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Frequently Asked Question

Search FAQ

  • ORDERING

    • Congratulations on choosing That1Too! Once you have placed an order, you will get an email confirming the details of your order and your order number. Please check and ensure the details are correct.

      If your order contains multiple items from different boutiques, here’s what will happen:

      1. Each Boutique will accept their portion of the order and send you the invoice separately by email.

      2. All invoices will reference the same order number you received originally.

      3. When the Boutiques are ready to ship the items, you will receive individual shipping details from each of the Boutiques all using the same order number

      Please note: It sometimes takes up to 24 hours for the tracking to be updated after an order is placed.

      We strive hard to ensure all items are in stock when we sell them online but sometimes, the boutique might have sold the item in the store.

      If you order from a boutique is out of stock, then the boutique will cancel their part of the order which is unavailable and we will refund the money by a reverse transfer into your account.

      That1Too works with boutiques across India to bring you the latest in fashion.

      When you place an order, the boutiques ship out the items that they sell. So if you placed an order for 3 items from three different stores, you will get three shipments to your address.

      The order will be in ‘PROCESSING’ status until all the orders are shipped out.

      You will receive regular updates by email on the status of your shipment or you can log into ‘My Accounts’ to check.

      You need to pay COD once when you receive the first product of your order. COD charges are only applicable once on an order.

      Your refund mode depends upon payment mode of order placement:-

      1) If you have placed a COD order then the money will be rolled back to your bank account within 7 working days post after the refund is initiated. You need to email your bank account details or call to customer care and provide the details.

      2) If you have placed a prepaid order (used credit card/debit card/net-banking for placing order), then the money will be rolled back to your card/bank account within 7 working days post after the refund is initiated.

      There are two stages where the cancellation request has different timelines.

      1) If you raised the cancellation before getting the dispatch message, the request will be processed for warehouse product in 24 hours and for That1too partner product in 48 hours. P.S. - You can check the product type at the product page.

      2) If you raised the cancellation after receiving the dispatch message, the same will be confirmed within 5 business days.

      You need to login into your That1too account, where you can change the address under my account section and also update new information related to your profile.

      Returning (a part of) an order at the time of delivery will not be possible. However, if you feel dissatisfied with your purchase, you can always return/exchange it within 10 days of delivery. Please check our Return policy for more information.

      When your order is confirmed:

      ➢ We will send you an e-mail with the details of your order. Be sure you go through all the details

      ➢ You can also check the order in the "My Accounts" tab.

      Yes. We do take orders over phone. The PAYMENT MODE possible for these orders is Cash on Delivery only.

      If your card is debited by mistake, seriously, no need to panic at all! Please just make sure the following at your end.

      Please check your bank/credit card account - Has it been debited? If yes please note a failed transaction is normally rolled back within 7 business days.

      The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with your bank for more details.

      If the transaction is successful and the money has been credited to our account we would initiate refund within 3 days of your request.

      The expected timelines are as below:

      - Net-Banking 4 business days

      - Debit Card /Credit Card 10 business days

      After placing a COD order, a confirmation call will be made to verify the mobile number of the recipient of the That1too order.

      This is crucial to ensure smooth coordination between you and our courier partner.

      Our processing team starts working on the order only after confirmation. Please note that if we are unable to do so within 3 days of order placement, we would be forced to cancel the order.

      Cancellation of one/few items is currently not possible as we do not take partial cancellation requests. Cancellation is applicable on the whole order.

      ➢ Select a category - Choose the product of your choice

      ➢ Check delivery to your location by entering your Pin code on the right of the item. More accurate, detailed information about your items will be communicated via Email once you have placed an order

      ➢ Create an account by registering or you can also proceed by entering your email id Note: if you register with us you will get the following benefits: - speeds up the ordering process - allows us to keep you informed about your orders and refund through email - access to That1too Credits

      ➢ Carefully enter your shipping address

      ➢ Enter any applicable discounts/coupons in the Discount section.

      ➢ Check the final price {COD/Shipping charges}. Select one of the payment options (COD, Prepaid, Net-Banking/Debit or Credit Card) YOUR ORDER IS PLACED!!!

      • ✓ You will now receive a confirmation e-mail from the That1Too team.
      • ✓ You can check Order history in ‘My Account’ in case you had logged into your account while placing the Order
      • ✓ Didn’t receive any communication? OR Facing Issues while placing order? OR Website hung up at the payment page? OR Order was not successful? You can always place your Cash-On-Delivery order over phone with our available customer care executives at 1800 103 6294

      No, Bulk orders cannot be placed through That1too.com as the website only caters to end customers.

      We gladly encourage all our customers to try the items you bought, however, please ensure the product is left in a re-saleable condition after the trial with original tags, unwashed, undamaged and with the original packing.

      Returns are not possible for all categories on account of hygiene. For more elaborate information on the same, kindly just check our Return policies.

      Unfortunately no, however you can simply place another order.

      Don’t worry. We will still call you to verify your mobile number if you have placed a COD order with us. Alternatively, you may also call us as well.

      Add/ remove a product

      Unfortunately, after you have placed an order, you shall not be able to add or remove a product to/from your order. But you can place a new order for the desired products. 

      Change address

      At the moment, it is not possible to change the shipping address on the order once it is placed.

      Change delivery date

      We try to deliver all our orders in the earliest time possible. However, if you want delivery at a later date, please coordinate with the courier person once he gets in touch with you.

      If your COD order status says 'PAYMENT REVIEW', it means we are still waiting to call and confirm the details with you before the order is placed.

      We shall call you (anytime from 8am-8pm) to confirm your details. You shall be updated via email and SMS regarding delivery details post confirmation.

      Please note: If we fail to contact you within 3 days of your placing the order, your order will automatically get cancelled.

  • PAYMENTS

    • We have various payment options available to benefit your shopping experience: Credit Card, Debit Card, Net-Banking, Cash on Delivery*

      Conditions: - COD is available on purchases up to a limit of Rs. 10,000.

      For all items higher than Rs. 10,000, only Debit Card/Credit Card and Net-Banking options are available

      We use the highest possible security measures to protect our customers’ bank details.

      All payments are processed through secure and trusted payment gateways.

      Additionally, a 3D secure password is required to complete an online transaction which adds another layer of safety.

      We do not save your credit card details on our site to give you additional peace of mind.

      Once you have placed an order on That1Too using the COD option, one of our friendly CSR representatives will call on the registered mobile number provided to confirm the address and order details.

      Once the order is ready for dispatch, our logistics provider will call you to confirm the delivery date and time for your convenience.

      Please note: If we are unable to reach you within 3 days of your placing the order, your order will automatically get cancelled.

      Yes, Cash On Delivery option is available on purchases up to a limit of Rs. 10,000, beyond which purchases can only be made using Netbanking, Creditcard or Debitcard.

      We work with several courier partners to ensure our delivery network is vast and customers get on-time deliveries.

      Due to demographic issues, not all locations are supported by our courier partners.

      In such cases, please use our Netbanking, Debitcard or Creditcard payment methods to complete your transaction.

      While making a payment online, you will be provided with an authorization code upon confirmation, if your payment has been successful.

      In case your payment is declined, we recommend that you check the accuracy of the details you have provided.

      Make sure that your internet connection is not disrupted, during the process.

      If your account has been debited after you receive the notification of a payment failure, the normal process is that the payment is credited back to your account within 7 business days.

       

      Please check if someone else who is authorized to use the card has used it on your behalf.

      If you are sure this is not a legitimate transaction, please send us an email with the details below within 30 days so we can research the transaction for you.

      First 6 digits and last 4 digits of the card number, Date of Transaction Amount of Transaction Scanned copy of the bank statement highlighting the disputed transactions.

  • SHIPPING

    • The day the courier company will attempt to deliver your order, they may call you and confirm.

      Additionally, the courier company will call you if we are unable to locate your address.

      The field executive will make no less than 2 attempts to deliver your order at your address.

      If you wish the order to be delivered at a preferred time or at a later date, please coordinate the same with the field executive/ courier person, when he gets in touch with you.

      P.S- If we fail to deliver your order after 3 attempts, the product(s) will return back to us and your order will automatically get cancelled.

      Refund, if applicable will then be initiated within 4-5 business days. Check the question: What will be the mode of my refund? to check refund details.

      To assure you the best possible service, we have a team of trust-worthy courier partners, who are hard at work, round the clock, just for you! You will be informed about the courier company once the item has been shipped.

      A particular order can only be delivered to a single address. As a suggestion, we request you to place two orders for different addresses.

      We suggest you to please call our customer care representative or write to us on customercare@That1too.com with your order number and we will contact you with a possible solution at the earliest.

      Sellers incur relatively higher shipping costs on low value items. In such cases, charging a nominal delivery charge helps them offset logistics costs.

      The delivery charge may be waived off by some Sellers, if you shop with them for a minimum predefined value typically Rs. 2000 per boutique.

      You will see the individual delivery costs per item on the shopping cart/Check out page.

      You can expect delivery of your order on business days. Business days are defined as all working days from Monday to Saturday, excluding national and state holidays.

      We are working on International deliveries at the moment. Check back soon for details.

      That1Too works with boutiques across India to bring you the latest in fashion. When you place an order, the boutiques ship out the items that they sell.

      So if you placed an order for 3 items from three different stores, you will get three shipments to your address.

      The order will be in ‘PROCESSING’ status until all the orders are shipped out.

      You will receive regular updates by email on the status of your shipment or you can log into ‘My Accounts’ to check

      We always aim to send your order as fast we can. But different items on your order have different delivery times based on the boutique that is sending it to you.

      Also, the current logistics infrastructure in India, doesn't give us the liberty to expedite any delivery, at this time.

      Still, we are working to provide you the best of experience, in terms of deliveries.

  • RETURNS

    • If you return/cancel an order, the paid price of the product (including the tax collected) will be refunded back to you.

      However convenience charges are non-refundable and hence shall not be refunded.

      You may refer the table below for detailed understanding.

      In case of cancellation

       RefundableCondition
      Gift wrap chargesNoIf the order is not shipped.
      Shipping ChargesYesRefundable only if the item is damaged/partially missing etc.

       

      In case of Return

       RefundableCondition
      Gift wrap chargesNon-refundable convenience feesNA
      Courier charges(incurred when the order is returned)YesRefund up to Rs100 per Kg.*

       

       

      Please send us an email with your bank details or call us to give us your details for the return.

      You will be taken to form where you have to fill following details:-

      • 1) Account holder's name (as per bank records)
      • 2) Account number
      • 3) Bank name
      • 4) IFSC code

      Please fill the form with utmost care. Responsibility of providing correct bank details rests on you.

      That1too will not be liable for refund done to incorrect bank account because of error occurred while filling form.

      Reverse Pickup and delivery are independent logistics services and there is a possibility that a pin code may not be available for reverse pickup even though delivery was possible.

      You can check whether your area is serviceable for reverse pickup by initiating a return request.

      If this message appears – “YOUR AREA IS NOT SERVICEABLE”, choose any of the below option to return your order:

      • ● SELF SHIP: You can courier the product(s) on your own to our office and can get a refund ) up to a maximum of Rs160/kg, for the courier charges incurred. Check - Where do I return my order? to know the Returns centre address.

      We strive to put in our best efforts to make your online shopping smooth and convenient with us.

      If the returns are because of a fault of ours, we will gladly cover the original shipping cost.

      That1too reserves the rights to change prices at its sole discretion.

      There are a number of factors that determine a product's price, some of which are listed below.

      • 1. Brand Guidelines - Prices and discounts are predefined for certain products in accordance with Boutique guidelines. Moreover, any change in Boutique price shall be reflected on the website as and when fresh stocks are purchased. Henceforth, certain products may be available at different prices at the same time.
      • 2. Promotional Campaigns - We regularly launch promotional campaigns for our customers, where the prices may appear different for that period of time. Once the campaign expires, the prices may be restored back to original or may change again.

      Please be assured that all actions are taken with the intention of offering the best available price across the industry.

      You can stay updated with our current deals and discounts by subscribing to our newsletter in the Subscription option at the bottom of page.

      In the rare case that you are unsatisfied with a product in your order, you can raise a return request with us on our website under My Accounts - RMA

      To return a product in your order, just follow the simple steps below:

      • 1. Sign In - Sign in with your registered email ID or social ID (Facebook or Google+)
      • 2. Select RMA - Raise the New RMA request from That1too.
      • 3. Select on Order Details - Click Order details against the order you wish to return partially or fully.
      • 4. Click on Return - Click Return against the product you wish to return.
      • Just follow the simple steps that are displayed in the dialogue box and a return request will be raised.

      That1too.com offers its customers a ’10 DAYS FREE RETURN / EXCHANGE SERVICE’ wherein you can raise the return/exchange request of a product within 10 days of its delivery.

      Our Boutiques accept partial returns wherein you can raise a return request for one or all products in you order.

      Our exchange service is absolutely charge free. However, the exchange product must be of same or higher value than the original product.

      The difference amount, if applicable, will be payable in cash at the time of delivery.

      CHECK LIST

      • 1. Please make sure that products are returned with the tags and the packaging intact, in an unwashed and undamaged condition. Refund/replacement shall be issued after a thorough quality check of the product(s).
      • 2. Please note that any product along with a free gift/ combo must be returned in its entirety. To know whether Return/Exchange is available on your product, look out for "10 Days Free Return/Exchange" on the product page.

      WE DONOT ACCEPT RETURN/EXCHANGE FOR:

      Typically, we do not accept return/exchange for the following items-

      • 1. Inner wear, Lingerie, Swimsuit, Socks
      • 2. Fragrances, Beauty products.
      • 3. Anklets, Bangles, Earrings, Bracelets, Brooches, Pendants, Necklaces and Rings. .

      Please note: For certain marketing campaigns and Sale items, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. -

      For any clarification, please feel free to contact our customer care.

      For hygienic purposes, our returns policy does not apply to inner wear, lingerie, beauty products, jewellery

      Yes, you may return a part of the Order, in case of multiple items in an order.

      Any products being returned need to be returned in full including all components as well as any complimentary gifts or products which came along with it.

      However, if your purchase was made in the period of a special promotional offer, contests or any special scheme then special rules might apply for returns.

      We make every effort to simplify the return process. Once your return request has been placed with our Boutiques, it usually takes about 72 hours for product pick-up.

      In case, you are sending the product back on your own, the delivery time would depend on your chosen courier service.

      Under normal circumstances, it takes 7 days for a repute courier service to deliver the product to our boutique partner

      Once the item reaches our partner boutique, the team shall conduct a Product Inspection, which takes about 2 days.

      Hereafter, the refund is initiated within 2 days, after the product(s) clears the quality inspection.

      The receipt of the payment would depend on the mode of payment as chosen by you.

      The mode of refund may depend on the mode of payment used at the time of placing the order. Refer the table below for detailed understanding.

      Payment ModeRefund ModeTime needed for refund
      Credit Card/ Debit  Refund back to Credit Card/ Bank Payment Gateway: 5-7 business days 
      Card/ Net bankingAccount - Payment Gateway ModePayment Gateway: 5-7 business days 
      Cash on delivery Bank transferBank transfer : 2-4 business days

       

      P.S- The time mentioned is the expected time for refund to reflect post initiation from our side. Please check email for complete details

      The time taken for refund to reflect in your bank account may also depend on your bank.

      Refunds are initiated within 2 days of Product Inspection.

      The receipt of the refund would solely depend on the mode of payment as chosen by you.

      To simplify the timeline, here's some quick help:

      Refund MethodRefund Receipt Time (After Initiation)
      Credit Card5-7 business days
      Bank Transfer/NEFT2 business days
      Debit Card5-7 business days

       With respect to the transfers made by Debit card and Credit card, the time taken for the refund finally depends on the designated bank in charge.

      Usually, banks only shoot a SMS to the customers for credit amounts that are more than Rs. 5000.

      In case, your refund amount is less than Rs. 5000, please check your bank account statement for the same.

      We would be more than happy to assist you with the return of your product.

      You can initiate returns from your Accounts page for any item you wish to return.

      You can reach out to our customer care representatives to check if we cover your city for pick-up.

      However, in case your city is not covered under our preview, or you wish to send across the product at your own convenience to the Boutique directly.

      The details of where to return items differs based on the seller.

      Yes, we offer our customer a maximum of Rs 100 per Kg as a refund of the courier charges incurred. Rs. 80/- will be refunded if the package weighs less than 0.5 kg; else Rs. 100/- will be refunded into your bank account

      For refund to your credit/debit card, please note that the refund amount will be credited into the same card, which was used for placing the order.

      For refund through NEFT (online bank transfer), please note that the refund amount will be credited into the same bank account that you had provided while placing refund request.

      We update our customers through emails at every step of the returns process. If the last email updates states that the refund has already been initiated, we request you to wait for the duration mentioned in the email.

      Depending on the mode of refund, the time taken for the refund to get reflected in your account can vary.

      If you haven't received any update from us or you have any concerns, please email us at care@That1too.com.

  • REGISTRATION

    • We are always happy to welcome you as a guest shopper, and it is necessary to register with us to shop on That1too.

      However, registration will only help to enhance your shopping experience with That1too, You get 10% and 20% discount on products and we are able to keep you informed about your orders and refunds through email.

      If you have forgotten your password, we will need to reset it for you.

      Please click "Forgot Password|" to reset your password. Reach out to us if you face any issues.

      No! You don't need to type the address, every time you place an order, and we don't forget our customers!

      An address once used will be saved in My Account -> Address book link. You can go to your Address Book and modify your default Shipping (delivery) address and Billing address.

      You can also add more addresses using 'Add a new address' button.

      You can select any of the addresses instead of typing the shipping address while you are ordering.

      Save time, keep shopping.

      No registering does not automatically subscribe you to our newsletter.

      If you don't wish to receive our newsletter, and yet want to avail the benefits of being a registered user, just click on the unsubscribe link in the newsletter.

      You’ll be notified of all the offers via emails sent to your registered email id.

      We will push notifications for the windows app introduced shortly.

  • PROMO VOUCHERS

    • Promo Vouchers make your shopping experience more interesting as occasionally, we would be sending some of the best deals your way!

      It is a simple code which can be applied to get discounts on your purchases.

      Different promo vouchers are applicable on different minimum order value.

      In order to know the minimum order value please check the email or voucher card you received.

      We are happy to offer you promo vouchers which can be used across full priced products from Apparel, Shoes, Sports Apparel, jewellery & Sun-glasses.

      However, at times we issue special vouchers applicable on one or more special categories only.

      Your voucher code will come with all the relevant instructions.

      Generally, vouchers can be used only once but then special vouchers issued can be used more than once.

      Your voucher email would have the details of how to use the voucher.

      Every voucher has its validity date which would be mentioned in the email or the voucher card that you received.

       After adding items to your bag, apply voucher in the Shopping Cart Summary (as shown below) before placing order.

       

      1. Please copy and paste the voucher code as it is case sensitive.

      2. Please check if your order value is more than minimum order value stipulated for the voucher.

      3. Please check that the code you are using is still valid and not out of date. The validity would be mentioned in the email you received.

      4. Please also check if the voucher is especially meant for application on a particular category.

      Please give us a call and we will be happy to assist you.

      Unfortunately no, Promo voucher amount can neither be refunded nor en-cashed.