Policies & Customer Care — In Plain Words

When your order ships

Orders paid before 4 pm on a working day are packed and dispatched within 2 business days. Sundays and public holidays are not counted. The estimated ship date is shown on the product page and again at checkout.

Delivery time within India

Enter your pincode on any product page to see the exact estimate for that specific saree before you purchase.

Shipping charges

Standard delivery is completely free on every order within India. Prices shown across the site include GST. You will never see an unexpected delivery surcharge added at checkout.

Tracking your order

Once your order is dispatched, we send a tracking number by SMS and email. You can follow it on our Track Order page using your order number and phone number. Guest orders can be tracked the exact same way, without needing an account.

Receiving your parcel & OTP verification

Please ensure you enter a complete, correct address and an active phone number reachable on delivery day. The courier may ask for a one-time password (OTP) before handing over the parcel. Please share this OTP only with the delivery person at your door.

Delays & Shipping to multiple addresses

Weather conditions, regional strikes, festival rush, and courier routing can occasionally slow a delivery. If your parcel is more than 3 days beyond its initial estimate, message us and our logistics team will chase the courier for you.

Each order goes to one single address. To send gifts to several people, please place separate orders and use the complimentary gift note option at checkout. For international destinations, see our International Orders policy below.

What you can return or exchange

Condition required for returns

• Unworn, unwashed, unaltered, with the saree preserved in its original handloom folds.
• All original tags, labels, unstitched blouse piece, and signature packaging intact.
• Your invoice copy or order confirmation number.

We inspect every returned piece upon receipt. If a saree has been worn, laundered, perfumed, altered, or damaged after delivery, we regret that we cannot accept it.

What cannot be returned

Sale and clearance items cannot be returned for change of mind (damaged or wrong items remain fully covered). Gift cards are non-refundable. Orders delivered outside India cannot be returned for change of mind.

How to start a return

1. Within 7 days of delivery, email customercare@jayalakshmi.in or choose Request Return under your Account / Orders page.
2. Share your order number and, for damage or colour mismatch, clear photos taken in natural daylight. For transit damage, an unboxing video of opening the parcel helps us expedite resolution.
3. We reply within 1 business day with confirmation and courier pickup details.
4. For defects and wrong items, our courier collects the parcel at zero charge. For change-of-mind exchanges, send the parcel back or bring it to any showroom.

Exchange in our six showrooms

Bought online and prefer to try sarees in person? Bring your digital invoice and the unworn saree to any Jayalakshmi showroom in Bypass Kochi (Head Office), Kochi (MG Road), Thiruvananthapuram, Thrissur, Calicut, or Mangalore within 7 days of delivery, and our floor stylists will happily assist your exchange.

When you receive your refund

Approved refunds are credited strictly back to your original payment method (UPI, card, or net banking) within 7–10 business days of inspection. Your bank may take 2–4 additional working days to reflect the credit. Exchanges are settled with a replacement saree or a Jayalakshmi credit note that never expires.

Cancelling before dispatch

Message us on WhatsApp (+91 97450 64646), call 1800 123 0045, or email customercare@jayalakshmi.in with your order number. If your package has not been handed over to the courier partner, we cancel it immediately and refund the entire amount to your original payment method within 7–10 business days.

After your order has shipped

We cannot intercept a parcel once it is in transit with FedEx, Blue Dart, or Delhivery. You may simply decline delivery when the courier arrives at your door, or accept the parcel and initiate a return within 7 days under our Returns, Exchange & Refund policy.

If Jayalakshmi cancels your order

Very rarely, we may have to cancel an order if a bespoke handloom piece is unexpectedly out of stock, if a technical error displayed an incorrect price, if bank payment verification failed, or if courier coverage is suspended to your pincode. We notify you immediately by call and email, and refund every single rupee within 7–10 business days.

Failed or duplicate payment transactions

If funds left your account but no order confirmation appeared, please do not pay again. Banks and UPI gateways usually reverse uncaptured amounts automatically within 5–7 business days. If it does not reflect, email us your payment transaction ID or UPI reference, and our accounts desk will trace it with our payment gateway.

Accepted payment methods

Why we do not offer Cash on Delivery (COD)

Prepaid checkout ensures every delicate silk drape remains sealed and insured from our master weavers to your doorstep. It prevents handling damages, accelerates dispatch times, avoids cash theft risks, and keeps our prices fair for genuine handloom lovers. If anything is wrong with your saree, our 7-day return policy fully protects you.

How we protect your financial data

All transactions are processed by certified PCI-DSS Level 1 compliant payment gateways over encrypted TLS 1.3 connections. Jayalakshmi never sees or stores your CVV, full card number, net banking passwords, or UPI PIN.

Security Reminder: Jayalakshmi Silks will NEVER ask for your OTP, CVV, bank password, or card details over phone, WhatsApp, or email. Never share these credentials with anyone.

Prices, taxes & invoices

All prices on the website are in Indian Rupees (INR) and include all applicable GST taxes. The amount you see at final review is the exact total you pay for domestic deliveries. A GST tax invoice is emailed when your order ships and remains downloadable under your account profile.

Where we deliver

We deliver across the USA, Canada, UK, Europe, UAE, Saudi Arabia, Qatar, Oman, Singapore, Malaysia, Australia, New Zealand, and 30+ other countries. Select your country in the top currency selector or checkout form. If your destination is not listed, write to online@jayalakshmi.in and our export team will check custom courier routing for you.

Delivery time & shipping charges

International parcels depart India via DHL Express or FedEx International Priority and arrive in 7–14 business days, depending on local customs processing. Shipping is free on orders above ₹30,000 (up to 10 kg). Below ₹30,000, shipping is calculated transparently at checkout based on gross parcel weight and destination.

Duties, customs & import taxes

Your destination country's customs authority may levy import duties, VAT, or local customs clearance fees. These charges are established by local governments and are paid directly by the recipient upon arrival. To ensure smooth clearance, please provide a valid phone number and email address for the recipient.

Returns on international orders

Due to international customs tariffs and high cross-border courier expenses, orders delivered outside India cannot be returned or exchanged for change of mind. If an item arrives damaged, defective, or incorrect, message us within 7 days of delivery with photos, and our international team will coordinate an immediate replacement or full reimbursement.

Information we collect

Information you provide: Name, email address, mobile number, shipping address, billing address, date of birth (if shared for anniversary/birthday rewards), and notes for blouse styling. If you check out as a guest, we retain only details required to fulfill and deliver that specific order.

Customer assistance interactions: Messages sent on WhatsApp, requests discussed during virtual video appointments, and notes our stylists record to tailor your drape recommendations.

Technical & device data: IP address, device type, browser metadata, pages visited, and traffic sources, collected anonymously to maintain site uptime and prevent fraud.

How we use your information

• To process, pack, deliver, track, and service your sarees, returns, and refunds.
• To schedule one-on-one virtual styling calls and store appointments.
• To protect customer accounts and ensure fraud-free transactions.
• To send festival launches, weave stories, and newsletters only when you have explicitly opted in.
• To fulfill statutory tax, GST accounting, and consumer protection mandates.

Who we share your information with

We share data only with verified partners who assist in serving you: payment gateways (RBI-licensed processors), courier services (Blue Dart, DHL, FedEx, Delhivery), messaging gateways (transactional SMS and WhatsApp tracking), and cloud infrastructure providers. These partners may use your information solely to execute services for Jayalakshmi Silks. We never sell your personal information.

Your rights & data choices

You have the right to request access to your stored personal records, correct inaccuracies, or request full account deletion. Please write to online@jayalakshmi.in; we process all verified requests within 30 days. You can opt out of promotional newsletters anytime via the unsubscribe link, and unsubscribe from WhatsApp updates by replying STOP.

1. About these terms

Welcome to jayalakshmisilks.com, operated by Jayalakshmi Silks ("we", "our", "us"), established in Cochin in 1947. By browsing or purchasing from this site, you agree to these Terms, our Privacy Policy, and our Shipping, Returns, Cancellation, and Payments policies. If you do not agree, please do not use the site.

2. Using the site and buying from us

You may browse as a guest or create an account. You must be 18 years of age or older to place an order. Please ensure all details provided are true and accurate. Our collections are also displayed across our physical showrooms; stock availability, prices, and showroom promotions may occasionally differ from online listings.

3. Products, photography and handloom colour

We display each saree with professional photographs and detailed descriptions as accurately as possible. Screen displays, brightness levels, and ambient lighting can subtly affect perceived shades. Handloom weaves, natural raw silk, and tested zari borders can exhibit minute artisanal nuances from piece to piece. These are celebrated marks of genuine handcrafting, not defects. Sarees are accompanied by an unstitched blouse piece unless explicitly stated otherwise.

4. Prices, offers and order acceptance

All prices are in Indian Rupees and include GST. An order is legally accepted when we dispatch the package and issue a shipping confirmation, not at the time payment is captured. If an item is incorrectly priced or out of stock, we reserve the right to decline or cancel the order and issue a full 100% refund.

5. Payment & fulfillment

All orders are prepaid in advance by UPI, credit/debit card, net banking, or international gateway. We do not provide Cash on Delivery. Order cancellations, returns, and refunds are governed by our respective policies detailed above.

6. Intellectual property

All trademarks, logos, high-resolution photography, video footage, product descriptions, and site designs belong exclusively to Jayalakshmi Silks. Unauthorized copying, downloading, or commercial reproduction without our written authorization is strictly prohibited.

7. Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of the Republic of India. The competent civil courts situated at Kochi, Kerala shall have exclusive jurisdiction over any disputes arising out of your purchases or use of this website.