Due to covid restrictions, we are experiencing a delay in delivering your packages. Please bear with us!
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FAQ's

Incase you have any questions about your payments, order dispatch, return or bulk enquiries, we’re just a quick email, phone call or WhatsApp away. You can email us at support@samoolam.com or call us on + 91 7424888999.
Our working hours are Monday to Saturday from 9:30 AM to 5:30 PM IST

Payments

What payment methods do you accept for orders within India?

We accept all major debit & credit cards (including Mastercard, Visa & American Express) and provide Net Banking options across major banks through our payment gateways PayU for shipping within India.

Do you have Cash on Delivery (COD) available?

Free COD is available for orders from Rs.500 to Rs.15000. Orders exceeding Rs.15000 should be prepaid.

What payment methods do you accept for international orders?

For all international transactions, we accept major Credit Cards (including Mastercard, Visa & American Express), as well as payments via PayPal. PayPal and PayU are our third-party payment gateways partners.

Shipping within India

What is your shipping policy within India?

Shipping within India is FREE for all orders above Rs. 500. For orders below that, we charge a flat shipping fee of Rs. 100. For shipping timelines, please refer to the product descriptions page for each product. *Please note that Saturdays, Sundays, and Public Holidays are not set as working days for standard deliveries. *Due to covid restrictions we are experiencing a delay in delivery of packages. You can keep an eye on your order here.

International Shipping

Do you ship internationally?

Currently, we are shipping to Australia, Canada, Hong Kong, Japan, Singapore, The Netherlands, United Arab Emirates, United Kingdom and United States of America. In case your country is not listed please get in touch with us at support@samoolam.com. Or WhatsApp/call us on + 91 7424888999 and we will get back to you with the shipping possibility and the estimated cost. Our working hours are Monday to Saturday from 10:00 AM to 6:00 PM IST.

How much time does international delivery take?

International orders: delivered within 7-15 business days. We do not support any returns & exchanges for international orders. *Due to covid restrictions we are experiencing a delay in delivery of packages. You can keep an eye on your order here.

Who pays Duties & Taxes on orders?

Duties & Taxes for international orders are not included in your order and are over and above any shipping and handling charges paid at checkout. Most countries charge duties on imported items which are levied at the time of port entry and they vary based on the destination country and the products imported. You will need to pay the applicable duties and taxes directly to the shipping agency (Amarex, DHL, FedEx, etc.) after you receive an invoice from the shipping agent at the time of your order delivery.

Order dispatch

How much time do you take to dispatch the order?

Products that are in stock are shipped within 72 hrs of receiving them. Made-to-order products usually take between 10 - 15 days to be dispatched. They should reach you within 4-7 days of placing an order. *Please note that Saturdays, Sundays, and Public Holidays are not set as working days for standard deliveries. *Due to covid restrictions we are experiencing a delay in delivery of packages.

How do I track my order?

Once your order is shipped, the Airway Bill Number (AWB no.) is sent to you via text message/email from our courier partner Shiprocket. You can also keep an eye on your order here and enter the AWB number to track the current location of your shipment and the expected date of delivery.

Who to contact for product dispatch?

Should you have any questions about your order dispatch, we’re just a quick email, phone call or WhatsApp away. You can email us at support@samoolam.com and we will get back to you in 24hrs. Or WhatsApp/call us on + 91 7424888999. Our working hours are Monday to Saturday from 10:00 AM to 6:00 PM IST

Where do I see the status of my order?

If you’ve placed the order as a guest, you can also keep an eye on your order here with the AWB number you’ve received by email and SMS.

Return & Refund

What is the product return policy?

Before you return a Samoolam product, please take a moment to understand how our products are made. All our products are handmade by experienced artisans, one piece at a time, making each piece unique. Due to this process, a slight variation in colour tone, shape or size may occur between products that are not regarded as a defect and will not be eligible for return or replacement.

What makes a purchase eligible for a return?

Your purchase is eligible for return or replacement only if it meets the following conditions: 1) If an incorrect product was delivered to you, i.e. the product does not match the item description mentioned on the website or the wrong product is delivered and 2) If the product you receive has a genuine quality or manufacturing defect or damage.

What is the process for a return?

If your purchase meets our return criteria stated above, please contact us on support@samoolam.com.com within 24 hours of delivery with the following information: Order number, delivery address, specify the reason for return, and in case of a defective or incorrect product, please send us an image of the item.

Who will arrange the reverse pickup?

Team Samoolam will schedule a reverse pick-up within 3-4 business days. Please ensure that the product you return is unused/ unworn with the original tags intact. Please note that international orders are not eligible for returns.

Who makes the final decision on a product return?

Given the nature of our products, we reserve the sole discretion to provide the resolution to any situation as we deem fit. Each return or exchange request is handled on a case by case basis, and we request you to get in touch with our team for prompt resolution.

Are products purchased on sale eligible for a return?

Products purchased during a sale are not eligible for return or exchange.

CANCELLATION POLICY

What is the order cancellation policy?

Cancellations for a full refund must be made within 24 hours of making the purchase. No refunds will be issued for orders cancelled after 24 hours.

Is part cancellation of order possible?

Part cancellation of the order is not possible.

GIFT CARD

Are there any additional charges associated with purchasing a Samoolam gift card?

Apart from the amount of the gift, there are no fees or charges associated with purchasing a Samoolam gift card.

Where can gift cards be redeemed?

Gift cards can be redeemed online at www.samoolam.com at checkout. The gift amount will be applied to your purchase and the balance payment can be made via any of our payment methods.

When does the gift card expire?

Gift cards will expire after 1 year from the date of issue and any corresponding unused balance shall be forfeited thereafter. Please note that the validity of gift cards cannot be extended and new gift cards cannot be provided against the expired/unused gift cards.

What if I lose my gift card?

Your gift card number is unique and confidential, and you are solely responsible for its safety. If you have misplaced your gift card, please write to our customer care team at support@samoolam.com and we will get back to you in 24hrs. In the event of any misuse of your card due to loss of any such confidential details, Samoolam will unfortunately not be able to provide a refund against the amount lost.

Can I get a refund on my gift card?

A Gift card once purchased cannot be cancelled and no refund is applicable. A Gift Card purchased in INR cannot be converted to any other currency.

BULK ENQUIRIES

What is the eligibility for a Bulk Order?

Buying in bulk is a terrific way to save money! Depending on the product and the total invoice amount we offer great discounts on your purchase. The minimum value to be eligible for discounts is approximately USD $1,000.

How do you place a bulk order?

A bulk order can be placed by anyone from anywhere in the world and will be delivered anywhere in the world. Contact us at support@samoolam.com with your name, company name, email, phone number, shipping address and the products you are interested in. Once your request is processed, you will soon receive a call/email from us with product pricing and an estimated shipping time. Please note: Discounts are available on total invoice value excluding shipping charges. Bulk orders are not eligible for returns or exchange.

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