Question 1

How do I place an order?

Accepted Answer

Browse our collections, select your desired item, choose size and color, and click "Add to Cart". When ready, proceed to checkout, enter your shipping details, select a payment method, and confirm your order. You will receive an order confirmation email within minutes.

Question 2

Can I modify or cancel my order after placing it?

Accepted Answer

Orders can be modified or cancelled within 6 hours of placement, provided they have not been processed. After 6 hours, or once the order enters the processing stage, cancellations are no longer possible. You may initiate a return once the item is delivered.

Question 3

Why was my order cancelled?

Accepted Answer

Orders may be cancelled due to payment failure, stock unavailability discovered after order placement, or security verification issues. If your order was cancelled, you will receive an email notification with the reason and any refund details.

Question 4

Will I receive an invoice for my order?

Accepted Answer

Yes, a GST-compliant invoice is sent to your registered email address within 24 hours of delivery. You can also download invoices from the "My Orders" section in your account dashboard.

Question 5

How do I know if my order was successful?

Accepted Answer

Upon successful order placement, you will see an order confirmation page with your order number. A confirmation email and SMS will also be sent to your registered contact details. If you do not receive either within 15 minutes, please check your spam folder or contact customer care.

Question 6

How long does shipping take within India?

Accepted Answer

Standard shipping takes 2-4 business days for metro cities, 3-5 days for tier-2 cities, and 5-7 days for remote locations. Express shipping delivers in 1-2 business days for metros and 2-3 days for other locations.

Question 7

Do you ship internationally?

Accepted Answer

Yes, we ship to over 50 countries worldwide via DHL, FedEx, and Aramex. Delivery timelines range from 5-15 business days depending on the destination. International shipping costs are calculated at checkout based on weight and destination.

Question 8

Is shipping free?

Accepted Answer

All domestic orders above INR 5,000 qualify for free standard shipping. Orders below this threshold incur a flat shipping fee of INR 150. Express shipping and international shipping are charged separately.

Question 9

Can I change my delivery address after ordering?

Accepted Answer

Delivery address changes can be requested within 6 hours of placing the order by contacting our customer care team. Once the order is dispatched, the address cannot be modified.

Question 10

What happens if I am not home during delivery?

Accepted Answer

Our courier partner will attempt delivery up to 3 times on consecutive business days. You will receive an SMS and call before each attempt. After 3 failed attempts, the package is returned to our warehouse and a refund minus shipping charges is initiated.

Question 11

Are your products hand-crafted?

Accepted Answer

Yes, every PEHNAWA piece is either fully hand-crafted or involves significant hand-finished details. We collaborate with artisan communities across India to preserve traditional techniques like block printing, hand embroidery, zardozi, and bandhani.

Question 12

Do you offer custom sizing?

Accepted Answer

Absolutely. Most of our pieces can be tailored to your measurements at no extra cost. Select "Custom Fit" at checkout and provide your measurements. Our team will reach out within 24 hours to confirm details and expected dispatch timelines.

Question 13

How do I choose the right size?

Accepted Answer

Please refer to our detailed Size Guide for measurements specific to each category — Kurtis, Sarees, Lehengas, and Indo-Western styles. If you are between sizes, we recommend ordering the larger size or opting for custom fit.

Question 14

Will the product color match the website image exactly?

Accepted Answer

We photograph all products under professional lighting to represent colors as accurately as possible. However, slight variations may occur due to screen calibration, fabric dye lots, and natural material characteristics. We do not consider minor color variations as defects.

Question 15

How should I care for my PEHNAWA garments?

Accepted Answer

Each order includes a garment care card with specific washing and storage instructions. As a general rule: dry clean embellished pieces, hand wash delicate fabrics in cold water, and store silk and handloom pieces in breathable cotton bags away from direct sunlight.

Question 16

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, RuPay, American Express), UPI (Google Pay, PhonePe, Paytm), net banking from 50+ Indian banks, PayPal for international orders, and Cash on Delivery (COD) for domestic orders up to INR 50,000.

Question 17

Is my payment information secure?

Accepted Answer

Yes. All transactions are processed through PCI-DSS compliant payment gateways with 256-bit SSL encryption. We never store your full card details on our servers. Your financial data is handled exclusively by our certified payment partners.

Question 18

Can I pay in installments or use EMI?

Accepted Answer

EMI options are available on select credit cards at checkout for orders above INR 10,000. We partner with major banks to offer 3, 6, 9, and 12-month EMI plans. No-cost EMI is available during promotional periods.

Question 19

Why was my payment declined?

Accepted Answer

Payments may be declined due to insufficient funds, incorrect card details, expired card, bank security restrictions, or international transaction limits. If your payment fails, try a different method or contact your bank. No amount is deducted for declined transactions.

Question 20

When will I be charged for my order?

Accepted Answer

For prepaid orders, your payment method is charged immediately upon order confirmation. For COD orders, the amount is collected in cash or via UPI at the time of delivery. Pre-orders and bespoke items may require a 50% advance payment.

Question 21

Do I need an account to place an order?

Accepted Answer

No, guest checkout is available for all orders. However, creating an account allows you to track orders, save addresses for faster checkout, manage your wishlist, view order history, and receive exclusive member offers.

Question 22

How do I reset my password?

Accepted Answer

Click "Forgot Password" on the login page, enter your registered email address, and we will send you a secure password reset link. The link is valid for 24 hours. For security, contact customer care if you no longer have access to your registered email.

Question 23

Can I change my email address?

Accepted Answer

Yes, you can update your email address from the Profile section in your account dashboard. You will need to verify the new email address via a confirmation link before the change takes effect.

Question 24

How do I update my shipping addresses?

Accepted Answer

Navigate to "My Account" > "Addresses" to add, edit, or delete saved shipping addresses. You can save multiple addresses and select your preferred default address for faster checkout.

Question 25

What are the benefits of creating an account?

Accepted Answer

Account holders enjoy faster checkout with saved addresses, order tracking and history, wishlist management, early access to new collections and sales, birthday rewards, and personalized style recommendations based on browsing history.

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