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FAQ’s
Customer Section
Is it necessary to have an account to shop on Kartwalaa?
Yes, it’s necessary to log into your Kartwalaa account to shop. Shopping as a logged-in user is fast & convenient and also provides extra security.
How do I create an account with Kartwalaa?
On Home page Click on My account Icon, provided at the top right corner of the site. A pop-up window will be displayed on the screen. Click on sign up option and fill the required details to create your account. Successful Signup will create your kartwalaa account.
How do I Access My Kartwalaa account?
You can access your Kartwalaa account by signing in successfully. Once you sign-in, you will be able to see the profile icon, from where you can access your kartwalaa Account.
How do I find My Order details?
After Sign-In, Go to My Orders in your Kartwalaa account to find details for all your orders.
Can I Cancel the Order?
Yes. you can cancel the order placed on kartwalaa till the status is in processing mode. Once the status is moved to shipped, you can’t cancel the order. An E-mail/SMS will be sent once you’ve successfully cancelled your order. You can also track status in My Orders Section. However you are eligible for replace/exchange/return/refund Options once your order/product is delivered.
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 the seller ships the item(s) to you along with the tracking number(s) for your shipment(s). You can also track your orders.
Is installation offered for all products?
Installation and demo are offered for certain items by sellers through the brand or an authorized service provider. Please check the individual product page to see if these services are offered for such items.
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.
Are there any hidden charges when I make a purchase on Kartwalaa?
There are No hidden charges when you make a purchase on Kartwalaa. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay. Delivery charges may be extra depending on the seller policy.
How do I pay for a Order/Purchase made on Kartwalaa?
Kartwalaa offers you multiple payment methods. Whatever your online mode of payment, you can rest assured that kartwalaa trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times. You may use Credit card/ Debit card/Net banking/ UPI/ Wallet mode of payments for your purchases. However you can also place your order by choosing Cash On Delivery (COD).
Is it safe to use My Credit/Debit card on Kartwalaa?
Your online transaction on Kartwalaa is secure with Our Payment gateway. Kartwalaa uses encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.
All credit card and debit card payments on Kartwalaa are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.
How do I pay using a Credit/Debit card?
We accept payments made by credit/debit cards. We accept payments made using Visa, MasterCard and other cards. To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number. After entering these details, you will be redirected to the bank’s page for entering the online 3D Secure password, further to complete the payment.
What is Cash on Delivery (COD)?
If you are not comfortable making an online payment on Kartwalaa.com, you can opt for Cash on Delivery (C-O-D) payment method instead. With C-O-D you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online. It is strictly a cash-only payment method (Only Indian Rupees is accepted). Gift Cards or store credit can’t be used for C-O-D orders (INR 25,000/- Maximum Order Value).
Can I make a Credit/Debit card or Internet Banking payment on Kartwalaa through my mobile?
Yes, you can make credit card payments through the Kartwalaa mobile site and application. Kartwalaa uses encryption technology to protect your card information while securely transmitting it to the secure and trusted payment gateways managed by leading banks.
Why do I see the Delivery Charges?
It usually costs sellers more to ship some items for smaller value goods or products. So, sometimes sellers choose to add a Nominal delivery charge to offset logistics cost. However, these delivery charges are waived off by some sellers if you shop with them for a certain amount.
I missed the delivery of My Order Today. What should I do?
The courier service delivering your order usually tries to deliver (re-attempted) on next business day in case you miss your delivery. Please make sure that you are available at the time of product delivery.
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.
The delivery of My Order is Delayed. What should I do?
On rare occasion your order will be delayed, please check your emails for updates. Possibly, Seller or courier partners may have a holiday between the day your order placed and date of delivery, which is based on the timelines shown on the product page. In this case, we add a day to the estimated date. Some courier partners and Sellers do not work on Sundays and this is factored in to the delivery dates.
In case of late delivery, a new delivery time frame will be shared with you.
What should I do if my order is approved but hasn't been shipped yet?
Sellers usually ship orders in 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.
What is an Estimated Delivery Time?
Sellers generally procure and 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:
- The Seller offering the product
- Product’s availability with the Seller
- The destination to which you want the order shipped to and location of the Seller.
Can I get Exchange/Replace for the Order/Purchase?
Once the order is delivered to you and does not meet your requirements, you can avail either Exchange/ Replace option for the same order. However this option can be availed only for the stipulated time frame. For more information read Terms & Conditions and Return Policy.
If I request for a Replacement/Exchange, when will I get it?
Visit My Orders to check the status of your replacement. Mostly, the replacement item is delivered to you at the time of pick-up of old product. In Exceptional cases, the replacement is initiated after the original delivered item is picked up. Please keep an eye on SMS/E-mail we send you.
Can items be returned after the time period mentioned in Returns Policy?
No. You will not be able to place return orders after the time period mentioned in Returns Policy.
How does Returns work?
You can raise a request to return your items with these simple steps:
- Log into your account
- Go to My Orders
- Click on ‘Return’ against the item you wish to return or exchange
- Fill details and raise a return request
Once you raise a request, you’ll get an email/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 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 account.
I need to return an item, how do I arrange for a pick-up?
Returns are easy. Contact Us to initiate a return. You will receive a call explaining the process, once you have initiated a return. In case, the pick-up cannot be arranged by seller you can return the item through a third-party courier service. Return fees are borne by the Seller.
Seller Section
Is it necessary to have a seller account to sell the products on Kartwalaa?
Yes, it’s necessary to have your Seller account on Kartwalaa to Sell your products. Registered Seller can boost sales Easily and quickly.
How do I create a Seller account with Kartwalaa?
Registering as a seller with Kartwalaa is simple and easy. Click on “Become a seller” Link provided at bottom section of the site. You will be redirected to Seller Registration Form Page. Please fill and submit the form. we will verify and Activate your seller Account.
How do I Access My Seller Account?
You can access your Seller account by signing in successfully. Once you sign-in, you will be able to see the profile icon, to access your Profile. Click on “Go to Vendor Dashboard” to access your Vendor Dashboard
As a seller, How do I know/find that i have received the order?
Please check regularly “My Orders” Section from your Seller Dashboard. However, when you receive an order, an e-mail/SMS will be sent to your registered email/contact No. registered with us as a remainder call for your order fulfillment.
As a Seller, can I Cancel the Order Received? Will i get charged for not fulfilling the order?
No. As a Registered seller you are not supposed to cancel the order placed on kartwalaa. At any cost you need to fulfill the order received. If you fail to supply the order, you will be subjected/liable to the penalty charges for not fulfilling the order received and you performance rating will be affected.
Who decides the price of the products?
As a seller, you will set the price for your products.
Will I get charged for listing products on Kartwalaa and how many listings are required to start selling?
No. Listing your products on Kartwalaa.com is absolutely free. Kartwalaa does not charge anything for listing your catalogue online. You are required to have a minimum of 1 listing (unique products) to start selling on Kartwalaa.
What is Sale Promotion fee and how much percentage is charged?
Sale Promotion fee is a certain percentage of the order item value of your product. It differs across categories and vertical/sub-categories.
How do I price my products?
While pricing products on Kartwalaa, please account for the applicable Marketplace Fee (Includes Promotional/Service & Collection Fee, RTO charges) and include a suitable margin to arrive at the Selling Price.
As a Seller, How and when will I receive money for my Supplied Orders?
All payments are made directly to your bank account within next 7-15 business days from the date of order delivered.
When can I start selling?
After all required documents have been verified and your seller profile is complete, you can list and sell your products by providing necessary Product Description, images and other relevant information so that the customer has awareness regarding his purchase on the platform.
As a Seller, will I get an assistance in uploading the Products and its related information on to the portal?
We give you a step-by-step process of how to list your products on our website. It is important to choose the most suitable category to list your product as it will help customers find your products faster. Based on the category you choose, you’ll be asked to include product details such as size, model, color, etc.
As a Seller, Can I get help for development of Product catalog for our Business?
Yes, we are happy to help you at every stage while doing business with us. We help you to connect with industry experts for the development of your catalogs. With the help of our catalog partners across India, you can have attractive images and crisp content developed at unbeatable prices. However, this service is chargeable as per the requirement.
Is seller responsible for Packing the Product?
Yes. Seller is responsible to pack the product properly as prescribed before scheduled pickup. In other words, You need to pack your order and keep it ready for dispatch within the mentioned time frame. Further, this will help you to protect your product from any damages caused in shipping.
How do I get Packing material for Packing the order?
You can use your own Packing material for packing the Product. However, the outer most packing must replicate the Kartwalaa brand on your product packing. So You need to purchase the packing materials (Packing Tape/Secure Covers with brand Logo) from the company only.
Are shipping charges applicable to me as a Seller?
As a seller you have to take care of complete shipping charges ( product shipping and return charges) while delivering the product to the customer.
Who will handled the Product Shipping?
Case I: Seller/Vendor Shipping
In this case, seller is responsible for shipping and it’s seller responsibility to deliver the product to the customer and the product shipping/tracking details should be provided/updated in the seller dashboard.
Case II: Partner Shipping
In this case, Kartwalaa will handle shipping of your products. All you need to do is pack the product as prescribed and keep it ready for dispatch. Our logistics partner will pick up the product from you and deliver it to customer. In this case the, Shipping charges will be levied on Seller.
As a seller, can I have Product Tracking?
Yes. Both Sellers and Customers can track Product status and its expected shipping/delivery of product from time to time. However, on successful shipping/delivery of product/completion of the order to customer, the order status will be treated a completed and the same will be updated on your orders page.
As a seller, Did I get any insurance claim for Lost/Damaged product in Shipping?
If vendor is shipping the product by his own i.e., vendor is delivering the product directly to customer then there will not be any Insurance Claims. However, if the product delivering to customer is through kartwalaa then under such circumstances you can claim the insurance for you lost/damaged products.
Does supply of damaged products, will affect seller Ratings?
Yes. If seller delivers damaged products to customers, his performance ratings will be affected and may lead to the termination of his seller account.
As a Seller, Should I Exchange/Replace the product returned by the customer?
Yes. Seller is responsible to deliver the product in good condition to customer subjected to R&R Policy.