Frequently Asked Questions
We know you have questions regarding us, our products, payments, shipping and more. Check out our FAQs below to find the answers to all your queries and questions
Shipment and Delivery
How are the orders delivered?
All the orders placed on Onset Homes are dispatched through our courier partner:
Shiprocket.
Can I get my orders delivered any faster?
Unfortunately, we do not have any special service available to deliver the orders faster.
Where are the orders processed from?
Orders are processed from our warehouse in Kolkata and will be delivered to your shipping address. We urge you to
provide your complete address with the correct zip code so we can deliver your
order effortlessly.
Who is delivering my order?
Our delivery partners from Shiprocket will deliver your order.
There will be three attempts made to deliver your order before the delivery
partners return it back to us. Please provide a mobile number that you are
available at and a complete shipping address to get your order with minimum
hassle.
Do you offer in-store pick-up for online orders?
Sorry, we do not offer this. All our orders will be delivered directly to the
customer.
How can I track my order?
If you are a registered customer, follow the steps given below to track your order:Login to Onset Homes with your registered email IDClick on your profile and go to My Orders Click on Order Details and you will get the information you need concerning the Tracking Company, Tracking Number and Tracking link, which can use to find out the status of your order Ifyou are a guest user, track your order here.
Payment Related
What payment modes do you accept?
We accept all major debit and credit cards including Visa, Mastercard and Rupay.
We also accept Net Banking transactions of major banks as well as recognized UPI (Paytm, PhonePe and Google Pay) and payment gateway(RazorPay).
What should I do if the money was debited but the order was not confirmed?
Please do not worry. Mostly in cases like these, your money is safe. Due to sometechnical issues, sometimes the debited amount fails to be processed at thepayment gateway. Whenever this happens, the amount is usually reverted backwithin 24 hours. However, if there is any technical issue on our side, we willcancel the order and issue a new one.
Can I use my credit card for placing an order?
Yes, you can. We accept MasterCard and Visa from all leading banks.
What if my payment failed/got declined?
If your payment fails, you can try to place the order again. However, if theamount has been deducted, please do not retry because we might have alreadyreceived your order. You can also call us to check to confirm your order inthis case.Ifyour payment was declined, we urge you to contact your bank. You can also tryclearing your cache memory and trying again with a different card.
What if I was charged multiple times for a single order?
We urge you to write to us at hello@onsethomes.com alongwith
screenshots of the transaction details and we will resolve your issue within 7
working days.
Can I pay with two different cards?
Unfortunately, we only accept one credit/debit card per order. However, you can purchase the
products in two different orders, while using two different credit/debit cards.
I received a credit note. How can I use it?
We
issue credit notes in case we cannot exchange your order as per your request.
Here’s how you can use your credit note:
● To redeem your credit note, you must sign in/login to our website with your registered email ID
● Select the products you want to purchase and add them to your cart
● Go to the checkout page and fill out your shipping information
● Move on to the payment page where you will see a checkbox, which will ask you to use your credit note worth of ABC amount
● Select the option and complete the remaining/balance payment
Order cancellation, address modification and other changes
Can you cancel my order?
Your order can only be canceled before dispatch. If your order is dispatched, it cannot be canceled and the regular return/exchange procedure shall be followed.
Can I modify the shipping address of my order after it has been placed?
Yes, but only before dispatch. Once the order is dispatched, we cannot make any changes.
Can I modify my order (color or any other customization) after the order has been placed?
Unfortunately, no. We will be unable to change your order if it has been placed. However, you can get your order customized before placing it, choosing the customization options available on the product pages on our website.
Will I get a refund on canceling my product?
Since we only offer product exchanges, if you are not happy after any exchange, we shall offer you a credit note.
Returns and Exchange
Is my order eligible for exchange? How do I exchange my purchase?
If there is any defect found in the product delivered (different color, tear or a different product altogether), it will be considered eligible for exchange. We urge you to take a picture of the products to be exchanged once the order is delivered. As soon as you inform us about the defect, with the picture, we will go ahead and exchange your order.
When will I receive my exchanged product?
You will receive the exchanged product once the pickup is done OR on the day of the pickup.
When will I get my credit note?
In case we cannot exchange your product (if the item in question is out of stock or otherwise), we will issue a credit note to you. You will receive said credit note only when exchange as an option is unavailable. It will be emailed to your registered ID and will be valid till up to a year from the date of issue. You can redeem it for any future orders you may place with us.
Please note that we do not offer returns. We only offer product exchanges.
Product related queries
I am unable to see the product online. What should I do?
There’s a high chance the product might have been sold out. You can click on ‘Notify Me’ to receive a notification of when it is back in stock. However, if you don’t see the ‘Notify Me’ tab on that particular product, there’s a chance the product has been discontinued.
I want information about the fabric, material or something specific about the product. Whom should I contact?
We request you to refer to the description/specifications sections under each product description on the product page whenever you add any product to your cart.
I added a product in my cart but I cannot see it in the cart anymore?
Unfortunately, the product you added to your cart is sold out.
Will my cushions include a filler?
No, you will only receive the cushion covers. If you want to add fillers, you can go ahead and choose the option to add filler under the customization options. Please bear in mind, this will change the final price of your chosen item.
What is the best way to care for your products?
Dry cleaning is the best option to remove stains and overall cleaning. Please refrain from using bleach or any hard push chemicals. Follow the cleaning and care instructions given on our website and our product tags carefully to ensure your products stay good as new in the long run.
Will my product be of the exact same color as shown?
Please note that the color of our products may vary slightly based on the device you’re viewing them on (laptop, phone etc.).
Other Queries
Can I have a store pick-up of the order I have placed?
Unfortunately, no. We do not have any in store pickups.
How do I contact Onset Homes’ Customer Care Team?
You can call us on 8017523250 or Email us at hello@onsethomes.com or DM us on Instagram and our Facebook page
Why is the product only available on your website?
A few of our products, usually those in which we have very little inventory, are often available online only.
Need Help? We are just a text away!
If you need any further assistance, kindly fill out our contact form or,
Call or WhatsApp us on +91 8017523250 between Monday-Saturday, 10:30 A.M. - 6:00 P.M. (IST).
If you want to suggest something or have any enquiries, write to us at hello@onsethomes.com or call us on +91 8017523250.