Frequently Asked Questions
How do I place an exchange request on Heer?
If you want to exchange products purchased from Heer, please follow the below-mentioned steps:
1. You can create an exchange request for products purchased from Heer within 7 days of its delivery under the “My Orders” section of the Heer App/Website/M-site.
2. We offer a pick-up facility in select locations basis our courier serviceability. If you select to schedule a pick-up, please place the product(s) in a packet. The product(s) must be unused, unwashed and all the tags should be intact. We will pick up the exchange within 1 - 3 business days from the exchange request placement date.
3. Once your product is picked, the exchange process will be initiated within 24-48 business hours. A new product in the size you requested will be dispatched to you in the following 48-72 business hours.
4. Once we receive the product, it will go through a quality check at our warehouse post which, we will initiate the exchange process in the next 24-48 business hours. A brand new product in the size you requested will be dispatched to you in the following 48-72 business hours.
5. Please note that if the exchange size is not available at our warehouse, we will contact you to convert your return into store credit or refund, as per your preference.
6. In case you face any size issue with the exchanged product as well, please note that we will not provide a further exchange. You 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 your preference.
Currently, we pick up products only from selected PIN Codes. Please note the following salient points—
1. We will pick up the return within 1-3 business days from the request placement date.
2. Please keep the return/exchange shipment ready and ensure that the product(s) is unused, unwashed and all the tags are intact.
Where should I self-ship the products to be returned/exchanged?
Please mention the Order No. and Return/Exchange ID on a piece of paper and place it in the packet.
Kindly address the package to the following address —
First Floor, B-30,
Sector 64, Noida,
Gautam Budh Nagar,
Uttar Pradesh, India.
By when can I self-ship the products that I wish to return/exchange?
You can self-ship the products you wish to return/exchange by any reliable courier service within 7 days of raising a return/exchange request. Any product self-shipped after 7 days of raising a return/exchange request will not be considered.
How long will it take for me to receive the refund of my returned product?
1. If your return order is picked up by us, the refund process will be initiated within 24-48 business hours of the pickup, and a refund confirmation email and SMS will be sent to you. The refund amount will reflect in your source account in the next 5-7 business days. In case the refund is to be made in the form Heer Store Credits, the amount will reflect in 24-48 business hours.
2. If you self-ship the return order, the product(s) will first go through a quality check at our end. Once it clears the check, the refund process will be initiated within 24-48 business hours and the amount will reflect in your source account in the next 5-7 business days. If the refund is to be made in the form of Heer Store Credits, the amount will reflect in 24-48 business hours. In case the product does not meet our quality check, we will not be able to process the refund
3. In case of any refund discrepancies, Heer may at its sole discretion, request you to share with us a screenshot of your bank/credit card/wallet statement.
I returned my order and opted to get store credits instead of a refund. How do I apply them?
Once you return a product to us, we will add the value of your order back to your account as Heer Store Credits. You can use your store credits on future orders at Heer.
At the time of your next purchase, please sign in with your registered email ID to view and utilize your store credits. On the checkout page, a store credit tab will reflect your store credits. Here, the total amount to be paid by you will be calculated after deducting the store credits.
How do I return/exchange multiple products from a single order?
If you are returning/exchanging multiple products from a single order together, we will generate a single Return ID/Exchange ID for all products and you will receive an e-mail and SMS confirmation for the same.
If you wish to return/exchange another product from a single order at a later date, still within the 15-days return policy, we will accept your return/exchange and arrange a reverse pick-up for the second time. The subsequent returns/exchanges for the same order will be self-shipped by you and no reimbursement for the same will be provided by us in any form.
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 on the third attempt, the pickup request will be marked as failed.
What should I do if I receive a damaged/defective/incomplete/wrong order from Heer?
For any defective/ damaged/incomplete/wrong order delivered, we request you to inform us within 48 hours of receiving the order with the images of the product received. You can do so by clicking on 'Return’ under the ‘My Orders’ section of the Heer App/Website/M-site and follow the instructions to upload the images. Please keep in mind the following–
1. You need to upload a minimum of 3 and a maximum of 5 pictures
2. Kindly ensure the images are clear and the damaged/defective/missing part of the outfit is highlighted in red
3. You must send us an image of the original labels and tags intact along with the invoice.
In case you face any technical difficulties in following this process, kindly get in touch with us on email@example.com or call us on +91 9118893493. We will then investigate the case and reply within 48 hours with the best available resolution.
Any such complaint raised after 48 hours of receiving the order may not be considered.