Frequently Asked Questions
REGULAR ORDERS
How do I cancel the order, I have placed?
Order can be cancelled before it is shipped. For cancellation you can send us an email to [email protected] or whatsapp us. We will approve/disapprove the returns. Refund will be processed into the source account, if order amount was paid online.
I have put a Return request. What is the next step?
Once you create a return you need to ship the item to our warehouse. In case you have chosen Shipping with return facility, you will be sent an email with shipping label. You need to print and paste it on the parcel and hand over the parcel to courier boy.
I have created a Return request. When will I get the refund?
Refund will be initiated upon successful receipt of the package as per Returns Policy. The refund amount is expected to reflect in the customer account within the following timelines: Please note that shipping costs may be deducted when of Buyer chooses to return the product with no fault or damage in the product and just doesn’t need the product anymore or the product is incompatible.
NEFT – 1 to 3 business days post refund initiation
Online Refund – 2 to 5 days post refund initiation, depending on your bank partner
Wallets – Instant
Where should I self-ship the Returns?
You can send the return to the following returns processing facilities.
Silk road e-Mart, C/o Nilgiri Stores, Kadavil House, Karimpadam, North Parur, Chendamangalam PO, Ernakulam, Kerala 683512. Mob:9960428616
How do I check the status of my order?
Please tap on “My Orders” section under main menu of App/Website/M-site to check your order status.
Whom should I contact in case of any delays in delivery?
Once the order is dispatched, it is courier company’s responsibility to deliver it in time. Silk Road e-Mart cannot be held responsible in case of delays that are beyond its control. You need to contact the courier company for updates. Only in case the item is not delivered we will step in and refund the amount.
How are orders placed on Nilgiri Stores delivered to me?
All orders placed on Silk Road e-Mart are dispatched through our shipping partners such as DHL, Fedex, Aramex Indiapost Etc.
What is No Questions Asked Returns?
Once you create a return via Mobile/Desktop as per the returns policy, Silk Road e-Mart will ensure a quick, easy and seamless returns experience for you. In case of a change of mind you may send the product back in original condition, your refund will be initiated immediately after receipt.
Does Silk Road e-Mart pick up the product I want to return from my location?
Yes, only if the Return shipping method is selected.
How can I Self-Ship the product to Silk Road e-Mart?
For all self-shipped returns, you will be duly reimbursed the shipping costs. Therefore, please ensure that scan copy of courier bill/receipt is shared via Contact us option available on App/Website/M-site. The courier bill/receipt should satisfy the following conditions for successful processing:
It should capture the weight of the return package.
Residential/office address, destination address, shipment date, amount and other details should be mentioned.
The information on the receipt should NOT be edited/over-written.
The courier charge (amount mentioned on the receipt) should not overshoot the Sender-Destination-Service combination and shall be cross checked with the courier company. This is subject to your returns being inspected and successfully processed upon receipt at our end. we will reimburse maximum Rs. 60 for return shipments.
Please send returns by Speed post or registered parcel as it is cheap and efficient.
What is the origin country of the products?
India and China.
Is there any Warranty on products?
Unless mentioned specifically the products do not contain any warranty. However we are committed to resolve all issues pertaining to the durability and functioning of the product for its intended purpose.
PREORDERS/WHOLESALE
Can I place preorders or wholesale products at silkroademart.com?
Yes. You can buy international products with preorders at our website and orders will be delivered to your address by our shipping partners. You may place place wholesale orders directly as well.
What is Pre-order?
“Preorder” refers to a purchasing option provided by online retailers that allows customers to place orders for products that are not yet available for immediate shipping or release. Preordering allows customers to secure their purchase in advance, often before the product is officially released or restocked.
Can I cancel a preorder placed at silkroademart.com?
Preorders can be cancelled only within 24 Hrs of booking.
How to make payments for preorders?
You can place order using debit cards/credit cards/internet banking/UPI payments like you do with any other transaction.
What if I didn’t receive my product?
You will receive 100% refund for orders that are not delivered within the stipulated time mentioned in the listing.
What is delivery cut off period mentioned in the listings?
It is the cut off period for delivery. If the shipment doesn’t get delivered in that period order shall be cancelled and full refund shall be given. However in case of remote shipping locations there will be an exception for the number of days.
What is the return policy for preorder?
Preorders and wholesale products can be returned only if found defective or not as described in listing. See returns policy for more details.
What if the item get damaged or item is defective or not as described?
You will receive refund for all genuine order defects. You only need to send us photographs or videos as proof for same.
Where should I self-ship the Returns?
You can send the return to the following returns processing facilities.
Silk Road e-Mart, Nilgiri Stores, Kadavil House, Karimpadam, North Parur, Chendamangalam PO, Ernakulam, Kerala 683512. Mob:9960428616
How long does it take for preorder delivery to take place?
Usually it takes between 30 – 60 days for delivery of an Preorder shipment. Wholesale orders are deliveded in 5-15 days
How do I receive my order ?
Generally it is delivered through your local post office or through courier services like Indiapost, Fedex, DHL, etc.
What is the origin country of the Preorder products?
India and China.
Is there any Warranty on products?
Until mentioned specifically the products do not contain any warranty. However we are committed to resolve all issues pertaining to the durability and functioning of the product for its intended purpose. You may send email to [email protected] for performance related issues.
How do I track my order?
We will send you updates by email regarding tracking number and the link to track the order.