Privacy Policy

Orders & Payment Policy

How can I place on Order on website?

Just go through these Simple Steps to place an order on our website -

1.       Click on the product to be ordered

2.       Select the required size (XS,S, M, L, XL…) and click "ADD TO CART"

3.       Go to users cart page, once users have added all the products users wish to buy

4.       Enter discount code (if any) on the page

5.       Click 'CHECKOUT'

6.       Sign in to users account using the registered e-mail id and password or create a new account if users are a first time visitor in one short step

7.       Enter users Shipping Address

8.       Choose from Prepaid & COD Payment Options

9.       Re-check users Order details

10.   Click on "Place Order"

11.   In case users have selected prepaid options, users will be re-directed to a fully secure payment gateway where users need to enter user’s card/wallet details.

12.   In case of a COD order, an additional Rs 50 will be levied as a COD charge

13.   Once users confirm users billing, users order is placed - Users can now note down the order number for tracking purposes.

What are the payment options available?

1.       Credit card and Debit card

2.       Net Banking

3.       Cash on Delivery for India

 

Is it safe to use my credit/debit card on Apella.in ?

Users can be assured that Apella offers users the highest standards of security currently available on the internet so as to ensure that users shopping experience is private, safe and secure. Users bank will authorize the card transaction directly without any information passing through to us. We do not retain users banking information.

What happens to the money deducted from my debit card/credit card/Net Banking/Wallet for an unsuccessful prepaid order?

If user’s card is debited by mistake, users need not to worry. Please make sure of the following at users end:

1.       Please check users bank/credit card account - Has it been debited? If yes, and it shows a failed transaction message then please note a failed transaction is normally rolled back within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with user’s bank for more details.

2.       If the transaction is successful and the money has been credited to our account, please update us with the transaction number from user’s card issuing bank over an email and we will initiate the refund within 3 days of user’s request; in case users wish to go ahead with the order we will dispatch the same at the earliest.

3.       The expected timelines for payment reversal are as below:

1.       Net Banking - 4 business days

2.       Debit Card /Credit Card - 10 business days

 

I got a confirmation call for my COD Order. Why is that?

After placing a COD order, a confirmation call may be made to verify the mobile number and shipping address of the recipient of the Apella order. This is crucial to ensure smooth coordination between users and our courier partner. Our processing team starts working on the order only after confirmation. If users are unreachable or unable to attend the call, please contact Customer Care on 98051 04191 to confirm the purchase within 24 hours of making the purchase. Please note that if we are unable to reach users on phone within 3 days of COD order placement, we will be forced to cancel the order.

In case users didn't take the call, donnot worry.  just call back on the same number, and users will be connected to our Customer care. Alternatively, users also have an option to contact us on our standard contact number 98051 04191  to confirm the purchase within 24 hours of placing the order.

Is there a purchase limit for a COD purchase?

Yes, COD option is available on purchases up to a limit of Rs. 10,000, beyond which purchases can only be made using Net banking, Wallets or Credit card/Debit card.

How do I pay the courier person for COD purchase?

Please pay the courier person in cash only. We do not accept cheques or DDs.

 

Order Status & Tracking

How do I check the status of my order?

Login to users account, click on My Orders to get all order details and status updates.

How can I track my order shipment?

Orders, once processed and shipped can be tracked using the consignment/tracking number, commonly referred to as the AWB number. Users can track users order in two ways -

1.       After users log in to users Apella account, go to users ‘My Account’ page and find the order number users wish to track. Click on ‘Track my order’ to see real-time updates of users shipment status. Please note that this link becomes valid only after 24 hours from the dispatch of users order.

2.       Alternately, users may track users order through our order shipment email which provides a direct link to track users order real-time on the service provider’s website

In cases where our website can’t link to the courier service providers’ website real time, we will share the AWB number and provider’s name with users via email and on users account page. To track users shipment status, all users need to do is -

1.       Go to the service provider's website

2.       Type in the tracking number provided in the mail in the Tracking section and check the status

 

How do I redeem a coupon?

Once users have shortlisted the product users wish to buy, select the size, click Add to cart and view users bag. Here users can enter users discount/coupon code, click on apply code, and follow the rest of the instructions to place users order.

How will I know if my order has been placed successfully?

Users will receive an email confirmation and an SMS from Apella once users order is successfully placed. The mail & SMS will have all the details related to users order.

How soon will my order update to 'Delivered' in my Apella account?

Please allow 24 hours post-delivery of users order for users order status to be updated in users Apella account

The color of the product shown on the website/App and the dress I received seems different. Why is that?

Please note that as mentioned on our product pages as well, there might be a slight variation in the shade of the actual product and the image shown on the screen, due to the screen resolution and photography effects.

 

Shipping Policy

What are the shipping charges?

All the orders within India are without any shipping charges and the below order shall be charges following shipping charges:

 

Country

Service

Cost

Delivery Time

India

Speed Post through Indian Postal Services/ Courier Companies.

free

3-6 Business Days

USA/UK

Speed Post through Indian Postal Services

USD 15 (Signature On Delivery Required)

10-15 Business Days

All Other Countries

Speed Post through Indian Postal Services

USD 10-15

10-15 Business Days

Do the Shipping charges vary on the number of items purchased/weight of the order?

All Shipping charges are FLAT irrespective of the order size and weight.

How long will it take to receive the ordered products?

We attempt to process and ship every order within 48 working hours. Users order will get delivered within 7-10 Business Days depending on user’s location in India. In some cases, it may take longer to receive the shipment depending on user’s accessibility.

For International Shipping, the average delivery time is 10-15 Business Days depending on the country of residence.

I was delivered a damaged/defective product. What do I do?

Apella employs some of the finest standards when it comes to product quality checks before dispatching a product. In an improbable incident of damaged/defective product delivered, please note that we expect users to inform us within the 24-48 hours of the delivery. We won't be able to entertain and honor any requests/complaints informed beyond this time window.

What delivery methods do users use?

We use leading courier companies and Indian Postal Services all shipment in India.

How do international duties and taxes work?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges and cannot tell users the cost as it varies from country to country.

 

Cancellation Policy

What is Apella’s Cancellation Policy?

Users can cancel an order until it has been packed at our Warehouse through our Website, Mobile Site or App. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made.

Can I modify the shipping address of my order after it has been placed?

No, users cannot modify the order himself after placing an order on Apella. Please get in touch with cs@Apella.in, should users have any shipping address change request. Please note that the shipping address can only be changed before users order has been packed at our Warehouse.

 

How do I cancel my order?

Users need to be logged into users Apella account to cancel an order. Once users are logged in, tap on ‘My Orders’ section under the ‘My Account’ section and then select the order users want to cancel.

I just cancelled my order. When will I receive my refund?

If users had placed the order using Cash on Delivery, there is no amount to be refunded at our end as users haven’t paid for the order yet. For payments made via Credit Card, Debit Card, Net Banking or Wallets users will receive refund (including Shipping Charges) into the source account within 7-10 business days from the time of order cancellation. If payment was made by redeeming Apella store credit, refund will be initiated into users Apella Credits account within 1-2 days of user’s cancellation.

 

 

 

 

 

 

 

 

 

 

Returns & Exchange Policy

Please note that this policy is valid for orders placed within India only.

What is Apella’s 15 days return policy? How does it work?

Apella’s 15 day returns and exchange policy gives users an option to return or exchange items purchased on Apella for any reason within 15 days of receipt of the item. We only ask that users don't use the product and preserve its original condition, tags and packaging. Users are welcome to try on a product but please take adequate measures to preserve its condition. There are two ways to return the product to us:

1.    Pick up: In most locations, we offer a free pick up service. Users will see a pickup option when users submit a return request

2.    Self-Ship: If we don't offer a pick up at users location, users will have to ship the product to us. In such cases, we will credit Rs. 100 into users Apella Store Credits account if the product satisfies the return policy

Once we pick up and receive users returned product, we will do a quality check of the product at our end and when the product passes the quality check we will credit the amount users paid for the products into the refund mode selected by users at the time of initiating return request. If the picked up product does not pass the quality check, we will ship it back to users. All exchanges are subject to stock availability and subject to users address being serviceable for an exchange. Please note that we are only able to offer size exchanges. If users wish to exchange users item for an alternate product, we suggest that users return it to obtain store credit and purchase the new item separately

The following EXCEPTIONS and RULES apply to this Policy:

1.    All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box)

2.    We only accept returns for products purchased directly from Apella’s desktop/mobile sites or app. Any return request for products purchased from our indirect online and offline distributors will be declined by us

3.    Please note that we do not refund any Shipping or COD charges incurred by users.

4.    Under our Exchange Policy, only size exchanges are allowed. Exchanges are allowed only if users address is serviceable for an exchange by our Logistics team

5.    If users self-ship users returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend users use a reliable courier service.

6.    If users self-ship users returns, a fixed amount of Rs. 100 will be reimbursed subject to users return having met our Returns and Exchange Policy

7.    Please allow 24 hours post-delivery of users order for users order status to be updated in users Apella account

8.    Please check the items, type of return/exchange and other related details carefully—our courier partner will pick-up only the items mentioned at the time of submitting the Return request by users

9.    In case the items handed over to the courier person doesn’t match the details of the items mentioned in the Return request, we will conduct an internal investigation and get back to users accordingly

10.  Both return and exchange on the same order should be done in the same go to avoid complication.

11.  If users self-ship any product without officially informing us through our return/exchange process, we will not process the return

How do I return products purchased from Apella?

Users can return products purchased from Apella within 15 days of receiving the product. Please follow these steps -

1.    Create a 'Return’ under “My Orders” section of App/Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us on the basis of the return mode

2.    We offer pick-up facility in select locations basis our courier serviceability

3.    3. If reverse pick-up option is not available at users location users can self-ship the product to us

Pick-up: If users select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags intact. Keep the packet ready to expedite the return pickup. Once users return reaches our warehouse and the product has been approved by our quality staff, we will credit refund into the source selected by users at the time of return initiation

Self-ship: In case users area pin code is not eligible for “Pick-up” mode then please self-ship the product to us. Please pack the product and ensure product is unused, unwashed and all the tags are intact. Also, please mention Order No. and Return id on a piece of paper and place it in the packet. Kindly address the package to the following address -

Tejus Enterprises

Bhatanwali, N.H. 72,

Paonta Sahib, H.P.-173025

We will send users a confirmation email as soon as we receive the shipment at our warehouse.

 

 

How do I place an exchange request on Apella?

If users want to exchange products purchased from Apella, please follow the below mentioned steps:

1.    Users can create exchange for products purchased from Apella within 15 days of its delivery under “My Orders” section of App/Website/M-site. If users address is serviceable for exchange users will be able to proceed and generate an exchange id. Please note down users exchange id for future reference

2.    Place the product in a packet and seal it. Please ensure product is unused, unwashed with all the tags intact.

3.    Hand over the original product to our delivery staff once he/she arrives for the return pick-up

4.    Once the product is received at our warehouse and passes the necessary quality checks, we will ship the requested for exchange to users. Please note that if the exchange size is not available at our warehouse, we will contact users to convert users return into store credit or refund, as per users preference

5.    In case users face any size issue with the exchanged product as well, please note that we will not provide a further exchange. Users may self-ship the exchange back to us, and we will process store credit/refund for the same (excluding Shipping and/or COD charges) as per users preference

6.    The exchange process at Apella takes 15 - 18 business days from the date of placing the exchange request

 

How long will it take for me to receive the refund of my returned product?

1.    The entire return request to refund completed journey will take 15 - 18 business days

2.    We will pick up the return within 4 - 7 days from the request placement date

3.    The return takes about 6 - 8 business days to reach our warehouse

4.    Once the returned product is received at our warehouse and passes all the necessary quality checks, we will issue a refund to users. We will send a refund confirmation e-mail to users once we process the refund at our end, and it will take 3-4 business days for the amount to be credited into users account

5.    In case of any refund discrepancies, Apella may at its sole discretion, request users to share with us a screenshot of users bank statement

 

 

I returned my order and received store credits. How do I apply them?

1.    Once users return a product to us, we will add the value of users order (Minus any Shipping and/or COD charges) back in users account as Apella Store Credits. Users can use users store credits for further shopping with us

2.    Once users select the product/products to buy and add to bag, automatically a store credit tab will reflect the store credits utilized by users on the checkout page, and the total amount to be paid by users will be calculated after deducting the store credits in users Apella account

3.    Please note, users need to be signed in with users registered Apella ID to view and utilize users store credits

 

 

How do I return multiple products from a single order?

1.    If users are returning multiple products from a single order together, we will generate a single Return ID for all products and users will receive an e-mail confirmation for the same

2.    If users wish to return another product from a single order at a later date, still within the 15 days return policy, we will accept users return but we will not arrange a reverse pick-up for the second time. The subsequent returns for the same order will be self-shipped by users and no reimbursement for the same will be provided by us in any form

 

 

 

 

Does Apella pick up the product I want to return from my location?

Currently, we pick up products only from selected PIN Codes. If users area pin code is serviceable, users will be able to select the pickup option when users create a Return Request on App/Website/M-site. Please note the following salient points -

1.    We will pick up the return within 4 - 7 business days from the request placement date

2.    Please keep the return shipment ready

 

How can I Self-Ship the product to Apella?

If user’s area pin code is not serviceable for pickup, users will need to self-ship the return item via any reliable courier partner. Please ensure to place a sheet of paper with the details of Order ID and Return ID for each item included in the package. For all self-shipped returns, users will be reimbursed Rs. 100 via Apella Store Credits

Where should I self-ship the returns?

Please mention Order No. and Return id on a piece of paper and place it in the packet. Kindly address the package to the following address -

Tejus Enterprises

Bhatanwali, N.H. 72,

Paonta Sahib, H.P.-173025

Why has my return request been declined?

This may have happened, if the item users returned is used, damaged or original tags are missing. For more details, please call our customer care

Why did the pick-up of my product fail?

We make three attempts to pick up the item, if the item is not picked up in the third attempt, Pickup request will be marked as failed. Users can initiate a new return request, if the item meets the return criteria and is within 15 days from the date of delivery. For more details, please call our customer care

 

 

 

International Ordering & Shipping Policy

This policy is valid for all orders shipped to outside of India

What are the shipping charges on International orders?

Country

Flat Shipping Charge

USA & UK

USD 15

Other Countries

USD 10-15

How long will it take to receive the ordered products?

For International Shipping, the average delivery time is 12-15 business days depending on the country of residence

What delivery methods do users use?

All International orders are sent through Indian Postal Services.

How do International duties and taxes work?

Most countries are shipped to on a DDU (Delivery Duty Unpaid) basis, which means the product prices displayed are exclusive of all import duties. As the recipient, users are liable for all import duties, customs and local sales taxes levied by the country users are in, payment of these at the time of delivery is necessary to release users order from customs on arrival.

What payment options are available on Apella for international orders?

1.    Credit/debit cards

2.    Net Banking

3.    PayPal

How do I cancel my international order?

Please note that users order can only be cancelled before we have dispatched it to users, please refer to our Cancellation Policy for details. We have no way of cancelling it once it is shipped from our end.

What is the return policy for International orders?

For all international orders, customers can return their products within 15 days from the date of order receipt. If users have a return request, please mail cs@Apella.com for details. Please note that we do not provide pick-up facilities outside India. The order needs to be sent back to the following address -

 

Tejus Enterprises

Bhatanwali, N.H. 72,

Paonta Sahib, H.P.-173025

Once we receive the product, we will process the refund within 3-5 business days. Please note that International Shipping cost will not be refunded.

 

How do international taxes work?

Any import duties or related taxes are unpaid at the time of placing the order, and need to be paid by the Customer at the time of receiving the order.  Any such charges are levied by the local Customer authorities, and we at Apella, don’t have any control over it

What if i don't want to pay my international duties and taxes?

If users choose to refuse the delivery of the product for any reason, the refund cost will be made after deducting the import charges we incur to ship the product back to India. If the return charges are higher than the order refund amount, no refund will be made