FREQUENTLY ASKED QUESTIONS

GENERAL

 

1. What is Mugasilk.in?

Mugasilk.in is an e-commerce initiative by 4B International , proudly based and registered in Assam. Our team comprises highly motivated young professionals dedicated to showcasing the rich and diverse artisanal heritage of Assam and the Northeast states of India.

2. What specializes products or services provided by Mugasilk.in?

we specialize in offering a curated selection of Assam silk, Assamese jewelry, handcrafted items, and organic foods. We are committed to providing our customers with unique, authentic, and ethnic goods at competitive prices

3. What countries do you ship to?

 Currently We have delivered the products in all over India only. But Later we plan to export our products Globally.

4. Is there any quality assurance for the items ordered?

Each product is delivered to the customer only after it has cleared a stringent quality check process comprising 4-5 layers of checking.

5. How do I know my order is confirmed?
 

Once your payment is authorized and your order is completed, you will receive an email and SMS confirming the order placement. You would be provided with the order number, details of the order and the amount you have paid. For any concerns please email on dipankarbaishya@ymail.com

6. How to check current status of my order and track my order?

‘My Orders page would provide you with complete information of your order including the order status, payment status and tracking details.

7. What if I have any complaint regarding my order?
 

You can get in touch with our customer support team through the “Contact Us” section on the website. Simply send an email to admin@mugasilk.in or dipankarbaishya@ymail.com or give us a call on 7002310280 for any complaint. Our customer care team is always at your service (Monday – Saturday, 9:30 AM – 7:00 PM (IST))

8. How do I cancel my order?
 

You can request for order cancelation within 24 hours of placing the order. You can get in touch with our customer support team through the “Contact Us” section on the website. Simply send an email to dipankarbaishya@ymail.com or give us a call on 7002310280 for any complaint.
Our customer care team is always at your service (Monday – Saturday, 9:30 AM – 7:00 PM (IST))

9. What all payment methods are accepted?
 
The payment options we support are:
  • Credit Card
  • Debit Card
  • Net Banking
  • PayU Money
  • UPI Payment
  • Cash on Delivery
10. My Payment has failed? What should I Do?
 

In case there is a failure in payment, please retry after 5 minutes, after ensuring correct banking credentials are used. If your account has been debited even after a payment failure, it is normally rolled back to your bank account within 7 business days. For any further clarification, you can drop us an email.

11. My account has been debited but order not confirmed? What Should I do?
 

We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been received by us yet. Please wait for 24 hours to check if the order has been confirmed or if the amount is credited back to you. If neither happens, please drop us a mail and we’ll help you further.

12.I just cancelled my order. When will I receive my refund?
 

For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation. If you had selected Cash on Delivery, there is no amount to be refunded.

SHIPPING & DELIVERY

1.Do you deliver to my location?

Yes We deliver your products to your location. Please give or update the proper address with mobile number and Land mark for easy delivery of products by our delivery agents.

2. How are products delivered to me?
 

we take care in delivering your products to you, and we partner only with reputed national couriers. Once your order has been shipped you will get an e mail and SMS informing you the details of courier partner and AWB (Tracking number) number using which you can track your shipment.

3. Is there any additional delivery charge?
 

Shipping within India is FREE for all orders above Rs. 999. For orders below that, we charge a flat Rs. 100 shipping fee

4. How do I track my order?
 

‘My Orders page would provide you with complete information of your order including the order status, payment status and tracking details.

5. What are the shipping timelines?
 

Because each craftsman and artisans process is unique, shipping times may vary. Look for shipping info on the product page for individual shipping times

6. On what days of week can I expect my order?
 

Our courier partners will be able to deliver the shipment to you between Monday through Saturday: 9am to 7pm. Working days exclude public holidays and Sundays. Delivery time is subject to factors beyond our control including unexpected travel delays from our courier partners and transporters due to weather conditions and strikes.

7. Can I change the billing and delivery address of my recent order?
 

Address change will be accepted only if order has not been shipped. Address change is only possible if new location is within the same state.

8. What should I do if I miss the delivery?
 

We understand that you can’t wait at your delivery address all the time, and that is exactly why we will try to attempt delivering your order thrice. So, if you have missed the delivery please do not worry, we will try to make an attempt again. We’ll also try and drop you a call, in case you miss the delivery to understand your delivery requirements.

9. Can I check the product before accepting the delivery?
 

Unfortunately, we do not offer open delivery, and you cannot check the product before accepting it. However, in case you do not like the product, you always can return the product back as per the return policy of the item.

REFUNDS & RETURNS

1. What is Mugasilk.in’s return and exchange policy?
 
Eligible products can only be returned within 7 days after the delivery date. You can find the return policy of each product under the Shipping Info section of the product page. Since, each of our product is unique, we do not provide an exchange option. The following conditions should be met:
  • Product is unused, unwashed and in original condition.
  • The price tags, brand tags, and all original packaging is intact.
2. I have received a damaged product. What should I do?
 

In the unlikely event that your merchandise arrives damaged, you should email us a photo of the damaged product with the Bar Code within 48 hours of receiving your order.

3. How does the return process works?
 

You may reach out to our customer care team on 7002310280 from 9:30AM to 7:00PM IST, Mon to Sat or email us on admin@mugasilk.in. Alternatively, you may place your request on the chat window. Upon checking the eligibility, our customer support team will email you the return formalities on your registered email id.

4. How will I get my refund?
 

Once your return has been authorized, wed be happy to process your refund. You can choose to receive the refund in the form of store credit, which will reflect in your bank account within 24 working hours from when the product is picked up by our courier partner. However, if you would like to receive the amount back to the same payment mode that you used to place this order, we will initiate the refund after we receive the item and it has gone through the necessary quality checks.

5. How soon will the return process be over?
 
We aim to process all returns within one (1) week. If you have any questions about your return, feel free to reach out to the Mugasilk.in Care team at dipankarbaishya@ymail.com

All returns are subject to the discretion of Mugasilk.in.