1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept COD only within india and online payments via Paypal and all major credit and debit cards such as Mastercard, VISA, Rupay and American Express.

1.6 Can I cancel my order?

You can cancel order within 24 hours of order placed. If you want to cancel your order then mail us on theheavenvilla@gmail.com with your order id and registered email id. we will send you confirmation email about your order cancellation.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. Alternatively, you may check the status of your order in “My Account” if you are a registered user.


2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays.

2.2 How long will it take for me to receive my order?

The Standard courier delivery time frame is approximately 7 working days from the time of placing your order. This is applicable only to all India deliveries. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the Tracking link and tracking number.

2.4 What are the shipping charges like?

Shipping is FREE for all India deliveries. For international deliveries, you may select your item and proceed to the check out page as charges are based on weight and volume. Upon entering your delivery details, we will auto calculate the delivery charges based on your given address.

2.5 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at theheavenvilla@gmail.com and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at theheavenvilla@gmail.com with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at theheavenvilla@gmail.com and we will get back to you as soon as we can.

2.9 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at theheavenvilla@gmail.com if you have not received your parcel after 10 working days and we will assist you accordingly

2.10 Will there be an additional charge for redelivery?

There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards.