Help

1. Shopping & Checkout (No Account Needed)

Q: Do I need to register an account to order?
A: No. At Shoptrek you can shop as a guest. Simply browse products, add to cart, proceed to checkout, fill in your shipping details and payment — no mandatory account registration required.

Q: How do I place an order?
A:

  1. Browse the site and select the product you want.

  2. On the product page, choose any required variant (size, colour, quantity).

  3. Click “Add to Cart”.

  4. When ready, go to your Cart → Review items → Click “Checkout”.

  5. Fill in shipping address, choose payment method, review the order and submit.

  6. You’ll receive a confirmation (via email / SMS if you provided contact) once payment is successful.

Q: What payment methods are accepted?
A: We accept major debit/credit cards (Visa, MasterCard, etc.), UPI (if applicable), net-banking and/or wallet options (depending on what gateway is configured). Payment is securely processed via industry-standard encryption.

Q: Can I apply a discount code?
A: Yes — if you have a promo or coupon code, you’ll see a field at checkout to enter it. Once applied you’ll see your discounted total. Only one code may be applied per order unless specified otherwise in the offer.

2. Shipping & Delivery

Q: How long will delivery take?
A: Typically, once your order is confirmed, we dispatch it within [X] business days (you may define the specific days). Delivery timelines depend on your location — metro areas usually receive faster than remote regions.

Q: Which areas do you ship to?
A: We ship to all pincodes in India (or specify restrictions if any states/union territories are excluded). For international shipping (if you offer), respective duties/taxes will apply to the buyer.

Q: How can I track my order?
A: After dispatch you’ll receive an email (and/or SMS) with a tracking number and link. You can use that to monitor delivery status. If you don’t receive tracking info within [48] hours of dispatch, please contact customer support.

Q: My parcel is delayed — what should I do?
A: If the estimated delivery date has passed, please reach out to our Customer Support team with your order number and shipping address. We’ll liaise with the courier partner and update you on the status.

3. Cancellations, Returns & Refunds

Q: Can I cancel my order?
A: You may cancel your order before it is dispatched. Once the order is shipped, cancellation is not possible; you may need to wait for delivery and then return the item (per the return policy). If you wish to cancel you must contact us immediately quoting the order number.

Q: What is your return policy?
A: At Shoptrek we offer returns (or exchanges) within [Y] days from the date of delivery (e.g., 7/14/30 days). To be eligible:

  • The item must be unused, in original packaging, with all tags intact.

  • For exchanges: Same product in different size/colour (subject to availability).

  • Returns for change-of-mind may be subject to conditions (you might bear shipping cost or restocking fee; specify clearly).

  • Returns for damaged/defective items are fully covered (no shipping cost to you).

Q: How do I initiate a return or exchange?
A:

  1. Go to “Order History” or just contact support with your order number and reason.

  2. Provide photos if the item is defective or incorrect.

  3. Once approved, send the item back to us at the address indicated.

  4. After inspection, we process the refund or dispatch the replacement. Refunds are credited to the original payment method — bank processing time may add a few days.

Q: When will I receive my refund?
A: Refunds are processed within [Z] business days after we receive and inspect the returned item (e.g., 5-7 business days). Your bank/payment provider may take an additional 2-5 business days to reflect the amount in your account.

4. Products & Quality Assurance

Q: Are the products on Shoptrek genuine and high quality?
A: Yes — we work with trusted suppliers and brands, and maintain strict quality control. Our product descriptions, images and specifications aim to be accurate; however, colour/texture may slightly differ depending on your screen/device.

Q: What if my product is defective, damaged or not what I ordered?
A: Please contact us immediately (within [24-48] hours of receipt) with photos. We’ll verify, then either replace the item free of charge or provide a full refund. If you have kept the original packaging and tags intact, the process becomes smoother.

Q: Do products come with warranty?
A: Some items may include manufacturer warranty (check the product page for details). If no warranty is specified, the standard return policy applies.

5. Promotions, Discounts & Payment Safety

Q: How do I know I’m getting a safe payment experience?
A: We use secure payment gateways with SSL encryption. Your payment data is handled by the gateway and we do not store your full card details on our servers. Always ensure you see “https://” in the URL and a padlock icon before entering payment details.

Q: How can I stay updated on offers and new products?
A: Subscribe to our newsletter at the bottom of the homepage, and follow us on our social media handles. We announce flash sales, new arrivals and exclusive codes from time to time.

6. Customer Support

Q: How can I contact Shoptrek Support?
A: You can reach us at:

  • Email: support@shoptrek.in (or the dedicated support email if available)

  • WhatsApp/Phone: +91-[phone number] (if you have one)
    Our support hours: Monday to Friday, [10 a.m. to 6 p.m. IST] (or adjust as per your team). Outside these hours, please email us and we’ll respond on the next business day.

Q: Where can I find your policies?
A: At the footer of our website you’ll find links to: Shipping Policy, Return & Refund Policy, Privacy Policy, Terms & Conditions. We recommend reading them before placing an order so you’re fully informed.

7. Tips for a Smooth Shopping Experience

  • Double-check your shipping address, pin-code, and contact number before submitting.

  • If you’re buying size/variant-sensitive items (apparel, shoes, accessories), refer to our Size Guide or contact us for help.

  • Open the parcel in the presence of courier delivery person (for visible damage); capture photo if the packing looks tampered.

  • Retain original tags/packaging until you are sure you want to keep the item (this helps with returns/exchanges).

  • If you don’t receive tracking details within 24-48 hours of dispatch, check your spam folder or contact us.

  • Keep your order number handy when contacting support — it helps us assist you faster.

8. Policy FAQs — Quick answers

  • Are shipping/delivery charges refundable? If free shipping was given, shipping cost is not separately refunded. If a return is due to our error (wrong item/defect), we will refund the entire order including shipping charges.

  • What about international orders? If we ship outside India — buyer is responsible for local import duties/taxes. Returns may be restricted for international deliveries (specify based on your capability).

  • Are sale items eligible for return? Sale items may be eligible for store credit instead of cash refund (or may have shorter return window) — check the offer terms at time of purchase.

  • Can I cancel COD (Cash on Delivery) orders? Yes, before dispatch. After dispatch COD orders cannot be cancelled; you’ll need to accept delivery and then initiate a return (subject to applicable conditions).