FAQ

HAVE A QUESTION?

We have the answers

GENERAL ENQUIRY

• Do I need to create an account on SONARI to place an order? 

  Yes, you will need to create an account on the SONARI website to place an order. 

• What is the benefit of creating an account on SONARI?

  Create an account and be the first one to know about the special offers, promotions and new collections on SONARI. You will not need to input the address for the new orders unless there is a change in address. You can also log in and review the order history of all the transactions done on that account. 

SHIPPING & ORDER RELATED

• Can you ship your products to my city?

  We ship our products across India to over 15000+ Pin codes. All our shipments made through reputed courier companies. Since there is a constant addition of pin codes, the exact number might be vary from time to time.

• What is the shipping time of my order?

  Generally, shipping time is 8 to 12 business days depending on the shipping address pin code.

• How do I track my shipped order?

  You can track your shipped orders by AWB (Airway Bill no.)  This will provide by our team. For tracking your order please visit courier partner website using the AWB number given to you. The AWB numbers may sometimes take up to 24 hours from the date of dispatch to become trackable on the courier partner website.  

• Is there a charge for shipping?

  No, shipping is free for all orders across the country.

• Can I place the order online and pick up my order from your store?

  No, you cannot, Orders which are placed online will be sent directly to the shipping address mentioned while placing the order.

• Is there any minimum order requirement?

  No, we don't have any requirement for minimum order. 

• Can I change my shipping address or mobile number once the order has been placed?

  Yes, your shipping address or mobile number can be changed within 6 Hours of placing the order. Please send us an email or call us with your order no details & updated details. Our team will call get back to you.

RETURNS & CANCELLATION

• Can I change my order once it has been placed?

  You cannot make changes in the order once they are placed. However, a change request is made within 6hours; we might be able to make the change in the order or the shipping address.

• Can I cancel my order?

  You can cancel within 4 hours of placing the order. To cancel your order, please send us an email on [email protected] with your order details. Our team will call you back and confirm the cancellation. 

• Does SONARI pick up the product I want to return from my location? 

  No, the customer has to return the product at Shalibhadra Creations Pvt Ltd: Sapna Industries, Om Sainath Complex, Mankoli Naka Road, Dapode, Bhiwandi, Maharashtra 421302.

• When and how will I get my refund in case of cancellation or product return? 

  If you have paid using a credit card, a refund will be credited to your credit card account, (Will be reflected in the next statement) within 5 to 7 working days. If you have paid using debit card/internet banking, the amount will be refunded to your bank account within 7 to 14 working days. However, the actual credit to your account will depend on your bank's processing time. If you do not receive a credit within this time, please check with your bank and let us know if you face any issues with the same.

• Can I change the mode of refund after raising a refund request? 

  No, as per the company policy once a type of refund mode is opted by the customer.

• What if products ordered by me are out of stock? 

  The products which are shown on the website are products in stock. In an exceptional case where the product ordered by you is out of stock, the same will be communicated to you within 24-48 hours and a refund will be processed in case you wish to cancel the order. 

• What would be refund timeline?

  We usually initiate eligible refunds within 7 working days from receipt of the product at our warehouse. We will inform you via email on the refund status. Please note that refund to the customer’s bank or credit card account is subject to estimated processing timelines by banks as indicated here under.

  Payment Mode	Refund Method	Refund Receipt Time (After Initiation)
  Credit Card	Reverse Credit	5 to 7 Banking Days
  Debit Card	Credit in Bank Account	7 to 14 Banking Days
  Net Banking	Credit in Bank Account	7 to 14 Banking Days

PAYMENT

• What are the payment options that I can avail of while placing an order?
  
  Currently, the following payment options are enabled.

  1. Credit Cards (Visa / Master) 
  2. Net Banking across Banks 
  3. Debit Cards (Visa / Master) 
  4. American Express 

  
  

• Which credit/ debit cards does your website support?

  Payments are accepted through certified third party payment gateways. All Visa and Master Credit cards are accepted.

• How do I know that my credit/ debit card payment is safe?

  All payments are accepted through a certified third-party payment gateway. These gateways are certified for all security aspects. 

• Can I pay through Net banking? What is the procedure?

  Yes, you need to select net banking as an option on the checkout page and you will be redirected to the payment gateway, then you will need to select the bank which you wish to pay from and make the payment.

• How secure is my transaction?

  Your transactions are secured by Pay U India and are 100% secure. Our payment gateway is also SSL certified, meaning we are on a secure connection throughout your browsing experience (and not just during the payment part)!

• What currency can I use on the website?

  INR currency is accepted while making a purchase

PRODUCT KNOWLEDGE

• How can I know my size? (Measurement page)

  To know your size, click here

• What should I do if the item purchased is defective?

  In case, you have received a defective product kindly drop us a mail with defective product images intimating us of the same within 5 days of purchase. Once the defect is confirmed by our team, we can either process an exchange or initiate a refund for you. Please note, the exchange will not be provided in case of any bottom wear (Panties, etc.). In case of defective bottom-wear, we will issue a refund for the product.

• How can I give feedback on the quality of customer service?

  Customer’s feedback is always welcome by us. Please drop us an email at [email protected] and share your views. 

• I want to place a bulk order or need some specific products, who do I contact?

  You can reach out to us on our ‘Contact us’ page for all bulk orders, we will assist you with quotes and information based on your request.

PACKAGING

Yes the SONARI packaging is discreet.

We package our products in beautiful boxes and envelopes. There is no mention of the products on the external box or on the address label pasted on the package.