At East Kala, our customers are at the heart of everything we do. We are committed to providing high-quality, designed-and-made-in-India pieces while ensuring a seamless shopping experience. To maintain transparency and provide the best service possible, please review our policy carefully before making a purchase.
1. Final Sale Policy
All sales are final. To ensure timely delivery, we begin processing orders immediately; therefore, once an order is placed on our website, it cannot be canceled, returned, or refunded. We strongly recommend reviewing your order details carefully before finalizing your purchase.
2. Exchange Policy
We offer exchanges exclusively for damaged items, incorrect products, or sizing issues. Exchanges will not be processed for changes in color or style. All exchange requests must be raised within 48 hours of delivery.
a. Damaged or Incorrect Items
If you receive a product that is damaged, defective, or incorrect, we will replace it at no additional cost to you.
- Verification Required: To help us assess the issue quickly, you must provide a clear unboxing video showing the damage/incorrect item and the original packaging.
- Resolution: Once the issue is verified, we will arrange a free reverse pickup and delivery to replace the item.
- Availability: If the same item is not available in stock for an exchange, a store credit will be issued instead.
- Store Credit Validity: This store credit will be valid for 365 days from the date of issue.
- Exchange Limit: Any item that has been exchanged once cannot be returned or exchanged a second time; every item can be exchanged only once.
b. Size Exchanges
If you need a different size for the same product, an exchange is possible subject to stock availability.
- Condition: Items must be unworn and in their original condition with all tags and labels intact.
- Processing Fee: For size-related exchanges, a fee of ₹300 will be charged to cover reverse pickup and logistics costs.
- Limit: Every item can be exchanged only once.
3. Shipping & Logistics
- Serviceable Pincodes: Reverse pickup will be arranged by our team for serviceable areas.
- Non-Serviceable Pincodes: If your pincode is not serviceable for reverse pickup, you may self-ship the product to our warehouse.
- Shipping Compensation: After the item passes a Quality Check (QC), you will receive ₹300 as store credit to compensate for your self-shipping costs (reserved for defective items exchanges exclusively).
- Credit Processing: In cases of item unavailability, store credit will be issued via email within 3-4 working days, after the order has been received and processed at our warehouse.
4. Customer Guidelines
To ensure a smooth resolution process, we ask our customers to follow these guidelines:
- Inspection: Please inspect your order as soon as it arrives.
- Proof of Issue: For any claim regarding damaged or incorrect goods, a video unboxing the package is mandatory. Please also include clear photos of the damaged area and the original courier pouch in your email.
- Store Credit Orders: Exchange requests for orders placed using store credit will be rejected, unless the item received is defective or incorrect.
- Respectful Communication: Our customer support team follows brand policies strictly and is not authorized to make exceptions. We request all customers to communicate respectfully, as policy disputes may delay your resolution.
- Final Authority: The company holds the authority to make the final decision in any case.
We’re Here to Support You
At East Kala, we truly value our community and appreciate the trust you place in our craftsmanship. Our goal is to ensure you feel supported at every step of your journey with us.
If you have any questions, need assistance with an order, or simply want to share your feedback, please don't hesitate to reach out:
- Email: support@eastkala.com
- Instagram: Direct Message
- Phone :+91 9004554705
- Support Hours : Monday to Saturday (11:00 AM - 6:30 PM IST)
Thank you for choosing East Kala and for supporting designed-and-made-in-India fashion!
Our Delivery Commitment
Our commitment to quality delivery is why we’ve partnered with leading third-party couriers. Because these services operate independently, there are times when our direct oversight of a package in motion is limited. Should any unique situations arise, we thank you for your understanding as we coordinate with our partners on your behalf.