STORE POLICIES

RETURN AND EXCHANGE POLICY

1. Any merchandise sold off-the-rack (with no alterations), can be exchanged (but not returned) within 5 working days from the date of purchase.

2. Any merchandise sold off-the-rack but with alterations and all custom-made orders shall be non-exchangeable, non-returnable and non-refundable. It is clarified that all products of sizes XXL and above or XS and below shall always be deemed to be custom-made.

3. The following products are non-exchangeable, non-returnable and non-refundable:

a). accessories, including jewellery, clutches, wallets, bags, scarves, belts and footwear.

b). custom-made or made to order products.

c). orders placed using loyalty points or promotional gift vouchers.

d). Discounted products.

e). briefs, swimming costumes and bikini bottoms.

f). products which were identified as non-returnable or non-exchangeable at the time of purchase.

4. All products to be returned / exchanged should be delivered to us in their original packaging that was provided by us at the time of delivery. Where provided, belts and designer packaging including authenticity cards, dust bags and leather tags are also required returned along with the other product/s.

5. The item(s) should be returned unworn and in perfect condition, with all Pernia's Pop-Up Studio / Pernia’s Pop-Up Shop and designer tags attached. We reserve the right to reject any exchange / return requests for items that are damaged, soiled or returned without their original labels and the customer will need to collect such products from the store where they were sent for exchange / return within 30 days from PSL intimating that the exchange / return is not acceptable.

6. Once we receive the merchandise at our store, the product will go through a strict quality check process before we update you and approve the store credit in lieu of such returned merchandise.

7. If the product delivered to the customer is delivered damaged or with a manufacturing defect, we will offer alternatives such as repair or exchanges, subject to availability.

8. Given that all thread embroideries are done using naturally dyed threads, their colour may bleed. As such, colour bleed will not be considered as a defect in the product or its consequences as damage.

9. A product returned can only be exchanged for another product or store credit and no exchange / return can be done without the original invoice.

10. If you want to exchange any product as per the terms hereof, you must first return the original item and then place a new order OR select an off-the-rack outfit of the same value as paid / required to be paid for the exchanged outfit or a higher value. Such exchange or credit of store credit in lieu thereof can be processed only after the receipt of relevant product by us and such product being confirmed by us to be exchangeable as per the terms hereof.

11. Refunds in the form of store credit will be processed within 5-7 working days of receipt of product by us in case the product was already delivered to the customer.

12. In case of payments made via an online mode, you will be entitled to opt for a chargeback only if (i) you are eligible for a refund as per these - Terms & Conditions; and (ii) despite being eligible, we have been unable to refund such monies to your account within the timeline set out in herein.

PRE and POST SALES SERVICES

1. We offer a range of repair / alteration services on clothing and accessories if the product is repairable / alterable. Contact us via email or whatsapp or visit one of our nearby stores where your item(s) could be examined and you will be advised on the options available for you. Please note that not all repairs are possible however we will endeavour to fulfil your requests to the extent practicable.

2. Some repairs/amendments may be chargeable. A complimentary alteration service is available on non-discounted garments only in case the request for alteration has been made within one month of the delivery. This complimentary service is only available for basic alterations.

3. All alterations will be chargeable after one month of the date of delivery.

4. Customisation may be chargeable separately by the designer. We will inform you of the customisation charges, if any, after the details of customisation are shared by you. This may take 3-4 working days.

5. All alterations of discounted or sale merchandise/s shall be chargeable irrespective of the purchase date, value of the product or type of alteration. We will inform you of the alteration charges, after the product has been examined and the details of alteration shared by you. This may take 3-4 working days.

PAYMENT TERMS

- We reserve the right to process any order including an order for an off-the-rack merchandise which is required to undergo alterations only after full payment for such product and customisation (if any) is received by us.

PROBABLE DELAYS

1. Custom-made orders may be subject to delays due to various operational and logistical reasons.

2. Delays could happen due to production issues, the final product not fitting the custom requirements and hence requiring further changes or re-production by the designer, operational / logistics issues, bad weather, flight delay, political disruptions and other unforeseen circumstances.

3. While we at Pernia's Pop-Up Studio strive to deliver the custom orders in time, there is no guarantee of meeting the delivery timeline suggested by you. We will keep you duly informed in case of any delays. In the event there is a delay beyond 7 working days, we take full responsibility for the same and will provide you with the best alternate solution.

4. In case of a delay beyond 7 working days, the following solutions could be offered: (a) exchange the product with another product of similar value; (b) provide other alternatives; or (c) Refund the amount paid in the form of store credit.

CANCELLATION

1. No order which has been processed can be cancelled. In case an order has been cancelled as per applicable terms and conditions, we will be able to provide only store credit in lieu thereof.

2. Please note a custom-made order can only be cancelled within 24 hours of placing the order, unless the order has already been processed by us. No order for an off-the-rack product can be cancelled. Notwithstanding anything to the contrary contained herein, a product that has already been processed and/or alteration or customisation of the product has commenced cannot be cancelled regardless of the timeline of the cancellation request.

3. You need to collect the products ordered from our store within 30 days from the estimated date of delivery as mentioned on the invoice or the date of communication from us requesting for the pick-up, whichever is later. After such period, the order shall be deemed to be cancelled and the amount already paid by you forfeited.

4. We have made every effort to display the colours of our products offered at Pernia's Pop-Up Studio as accurately as possible. However, we cannot guarantee that the monitor or screen’s display of any colour will be completely accurate, as computer monitors and screens of electronic devices vary. Even finished products could have minimal color variations during the production run, or in subsequent manufacture. Customers acknowledge that actual colors may slightly vary from colors displayed at the time of placing the order. No cancellations or returns shall be permitted on account of such color variances.

MEASUREMENTS and ALTERATIONS

1. The store staff will assist you in measuring your body for any alteration/custom made requirements. The product will be altered / produced accordingly.

2. Any fitting issues arising out of erroneous alteration/production will be rectified by us. However, if the product altered/produced is as per the measurement provided, the store will not be responsible for any subsequent fitting issues. Should you need additional alteration, the same can be done subject to payment of additional charges, the possibility and timeline for such alterations and availability of resources at our end. All alterations done at our stores outside India shall be on a chargeable basis.

3. Custom tailored outfits usually require 2 trials on an average, to get the fittings right. We recommend our customers to account for such trials while assessing the timelines that work for them.

4. Alterations may take up to a week. Any alteration done on an urgent basis will be chargeable unless otherwise agreed to at the time of purchase.

5. If you inform us of any customisations / alterations required after the order is placed, such customisations / alterations will be subject to the relevant designer agreeing to them. In such a case, you also agree and accept that the delivery would be delayed beyond the agreed date.

6. Any alteration (except major alterations) required upto 1.5 inches (~3.81 centimetre) can be done without any additional cost and any alterations above 1.5 inches (~3.81 centimetre) will be charged. We will inform you of the applicable charges, after the product has been examined and the details of alteration shared by you. This may take up to 3-4 working days.

7. Alteration of length is considered to be a major alteration and is accordingly chargeable.

SHIPPING AND DELIVERY

- If a product is not available in store and you wish to place an order with us, the following will apply:

1. for any international product shipment of value less than ₹ 15000, a shipping fee will be charged based on the product dimension/weight.

2. in case of an international shipment, custom duty, if any, will have to be borne by the customer, for delivery or reverse-delivery of any product, as applicable.

3. no delivery charges shall apply in case of domestic shipments.

4. no delivery charges apply for any shipment in case of delay beyond 7 working days and only custom duty, if any, shall be payable by the customer.

MISCELLANEOUS

1. Any covers for suits / dresses provided by us or the designer are for temporary protection only.

2. Matters not specifically covered herein shall be applicable as set out in the Terms and Conditions on the website. In case of any inconsistency between the terms hereof and as available on our website, the terms hereof will be applicable.

Contact us

+91 7847848484 customercare@perniaspopupshop.com