FAQ’s
FAQ's
Q: I missed the delivery of my order today. What should I do?
The courier service delivering your order usually tries to deliver on the next business day. In case you miss a delivery, you can check your SMS for more details on when the courier service will try to deliver again.
Q: Will the delivery be attempted again if I’m not able to collect my order the first time?
Couriers make sure that the delivery is re-attempted the next working day if you can’t collect your order the first time.
Q: The delivery of my order is delayed. What should I do?
On the rare occasion that your order is delayed, please check your email and messages for updates. A new delivery time will be shared with you. You can also track the delivery status by visiting the ‘My Orders’ section on the website.
Q: What should I do if my order is approved but hasn’t been shipped yet?
Sellers usually ship orders 2-5 business days before the delivery date so that they reach you on time. In case your order hasn’t been shipped within this timeframe, please contact our Customer Support.
Q: Can I take the shipment after opening and checking the contents inside?
As per company policy, a shipment cannot be opened before delivery, but you can accept the shipment and get in touch with us later if you have any concerns.
Q: How do I know my order has been confirmed?
An email and/or SMS will be sent once you’ve successfully placed your order. We’ll also let you know as soon as the seller ships the item(s) to you along with the tracking number(s) for your shipment.
Q: How quickly can I get my order delivered?
Orders will be delivered by the date you see on the product page for your location.
Q: What should I do if I don’t get the invoice for my order?
Sellers attach a hard copy of the invoice in the shipments. A soft copy is also emailed to you within 24 hours of delivery in the confirmation email sent to your registered email ID.
Q: How will my order be delivered?
All orders are shipped by sellers through courier services who deliver the package(s) to your doorstep.
Q: Where can I find the seller’s return policy?
You can check our Cancellation, Return, & Refund Policy, at bottom of every page.
Q: How can I place an order?
To place an order, please follow these steps:
– Select the product(s) you’d like to buy and ‘Check Availability’ at your preferred pin code.
– Add products to your cart.
– Choose ‘Add Delivery Address’.
– Use a preferred payment mode and confirm the order.
Q: What if I have a complaint about the courier executive who came to deliver my order?
You can contact our Customer Support team with the details of your complaint and we will get in touch with the seller and/or courier service provider to resolve it.
Q: Can I get my order delivered faster?
Your order can only get delivered on or before the delivery date promised at the time of placing the order.
Q: How is a ‘Business Day’ different from a regular day?
Business Days are otherwise known as working days of the week. The expected date of delivery is calculated based on Business Days. Typically, these include Monday through Saturday. Public holidays and Sundays are not considered.
Q: What is the estimated delivery time?
Sellers generally procure and ship items within the time specified on the product page. Estimated delivery time depends on the following factors:
– The Seller offering the product.
– The product’s availability with the seller.
– The destination to which you want the order shipped and the location of the Seller.
Q: My package shows as delivered but I can’t find it, what should I do?
If your tracking information shows that your package was delivered, but you can’t find it, here’s what you should do:
– Check your phone for any notification about an attempted delivery.
– See if any of your neighbours/friends/relatives/owner/security guard have collected the product on your behalf.
– Wait until the end of the day. Sometimes packages can show as delivered while still in transit. In the unlikely event of you still not being able to locate your item, please contact us.
Q: Why was my package not delivered?
Sometimes, a package cannot be delivered due to one of the following reasons:
– Incorrect Address: If the address is incorrect, the package is usually returned to the Seller by the courier service provider or the unintended recipient. Please double-check your address when placing orders. To remove an incorrect address from your account, go to My Account > My Addresses. Click on the 3-dots next to the address you want to modify, select ‘Edit’, and choose ‘Save Changes’.
– Other Address Problems: In rare cases, it is also possible that the address label was difficult to decipher during the shipping and handling process, or that the courier service left the package at a different address than what was printed on the label.
– Failed Delivery Attempts: Most of the Seller’s partnered courier service providers make multiple attempts to deliver a package. If nobody is available to accept the delivery after multiple attempts, the package is returned to the Seller.
– Damaged during Transit: If a package is damaged on its way to you, the courier service provider will return it to the Seller without attempting delivery.
Note: A package once returned to the Seller cannot be delivered again by the courier service provider. Please place a new order on our website if you would still like to purchase the item(s).
Q: Can I request for a replacement?
For replacements, please send a request to customercare@infiniquemall.com
Q: Can items be returned after the time period mentioned in the Seller’s Returns Policy?
No. Sellers will not accept returns after the time period mentioned in the Seller’s Returns Policy.
Q: How do returns work?
Please send an email to customercare@infiniquemall.com
Q: I see the ‘Cancel’ button, but I can’t click on it. Why?
A greyed out or disabled ‘Cancel’ button means any one of the following:
– The item has been delivered already.
– The item is non-refundable.
– The time limit for cancellation is over.
Q: What is the Buyer Protection Policy?
The Buyer Protection Policy mediates buyer-seller disputes. In case a Seller declines your request for the return of an item, and you are not convinced with the reason given, you can write to us at customercare@infiniquemall.comfor Buyer Protection. You can dispute the resolution that the seller has shared for your issue until 2 days from the date of delivery. Each concern will be looked into on a case-to-case basis.
Q: What should I do if I have an issue with my product after the return period?
Please send an email to customercare@infiniquemall.com
Q: How can I know the status of my refund?
You will normally receive a refund into the same account you paid from within 12-15 days. Please write to customercare@infiniquemall.com in case the same has not been done.
Q: When are refunds given?
- Refunds are given when:
– The Seller cannot provide a replacement.
– A dispute has been ruled in your favour in-line with Buyer Protection.
Please check the Cancellation, Returns & Refund Policy for more details.
Q: What should I do if I find the package open or tampered with on delivery?
You can write to customercare@infiniquemall.com
Q: I have requested a return of my item. When will it happen?
You will receive a mail and/or SMS from us.
Q: I’ve still not received the refund in my bank account.
Write to customercare@infiniquemall.commentioning the Bank Name. IMPS refunds will typically be processed in one business day by Sellers.
Q: Can I pay with any Credit Card?
You can pay with any Visa, MasterCard, or American Express Credit Card issued in India.
Q: Can I use any Debit Card to pay for my order?
You can pay with any Visa, MasterCard, or Maestro Debit Card.
Q: How can I pay for my order?
You can pay for an order using any of the methods below:
– Net Banking
– Paytm Wallet or
– Visa, MasterCard, Maestro, and American Express Credit or Debit Cards issued in India.
Q: How do I pay using a Credit or Debit Card?
You may choose the Credit Card or Debit Card option to pay during checkout and enter the details when prompted. You will need to keep your card number, expiry date, and three-digit CVV number ready. For added security, you’ll also need to use your card’s online password that is verified by Visa, MasterCard Secure Code, etc.
Q: Can I use Credit/Debit Card or Net Banking to pay?
Yes, you can use your Debit/Credit Card, or Net Banking to shop on our website.
Q: Is it necessary to have an account to shop?
Yes, it is necessary to have an account to shop.
Q: Do sellers on Infinique Mall ship internationally?
Currently, our Sellers only ship within India.
Q: What does ‘Out of Stock’ mean?
An item is marked ‘Out of stock’ when it is not available with any Seller at the moment and thus you won’t be able to buy it at that point in time. Use the ‘Notify Me’ feature to get notifications of a product’s availability by the Seller.
Q: How are items packaged?
Fragile items like electronics are safely secured with bubble wrap. Other Sellers also follow standard packing procedures. Sellers are rated on packaging quality, which affects their overall Seller Rating.
Q: Are there any hidden charges (Octroi or Sales Tax) when I shop?
There are NO hidden charges when you shop. The price you see on the product page is final and it’s exactly what you pay.
Note: There can be additional delivery charges based on the Seller’s policy.
Q: Can I club my orders from different Sellers to be delivered together?
Currently, there is no option to club orders from different Sellers to be delivered together as Sellers could be located in different locations and the delivery timelines would vary based on their partnered courier service providers. To ensure your items reach you at the earliest, each Seller ships their products as per their individual timelines.
Q: Why do I see a ‘Delivery Charge’?
It usually costs Sellers more to ship some items. So, sometimes they choose to add a Delivery Charge. The Delivery Charge is waived off by some Sellers if you shop with them for a certain amount. For more information, check the individual Seller’s Policy on the product page.
Login & My Account
Q: Why is one of my accounts now inactive?
Your account will be inactive if the updated email ID or mobile number of one account is the same as another. The order history of the account you updated the details with will be merged with the older account.
Q: I’m getting an error message that says, ‘You’ve exceeded the maximum number of attempts to the enter correct verification code’. How can I log in to my account now?
If a wrong code is entered for verification more than a specific number of times, this error message will be displayed and for security reasons, your account will be blocked for the next 24 hours. To log in, please try again after 24 hours by entering the correct OTP.
Q: Can I add multiple email addresses and mobile numbers to log into my account?
To make sure that your account is always secure, multiple email addresses or mobile numbers cannot be added. For an account, only one mobile number and email ID can be used to log in.
Q: Do I need to verify my mobile number or email ID every time I log in?
As the verification step is a one-time process, you won’t have to do it again once your account is verified.
Q: What is an OTP or verification code?
An OTP (One Time Password) or verification code is a password/code used to verify your mobile number or email ID when you log into your account for the first time. OTP verification will be also be done in other cases like creating an account, password recovery, and updating email/mobile details.
Q: What should I do if I don’t get the OTP or verification code?
Sometimes, SMS messages may be delayed by a few minutes because of network issues. You can regenerate the code through the ‘Resend Code’ option.
Q: Why do I need to verify my mobile number or email address to log into my account?
To make sure that your account details are always secure, verification by OTP (One Time Password) is important. This is a one-time process and you can log into your account without any hassle once this is done.
Q: How can I add a new delivery address to my account?
To add a new delivery address, follow these simple steps:
– Log into your account.
– Go to My Account › Settings › Addresses.
– Add details of your new address.
– Choose ‘Save Changes’.
Q: I always login using my phone number, but I recently lost my phone. I have also forgotten the password to my account. How do I access it?
If you have forgotten the password for your account, you can reset it using the ‘Forgot Your Password?’ option available on the Home Page. Enter your registered email ID to get an OTP. Once you have the OTP, simply follow the prompts.
Q: How can I change the password for my account?
To change the password for your account, follow these simple steps:
– Log in to your account
– Go to My Account › Settings › Change password
– Enter your old password
– Enter your new password
– Re-enter your new password
– Choose ‘Save Changes’
Q: How can I change the email ID linked with my account?
To change the email ID associated with your account, follow these simple steps:
– Log in to your account.
– Go to My Account › Settings › Update Email ID/Mobile.
– Add the new email ID.
– Enter the verification code sent to your new email ID.
– Choose ‘Save Changes’.
Q: How can I use a new email ID to log in to my account?
To log in to your account with a new email ID, follow these simple steps:
– Log in to your account
– Go to My Account › Settings › Update Email ID/Mobile.
– Add the new email ID.
– Enter the verification code sent to your new email ID.
– Choose ‘Save Changes’.
Note: Once your email ID is updated, you’ll no longer be able to sign in using your old email ID.
Q: How can I merge my accounts if I have more than one?
To merge your accounts, follow these simple steps:
– Log in to any one of your accounts.
– Go to My Account › Settings › Update Email ID/Mobile.
– Add the email ID and mobile number associated with your other account.
– Choose ‘Save Changes’.