Shipping, Order Tracking & Delivery

What is Decode's Convenience Fee?

A Convenience Fee of Rs. 99/- will be applicable to the orders under Rs. 799/-, and Rs.69/- will be applicable for the orders with only personal care items under 499/-.

If the order is cancelled, lost or un - delivered to your preferred location, we will refund the complete order amount including the convenience fee, if paid online.

If you return an order delivered to you, order Convenience Fee will not be refunded. However, if you self - ship your returns, we will reimburse self - shipment charges based on Decode's Returns Policy. For accounts whose return behavior violates our fair usage policy, Convenience fee will be non - refundable irrespective of order value.

*Order value is calculated after applying discounts/VAT/GST or any other applicable charges.

What is Decode’s Fair Usage Policy?

We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our customer friendly return policy. These accounts typically return most of the items bought or choose to not accept our shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect a Convenience fee for all orders and disable the cash-on-delivery option for accounts that have a high percentage of returns and shipments not accepted by the value of orders placed.

**Further, upgradation to a higher Decode Insider Tier under the Decode Insider Program will not be approved for such accounts.

**Decode reserves the exclusive discretion to terminate your user account on the Platform if it believes that your usage of the Platform is in violation of the Fair Usage Policy and the Platform's Terms of Use.

How do I check the status of my order?

Please tap on “My Orders” section under main menu of App/Website/M-site to check your order status.

How can I check if Decode delivers to my PIN Code?

You can find out if Decode delivers to your PIN Code using the courier serviceability tool available on the product page. Please tap on “Check Delivery options” and enter your area PIN code in the respective field to get the required information about standard order delivery time and availability of Cash on Delivery for the Product selected. The PIN codes serviced by us are frequently updated, so if we do not deliver to your PIN code today, please come back and check to see if this has changed.

How are orders placed on Decode delivered to me?

All orders placed on Decode are dispatched through our own courier service - Decode Logistics or through other courier partners such as Blue Dart, Delhivery Etc.

Does Decode deliver products outside India?

No. At this point, Decode delivers products only within India.

How can I get my order delivered faster?

Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service and your area pincode is serviceable, you will receive a communication from our end.

I have received a partial item/partial order or an Untenanted/Void packet?

Kindly reach out to us for pilferage within 72 hours of delivery failing which the claim will not be entertained. Whilst we investigate, request you to please make note of the below pointers:

Please do not use the item for which claim is being raised.

You may be required to information’s like, short description of the case (A few questions will be asked to help us understand the scenario)

The snapshots of the packet and other boxes (If any) (Try to cover the sides which look tampered/damaged as per the Users

The refund for prepaid/Cash on delivery orders will be done after the investigation

You may not be liable for a refund, if he/she falls in any of the scenarios stated below:

Failure to provide adequate information about the case.

Failure to provide snapshots of the packet and box(if any)

If a pilferage delivery was received, pilferage claims must be made the same day.

You must not dispose of the packaging for 3 - 4 days post - delivery. We might need to pick-up your packaging for investigation at our end.

You have used the item for which claim was raised.

In case of a component missing from a multi-component item such as Kurta, Bed - sheets, inner wear sets etc.only exchange return option would be provided basis serviceability and product type