Frequently Asked Questions

Account Management

 1.      What is ‘My Account’?

‘My Account’ is a tool we have created that allows you to view and manage your transactions and orders anytime on our website.  It allows you to:

  • manage/edit all your personal data like address, phone numbers, email ids
  • change your password
  • track the status of your orders

 

2.      How do I create an account?

After clicking on “Create an Account”, enter your name, email address, and password, and click Submit.

 

3.      Do I need an account to shop on Roomstory?

Yes, an account is needed to shop at Roomstory. You need to register and create an account so that when you return in the future, our system will remember your address and contact information. This will save you the trouble of having to fill them out again. This password can also be used to make changes to your account information saved in our systems. You can also create an account at the time of checkout by choosing a password when you enter your address and other contact details.

 

4.      How do I update my shipping or billing address?

If you have not yet placed an order and wish to update your shipping or billing information, please follow these instructions:

1)      Login to your account through the Log In link at the top right of the screen and click on Address Book

2)      On the Address Book screen, click on Add New Address and add the new address

3)      Before you save it, check the boxes at the bottom to use the address as your default billing or shipping address

 

If you would like to change the billing or shipping address of an order that was placed but not yet shipped, please contact customer support immediately and they can help you with your request.

We unfortunately won’t be able to help you update your shipping or billing address for a recent order that has already been shipped from our warehouse (which you can check through ‘My Account’).

 

5.      How do I change the email or password on my account?

Log into ‘My Account’ and under the Account Information section on the Dashboard, click on Change Password. You can change both your email and password on this screen.

 

Orders and Tracking

1.       How do I check the status of my order?

You can review the status and other information of all your orders, whether pending or fulfilled, that you have placed with RoomStory. To check the status of your pending orders, click on the “My Account” link in the top right of any page on our store. This will take you to your My Account page, where you can click on the “My Orders” link to view the status of all orders. 


To view the status of a specific order, click on “View Order” for that order number. After your order is shipped out from our warehouse, we will send you an email with the shipping details.

 

2.       How do I know when my order has been confirmed?

We will send you an email to let you know when your order had been confirmed.

 

3.       How do I track my package?

All RoomStory items are delivered through reputed courier partners who will provide you with a Tracking ID for your order which you can track via the courier company’s website. You can get your tracking number by logging into “My Account”. Click on My Orders, select the order you wish to track, and finally click on “Track Your Order”.

 

4.       What do I do if an item is missing from my shipment?

If your entire order is marked as shipped in “My Account” please call customer support immediately to inform them about the situation. They will help track the status of your missing items.

 

5.       What do I do if I received the wrong item?

Please call customer support as soon as you receive your order to inform them of the situation and they will help take care of your request.

 

6.       What do I do if my tracking number shows “Delivered” but I haven’t received anything?

Please start by checking the status with the person who is listed as having signed for the delivery receipt at your end. If you find there has been an error and still haven’t been able to track your package, please contact customer support for assistance.

 

7.       What do I do if my tracking number shows an incorrect delivery location?

Please contact customer support for assistance.

 

8.       What do I do if my tracking number does not work?

Please contact customer support for assistance.

 

9.       How and when can I cancel my order?

You can cancel your order before it reaches the "Completed" state calling RoomStory customer support at the number listed on our Contact Us page.

 

10.       If I get a defective/damaged product will Roomstory replace it?

In such a case we will replace the product for you free of cost. You need to only inform us within 48 hours, and we will schedule a pick up and replace the product as soon as possible. In order to successfully complete this process and get your replacement product, you will need to get in touch with Customer Care and follow the terms and conditions mentioned below. In case the product is out of stock or is irreplaceable, we will offer you store credit or refund depending on the product.

 

Products Unavailable

1.      How do I find if a product is available in stock?

Availability of each product will be mentioned on the purchase page

 

2.      Can I order a product if it is marked Out of Stock?

We apologize that at this time we do not have these products available for sale, but stay tuned and we work on refreshing our stocks as soon as we can. 

 

Payments

1.      How can I make payments for a RoomStory purchase?

RoomStory offers multiple ways to make payments for your order. We presently accept Cash on Delivery (COD) and Net Banking, and expect to offer Credit and Debit card payment options very soon. All your Debit/Credit information remains confidential. Our trusted payment gateways are compliant with the highest standards in the payment processing industry to make sure your personal information is safe.

 

2.      Are there any hidden charges when I make a purchase on RoomStory?

There are no hidden charges when you make purchases on RoomStory. The prices listed for all items are final and all-inclusive. We offer free delivery above an order of Rs.500 otherwise a fee of Rs.100 is charged. We do offer certain value added services such as gift wrapping which come at an additional cost.

 

3.      What is Cash on Delivery?

Cash on Delivery (COD) is an alternate method of purchasing from us, other than Online (By Credit/Debit card and Net banking). In the COD payment method or COD service, you pay at the time of the actual delivery, rather than paying in advance.

4.      Are there any hidden terms and conditions for a COD purchase?

The maximum order value for a COD payment is Rs. 20,000. It’s strictly a cash-only payment method, and e-Gift vouchers or store credit cannot be used for COD orders. Please note that we do not accept foreign currency as payment against a COD order.

Shipping & Delivery

1.      What are the shipping charges on Roomstory products?

Roomstory provides free delivery on all items if your total order amount is Rs. 500/- or more. Otherwise Rs. 100/- is charged as delivery charges

 

2.      What are the shipping methods available?

Standard Products are shipped via air courier. Heavy products are shipped via surface courier.

 

3.      How long will it take to receive the ordered products?

For most of our products the following shipping times apply:

Standard products:  for standard items, you will receive you order within 5-10 business days from date of order, depending on the location of the delivery. These products will be shipped via air courier.

Heavy Products: For heavy items, you will receive your order within 7-12 business days from the date of order, depending on the location of the delivery. These products will be shipped via surface shipping.

However certain products have longer lead times (indicated on the product page if applicable) and take longer to ship.

 

4.      How will the products be packaged?

All items are carefully packaged at our warehouses to avoid any form of damage. We ensure the package is water proof with plastic wrap and fragile items are safely secured with bubble wrap.

 

5.       Are there any hidden charges when I make a purchase on RoomStory?

There are no hidden charges when you make purchases on RoomStory. The prices listed for all items are final and all-inclusive. We offer free delivery above an order of Rs.500 otherwise a fee of Rs.100 is charged. However, we offer certain value added services such as gift wrapping which come at an additional cost.

 

6.      Does RoomStory deliver outside India?

RoomStory doesn't deliver items internationally. You are more than welcome to make your purchases on our site from anywhere in the world, but you'll have to ensure the Billing and  Shipping Address is within India

 

General

1.      What is your return policy?

Items can be returned if

A)     The product is damaged, defective or has any other problem
In such a case we will replace the product for you free of cost. You need to only inform us within 48 hours, and we will schedule a pick up and replace the product as soon as possible. In order to successfully complete this process and get your replacement product, you will need to get in touch with Customer Care and follow the terms and conditions mentioned below. In case the product is out of stock or is irreplaceable, we will offer you store credit or refund depending on the product.

B)     Not satisfied with product

If for some reason you are not satisfied with your purchase, we will gladly accept your return as long as it meets the terms and conditions.  To avail this please contact our Customer Care within 7 working days of receiving the product and follow the terms and conditions to receive your store credit/refund. While we are happy to provide our services and initiate the pick-up, we request that the shipping costs for the return be borne by the customer. You can either use our pre-approved couriers to dispatch the shipment yourself or you can ask us to initiate the pickup in which case, the shipping costs will be deducted from your refund.

C)      Order cancellation

For orders that are cancelled before they have left our warehouse, we will issue a full refund. However if it is already in transit, we cannot issue a cancellation. You can refer to the Returns and Replacements Policy for further action.  

Items cannot be returned if

A)     They are custom made

B)     They are furniture, carpets, or rugs

C)     You have purchased them during a Flash Sale

 

2.      How do I return an item?

You can either use our pre-approved couriers to dispatch the shipment yourself or you can ask us to initiate the pickup in which case, the shipping costs will be deducted from your refund. To initiate a return please call our customer support line within 7 days from the date of delivery to initiate a refund.

 

3.      How do I become a supplier?

Please contact us at partners@roomstory.com and someone from our team will be in touch to take the conversation further.

 

4.      Do you have any store locations?

As of now, RoomStory does not have any store locations. 

 

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