Detailed FAQ
Last updated: 26 August 2026
Quick Summary
- Use this page for quick answers: It covers orders, prepaid/COD, shipping, returns, exchanges, customised orders, defects, RTO, refunds and complaints.
- Standard COD: Available on eligible orders up to ₹5,000. A ₹99 COD handling charge applies and a minimum ₹300 advance is collected after order confirmation before processing.
- Partial COD: For eligible orders from ₹5,001 to ₹20,000, 10% is paid online at checkout and the balance is paid on delivery.
- Above ₹20,000: COD / Partial COD is not available. The order must be prepaid.
- Prepaid: Eligible prepaid orders can receive 10% off merchandise value through the prepaid offer shown at checkout.
- Need the full rule: The applicable detailed policy and applicable law govern if an FAQ answer needs more context.
- Need help: Phone / WhatsApp: +91 9891136261 | Email: care@bashariya.com | Monday to Saturday, 11 AM to 6 PM.
Orders & Confirmation
Do you confirm every order?
Orders are subject to confirmation and verification before processing. Bashariya may call and/or send a WhatsApp summary. COD and customised orders require the relevant payment and 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 or 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 provided with the relevant product 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. The offer may need to be selected or applied by the customer before completing payment.
When is Standard COD available?
Standard COD is available on eligible orders up to ₹5,000, subject to serviceability, product type, customer history and Bashariya's risk checks.
What is the ₹99 COD charge?
A ₹99 COD handling charge applies to eligible Standard COD orders up to ₹5,000. It is a separate payment-method service charge and is not the same as shipping or the ₹300 COD advance.
What is the difference between the ₹99 COD charge and the ₹300 advance?
The ₹99 is an additional Standard COD handling charge. The ₹300 is not a fee. It is part-payment towards the order and is deducted from the balance payable on delivery.
Why do I need to pay ₹300 on a Standard COD order?
The advance confirms the Standard COD order before processing. It is adjusted against the order value, so you pay only the remaining balance on delivery.
What happens to my ₹300 advance if I cancel before dispatch?
For a normal non-customised Standard COD order cancelled before dispatch, the ₹300 advance is refundable even if the garment has already been prepared but has not shipped, subject to the Cancellation Policy.
What is Partial COD?
For eligible orders from ₹5,001 to ₹20,000, Partial COD applies. You pay 10% of the order value online at checkout and pay the remaining balance on delivery.
Is the ₹99 Standard COD charge also charged on Partial COD?
Not currently for the ₹5,001 to ₹20,000 Partial COD range, unless a COD or payment-method charge is specifically displayed at checkout.
Can I place a COD order above ₹20,000?
No. For orders above ₹20,000, COD / Partial COD is not available and the order must be prepaid.
Can I convert my COD or Partial COD order to prepaid?
Yes, where the order remains eligible and has not been processed beyond the relevant stage. Bashariya may send an official payment link. Where an applicable prepaid offer is available, the relevant discount may be applied according to the offer terms.
How much advance is required for a customised COD or Partial COD order?
A customised COD / Partial COD order, where COD / Partial COD is available, requires a minimum total advance of 30% before production begins.
If you have already paid 10% online through Partial COD, that amount counts towards the required 30% advance. Bashariya may collect the remaining amount required to complete the 30% advance before production starts.
What about a customised prepaid order?
A customised prepaid order requires full payment before production.
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, wallets 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 or payment issue without giving up any lawful chargeback right.
Cashfree customer transaction support is available at Cashfree Support.
Shipping & Delivery
What is the shipping charge?
Standard Shipping is ₹149 when the gross merchandise/cart value is below ₹3,000.
When is shipping free?
Free Standard Shipping applies when the gross merchandise/cart value is ₹3,000 or more, calculated before the prepaid discount.
If shipping is free, why can there still be a ₹99 charge on Standard COD?
Free Standard Shipping waives the shipping charge only. The ₹99 Standard COD handling charge is a separate payment-method service charge.
Does the 10% prepaid discount reduce my free-shipping eligibility?
No. Free-shipping eligibility is calculated on the gross merchandise/cart value before the 10% prepaid discount is applied.
If my cart is exactly ₹3,000, do I get free shipping?
Yes, if the checkout shows a 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 and 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 a delay or additional 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 or 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 or 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 or 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 or 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 or 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 and COD charges actually paid are normally non-refundable for voluntary returns.
Can I return a discounted product?
A normal sale or 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 or 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 and order are 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 or 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 or 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 or 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 or 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 or missing items, tampering and issues apparent on opening should be reported within 24 hours so the parcel and 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 or 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 or 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 and 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 or feel is normally preference rather than defect.
What stitching issues may count as defects?
Examples include open or 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 or 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 or non-cooperation, non-payment of the COD balance or another clear customer-caused reason.
No customer-fault recovery applies where the return results from Bashariya or courier error, defective, wrong or 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 and return logistics costs incurred, up to a maximum of ₹240 from a normal ₹300 Standard 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 additional logistics payment in advance and/or prepaid or stricter payment terms.
Can COD be blocked after repeated RTOs?
Yes. Repeated verified refusal or customer-caused RTO may result in COD / Partial COD being restricted or disabled.
Refunds, Complaints & Support
How long does an approved return or defect refund take?
Where return and inspection are required, Bashariya aims to process the refund 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 or payment provider may take additional time to reflect it.
Where will my refund be sent?
Through the original or 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 and 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 or refund problem, policy dispute or another unresolved issue requiring investigation or 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 or tax invoice?
Bashariya will provide the applicable invoice or 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
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: Sanya Arfeen
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.