FAQ

1 )My Account & My Orders

 

What is ‘My Account’? How do I update my information ?

It is easy to update your Handvilla account and view your orders any time through ‘My Account’.

‘My Account’ allows you complete control over your transactions on Handvilla

• Manage/edit your personal data like address, phone numbers, email ids
• Change your password
• Track the status of your orders

How do I know my order has been confirmed?

Once your order has been logged and payment authorization has been received, the seller confirms receipt of the order and begins processing it.

You will receive an email containing the details of your order when the seller receives it and confirms the same. In this mail you will be provided with a unique Order ID (eg. OD01202130213), a listing of the item(s) you have ordered and the expected delivery time.

You will also be notified when the seller ships the item(s) to you. Shipping details will be provided with the respective tracking number(s).

2)Shopping

I see different prices for books with the same title. Why?

On Handvilla, you may find various editions of the title. Some editions might be collector’s first/earlier prints, while some might be hardcover and others paperback. You can check for this on the product page.

Some editions are re-published/printed within India, while some editions are imported. All other available editions and alternative prices for a particular title are mentioned on the respective product page under ‘Other Editions’.

Why do I see different prices for the same product?

A product could be listed under different prices. There could be sellers offering you the same product but at a different price. That is the nature of the Handvilla marketplace, where different sellers compete for your order.

Is it necessary to have an account to shop on Handvilla?

You can shop on Handvilla by providing just your email ID. While it is not necessary to have an account to shop for and purchase items, it is recommended that you create one. By creating your own Handvilla account, you can enjoy a personalized shopping experience, including recommendations, quicker checkout and a public wishlist. You will also be able to rate/review products and sellers.

What is ‘Handvilla Advantage’?

Handvilla Advantage is a stamp of quality. Products marked with ‘Handvilla Advantage’ are sold by/sourced from a Seller but are quality checked, stocked, packed and shipped by Handvilla.

 

You may also avail the expedited delivery* options such as Same Day/In-a-Day Guarantee (based on the location), all the while backed by Handvilla’s 24×7 customer service.

 

Rest assured, when you see the ‘Handvilla Advantage’ badge, you know you can buy the product from a Seller with complete confidence.

 

*Shipments from locations where relevant permissions have been obtained

 

Returns are subject to the return policy that is applicable to the product category and the respective seller. Know more about return policy period applicable for different categories here.

 

For a Buyer, what does ‘Handvilla Advantage’ mean?

Handvilla Advantage is our fulfillment service for Sellers. Products sourced from Sellers are quality checked, stocked and shipped by us. As a Buyer, you are thus assured of product quality, faster delivery and hassle-free returns.

 

3) Payments

How do I pay for a Handvilla purchase?

Handvilla offers you multiple payment methods. Whatever your online mode of payment, you can rest assured that Handvilla’s trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

You may use Internet Banking, E-Gift Voucher (eGV), Cash on Delivery and Wallet to make your purchase.

Handvilla also accepts payments made using Visa, MasterCard, Maestro and American Express credit/debit cards in India and 21 other countries.

Are there any hidden charges (Sales Tax) when I make a purchase on Handvilla?

There are NO hidden charges when you make a purchase on Handvilla. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay.

Delivery charges may be extra depending on the seller policy. Please check individual seller for the same. In case of seller Retail, the ₹40 delivery charge is waived off on orders worth ₹500 and over.

What is Cash on Delivery?

If you are not comfortable making an online payment on Handvilla.com, you can opt for the Cash on Delivery (C-o-D) payment method instead. With C-o-D you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online.

 

The maximum order value for a Cash on Delivery (C-o-D) payment is ₹50,000. It is strictly a cash-only payment method. E-Gift Vouchers or store credit cannot be used for C-o-D orders. Foreign currency cannot be used to make a C-o-D payment. Only Indian Rupees accepted.

How do I pay using a credit/debit card?

We accept payments made by credit/debit cards issued in India and 21 other countries.

 

Credit cards

We accept payments made using Visa, MasterCard and American Express credit cards.

To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank’s page for entering the online 3D Secure password.

 

Debit cards

We accept payments made using Visa, MasterCard and Maestro debit cards.

To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank’s secure page for entering your online password (issued by your bank) to complete the payment.

 

Internationally issued credit/debit cards cannot be used for Flyte, Wallet and eGV payments/top-ups.

Is it safe to use my credit/debit card on Handvilla?

Your online transaction on Handvilla is secure with the highest levels of transaction security currently available on the Internet. Handvilla uses 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.

All credit card and debit card payments on Handvilla are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.

 

What steps does Handvilla take to prevent card fraud?

Handvilla realizes the importance of a strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team.

In the rarest of rare cases, 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. We apologise for any inconvenience that may be caused to customers and request them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions.

What is a 3D Secure password?

The 3D Secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the “Verified by VISA” and “Mastercard SecureCode” services, respectively.

 

The 3D Secure password adds an additional layer of security through identity verification for your online credit/debit card transactions. This password, which is created by you, is known only to you. This ensures that only you can use your card for online purchases.

4) Shipping

 

What are the delivery charges?

Delivery charge varies with each Seller.

Sellers incur relatively higher shipping costs on low value items. In such cases, charging a nominal delivery charge helps them offset logistics costs. The delivery charge may be waived off by some Sellers, if you shop with them for a minimum predefined value.

For example, seller ,Retail, which generally charges Rs 40 for delivery, provides free delivery on orders valued at Rs 500 or more. Please check with individual Sellers to understand what the delivery charges are.

Are there any hidden costs (sales tax, octroi etc) on items sold by sellers?

No. There are zero hidden charges when you make a purchase on Handvilla. List prices are final and all-inclusive. The price you see on the product page is exactly what you would pay.

Delivery charges are not hidden charges and are charged (if at all) extra depending on the Seller’s shipping policy.

What is the estimated delivery time?

Sellers generally procure and ship the items within the time specified on the product page. Business days exclude public holidays and Sundays.

 

Estimated delivery time is dependent on the following factors

• The Seller offering the product
• Product’s availability with the Seller
• The destination to which you want the order shipped to and geographical location of the Seller

 

‘In Stock’
For items listed as “In Stock”, Sellers will mention the delivery time based on your location pincode (usually 2-3 business days, 4-5 business days or 4-6 business days in areas where standard courier service is available). For other areas, orders will be sent by Registered Post through the Indian Postal Service which may take 1-2 weeks depending on the location.

‘Imported’
Sometimes, items have to be sourced by Sellers from outside India. These items are mentioned as ‘Imported’ on the product page and can take at least 10 days or more to be delivered to you.

‘Available’
The Seller might not have the item in stock but can procure it when an order is placed for the item. The delivery time will depend on the estimated procurement time and the estimated shipping time to your location.

‘Back In Stock Soon’
The item is popular and is sold out. You can however ‘book’ an order for the product and it will be shipped according to the timelines mentioned by the Seller.

‘Temporarily Unavailable’
The product is currently out of stock and is not available for purchase. The product could to be in stock soon. Use the ‘Notify Me’ feature to know when it is available for purchase.

‘Out of Stock’
Currently, the item is not available for sale. Use the ‘Notify Me’ feature to know once it is available for purchase.

‘Permanently Discontinued’
This product is no longer available because it is obsolete and/or its production has been discontinued.

‘Out of Print’
This product is not available because it is no longer being published and has been permanently discontinued.

Why does the estimated delivery time vary from seller to seller?

You have probably noticed varying estimated delivery times for sellers of the product you are interested in. Delivery times are influenced by product availability, geographic location of the Seller, your shipping destination and the courier partner’s time-to-deliver in your location.

Please enter your default pin code on the product page (you don’t have to enter it every single time) to know more accurate delivery times on the product page itself.

Why does the delivery date not correspond to the delivery timeline mentioned?

It is possible that the Seller or our courier partners have a holiday between your order date and the estimated delivery date based on the timelines shown on the product page. In this case, we add a day to the estimated date. Some courier partners and Sellers do not work on Sundays and this is factored in to the delivery dates.

Seller does not/cannot ship to my area. Why?

Whether your location can be serviced or not depends on

• If the Seller ships to your location
• Legal restrictions, if any, on shipping particular products to your location
• The availability of reliable courier partners in your location

At times Sellers prefer not to ship to certain locations. This is entirely at their discretion.

I need to return an item, how do I arrange for a pick-up?

Returns are easy. Contact us to initiate a return. You will receive a call explaining the process, once you have initiated a return.

Wherever possible Ekart Logistics will facilitate the pick-up of the item. In case the pick-up cannot be arranged through Ekart, you can return the item through a third-party courier service. Return fees are borne by the Seller.

Does Handvilla deliver internationally?

As of now, Handvilla doesn’t deliver items internationally.

You will be able to make your purchases on our site from anywhere in the world with credit/debit cards issued in India and 21 other countries, but please ensure the delivery address is in India.

5) Courier

 

How does the delivery process work?

All deliveries are scheduled through reputed couriers. You will be informed when the seller ships your consignment and will also be provided a tracking number.

Sellers generally ship through E-Kart Logistics wherever possible or will use other reputed courier service providers. During checkout you will be prompted to provide your location’s pincode in order to ensure that the seller does indeed deliver to you.

All electronic items are insured for theft and damages during transit.

How are items packaged?

Products sold by seller WS Retail are shipped in packages with waterproof plastic wrap. Fragile items like electronics are safely secured with bubble wrap. Other sellers also follow standard packing procedure. Sellers are rated on packaging quality and affects overall seller rating.

Are in-transit products insured?

Only electronic items are insured against theft and damages incurred during transit.

How can I track the delivery of my order?

All items sold by sellers on Handvilla are delivered through reputed courier partners including Ekart Logistics – Handvilla’s preferred delivery partner. You will be provided a Tracking ID for your order by the respective courier service provider. Order IDs contain tracking information from E-Kart Logistics.

6) Returns policy

What is the Return policy period applicable for different categories?

Important Note: The new returns policy of 10 days replacement for Large Appliances is applicable for all orders placed from August 17, 2016 onwards. Orders placed before August 17, 2016 will have the earlier policy which can be viewed in the order details on My Orders page.

 

*All products listed under a particular category may not have the same return/replacement period. Kindly check the respective item’s applicable return/replacement policy on the product page.

 

Category	Return Period after Delivery or Installation
Lifestyle: Clothing, Footwear, Watches, Eyewear, Fashion Accessories and Jewellery	30 Days
Lifestyle: Lingerie (top-wear), Sport &s; Fitness Equipment, Baby Care, Precious Jewellery, Footwear Accessories, Travel Accessories, Beauty and Grooming Accessories   Electronics: Mobiles, Tablets, Laptops, Cameras, Consumer Electronics, Entertainment Small, Gaming Hardware, Small Home Appliances, Personal Care Appliances, Personal Care, Health Care Appliances, Small Appliances, Computer Accessories, Mobile Accessories, Camera Accessories, Other Accessories, Computer Peripherals, Smart Home Appliances, Office Equipment and Smart Wearables   Large Appliances: Air Conditioners, Chimneys, Water Geysers, Microwave Ovens, Televisions, Refrigerators, Dishwashers, Washing Machines, Dryers and OTG   Home: Furniture, Home Decor, Home Furnishing, Home Improvement Tools, Household Items and Pet Supply   Automotive: Auto Accessories, Bike Accessories, Car Accessories, Car and Bike Breakdown Equipment, Car and Bike Care, Car and Bike Lighting, Car and Bike Styling, Car AV Electronics and Accessories, Helmets and Riding Gear, Spare and Performance Parts, Tyres and Alloys   Books & More: Books, Music Instruments, Office Supply, School Supply and Toys	10 Days
No Returns categories: Lingerie (bottom-wear), Inner-wear, Socks, Clothing Freebies, Home Care, Music, Movies, Baby Care Supply, Beauty and Grooming, Gift Cards, Food and Nutrition, Computer Software, Game/CD/DVD, Cars, Two Wheelers, Lubricant, Oil, Cleaning solutions, Grease, Glue, Wax, Perfumes, Deodorants, Inks, Gels, Polish, Liquids, Personal Hygiene, Pet Hygiene/Grooming and Other Consumables	No Returns

 

Note :

Return Period after Delivery is applicable if product received is Defective or Damaged or Not as Described.

 

If you have received a damaged or defective product or if it is not as described, you can raise a replacement request on the Website/App/Mobile site within the applicable Returns Policy period. In a rare event of the replacement being defective/damaged or not as described on the product page, a full refund will be provided by the seller once they receive the product.

 

 

 

For products where installation is provided by Handvilla:

1. Please do not open the product packaging by yourself. Handvilla authorised personnel shall help in unboxing and installation of the product.
2. The return period for such products commences from the date of installation.

 

How does Handvilla help in resolving any issue with a product purchased on Handvilla?

Returns Processing

If you’re facing any issues with a product purchased on Handvilla, we shall help by verifying and trying to resolve your product issue as part of the return verification process. The Issue resolution steps may be shared with you as self-help, or with assistance over call or a Handvilla (or partner) personnel may visit your place.The seller will arrange for a replacement if the issue has not been resolved.

 

Issue resolution steps will be available for products like mobiles, tablets, laptops, large appliances, electronics, home appliances, furniture etc.

 

In case the item is not in stock or has been permanently discontinued, the refund for the entire product or part(s) of the product will be provided by the seller.

What are the checks done by Handvilla while accepting (picking up) a return product from the customer?

Returns Pick-Up

 

During pick-up, your product will be checked for the following conditions.

 

1. Correct Product

IMEI/name/image/brand/serial number/article number/bar code should match and MRP tag should be undetached and clearly visible.

 

2. Complete Product

All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.

 

3. Unused Product

The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/warranty seals (wherever applicable). Before returning a Mobile/Laptop/Tablet, the device should be formatted and iCloud accounts should be unlocked for iOS devices.

 

4. Undamaged Product

The product (including SIM trays/charging port/headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.

 

5. Undamaged Packaging

Product’s original packaging/box should be undamaged.

What is Handvilla’s Friendly Returns policy?

All products sold on Handvilla are brand new and 100% genuine. In case the product you received is Damaged’, Defective or Not as Described, our Returns policy has got you covered.

 

Possible resolution could be Replacement, Exchange (only for Apparel and Footwear) or Refund in case we are unable to provide a Replacement/Exchange.

 

In any case, all your purchases on Handvilla are backed by Buyer Protection for 45 days from the date of delivery.

 

Our Returns policy may vary slightly depending on the product and seller. Know more about return policy period applicable for different categories here.

 

Replacement
If you have received an item in a Damaged or Defective condition, or it is Not as Described by the Seller, you may request a replacement at no extra cost. Return Policy depends on the product category and the seller and the terms may differ. Be sure to check the respective seller’s return policy on the product page when buying or before initiating a return for a replacement. Replacement is subject to availability of stock with the Seller. If the product is out of stock, you will receive a full refund, no questions asked.

 

Exchange
If you are not satisfied with the Clothing and Footwear item delivered, you can request an exchange in a different size or color. All this again, at no extra cost to you. Be sure to check the Seller’s Return Policy when buying or before initiating a return for exchange.

What is Handvilla’s Replacement Guarantee?

If you have received a product in a damaged or defective condition or if it is not as described, you can make use of Handvilla’s Replacement Guarantee to get a brand new replacement at no extra cost! For Apparel and Footwear, you can raise an exchange request for a different size/colour.

 

– Returns including all replacements/pickups are done free of cost.

– In case of Refunds, the entire amount paid by you including shipping and gift wrapping charges are transferred to your account.

– We strive to ease the pickup process for you in case of returns. In most of the cases we deliver the replacement while we do the pickup.

– In a few other cases, we ensure that pickup is arranged at the earliest and we ship the replacement as soon as we receive the item from our courier partner.

– In the rare scenario where a pickup cannot be done in certain areas, you can ship the product through any other courier. You will be reimbursed the shipping charges against the original receipt.

– Replacement is subject to availability of stock with the Seller. In case a Replacement is not available, Seller will refund the amount for the same.

 

Returns are subject to the return policy that is applicable to the product category and the respective seller. Know more about return policy period applicable for different categories here.

Do I get 30 Day Returns on products with the ‘Handvilla Advantage’ badge?

Handvilla Advantage has nothing to do with the Replacement Policy. Product replacements are governed by Handvilla’s Replacement Guarantee. You are eligible for product replacement if the product you’ve received is damaged or defective or not as described.

 

Please check the respective seller’s return policy on the product page when buying or before initiating a return.

 

In case, a replacement cannot be issued, a refund will be provided. Know more about return policy period applicable for different categories here.

 

What items can I Exchange?

We allow exchange on items such as Apparel and Footwear, where a trial is required to determine if the fit is right. You can exchange an item for the same product in the size/color of your choice.

We hope you understand that the product can only be used for trial and cannot be used, washed, ironed or tampered in any way. Please include all price tags, labels, original packing and invoice along with the product.

Where can I find the Seller’s Return Policy?

Please go to the product page, where you can see the respective policy against each Seller offering that product.

The Seller has declined my request. What can I do?

In case the seller declines a replacement request and you are unconvinced with the reason provided, you can write to us to at resolution@Handvilla.com

You can file a dispute 45 days from the date of delivery. Handvilla mediates buyer-seller disputes on a case-by-case basis.

Handvilla Buyer Protection covers buyers who are unable to successfully resolve their dispute with the seller, or are not satisfied with the resolution provided by the seller.

What is Handvilla Buyer Protection?

Handvilla Buyer Protection seeks to help Buyers who have an issue with a product as the Seller is unable to provide resolution and the Buyer is unconvinced.

Write to us at resolution@Handvilla.com in case you want to raise a dispute. Handvilla looks at each dispute on a case-by-case basis and tries to be fair to both parties. Buyers and Sellers are subject to final consent from Handvilla for settling the dispute.

When are returns not possible?

There are certain scenarios where it is difficult for us to support returns

Write to us at resolution@handvilla.com in case you want to raise a dispute. Handvilla looks at each dispute on a case-by-case basis and tries to be fair to both parties. Buyers and Sellers are subject to final consent from Handvilla for settling the dispute.

• Return request is made outside the specified time frame
• Product is damaged because of use or Product is not in the same condition as you received it
• Specific categories like innerwear, lingerie, socks and clothing freebies
• Any consumable item that has been used or installed
• Products with tampered or missing serial numbers
• Anything missing from the package you’ve received including price tags, labels, original packing, freebies and accessories
• Made-to-order / custom jewellery
• Fragile items, hygiene related items.

 

When are Refunds provided?

We work to provide the most hassle-free online shopping experience. You are covered and your money safe.
Refunds are issued when

• Seller cannot provide replacement
• In-line with Buyer Protection, when a dispute has been ruled in your favour

Seller allows Refunds on select categories under certain conditions. Please check with the individual Seller’s Returns Policy.

I have requested a replacement, when will I get it?

Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up/received.

If you don’t get the return within the promised date, contact us immediately.

I’ve still not received the refund to my bank account. Why?

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organisations for the same.

Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn’t happened by the date we promised, you can contact us. We will gladly help you.

What is the pickup process? Why have I been asked to ship the item?

Once you have requested for a replacement, we will schedule the pickup of the originally delivered product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
– We arrange for pickup from most of our customer locations. Its simple. Please follow the instructions you received by email – In case we can’t pick up the item from your location, you can ship it back to the Seller. We will reimburse the shipping charges against the original receipt – Include all price tags, labels, original packing and invoice along with the product. Pack the item safely to ensure against damage in transit – Mention the Return ID on the package so that we can acknowledge your return – Please mention Seller’s address as specified in the email notification sent to you – Do retain the original receipt for the courier charges you have paid, it will be required to reimburse the shipping charges. Also note down the courier tracking id for any future reference

Refund/replacement will be initiated as soon as Seller receives the product from you.

I have changed my mind and would like to retain the product. What do I do?

Please call us to cancel your return request and we will do the needful. In case the replacement is already dispatched, you can reject the replacement item when it is delivered to you.

How do I cancel an order?

You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.

In case the item you have ordered has been shipped but has not yet been delivered to you, you may still cancel the order online. Your refund will be processed once we receive the originally ordered item back from the courier.

Unfortunately, an order cannot be cancelled once the item has been delivered to you.
In order to cancel an item in your order:

• Log into your Handvilla account and go to the ‘My Orders’ page
• Identify the item you want to cancel and click on the corresponding ‘View Details’ link
• In the detailed order page, you will see ‘Cancel’ links against each of the items in that order
• Click on the ‘Cancel’ link, indicate the reason for cancellation, choose a mode of refund and confirm cancellation
• Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible

 

How long will it take to process my cancellation request?

Once you request the cancellation of item(s) in your order, it will take us a maximum of 1-2 business days to cancel the order and initiate a refund. You will be notified of the same by email.

If the Order Status shows the item(s) in your order as ‘Shipped’, we will process your cancellation request directly with our logistics partner. Your refund will be processed soon after we receive the cancelled items back from the courier.

In case of sellers with Handvilla Advantage the refund mode will be Handvilla Wallet. The refunded amount will be made available immediately.

However, if you opt for having the money transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund by Handvilla.

Why do I see a disabled ‘Cancel’ link?
A disabled ‘Cancel’ link can mean the following things:

• The item is being shipped together with another order of yours
• The item is non-refundable (eg. e-Gift Vouchers)

 

In any of the above cases, you can get in touch with our Customer Support for more information

What are the modes of refund available after cancellation?

In order to confirm cancellation of item(s) in your order, you need to indicate your refund preference.
There are two modes of refund:

• Handvilla Wallet – If you choose this option, the amount will be added to your Handvilla Wallet in the ‘store credit’ component. This applies for sellers with Handvilla Advantage.
• Back to Source – In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction.

 

Once you have requested the cancellation of item(s) in your order, Handvilla will complete the cancellation and initiate the refund, depending on your preference.