1. What is the return policy on Once Upon A Trunk?
Our most of the products are eligible for return or exchange for domestic orders. There are some items that are made to order which are not eligible for returns. The return and exchange policy for every product is clearly mentioned on the product page. Please note that international orders are not eligible for returns or exchanges.
If the product is eligible for return, you may write to us at [email protected] within 24 hours of delivery to request return or exchange. Only products which are unused, unworn, unwashed, undamaged, with all its labels and tags completely intact, in original packaging and eligible for return only can be considered for return or exchange.
Once Upon A Trunk does not accept return on any order/product where a discount or any special offer is applied.
2.How are returns processed?
Once you request to return a product via email or phone, a pick up is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a store credit amounting to the product purchase amount is initiated in your Once Upon A Trunk account. This store credit can be availed by you in your next purchase. Validity of your store credit is retained for a lifetime.
3. Can I cancel my order?
You can cancel your order within 24 hours of placing the order. Please email us at [email protected] or you can call us at +91-837501000 to request a cancellation. You will not be able to cancel the order by yourself on the website.
4. How will I receive the refund and how long would it take to receive a refund for my cancelled or returned product?
Once Upon A Trunk does not offer a refund.
We will be processing it via store credit. By adding an amount equal to the product value to your ' Once Upon A Trunk Account'. You can use this credit amount when you reach the cart/ payment page of the website during your next purchase with us. Store Credit will be issued within 5-7 business days only after we receive the product in our warehouse and validate the return.
5. Can I return part of my order?
Yes. You can return any products that are eligible for returns within 24 hrs of delivery. Please do note there are some items that are not returnable or exchangeable which would be mentioned on the product page.
6. My garment does not fit me. What can I do?
If the product does not fit and you would like a new size, please request for a size exchange with the customer service team within 24 hrs of receiving the product. You may also log in to your account and against your order number you can process a return/exchange query.
In some cases, minor size and fit alterations might be available for orders placed within India. Our team will try our best to help you for any size exchanges, alterations subject to availability. In case the size you have requested is not available we will offer you the option to return the product and purchase another product.
International Shipping & Returns
1. Which countries does Once Upon A Trunk ship to?
Once Upon A Trunk ship to all countries globally.
2. What are the international shipping costs and duties?
For all international orders from outside India, orders under INR 15,000 (approx. USD 220) are charged INR 1,500 (approx. USD 21).
3. Can I return, exchange or cancel an international order?
You can cancel your order within 24 hours of order. Please note that international orders are not eligible for returns or exchanges. To cancel your order please email us on [email protected].