FAQ

1. How will I detect fraudulent emails/calls seeking sensitive personal and confidential information?

If you receive an e-mail, a call from a person/association claiming to be from Auxezia seeking sensitive confidential information like debit/credit card PIN, net-banking or mobile banking password, we request you to never provide such confidential and personal data. We at Auxezia or our affiliate /Reseller/ logistics partner never ask for such confidential and personal data. If you have already revealed such information, report it immediately to an appropriate law enforcement agency. Here are a couple of baits fraudsters often use to cheat consumers: Congratulations! You have been nominated as a ‘Top Auxezia customer’ and are now eligible for a luxury gift item. Please share your proof of address and your debit/credit card details to avail this great offer. Hi, I’m calling from Auxezia. We are happy to let you know that you have won an exclusive lucky draw coupon of Rs. 5000 on your latest purchase. Please share your credit/debit card number so we can credit the money directly into your bank account
2. How do I cancel the order, I have placed?

Order can be canceled till the same is out for delivery. Note: This may not be applicable for certain logistics partner. You would see an option to cancel within 'My Orders' section under the main menu of your App/Website/ then select the item or order you want to cancel. In case you are unable to cancel the order from'My Orders' section, you can refuse it at the time of delivery and refund will be processed into the source account, if order amount was paid online. 3. How do I create a Return Request?

You can create a Return in three simple steps Tap on MyOrders Choose the item to be Returned Enter details requested and create a return request
4.I have created a Return request. When will the product be picked up?

Number of days to pickup a product may vary as per the Logistics team that will be assigned to pickup your product. The product will be picked anywhere between 4 – 7 days. 5.I have created a Return request. When will I get the refund?

Refund will be initiated upon successful pickup as per the Returns Policy. The refund amount is expected to reflect in the customer account within the following timelines:
NEFT - 1 to 3 business days post refund initiation
Auxezia Credit - Instant
Online Refund – 7 to 10 days post refund initiation, depending on your bank partner
6 I have accumulated Auxezia (Coins) Points in my account. How can I redeem them?

To redeem Auxezia (Coins)Points, you will have to continue shopping with us on App/Website. In case, you don’t have access to the App/Website don’t worry, your Auxezia (Coins)Points are safe with us, whenever you get access of these Platforms in future, you can redeem the same (unless points have expired in one year)
Shipping, Order Tracking & Delivery
1.What is Auxezia Shipping Policy?

The Shipping Policies for Auxezia Checkout Merchants are available on the Merchant’s store page from the “Store details” link. To view the Shipping Policy of a Auxezia Checkout Merchant from the home page, click on the “Stores” tab, find the store name, click “Go To Store,” and click the “Store details” link.
We strive to deliver products purchased from Auxezia in excellent condition and in the fastest time possible. If this is your first order with Auxezia, shipping will be completely FREE. Also, for all the subsequent purchases of Rs. 1499* or more, we will deliver the order to your doorstep free of cost. A shipping charge of Rs. 169 will be applicable to all orders under Rs. 1499.
If the order is cancelled, lost or un-delivered to your preferred location, we will refund the complete order amount including any shipping charges, if paid online.
If you return an order delivered to you, order shipping charges will not be refunded. However if you self-ship your returns, we will reimburse self-shipment charges based on Auxezia Returns Policy. For accounts whose return behavior violate our fair usage policy, a delivery charge of Rs. 149 will be levied on all orders, irrespective of order value.
*Order value is calculated after applying discounts/VAT/GST or any other applicable charges.
2. What is Auxezia’s Fair Usage Policy?

We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal returns policy. These accounts typically return most of the items bought or choose to not accept our shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect shipping charge of Rs. 169 for all orders and disable cash on delivery option for accounts which have high percentage of returns and shipments not accepted by value of orders placed.
3. How do I check the status of my order?

Please tap on “My Orders” section under main menu of App/Website to check your order status.
4.How can I check if Auxezia delivers to my PIN Code?

You can find out if Auxezia delivers to your PIN Code using the courier serviceability tool available on the product page. Please tap on “Check Delivery options” and enter your area PIN code in the respective field to get the required information about standard order delivery time and availability of Cash on Delivery for the Product selected. The PIN codes serviced by us are frequently updated, so if we do not deliver to your PIN code today, please come back and check to see if this has changed.
5.Can I modify the shipping address of my order after it has been placed?

Yes, You can modify the shipping address of your order before we have processed (packed) it, by updating it under 'change address' option which is available under ‘My order’ section of App/Website
Cancellation, Return and Exchange 1What is Auxezia Cancellation Policy?

You can now cancel an order when it is in packed/shipped status, as long as the cancel option is available on App/Website This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made
2.How do I place an exchange request on Auxezia?

If you would like to exchange products purchased from Auxezia, please follow below mentioned steps:
You can create exchange for products purchased from Auxezia within the specified return/exchange period (check product details page for the same) under “My Orders” section of App/Website. If your address is serviceable for exchange you will be able to proceed and generate an exchange id. Please note down your exchange id for future reference
Place the product in a packet but do not seal it. Please ensure product is unused, unwashed with all the tags intact.
Hand over the original product to our delivery staff and receive the exchange item from him. Please ensure that you have the original item available with you at the same address which has been selected for delivery of the exchange item.
At any time, you can track the status of your exchange requests under “My Orders” of App/Website.
3 What is Instant Refunds?

Upon successful pickup of the return product at your doorstep, Auxezia will instantly initiate the refund to your source account or chosen method of refund. Instant Refunds is not available in a few select pin codes and for all self ship returns. 3.Why have I not received my Refund despite Instant Refunds policy?

For refunds taken into Bank Account (via IMPS), your refund will reflect in your account within 1 to 3 business days once it has been initiated at the doorstep. For refunds to source account (that is Credit Card, Debit Card and Netbanking), your refund may take 7-10 days to reflect in your account depending upon your bank partner.
4.How do I return multiple products from a single order?

If you are returning multiple products from a single order then, you will receive a separate Return ID via e-mail for each item. If you are self-shipping the products, you can ship all the products in a single shipment. Please mention the Return IDs for all the products on a single sheet of paper and place it inside the packet.If mode of return is Pickup, our courier person will pickup the products from the pickup address.
5.Does Auxezia pick up the product I want to return from my location?

Currently, we pick up products only from selected PIN Codes. If your area pincode is serviceable, you will be able to select the pickup option when you create a Return Request on App/Website.
We will pick up the return within 4 - 7 days from the request placement date.
Please keep the return shipment ready
6. Why did the pick up of my product fail?

We make three attempts to pick up the item, if the item is not picked up in the third attempt, Pickup request will be marked as failed. You can initiate a new return request, if item meets the return criteria and is within the specified return/exchange period (check product details page for the same). For more details, please call our customer care.
7.Why is my returned product re-shipped?

This may have happened, if the item you have returned is used, damaged or original tags or MRP tags are missing. For more details, please call our customer care.

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