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FAQs Frequently Asked Questions
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  • 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 three 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:

    • 30% off (up to Rs. 10,000/-) any purchase of Furniture Brands; Woodsworth, Mudramark, Mintwud & Casacraft, excluding few deep discounted SKUs. This coupon will not be applicable anywhere else apart from the items aforementioned.
    • 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 10% off (up to Rs. 500/-) on any purchase site wide. These coupons will not be applicable on certain deal items and items marked BFFM.
    • The coupons mentioned will not be applicable on certain deal items and items marked BFFM.
    • 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.

    If you choose to, you can get regular updates on the new arrivals, offers and relevant information for you

  • 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 any day 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. 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 any day 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 any day 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.

  • 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 any day 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 any day between 9AM and midnight on our website by going to the 'Customer Support' page and clicking on 'Click to Chat'.

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

    Coupon received on registering on Pepperfry can be used to purchase anything on the website except for certain deal items and items marked BFFM. Please remember to use the coupon within 3 days of receiving it.

  • Why can't I purchase more than 1 quantity of any item from 'What the Fry' or 'Welcome Deals'?

    'What The Fry' Deals and 'Welcome Deals' are limited in quantity and not meant for bulk purchase. Therefore, we limit purchase of these deals to just 1 quantity per item.

    If you purchase more than 1 of any item from these deals, then the additional quantity is offered at regular price.

  • 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.

  • Can I customize furniture to dimensions, color or finish of my choice?

    Customization is possible on Mudra and Woodsworth OD & PM products. Order/Cart value has to be above Rs.100,000 (Pre-discount).

  • 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 any day 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 organisation 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

  • 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
    • Easy EMI Options by Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered, ICICI bank, American Express (Amex), SBI and Indusland credit card holders
    • Cash On Delivery
    • CashPay – Cash collection by a third party at your doorstep
    • Online Wallets - currently, through Mobikwik & Paytm
  • 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 any day 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 is MobiKwik Wallet? How do I make payments using MobiKwik Wallet?

    MobiKwik 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 'Wallets'. Under 'Wallets' you will find a radio button for MobiKwik. 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. Pepperfry coupons and gift vouchers cannot be used for transactions using the Cash On Delivery payment method. 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 Instalments (EMI) payment options available on Pepperfry?

    The EMI facility is available for all Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered, ICICI bank, American Express (Amex), SBI 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 12% 12% 15% 15% 15% 15%
    Amex 15% 15% 15% 15% Not Available Not Available
    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 any day between 9AM and midnight or refer to Returns Policy.

  • 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.

  • 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.

  • If assembly of furniture is required, then will Pepperfry provide it at my doorsteps?

    Please enter your delivery pin code on the product page. For hundreds of places across India, we provide free assembly service at your doorsteps. If your pin code is not amongst these places that we currently service, you will be advised to arrange assembly by yourself.

  • Do I have to pay extra for assembly of the furniture provided by Pepperfry?

    No, you do not pay extra for assembly. For hundreds of places across India, we provide free assembly service at your doorsteps. For more information, please call our Customer Support Team on 022-6157 6157 any day between 9 AM and midnight.

  • 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 any day 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 exact 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. In case you have some special requests, please call us any day between 9 AM and midnight on 022-6157 6157 and we will our best to accommodate your request.

  • 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 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 any day between 9 AM and midnight on 022-6157 6157 and we will do our best to help.

  • 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. Here are some quick things to know about return/refund:

    • You can initiate the Return Request online by logging in and going to 'My Account' and clicking on 'Return this Item' for the selected product under your orders
    • All products can be returned within 30 days of delivery
    • For Furniture: Returns can be made if the product is defective, damaged, if the dimensions are not as described on the website or you simply did not like it.
    • For Other Products: Returns can be made if the product is defective, damaged, if the dimensions are not as described on the website
    • For friendly guidance through your return process, call our customer support team any day between 9AM and 12 midnight on 022-6157 6157
  • 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.

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

    It is simple and can either be done by going online or by calling us.
    To initiate a return online through My Account:

    1. You can initiate the Return Request online by logging in and going to 'My Account' and clicking on 'Initiate return' for the selected product under your orders
    2. A Pop-Up screen would appear; select the reason for Return, Upload Photographs of the Item showing damage, defect etc. and click Submit button.
    3. Now, your Return Request is submitted. You will get a call from us within 24 -48 hours to confirm the return process and the date of pick-up of the item from your place

    In case you bought the item as a guest user and therefore, cannot access 'My Account' then please call us.

    Or, for friendly guidance through your return process, call our customer support team any day between 9AM and 12 midnight on 022-6157 6157

  • How long do I have to return an item?

    All products can be returned within 30 days of delivery

  • 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:

    1. 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, please call our Customer Support on 022-6157 6157 any day between 9AM and midnight to raise a Return Request.
    2. You are trying to submit a request after 30 Days from the receipt of the item.
  • 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. You can get a 100% refund for your product and then order a new/desired product on Pepperfry again.

  • 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 approve the refund, we will pick up the product through our own in-house logistics team and we do not even wait for the product to come back to us in our fulfillment centers for processing your refunds. All you need to ensure is that you send us the photographs of the product on time for us to process your refunds faster.

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

    The refunds (or money back) are processed within 24 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 at a nominal fee to cover a portion of costs that our merchants would have already incurred in processing your order.

    Non Furniture:

    1. 5% of the paid value is charged if order is cancelled before item is shipped.
    2. 20% of the paid value when the order is cancelled after it is shipped from our fulfillment centers.

    Furniture:

    1. No charges: If the request is placed within 24 hours of receipt of the order
    2. Rs. 1000 if cancellation is requested after 24 hours
    3. No cancellation requests will be accepted after 4 days from the date of receipt of order 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.

  • How do I track my order after it is despatched 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.

  • 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 any day 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 any day 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, pleasee check if someone else accepted the order on your behalf - check with family members, neighbours, 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 with in 24 hours.

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

    If the product received is damaged, and you open in in front of the delivery person then bring it to the notice of the delivery personnel immediately.

    In case you notice the damage later, please call us on 022-6157 6157 any day between 9AM and midnight or write to us on tellus@pepperfry.com. Our team will get back to you with in 48 hours with a resolution.

    Based on the assessment of the damage, either the damaged item will be fixed or a refund will be processed.

  • 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 any day 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 with in 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.

    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 any day 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. In the event of cancellation after 24 hours, a cancellation fee of Rs.1000 will be charged and the balance amount will be refunded to you.

No cancellation requests will be accepted after 4 days from the date of receipt of order for this item on Pepperfry. Pieces of furniture are made specifically for your order.

Frequently Asked Questions

New Complaint or Feedback?

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Have an Unresolved Complaint?

Let us know and our team will contact
you promptly

Write to Senior Management

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to us for immediate attention

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