FAQ

    FAQ's

    Signup/Login

    How can I create an account on Ketch?

    You can create your account on Ketch using your mobile number

    • 1. Enter your Mobile Number on clicking Signup
    • 2. Enter the OTP you get on your mobile number.

    You are ready to start shopping on Ketch

    What data do I need to provide for sign up on Ketch?

    Mandatory:

    Phone Number :

    Email :

    Optional:

    Alternate phone number

    Please Note:

    • 1. The details submitted while creating an account viz. address, mobile number, email id etc. shall be used for sending you personalized offers, wishes, marketing/promotional activities etc.
    • 2. Address & contact details shall be shared with our shipping partners for delivery of products.
    How can I log in on Ketch?

    You can login to Ketch using your mobile number and OTP

    What if I do not receive my OTP?

    Please verify your network connectivity. You have the option to 'Resend OTP' which can be used to trigger a message again.

    Please note for security purpose OTP is generated Max 5 times in an hour. User will be given an option to generate OTP through Whats app incase OTP is not delivered in 30 seconds.

    Placing order, tracking, delivery

    How can I place an order on Ketch?
    • Find the product you wish to buy
    • Select the size of the product
    • Add the product to your shopping bag by clicking on "Add to Bag"
    • Go to your shopping bag and click on "Checkout"
    • Provide your Shipping Address
    • Confirm payment and your order will be placedsec
    How can I figure out the correct size for me?

    Each item you select will have a 'Size Chart' above the 'Add to Bag' button. You can refer to the size chart and the provided sketch on 'How to Measure' to determine the right size for you.

    Do I have to create an account on Ketch to place an order?

    Yes, you need to create an account to place an order. This will help us to provide you with a personalized experience.

    Is there any minimum limit on order placement?


    The minimum order value is Rs.100. Orders will have additional shipping charges of Rs. 70 (Rs. 95 in case of Jammu & Kashmir, North East & Kerala)

    COD orders will have additional COD charges of Rs.45

    Please note: The shipping charges and COD charges collected during order delivery will not be refunded when a return request is placed, only the product value will be refunded.

    The maximum amount for which orders can be placed for COD is Rs. 3000 & PrePaid is Rs.10000 . This amount is fixed to provide the best possible shipping experience to our customers who place individual orders

    For orders above these limits, we encourage you to reach out to us on [email protected] with your specific requirements

    What is Ketch's Shipping Policy?

    Ketch ships the product you ordered in the fastest time possible and deliver it to your doorstep. Please check the delivery availability at your PIN Code when ordering.

    Please note: Shipping charges of Rs. 70/- & for COD orders, will have additional COD (Cash on Delivery) charges of Rs. 45

    * For orders in Jammu & Kashmir, North East & Kerala, the shipping charges will be Rs. 95/-

    How can I check the status of my order?

    Please tap on "My Orders" section under main menu to check your order status.

    How can I check if Ketch delivers at my PIN Code?

    Our Product Page has a section of 'Delivery Options' below the 'Add to Cart' button. Please enter your PIN code there. The tool will tell you if your area is serviceable or not & the expected delivery date.

    If delivery is not available at my address, what should I do?

    We are trying to add more PIN codes to our delivery list. If you do not find your PIN code at this point, we request you to check back in a few days.

    How are orders placed on Ketch delivered to me?

    The orders placed on Ketch are delivered by our courier partners and we will ensure timely delivery.

    Does Ketch deliver products outside India?

    NO. Ketch ships products only in India.

    Payments

    How Can I pay for my Order at Ketch ?

    Payment can be made through any of these modes:

    • 1. Credit Card
    • 2. Debit Card
    • 3. Net Banking
    • 4. Wallet
    • 5. UPI Payment
    • 6. Cash on Delivery (CoD)

    Please note:

     For all COD orders, an additional Rs.45 will be charged.

    How Does COD ( Cash on Delivery ) option work

    With the Cash on Delivery option, Ketch allows you to pay for your orders at the time of delivery..

    Shipping charges of Rs. 70/- & for COD orders, will have additional COD (Cash on Delivery) charges of Rs. 45

    For orders in Jammu & Kashmir, North East & Kerala, the shipping charges will be Rs. 95/-

     

    What should I do if my payment fails?

    Please check the following:

    • Account details entered
    • Billing address
    • Password/OTP
    • After checking the above, please retry the payment
    • If your payment still fails, you can use the CoD option, provided the facility is available in your area
    • If the COD option is not available, please try ordering in sometimes.

    Cancellation, Return/Refund, ReplaceAll orders are eligible for return and we strive to process the same in the promised timelines by our delivery partners. You may experience some delays owing to regional logistical constrains. 

    What is Ketch's Cancellation Policy?

    All orders are eligible for cancellation when they are in packed/shipped status or as long as the cancellation option is available.

    How can I cancel my order?

    Tap on “My Orders” section under the main menu and then select the item or order you want to cancel.

    Please note that when an item in the order is cancelled, the whole order will get cancelled

    I just cancelled my order. When will I receive my refund?

    If you had selected Cash on Delivery, no amount to be refunded because you have not paid for your order. For payments made via Credit Card, Debit Card, Net Banking or Wallet you will receive a refund into the source account within 5-7 days from the time of order cancellation. UPI transactions Refund would be Initiated after 7 to 10 days.

     
    Can I change the shipping address of my order after it has been placed?

    Yes, you can change the shipping address of your order under the 'change address' option, which is available under the 'My order' section, before we have processed (packed) it.

    Can I Return or Exchange the ordered products?

    The products purchased on Ketch can be returned or exchanged for 1 time per order within 7 days of delivery. Post this, return or exchange is not allowed. Also, for the return or exchange to be valid, products must be returned in their original packaging, including hangers, polybags,barcode, hang tags on garments, shoe boxes, dust bags and gift boxes. Items must be unused, unworn, unwashed, and undamaged. This may be checked by our executive who picks up the product as well as in our warehouse. Please note, for hygiene reason, we do not return or exchange boxer. 

    We make sure that your orders are verified & perfectly packed when they are dispatched from our order-processing unit. However, it goes through multiple touch points at our logistics partner before reaching you. We urge you to not accept any tampered / unsealed packages. Also, we humbly request you to share a parcel opening video footage without pause & cut along with the claim for any missing product/damaged product.

    There are two ways to return or exchange the product :

    Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.

    Self-Ship: In some locations, our logistics partners may not offer a pickup. In such cases, we request you to self-ship through India speed post or a reliable courier service & we will credit the shipping costs in your Ketch Wallet provided the product meets the return policy and you have shared scan copy of the courier receipt with us on [email protected] giving your order id to help us track your order

    The courier charge amount mentioned on the receipt should not overshoot the sender-destination-service combination and shall be cross-checked with the courier company

    kindly pack the items securely to prevent any loss or damage during transit.

    For exchange, a single product cannot be exchanged for multiple products. Exchange can be initiated for 1 time per order.

    How can I place a return request for products ordered?

    You can place a 'Return Request' under the 'My Orders' section of main menu

    Choose the product you want to return

    Click on 'Return/Exchange' option

    Click on the 'Return' button

    Select the reason for return. Please note that selecting the right reason for return will help us serve you better

    Click on 'Submit' and you are done

    Please Note: Return can be initiated for 1 time per order. Items must be returned in their original packaging, including hangers, polybags, hang tags on garments, shoe boxes, dust bags and gift boxes. Items must be unused, unworn, unwashed, and undamaged.

    There are two ways to return the product :

    Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request. Please note our delivery partners may take upto 4 - 7 days for pick up from the date of request & the order may take upto 15 days from the date of pick up to reach our warehouse for Quality check. The schedule for pickup will be informed via a message.

    Self-Ship: In some locations our logistics partners may not offer a pick up. In such cases, we request you to self-ship through India speed post or a reliable courier service & we will credit the shipping costs in your Ketch Wallet provided the product meets the return policy and you have shared scan copy of the courier receipt with us on [email protected] giving your order id to help us track your order

    The courier charge amount mentioned on the receipt should not overshoot sender-destination-service combination and shall be cross checked with the courier company

    kindly pack the items securely to prevent any loss or damage during transit.

    You can send the return to the same address from which it was dispatched. Kindly do not send it to on any other address as the package would not be acceptable then. Please address the return shipments to the Warehouse Manager, address details can be found on your order invoice.

    Return pick-up is available only on the address on which the product was delivered. Our courier partner will try a maximum of 2 attempt

    In case for any reason the consignee is unavailable or uncontactable during the time of pickup, the pickup request will get auto cancelled, and we would not be able to pick up the products further.

    In case of pick up request being auto cancelled - Self - Ship Option is still available to the customer - this must be 7 days from the date of delivery

    Address for Self shipment:

    Brand Studio Lifestyle Pvt Ltd
    Sy No.330/B,324,331,331/B,331/1 and 334/1, Marasur Village, Kasaba Hobli, Anekal Taluk, Bengaluru – 562106 Karnataka, India
    Contact Number-9611042723

    Brand Studio Lifestyle Pvt Ltd
    Block No. 1,Sy.No.18, Bandk Logistics Park Kasaba Hobli, Kumbarnahalli Bangalore South, Bengaluru – 562106 Karnataka, India
    Contact Number-7975272997


    In case of any queries regarding this, please reach us at [email protected] or call us on 8951743100, Monday to Saturday between 10:30AM to 5:30PM.

    How can I place an exchange request on Ketch?

    You can place a request to 'Exchange' under the 'My Orders' section of main menu

    Choose the product you want to exchange

    Click on 'Exchange' option

    Select the reason for exchange and the size you want (In case you want a different size of same item). Click on 'Exchange' and you are done

    Please Note: Exchange can be initiated for 1 time per order. Items must be returned in their original packaging, including hangers, polybags, hang tags on garments, shoe boxes, dust bags and gift boxes. Items must be unused, unworn, unwashed, and undamaged.

    There are two ways to return the product :

    Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request. Please note our delivery partners may take upto 4 - 7 days for pick up from the date of request & the order may take upto 15 days from the date of pick up date to reach our warehouse for Quality check. The schedule for pickup will be informed via a message. Once we receive the product already with you and QC is cleared, we will ship the item you wanted in exchange. You can track the status in the 'My Orders' page

    Self-Ship: In some locations our logistics partners may not offer a pick up. In such cases, we request you to self-ship through India speed post or a reliable  courier service & we will credit the shipping costs in your Ketch Wallet provided the product meets the return policy and you have shared scan copy of the courier receipt with us on [email protected] giving your order id to help us track your order

    The courier charge amount mentioned on the receipt should not overshoot sender-destination-service combination and shall be cross checked with the courier company

    You can send the exchange to the same address from which it was dispatched. Kindly do not send it to on any other address as the package would not be acceptable then. Please address the exchange shipments to the Warehouse Manager, address details can be found on your order invoice.

    kindly pack the items securely to prevent any loss or damage during transit.

    Address for Self shipment:

    Brand Studio Lifestyle Pvt Ltd
    Sy No.330/B,324,331,331/B,331/1 and 334/1, Marasur Village, Kasaba Hobli, Anekal Taluk, Bengaluru – 562106 Karnataka, India
    Contact Number-9611042723

    Brand Studio Lifestyle Pvt Ltd
    Block No. 1,Sy.No.18, Bandk Logistics Park Kasaba Hobli, Kumbarnahalli Bangalore South, Bengaluru – 562106 Karnataka, India
    Contact Number-7975272997


    In case of any queries regarding this, please reach us at [email protected] or call us on 8951743100, Monday to Saturday between 10:30AM to 5:30PM

    Will Ketch pick up my returned product?

    Currently, Our Logistics partners pick up products from select PIN Codes.

    Please note our delivery partners may take up to 4 - 7 days for pick up from the date of request & the order may take up to 15 days from the date of pick up to reach our warehouse for quality check. The pickup schedule will be informed via a message. For any return or exchange please record a video and take pictures during the handover, In case of an exchange, we will ship the item you wanted in exchange, post clearance of QC. In case of a return, the refund will be processed post clearance of QC once we receive the product already with you. You can track the status on the 'My Orders' page.

    Where should I self-ship the Returns?

    You can send the return to the same address from where it was dispatched. Kindly do not send it to any other address as the package would not be acceptable there. Please address the return shipments to the Warehouse Manager, address details of which can be found on your order invoice.

    Address for Self shipment:

    Brand Studio Lifestyle Pvt Ltd
    Sy No.330/B,324,331,331/B,331/1 and 334/1, Marasur Village, Kasaba Hobli, Anekal Taluk, Bengaluru – 562106 Karnataka, India
    Contact Number-9611042723

    Brand Studio Lifestyle Pvt Ltd
    Block No. 1,Sy.No.18, Bandk Logistics Park Kasaba Hobli, Kumbarnahalli Bangalore South, Bengaluru – 562106 Karnataka, India
    Contact Number-7975272997

    In case of any queries regarding this, please reach us at [email protected] or call us on 8951743100, Monday to Saturday between 10:30AM to 5:30PM
    Why did the pick up of my product fail?

    We make two attempts to pick up the item. If the item is not picked up on the second attempt, the pickup request will be marked as failed. You can initiate a new return request if the item meets the return criteria and is within the specified return/exchange period (check the product details page for the same).

    How will my refund be credited?

    1. If you have placed a prepaid order, your refund will be credited to the original payment source. Once the return reaches our warehouse and passes the QC test Refunds are processed from our end within 24 hours. You will Receive Refund into your source account within 5-7 working days once we have processed the refund.

    2. If you have placed a Cash On Delivery order,

    a) You can choose to avail refund via Ketch wallet points (1-year validity). These Ketch wallet points can be used on your next purchase on www.getketch.com. Ketch credit can’t be withdrawn in the form of cash or transferred back to any Bank account. Ketch credits can be used on purchases at www.getketch.com only.

    OR

    b) You have a choice to get the refund credited to your Bank account in that case, we would request the bank account details

    Please Note:

    • 1. The account name should be the same as the order name
    • 2. The refund will be processed only once the return reaches our warehouse and passes the QC test
    • 3. The refund will Only include the value of the ordered items.
    • 4. Shipping charges and COD charges paid during order placement will not be refunded.
    • 5. Coupon benefit not valid if Bill Value reduces due to returns & coupon amount would be deducted from the refund value
    • 6. In case the product fails Quality Control Test and if in any way, customer breaches or misuses Ketch’s policy, then we at our sole discretion may take following steps;
      a. Reserve the right to block the customer account. No evidence of such case will be
      provided.
      b. No amount will be refunded to the customer in such case.
      c. Only communication available with the customer will be through email.
      d. We do not store QC failed products; it will be either donated or recycled depending
      upon company’s internal policies.
      e. In case customer registers himself with different account and such account gets
      detected operating from same IP address, we may block the accounts from ordering
      further.
    The item I wanted to return has been picked up. When will I get my refund?

    Please note the refund will be processed once the return reaches our warehouse & the product passes the QC test. Once the refund has been initiated by Ketch as per our Returns Policy, the refund amount is expected to be reflected in the customer account as per the following timelines:

    CoD Account Refund/NEFT - 5 to 7 working day’s post refund initiation

    Ketch Wallet - Instant

    Please note: Ketch initiates the refund after the returned item has reached us and the quality check is successful. Therefore, the refund initiation time may vary depending on the time taken by the courier partner to pick up the return (up to 4 - 7 days from the date of request) & deliver the return to a Ketch warehouse (may take up to 15 days) from return pickup. In case of any refund discrepancies, Ketch would at its sole discretion, request you to share with us a screenshot of your bank statement.