Frequently Asked Questions

Any made-to-order product, personalised bags, bespoke apparel, hand-painted pieces, or anything made to your custom specifications. These are made specially on request and can't be resold, so they follow different policies from ready-to-ship items.

No. All customised and bespoke orders are strictly non-returnable and non-exchangeable, since they're made specifically for you.

Reach our design team directly at +91 82912 34595 for anything related to bespoke pieces, customisation options, or design consultations.

Custom orders dispatch within 3 weeks of payment confirmation, unless a different timeline is mentioned on the product page. One-of-a-kind and bespoke pieces have timelines shared individually after your design consultation.

Once you've approved the mockup and production has started, changes aren't possible. If you reach out before production begins, we'll do our best to accommodate. Email orders@dhaagalife.com or call our design team right away.

Yes. Share your list of names/text with our design team at +91 82912 34595 or orders@dhaagalife.com. Bulk customised orders take longer than a single piece, so please reach out early with your timeline.

Share your measurements with our design team and we'll help you find the right fit before production begins. This is worth doing since bespoke apparel can't be exchanged after it's made.

Sometimes, it depends on what's in stock. Message our design team with what you have in mind and we'll confirm if it's possible.

All customised orders are made specially on request and cannot be resold or repurposed. For Cash on Delivery (COD) custom orders, a partial token amount is mandatory before the order is processed. This confirms your order and moves it into production. The remaining balance is payable at the time of delivery.

No, token amounts are non-refundable. Orders are processed only once the token is received, and Dhaaga Life reserves the right to cancel the order if the token isn't paid within the stipulated time.

COD is available across most of India for ₹219 per order. A partial advance (token) payment is compulsory on every COD order. This confirms and processes your order, with the remaining balance payable at delivery. COD isn't available for every pincode due to logistical constraints. We apologise if we're unable to cover your location.

No, the partial advance (token) payment is compulsory for every COD order, whether it's customised or ready-to-ship, and whatever the order value.

No, sale discounts, coupon codes, and store credit can't be combined with each other. Only one can be applied per order.

This usually resolves itself with an automatic refund within 5–7 business days. If it doesn't, email us at orders@dhaagalife.com with your transaction ID/screenshot and we'll help sort it out.

Yes, our website accepts major cards and standard online payment methods for international orders. If you run into an issue at checkout, write to us and we'll help.

Yes. Free shipping applies to all prepaid orders above ₹699 across India. Orders below ₹699 have a standard shipping charge of ₹99.

Within 2–3 business days of payment confirmation, unless a different timeline is mentioned on the product page.

Mumbai, Ahmedabad, Vadodara: 2–3 working days. Other metro cities: 3–4 working days. Rest of India: 5–7 working days. Remote pincodes may take longer, unless a different timeline is mentioned on the product page.

Yes, for ready-to-ship orders in Mumbai, Surat, Vadodara, and Ahmedabad. Please contact Customer Care before placing your order to confirm eligibility.

Yes, express delivery is available with priority shipping charges on actuals. Contact us at +91 92747 34595 or orders@dhaagalife.com to arrange it.

Local & same-city deliveries: Anjani Courier Service, DTDC, India Post, Blue Dart. Pan-India COD orders: Delhivery. International orders: FedEx and other partners.

Please make sure your delivery details are accurate. Dhaaga Life isn't responsible for delays or non-delivery caused by incorrect addresses.

No. Saturdays, Sundays, and national holidays aren't counted as working/business days for dispatch or delivery timelines.

We're not liable for delays caused by circumstances beyond our control, including natural disasters, political disruptions, courier network issues, and similar events.

Octroi charges (mainly for bulk orders, primarily in Maharashtra) may apply and are borne by the customer. These are non-refundable, including if the order is later cancelled.

Yes. Just add the recipient's address at checkout, or let us know via WhatsApp/email. We can leave prices off the package on request, so it arrives ready to gift.

We can try to time a priority-shipping order around a specific date. Message us before you order so we can check feasibility. Standard shipping dates aren't guaranteed to the day.

The courier will typically attempt delivery 2–3 times before returning the parcel to us. If you know you'll be unavailable, let us know so we can coordinate a better time with the courier.

Usually not once it's dispatched, since it depends on the courier's own process. Contact us as soon as possible and we'll see what's possible with that specific courier.

We cover most pincodes in India, though a few remote areas may be outside our courier network. Share your pincode with Customer Care before ordering and we'll confirm.

A flat shipping fee of ₹3,000 (or $30 for orders outside India) applies per order. Free shipping may be offered for bulk international orders. Contact us to discuss.

Check the product page for the expected timeline for that specific product. As a general guide, delivery takes about 10–12 business days from dispatch. If the product isn't ready-to-ship (for example, a made-to-order piece), it can take longer.

All applicable duties and taxes are borne by the customer and aren't included in the product price or shipping fee. These are payable directly to the shipping agency (e.g. FedEx) upon delivery, based on the invoice they provide.

If non-payment of duties and taxes results in the shipment being returned, we're unable to offer a refund for that order.

No, international shipments aren't eligible for returns or exchanges.

If delivery fails because you're unreachable or you decline the parcel, the order is considered abandoned by the courier, and we're not able to offer a refund or cover the cost of a redelivery attempt.

We'll send you WhatsApp updates when your order is fulfilled, dispatched, and delivered.

Call our Customer Care team and we'll follow up with the courier directly on your behalf.

Yes, we can share Proof of Delivery (POD) on request. Please check the tracking details to see who received the parcel. We're not responsible for packages marked "delivered" but not received, though we'll do our best to help you resolve it.

Message us at orders@dhaagalife.com or on WhatsApp with your order number and we'll resend it right away.

First, check with family members, neighbours, or your building's security/reception. Packages are sometimes received on a customer's behalf. If you still can't locate it, contact us immediately with your order number and we'll investigate with the courier and share the Proof of Delivery.

All prepaid or COD orders can be cancelled within 24 hours of the order date/time. It's best to call our Customer Care team directly, or email orders@dhaagalife.com. After 24 hours, we can no longer offer a full cancellation. We can only offer store credit instead.

Yes, though partial cancellations may add shipping charges on the remaining balance of the order.

If a custom order has already gone into production, we can't offer store credit either. We're unable to resell a made-to-order piece to anyone else, so the token amount paid to confirm the order is non-refundable. For non-custom orders, cancelling after 24 hours means we can offer store credit instead of a cancellation.

Yes, as long as the order hasn't been dispatched yet. Email us as soon as possible with the correct address.

For a simple exchange or change of mind, we offer store credit, not a cash refund. Genuinely defective or damaged items are the one exception: those are eligible for a replacement or a full refund. See the questions below for specifics.

Raise the claim within 48 hours of delivery. Don't accept a package that looks tampered with. Send us clear photos and a video of the product and packaging (keep the packaging intact, especially the outer box), plus a photo of the shipping label. An unboxing video is recommended for high-value orders. Once verified, if the item needs to come back to us, we'll share a return address and courier instructions; once we receive it, we'll reimburse the return shipping cost via GPay. After a quality check, you can choose a replacement of the same product or a full refund. We pack every order under CCTV surveillance.

Yes, one-time exchange is available if you raise the request within 2 days of delivery and the product is unused, unworn, in original condition with all tags, dust bag, and branded courier box intact.

You cover the cost of shipping the item back to us; we cover the cost of shipping your exchange item to you.

To the address our team shares with you at the time of your request. If your address has changed significantly since your original order, we'll assess and confirm any revised shipping cost before dispatching the exchange.

Sale orders: no exchanges, no returns, no cash refunds, and sale discounts can't be combined with other offers, coupons, or store credit. COD orders: store credit only, no cash refunds. Sale prices apply only on dhaagalife.com, not third-party platforms.

If it's raised after the stipulated window, the product shows signs of use/wear/post-delivery damage, tags or packaging are missing, the item is customised/bespoke, or there's evidence of misuse. In these cases, the product is returned as-is with no credit issued.

For purchases from a retailer or platform other than dhaagalife.com, please contact that retailer directly.

Exchanges are generally for the same product in a different size/colour. If you'd like a different product altogether, message us. We may be able to work something out with a price adjustment, case by case.

Treat it as a new claim. Raise it within 48 hours of receiving the replacement, with the same photo/video evidence. We'll make it right.

Unfortunately, no. Tags, dust bag, and the branded courier box all need to be intact for an exchange to be accepted.

Yes, as long as it's sent to the address we've shared and clearly marked with your order details.

Yes. Tote bag returns need to be sent back in the same branded box they arrived in.

After your returned product passes our quality check, which takes 3–5 working days from when we receive it.

4 months from the date of your original order, not the date the credit was issued. It expires after that and can't be reinstated.

No. Store credit is non-transferable, can't be converted to cash, and can't be used on sale items.

On dhaagalife.com, or while placing a new order via WhatsApp.

Yes. Apply your store credit and pay the remaining balance by card, UPI, or your preferred method.

Yes, it's a paid add-on. Every bag comes with a dustbag as standard, and the outer packaging is either an envelope or a box, depending on the product. You can choose your wrapping paper from the options we share with you, with no extra time added to dispatch.

Yes, two ways: a genuinely handwritten note (₹250 for a short message, ₹400 for a letter up to 200 words), or a printed note in a handwriting-style font (₹100 for a short message, ₹200 for a letter). The printed note is a more affordable option with the same personal touch. Send us the text over WhatsApp or email, and we'll share a preview before you pay.

Yes. Let us know it's a gift via WhatsApp or email and we'll ship it without price details visible.

Yes. Share the text for each recipient with our team and we'll match notes to the right orders.

Yes. For products that are 6 months past the order date, we offer repairs at a nominal rate. Email orders@dhaagalife.com with photos of the damage, your order number, and the phone number used to place the order.

Bead wear and tear, dog hook breakage, and zipper repairs. Stains aren't covered under repairs (we offer separate upcycling services like repainting or rafu). All YKK zippers carry a lifetime guarantee.

No. Slight colour variation due to screen settings/lighting isn't a defect. Natural materials like cotton, linen, jute, and handwoven fabric can have slight slubs, flecks, or texture variation. That's characteristic of natural fabric and handcraft, not a flaw, and doesn't qualify for return or exchange.

Yes. Request photos and we'll send front and back images for approval. Once you approve and it ships, it can't be returned on grounds of appearance.

Yes. A few things that help your bag last longer: (1) Avoid wearing light-coloured bags with clothing that bleeds colour. If fabric that bleeds rubs against the bag, the colour can transfer onto the surface. (2) To protect light-coloured bags for longer, you can use a fabric protector spray (like Vetro Power) as a stain repellent. (3) Keep it away from sharp objects.

The lifetime guarantee is specific to YKK zippers. Other wear-and-tear repairs (beads, dog hooks) are covered at a nominal fee any time after 6 months. There's no separate written warranty beyond what's listed here.