“We solve the questions you may have”

  • Order

Is it necessary to have an account to shop on Sanaa’s?

You can shop on Sanaa’s by providing just your email ID. While it is not necessary to have an account to shop for and purchase items, it is recommended that you create one. By creating your own account, you can enjoy a personalized shopping experience, quicker checkout and can easily manage your orders as well.

Can I customise the products?

We do customisation of our products on request. Customisation purely depends on the availability of materials and time required for the work. Please contact us for more details.

How do I know my order has been confirmed?

Once we receive your order, we confirm receipt of the order and start processing it. You will receive an email containing the details of your order. In this email you will be provided with a unique Order ID (Starting with CS eg. CS1234), a listing of the item(s) you have ordered. You will also be notified when the product(s) are shipped to you. Shipping details will be provided with the respective tracking number(s).

Can I order a product that is ‘Out of Stock’?

Unfortunately, products listed as ‘Out of Stock’ are not available for sale. Please contact us so that we can intimate you when the item stock up again for sale.

What does the different order status mean?

  • Order confirmed: We have received authorization from the payment gateway and your order is confirmed for processing.
  • Packing Order: Your order is getting ready to be shipped to you.
  • In Transit: Your order has been shipped out from us and is on its way to your delivery location.
  • Partially shipped: Sometimes when you have ordered multiple items, we may have to ship them separately.
  • Delivered: Your order has been delivered to your specified delivery location.
  • Order Cancelled: The order has been cancelled.

Why is the COD option not offered in my location?

We are providing COD feature on our website. Availability of Cash on Delivery depends on the ability of our courier partner servicing your location to accept cash as payment at the time of delivery.

Our courier partners have limits on the cash amount payable on delivery depending on the destination and your order value might have exceeded this limit. Please contact us for additional enquiries regarding COD.

What happens to the order in case of payment failure?

While placing an order, if your payment fails but you still wish to order the products, you can go to your shopping cart and re-order the products from the cart section.

  • Shipping

How are items packaged?

All items are carefully packaged with Tamper Proof Courier Bags to avoid any form of damage.

Can I change my shipping address after placing the order?

If you would like to change the shipping destination address after placing the order, please contact us on +91 9600226866 or admin@sanaasterracota.com at the earliest. It will not be possible to change the shipping destination after dispatching it from our warehouse.

What are the shipping charges?

The shipping charge will be automatically calculated at the checkout based on the delivery location and total weight of the items in your cart. Some items may have additional shipping charge depending on the nature of the product. For International orders, the shipping charges are different for different items and it will be mentioned clearly on the checkout page. Also, prices may be different for different countries to account and shipping costs depends on the weight of the total items.

What is the estimated delivery time?

The estimated time of delivery is within 3-5 working days for domestic orders and 13-18 working days for international orders after shipping it from the vendor. All mould orders get shipped within 3 days & terracotta gets shipped within 9-13 days. Shipping time for the customised items may vary.

How will the delivery be done?

  • We process all deliveries through reputed courier companies like Indiapost, DTDC, Delhivery and FedEx. In some cases where the pincode/zipcode is not serviceable by these courier companies, we use other courier services for those deliveries.
  • If there is no courier service available in your area, we will get in touch with you and try to work out a convenient alternate delivery location that is serviced by our courier partners.

Do you deliver internationally?

Sanaa’s does deliver items internationally. You are more than welcome to make your purchases on our site from anywhere in the world. We Indiapost to deliver your shipments safely and timely to you.

How can I track the delivery of my order?

All Sanaa’s orders are dispatching with a Tracking ID by which you can track the status and delivery of your order in the order history panel of your account when you log in. We email you the courier details and tracking number after we dispatch your order. You can also track your order from the Track order page using your email ID and order number.

Who would be responsible for paying local taxes in countries outside of India?

Customs Duty & other international taxes etc. if applicable will have to be borne by the customer according to the laws of the land.

  • Payment

How do I pay for a purchase?

Sanaa’s offers you multiple payment methods. Whatever your online mode of payment, you can rest assured that Sanaa’s trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

You may use Internet Banking, Debit Card, Credit Card and Cash on Delivery to make your purchase. We also accept payments made using Visa, MasterCard, American Express and JCB credit/debit cards.

How do I pay using a Credit/Debit card and is it safe?

We accept all VISA, MasterCard both Indian and International. Customers will need to key in their 16-digit Credit/Debit Card number and the 3 digit CVV Code (Card Verification Value – found on the back of the card) and complete the payment flow.

Can I make a credit/debit card or Internet Banking payment through my mobile?

Yes, you can make credit card payments through the Sanaa’s mobile site. Sanaa’s uses 256-bit encryption technology to protect your card information while securely transmitting it to the secure and trusted payment gateways managed by leading banks.

Is it safe to use my credit/debit card on Sanaa’s ?

All Credit/Debit card details remain confidential and private. Sanaa’s and our trusted payment gateways use SSL encryption technology to protect your card information.

Does Sanaa’s store my credit card information?

No, Sanaa’s does not collect or store your account information at all. Your transaction is authorized at multiple points, first by CCavenue and subsequently by Visa/MasterCard/Amex/JCB secure directly without any information passing through us.

  • Cancellation & Return

When and how can I cancel an order?

You can cancel your order at any point after placing an order. You cancel it directly by going to Return order page.

What is Sanaa’s Cancellation/Return Policy?

Our Buyer Protection return policy allows for easy returns and refunds. Please visit Return policy page to know our return policy in detail.

Who pays for the delivery charges for returning of products?

When you’re returning an item that was damaged/ defective or due to an error on the seller’s part, you will be compensated for return courier charges. You will be provided with the gift voucher of exact shipping charge which can be used to buy any of the Sanaa’s products for next 3 months. Please pack well when you are returning the product so that it reaches the seller in good condition. In order to get the payment voucher, forward the courier receipt @ admin@sanaasterracota.com

When will I be refunded?

We can refund you upon receipt of the item back from you or the online tracking shows as delivered to the original source address. Remember that items have to be returned to sellers directly by you. Once the seller notifies with the receipt of the return item, we will credit the amount back to you within 5-7 working days (does not include Saturdays, Sundays and Bank Holidays).

Couldn’t find the information you needed?

Email us: admin@sanaasterracota.com

Whatsapp: Click to chat on WhatsApp

Call us: +919600226866