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Frequently Asked Questions


Order Related



Order Status

How can I change address or phone number in Order?

If you wish to change address or phone number, you can go through "My Order" section till the order is shipped. You will see a small edit icon on the order detail screen. You cannot change the order once the order is shipped.


How do I check the current status of my order?

You can review the status of your orders and other related tracking information by visiting the "My Orders" section. You can instantly see the status of a specific order and all your past orders.

i. Once the order is shipped, you can see a button "Track" which will give you more detailed information about the order status.

ii. If you have placed the user as guest, you can signup/ signin using the email through which you have placed the order. You can track the order through the steps mentioned above.

iii. If your order has been shipped and you are still not about to know the order status through tracking link, wait for 12 hours, In some rare cases, courier partners take up 12 hours to activate the tracking link, kindly check the order after the mentioned time frame.


Why is my order not showing?

You can track all your orders from the "My Order" option in the Menu. If your most recent order is not showing after successful payment, please do not worry, please check again after 10 min.


What do I do in cases of failed deliver?

In case of a failed delivery, please follow below steps to provide missing information or need to raise the issue to the specific concern with courier partners or call the Customer Care department.


Returns & Refund


Kisna Return Policy

Returns will not be accepted under the following conditions:

If request is initiated after 5 business days of order delivery

i. Product is used or altered

ii. Product is damaged due to misuse/overuse by the customer

iii. Return attempted without original packaging including, price tags, labels, original packing, freebies, and other accessories or if original packaging is damaged

iv. Serial Number is tempered

v. Defective products that are covered under Seller / Manufacturer's warranty

vi. For questions regarding a particular item, you can read the product's description on the Kisna website and App for a more detailed return policy.

Please Note: For certain marketing campaigns or mega sale periods, special return/exchange policies may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.


How do I return, and item purchased on Kisna?

In case you are not satisfied or have changed your mind about particular item(s) in your order, you could either request for a replacement or a refund within 5 Business days of receiving the order.

Step 1 : Follow One of the following steps

Via Order Section => Click on My Orders, Go to Order and Select "Have a Concern". Proceed with the reason for return.

Via Chat Center => Use our chat center to raise a request. Have a chat with our Customer Care person and request a return with a reason

Step 2 : Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar code intact.

Note : If it is a case of replacement, It is subject to availability of the stock, In cases when a replacement may not be available, we will refund you the full amount.



I have received a damaged/defective/wrong product in my order, how should I Proceed?

Our Shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your products is damaged, during shipment or transit, you can request for a replacement or cancellation and refund within 5 days of receiving the order:

Step 1: Follow One of the following steps Via Order Section => Click on My Orders, Go to Order and Select "Have a Concern". Proceed with the reason for return. Via Chat Center => Use our chat center to raise a request. Have a chat with our Customer Care person and request a return with a reason

Step 2 : Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar code intact.

Note : If it is a case of replacement, it is subject to availability of the stock, In cases when a replacement may not be available, we will refund you the full amount.


How can I track my Return Status?

You can track your return status in

i. "My Orders" Section
ii Check on "Chat now” option


When will I get my return / refund ?

You can track the Refund status in our "Chat Now" option


Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can return/replacement/refund for any individua item.

Use the chat center to raise the request.

However, any product being return needs to be returned in full including the components.


How will I get refunded for the returned orders and how long the process takes?


In the case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.

In addition, we also provide the hassle-free option of refund through Kisna coupons, which can be used during future purchases.



Shopping Related


Order Placement

How do I sign up for Kisna Account?

All you need to do is provide us with your name, email address and a password of your choice. It's that simple!


What are the benefits of Signing up?

Signing up for a Kisna account will give you substantial benefits and give you a superior experience while shopping. You can:

i. Track you past and present orders at any time in one place!
ii. Receive notifications as soon as your favorite products are back in stock!
iii. Rate and review products and earn reward points!
iv. Never fill in your address and email address more than once!
v. Collect Reward Points and receive discount on future purchases!


Do I have to have an account to place an order on Kisna?

No, you do not as you can place an order as a guest, by just providing your email address for correspondence.

However, we highly recommend that you do create a Kisna account. Not only will you be able to rate and review products, but also you can accumulate Reward Points and obtain discounts on future purchases. After all, shopping more for less is always fun!


How do I place an order on Kisna?

You can place your order in a few simple steps -

Step 1: Click the "Add to Cart" button on the products you wish to purchase and they will be added to your shopping cart

Step 2: Register with Kisna by clicking on the "Account" button on the top right- hand corner of the page and clicking on "Sign Up".

When you sign up for your Kisna account, you can enter all your details including your address and phone number on to your account page and it will be recorded for future purposes! While this sign-up step is optional, we highly recommend that you do create a Kisna account. Not only will you be able to rate and review products, and avail members-only coupons/offers, but also you can accumulate Reward Points and obtain discounts on future purchases.

Step 3 : You can then click on your shopping cart in the top right corner of the page and use any coupon codes by clicking on "Got a Coupon Code? Apply it here” to receive a discount on your order

Step 4 : Either you can "Continue shopping" or click on the "Checkout" button to proceed to the next steps.

Step 5 : Provide us with your email address, shipping address and payment details. Finally, click on "place order" to go ahead.

Step 6 : Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order.

Step 7 : Enjoy your Kisna order!

If you have any further questions, you can write to us at "Need to Kisna's email id" or chat with us by clicking on the "Chat with us" tab at the bottom of the screen.


Can I edit my order after confirmation ?

Sorry, we cannot add any product to the order.
However, you can remove the product before the order has been packed & shipped. Go to 'My Orders' and go will see option to cancel an item


Can I buy multiple products in single order?

Yes you can! Just add all the products you wish to buy on to your shopping cart and then click on the "checkout” button. This way you can save on any additional shipping and COD charges!


How do I know that my order is confirmed?

Once your order is confirmed, you will see a confirmation page displaying a unique Order ID, a listing of the item(s) you have ordered and the shipping address.

In addition, you will receive an email confirming your order details. You will also be notified when we dispatch the item(s) from our warehouse with the respective tracking details.


Can I ship the products to the address at a different place which is different from my billing address?

Yes, Definitely! You can do so by filling in your address as the 'billing address' and the address you wish to ship your order to, as the 'shipping address'


Can I leave items in my shopping bag for future purchase?

Yes, you can leave items in your shopping bag, however the price and availability of these products will be reflected on a real time basis. Hence, there is a possibility that the product may get sold out or the offer on the product may expire from the time you added it to your shopping bag.


Can I order the product which is out of stock?

Sorry, products listed as "Out of Stock" are not available for sale. However, we can notify you as soon as the product is back in stock.

Simply click on the product.

Once you are on the product page, you will immediately see an option to notify you when the product is back in stock. All you have to do is provide your registered email address.

Remember, this can only be done if you have a Kisna account and are signed in at the time.


Shipping & Delivery Policies

How does the delivery process work?

Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.

Once they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner.

Our delivery partners then bring the package to you at the earliest. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.


How are items packaged?

We package our products in boxes, which are covered in a plastic layer. Each individual product is packaged in bubble wrap.

We pride ourselves on the quality of our packaging. Till date, we have received minimal complaints about damaged products due to our packaging.


What is the range of locations to which Kisna Ships their products?

Kisna ships throughout India!


My Order is been shipped now, how can I track it?

Once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order.

You can visit My Order section. The track button will get activated once the order is shipped. Sometimes, courier takes upto 12 hours to activate the link, so kindly try after the mentioned perios

If you are a guest user, you can either track through the link shared with you over email/sms. Or you can signup/signin using your email to track the order through your My Order section


What is the expected delivery time?

We dispatch most orders within 10 business days (i.e. excluding Sundays and public holidays).

Though, we keep 95% of our catalogue in our inventory, certain products need to be manufactured so that we can live up to our promise

While we are trying our best to avoid this situation, these products might delay your order.

If you are ordering our products from a Mega Sale event, dispatches may be a bit delayed due to increased volumes.


Are there any shipping charges applicable to my order?

We have standard shipping charges for most addresses.



Kisna Account


My Account

How Can I make my Kisna Account?

Just click on the "Account" button on the top right hand corner of the page and click on "Sign Up". Fill in your name, email address and password.

You can even sign up using your Facebook or Google+ account. Yes, it is that simple!


How can I save my address on Kisna Account?

When you sign up for your Kisna account, you can enter all your details including your address and phone number onto your account page and it will be recorded for future purposes! This way you do not have to keep filling in your details for every new order.

To manage your address(es), visit the "My Account" page and click the "Address ok" tab.


What is the resolution if I have forgotten the password?

When signing in you can click on the forgotten password link below the sign up area.
You will be redirected to a new page where you will be instructed to fill in your registered email address.
You will receive an email with a link to reset password.


Payments


Others

How do I pay for Kisna purchase?

Kisna offers multiple ways to pay the amount securely, It includes


i. Debit Cards & Credit Cards

ii. Net Banking

iii. Cash on Delivery

iv. Wallets


How safe is it to use your debit/credit card or make online payment on Kisna?

We use the 3D Secure payment gateway for card payments and the Citrus payment gateway for netbanking. These are industry-standard secure payment methods so that we can ensure that all your online transactions at Kisna are processed in an extremely secure environment.


What steps does Kisna take to prevent card fraud?

Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team:


When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents.
The ID documents help us ensure that the purchases were indeed made by a genuine card holder.


What is the 3D Secure Password?

The 3D Secure password is an additional password that you'll be asked to enter after entering your card details on the payment page. You'll be redirected to your individual bank's page where you'll have to enter the Verified by Visa password for Visa cards or SecureCode password for MasterCard cards. Your card-issuing bank will give this password to you and you should have this password prior to shopping on Kisna.

Note : 3-D secure password has been made mandatory by the Reserve Bank of India to ensure safer online shopping. This will add an additional layer of security and thus, prevent misuse of a lost or stolen card, as the user will be unable to proceed unless they enter the password associated with your card, created by yourself and known only to you.


What is Cash on Delivery?

If you are still uncomfortable making online payments, you can use our Cash on Delivery (CoD) facility. This facility allows you to pay your invoice amount in cash at the time of actual delivery to your doorstep. All you have to do is, select Cash on Delivery as your payment option during checkout.

Kindly note:
You can only make CoD payments in Indian Rupees. Currently, we do not accept foreign currency or demand drafts.
Due to the limitations of the courier partners we use, CoD is not yet available for all zip codes in India. During the checkout process, you can use our Zip Code Finder to check if the CoD facility is available for your delivery address.