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HOW WE CAN HELP YOU?

  • All your queries on tracking your order answered here

  • Why have I not received my order yet?

    In rare situations, orders may sometimes get delayed. We will keep you updated on the status of your orders. Log in to your account on our website to track your orders in the‘My Order’section.

  • I have placed my order. Now what?

    Look forward to receiving your order! We will send you a confirmation email and SMS with your order details and estimated delivery dates. You can also log into your account on our website to track your orders in the‘My Order’ section.

  • How can I check the status of my order?

    You can easily check the status of your order by logging into your account on our website. Go to the 'My Orders' section and click on 'Track Order' to get the updated status of each item you have ordered.

  • What is the 'My Orders' section?

    Once you place your order, we will send you a confirmation email and SMS with order details and estimated delivery dates. You can also log into your account on our website for the latest update on your order's status in the 'My Orders' section.

  • How do I know my order is confirmed?

    This may happen rarely, when there is a delay in receiving courier tracking updates. Don't worry, we work closely with the couriers to ensure your item will reach you as promised. If it has not been delivered to you by the promised date, please inform us in the 'Help section' or select Contact Customer Care

  • Return/replace an item, Ekrasta's 7 Days Easy Returns policy

  • How can I return/replace an item on www.Ekrasta.com?

    Follow these quick and easy steps to return/replace an item within 7 days of delivery:
    1. Log into your account on our website and go to 'My Orders'.
    2. Click on 'Return/Replace' against the item you wish to return/replace.
    3. Select the reason for returning/replacing your item, enter your comments and submit your request. We will process your request at the earliest.

  • Can I return/replace part of my order?

    If you placed an order with multiple items, you can individually return/replace any of them. However, an item can't be returned/replaced individually if it is part of a set or related with another item.

  • Will Ekrasta pick up the item I want to return/replace?

    Yes, most couriers will be able to pick your item up, within 1-2 days of your initiating your request to collect the item. In the rare case they cannot, we will inform you and request you to courier it to us. We will refund the courier charges to your Free Charge Account once you provide your Airway bill/courier receipt.

  • What is the definition of faulty?

    An item is defined as faulty if it is defective or malfunctioning.

  • When will I receive my replacement item?

    Once your item is picked up by the courier, we will process an item through our quality team and initiate the replacement within 2 days. You will receive an email and SMS with your replacement item's details and delivery timelines.

  • Refund modes and timeliness & Cancel an order before delivery

  • How can I cancel an item on Ekrasta?

    Follow these quick and easy steps to cancel an item before it reaches you:
    1. Log into your account on our website/app and go to 'My Orders'.
    2. If the item is yet to be shipped, you will see 'Cancel' next to your item. If it has been shipped, you will see 'Cancel/Replace'. Click on the relevant button and confirm that you have not received your item yet.
    3. Select the reason for cancellation, enter your comments and submit your request.
    Once your request is received, we will ensure that it is processed at the earliest.

  • Can I cancel my order anytime before it is delivered?

    Yes, you can cancel your order at any time prior to delivery. Here are the steps to do this:
    1. Log into your account on our website and go to 'My Orders'.
    2. If the item is yet to be shipped, you will see 'Cancel' next to your item. If it has been shipped, you will see 'Cancel/Replace'. Click on the relevant button and confirm that you have not received your item yet.
    3. Select the reason for cancellation, enter your comments and submit your request.
    Once your request is received, we will ensure that it is processed at the earliest

  • Why can't I cancel a particular item?

    You may not be able to cancel an item for one of the following reasons:
    1. The order has been delivered.
    2. The item is non-cancellable, e.g. automobiles.
    3. A cash on delivery order is currently getting verified, during which time it can't be canceled.
    4. You have already requested for an item to be canceled. We will work on your request, you need not cancel it again.

  • Why was my order cancelled?

    Your order could have been cancelled due to one of the following reasons:
    1. Non-availability of the item(s)
    2. Problems identified by our fraud detection department.
    3. Unforeseen circumstances, e.g. political tension, natural calamities, etc. affect serviceability to a region We may put additional checks and verifications or seek more information before accepting any order. We will contact you if all or part of your order is cancelled or if additional information is required to accept your order.

  • Can I cancel part of my order?

    If you placed an order with multiple items, you can individually cancel delivery of any of them. However, an item can't be cancelled individually if it is part of a set or related with another item.

  • Can I get my order money refunded into bank account if I made payment using cash on delivery ?

    All refunds of Rs. 10, 000 or less will be to your Free Charge Account as Free Charge Balance.* Refunds above this amount will be refunded to your bank account via NEFT transfer if you paid cash on delivery.

  • How soon can I receive the refund for my cancelled order?

    If you cancel your item before it is shipped,If you paid with cash or your Free Charge Account, you will receive refund in your FreeCharge Account within an hour after we confirm your cancellation. If the item has already been shipped, it will take up to 6 days to initiate refund. It will then take one hour if you paid with cash/your FreeCharge Account. We will send you an update once your item has been cancelled and refund has been initiated.

  • I paid cash on delivery, how will I get the refund?

    Refunds of items costing Rs. 10,000 or less will be to your FreeCharge Account as FreeCharge Balance*. For refunds greater than Rs. 10,000, you will be refunded to your bank account via NEFT transfer. For NEFT transfer we require these details:
    1. Bank account number
    2. Account holder's name
    3. IFSC code
    Your bank can help you with this code. You can use your FreeCharge Balance for:
    1. Purchases on Ekrasta.
    2. Recharge of your prepaid/postpaid phone/data card/DTH connection, utility bill payment at FreeCharge
    3. Purchases at Shopper's Stop
    FreeCharge Balance can be withdrawn to your bank account at no extra charge.
    *Subject to FreeCharge Account limits as prescribed by RBI

  • Benefits of a Ekrasta account, account-related issues

  • Do I have to register to shop at Ekrasta?

    Yes, please register yourself to shop on Ekrasta.

  • I don't remember my Password. Help!

    Follow these steps to reset your forgotten password:
    1. Click on Login at the top right side of the Ekrasta homepage.
    2. Click on the 'Mobile number or email' button.
    3. Click on the’reset’ link.
    4. Enter your registered e-mail address and we will send you a security code to reset your password.
    5. Enter the code and set a new password for yourself.

  • What are the benefits of creating an account on Ekrasta?

    There are many benefits of creating a Ekrasta account:
    My Orders: Manage all your orders quickly and easily. View your orders, track them, cancel, return or replace them.
    FreeCharge Balance: View your updated FreeCharge Balance View, edit and add delivery addresses and select a default address.
    Recommendations For You: Look through a list of recommendations based on your past searches
    What's more, once your mobile number is verified during registration, It's a great way to make easy and hassle-free payments. You can operate your Ekrasta account using login details .

  • Are there any registration charges for creating an account on Ekrasta?

    No, there are no registration charges needed for creating an account on ekrasta. It is free of cost.

  • What should I do if I have trouble with logging in?

    Try these steps if you are unable to log in:
    1. Check your login details. Your user name is the email address used for registration.
    2. If you have forgotten your password or it is not working, then reset it in ‘forgotten password’on the log-in page.
    3. Ensure that your web browser accepts cookies.
    4. If the site is down, please try logging in after some time.
    If you are still unable to log in, please contact our Customer Care. We will resolve the issue at the earliest.

  • Are there any login charges for vendor on Ekrasta?

    Yes, if you are a vendor then you have to pay for login on Ekrasta.

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