Claims
Something wrongwith your order?
We are sorry. Tell us quickly and we will put it right at our cost — a replacement or a full refund, whichever you prefer.
Hours
You have 24 hours from delivery or collection to report a problem.
Message us inside that window and the claim stands, even if it takes us both a few days to settle it.
What went wrong?
Tap the one that fits. It fills in your message for you and shows you exactly what we will need.
We cannot accept a change of mind, or a size that matches the published chart. That is why we ask you to measure a garment your child already wears before ordering — see our Size Guide.
What to send us
Tick these off as you gather them. We keep your place in this browser, so you can go to your camera roll and come back.
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Your order number
It begins with SV and is on your confirmation email and your packing slip.
Where do I find it?
Search your inbox for Sahasra Vastra — the confirmation email carries it in the subject line. It is also printed at the top of the packing slip inside the parcel.
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Your unboxing video
Required for every claim. It must start before the packet was opened and run in one unbroken shot showing the sealed parcel, the shipping label, the packet being opened, and every item coming out.
It is too large to send
That is normal — unboxing videos usually are. Upload it to Google Drive, WeTransfer or any similar service and send us the link instead. If none of that is possible, message us on WhatsApp and we will find another way. Do not let the file size stop you from reporting a problem.
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Photographs
Of the problem itself, and of the shipping label on the parcel.
What should they show?
Daylight, no filter, close enough to see the fault. For a damaged garment, one photograph of the whole piece and one of the damage. For a wrong item, the care label and the size tag.
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A photograph of the outside of the parcel
Before you open it. If the packaging looked wrong on arrival, that photograph is the claim.
The one thing we cannot waive
How to film the unboxing
- 1 Start filming before you open itShow the sealed parcel, all sides, before anything is cut. The video has to begin here or it cannot prove what was inside.
- 2 Hold the shipping label in shotLong enough to read. It is the only thing tying the parcel to your order once the packaging is in the bin.
- 3 Open it on camera, without stoppingOne unbroken shot. A video that cuts between the sealed parcel and the contents cannot tell us what happened in between.
- 4 Take every item out, in shotIncluding the packing slip. A claim for a missing item is settled in these few seconds or not at all.
One unbroken shot, start to finish. Half a minute of filming is what lets us settle a claim the same day instead of arguing about it. We cannot accept a claim without it.
How to send it
Whichever you choose, we get the same claim. Do not let a file size stop you from reporting a problem.
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WhatsApp
Open WhatsAppEasiest, and fastest at our end. Send the video straight from your camera roll.
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Email
Write to usFine for photographs and the order number. Most video files will be too large for it.
info@sahasravastra.com
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If the video is too large
Upload it to Google Drive, WeTransfer or any similar service and send us the link instead. If none of that is possible, message us on WhatsApp and we will find another way.
What happens next
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We reply
A real answer from the people who packed your parcel, not a ticket number.
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We arrange the pickup
A free reverse pickup, or photographs instead where a courier run is not worth it. You never pay return shipping on an accepted claim.
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Replacement or refund
The same item again, subject to stock, or your money back in full. Whichever you prefer.
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The refund reaches you
To your original payment method, within 7 working days of acceptance. Your bank may take a further 2 to 5 working days to show it.
Please keep the item, its tags and the original packaging until the claim is closed.
This page is a summary. The complete terms are in our Refund Policy, and delivery matters are covered in our Shipping Policy.
For a complaint about privacy or about how we have handled your personal information, please write to our Grievance Officer instead — the details are on our Contact Information page.