FREQUENTLY ASKED QUESTIONS
Placing an order
1. How to place an order?
There are two ways to place an order:
1. If you have not created an account on Zwende, click on ‘Sign up’ from the profile icon that appears on the top right corner of the website and create your account. Then, sign in.
2. Click on the product you want to purchase
3. Click on ‘Add to Cart’ to purchase the product as it is.
If you wish like to customize, personalize or explore more options, click on 'Customize' and select the designs of your choice from the available options. Type in the personalization details (preferred text, quotes, initials etc. if any) and add your final choice to cart.
4. Go to your cart on the top right corner of the website
5. You can now enter a discount coupon, special request or a gift message. Then click ‘Proceed’.
6. Next, type in your shipping address and proceed
7. You will be now be required to choose a payment option. After paying through your preferred method, you can check out.
Note: Get on chat with our experts and they can do all of the above for you, all you need to do is share the design that you like after they take you through the available options.
2. What can I customise?
- All the products are customizable on our website. You can mix and match different design elements such as size, color and artwork to create an unique creation of your own.
-When on a product page, click on 'Customise' to know which elements can be customised
3. How can I customise a product?
- When you click on a product, you are taken to that product’s page.
- Here, click on the ‘Customize’ option after which you will be able to customize the size, colour, artwork, font style etc. of the product.
- Choose from the available options of each element to create a unique product of your own!
Note: Alternatively, you can connect with us for further assistance and we can customize it for you from the available design choices.
4. I need help with customisation, can I speak/chat with an expert?
Sure you can! Click here to connect with us.
5. Why can't I see a preview of names on the customiser before checkout?/ Can I see a sample of my personalization on the product?
We don't have the facility of preview on our website yet, but you can contact us on whatsapp to get one free computer generated mock up of the same. (it is applicable only for some select designs)
6. Can I add a gift message with the order?
Absolutely! There's nothing better than a handcrafted gift for a loved one and a message to go with it.
- For orders placed through the website, you get an option to add a gift message before you check out.
- For offline orders being placed through WhatsApp, inform the executive you speak to and they will add it for you.
7. Can the order be gift wrapped?
Our orders are beautifully packed in cloth bags with handwritten gift messages.
8. How do I pay for an order?
There are two ways to pay for an order:
-If you're placing the order through the website, all you need to do is select a payment mode at the end of the process, and e opt for either online payment or COD.
- For orders placed offline, our customer care executives will share an online payment link or the UPI ID for the completion of the payment.
9. Where do I apply my discount coupon?
Once you have added a product to your cart, click on the cart icon on the top right corner of your screen. You will be brought to the first stage of the checkout process, here you will see an option to add a discount coupon. Click on it, and enter the coupon code.
10. How do I redeem my gift card
The 'Gift card' option is listed as one of the payment methods on our website. You can apply the gift card code in the third step of checkout and the gift card amount will be deducted. You can choose to pay the balance (if any) via any of the other payment methods listed on our website.
11. Do you take bulk and corporate orders?
12. Do you ship worldwide?
Yes, we do ship internationally and charge shipping on actual.
Order Confirmation, Tracking and Modification
1. How do I get to know my order is confirmed?
Each time you place an order with Zwende, you recieve an automated system generated Order Confirmation Email on your registered email address.
2. I have made the payment, but have not received any order confirmation, what do I do?
- In a situation like this, we request you to check the spam folder of your E-mail inbox.
- In case, you still haven't received one, you can connect with us by clicking here for assistance.
3. Can I modify an order after placing it?
You can connect with our team by clicking here to discuss the possibility of modification.
4. How do I track my order?
You can track your order in the 'My Order' section on the website. Once we ship your order, you will receive notifications from our side, as well as from our shipping partner regarding the tracking information.
5. How can I change my shipping address?
Connect with us by clicking here. Our team will assist you. However, we won't be able to accept any changes in the address after the product has been dispatched.
6. How long does it take from design to delivery?
Delivery time lines vary across products and are mentioned on every product page. Please note that all products on Zwende are individually handcrafted by artists and artisans, this requires time and effort.
7. How do I initiate a return?
We would like to know what didn't work for you. Please connect with us here and we can initiate a return for you.
8. Can my product be replaced?
We would like to know what didn't work for you. Please connect with us here and we can discuss further possibilities.
9. How do I cancel my order?
We would like to know what didn't work for you. Please connect with us here and we can cancel your order.