Customer Care & Compliance

Shipping, Returns & Refund Policy

At The Second Wardrobe, we are committed to complete transparency, fair trade, and sustainable practices. This policy outlines our order processing, shipping timelines, returns, exchanges, refunds, and grievance redressal mechanisms in accordance with the Consumer Protection (E-Commerce) Rules, 2020 of India and standard Google Merchant Center consumer disclosure standards.

Policy Highlights at a Glance

Order Processing

2 – 4 Business Days

Standard Delivery

3 – 7 Business Days (Pan-India)

Return Window

48 Hours (Transit/Defect)

Refund Timeframe

5 – 7 Business Days

Delivery Coverage

International

1. Shipping & Delivery Policy

1.1 Order Processing & Dispatch Timeline

  • Ready-to-Ship Products: Dispatched within 2 to 4 business days following order confirmation and payment.
  • Made-to-Order / Customized Upcycled Pieces: Dispatched within 7 to 10 business days as each product is customized and hand-crafted.
  • Orders placed on Sundays or National Public Holidays will be processed on the following business day.

1.2 Shipping Rates & Transparency

  • Shipping charges are calculated based on shipment weight and delivery location, and are transparently displayed in your shopping cart before finalizing payment.
  • Standard Flat Rate Shipping: ₹80 across India.
  • Free Shipping: Automatically applied on all orders of ₹1,499 and above.
  • All product prices displayed on the website are inclusive of all applicable statutory taxes.

1.3 Domestic Transit & Delivery Estimates

  • Metro Cities (Delhi NCR, Mumbai, Bengaluru, Chennai, Kolkata, Hyderabad): 3 to 5 business days post-dispatch.
  • Rest of India: 4 to 7 business days post-dispatch.

1.4 Shipment Tracking & Notifications

Once your order is handed over to our courier partner, you will receive an automated shipping notification via Email / SMS / WhatsApp containing your tracking number and live tracking link.

1.5 Eco-Friendly, Plastic-Free Packaging

True to our circular ethos, 100% of our packaging is biodegradable, recycled, and plastic-free. We use recycled paper mailers and corrugated paper boxes to protect both your treasures and the environment.

2. Order Cancellation Policy

  • Prior to Dispatch: You may cancel an order within 12 hours of placement or before it has been dispatched (whichever is earlier) by contacting us at [email protected] or via WhatsApp at +91 85955 23492 with your Order ID.
  • Upon successful cancellation before dispatch, a full 100% refund is initiated immediately to your original payment method.
  • After Dispatch: Orders that have already been dispatched cannot be cancelled in transit.

3. Returns, Exchanges & Refund Policy

3.1 Nature of Upcycled & Handcrafted Goods

Because The Second Wardrobe specializes in upcycled, reclaimed, and curated one-of-a-kind textile creations, slight variations in texture, weave, and vintage character are authentic hallmarks of circular craftsmanship rather than manufacturing defects.

3.2 Eligibility for Returns & Exchanges

We accept returns or exchanges under the following conditions:

  • Damaged in Transit or Defective Item: If your package or product arrives visibly damaged, defective, or structurally compromised.
  • Incorrect Item Delivered: If you received an item different from what was ordered.
  • Reporting Window: You must notify us within 48 hours of delivery by sending an email to [email protected] or messaging on WhatsApp (+91 85955 23492) with your Order ID and clear photos/unboxing video of the defect.

3.3 Return Conditions

  • Items must be unused, unwashed, unworn, and returned in their original packaging with all brand tags intact.
  • Return Shipping Costs: If the return is due to a transit damage, defect, or shipping error on our part, The Second Wardrobe arranges a reverse courier pickup at zero cost to you (or reimburses verified return courier expenses). For voluntary size/preference exchanges, the customer bears the reverse courier fee.

3.4 Refund Process & Settlement Timeline

  • Once the returned product is received at our facility and inspected (within 48 hours of receipt), we will notify you of the approval or rejection of your refund.
  • Approved Refunds: The full purchase amount will be credited back to your original payment method (UPI, Credit/Debit Card, Net Banking via Razorpay) within 5 to 7 business days.
  • If payment was made via direct UPI/bank transfer, the refund will be credited directly to your bank account via NEFT/UPI within 3 business days.

4. Grievance Redressal Mechanism

In compliance with Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020, The Second Wardrobe has appointed a designated Grievance Officer to address customer concerns, disputes, and inquiries in a timely manner.

Designated Grievance Officer

  • Officer Name: Deepa Kumar
  • Designation: Founder & Grievance Redressal Officer
  • Entity: The Second Wardrobe
  • Operational Address: East Delhi, India – 110092
  • Official Email: [email protected]
  • Helpline Number: +91 85955 23492 (Mon – Sat, 10:00 AM – 6:00 PM IST)

Acknowledgment SLA: All grievances are officially acknowledged with a unique ticket reference within 48 hours.

Resolution SLA: The grievance will be investigated and redressed within 30 days (1 month) from the date of receipt.

5. Contact Us

For any queries regarding shipping, order status, or returns, please reach out to us: