FREQUENTLY ASKED QUESTIONS

Top Queries

Why are there different prices for the same product? Is it legal?

Helleaven is an online marketplace platform that enables independent sellers to sell their products to buyers. The prices are solely decided by the sellers, and Helleaven does not interfere in the same. There could be a possibility that the same product is sold by different sellers at different prices. Helleaven rightfully fulfils all legal compliances of onboarding multiple sellers on its forum as it is a marketplace platform.

How will I detect fraudulent emails/calls seeking sensitive personal and confidential information?

If you receive an e-mail, a call from a person/association claiming to be from Helleaven seeking sensitive confidential information like debit/credit card PIN, net-banking or mobile banking password, we request you to never provide such confidential and personal data. We at Helleaven or our affiliate logistics partner never ask for such confidential and personal data. If you have already revealed such information, report it immediately to an appropriate law enforcement agency.

Here are a couple of baits fraudsters often use to cheat consumers:

Congratulations! You have been nominated as a ‘Top Helleaven customer’ and are now eligible for a luxury gift item. Please share your proof of address and your debit/credit card details to avail this great offer.

Hi, I’m calling from Helleaven. We are happy to let you know that you have won an exclusive lucky draw coupon of Rs. 5000 on your latest purchase. Please share your credit/debit card number so we can credit the money directly into your bank account.

 

How will I identify a genuine appointment letter?

Please beware of the fraudulent individuals/agencies that are enticing job seekers by promising them career opportunities at Helleaven in lieu of 1.) recruitment fee 2.) processing fee 3.) security deposit 4.) software or equipment charges 5.) on-boarding charges etc. Please be cautious that, Helleaven and its recruitment partners never ask for any fee in exchange for an offer letter or interview calls. All offer related communications are sent from an official Helleaven email id only.

How do I cancel the order, I have placed?

Order can be cancelled before the product is dispatched. Once it is dispatched, you can not cancel the order. You would see an option to cancel within ‘My Orders’ section under the main menu of your website then select the item or order you want to cancel. In case you are unable to cancel the order from’My Orders’ section, you can refuse it at the time of delivery and refund will be processed into the source account, if order amount was paid online.

How do I create a Return Request?

You can create a Return in three simple steps

  • Tap on My Orders
  • Choose the item to be Returned
  • Enter details requested and create a return request
I have created a Return request. When will the product be picked up?

Number of days to pickup a product may vary as per the Logistics team that will be assigned to pickup your product. The product will be picked anywhere between 4 – 7 days.

I have created a Return request. When will I get the refund?

Refund will be initiated upon successful pickup as per the Returns Policy. The refund amount is expected to reflect in the customer account within the following timelines:

  1. NEFT – 1 to 3 business days post refund initiation
  2. Helleaven Credit – Instant
  3. Online Refund – 7 to 10 days post refund initiation, depending on your bank partner

 

Where should I self-ship the Returns?

You can send the return to the following returns processing facilities. Kindly do not send it to on any other address as the package would not be acceptable then.

HELLEAVEN APPARELS LLP
134-C, UGF, Bhagwan Nagar, Ashram, New Delhi – 110014
Ph: 9971380085

Shipping, Order Tracking & Delivery

What is Helleaven's Shipping Policy?

We strive to deliver products purchased from Helleaven in excellent condition and in the fastest time possible. If this is your first order with Helleaven, shipping will be completely FREE. Also, for all the subsequent Orders of Rs. 999/- or more, we will deliver the order to your doorstep free of cost. A platform handling fee of Rs. 59/- will be applicable to the orders under Rs. 999/-

1. If the order is cancelled, lost or un – delivered to your preferred location, we will refund the complete order amount including any platform handling fee, if paid online.

2. If you return an order delivered to you, platform handling fee will not be refunded.However if you self – ship your returns, we will reimburse self – shipment charges based on Helleaven ‘s Returns Policy.

For accounts whose return behavior violates our fair usage policy, platform handling 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 Helleaven'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 liberal returns 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 platform handling fee of Rs. 149 for all orders and disable cash on delivery option for accounts which have high percentage of returns and shipments not accepted by value of orders placed.

How do I check the status of my order?

Please tap on “My Orders” section under main menu of website to check your order status.

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

You can find out if Helleaven 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 Helleaven delivered to me?

Your order is dispatched through reputed logistic partners such as Bluedart, Delhivery, Ekart, ExpressBees etc.

Does Helleaven deliver products outside India?

Currently, we are not taking orders outside 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 48 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, bottomwear, masks etc.only exchange return option would be provided basis serviceability and product type