners are unable to deliver the product to the desired delivery location due to some circumstances.
  • I have lost my invoice; can you send a copy of invoice?

    Yes, of course. For orders confirmed on or after 6th March 2015, you can download a PDF copy of the invoice from our website. Please follow these simple steps to get your copy of the invoice.

    1. Log on to our website using your registered ID.
    2. Go to "My Account" section, you will see your list of orders.
    3. You can select the order for which you wish to download the copy by simply clicking on the download tab.

    In case, you are not able to download from "My Account" section. Please contact our customer service Associate 022-6157 6157 any day between 9AM and midnight or write to us on tellus@pepperfry.com and we will process your request within 24-48 hours.

Order Tracking and Delivery

  • How do I track my order after it is dispatched by Pepperfry?

    Once your order is shipped you will get an email and an SMS with details of the Air Way Bill Number (AWB). You can track the shipment by clicking on the link provided in the email.

    You may also, track your order by visiting www.pepperfry.com and clicking on "Need Help? Track you Order" link from the top menu bar. Enter your order number and your registered mobile number under the 'Track Your Order' section.

  • What is the meaning of different tracking status?

    In Transit: Your package is on route to the destination

    Delivered: Your item has been delivered

    Returned to Origin (RTO): Your item has been returned to Pepperfry warehouse

  • My order has been returned to Origin (RTO). What does that mean?

    Shipments are reflected as RTO (returned to origin) under the following circumstances:

    • Delivery was attempted more than once but it could not be delivered due to either wrong address or no one being present at the given address
    • The address could not be found because either it was incomplete or the pin code was wrong
    • You or someone at your delivery address refused to accept the order
    • You did not have the payment ready for a Cash On Delivery Order

    Under these circumstances, our customer support team would try to contact you on your registered phone number. If there is no response on that number or it is not reachable, then the package is returned to origin.

    In case you want us to ship the order again or discuss this order, please contact us on 022-6157 6157 between 9AM and midnight or write to us on tellus@pepperfry.com

  • The tracking number/AWB that I received is not getting tracked and seems to be incorrect. What do I do?

    Pepperfry generates and sends the tracking number [AWB Number] as soon as the courier partners pick up the package. However, the courier partners may take 24 to 48 hours to update the tracking details on their website and hence, your order may not be tracked during this period. If your package was recently shipped, try tracking the AWB number after 24 hours. If it has been more than 48 hours since you received the AWB number, contact us on 022-6157 6157 between 9AM and midnight.

  • My shipment shows delivered but I have not received the order. What should I do?

    All orders delivered by us have a proof of delivery with signatures of the person who accepted the order. In case you haven't received the order, please check if someone else accepted the order on your behalf - check with family members, neighbors, security, the mail room, reception, and anyone else who may have accepted the order.

    Please contact us on 022-6157 6157 any day between 9AM and midnight and we will resolve it at the earliest.

  • What happens if the product that I received is damaged?

    If the product received is damaged then bring it to the notice of the delivery personnel immediately.

    In case you notice the damage later, please refer to Return Policy.

  • What should I do when the shipment I received is incomplete and some parts/ contents are missing? Also there is no assembly/ product manual inside the product.

    Please call us on 022-6157 6157 between 9AM and midnight or write to us with your order number and other details on tellus@pepperfry.com. Our team will get back to you within 24 hours with a resolution.

    On request, we will send the manual/assembly instruction to you through email.

  • What is the meaning of different order status?

    Ordered Awaiting Confirmation: Sometimes, due to technical issues at the payment gateway or at the bank's end, your online payment does not reach us immediately. In such a case, your order is shown as 'pending verification'.

    Order Declined - Payment Unsuccessful: The online payment attempted by you did not succeed. You may try with another payment method or a different card again.

    Order Confirmed: The payment made by you has gone through and your order is now confirmed. For COD orders, it means that we have accepted your order for processing.

    Item Shipped: The product ordered by you has been procured from the merchant, quality checked done and sent across to your address through our logistic partner.

    You may also, track your order by visiting www.pepperfry.com and clicking on "Customer Support" link from the top menu bar. On the Customer Support page, enter your order number and your registered mobile number under the 'Track Your Package' section.

    Delivered: You order has been delivered.

    Order Refunded: We processed the refund requested by you. The amount will be returned to the payment method used. Usually, it takes 5 to 7 days for the refund to reflect on your card or in your bank account.

    For help with your order, please call us between 9 AM and midnight on 022-6157 6157.

Shipping Timelines:

Knowing your item:

Please note that wood has inherent qualities such as marginal differences in stain and varnish, unique grain patterns etc. These are visible on a finished product and result in two otherwise identical items looking different. These are natural features of wood that provide character to each piece of wooden furniture and are accepted as per Industry standards. Small knots are also sometimes visible on the surface which is filled in by the furniture craftsmen during manufacture.

Placing an order:

Please check dimensions of the entrance/door to your home/office/shop/building/premise before buying, so as to ensure that there is no problem in getting the product inside. In such a situation we will not be able to accept return or cancellation. There are some items that you will need to assemble on your own. For this item please check the details above. While we provide kits to assemble these items, you will need to arrange your own carpenter for assembly. Wherever Pepperfry provides, the carpenter visits will be scheduled subsequent to the delivery of the item.

On Delivery:

For all items that are expected to stand, ensure that the item is steady and straight. Unevenness up to 5 mm happens due to difference in surfaces and floor levels and is an accepted industry standard. Bushes will have to be attached to balance the item. Please report the item to our Customer Support team and we will take it on from there. In case of dust or a lack of shine, rubbing the surface with a cloth will help. This is an accepted method for cleaning the surface of a furniture item and making it shine.

Damages:

Pepperfry shipping arrangements to your doorstep have been designed to ensure a zero-damage, hassle-free experience, please contact us immediately, in case:

  • Your item has any scratches or breakage that unfortunately might have occurred in the course of transit warranting your item to be fixed
  • Any instruction manual, screws, nuts etc. that might have been missed, should be informed to Customer Support immediately, so that they can arrange to have it delivered to you.
  • Your item arrives in damaged condition. All claims for damage must be made within 3 days of receipt of the item.
  • Your request for a repair or refund will be processed as soon as we receive the photographs of the damage to ascertain extent.
  • We request you to retain all packing materials unless instructed otherwise by our team. You have an option of getting a full refund or repair of the product that was received in damaged condition. Refunds for furniture returns will be processed when the item(s) has been picked up by us. Hence, please allow up to 2 to 3 weeks for reverse and then subsequent refund to process.

Cancellations:

We accept cancellation of furniture orders up to 24 hours of placing the same, without any charges to you.

No cancellation requests will be accepted after 24 hours from the date of receipt of order for this item on Pepperfry. Pieces of furniture are made specifically for your order.

Modular Wardrobes

  • What is Boiling Water Proof (BWP) Marine Ply?

    Marine plywood is manufactured from durable face and core veneers, with few defects so it performs longer in both humid and wet conditions and resists delaminating and fungal attack.

    A BWP ply is a ply bonded with marine grade BWP (Boiling Water Proof) resin that can endure extreme weather conditions and withstand alternate drying and wetting.

  • What is Pre-Laminated Particle Board?

    Particleboard or chipboard is manufactured by mixing wood particles or flakes together with a synthetic resin and forming the mixture into a sheet.

    Pre-laminated particle boards have a decorative laminate surface to enhance its aesthetic value. It also increases the board's resistance to moisture, and to wear and tear.

  • What is Medium-Density Fiberboard (MDF)?

    Medium-density fiberboard (MDF) is an engineered wood product made by breaking down hardwood or softwood residuals into wood fibers, combining it with wax and a resin binder, and forming panels by applying high temperature and pressure.

    The resultant board is dense, flat, smooth and stiff, has no knots and is easily machined.

  • How are the Pepperfry wardrobes better than the wardrobes made by carpenters?

    Pepperfry wardrobes are made with high quality base material – BWP plywood / MDF/ Pre Laminated Particle Boards.

    The laminates are pasted using heat pressed machines which ensures even surface and superior finish. Thus the laminate does not peel off and there are no bubbles formed on the surface. Edge banding or finishing of edges is also done with CNC machines so that there are no sharp edges on the finished product.

    Wardrobes are made with utmost precision and dimensional accuracy is very high due to minimal human intervention during the entire process.

    We use premium quality imported hardware and fittings in all the wardrobes.

    We follow strict quality checks to make sure that the wardrobes are just perfect!

  • Are the wardrobes fixed to the wall?

    No. The wardrobes are not fixed to the wall or floor. They are assembled on floor and fitted with levelers. The wardrobes are stable and can be adjusted to counter any minor leveling difference.

  • Can the wardrobes be assembled in place of my existing wardrobes?

    No. Currently retrofitting the wardrobes is not possible. Your will have to get your old wardrobes uninstalled and removed before we step in for assembly of Pepperfry wardrobes.

  • What are the dimensions of Pepperfry wardrobes?

    Pepperfry wardrobes are modular. The dimensions of each module are as follows:

    • 2-door module:          1000mm (W) x 2100mm (H) x 600mm (D)
    • 1-door module:          500mm (W) x 2100mm (H) x 600mm (D)
    • Open shelf module:   500mm (W) x 2100mm (H) x 600mm (D)
    • Shutters:                      500mm (W) x 2000mm (H) x 18mm (D)

  • Can I customize the dimensions of the wardrobe as per my requirements?

    Pepperfry wardrobes are modular. Various design and colour options are available in each module. You can make combinations of modules to create your unique wardrobes which fits your space and functional requirements. However, the modules have fixed dimensions and customization is not possible.

  • Will these wardrobes fit exactly into my existing room dimensions?

    Please understand that the wardrobes we are offering are modular wardrobes and not customized wardrobes. Our wardrobes and lofts have fixed dimensions so we recommend that you please take complete measurements of the space where you need to assemble the wardrobes.

    Generally, ceilings, walls and floors tend to have level differences, so If the dimensions of wardrobe and the space match exactly, there is a chance that the wardrobe won’t fit. Space where you are keeping the wardrobe should be at least 20mm more than the wardrobe dimension.

    Also, please measure up the premise – lift doors, staircases, passages, room doors and all the places the wardrobe will have to be carried to finally be assembled. Box containing largest part of wardrobe would be about 78”x 27” x 24”. In case we are not able to get the items inside your house, we will not be able to accept return or cancellation of the order.

  • What do I need to check when my wardrobe arrives from Pepperfry?

    Verify your copy of the invoice with the one provided by the delivery person.

    Check if all the contents of the wardrobe you ordered are delivered.

    Check and make sure that you do not accept any component which is damaged, cracked, laminate is peeling off or any other sign of damage.

    Once the wardrobe is assembled, check if it is stable and all the shelves, drawers and other accessories fit perfectly with shutter closed.

    Check if the drawer channels, locks and other accessories are functioning smoothly.

  • Will the wardrobes be assembled by Pepperfry?

    Yes. We will send our team of expert carpenters to assemble the wardrobes.

    Once the wardrobes are delivered, you would get a call from Pepperfry to check your availability and convenience.

    Typically any wardrobe would take maximum of 6-7 hours to get assembled and ready to use.

  • What help does the assembly team require from us during the assembly?

    Free space of at least 7 feet by 10 feet adjacent to the wardrobe location for assembly and installation?

    A power connection point for usage of electrical tools during installation.?

  • What if I am not happy with the wardrobe delivered to me?

    Please refer to our Refund and Return policies mentioned on the website

  • Is there any warranty offered on the wardrobes

    Yes! All our wardrobes come with a limited warranty of 5 year, 2 years or 1 year warranty against any manufacturing defects and hardware. However, there is no warranty on Laminates in case of scratches, stains and chip-offs post installation and acceptance by customer. This warranty does not cover damage due to usage of the product beyond its intended use.

  • How long does the delivery of wardrobes take?

    Standard delivery time is about 4 weeks from the day you place an order. However, delivery timings are subject to availability of material and logistics facilities. Once you place an order, you will find the delivery schedule mentioned on the invoice.

  • Will I get a discount if I order in bulk?

    Definitely! Please fill up the bulk inquiry form and our consultant will get in touch with you.

  • Can I cancel a confirmed order on Pepperfry?

    Our merchants start processing the order as soon as they get intimation from us and hence orders once confirmed cannot be cancelled however In an unforeseen situation where you need to fully or partly cancel your order, cancellation can be done within 24 hrs from the date of receipt of order for this item on Pepperfry.

  • Can I customize wardrobes after I have placed the order?

    Sorry, unfortunately customization/ change in design post order placement is not possible. However, you can cancel the order within 24 hours of placing the order and place a new order.

  • How can I provide feedback about a product?

    We are always keen to hear from you. You can find a section specifically designed for reviews on your Order details page for each purchase made by you on selecting “I have received this item”. Moreover, you can call us at 022-6157-6157 .You can also write to our customer support team @ tellus@pepperfry.com or chat with us from our website directly.

Reverse Pickup

  • When would my Reverse Pickup be scheduled?

    Once the refund is confirmed the Reverse Pickup team would take an appointment for pickup of the product and it would be done within 7 days.

  • My Reverse Pickup is still not done?

    Generally Reverse Pickup takes maximum 7 days, if it is beyond stipulated time you can let us know by calling between 9am and midnight on 022- 6157 6157.

  • How long do I have wait to return my product post you confirm my refund?

    Pepperfry will make multiple attempts to pick the product within 7 days post which refund would be initiated through the same mode of payment under the name of “Trendsutra Platform Services”

  • Will my refund be rejected if I don’t get the product picked within 7 days?

    Yes, unfortunately we will have to deny your request. We are a market place and refunded orders get returned to Vendor. Hence, we need to ensure the product is picked within time.

  • Will the carpenter come with the pick-up?

    All dismantles will be done 24hrs prior pickup by our carpenter.

  • Can you come at a stipulated time?

    Unfortunately, with roadway travel giving a specific time is not possible however we will try to come at a comfortable timelines as per the appointment taken.

  • From where will the RPU be done?

    RPU will be done only from the system delivered address.

What is Pepperfry Bespoke?

  • What is Pepperfry Bespoke?

    Pepperfry Bespoke is an exclusive and world class proposition for offering tailored interior design solutions to help you realize your dream house. You could browse through several curated Room Designs conceived by our expert Design Consultants and buy your preferred Look or you could tailor your own Interior Design by booking a free Design Consultation with our Designers.

  • Which Cities do you currently offer your services?

    While we can deliver your purchased Room Looks to over 400 cities (click here to access list of Pin Codes), we currently offer customized Design Consultation in Mumbai, Pune and Gurgaon only.

  • What are the various Products and Services provided under Pepperfry Bespoke?

    Pepperfry Bespoke includes products and Design services across a wide range of categories including Furniture, Wooden Flooring, Home Décor, Furnishings, Lamps and Lightings and more.

  • Can the furniture be customized?

    We have an enormous range of products across the various categories and while our Design Consultants in select cities will work with you to customize Room Designs, we are unable to customize products.

  • How do I book a designer?

    Click on ‘Book Your Free Design Consultation’ on your chosen Look and fill the online web form. Our Design Executive will contact you within 2 working days to understand your requirement and assign an Account Manager to you.

  • Can these looks be customized according to my requirement?

    You can select from the options available from the variety of looks spanned across different styles or our Design Consultants can customize a look for you. We currently offer customized Design Consultation in Mumbai, Pune and Gurgaon only.

  • Can I pick a part of the look?

    Yes, basis your requirement and preference, you can select the specific products, add to your cart and checkout.

  • Can I add subtract or replace products in look with products on the website?

    Yes, very much so. You can modify your cart to add or drop products from your final order.

  • How long does it take to complete a Bespoke Design project?

    In case you have purchased a Look, timelines for different products in the Look are mentioned across each product. Please call our Customer Service in case you want us to consolidate all products of a Look and ship the same to you together.

    For Bespoke Design Consultation, the Project is completed 45 days after order confirmation. However some projects are subject to complexity of design requirements and your Account Managers will keep you informed of any changes in delivery timeline.

  • What are the delivery charges?

    There are no additional delivery charges for either the Looks or the Bespoke Design Consultation Projects. What’s more, for the latter Projects, our Design Consultants also help with installation, assembly and execution of the final Room Concept at your home.

  • Whom do I Contact in case of any complaints or issues?

    Your Account Manager is a trusted custodian of your association with Pepperfry Bespoke and is your single point of contact for any help or concerns that you may have.

  • Can I cancel the order once it is placed? What are the return & refund policies?

    We accept cancellation of furniture orders up to 24 hours of placing the same, without any charges to you.

    No cancellation requests will be accepted after 24 hours from the date of receipt of order for this item on Pepperfry. Pieces of furniture are made specifically for your order.

  • I am interested in exploring Pepperfry Bespoke for doing up my Home. Are there any attractive payment options.

    Sure, you can. We offer Flexible & Easy Payment Options and you can split your payments by paying only 20% advance. You can also choose from a variety of payment options from Debit/ Credit cards, online transfers, wallets, CashPay or PartPay.

  • What is the post-sale support that you offer for the Room Looks of Pepperfry?

    All Looks come with One-Year warranty and are backed by a hassle free 30-Days Money Back Guarantee.

Nexo Table

  • What if my phone is not compatible with wireless charging?

    We give free USB receiver chip with each table. The chip comes with universal USB adapter and is thin enough to slide into your phone back-cover. Plug the USB receiver into your charging port and your phone can be charged on Nexo Tables wire-free

  • Does it take longer to charge with wireless charger than wired charger?

    Typically wireless charging is about 20 to 30 slower than wired charging. A lot depends on which phone is being used and how much power the phone is drawing. The pad gives 5V/1A similar to a cable. So the charging rate will be comparable to charging from a 5V/1A adaptor assuming the phone takes all the power available.

  • What is the impact on consumption of electricity compared to regular chargers?

    The pad gives 5V/1A similar to a cable, so consumption of electricity is equivalent to normal wired chargers

  • Does the phone heat up while charging on wireless?

    Similar to a wired charger, wireless chargers will slightly heat up the phone. But not to a level which will damage the phones.

  • Will charging with wireless charger cause damage to the battery / phone?

    No. wireless charging will not cause any damage to the battery or phones. It will not affect the battery life of the phones.

  • What is the warranty on the charging device and furniture?

    Wireless charging device comes with a warranty of 6 months. Warranty on furniture is 1 year. Please note that this is a limited warranty and it covers only manufacturing defects.

  • What technology does this charger use?

    Our wireless chargers use QI Technology, which is standard and recognized around the globe.

  • Where is the charging device manufactured?

    The device is manufactured in China

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