Detailed FAQ

Last updated: 26 August 2026

Orders & Confirmation

Do you confirm every order?

Orders are subject to confirmation/verification before processing. Bashariya may call and/or send a WhatsApp summary. COD and customised orders require the relevant payment/confirmation before processing.

Why do you send a WhatsApp summary?

It creates a written record of important details and gives you a chance to correct a mistake before processing.

What if I do not reply to a WhatsApp summary?

For a standard non-customised order whose details were already confirmed, Bashariya may proceed after approximately 24 hours if no correction is received. Customised orders require written confirmation before production.

Can I change size or length after ordering?

Contact us immediately. Changes are possible only before the relevant preparation/production stage and subject to availability. A non-standard change may make the order customised.

How do I get sizing help before ordering?

Use the size chart on the product page and contact Bashariya Customer Support if you need clarification before placing the order.

Prepaid, COD & Payments

What is the prepaid discount?

Eligible prepaid orders receive 10% off merchandise value through the prepaid offer shown at checkout.

What is the COD charge?

COD / Partial COD carries a ₹99 COD handling charge. This is a separate payment-method service charge and is not shipping.

What is the difference between the ₹99 COD charge and the ₹300 advance?

The ₹99 is an additional COD handling charge. The ₹300 is not a fee; it is part-payment toward the order and is deducted from the balance payable on delivery.

Why do I need to pay ₹300 on a COD order?

The advance confirms the COD order and is adjusted against the total order value. You pay only the remaining balance on delivery.

What happens to my ₹300 advance if I cancel before dispatch?

For a normal non-customised COD order cancelled before dispatch, the ₹300 advance is refundable even if the garment has already been prepared but has not shipped.

Can I convert my COD order to prepaid?

Yes, if the order has not yet been processed and remains eligible. Bashariya may send an official payment link; the applicable prepaid offer may be applied and the COD handling charge removed.

How much advance is required for a customised COD order?

A minimum 30% advance is required before production. Some unusually complex/high-risk custom orders may require a higher advance or full prepaid payment.

Where should I make payment?

Only through bashariya.com/Cashfree, an official Bashariya payment link, or the official ARFEENZ LIFESTYLE LLP bank account.

What prepaid payment methods are available?

The payment methods enabled by Cashfree and displayed at checkout may include UPI, cards, net banking and other available prepaid methods.

How are online payments secured?

Online payments are processed through Cashfree or the payment provider shown at checkout using that provider's payment infrastructure. Bashariya does not need to receive or store full card or UPI credentials to fulfil an order.

Can I raise a payment dispute or chargeback?

Where a chargeback or payment-dispute option is available, it is governed by your issuing bank, payment network and/or payment provider. You may contact Bashariya first for an order/payment issue without giving up any lawful chargeback right. Cashfree customer transaction support is available at https://www.cashfree.com/support/.

Shipping & Delivery

What is the shipping charge?

Standard Shipping is ₹149 when gross cart/product value is below ₹3,000.

When is shipping free?

Free Standard Shipping applies when gross cart/product value is ₹3,000 or more, calculated before the prepaid discount.

If shipping is free, why is there still a ₹99 charge on COD?

Free Standard Shipping waives the shipping charge only. The ₹99 COD handling charge is a separate charge for using COD/Partial COD.

Does the 10% prepaid discount reduce my free-shipping eligibility?

No. Free-shipping eligibility is calculated on gross cart/product value before the 10% prepaid discount.

If my cart is exactly ₹3,000, do I get free shipping?

Yes, if the checkout shows gross merchandise/cart value of ₹3,000 or more.

How long does dispatch take?

Most normal garments take approximately 3-5 working days to prepare and dispatch after confirmation/payment. Handwork, embroidery and specially prepared garments may take approximately 10-12 working days.

Is courier transit included in that time?

No. Preparation/dispatch time is separate from courier transit.

Can I ask for express shipping?

You can ask. If a special service is available, additional charges may apply.

Do you ship internationally?

Not currently. Bashariya presently ships within India only.

Can I change the delivery address after dispatch?

Usually not. Contact us immediately; if a change is possible, it may cause delay or extra courier cost.

What if I entered the wrong address?

Contact Bashariya immediately. If the parcel has not shipped, the address may be corrected after verification. If it has already shipped, correction may not be possible and additional logistics may apply.

What if the courier loses my parcel?

Bashariya will investigate with the courier. If the parcel is confirmed lost or the courier cannot provide credible delivery evidence, Bashariya may offer replacement or refund as appropriate.

What if my order is delivered later than a delivery schedule Bashariya expressly stated or agreed?

Contact Bashariya. Where applicable law requires a remedy for delivery later than the expressly stated/agreed schedule, Bashariya will provide the required return/refund or other remedy, except where a lawful force-majeure exception applies.

How do I track my order?

Use the tracking details sent after dispatch. If tracking is unclear or stalled, contact Customer Support with your order number.

What if I am not home when the courier comes?

Respond to the courier/Bashariya as soon as possible so another attempt can be requested where available. A genuine missed attempt is not automatically treated as customer fault.

Returns & Refunds

How do I start a return?

Send your order number and reason in writing by WhatsApp at +91 9891136261 or email care@bashariya.com within the applicable window. Do not return the parcel until Bashariya confirms instructions.

How many days do I have?

An eligible preference-based return request must be raised within 3 calendar days from delivery.

Can I return an order worth ₹999 or less?

Not for change-of-mind/preference reasons where the order's merchandise/cart subtotal is ₹999 or less. Shipping and COD handling charges are excluded from this threshold, and the 10% prepaid discount does not by itself change eligibility. Genuine defect/wrong-item rights remain separate.

If one item is ₹700 but the total order is ₹2,500, is it automatically non-returnable?

No. The ₹999 rule applies to the order's merchandise/cart subtotal, not automatically to the individual item's price.

Can I return a product just because I changed my mind?

If the order/product is eligible and the request is timely, Bashariya may accept it for exchange or store credit subject to condition and exclusions.

Can I get cash instead of store credit for a preference return?

Normally no. Approved voluntary preference returns are ordinarily resolved through exchange or store credit.

How long is store credit valid?

3 months from the date of issue.

Can store credit be transferred or encashed?

No. It is non-transferable, usable only on bashariya.com and not redeemable for cash.

Who pays the return courier?

For a preference-based return, the customer arranges and pays the return courier.

Will Bashariya also deduct its original outward courier cost?

No additional original-outward-courier deduction is made from eligible merchandise value merely because Bashariya paid the original courier. Shipping/COD charges actually paid are normally non-refundable for voluntary returns.

Can I return a discounted product?

A normal sale/discount badge does not automatically make an item non-returnable. A product is final sale only when clearly disclosed before purchase.

Are fragrances returnable?

Fragrances and products specifically marked No Return/Non-Returnable are not eligible for preference-based return/exchange/store credit.

Exchange

How do I start an exchange?

Send the order number and requested replacement in writing by WhatsApp or email within 3 calendar days of delivery.

Can I exchange for another size?

Yes, if the product/order is eligible.

Can I exchange for a different product?

Yes, subject to eligibility and availability.

What if the new product costs more?

You pay the price difference before dispatch.

What if the new product costs less?

The eligible balance is issued as Bashariya store credit.

How many times can I exchange?

One voluntary return/exchange cycle per order/product.

Who pays shipping on a voluntary exchange?

The customer pays both the return courier and the applicable re-dispatch shipping for the replacement.

Do Bashariya products come with a separate warranty or guarantee?

Unless a product page expressly states a separate commercial warranty/guarantee, Bashariya does not provide one beyond rights and remedies available under applicable law.

Customised Orders

What counts as customised?

Any option clearly marked 'Customised' on the product page, or a non-standard customer-requested size, length, design or alteration.

How is a customised order confirmed?

Bashariya sends the final specifications by WhatsApp/email and production starts only after the customer confirms them in writing and the required payment is received.

Can I cancel a customised order?

Yes before production starts. After written confirmation and production start, cancellation is restricted and reasonable, reasonably demonstrable non-recoverable custom-production costs may be retained.

Can I return a customised product if I do not like it or it does not fit as I expected?

Not for preference/change-of-mind where the garment was made according to the written confirmed specifications. A genuine defect or material deviation from confirmed specifications is handled separately.

Damage, Defects, Wrong or Missing Items

How quickly should I report a visible problem?

Visible transit damage, wrong/missing items, tampering and issues apparent on opening should be reported within 24 hours so the parcel/courier evidence can be checked quickly. The 24-hour period is not an absolute bar where the issue could not reasonably have been identified earlier or applicable law requires otherwise.

Do I need an unboxing video?

For visible transit damage, tampering, wrong-item and missing-item claims, Bashariya requires a continuous unedited unboxing video under its claim procedure and ordinarily treats it as the primary evidence. If a valid video is unavailable, the claim will not automatically be rejected solely for that reason and may be assessed using other available evidence.

What if I do not have an unboxing video?

The claim is not automatically rejected solely for that reason. Bashariya may require additional evidence, courier verification, parcel-weight/scan information, photographs, return inspection or other investigation.

What if a defect appears later and could not be seen while opening?

Report it promptly after discovery with photographs/video and details of how the issue appeared. The 24-hour visible-issue expectation is not intended to create an absolute cutoff for a genuine latent defect.

What should the unboxing video show?

The sealed parcel, courier label/order details, continuous opening, all items removed and the claimed issue clearly visible.

Is a colour difference always a defect?

No. Reasonable variation can occur due to lighting, photography, screens, fabric batches and production. The garment must still materially correspond with the ordered design/specifications.

The fabric feels thinner than I expected. Is that a defect?

Not automatically if the product page accurately disclosed the fabric, lining and construction. A subjective expectation of greater thickness/premium feel is normally preference rather than defect.

What stitching issues may count as defects?

Examples include open/weak seams, substantial construction failure, broken zipper, tear or another significant workmanship fault. Minor removable threads or small hand-finishing differences are not automatically defects.

What measurement variation is normal?

Manual tailoring may involve reasonable variation, typically around ±1 inch. A substantial deviation from confirmed specifications can still be a genuine issue.

What happens if my claim is approved?

Depending on the issue, Bashariya may offer correction/repair, replacement, exchange, refund or another legally appropriate remedy.

RTO / Failed Delivery

What is RTO?

Return to Origin: a dispatched parcel that comes back because delivery could not be completed.

If the courier marks me unreachable, will I automatically be charged?

No. Bashariya does not automatically assume courier status equals customer fault.

Do I have to provide an alternate phone number?

No. It is optional but strongly recommended where available, and the alternate person should consent to delivery-related contact.

When can logistics cost be recovered from my COD advance?

Only where Bashariya has reasonable evidence that the confirmed parcel returned because of customer refusal, repeated non-response/non-cooperation, non-payment of COD balance or another clear customer-caused reason. No customer-fault recovery applies where the return results from Bashariya/courier error, defective/wrong/materially misdescribed goods, qualifying late delivery or another circumstance for which the customer is not legally responsible.

How much can be recovered?

Bashariya may recover the actual and reasonable forward/return logistics costs incurred, up to a maximum of ₹240 from a normal ₹300 COD advance. Any remaining balance is refunded. On request, Bashariya will explain the basis of the amount recovered and the evidence relied upon to calculate it.

What if the courier never called me?

Tell Bashariya promptly. If evidence indicates courier failure or a genuine missed attempt and you cooperate, the case is not automatically treated as customer-caused.

Can the parcel be sent again after RTO?

Often yes, depending on the cause. Customer-caused RTO may require extra logistics payment in advance and/or prepaid/stricter payment terms.

Can COD be blocked after repeated RTOs?

Yes. Repeated verified refusal/customer-caused RTO may result in COD being restricted or disabled.

Refunds, Complaints & Support

How long does an approved return/defect refund take?

Where return/inspection is required, Bashariya aims to process it within 10 working days after the product is received, inspected and approved.

How long does an approved pre-dispatch cancellation refund take?

Bashariya normally initiates an approved pre-dispatch cancellation refund within 5 working days; the bank/payment provider may take additional time to reflect it.

Where will my refund be sent?

Through the original/Cashfree payment source where feasible or from the official ARFEENZ LIFESTYLE LLP bank account.

If a full refund is due because Bashariya is at fault, are the original shipping/COD charges refunded?

Yes, where a full refund is due because of a verified Bashariya-fault claim or applicable law, applicable original shipping and COD handling charges actually paid by the customer will also be refunded.

My parcel shows delivered but I did not receive it. What should I do?

Report it as soon as possible, preferably within 48 hours of the Delivered status, and ordinarily within 30 calendar days from the courier's marked-delivered date so courier evidence can be investigated effectively. A later complaint will not be rejected solely because this operational period has passed where applicable law or the circumstances require otherwise. Bashariya may investigate for approximately 5-10 working days.

How do I lodge a complaint or grievance?

Send your order number and complaint to care@bashariya.com or WhatsApp +91 9891136261. You may label it 'Formal Grievance' for faster routing, but those exact words are not required. A complaint alleging a defect, deficiency, delivery/payment/refund problem, policy dispute or other unresolved issue that requires investigation/redressal will receive a complaint reference number for tracking. If such a complaint is first made by phone, Bashariya will create a complaint record and provide the reference number.

How quickly will a grievance be answered?

Bashariya will acknowledge a consumer grievance within 48 hours and redress it within one month from receipt.

Will I get a GST/tax invoice?

Bashariya will provide the applicable invoice/tax document for the order in accordance with its invoicing process and applicable law.

How can I contact Bashariya?

Phone/WhatsApp: +91 9891136261. Email: care@bashariya.com. Customer Support: Monday to Saturday, 11 AM to 6 PM.

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Legal & Customer Contact

ARFEENZ LIFESTYLE LLP | LLPIN: AAI-2559 | Registered with limited liability
Registered Office: G-79, Ground Floor, Shaheen Bagh, Abul Fazal Enclave-2, Jamia Nagar, Okhla, New Delhi, South Delhi, Delhi - 110025
Operational / Customer Support Address: 274/178, Zakir Nagar, Jamia Nagar, New Delhi - 110025
Grievance Officer: Tariq Hasan | Designation: Grievance Officer | Phone/WhatsApp: +91 9891136261 | Email: care@bashariya.com
Support Hours: Monday to Saturday, 11 AM to 6 PM

Nothing in this FAQ limits rights that cannot lawfully be excluded under applicable law.