FAQs

Registration FAQs

How do I register on the website?

 You can register by clicking the Sign Up button at the top of the page. You can register using your email ID or with Facebook.

Why should I register on the website?

 We offer membership benefits on an ongoing basis and from time to time. They include deals, discounts, special offers and gift vouchers.  By registering you are eligible to all such benefits.

What is 'My Account'? How do I update my information? 

It is easy to update your account and view your orders any time through 'My Account'.  

'My Account' allows you complete control over your transactions on Identiti.com. 

  • Manage/edit your personal data like address, phone numbers, email ids
  • Change your password
  • Track the status of your orders 

Do I need to type my address every time I order? 

Address once used will be saved in My Account -> Address Book. You can go to your Address Book and modify your default Shipping (delivery) address and Billing address. You can also add more addresses using Add a new Address button. You can select any of the addresses instead of typing the shipping address while you are ordering. 

 

Shopping FAQs

How do I place an order?

  • Select a category - Choose the product of your choice
  • Please note: Fabric/material/colour/style/length/fit. Refer to size chart, warrantee, SKU code etc. Detailed information about your items will be communicated via SMS/Email once you have placed an order.
  • Create an account by registering or you can also proceed by entering your email id.
  • Carefully enter your shipping address.
  • Enter the Welcome Voucher/Discount coupon codes as applicable.
  • Check the final price (COD/Shipping charges). Select one of the payment options (COD, Prepaid, Net-Banking/Debit or Credit Card).
  • You will now receive a confirmation mail and a SMS from Identiti.
  • You can check Order History in ‘My Account’ in case you had logged into your account while placing the Order.
  • If you didn’t receive any communication, facing issues while placing order, the website hung up at the payment page, or the Order was not successful, please get in touch with our Customer Care. 

How do I know the right size for me?

 You can determine the correct size of a product by clicking on the Size Chart on the product page.  The Size Chart helps you decide which size fits you best.

 If you have ordered a product and the size you purchased did not fit you, you can always return it. Please read our returns policy to learn more.

What do I do if my payment fails?

When your payment fails, please try again to make the payment. Ensure that the information you entered is accurate, including all account details, billing addresses and passwords. If it still fails, you can use the Cash on Delivery (COD) payment option on the payment page to place your order.

In case your payment is debited from your account after a payment failure, the amount will be credited back to you within 7-10 business days after we receive a confirmation from the bank.

How will I know if order is placed successfully? 

Once your Order is successfully placed, you will receive a confirmation over email and text message from Identiti. This mail will have all the details related to your order. Order details can also be viewed at My Account -> My Orders if you have placed the order on your own online. 

How will my order be delivered to me? 

Your order would be delivered through reputed courier companies. 

I got a confirmation call for my order. Why is that?

You receive a confirmation call for your order to verify if there isn't any change with your order.

Can I add an item to my order after I have placed my order? 

Unfortunately no, however you can simply place another order. 

What is COD (Cash on Delivery)? How does it work?

COD stands for Cash on Delivery. COD allows you to pay for your purchase with cash at the time of delivery. We offer COD for all orders and for most PIN Codes. In order to avail COD, just place your order and choose the COD as the mode of payment on the payment page.

 

Shipping FAQs

How do I check the status of my order?

It’s simple. Log in to your account and enter your Order Reference Number to check the status. Your account area also has a courier tracking number that can be used to track the status of the purchase at our courier partner's website. Note that it may take up to 24 hours for the order status to be updated on our courier partner's website.

I used my tracking number to check the details my shipment but the information is not clear to me.

Courier companies use certain standard abbreviations and terminologies. Some of the most common ones are explained below. If it didn't answer your query, please contact us.

In transit- Your order is on its way to your city

Out for delivery - Your order has reached your city and we will attempt to deliver it today

Hold at hub - We tried delivering your order at least once and we will try again in 48 hours

RTO in transit - Your order was undelivered and is on its way back to our warehouse. 

How can I find out if Identiti.com ships to my PIN Code? 

We have a courier serviceability tool located on every product detail page. You can enter your PIN Code to easily find out if we deliver to your PIN Code. We constantly update PIN codes that we deliver to. If we currently do not deliver to your area, please write to us at care@identiti.com, and we will notify you when you do. 

How long does it take to deliver my order?

We deliver your order(s) within 7 days from the order date. Note that for remote areas the delivery time would take longer due to logistics reasons.

How are orders placed on Identiti.com delivered to me?

We dispatch and deliver orders through our own courier partners.

I should have received my order by now but I haven't. What do I do?

If you have the tracking information (reference number and name of the courier partner) please visit the courier partner's site and check for your Order. You can call the courier partner with your reference number for clarification. If you are not happy with the information, do give us a call with your order number and we will be happy to help you.

Does Identiti.com deliver internationally?

At the moment, no. We deliver products only within India. 

If I am not available to receive my parcel, what do I do?

If you are not available when we attempt to deliver your parcel, we would make attempts to reach you via a phone call and email. Please ensure that you take our calls to facilitate delivery of your package. A second attempt will automatically be made within 24 hours. If after the second attempt we do not get to deliver the parcel, we would hold on to your parcel for 3 days awaiting further instructions from you before returning your parcel to our Processing Centre. 

Once the parcel has been sent back to us, you must wait until it arrives in our Processing Centre. At this time you will automatically receive an email asking you if you would like us to resend your parcel. We will hold the parcel for you at our Order Processing Centre for a week from the time we send you an email. If we do not hear from you within this timeframe we will need to cancel your order. 

Please note the shipment cost for resending the parcel will be borne by the customer. 

In case of COD service where we ship your order without any prepayment, we may be forced to discontinue the option of COD in your account thereafter if you fail to accept your COD parcel when it is delivered to you. 

 

Cancellation FAQs

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

Yes. However, you can change the shipping address BEFORE we have shipped it.

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

In case of Cash on Delivery (COD), no since there is no amount to refund because you haven't paid for your order. For payments made using a Credit Card, Debit Card, or Net Banking, you will receive a refund to your bank account within 7 to 10 working days. Please get in touch with our customer care if you cancel your order and want to be refunded.

What should I do if I receive a damaged parcel? 

On receipt of the parcel if you notice that it is damaged you should refuse to accept it.  All parcels are guaranteed to be in perfect condition when they are dispatched from our Processing Centre, complete with security tape that should be visible and intact. If you have refused to accept your parcel due to the above reasons kindly contact our Customer Care.

 

Return & Refund FAQs

Can I return my order after delivery?

Yes. You can return your order(s) within 30 days. Please learn more about our returns policy

How do I return a product to Identiti.com?

Please read How To Return Your Order section on our returns policy page. 

If I return my order, how long does it take receive my refund?

Typically it takes up to 15 days for you to receive your refund. We take up to 2 days to process the refund once we receive the returned product at our returns processing facility. Hence, the return time really depends on the time it takes the courier company to deliver the packet to our returns processing facility.

How can I return multiple products from a single order?

You will receive a separate Return ID for each item. However, you can courier all the products delivered in a single order in a single shipment. Remember to include the Return IDs for all the products in a single return form. For assistance, please call customer care at +91 80 67415537 or write to us at care@identiti.com

Does Identiti.com pick up the product I want to return from my location?

Yes, we do but only in select PIN Codes. Please call customer care at +91 80 67415537 or write to us at care@identiti.com for assistance. We will pick up the return within 72 hours of your placing the request. Please keep the return shipment ready.

Can I Self-Ship the return myself? How do I do this?

If your PIN Code is not covered by our return pickup service, you will need to self-ship the return item by courier.  You can send the return to the address below:

#106/138, Nagawara Main Road,
Karnataka, Bangalore, India - 560045
Phone: +91-80-22956777