FAQs

ORDERS & GENERAL QUERIES 

HOW DO I PLACE MY ORDER?

To place your order, follow these steps :

• Browse through our range of products until you find something you like. After you’ve chosen what you want, select the relevant size, if applicable. You can check out our size chart for reference.
• Once you’re done, click the ‘Add To Cart’ button
• After you have added all the products, click on the cart icon on the top right. You can either choose to continue shopping or confirm the order and click ‘Checkout’.
• From there, you can either login to your existing Hipcastle account or simply continue as a ‘New User’ and create one.
• Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Place Order’.

HOW WILL I KNOW THAT MY ORDER HAS BEEN PLACED SUCCESSFULLY?

• Once you successfully place your order, you will receive a confirmation email with details of your order and your order ID on your registered email ID and phone number.
• You’ll further be notified once your order is shipped out. All you have to do then is, sit back, relax, and wait for your amazing product(s) to arrive!

HOW CAN I TRACK MY ORDER?

• Once the order is dispatched, you will receive the tracking details. You can TRACK it here. If there are any other issues/ delays that come up, or you need the order to be delivered urgently, write to us at  hello@hipcastle.com, we will see what we can do to help.

DO I NEED TO HAVE AN ACCOUNT TO PLACE AN ORDER?

• No, you can place an order using Guest Checkout without having an account. However, we strongly recommend making an account on our website to make your shopping experience swift and simple.

WHAT IS A PRE-ORDER?

• A Pre-Order is an order placed for an item before it is available for purchase on our website. Not all products are available for Pre-Order. Only exclusive and limited products are eligible for the same. We came up with this option because people find it hard to get popular items on our website because of their popularity as they get Sold-Out immediately. 

WHY AREN'T ALL OF YOUR PRODUCTS 100% ORGANIC COTTON?

• We’re committed to using organic cotton for all our comfy, cozy, and ethically made clothing. For our items that need a little stretch, we blend our organic cotton with small amounts of elastane to give our clothes the perfect amount of stretch and snug. We proudly display fabric content in the product details for every item we make.

HOW DO I TAKE CARE OF MY NEW HIPCASTLE PRODUCTS?

• We recommend a cold-water wash for our products and tumble dry on low. This saves energy, and will ensure the longest life possible for your clothes, especially anything that contains elastane.

WHAT IS GOTS CERTIFICATION?

• The Global Organic Textile Standard (GOTS) is the worldwide leading textile processing standard for organic fibers, including ecological and social criteria, backed up by independent certification of the entire textile supply chain. The standards are very high and we constantly ensure that we meet and exceed these standards.

 

WHY DO YOU USE ORGANIC COTTON FOR SOME OF YOUR PRODUCTS?

• Our organic cotton is a true win-win. Organic cotton uses up to 95% less water than conventional cotton during the wash phase and doesn’t contain the harsh chemicals, bleaches or dyes that conventional cotton uses. Additionally, conventional cotton often requires the use of chemical-laden pesticides that increases the debt burden on the farmer and leaches into the land and water. So not only is some of our Hipcastle Collection Organic, it is also super soft that you’ll never want to wear anything else, but your new t-shirt/ other products are also better for the environment and good for the people who played a part in making it.

 

SHIPPING

HOW LONG WILL IT TAKE FOR MY PACKAGE TO ARRIVE? 

• Orders once shipped, are typically delivered in 7-10 working days in metros and tier I cities and 10-12 working days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.). In case of delay, please write to us at hello@hipcastle.com

WHEN WILL MY PRODUCTS ON PRE_ORDER BE SHIPPED?

• We ship Pre-Order products on the date given in the product description, as far as possible. However, there may be a slight delay in shipping in case of an unforeseen surge in demand or any similar issue. Our customer support team will keep you updated on the status of your order if there are any delays for the same. AND.. We offer a 5% discount. HURRAY!!

DO I HAVE TO PAY SHIPPING CHARGES? ARE THERE ANY ADDITIONAL SHIPPING CHARGES?

• Hipcastle provides FREE SHIPPING on all orders above Rs.1499. 

WILL I GET A DISCOUNT IF I PLACE A PRE-PAID ORDER?

• Offcourse!! For all Pre-paid orders we provide a 5% discount. Sounds like a deal, doesn't it? 

DO YOU SHIP OUTSIDE OF INDIA?

• At the moment, we do not deliver items outside India. Having said that, you can be anywhere in the world and place an order as long as the Shipping address is in India. 

WHAT HAPPENS IF MY SHIPMENT DOESN"T GET DELIVERED ON TIME?

• In case the order does not get delivered within 7-10 working days, you can write to us at hello@hipcastle.com. We will do our best to get it delivered at the earliest. 

WHAT HAPPENS IF I AM NOT AVAILABLE AT THE TIME OF DELIVERY?

• Our delivery partners will attempt to deliver your package thrice before it is returned back to our warehouse. Please provide your mobile number in the delivery address as it will help us in making a faster delivery. 

 

PAYMENTS

WHAT OPTIONS DO I HAVE WHILE MAKING THE PAYMENT?

• We accept payments by:

1. Debit Cards
2. Credit Cards
3. UPI/ Wallet Payments
4. Net Banking
5. Cash On Delivery

I TRIED PLACING MY ORDER USING MY DEBIT CRAD/ CREDIT CARD/ NET BANKING. THE ORDER WAS NOT SUCCESSFUL BUT MY MONEY GOT DEDUCTED. WHAT JUST HAPPENED? 

• As a first step, kindly check your bank account to ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days.
• For any other assistance/issues you can write to us at hello@hipcastle.com with your transaction details or call us on our helpline, and we’ll help sort things out.

IS IT SAFE TO SHOP ONLINE IF I MAKE A PAYMENT USING NET BANKING, DEBIT CARD OR CREDIT CARD?

• Yes, of course! All Credit Card, Debit Card, and Net Banking transactions are processed over a secure encrypted connection. Rest assured, your money is safe.

WHAT SHOULD I DO IF MY PAYMENT DOESN'T GET THROUGH OR FAILS? 

• If your payment transaction fails, please contact our Customer Support Team immediately email us at hello@hipcastle.com 

WHY AM I NOT GETTING ANY COD OPTION ON THE PAYMENT PAGE?

• If the COD option is not showing, it’s because this facility is unavailable for your postal code. You can either pay by Debit Card, Credit Card, or Net Banking, or you can get the products delivered to an alternate address (where COD is available).

ARE THERE ANY HIDDEN CHARGES?

• Absolutely NOT! There are no hidden charges for any of our products - what you see is what you pay :)

WHAT SHOULD I DO IF MY PAYMENT FAILS?

• In case there is a failure in payment, please retry and keep the following things in mind:

1. Please re-check and confirm if the information you’ve provided is correct i.e. account details, billing address, and password (for Net Banking); and that your internet connection wasn’t disrupted during the process.
2. If your account has been debited even after a payment failure, it is normally rolled back to your bank account within 7 working days. For any further clarification, you can email us at hello@hipcastle.com.

 

SIZING

HOW DO I DETERMINE THE CORRECT SIZE FOR ME?

• While placing an order you will find an option for the Size Chart on the product page which includes detailed information on sizes and fit. You can check that and find your correct size. While you check your size, we would like to inform you that we have some products such as Drop-Shoulder T-shirts, they are meant to have a loose fit. Therefore you will need to choose a size-up than your usual size to achieve that look.

CANCELLATION, RETURNS & EXCHANGES

HOW CAN I CANCEL AN ORDER?

• We are bummed to see you cancel your order. Have we done something not right? Write to us at hello@hipcastle.com or call us at ______ and let us know how can we make it right so you don't have to cancel your order. However if you choose to make a cancellation for some reason where we cannot be of help, please log into your account and book the cancellation of the placed order from return and cancellation tab.

HOW DO I RETURN/ EXCHANGE A PRODUCT?

• In case of Return/ Exchange please visit the Returns and Exchanges section on our website to raise a Return/ Exchange for your order.

WHAT ARE THE TERMS OF THE EXCHANGE POLICY?

• Exchanges are only applicable if a wrong size has been ordered, on the same product within a period of 10 days from the date of receiving the product. The shipping cost has to be borne by the customer.
• Exchange will be provided only in cases where the product is damaged when received (T&C applied).
• As we do not have our own delivery service we rely on delivery partners like BlueDart, Delhivery, DTDC, etc
• In case of an exchange; the Delivery partner charges us for reverse pickup from the customer location and then additional delivery charges for delivering new product again to the customer location, As these charges are two-way; we request our customers to pay for one way charges i.e ₹100 (Which will be credited back to the customer’s store wallet after product quality check is completed).
• In the interests of hygiene, we may refuse returns where it’s obvious that the item has been worn, washed or soiled. Defective products need not be sent back to us, unless confirmed by the Customer Support Team.
• If there is a manufacturing issue, or if you have any other query regarding this, you can contact us on the number or email us on hello@hipcastle.com 

WHEN WILL I RECEIVE MY REFUND?

• It takes 7-10 days for the product to arrive at our warehouse, post which it undergoes a quality check. Once it passes the Quality Check, the request for exchange and refund for the return will be initiated within 72 hours. Once the product is dispatched from our warehouse, it will take 7-10 working days to be delivered to you. For any concerns, please write to us at hello@hipcastle.com 
• Please be informed that any coupon/ promotional code redeemed during a purchase will be refunded as store credit in the Hipcastle wallet. For any non-promotional purchase, the full amount will be credited to the original source of payment or to your preferred bank account. 

WHAT IS THE REFUND POLICY FOR RETURNS OF ORDERS PLACED DURING A SALE?

• If an order placed during a sale is returned to us, only the amount paid by you will be refunded in your Hipcastle wallet, not the current product price.

HOW WILL I GET MY REFUND FOR DISCOUNTED ITEMS?

• In case of orders placed with a discount is returned, the discount will be waived off and the amount which you've paid will be refunded to your Hipcastle wallet.

HOW WILL I GET REFUND FOR CASH ON DELIVERY ORDERS?

• Once the products reach our warehouse and passes the Quality Check, we can give you two options for the refund: 1) Coupon Code worth the Order Value which can be redeemed within _____ days from the issuance of the coupon code 2) Order Value will be refunded to your Hipcaslte wallet. 

WHAT IS THE REFUND POLICY FOR PRE-PAID ORDER CANCELLATION?

• If an order is cancelled before shipment, the refund will be done to your bank account and will reflect within 7-10 working days.

I HAVEN'T RECEIVED MY REFUND YET, WHAT SHOULD I DO?

• We update our customers via email once we initiate the refund procedure.
• Bank refunds will take 7-10 working days.

WHAT HAPPENS TO ORDERS WHERE PRODUCTS ARE RECEIVED IN DAMAGED CONDITION?

• We strive to deliver the best quality standards, however in case you received a damaged product, we should be notified within 24 hours of delivery. Also, we request you to email us a photograph of the damaged/ defective product on hello@hipcastle.com. In case you fail to intimate us about the same then the return might not be processed.

WHAT SHOULD I DO IF I RECEIVE A DIFFERENT ITEM FROM THE ONE THAT I HAVE ORDERED?

• We strive to deliver the right products in time, however in any rare cases if you've received a different product, please visit the Returns section on our website to raise a return request.

WITHIN HOW MANY DAYS OF PURCHASE CAN I RETURN MY ORDER?

• Return request needs to be raised within 10 days of the delivery date. 

WHAT IF I'M NOT AVAILABLE WHEN THE PICKUP IS BEING ATTEMPTED?

• Our courier partner will attempt the pick up 3 times. You can let him know a convenient time to pick the product up.

I HAVE REQUESTED AN EXCHANGE, WHEN WILL I GET IT?

• For Returns/ Exchange, reverse pick up will be done in 2-3 days once the request has is placed. It takes 7-10 days for the product to arrive at our warehouse, post which it undergoes a quality check. Once it passes the Quality Check, the request for exchange and refund for the return will be initiated within 72 hours. Once the product is dispatched from our warehouse, it will take 7-10 working days to be delivered to you. For any concerns, please write to us at hello@hipcastle.com.

CAN I EXCHANGE ALL PRODUCTS?

• Any free products received during promotional events shall not be eligible for an exchange. 

CAN I RETUR ITEMS BOUGHT IN THE CLEARANCE SALE/ FINAL SALE?

• We are happy to offer you great deals on all of our products. Please note that all clearance items marked as “Final Sale” cannot be returned or exchanged and are not subject to price adjustments.