Billing and Payments
1. What payment methods are accepted at Sandalwali?
We accept all MasterCard, VISA, American Express, and Citibank Maestro Debit Cards (an online real-time authorization is done through the Payment Gateway) and PayTM. If you have an Indian bank account, you can also transfer your payment directly to us using our payment gateway’s net banking facility. Cash on Delivery (COD) is not available as of now.
2. What payment gateway do you use?
We use Razorpay for all our online transactions. No card details are stored and it ensures a safe online banking experience.
Shipping and Delivery
3. How do you ship your products?
All our shipments are delivered by our logistics and delivery partner, the aggregator – Shiprocket.
4. What is the shipping and delivery charge?
The price of our Sandals is inclusive of all shipping charges. We ship free pan India!
For international orders, shipping charges are area dependant and as charged by our logistics partners. You may be charged customs and/or import duties by your local customs office once the package reaches your country. Read our international shipping policy for more information.
5. How long will it take for my order to reach me?
All orders are dispatched within 7 working days from the Sandalwali factory, post which you will be able to track your order via an auto-generated link and code received once the order is confirmed.
6. Can I ship different items in my cart to different shipping addresses?
We can only process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders.
7. Do you offer expedited shipping?
Yes! We do offer speed post and over night delivery but it is location dependant and charges for the same will be applicable. Get in touch with us to know more details.
8. Will my entire order ship together?
If your order has a singular shipping address, then the entire order will ship together. However, if you have placed your order with 2 or more shipping addresses, all parcels will be dispatched separately.
9. How do I track my order?
Upon confirmation of your order, you will receive an auto-generated link and order number to track your order, via the provided e-mail and mobile number both from Shiprocket (our authorised delivery partner) and Sandalwali.
You will additionally receive a notification via SMS or e-mail once the product is in transit, followed by another notification upon delivery of the product.
10. What is your policy on change of delivery address?
You can change the delivery address by notifying us via e-mail at info@sandalwali.com , within 48 hours of placing your order or before your order is dispatched, whichever comes first.
If Sandalwali is not notified about the changed delivery address within the above specified time period, the order shall be considered fulfilled. Sandalwali takes no responsibility for the product being misplaced, stolen or damaged in this case.In case the product is returned to us in its original shipment condition by our courier partners, it will be treated as a returned shipment. We will notify you of such return, and provide you the option of re-delivery or exchange, which must be confirmed by you within 48 hours of our communication. If no such confirmation is received by you in 48 hours, the order shall be considered fulfilled. No cancellation or refund requests will be entertained on such products.
Customization
11. Is customization possible?
Yes! Finding your perfect fit is our goal. You can customize your Sandals in the following ways:
a) Colour Customization – We offer colour customization to our existing sandals. Contact us to know if we can help you with your colour of choice.
b) Dimensions Customization – We offer to make sizes that are above or below our standard size range (EU 37-41) and also offer to customize our sandals to the width of your feet.
c) Personal Foot Preferences – Extra cushioning for flat feet, using different materials for sweaty feet (like cloth, suedette or special leather), differently sized sandals for differently sized feet and Vegan footwear with all-vegan materials. Contact us to know more.
*Cost of Customization is style and material dependant. Click here
12. Is the Return/Exchange of Customized Sandals possible?
Customized Sandals are ineligible for returns or exchanges of any kind, except when the item delivered is damaged/defective or the wrong order. In this case, read our policy regarding Returns and Exchanges of the same.
13. How long does it take to deliver customized sandals?
Delivery for customized sandals takes longer than our usual shipping time of 7 working days. Get in touch with us for further details by writing to us at info@sandalwali.com
Sustainability and Community work
14. Are Sandalwali products sustainable?
Yes, our products are made of a wide array of materials like leather, cloth and recycled fabrics and we try our best to be as eco-friendly as possible. Every sandal is handmade, thereby minimising the wastage of resources and creating more employment opportunities. All our operations are carried out in a strictly ethical and socially compliant manner and we are committed to uphold all our responsibilities.
15. Are Sandalwali Sandals comfortable?
Yes! All our sandals come with butter-soft cushioning on the base with an anti-slip sole. You can also opt for extra-foam cushioning and any alterations that you require- your comfort is our priority!
16. Does Sandalwali give to community organisations?
We support distressed women in India, by donating Rs.50/- for no every pair sold towards their upkeep & empowerment. This is done through various charities in India.
Gifting
17. Do you offer gift vouchers?
We believe in the art of gifting! Give the gift of choice to your loved ones – Click here.
18. How can I redeem my e-gift card?
19. Can my purchase be gift wrapped?
We do not offer gift-wrapping services but we allow you to put in a personalised note and can offer to remove the purchase invoice from the packaging if you wish to do so!
Returns, Exchanges, Cancellations, Refunds and Modification
20. What is your return and exchange policy?
At Sandalwali, we strive to make your shopping experience as hassle-free and comfortable as possible. Only products that are unused, unworn, unwashed and undamaged, with all labels and tags completely intact, and in its original packaging are eligible for exchange.
Sandalwali retains the sole discretion to accept or reject any exchange requests after inspection of the returned products.
Customized products, Items on Sale and International orders are not eligible for return, exchange, refund or cancellation.
To return or exchange your product, write to us at info@sandalwali.com
21. Can I choose a different item in exchange?
No. Exchange is only allowed to change the size of the sandal that you previously picked out. Customers cannot pick a different sandal to exchange.
The same has to be notified to us via email at info@sandalwali.com within 48 hours of the product being delivered to you.
You must then return the product to us at C-48, Sector-4, Noida, Gautam Budh Nagar – 201301 U.P within 7 days of you notifying us via e-mail. All shipping and delivery expenses must be borne by you.
If the value of the replacement product exceeds that of the previously purchased product, the difference will have to be paid in advance.
22. How can I cancel/refund my order?
We currently do not accept cancellations or grant refunds for any orders. Please refer to our Returns and Exchange policy to exchange products.
23. How can I modify my order?
You can modify your order at any time during the shopping process by editing / modifying your shopping cart. Once you confirm payment for the items in your shopping cart, the order is considered as final and cannot be modified.
24. What should I do if I receive a damaged/defective/wrong product in my order?
Our shipments go through rigorous quality check processes before leaving our warehouse. In the rare occasion that a product has been damaged in transit or a wrong product has been received, you can initiate a replacement/ exchange in accordance with our Returns and Exchange policy mentioned above.
E-mail us images of the damaged product at info@sandalwali.com within 24 hours of receipt of order. The photographs must clearly show the damaged areas of the product.
Upon inspection of the photographs, if our team finds the damage to be substantial or non-repairable, we will initiate a full refund for your order.
If we find the damage to be minor and repairable, we will reject your request for a refund or in the alternative, provide you with discount coupons or gift cards as compensation.
In case you have received a wrong product, please send us images of the incorrect product via e-mail at info@sandalwali.com and we will initiate a refund or the same after confirming the error.
* Sandalwali reserves the sole right to accept or reject any request for refund.
25. Can I return a part of my order?
Yes. If you have ordered multiple items, you can initiate a request for exchange for any individual item in accordance with our Returns and Exchange policy.
However, any individual item being returned needs to be returned in full with all its components, including any complimentary gifts or products which came along with it.
Packaging and Care
26. How are the orders packaged?
All our sandals are packaged with tissue to maintain the shape of the sandal with a reusable cloth bag that protects the sandals from getting damaged in transit. All of this is then packed into a box and then dispatched from our warehouse.
27. How should I take care of my sandals?
Follow these simple instructions to keep your sandals in top shape! Make sure to keep your sandals dry and away from moisture. If at all exposed to moisture, dry them out for a few hours before putting them back in their fabric bags.
General
28. Where is Sandalwali headquartered?
Find us at All That Jazzz, C-48, Sector-4, Noida, Gautam Budh Nagar, U.P. 201301
29. Where can I buy Sandalwali products in India?
Sandalwali products are currently available on our website (sandalwali.com/shop) and in-store at the Collage Store in Bangalore and the Paperboat Collective Goa. We also do e-commerce with Ogaan, LBB, Aza Fashions and the Fuel Store.
30. Do I have to sign up for a Sandalwali account to place an order on the website?
You do not have to create an account to shop with us. However, it is compulsory to fill out our form with details such as name, e-mail address, mobile number, etc. when placing order and checking out.
31. If I have problems with my order, who should I contact?
Write to us via e-mail at info@sandalwali.com and we will get back to you!
32. How can I place a bulk order?
Oh, we know! Our sandals are too great to order just one pair! Get in touch with us via e-mail at info@sandalwali.com to discuss your bulk order.