FAQs

I am not sure which product to buy. Can you please help me out?

Sure! We are always available between 9 AM to 10PM. We will help you choose the best fit and best products. Kindly, call us at +91-9999176361 and one of our product specialists will guide you.

How do I register with SONAEBUY?

Follow these steps to register:

Click SIGN IN / REGISTER at the top right corner of the page
Click on REGISTER
Enter your details
Click on CREATE ACCOUNT

You are now registered with SONAEBUY.
Alternatively, use your Facebook account or Google Plus account.

I have forgotten my login password, what do I do?

Please click "Forgot Password" on the login page & enter your email id. You will receive a link to help you reset your password.

The customer care number provided on the website is always busy? How long do I need to wait?

We truly regret the inconvenience caused. Our associates might be busy assisting other customers. Please call us after sometime or Contact us .

I want to send a surprise gift to my wife but don't know much about lingerie, can you please help me out?

Sure! We are always available between 9 AM to 10PM. We will help you choose the best fit and best products. Kindly, call us at +91-9999176361 and one of our product specialists will guide you.

What are the discounts currently running on your site?

We always have discounts and offers live on the site for multiple brands. We suggest you visit our site and click Sale to know more.

In case I return the products, will the COD charges be credited back?

No. These are one time charges and are non-refundable.

I have been charged Rs.64 on my order. Why?

Break up of this is Rs.39 against shipping charges and Rs.25 against COD charges.

What does assorted colour mean?

Same style but different colours and patterns.

ORDER RELATED

I don't know how to place my order.

Follow these steps:

Select the product
Select the size
Pick the colour
Click ADD TO CART
Click on PLACE ORDER
Enter your shipping details
Select the mode of payment
Note your order number

Alternatively, you can always reach us at +91-8826895536or Contact Us and one of our associates will help you to place an order.

I got an error while placing the order. I’m not sure if the order is placed.

For every successful order, you will receive an email and a SMS confirming the order. If in case the order was not placed successfully, we request you to place the order again.

How do I track my order.

Follow these steps:

If you are a registered customer with us, you can always login into your account and you will be able to see the status of your order.
If you are a non-registered customer, click on the link and you will be able to see the order history.

Can I see the products before I accept the courier?

We do not have open delivery facility at this point in time. In case you are not happy with the item received, you can raise a return request through the link

How do I cancel my order?

An order can be cancelled via your SONAEBUY account page until the order is shipped out. Go to order history page and cancel the order.
In case the order is already shipped out, please call us on +91-8826895536or write to us via contact us page. We will initiate the cancellation process.

How do I add new products or remove some products from my order?

You will have to cancel the order via your order history page. Once done, you can place a fresh order with the required products.

Will you list the items ordered on the package / box received?

We follow discreet packaging, hence we do not mention product details on the package. However we do send an invoice for the order placed with the product details to your email id.

Can I change my shipping address/Contact details after I have placed my order?

We can certainly change the address in case the order is not yet shipped from our end. Call us at +91-8826895536or contact us to get it changed. If the order is already shipped out, we will not be able to make any changes.

I am placing an order as a gift to my loved one. Will she receive the price tags and invoice?

As per Indian Tax Regulations, all items (including gifts) will be shipped with an invoice mentioning the price.

G-POINTS

What are G-POINTS?

G-POINTS are as good as cash (1G-POINT=1 Rupee). You can use G-POINTS to buy any item on our site (no strings attached). G-POINTS will be auto applied on the payment page.

My order value is more than my available G-POINTS. Can I proceed to place order?

The balance amount post applying G-POINTS can either be paid via credit card or you can opt to select Cash on delivery as your paymode.

How long are G-POINTS valid?

G-POINTS are valid for a year from the issued date.

Does it apply on all products from the site?

Yes. G-POINTS can be used against all products on our site.

Can I club G-POINTS and Marketing discounts together in a single order?

. G-POINTS are treated as money and hence can still be clubbed along with Marketing discounts in a single order.

DELIVERY

How long do you take to deliver?

Delivery time depends on your pin code. You can always check by entering your pin code on the product page, below ‘ADD TO CART’ button.

Do you deliver in my area?

We deliver to 20000 pin codes across India. You can always check by entering your pin code on the product page, below ADD TO CART button before proceeding to payment page.

Do you provide Cash on Delivery in my area?

We depend on our courier partners to provide Cash on delivery option and we work closely with them to increase our serviceability on a regular basis. You can always check the serviceability of your pincode by entering it on the product page, below ADD TO CART.

When will I receive my order? How can I check whether it is shipped or not?

We ship all our orders within 24-48 hours. Once the order is shipped, you will receive an email with the tracking number and the courier details. Click Here to track your order.

I got a mail saying my order has been dispatched. When will it be delivered? What is my courier tracking number?

Track your order using the link in your dispatch mail. You can also check your courier details via the same mail.

The tracking number for my shipment appears to be invalid or no records found. Why?

It may take up to 24 hours for the order status to be updated on our courier partner's website. If you are unable to track your shipment post 24 hours, do call us at +91-8826895536 or contact us to track your order.

I am not in town on the delivery date? Can I choose my delivery date?

Once the order is placed, please call us at +91-8826895536 or contact us and we will try to deliver the order on your preferred date.
Please note, we do not deliver on Sundays and Public Holidays.

I ordered a gift and by mistake I put my name in the shipping address. How can I change it?

You can call us at +91-9999176361 or contact us before the order is shipped and we will be able to edit the contact details for the order.

VAT

I am being charged a VAT amount on my order. What is VAT?

Value Added Tax (VAT) is an indirect tax under the Indian taxation system which is levied, based on consumption, by state governments. VAT will have to borne/paid by the ultimate consumer of the product.

How is the VAT amount decided?

Following rules will govern whether or not an additional VAT will be applicable on the products purchased by you:
1. VAT applicability: For a product, if the total discount percentage greater than or equal to 20% of MRP, then VAT maybe collected from customer.
2. VAT amount: If applicable, the amount of VAT collected from customer depends on category:

Lingerie: Max 5% of product price will be collected from the customer. The balance VAT amount payable to government will be borne by SONAEBUY.
Footwear and Accessories: Max 12% of product price will be collected from the customer. The balance VAT amount payable to government will be borne by SONAEBUY.
Other Categories: Customer doesn't need to pay any VAT.

If I return the purchased product will the VAT amount charged be refunded?

Yes. If you return the product the applicable VAT amount will also be refunded to your SONAEBUY account in the form of G-POINTS.

If I cancel my order will the VAT amount charged be refunded?

Yes. If you cancel the order, the applicable VAT amount will also be refunded to your SONAEBUY account in the form of G-POINTS.

PAYMENTS

I have received an error after I entered my card details. What shall I do?

We apologize for the inconvenience caused. This can be a temporary issue. Please try again after a few minutes.

The amount has been deducted from the account but the order has not been placed.

This could be one the challenges faced when the transaction times out. However if the order is not successfully placed in our system, it will automatically return the amount to your bank within 7 working days.

Why is there no Cash On Delivery service in my area?

Is there a charge for COD order?

We charge a nominal convenience charge of Rs. 25 on all Cash on Delivery orders. This charge shall not be levied if you opt for any prepaid mode such as Debit/Credit card, Wallet, G-POINTS or Gift cards.

I have placed a COD order and confirmed it. I would like to make an online payment now.

Please call us at +91-9999176361 or contact us and we will provide you with the bank details to which the amount could be deposited. Once the payment is received, we will process your order and have the same ship out as a pre-paid order.
Alternatively you can cancel the order and place a new prepaid order.

RETURNS

What is your return policy?

Please follow the link to read through our terms and conditions on Return policy.

I have received a wrong product. What shall I do?

We truly regret the inconvenience caused. Our quality team checks all the orders before dispatching to ensure correct products are delivered to all our customers. If it is not as per your expectation, click on the link and raise a return request.

I have a size issue with the product that I have received. What shall I do?

We have a very easy, hassle-free return policy. Click on the contact us and raise a return request for us to resolve your issue.

The pictures shown on the site and the products that I have received are not the same. What should I do?

We truly regret the inconvenience caused. Our quality team checks all the orders before dispatching to ensure correct products are delivered all our customers. If it is not as per your expectation, click on the link and raise a return request.

Is pickup facility available in my area?

We depend on our courier partners to provide reverse pickup facility across India. You can raise a return request through the below link to confirm the serviceability of your Pincode.

Can I return a gift?

If you received a product as a gift from loved ones and need to return it for an alternate size, please follow our returns guidelines. Click the link and raise a request for returning the item.

Can I return any product bought from SONAEBUY?

Due to the intimate nature and hygienic standards of a few products, we regret that it is not possible for us to accept returns on Briefs, Panties, Stick-On Bras, pasties and accessories. Rest of the category can be returned within 15 days of purchase.

Can I get a cash refund of courier charges in case there is no courier pickup from my location?

No. Courier charges are only paid in the form of G-POINTS and are non-refundable. G-POINTS credited are valid for a year and can be redeemed against your next purchase.

Do you take returns on set?

Yes, we accept the return for sets.

How do I initiate a reverse pick up?

Follow these instructions to initiate a reverse pick up:

Click on TRACK ORDER on the top right side of the site
Enter your email id and order number so that you can be directed to the returns page
Click return items
Select the item/s and initiate return

There is no pickup facility in my area. What should I do?

Try a different pick up address from where the item can be picked up and also where we can possibly have reverse pickup facility or follow these easy steps to return the products directly to us:

Pack the products in a box
Fill the return slip received along with the product package
Paste the ‘‘Shipping Declaration ’’ form on the box
Ship the package through any courier service
100 G-POINTS will be credited as courier charges
On receipt of the product at the warehouse, G-POINTS will be credited to your account

In case you do not have the return form, pack the box and courier the product to the below mentioned
address:
Sonaebuy

F-709, Ground Floor Phase-1 MG Road UPSIDC Industrial Area Dasna-201015 (U.P) India

If I use a marketing coupon/discount and return the items, will I be able to avail the same discount for the next order?

No. Discounts are time bound and may vary from time to time.

Will I get the discount amount as a part of my refund value?

No. Marketing discounts are non-refundable.

Can I raise a return request more than once on an order?

No. Return requests can be raised only once against an order. Click “contact us” page in case you need further assistance regarding this.

Is VAT charges refundable?

Yes. VAT charges will be credited back in case it is applied against the returned item.

In case I return the products, will the COD charges be credited back?

No. These are one time charges and are non-refundable.

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