FREQUENTLY ASKED QUESTIONS
WELCOME TO THE AESMARIZE CUSTOMER SERVICE
Can I change or cancel my order?
Yes. You can cancel your order before it gets shipped.
Is there a minimum purchase amount?
No. You can easily place an order without having to think about a minimum order amount.
Why have I not received any order confirmation?
Please be aware that it can take up to 2 hours before you receive an email confirming your order. If you have placed an order and still have not received any order confirmation within 2 hours from the time you placed your order, please contact our Customer Service
Can I exchange an item?
Yes. We offer a ‘no questions asked’ return & exchange policy. If at all you are not 100% satisfied with your purchase, you can return your order or a part of your order for a full refund of the total paid price.
Return of products will be accepted only if the products are returned in a sell able condition with the tags intact and in their original packaging, in an unwashed and undamaged condition along with their original receipt of purchase.
Refund or replacement for merchandise is subject to inspection and checking at our end.
Some special rules for promotional offers may override Aesmarize’s 10 Day Returns Policy.
Part of my order is missing
If an item is missing from the parcel although it is stated on your delivery note, please contact Customer Service. Please state your order number and the item number or product name of the missing item and we will help you.
What to do if I receive a faulty/incorrect item?
Please return the faulty/incorrect item to us. We will offer you an exchange or a full refund of the paid price.
How long for my delivery to arrive?
Our endeavour is to get your order to you in the shortest possible time. Our standard deliveries take 5-7 business days from the date of order confirmation.
What are the shipping costs?
At present we do not charge you any shipping fees. We’re offering ‘Free Shipping’ across all orders.
Can I track my order?
Yes. You will receive a shipping confirmation by email and/or SMS which will include a unique tracking number that you can use to track your parcel. You can also go to ‘My Account’ at the top of the site.
Do I have to pay any other taxes and/or fees?
All taxes and other fees/charges are included in the price of the order.
Do you deliver to PO Box addresses?
For security reasons, we unfortunately, cannot ship to PO Box addresses.
Why can I not track my parcel?
It can take up to 48 hours before you can see the first scan on your parcel. If there is still no information regarding your parcel after 48 hours, please contact Customer Service.
My parcel is damaged - what do I do?
Always check the parcel before accepting receipt of your delivery. Do not accept receipt of the parcel, if it turns out to have been damaged during transportation. The parcel will then be returned to us, and we will refund you the full amount of your order or send a replacement.
How do I pay my order?
We offer the following payment options :
- Credit Card
- Debit Card
- PayU Money
Will I be charged any extra fees?
No. All fees & additional charges besides those mentioned on the check-out page will be borne by us.
Is it safe to order online?
RETURNS AND REFUNDS
RETURNS AND REFUNDS
Have you received my return?
We will send you a confirmation by email as soon as we have received your return. Post confirmation from our inspection team, we will initiate the exchange or refund.
How will I receive my refund?
If the payment was made by Credit Card or Net-Banking, we can either issue reverse credit to the Credit Card or credit your Net-Banking account.
If the payment made was by Cash on Delivery, we can either issue Aesmarize Gift Card with Exact amount paid or Bank Transfer. Aesmarize Gift Cards can be utilized on a future purchase on the website.
If Aesmarize’s Gift Cards were used to make a purchase, refund will only be issued as Aesmarize’s Gift Cards. These can be utilized on a future purchase on the website.
When will I receive my refund?
Typically the refunds are initiated within 2 days of Product Inspection. Receipt of the refund would depend on the mode of payment chosen by you. The expected timelines are as below :
|Refund Method||Refund Receipt Time (After Initiation)|
|Aesmarize’s Gift Cards||1 business day|
|Bank Transfer/NEFT||7-10 business days|
|Debit Card||7-10 business days|
|Credit Card||7-10 business days|
What to do if I have been refunded the wrong amount?
If you think you have been refunded the wrong amount, please contact Customer Service and state your order number and the correct refund amount.
How do I get a coupon code?
By signing up for our Customer Club you will receive a 10% coupon code. As a member of our Customer Club you will receive emails with special offers and different coupon codes. Besides this, you may avail of coupon codes through our various social & digital marketing channels.
Please note: Coupon codes cannot be combined with any other promotions or applied to already discounted items.
What if my coupon code does not work?
Make sure you distinguish between capital and small letters when filling in the coupon code. If it still does not work please contact our Customer Serivce.
Can I combine a coupon code with already discounted items?
Unfortunately no. Coupon codes cannot be combined with any other promotions or applied to already discounted items.
I forgot to add the coupon code to my order - what do I do?
Unfortunately, we cannot deduct the value of a coupon code from an order that has already been placed. You are of course welcome to add the coupon code to a new order.
What is a "My Account"?
“My Account” is an account which you can create on our portal to make the purchase process easier and faster.
How do I create a "My Account"?
Click on ‘My Account’ in the right corner of the online shop and hereafter click on ‘Create Account’. On the registration page, all fields marked with * are mandatory. We comply with the applicable data protection regulations so your personal data will not be passed on to third parties.
What are the advantages of having a "My Account"?
Your benefits as a registered user are :
- Quick and easy checkout process
- View your order history
- Save multiple shipping addresses
- Possibility of receiving special offers
- Possibility of receiving invitations for special events
Can I order without a "My Account"?
Yes of course you can. You will just miss the benefits of having an Account for instance you would have to fill in your delivery address & other details in the checkout process.
How can I delete "My Account"?
You can send an e-mail to our Customer Service, who can delete your account for you. The e-mail is: [email protected]
How do I find a specific store?
We are yet to launch a Store please Drop an email on [email protected] we will notify you with detailed address.