Frequently Asked Questions

Please read our FAQ before sending us a message.

Why do I see different prices for the same product?

You could see different prices for the same product, as it could be listed by many Sellers.

Is installation offered for all products?

Installation and demo are offered for certain items through the brand or an authorized service provider. Please check the individual product page to see if these services are offered for the item.

Is it necessary to have an account to shop on Giffen Retail?

Yes, it’s necessary to log into your Giffen Retail account to shop. Shopping as a logged-in user is fast & convenient and also provides extra security.

You’ll have access to a personalized shopping experience including recommendations and quicker check-out.

What does 'Preorder' or 'Forthcoming' mean?

Items marked as ‘Preorder’ or ‘Forthcoming’ are expected to be released soon and you can pre-book them with us. Such items will be shipped after their official release by us.

Do Giffen Retail ship internationally?

Currently, Giffen Retail only ships within India.

Can I order a product that is 'Out of Stock' or 'Temporarily Unavailable'?

The products listed as ‘Out of Stock’ or ‘Temporarily Unavailable’ are not available for sale. Please use the ‘Notify Me’ feature to be informed of the product’s availability on Giffen Retail.

What does 'Out of Stock' mean?

An item is marked as ‘Out of stock’ when it is not available at the moment; you won’t be able to buy it now. Use ‘Notify Me’ feature to know once it’s available on Giffen Retail for purchase.

What does the badge GR Assured mean?

The Giffen Retail Assured badge is a seal of quality and speed. Products with this badge meet our extensive quality & packaging guidelines along with having faster delivery timelines.

With product selection combined with fast & free delivery, ‘Giffen Retail Assured’ guarantees you a superior and hassle-free shopping experience every time.

 

Free shipping for orders above 500.

Do I have to pay extra for items with the GR Assured badge?

No, you can shop for items with the Giffen Retail Assured badge at no extra charge.

Is there any GR Buyer Protection?

Giffen Retail Buyer Protection helps shoppers in case they have concerns with the product(s) bought and haven’t got a satisfactory solution from the seller.

Under this program, we look into your concern on a case-by-case basis & do our best to be fair to both parties. Giffen Retail’s decision on the resolution will be final for the concern raised.

However, this program is still not launched and it will be launched soon.

Why do I see a shipping charge for an item with the Giffen Retail Assured badge?

You may charge a nominal fee for shipping, even for products with the Giffen Retail Assured badge, if the order is less than ₹ 500.

Shipping is free for items with the Giffen Retail Assured badge if the order value is more than ₹ 500.

How does 'Instant Cashback' work?

‘Instant Cashback’ is applied directly to the product or order value in your cart and you do not have to wait for the cashback to be credited to your bank account/credit or debit card at a later date.

Is there a filter available through which I can only see items with a Giffen Retail Assured badge?

Yes, there is a filter available through which you can shop only for items with the Giffen Retail Assured badge.

What are the benefits of buying an item with a Giffen Retail Assured badge?

Items with the Giffen Retail Assured badge are extensively quality checked from storage to transit safe packaging and also comes along with fast & free delivery from our best sellers.

How are items packaged?

Products sold by Giffen Retail Assured badge are shipped in packages with waterproof plastic wrap ( In the Allowed States or Cities ).

Fragile items like electronics are safely secured with bubble wrap.

Are there any hidden charges (Octroi or Sales Tax) when I shop on Giffen Retail?

There are NO hidden charges when you shop on Giffen Retail. The price you see on the product page is final and it’s exactly what you pay.

Note: There can be additional delivery charges based on the pin code availability.

Can I club my orders from different partners to be delivered together?

Currently, there is no option to club orders from different partners to be delivered together as they could be located in different locations and the delivery timelines would vary based on their partnered courier service providers. To ensure your items reach you at the earliest, each seller ships their products as per their individual timelines.

Why do I see a 'delivery charge'?

It usually costs more to ship some items. So, sometimes we choose to add a delivery charge. The delivery charge is waived off in GR Assured product if you shop for a certain amount. For more information, check the individual product details on the product page.

I missed the delivery of my order today. What should I do?

The courier service delivering your order usually tries to deliver on the next business day in case you miss a delivery.

You can check your SMS for more details on when the courier service will try to deliver again.

Will the delivery be tried again if I'm not able to collect my order the first time?

Couriers make sure that the delivery is re-attempted the next working day if you can’t collect your order the first time.

The delivery of my order is delayed. What should I do?

On the rare occasion that your order is delayed, please check your email & messages for updates. A new delivery timeframe will be shared with you and you can also track its status by visiting My Orders.

What should I do if my order is placed but hasn't been shipped yet?

Usually orders ships within 1-2 business days before the delivery date so that they reach you on time. In case your order hasn’t been shipped within this time please contact our Customer Support so that we can look into it.

Can I take the shipment after opening and checking the contents inside?

As per company policy, a shipment can’t be opened before delivery, but you can accept the shipment and get in touch with us later in case you have any concerns.

How do I know my order has been confirmed?

An e-mail & SMS will be sent once you’ve successfully placed your order. We’ll also let you know as soon as we ship the item(s) to you along with the tracking number(s) for your shipment(s). You can track your orders from the ‘My Orders’ section on your Giffen Retail account.

How quickly can I get my order delivered?

Orders will be delivered by the date you see on the product page for your location.

My order has reached the nearest delivery hub, but why isn't it out for delivery yet?

The courier service delivering your order is responsible for making sure that your order reaches you within the delivery date. Rest assured, you’ll get an SMS once your shipment is out for delivery.

My order status shows 'Out for Delivery', but I haven't got it yet. When will I get it?

The courier service will contact you for delivery of your order. Please check your SMS for more details.

Why can't I track my order even though it has been shipped?

Courier services usually take up to 24 hours to activate tracking for an order once it’s shipped. Please check again after the mentioned time frame.

What should I do if I don't get the invoice for my order?

We send a hard copy of the invoice in the shipments. A soft copy is also emailed to you within 24 hours of delivery in the delivery confirmation email sent to your registered email ID.

You can also visit My Account › My Orders page to get invoices for your orders.

How do I get invoices for my previous orders without having to check my e-mails?

You can easily send invoices to your email ID from your Giffen Retail account. To do so, visit My Account › Orders, choose the order for which you’d like the invoice for, and click on the ‘E-mail Invoice’ option.

How will my order be delivered?

All orders are shipped by sellers through courier services who deliver the packages to your doorstep or the nearest pick-up store if the option is selected.

Why is the 'Cash on Delivery' payment mode not available at my location?

The availability of the ‘Cash on Delivery’ payment mode depends on the courier services delivering to your location. Please enter your Pincode on the product page to check if this payment mode is available at your location. Courier service providers also have limits on the amount you can pay through cash on delivery based on the destination and your order could have exceeded this limit.

Where can I find Return policy?

You can see the Returns policy on the bottom of every product page.

Click here to view the entire policy.

What does the tag 'Imported' beside a product mean?

Sometimes items have to be sourced from the international partners. Such items have the tag ‘Imported’ on the product page and can take at least 10 or more days to be delivered.

How can I place an order?

To place an order, please follow these steps:

1. Select the product you’d like to buy and ‘Check Availability at’ your preferred Pincode.
2. Add products to your cart or just hit ‘Buy Now’.
3. Choose or ‘Add delivery address’. Use a preferred payment mode and confirm the order.

I have a complaint about the courier executive who came to deliver my order.

You can contact our Customer Support team with the details and we will get in touch with the courier service provider to resolve your complaint.

Can I get my order delivered faster?

Your order will get delivered on or before the delivery date promised at the time of placing the order.

How is a 'business day' different from a regular day?

Business days are otherwise known as working days of the week. The expected date of delivery is calculated based on business days. Typically, these include Monday through Saturday. Public holidays and Sundays are usually not considered.

What is the estimated delivery time?

We ship the items within the time specified on the product page. Business days exclude public holidays and Sundays. Estimated delivery time depends on the following factors:

– Product’s availability
– The destination to which you want the order shipped to.

You can check the expected delivery date of your order(s) on the ‘My Orders’ section of your Giffen Retail account on our website, app, or mobile site.

My package shows as delivered but I can't find it, what should I do?

If your tracking information shows that your package was delivered, but you can’t find it:

Check your phone for any notification about attempted delivery.
See if any of your neighbors/friends/relatives/house owners/security guards have collected your product on your behalf.
Wait until the end of the day— sometimes packages can show as delivered while still in transit.

In the unlikely event of you still not being able to locate your item, please contact us and we will be happy to help.

Why was my package not delivered?

Sometimes, a package cannot be delivered due to one of the following reasons:

Incorrect Address: If the address is incorrect or outdated, the package is usually returned to the seller by the courier service provider or the unintended recipient. Please double-check your address carefully when placing a new order.

To remove an outdated or incorrect address from your account, go to My Account > My Addresses. Click on the 3-dot button beside the address you want to modify and select ‘Edit’ and then Choose ‘Save Changes’.

Other Address Problems: In rare cases, it is also possible that the address label was difficult to decipher during the shipping and handling process, or that the courier service left the package at a different address than what was printed on the label.

Failed Delivery Attempts: Most of the seller’s partnered courier service providers make more than one attempt to deliver a package. If nobody is available to accept the delivery after multiple attempts, the package is returned to the seller.

Damaged During Transit: If a package is damaged on its way to you, the courier service provider will return it to the seller without attempting delivery.

Note: A package once returned to the seller cannot be delivered again by the courier service provider. Please place a new order on our website or app if you would still like to purchase the item.

What do the different order statuses in 'My Orders' mean?

The different order statuses are as mentioned below:

  • Approved: The order you have placed for an item is confirmed by us.
  • Ready to Ship: Your item is packed and ready for pick up by a courier service provider
  • Dispatched: Your item has been picked up by the courier service provider and is on its way to a logistic facility
  • Shipped: Your item is on its way to you
  • Out for delivery: A Wish master is out to deliver your order
  • Delivered: Your item has been delivered
  • Return requested: You have created a return request for the item which is pending confirmation from us.
  • Returned: You have returned the item for refund/replacement/exchange.
Can I pay with any Credit card?

You can choose to pay on Giffen Retail with any Visa, MasterCard, or selected credit card issued in India.

Can I use any Debit Card to pay for my order?

You can choose to pay for your order on Giffen Retail with any Visa, MasterCard, or Maestro Debit Card.

Can I use the Cash on Delivery payment option for every product I buy on Giffen Retail?

The availability of Cash on the Delivery (Occasionally applied) option depends on factors like the delivery Pincode, type of products, etc.

Please enter your Pincode on the product page to check if CoD is available at your location. If this option is available for your Pincode, you can shop for products up to ₹49,999 using this.

What is Cash on Delivery?

Cash on Delivery is a mode of payment in which you can pay cash at the time of delivery of your order. You can also pay using a credit card/ debit card if the Courier Executive carries a swiping machine.

How do I pay for my Cash-on-Delivery order if I choose to pick up the product from the pick-up store?

You can directly pay for your order at the pickup outlet for Cash on Delivery orders.

If I request for a replacement, when will I get it?

Visit My Orders to check the status of your replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the SMS & email we send you for your replacement request for more details.

The table contains a list of products that are not eligible for returns as per the policy. Click here.

CategoryProducts that can’t be returned
Auto AccessoriesAdditives, Air Fresheners, Brighteners, Cleaners, Bike/Car Stickers, Degreasers, Dent/Scratch Removers, Filler Putty, Headlight Vinyl Films, Liquid Solutions, Lubricants, Polish, Power Steering Fluids, Sealants, Oils and Wax
AutomobilesCars, Mopeds, Motorcycles and Scooters
Bath and SpaBath Bubble/Salt/Sponge/Wash, Body Wash, Loofahs, Scrubs, Shampoos and Soaps
Baby CareBottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers
Cleaning ProductsCleaning Gels, Detergents, Detergent Pods, Fabric Wash Products, Surface Cleaners, Stain Removers, and Washing Bars/Powder
Computer AccessoriesBlank/Educational Media, CDs/DVDs, Ink Toners, Music, Movies and Software
Food and NutritionCanned Food, Condiments, Drinks, Fruits, Health Supplements, Meat, Seafood, Syrups, Vegetables, and other Edible Products
FashionBaby Dolls, Clothing Freebies, Lingerie Wash-bags, Shapewear, Socks, Stockings and Swimsuits
Footwear AccessoriesOils, Glue, Grease, Socks, Shoe Deodorants/Polish Creams/Sprays and Wax
Gardening ProductsPlant Saplings, Plant Seeds and Soil Manure
Health CareAntiseptic, Band-Aid, Body Pain Relief, Eye Drops, First Aid Tape, Glucometer Lancet/Strip, Healthcare Devices and Kits, Medical Dressing/Gloves and pH Test Strip
Home ProductsAdhesives, Barbeque wood, Bird/Insect Repellent, Contact Cement, Crack Fillers, Inks, Guitar/Yoyo Friction Stickers, Marker Refills, Mosquito Coil/Vaporiser/Vaporiser Refills, Naphthalene Balls, Scuba/Smoking-Pipe Mouthpieces and Sprays
HygieneCannula, Contact Lens, e-Hookah, Fake Moustache, Female Urination Devices, Menstrual Cups, Needles, Panty Liners, Shaving Products, Smoking Patch, Straws, Sweat Pads, Tampons, Teeth Whitening Products/Wipes, Tissues, Toilet Tissue Aid, Toilet Rolls and Women Intimate Care
InnerwearBra Accessories, Briefs, Boxers, Lingerie Sets, Panty, Garter, Trunks and Vests
JewelryCoins
Music Instrument AccessoriesMouthpiece Cap/Pad/Set, Oils and Polish
Party SuppliesBalloons, Candles, Cut-outs, Decoration articles and Whistles
Festive SuppliesHookah Charcoal/Flavor/Mouth-tip, Incense Sticks and Holi/Rangoli Color
Personal CareConditioners, Creams, Deodorants, Electric Ear Cleaners, Eyebrow/Eyelash/Hair Styling Products, Eye Mask, Face Wash, Face Care/Fairness Products, Fragrance, Fresheners, Gels, Hair Care, Kajal, Lens Solution, Lip Plumper/Stain, Blackhead/Makeup/Nail Paint Removers, Mascara, Mehendi, Nail Sanding Pad, Oils, Oral Hygiene Products, Perfumes, Hand/Toothbrush Sanitizers, Serums, Talc, Sunscreen, Tanning Liquid, Tattoo, Toners, and Wigs
Pet SuppliesAquarium Consumables, Hair Styling, Health Care/Medicinal Products, Horse Girth/Grooming Kit/Braid Tail Bag/Hay/Liniment/Poultice, Inhaler Masks, Litter Box Enclosures, Litter Scoops, Pet Chew, Pet Food/Treat, Pet Pad, Pet Hygiene/Personal Care Products, Poultice, Tail Wraps, Waste Bags and Water Troughs
Sexual WellnessCondoms, Fertility Kit/Supplement, Lubricants, Pregnancy Kits, Sexual Massagers, Sexual/Pleasure Enhancement Products and Vaginal Dilators

Kindly always check a product’s Returns Policy on the product page. Click here to view the Returns Policy.

Can items be returned after the time period mentioned in the seller's Returns Policy?

No, we will not be able to accept returns after the time period mentioned in the Returns Policy.

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

How do returns work?

You can raise a request to return your items with these simple steps:

  1. Log into your Giffen Retail account
  2. Go to My Orders
  3. Click on ‘Return’ against the item you wish to return or exchange
  4. Fill in the details and raise a return request

Once you raise a request, you’ll get an email and SMS confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of your return request instantly from the ‘My Orders’ section of your Giffen Retail account.

I see the 'Cancel' button but I can't click on it. Why?

A greyed out and disabled ‘Cancel’ button can mean any one of the following:

  1. The item has been delivered already

OR

  1. The item is non-refundable (e.g. Gift Card)
What should I do if I have an issue with my product after the return period?

You can get in touch with the brand or an authorized service center of the brand to claim the warranty for your product (wherever applicable).

What are the checks done for an item that I'm returning?

During pick-up, your product will be checked for the following conditions:

Correct ProductIMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.
Complete ProductAll in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies, and combos (if any) should be present.
Unused ProductThe product should be unused, unwashed, unsoiled, without any stains, and with non-tampered quality check seals/ warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern, or Fingerprint) must be disabled. the iCloud lock must be disabled for Apple devices.
Undamaged ProductThe product (including SIM trays/ charging port/ headphone port, back-panel, etc.) should be undamaged and without any scratches, dents, tears or holes.
Undamaged PackagingThe product’s original packaging/ box should be undamaged.

The field executive may refuse to accept the return if any of the above conditions are not met.

For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.

View a complete list of all non-returnable products here

How can I return or exchange an item?

To return/exchange your order, follow these simple steps:

  1. Go to My Orders
  2. Choose the item you wish to return or exchange
  3. Fill in the details
  4. Choose Request Return.
When is a return of an item not possible?

We cannot accept returns of item(s) in the following cases:

1. When an item is damaged because of use or when it is not in the same condition as you received it
2. When any consumable item has been used or installed
3. When anything is missing from the package you’ve received including price tags, labels, original packing, freebies & accessories
4. When non-returnable items are involved such as innerwear. lingerie etc.
5. When items are tampered with or have missing serial numbers

How can I know the status of my refund?

You can visit ‘My Orders’ to know the status of your refund.

For orders canceled before shipping, refunds are processed immediately. If the order has been shipped. refund will be processed as soon as the courier service provider confirms the return of the item(s).

What are the modes of refund available after cancellation?

The different refund modes available are:

  1. Back to the source – available for orders with us. The amount is refunded to the payment mode that was originally used to pay for the order.
  2. NEFT transfer – available for all Cash-on-Delivery orders. As per policy, cash refunds are not possible
When are refunds given?

Refunds are given when:

– We cannot provide a replacement.
– A dispute has been ruled in your favor in-line with the final decision by AS.
– We allow refunds on select categories under certain conditions

Please check the seller’s Returns Policy on the product page for more details.

I ordered a wrong item. Can I return it?

The return policies don’t support the return of item(s) ordered wrongly. You can refer to the respective product details on the product page.

What should I do if I find the package open or tampered on delivery?

You can request for the item to be replaced by visiting ‘My Order’. Use the ‘Return’ option & fill out the details of the issue so that we can help you.

Can I change the address for the pick-up the item(s) in my order?

If the Pincode of the new address is serviceable for pick-up, the address can be changed while creating the return. The address cannot be changed in case the new address is not serviceable.

Why have I been asked to ship the item?

When the pickup facility is not available for your location as per the courier service providers, you may be asked to ship the item back to us. Since we can arrange for a refund or a replacement only after the item reaches us, please make sure that the item is sent to the address mentioned in the return related email within 30 days of the email being sent to you.

We may not be able to proceed with the return request if the item does not reach the specified address within 30 days.

What is the pickup process?

Once your return or replacement or exchange request is accepted, the pickup of the originally delivered product will be scheduled. An SMS with more details will be sent to you on the day of the pickup.

In cases where pickup service is not available from the courier service providers at your location, you may be asked to ship the item back to the seller within 30 days of the return related email being sent to you.

I have requested for a return for my item. When will it happen?

You can now track the status of your return easily right from your Giffen Retail account or mobile app. Just visit the ‘My Orders’ page to see its status along with the date of pick-up and status of your refund if applicable.

You will also receive an email & SMS with the details of your return.

I have requested a replacement, when will I get it?

You may visit ‘My Orders’ to check the status of your replacement. In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the SMS & email that will be sent to you for your replacement request for more details.

I've still not received the refund in my bank account.

If you have received a mail from us confirming your refund request, it means that the refund has been initiated. You can also contact your bank with the ARN you would have received for an update on the status of your refund.

In the rare event of the amount not being credited by the date promised, you can contact us as we will work with the bank to get it done.

What are the refund timelines if I cancel or return a product?

The refund timelines will depend on the payment modes as listed below:

  1. Debit card – 7-9 Business days
  2. Credit card – 7-9 Business days
  3. Netbanking – 3-7 business days
  4. COD – IMPS, 3-5 Business days
  5. Gift Card – 24 hours

Note: Refunds will be credited to the payment source used at the time of placing an order.
The mode of refund in case of payment through ‘Cash on Delivery’ will be IMPS

How will I get my refund for returning an item I paid for using 'Cash on Delivery' mode?

For orders placed using ‘Cash on Delivery’ as the payment mode, refunds can be processed to your bank account via Immediate Payment Service (IMPS). You can update the details of the bank account where you would like to receive a refund while creating the return request for an item.

You will need to update the following information for the seller to process a refund to your account:

  • The Bank Account Number
  • IFSC Code
  • Account Holder’s Name
  • Bank Branch
  • Bank Name

IMPS refunds will typically be processed in one business day by us.

I have not received the reimbursement of my courier charges. What should I do?

Please follow the below-mentioned steps on our website to upload a scanned copy of the receipt from the courier service provider so that we can request us for a reimbursement:

  • Go to Giffen Retail Help Center and select the relevant order for which the refund has been requested and Email us with the image/document of Courier POD.
  • Please include the return ID in your email and click ‘Send Email’

After the verification, the amount will be refunded to you as a Gift Card in your Giffen Retail account.

Note: This amount is not withdrawable to your bank account.

How will I get my refund for returning an item I paid for with Cash on Delivery?

For your ‘Cash on Delivery order, you will receive a refund in the form of NEFT. Please update your bank account details after you choose this option

How long does it take to cancel an order?

Cancellation of item(s) in order happens immediately if the order hasn’t been shipped yet by us. If your order has been shipped, it will be canceled as soon as the courier service confirms that the shipment is being returned to us. Orders from certain categories cannot be canceled after 24 hours, please check the product page for more details.

What can I do if the balance in my wallet is not enough to pay for my order?

You can pay part of the amount through your wallet and the remaining through any other prepaid payment modes like Credit/Debit Cards, Giffen Retail Gift Cards, and Netbanking.

Please note that the wallet cannot be combined with Cash/Card on Delivery (CoD) payment mode for now, and bank offers will not apply for partial payments from the wallet.

FAQ on Others

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What is the Studio Exclusive Program?

We are still working on this Loyalty Program and it will launch shortly.