FAQ'S

Is Mehrotra Silk Factory an Indian small manufacturer?

Yes. Mehrotra silk Factory is a registered by Indian government. We are manufacturing all types of silk items.



Where is Mehrotra Silk Factory's Head Office located?

The Head Office is in Varanasi at: S.C.-21/72, Englishia line, Cantt, Varanasi 221002, India. Tel: +91-542-2200189.

 And the branch office is located in Varanasi at: K-4/8-A, Lalghat, Varanasi 221001 India. Tel: +91-542-2435892. email: 



Where can I buy Mehrotra Silk Factory products in India?

We retail our products in Mehrotra silk Factory at Englishia line and Lalghat location in Varanasi. We have only two Factory outlets which is only in Varanasi. We also offer online sales through our Mehrotra silk website at www.mehrotrasilk.com



Are Mehrotra Silk Factory products available internationally?

Yes, we now offer online sales through our Mehrotra silk Factory website at www.mehrotrasilk.com to the Australia, Bangladesh, Belgium, Canada, Denmark, England, France, Germany, Greece, Holland, Indonesia, Italy, Japan, Malaysia, Mauritius, Mexico, Nepal, Scotland, Singapore, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, UAE, USA. We plan to expand this online web store to ship to customers around the world in the near future. We sell Mehrotra silk Factory products to retail and wholesale buyers around the world through our export department based at Mehrotra silk Factory in Varanasi, India.



About our Products

Where are your manufacturing facilities located?

Mehrotra silk Factory does not have a company owned production unit. Our mission has always been to work with village-based artisans across India employing their regional textile skills and specialties. This commitment has helped preserve the traditional crafts of India and created employment opportunities in rural areas.



Are all Mehrotra Silk Factory products handmade?

We try to maximize the handmade process, using hand-woven and vegetable dyes as far as possible. If a power loom is used, the fabric is decorated using hand processes such as block printing, embroidery, embellishing etc.



What are the advantages of handloom fabrics?

The handloom process and techniques of production gives the textile a unique character. In addition, handloom fabrics breathe well, are cool in summer and retain body warmth in the winter.



Shopping

How do I shop online?

Please refer to our How to Shop page which walks you through the shopping process.



How will I know if you have received my order?

During the payment process you will be given a confirmation that your credit card has been successfully processed. You will also be given an order confirmation number through an email from Mehrotra silk factory.



How do I check my order status?

You can view your order status at any time once you have placed your order, through My Orders options after logging in to your Mehrotra silk account on Mehrotra silk factory website. We try and dispatch all the orders from our warehouse within two working days and then you can track your order from Track your order option on the homepage of www.mehrotrasilk.com through the UPS tracking system.



Is it safe to use my credit card online at Mehrotrasilk.com?

We do not store credit card information on our website. Your credit card information is safe with our payment solution providers - PayPal.



What if an item is out of stock?

We make every effort to keep all products in stock. However, there may be times when unexpected demands exceed our supply. If you place an order for an item which is not in stock, we will inform you through an email and credit your credit card within two business days of purchase. We will not retain your request for an out of stock product in a back order system. In the future, we hope to be able to notify you when an out of stock item becomes available which would allow you to place a new order for this product.



Do I have to sign up for a Mehrotra silk account to buy something at mehrotrasilk.com?

You do not have to create an account on mehrotrasilk.com when you place an order, and can simply proceed as a Guest Shopper. However, there are several benefits to creating an account. Please refer to the My Account page for more details.



Shipping

All of Mehrotra silk orders are shipped within India from our warehouse in Varanasi, India to your provided shipping address. Due to the nature of interstate shipping, you may have to pay additional duties and taxes which are levied once a shipment reaches your state. The majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent duty charges will be levied. In the case where additional duties or taxes are assessed, customer will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with our shipping partners to clear your goods for you and deliver them to your doorstep. If you are presented with an invoice/receipt from our shipping partner for any duties and taxes, you will have to pay them directly at the time of delivery.



How long will it take to receive my order?

We make every effort to process your order as quickly as possible. We usually require 6 working days to dispatch your order. However if the quantities ordered are more than 5 pieces per product, or in case the item ordered is under production it may take longer to process the order. In such cases we keep you posted through email.



Which countries do you ship to?

We ship to Australia, Bangladesh, Belgium, Canada, Denmark, England, France, Germany, Greece, Holland, India, Indonesia, Italy, Japan, Malaysia, Mauritius, Mexico, Nepal, Northern Ireland, Scotland, Singapore, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, U.S.A and UAE. If you would like to request a shipment to a country which we are not currently servicing, please contact us (support@mehrotrasilk.net) to inquire if we can ship to your location.



Do you offer expedited shipping?

No. At this point we are unable to offer overnight or expedited delivery service.



How is my order shipped?

All Mehrotra silk orders are shipped door to door, via FedEx internationally, and via a number of shipping companies within India from our warehouse in Varanasi, India to your provided shipping address.



Do you ship backorders?

No. We aim to keep every item on our website in stock. If there is an item which you purchase and then we realize this item is not available, we will promptly inform you within 2 working days of your purchase and fully refund your money for the out of stock item.



Will everything ship together?

Yes. Because we do not process backorders, whatever is in stock will be shipped together.



Can I ship different items in my order to different shipping addresses?

We can only process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders.



What are the shipping costs?

For all international deliveries we offer Free Shipping on all orders US $100 and above. For orders less than US $100 we charge a flat rate of $20.



Will I be charged for customs charges in case of international shipping?

All of Mehrotra silk orders are shipped internationally from our warehouse in Varanasi, India to your provided shipping address via FedEx. Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent customs duty charges will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with FedEx to customs clear your goods for you and deliver them to your doorstep. If you are presented with an invoice from FedEx for import duties and taxes, you will have to pay FedEx directly at the time of delivery.



How do I track my order?

You can track your order on our Order Tracking page. If you do not have a tracking number or delivery confirmation number, please contact us. If you are not sure whether or not your order has shipped yet, you can check the status of your recent orders in My Account



Can I change my shipping address after placing my order?

Once we receive your order, we take approximately 5 working days to process your order before handing it over to the shipping company. If you would like to change your shipping address for an order which you have already placed, we will try to accommodate your requests if we still have the package in our possession. Please contact us (support@mehrotrasilk.net) with your requested change and we will send you an email reply to confirm if we were able to make the change. If we have already handed your order over to the shipping company then we are unable to make any shipping address changes. Please note that we will not be able to change the address of an order placed for India delivery to International delivery.



Why was my package undeliverable?

In case of International and domestic shipping the shipping company will attempt delivery 3 times at the delivery address specified by you in the order, before they contact us that your package is not deliverable. If you have not received the package, you can track the package through the Order Tracking facility. If the package status is shown as undeliverable please call the shipping company at their local number and quote your tracking number to trace your package.


Here are some reasons why your package may be determined undeliverable:

Incorrect Address: Mehrotra silk does not take responsibility if the delivery address provided by you is incorrect or outdated. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closes, and no refund will be issued. Please carefully check to make sure that you have supplied a current and correct shipping address.


Address Format: If you supply a Post Office Box for your shipping address, Courier Partner is unable to deliver your package. We will try to catch this problem prior to shipping. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closes, and no refund will be issued. Please make sure that you do not supply a Post Office Box address for your shipping address.


Failed Delivery Attempts: In case of International and domestic deliveries the shipping company will make three attempts to deliver your package. In case of International deliveries for orders over $400 FedEx generally requires a signature. For orders less than $400 it is the discretion of the FedEx driver if a signature is required. If any duties or taxes are due, then the shipping company will require payment at the time of delivery. If you are generally not home during delivery hours, please use a shipping address where someone will be available to sign for the package. If the driver deems it necessary to obtain a signature and has made three delivery attempts, then the package is returned to us as undeliverable. If the package status is shown as undeliverable please call the shipping company's customer service at their local number and quote your tracking number to trace your package.


Refused by 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. By informing your gift recipient that they should expect a package you will help us ensure that they receive your gift.



Billing & Payments

What payment methods do you accept?

We accept all MasterCard, VISA, American Express, and Citibank Maestro Debit Cards (an online real-time authorization is done through the Payment Gateway). If you have an Indian bank account, you can also transfer your payment directly to us using our payment gateway's net banking facility.



When will my credit card be charged?

Your credit card will be charged at the time of placing your order through our secured payment gateway. (An online real-time authorization is done through the Payment Gateway)



What currency will my order be billed in?

Your order will be billed in the currency of your debit / credit card. All the prices shown on Mehrotra silk website would be in US$ or INR depending on the ordering and delivery location. For all deliveries in India, you would view and pay the Indian Rupee prices, while for all international deliveries outside of India, you would view the US$ prices. * International Shopper + International Delivery = USD prices * International Shopper + India Delivery = INR prices * India Shopper + International Delivery = USD prices * India Shopper + India Delivery = INR prices



Can I change my billing address?

In order for us to successfully process your credit card, you must provide the billing address which is used for your credit card.



Customer Service

If I have problems with my order, whom should I contact?

If you have any problems or concerns about your order, please email us at support@mehrotrasilk.net



How can I modify my order?

You can modify your order at any time during the shopping process by editing / modifying your shopping cart. Once you confirm payment for the items in your shopping cart, the order is considered as final and cannot be modified.



How can I cancel my order?

Once you confirm payment of your order, your order cannot be changed or cancelled. You will need to contact us through the Request for Cancellation button under My Account within 12 hours of placing your order for us to be able to confirm this cancellation. In case we have already processed your order you will be advised that the cancellation is not possible. As we aim to maintain quick turnaround times on our order processing, dispatch and deliveries, we may not be able to support your request unless it is received within the stipulated time frame. Cancellations are solely at the discretion of Mehrotra silk.



Returns & Exchanges

What is your return policy?

At Mehrotra silk we stand behind the quality of our products and we will provide a full refund for the cost of the product if you are not satisfied with your purchase for any reason. Returns must be made within 30 days of receiving the goods. Shipping charges will not be refunded and customers are required to pay for the shipping costs to return the goods. Please click here to know more about our Returns Policy. For returns in the US and Canada and all other countries please ship to the following address: K-4/8-A, Lalghat, Varanasi 221001 India. Tel: +91-542-2435892. Note: Customers cannot return or exchange an item which has been purchased online at any of our retail outlet, and similarly retail store purchases cannot be returned through our Online Store.



When will I receive a refund for my returned products?

All credits will be issued only to the credit/debit card used for making the original purchase. Once we receive your returned item(s) we will issue your credit and send you an email confirmation. Please allow one billing cycle for the credit to appear on your credit/debit card statement.



How do I exchange an item?

In order to exchange an item you need to go through the returns process as described above. We will refund your credit/debit card once we receive the returned merchandise. You must place a new order for the replacements you would like.



Can I include a gift message with the package?

Yes, a gift message can be included with your order.