IS THERE SOMEWHERE I CAN GO TO VIEW THE PRODUCT PRIOR TO PURCHASING?
Yes, we do have a store in Mumbai, The Charcoal Project at Unit No. 1, D Mall, New Chandra CHS, Off Veera Desai Road, Andheri (W), Mumbai- 400058 where you can visit and view the product prior to purchasing.
CAN I PLACE AN INTERNATIONAL ORDER?
This service is not currently available on www.thecharcoalproject.com. We will duly inform our customers whenever we plan to diversify to International markets apart from India.
CAN I PLACE A BULK ORDER?
Yes, we request you to get in touch with us at firstname.lastname@example.org for more information.
HOW WILL I KNOW THAT YOU'VE RECEIVED MY ORDER?
Once items have been ordered, a confirmation page will appear on the screen confirming the order and you will receive an email on your registered email address with the order details, hence please make sure that we have an accurate email address. In case you do not receive the email confirming your order please drop us an email at email@example.com. We shall send subsequent email(s) when your product is processed & shipped.
WHAT IS THE STATUS OF MY ORDER?
Your order status shall be updated to you via emails during order confirmation, post shipping & delivery phase. You may track the shipment on the website of the service provider.
WHERE WILL THE DELIVERY PERSONNEL DELIVER THE PRODUCTS? WILL THEY BE DELIVERED TO MY FLOOR?
Your products will be delivered to your premises by the delivery person provided it is physically possible to deliver the goods. Our logistics partners are only responsible to deliver the large products to the ground floor. In case you reside on any higher floor, we will arrange for personnel/labourers/ manpower in advance to get the big/heavy products to the higher floor of your residence. Further, any such additional charges for loading your products into your residence/office through windows will be your responsibility.
MY SHIPMENT SHOWS DELIVERED BUT I HAVE NOT RECEIVED IT?
Please see if someone else accepted delivery on your behalf. If you are not able to track the whereabouts of the item, please contact us at firstname.lastname@example.org and we will assist you.
WHAT PAYMENT METHODS CAN I CHOOSE FROM?
We accept Debit/Credit cards, Wallets & Net Banking. We do not accept COD.
WHAT SHOULD I DO IF A TRANSACTION FAILS?
Transactions may be unsuccessful due to multiple reasons. Please check if:
- Information provided to payment gateway is accurate i.e.: account details, billing address, password (for net banking);
- Your Internet connection is stable;
If your account has been debited after an unsuccessful transaction, the transaction will be reversed within 7 working days. Please direct all questions and further clarifications regarding the above email@example.com.
DO YOUR PRICES INCLUDE TAXES?
Yes. All prices shown on the website are inclusive of taxes. Final amount inclusive of taxes will be calculated at the time of checkout.
HOW MUCH IS GST ON YOUR PRODUCTS?
GST rates vary from product to product.
As per the current GST schedule, there is 18% GST on all Furniture and leather goods.
On fabric cushion covers the GST rate is 5% for the products upto Rs.1000 per piece and 12% above Rs. 1000 per piece. On Lighting the GST rate is 12%.
CAN I TAKE INPUT CREDIT FOR THE GST I PAY ON YOUR PRODUCTS?
Yes, however, this scheme is only applicable on Business to Business transactions where the purchasing company is GST registered. This facility is not applicable to individuals or Business to consumer transactions. Please ensure to fill in your GSTIN when you place an order and you send us an email with GSTIN with your order details, so that the input credit can be approved by our finance team in the GST server.
WHAT TO DO IN CASE OF A DEFECTIVE OR DAMAGED PRODUCT?
Any defect or damage must be reported to the Company immediately by the customer. The description of defect / damage should be mentioned in an email along with pictures of the same. Also please inform us about any damage or complaints on firstname.lastname@example.org.
HOW TO RETURN A PRODUCT?
For return requests, please write to us at email@example.com and we shall connect with you in the shortest time possible.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
8 to 10 working days.
WHAT ABOUT MY MONEY AFTER I RETURN MY ORDER?
The amount you have paid towards the returned products will be credited in your original payment method. Please note that shipping charges are not refundable.
IS THERE AN ADDITIONAL SHIPPING CHARGE?
Free shipping for products under 5 (five) kgs. Shipping charges for products over 5 (five) kgs will be as per applicable rates and will depend on the delivery address.
HOW CAN I PROVIDE FEEDBACK ABOUT A PRODUCT?
Please feel free to send us feedback to firstname.lastname@example.org.
CAN I CHANGE MY DELIVERY ADDRESS AFTER SUBMITTING MY ORDER?
You cannot change the delivery address once the order has been dispatched.
CAN YOU SHIP MY ORDER THROUGH A SPECIFIC COURIER COMPANY?
No. We have tie-ups with reputed shipping companies to ensure fast and safe delivery of products. Logistic partners are chosen depending on various factors like their service availability, prompt delivery, etc.
ARE YOU SHIPPING CURRENTLY?
We are now delivering pan-India with the exception of containment zones. We take about 8-10 days to deliver the product(s) ordered in metro cities, and for other pin codes 12-15 working days. This is only an estimated date of delivery. However, do expect a 15-day delay in the delivery of your order due to the pandemic and such incidental restrictions.
WHAT PRECAUTIONS ARE YOU TAKING WITH REGARD TO THE PANDEMIC?
Mandatory temperature checks, sanitisation of the warehouse, wearing of mask, gloves, face shield, use of sanitisers, and physical 6 feet distancing between all employees are some of the precautions we are taking to make sure your orders reach you sanitised and safe.