Find quick answers to the most common questions
Q1: How do I know if my order is confirmed?
A: Once your payment is completed and the order is placed, we will send a confirmation notification with your order number, details, and amount paid. You can also check your order status anytime under My Orders in your account. For any issues, email us at care@excello.in or call +91 9339044991.
Q2: Can I modify or cancel my order after placing it?
A: Orders cannot be modified or added to once they are placed. If you need to add items, please place a new order. You may cancel your order only before it is shipped. To cancel, contact customer support immediately. If the order is already handed to the courier, it cannot be cancelled – instead you can return the product after delivery according to our return policy.
Q3: Do you accept phone orders?
A: Yes. If you prefer, you can place an order over the phone by calling our customer care number.
Q4: Are there any hidden or additional charges?
A: No. The price you see on the product page is the final price. There are no hidden fees, and the price includes all taxes. Shipping is free for all orders above ₹499 within India.
Q5: My account was debited but I haven’t received an order confirmation. What should I do?
A: Sometimes transactions take time to process. Please allow up to 24 hours for us to confirm your order or refund the amount. If you still don’t see a confirmation or refund after a day, contact us with your order details for assistance.
Q1: What payment methods do you accept?
A: We accept all major payment methods: Credit Card, Debit Card, Net Banking, and UPI. We also offer Cash on Delivery (COD). All online payments are securely processed through Razorpay.
Q2: Is Cash on Delivery (COD) available everywhere in India?
A: Yes. We offer COD in almost all pincodes across India. At checkout, simply choose the COD option.
Q3: What if my payment fails?
A: If a payment attempt fails, please wait 5 minutes and try again. If your account was debited despite the failure, the amount will be refunded (usually within 10 working days). If not, contact our support team.
Q4: How do I use coupon codes or gift cards?
A: During checkout, click “Apply Coupon” to enter a coupon code or gift card code.
Q5: Are my online payments secure?
A: Yes. We use Razorpay, which is PCI DSS Level 1 compliant – the highest standard in payment security.
Q1: Do you ship to my location?
A: We ship to addresses across India. Enter your PIN code on the product page to check availability. Currently, we do not ship internationally.
Q2: Are there any shipping charges?
A: No. We offer free shipping on all orders above ₹499 within India.
Q3: What is the estimated delivery time?
A: Delivery times vary, typically 3–7 business days after shipping. Estimated date will be shown at checkout.
Q4: How can I track my order?
A: Once shipped, we will share the courier’s name and tracking number. You can track via courier’s site or our “My Orders” page.
Q5: Why did I receive my order in multiple packages?
A: Sometimes items ship from different warehouses for faster delivery. You will still receive all items within delivery estimates.
Q6: What should I do if I miss a delivery?
A: The courier will attempt again (usually 2 more times). They may also call you. If all attempts fail, contact support to reschedule or collect from local office.
Q7: The courier says my order was delivered but I haven’t received it. What should I do?
A: Check with neighbours, security, or reception. If not found, contact us and we’ll investigate with the courier.
Q8: Can I check the product before accepting it?
A: No open delivery. If unsatisfied after receiving, return it within 7 days as per our return policy.
Q1: What is your return policy?
A: 7-day No-Questions-Asked Return Policy. Item must be unused, with tags and packaging intact.
Q2: How do I initiate a return?
A: Go to My Orders, select the product, click “Return Product,” and choose refund option. Pickup arranged within 2–3 days.
Q3: When will I get my refund?
A: Refunds are processed within 2–3 business days after item inspection. Bank/card refund takes 7–10 days.
Q4: Can I exchange a product?
A: No direct exchanges. Place a new order and return the old item for refund.
Q5: What items cannot be returned?
A: Free gifts, masks, intimate wear, and products marked “non-returnable.” Damaged/defective items are refundable.
Q6: Do I have to return the entire order?
A: No. You can return individual items.
Q7: Can I cancel my return request?
A: Yes. Inform the pickup agent before collection.
Q8: Will I get My Earnings/Wallet balance back?
A: Yes. It will be refunded to your account within 2–3 business days.
Q9: What if I receive a damaged or wrong item?
A: Initiate a return with photos. We’ll pick it up and issue a full refund.
Q1: What are personalized products?
A: Items customized to your specifications, like T-shirts with custom prints.
Q2: How do I order a personalized product?
A: On the product page, choose “Personalize,” add details, preview, then order.
Q3: Can I preview my personalized design?
A: Yes, a digital preview is provided before checkout.
Q4: Can I change or cancel after ordering?
A: No. Once confirmed, personalized items cannot be changed or cancelled.
Q5: Are personalized items eligible for returns?
A: No, unless defective or wrong due to our error.
Q6: How long do personalized products take?
A: They require extra processing time; final estimate shown at checkout.
Q1: How can I leave a review?
A: Log into your account, go to My Orders, and click Review next to the product.
Q2: When will my review appear?
A: Usually within 1–2 business days after verification.
Q3: Can I edit or delete my review?
A: No. Please ensure it’s final before submitting.
Q4: Can I see other customer reviews?
A: Yes. Genuine reviews are visible on the product page unless they violate guidelines.
Q1: Who can be a referrer?
A: Any registered Excello customer with an active account.
Q2: Who qualifies as a referee?
A: A new customer with no prior completed purchase.
Q3: What benefit does the referee get?
A: 10% off their first order (min cart value ₹399).
Q4: When does the referrer receive ₹50?
A: After referee’s order is delivered and return period ends (7–15 days).
Q5: Where can I see referral earnings?
A: In My Account → My Earnings.
Q6: How can I use My Earnings?
A: Redeem at checkout or request transfer to bank/UPI.
Q7: How long do transfers take?
A: 7–15 business days after verification.
Q8: Are there fees for payouts?
A: No Excello fees. Bank/UPI fees may apply.
Q9: Is there a minimum payout?
A: No minimum for checkout. Bank/UPI transfers may need verification.
Q10: What if the referee cancels/returns?
A: Then the referral is void. If credits given, they’ll be reversed.
Q11: Can credits be used on marketplace purchases?
A: No. Valid only on excello.in.
Q12: Can I refer many people?
A: Yes, unlimited, but fair usage policy applies.
Q13: What if I suspect misuse of my referral code?
A: Email us at care@excello.in.
Q1: How do I choose the right size?
A: Check the Size Chart on each product page and compare your measurements.
Q2: Are Excello products authentic?
A: Yes. Made from premium fabrics, with durable prints and strict quality checks.
Q3: How can I contact customer support?
A: Email care@excello.in or call/WhatsApp +91 9339044991 during business hours.
Q4: Do I need an account to order?
A: No, but registered users get faster checkout, tracking, cashback, and bonuses.
Q5: What if my voucher/coupon doesn’t work?
A: Ensure it meets conditions. If still not working, email us with details.
Q6: How do I reset my password or change account details?
A: Use “Forgot Password” on login page or update profile in My Account.
If you have other questions, feel free to reach out. We’re here to make your Excello shopping experience smooth and enjoyable!
CANORS INDIA
88, Green Park Road, Keshabganj Chati,
Post-Rajbati, District-Purba Bardhaman,
West Bengal, Pin-713104
📧 Email: care@excello.in
📞 Phone/WhatsApp: +91 9339044991