Frequently Asked Questions

We ship across India: paid-online orders go by India Post express, Cash on Delivery orders by Delhivery. We don’t ship internationally at the moment.

Orders are usually dispatched within 24 hours of being confirmed (Sundays and public holidays aren’t counted). Sales and festivals can add a little time; we’ll tell you if there’s a real delay.

Prepaid orders ship by India Post express and usually arrive in 3–5 days. Cash on Delivery orders ship with Delhivery and usually arrive in 5–9 days. The delivery checker on every product page shows dates for your pincode; remote pincodes may take a little longer.

Shipping is free on every order within India. Nothing is added at checkout.

Yes — COD is available on most serviceable pincodes. Enter your pincode on any product page to check COD and delivery dates for your area. We may confirm a COD order by call or WhatsApp before dispatch; if we can’t reach you within 48 hours, the order may be cancelled (nothing is charged).

Message us on WhatsApp (+91 91038 96676) as soon as possible — we can change the address any time before the order is dispatched. Once the parcel is with the courier it usually can’t be changed.

Once your order ships you’ll get a tracking number by SMS & email. Track it anytime on our Track Your Order page — just enter the number for live status, location and ETA.

Tracking is shared once your order is dispatched, usually within 24 hours. Freshly shipped parcels can take a few hours to show their first scan.

Parcels are scanned at each hub, so short gaps are normal — especially over weekends. If there’s no movement for more than 3–4 days, message us on WhatsApp and we’ll chase it for you.

Check the live status on our Track Your Order page first — parcels can sit at a hub for 2–3 days without a new scan, especially around holidays. If there’s been no movement for more than 4 days, or the tracking says “delivered” but nothing has arrived, message us on WhatsApp or email kaarkash1@gmail.com with your order number. We’ll raise it with the courier straight away and keep you updated until it’s sorted.

If a piece arrives damaged, defective, incomplete, wrong, or not as described, we put it right with a replacement, refund or another fair remedy. We don’t take back pieces that are exactly as described for a change of mind or preference. Tell us as soon as you can, ideally within 7 days of delivery. Full details: Return, Refund & Exchange Policy.

While we look into a claim, please keep the piece unworn and unwashed, with its tags, labels and packaging, so we can check it. Don’t alter or repair it.

We can’t accept returns for:

• Fabric texture, thickness or material preference
• Size/fit issues where measurements were provided
• Change of mind after purchase
• Final Sale items
• Customised or personalised products
• Gift cards and food items

Message us on WhatsApp (+91 91038 96676) or email kaarkash1@gmail.com with your order number, a short description and clear photos of the piece and the parcel label. An unboxing video gets the fastest approval (start filming before you open the parcel, label visible). No video? Send what you have — we’ll check it against our packing records. Once approved, we’ll share return instructions.

Approved refunds are started within 7 days of approval and go to your original payment method; your bank may take a few more days to show it. For COD orders we refund by UPI or bank transfer (or store credit, only if you prefer). We will never ask for your PIN, password or OTP.

Yes — but only for items that are damaged, defective or incorrectly delivered. Contact us with your order details and photos to arrange it.

We’ll put it right. Message us on WhatsApp (+91 91038 96676) or email kaarkash1@gmail.com with your order number and photos of what arrived and the parcel label, ideally within 7 days of delivery. An unboxing video gets the fastest approval: start recording before you open the parcel, with the label visible, and keep filming until the item is out. No video? Send what you have and we’ll check it against our packing records.

Yes — free of charge, any time before your order is dispatched. Message us on WhatsApp (+91 91038 96676) with your order number. Once the parcel has left us it can’t be cancelled, but you’re still covered for damaged, defective or wrong items.

We accept UPI, debit/credit cards, net-banking and wallets, as well as Cash on Delivery on serviceable pincodes.

Pay online and get ₹50 back on orders of ₹999 or more: the ₹50 is refunded automatically to the same UPI, card or bank payment within minutes, no code needed. Paid-online orders also ship by India Post express and usually arrive in 3–5 days; Cash on Delivery orders take 5–9 days. Shipping is free either way.

Yes! New shoppers get ₹100 off their first order of ₹999 or more — sign up in the welcome pop-up and apply the code at checkout.

Spend ₹1,999 or more and a free gift is automatically added to your cart. The cart bar shows how close you are to unlocking it.

All prices are shown in INR (₹). Any applicable taxes, discounts and shipping are calculated and shown at checkout.

A pheran, also spelled phiran, is the long, loose winter robe of Kashmir, with wide sleeves. It is worn over a kurta or a thin sweater for warmth, from October to March. Ours are made in Kashmir and sent from Srinagar: see our pherans.

Aari is Kashmiri chain-stitch embroidery: a looped stitch that gives bold, flowing floral lines, usually along the neck, cuffs and hem. On our clothing it is hand-assisted manual work, made in Kashmir.

Aari is a looped chain stitch that gives bold floral lines. Sozni is fine, flat work in small, close motifs. Tilla uses gold or silver metallic thread and is the most festive of the three.

Cashmilon is the name used in India for a soft acrylic yarn made to look and feel like wool. It is warm, light and soft. Most of our winter pherans are cashmilon; dry clean them like the rest of your embroidered pieces.

Raffal is a fine, soft wool cloth, smoother than cashmilon. A few of our pherans are raffal.

Our embroidered clothing (pherans, kurtis, co-ord sets, kaftans, suits and shawls) is hand-assisted manual work, not handmade. Our papier-mâché, carpets, crewel home décor and bags are handmade. Everything is made in Kashmir, and small variations in pattern or colour from one piece to the next are normal. The exception is our Meeras pherans: their Sozni is worked entirely by hand with a needle, the famous Kashmiri needlework.

On apparel product pages, tap the Size Guide for a measurement chart (inches/cm). Exact measurements are also in the product description — please check them before ordering, as fit-based returns aren’t accepted.

Care instructions are on each product page under Fabric & Care. As a rule, delicate Kashmiri weaves (Pashmina, fine embroidery) are best dry-cleaned or gently hand-washed, and stored folded away from direct sunlight.

We photograph our products as accurately as possible, but actual colours can vary slightly depending on your screen and lighting.

No — you can check out as a guest. Creating an account is optional and just makes re-ordering and tracking faster.

We use your details only to process orders, provide support and — with your consent — send offers. We never sell your data. Read our Privacy Policy for details.

Click unsubscribe at the bottom of any marketing email, or update your preferences in your account. You’ll still receive essential order updates.