Frequently Asked Questions
1. ORDERING & PAYMENT
What steps should I follow to place an order online?
Step 1: Pick the product range of your choice.
Step 2: Click on SHOP NOW.
Step 3: Click on ADD TO BAG on the products you wish to purchase.
Step 4: Click on PROCEED TO CHECKOUT
Step 5: Fill out your personal details required for the delivery of your order.
Step 6: Choose a payment option most convenient to you.
Step 7: Confirm & place your order.
For any further questions, you can call our helpdesk at: +91 78638 16330
clematiseofficial@gmail.com
Can I use a separate shipping address than the billing one?
Yes, you can do this by filling in your address as the ‘Billing address’, and the address you wish to ship it to, as the ‘Shipping address’
How will I get confirmation for my order?
For all pre-paid orders, the confirmation status will be automatically updated in the ‘My Account’ section. If your chosen mode of payment is Cash On Delivery, you will get a call or an email from a Clematise representative, on your registered contact details, asking you to confirm the order details. Once you have confirmed the same, the order will be processed immediately.
Is it mandatory to create an account to place an order?
Yes, it is compulsory to place an order on our website, creating an account is required. This helps us ensure a smooth shopping experience, allows you to track your orders, manage your preferences, and access exclusive features like product reviews and special offers.
Can I request a product that’s currently not available?
Unfortunately, products listed as “Out of Stock” are not available for immediate sale. However, we can notify you as soon as the product is back in the stock. Simply click on the product, once you are on the product page, you will see an option that says ‘Notify Me’ and enter your registered email address. We will send you a notification email as soon as the product is back in stock. Remember, this can only be done if you have a Clematise account and are signed in at the same time.
Is it safe to make card or online payments on your website?
All transactions at Clematise Online are protected by SSL (Secure Sockets Layer) and Secure Data Encryption using a 1024-bit process. Any information you enter when transacting with Clematise Online is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional disclosure to third parties. This is an assurance that we follow the best security practices adopted by major online vendors, whereall payments are processed in real-time, for your security and immediate peace of mind. You can tell if your browser is in secure mode at “Checkout” , by looking for the padlock icon at the bottom corner or at the end of the address bar of your browser window.
Why did my payment not go through?
There are various reasons why this may have happened ranging from validity of card/net banking details, insufficient funds in the account to technical difficulties. If you were recently issued a new card, some of the information may have changed. In that case, please confirm your credit card details and try again. Also, check that your name and address match the name and address on your current credit card.
I’m unable to register on the website. What should I do?
Contact us, detailing the problem you have encountered. You can either email us on clematiseofficial@gmail.com or call us on +91 78638 16330 – Monday to Saturday (Timings: 8:00 am–5:00 pm IST) and our Customer Care Executives will be happy to assist you.
I’ve forgotten my password—how can I retrieve it?
If you have forgotten your password, you can request your password to be sent to the email address you have previously registered with us by clicking the Forgot Password link. You will be taken to a page where you can enter your email address and a temporary password will be sent to you. We strongly recommend that you change this at your earliest convenience.
Can I modify an order once it’s placed?
You can’t modify the order once it has been placed. We suggest you cancel the order and place a new order with your desired changes.
What if a product I want is currently unavailable?
If an item is out of stock, simply click on the product, once you are on the product page, you will see an option that says ‘Notify Me’ and enter your registered email address. We will send you a notification email as soon as the product is back in stock.
What payment methods are available?
You can pay for purchases using Cash on Delivery, BHIM-UPI, Net banking methods.
2. Cash on Delivery
How does Cash on Delivery work?
If you are uncomfortable making online payments, you can use our Cash on Delivery (COD) facility. This facility allows you to pay your invoice amount in cash at the time of actual delivery at your doorstep. You can only make COD payments in Indian Rupees.
Are there any extra fees for using COD?
There’s no specific charge to avail COD on any order.
How do I redeem a promo code or gift voucher?
When you have clicked on the ‘Checkout’ button, you will be directed to a section where you can enter your Gift Voucher/Promotional code. On entering the code, the valid amount/offer will automatically be applied to your order. You can then proceed to checkout and pay the remaining amount using your chosen form of payment.
3. Shipping & Delivery
What’s your order delivery process like?
All our deliveries are serviced through well-reputed couriers. As soon as your order is dispatched, you will receive an email with your package’s tracking number as well as the name of the courier company that is processing your order. You can use the tracking number to track the status of your package on the courier company’s website.
How can I check where my order is?
We dispatch most orders within 1–2 days (excluding Saturdays, Sundays and public holidays, local/ natural disturbances). You can track your order from the ‘My Account’ section on the website to get an update on your order status. Here, you will be assisted with a tracking number. The same will be visible in the ‘My Account’ section and will be emailed to you, along with the logistic partner details. In case of any issue with your order, we will notify you immediately.
When will my package be delivered?
While we will endeavour to deliver your order at the earliest, we request you to bear with possible delays due to the restrictions in movement both within India. Delays are likely to be longer for areas that are sealed as we will only be able to attempt delivery once the locality is unsealed. We appreciate your understanding and are committed to delivering your order as soon as possible.
What should I do if something’s missing, damaged, or incorrect in my order?
While we try our best to fulfill your orders correctly, in the best manner possible, for any complaints you may have, with regards to your order, please contact our Customer Care within 7 business days of your order delivery, for prompt resolution. In the extremely rare occasion where you receive a product with tampered/open packaging, please inform our Customer Care within 2 days.
4. Returns & Cancellations
What is your return policy for online purchases?
At Clematise, we accept returns within 2 days for unused, unopened products in original packaging. Return shipping is customer’s responsibility. Refunds are processed within 7–10 business days after inspection. Some items, like used products, are non-returnable. For details or to initiate a return, email clematiseofficial@gmail.com.
How can I cancel an order I just placed?
If you wish to cancel your order, you can do so by sending us an email on clematiseofficial@gmail.com. You can also call our Customer Care on +91 78638 16330 (Timings: 8:00 am–5:00 pm IST), within 24 hours of placing the order.
When and how will I receive a refund for a cancelled order?
Please refer to our Returns and Refunds Policy to understand if your order qualifies for a return. For pre-paid orders that have not yet been shipped, your order will be cancelled within 24 hours of your request and reflect as per your bank guidelines, which is usually within 10 business days. For all orders that have been delivered, we do not entertain return requests unless the order qualifies, as per our Returns and Refunds Policy. For any such requirements, please call our Customer Care on +91 78638 16330 (Timings: 8:00 am–5:00 pm IST) Monday to Saturday or email us at clematiseofficial@gmail.com.
Still A Query?
