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Frequently Asked Questions

SOIL OF INDIA CUSTOMER FAQ’S

WELCOME TO SOIL OF INDIA CUSTOMER CARE

Call/Whatsapp at +91 9871449933

Or email at: customercare@soilofindia.com

We will endeavor to respond within 24 hours of receipt of the mail.

  • What happened to my Order?
    You can enquire the status of your order at any time in My orders in the My account section. If you are not registered at soilofindia.com, you can access directly in the Orders section. In that case, you will have to enter your e-mail address and order number. For your information an email is in any case sent to you when your order leaves our warehouse.
  • Can I change or cancel my Order?
    We regret that this is not possible.
  • Why have I not received a confirmation of my Order ?
    It can take up to 2 hours, post purchase, before you receive an email confirming your order. If you have placed an order and still have not received any order confirmation within 2 hours from the time you placed your order, please contact customercare@soilofindia.com
  • Is an exchange of items possible?
    We deeply regret the non availability of any exchange as all products are handmade and procured from virtually inaccessible terrains. In case of any query in this regard please feel free to connect with customercare@soilofindiad.com who will endeavor to make your post purchase experience as rewarding as you had expected.
  • What if part of my Order is missing?
    If an item is missing from the parcel although it is stated on your delivery note, please contact customercare@soilofindiad.com. Do state your order number and the item number or product name of the missing item/s and we will revert on its status at the very earliest.
  • What if I receive a faulty or incorrect item?
    Please connect with customercare@soilofindiad.com to get the desired resolve.
  • Do I have to purchase a minimum amount?
    There is no minimum purchase amount except if you wish to avail of our FREE World-Wide Shipping offer, at USD 199 or more.
  • What are my payment options?
    You can choose between Paypal for Worldwide and India or pay through highly secure and renowned Global payment gateway options. You may register with them, if you already aren’t or pay as a guest with virtually all credit/debit card options. All payments will be accepted in any currency, as stipulated by Paypal and other such payment gateways and their conversion would take place at the prevailing rates of exchange. No payment fee will be charged either by Paypal or other payment gateways as the same is provided for FREE by SOIL OF INDIA.
  • What are the options of delivery?
    All deliveries are through our preferred partners, FedEx, UPS and/or DHL and their affiliates world-wide through air shipments with the exception of bulk deliveries that may be dispatched by sea, subject to an agreement between buyer and seller.
  • Do you deliver to my Country?
    We deliver to every Country of the world except where there may be Regulatory strictures that disallow importation of goods into that Country. You may enquire from your own local authorities prior to placing any order and/or contact customercare@soilofindia.com who will help resolve your query to the best of its ability. In any case we would be unable to deliver to PO Box and APO addresses aside of any other addresses that are restrictive by local authorities.
  • How much time to get my delivery?
    All deliveries are specified on the Buying pages of each product. This pertains to availability and procurement of handmade products. As for shipping gestation periods we partner with top of the line shipping companies and their affiliates thereby ensuring standard timely delivery depending on the destination. No differentiation is made by value of purchase or destination, unless the said shipping partners are unable to deliver at any specific destination. You may contact customercare@soilofindia.com for any further specific information, if desired.
  • What are the shipping charges?
    The most competitive shipping costs are charged on actual for each shipment and appear on the Buying page based on the weight, size and destination chosen. However, since we partner with the most secure and established shipping companies only, we recommend that valuable merchandise should not be shipped by less reliable companies at any cost. For and above US Dollars 199 we provide FREE shipping world-wide. For purchases below that amount we charge at actual, as calculated based on sourcing, procurement and shipping costs.
  • Do I have to pay any Customs Duty/Import charges?
    SOIL has endeavored to cover all costs to prevent any surprises and therefore there should be no extra Duty/Charge. Yet, in the unforeseen circumstance of such a levy the same would have to be borne by you, as there is no fixed charge that can be pre-estimated.
  • Do you deliver to a PO Box or APO address?
    We do not deliver to either of the above or any other restrictive addresses.
  • Why can I not track my parcel?
    Upon placement of Order you will receive a confirmation of Order placed by email within 2 hours. Thereafter you would be intimated by email on the status of your Order up to the date of shipment. (Please refer to delivery details on the Buying page which indicates the approximate time to procure and ship the product of your choice). 2. Once the goods are dispatched to the shipping Company you will automatically receive your shipping tracking number. This tracking number can be checked on the shipping company site to track the Order till it is delivered. 3. Upon dispatch it can take up to 48 hours before you can see the first scan on your parcel. If there is still no information regarding your parcel after 48 hours, please contact customercare@soilofindia.com
  • What if my parcel is damaged?
    Please do not accept any damaged parcel and return it to the shipping delivery agent. If even inadvertently accepted by you it would not be possible to return to the shipping company. You may also immediately inform customercare@soilofindia.com of the same to resolve the said issue
  • Can I return a product?
    As all our products are handmade and sourced from artisans in the remote corners of India, we do not accept any returns save and except damaged products due to transportation. In the event of an established damaged product as per company policy, the product will be replaced or a full refund will be provided.
  • How to create a MY Account?
    Click on My Account in the right corner of the SOIL Website and then click on Create Account. On the registration page, all fields marked with * are mandatory. We comply with the applicable data protection regulations so your personal data will not be passed on to third parties by us unless consented to by the customer.
  • What are the benefits of a MY Account?
    1. Quick and easy checkout process on returning onto the site 2. View your history 3. Save addresses and basic input data
  • Can I order without a My Account?
    Sure you can as a guest checkout. We have tried to make this process as simple as possible without any sacrifice on Security issues.
  • How can I delete my MY Account, just in case?
    Just send a mail at customercare@soilofindia.com
  • Which browsers can i operate on ?
    Our dynamic website is technically designed to adapt to Google Chrome, Fire Fox. Internet Explorer-------------------------------------------------------------------------------------------------To be filled
  • I am having problems using the shopping bag?
    If you are experiencing problems using the shopping bag it could be because of your cookies settings or because your internet browser needs to be updated. Try deleting your cookies. All you need to do is click at the Tools tab on your internet browser, select Internet Options, then choose Delete Cookies or 'Delete Cache' and press ok. Items may also disappear from your shopping bag if the stock is low and the item gets sold before you manage to complete your order.
  • How to contact you, if required?
    You could send a mail 24X7X365 at customercare@soilofindia.com. You will receive an acknowledgment mail almost instantly. Our Customer care personnel will thereafter revert within 24-48 hours subject to time zone differences.

Soil is a destination site
that cares for artisan families,
is concerned for our planet
and the well-being of humanity

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Address Info

SOUVENIRS OF SOIL PVT. LTD.
Suite No. 1107, FIEE Complex, Okhla Industrial Area Phase - 2
New Delhi-110020, India
customercare@soilofindia.com
+91 9871 449933  or  +91 7217 758581

© 2023 SOIL OF INDIA

All Rights Reserved

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