Welcome to Kaithary.com

Frequently Asked Questions

Following narrations are the answers to common questions which the shoppers could come across about kaithary.com. We tried our best to answer most of the commonly asked questions and our valued customers may send their queries to support@kaithary.com for any questions which are not addressed in this session.

What is the objective of Kaithary.com

Kaithary.com is formed by a family from Balaramapuram one of Kerala’s handloom making regions. The main objective is to offer the handloom products to the online community and also to support the weaving community by helping the education of their children through sharing a profit percentage for the noble cause.

Does Kaithary.com offers customized stitching

Yes. Kaithary.com offers customized stitching. The measurements are captured through the website. You may provide the exact measurements with the additions required for the comfort of wearing the dress (like if any increase in measurement for loose fitting required). Kaithry.com tailoring department will stich the clothes as per the given measurement and will not add any tolerance in the measurements during stitching.

Where is the office of Kaithry.com located

Registered office of Kaithary.com is located in Ernakulam (Cochin) in Kerala Sate of India. The address is given below.

Registered Office
VII/563A, Divine Nagar, South Chittoor
Ernakulam, Kerala State
India. Pin – 682 027
Phone:- +91 484 2431612
Website: - www.kaithary.com
Email: info@kaithary.com

How will I know that the order is received by Kaithary.com

During the payment process you will be given a confirmation that your credit card / bank transfer has been successfully processed. We will also send an order confirmation with details of your purchase through email.

Why would I create an account in Kaithary.com and login to do the transaction

When you create an account your information like your name, billing and shipping address are captured. You don’t have to provide the information again when you purchase from the site next time. Also all the order details and other activities done by you in the site are associated to your login for easy recovery whenever you need the same.

How do I check my order status

You will have to login in to your account using your email id and password provided during creation of the account. You can view your order status by clicking on My Orders link. A shipping confirmation mail will be sent you as soon as the materials are shipped by us. The mail will have the details of the Courier Company and the Airway Bill No. or POD (Proof Of Delivery) No. in the mail. Using these details you can check the status of delivery. You should send a mail to support@kaithary.com incase the material is not received within Seven days of shipment for domestic and fifteen days for international shipments.

Is it safe to use my Credit/Debit card online in Kaithary.com

Kaithary.com is linked to the EBS payment gateway (www.ebs.in) for secured payment transactions which has PCI Data Security Standards 1.1 compliance and 128 bit SSL encryption certified by Verisign & Hackersafe. Kaithary.com assures its customers a trouble free and secured payment transaction options. We will also bring in more payment options like Paypal in future.

What if an item is out of stock

You may send as an email in support@kaithary.com if you see an item which is out of stock and you would like to purchase the same. We would make our best effort to keep all products in stock. However, there may be circumstances when unexpected demands exceed our supply.

How much time is taken for stitching

Normal stitching time is 4 to 7 days depending on the type of garment and the design. However there could be delays beyond 7 days to maximum of 15 days during season time and also during bulk order processing. However we will inform our customers about any extended delay in stitching the clothes.

What about the quality of silk used in Kaithary.com products

Kaithary.com offers different quality silk materials for online sale through our web site. If you see two similar products but differ in price, is basically due to the quality of silk used in making the fabric. First quality silk is much costlier than second and third quality.

What will I do if the item received is not the same as shown in the Website

In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to our notice by sending a mail with an image of the product received, to support@kaithary.com within 24 hours of receiving the product. The Customer Service Team after looking into your complaint will take an appropriate decision. However, there could be slight variations in color of the actual product against the one shown in the website. This is due to nature of fabric dyes, weather at the time of dying and differences in digital output due to lighting and digital photography, color settings and monitor types. We request customers to make a note of these minor variations in color as seen on the website as against the actual color of the product during order placement.

What do I do if the parcel is received in damaged condition, contains a wrong item, having manufacturing defect or mismatch in stitching measurements.

You may not accept the parcel if there is visibility of a major damage in the packing. You may ignore any minor damages in the outer packing and accept the same. All the products of Kaithary.com undergo a quality check before shipping, cross checking the stitching measurements and proper care is taken for packing the product. However you may notify us of any such errors immediately upon receipt of the parcel by sending us a mail to support@kaithary.com with an image of the damage and our support team will get back to you for further details. You may cancel the order or opt for replacement and send the parcel back to us upon our acceptance and email confirmation. Kaithary.com will replace the items free of cost. All the courier expenses will be borne by Kaithary.com incase the shipment is rejected due to the above mentioned reasons. Kaithary.com will not be responsible for any mistake in measurements given by the customer during order placement and no refund or replacement will be considered for such errors by customers.

Whether Octroi or Entry taxes will be charged extra in case of domestic shipping

Sometime it is difficult to arrive at the exact taxes and levies payable because of different tax systems exist in different states within India. We tried our best to make sure that no additional charges are payable by the customers by sending the items through reputed couriers. In case where additional duties or taxes are assessed, customer will be responsible for paying these additional fees. However you may send us an email in this regard to support@kaithary.com so that we can take corrective measures to avoid such instances in future.

What would be the normal delivery time

All orders will be executed within five working days except for the orders with stitching requirement. Most of the International deliveries would take approximately 7 to 14 days to reach you and in case of domestic deliveries it would be 5 to 10 days. For orders with stitching requirement there could be an additional of 7 to 10 days required for delivery depending up on the pattern and quantity.

How is the shipping done

All our orders are packed well and shipped by reputed couriers or postal agencies to avoid any delay and damage. Door to door delivery will be assured within the delivery area of the courier company and incase the address is a remote place the customer may have to collect the shipment from the nearby courier office.

Do you accept bulk orders

Yes. Bulk orders are not accepted online through the website. All bulk orders are processed separately by our sales team. We request all bulk requirement enquiries to be sent to our sales team directly in the email sales@kaithary.com. The time required for execution of the bulk orders is 10 to 15 days without the stitching part. However our sales team will keep you posted of the order processing and shipment details. All order processing and deliveries will be made after receipt of the payment. Customer may refer their regular shippers for a cheaper delivery option or they may inform us about cheaper delivery options like by sea or road.

Is different shipping address is possible in a single order.

No. Because of technical difficulties we can process only one shipping address per order. You may opt for bulk order processing if you would like to ship materials to a different addresses in a single order.

Can I cancel an order.

Yes. You can cancel the order within 24 hours of placing the order by sending an email to support@kaithary.com with the order details from the email ID given during the order placement. However, the cancellation request will not be entertained if the orders have been executed and goods dispatched or communicated to any other supporting vendors/merchants and they have initiated the process of shipping the items. There is no cancellation of orders placed under the Same Day Delivery category. No cancellations are entertained for those products that the Kaithary.com marketing team has obtained on special occasions like Onam, New Year, Pongal, Diwali, Valentine’s Day etc. These are limited occasion offers and therefore cancellations are not possible. We request customers to use the same email ID used while placing the order to send the cancellation request. The cancellation requests from a different email ID will not be accepted for order cancellation.

How the money is paid back if there is a cancellation

Upon cancellation, customer can either opt for a product of the same price range or request for a refund. Kaitahry.com will notify the respective stake holders for returning the payment to the source of origin. There could be service charges levied by respective service providers which are not within the control of Kaithary.com. However Kaithary.com will not deduct any cancellation charges and any deduction and delay occurred could be due to service charges and process delay of the respective payment service providers.

Is Post Office Box Number and place name are sufficient for shipping

No. Courier companies require full address including door no, building name/number with street address for the door to door delivery of the materials.

How is the shipping charges calculated

Kaithary.com has rate contact agreement with reputed courier companies and the shipping rates are derived based on the rates given by the courier companies. Also postal agency charges are taken in to account if the shipment is done through postal agencies. The charges are calculated based on total weight of all items per order.

Is customs charges included in the shipping cost for international shipping

In normal cases the shipping charges includes the customs duty also. But due to changes in government policies there are chances that a customer may have to pay additional import duties and taxes which are levied once the shipment reaches the destination country. In such case where additional customs charges are assessed, customer will be responsible for paying the additional fees. All international shipments are done through reputed international couriers like DHL, UPS, Aramex etc. to make your shopping experience a trouble free experience. If the customer is presented with an invoice from the courier company for import duties and taxes, then the customer will have to pay the due amount directly to the courier company at the time of delivery. We request the customers to inform us about any such instances by an email to support@kaithary.com.

How do I track my order

Kaithary.com team will send an email to the customer regarding the shipment of the materials as soon as the items are handed over to the Courier or postal agency. These alert emails will contain the tracking number and website address of the shipping agency. Customers can track the shipment movement with the given details through the websites of the respective companies.

Can I change the shipping address after placing the order

We do not recommend changing the shipping address after placing the order. It takes approximately 5 to 7 working days to process your order before shipping. Incase of an unexpected emergency the customer may send a request email with the order reference to support@kaithary.com from the email address provided during order placement with the new shipping address. We will try our best to accommodate the request if the shipment is not done. Please note that we will not be able to change the address of an order placed for delivery in India to International delivery or vice versa. Address change requests from different email IDs will not be considered and we request customers to use the same email ID used while placing the order to send the address change request.

Reasons for non-delivery

In most of the undelivered cases the reason would be non-availability of the addressee or wrong address. Under such instances Courier companies may leave a note at the delivery address and you will have to contact the courier companies to get the delivery. In case you have not received the package within the normal delivery period, you can track the package through the order tracking facility of the courier companies. You can directly contact the customer support of the courier companies based on the status shown in their websites. Kaithary.com does not take responsibility if the delivery address provided by the customer is incorrect or outdated. No refund will be paid if a package is returned to us because the address is incorrect or outdated and we will consider the order status as closed and issued. Please make sure that the correct and current shipping address is given during the order placement.

Another reason for non-delivery could be due to refusal by the recipient. If you are sending a gift to someone and they refuse to accept the package because they think it is being sent to them in error, then the package will be returned to us as undeliverable. It would be better if you can inform the recipient in advance so that they should expect a gift package which will help us to ensure the delivery of your gift.

Under no circumstances Kaithary.com issue a refund or do a re-shipment of the same order when the delivery is failed due to the reasons mentioned above.

Guidelines for Washing

Home wash with normal soap and starching is the ideal way to keep long life and freshness for the handloom cloths. Do not soak the cloths in water or detergent water for more than ten minutes. For glacing the jari (kasavu) a yellow powder diluted in gum is painted over the jari. There are chances that this yellow color could spread in the cloth if it is soaked in water/detergent for more than ten minutes. In such cases soak the cloth in hot water for some time so that the color spreading is removed and the jari get its natural color.