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Aug 24, 2018

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Jockey India

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JOCKEY INDIA
JOCKEY INDIA – FAQ’S

CONTACT INFO Jockey India

Page Industries Limited
Umiya Business Bay-Tower-1, 7th Floor,
Cessna Business Park,
Kadubeesanahalli, Varthur Hobli,
Bengaluru- 560103.
CIN: L18101KA1994PLC016554
Email: care@jockeyindia.com
Website: jockeyindia.com
Customer Support No. : 1860-425-3333

GENERAL Jockey India

1. How do I choose the correct size?

You can view the sizing information of a product by clicking on the Know your size link just above the size options on the product’s page. This link will open a specific size chart for the selected product’s category.

Our size charts have predefined sizes depending on the type of product. Jockey India

2. What do I do if a product is not available in my size or preferred colour?

If a particular product is not available in your size or your preferred color, you can choose to be notified when we bring it back in our stock. If you are logged on to our website as a User, your email id will be prefilled in the email text area, else you will need to enter your email id to be notified. We will email you as soon as the product is back in stock.

3. Is it mandatory to create a JockeyIndia.com account to shop?

Yes, it is necessary to create a JockeyIndia.com account to shop on this site. The process of creating an account shouldn’t take more than a couple of minutes. Your JockeyIndia.com account will allow you to track your orders, receive the status of your orders via email as well as remain notified on exclusive offers, newsletters and much more. Jockey India

4. How do I create a JockeyIndia.com account? Jockey India

Simply click “Join” at the top of the page and enter your details under Register.

5. What if I forget my password? Jockey India

If you have forgotten the password of your JockeyIndia.com account, click on the “FORGOT YOUR PASSWORD?” a link next to the “LOGIN” button. Clicking it will redirect you to a new page where you will be required to enter the registered email id of your JockeyIndia.account. After clicking “SUBMIT”, an email with a link to reset your password will be sent to the registered email id. Kindly follow the instructions on this email to create a new password for your JockeyIndia.com account.

6. How do I change my password? Jockey India

After logging on, you can change your password at any time by clicking on ‘Welcome’ or ‘Your Name’ on the top of the page. Clicking it will redirect you to “My Account.” Select the “Settings” tab and under “Personal Details” you will find “Change Password”. Clicking “Change Password” will open a pop-up which will prompt you for your current password and new password details.

7. I have received a password change initiation email. However, I did not raise any such request. What do I do?

If you have not raised such a request, kindly ignore this email. Your password will not be changed unless your proceed with the steps outlined in the email.

8. How will I know if my order has been placed successfully? Jockey India

As soon as your order is successfully placed, you will be redirected to the “Thank You” page which will have your order information. An email and SMS will also be sent as a confirmation with your order related details. Jockey India

9. Can I change my shipping address after I have placed an order?

We regret to inform you that once you have placed an order, you will not be able to change your shipping address.

10. Can I modify my order after it has been placed?

Once an order has been placed, it cannot be modified.

11. How will my order be delivered to me?

JockeyIndia.com has partnered with FedEx, GoJavas, DTDC, etc. courier services for shipment of the products. Depending on your location and reach, we will allocate the delivery of your order to one of our courier partners.

12. In how many days will my order be delivered?

The expected delivery date is calculated based on your location and reach. It will be mentioned on the “Thank You” page and in order related emails.

We stock all our products with us and attempt to process and ship each order on priority.

13. What is your Return Policy?

We have a 7 day Return Policy, that initiates from the date of delivery to the customer. To maintain strict hygiene standards of our products, we do not accept returns on Innerwears, Vests, Underwears, Briefs, Bras, Panties, Camisoles, Tank Tops, Shapewears, Thermals, Socks or any other product falling under the Innerwear category. However, we do accept returns on Outerwears. Please see our Return Policy Page for more information. Jockey India

14. How do I subscribe to JockeyIndia.com’s newsletter?

If you have created an account on JockeyIndia.com’s website, you will automatically be subscribed to our newsletters. If you want to subscibe to our newsletter without creating a JockeyIndia.com account, please type in your email address in the space provided next to “Newsletter Subscription.”

15. How do I unsubscribe from JockeyIndia.com’s newsletter? Jockey India

After logging on, you can unsubscribe from our newsletter by clicking on “Welcome” or “Your Name” on the top of the page. Clicking it will redirect you to “My Account.” Select the “Settings” tab, choose the “Inactive” option and click the “APPLY” button. On the newsletter, there will also be an unsubscribe link at the bottom of the email.

16. How do I search for a particular product on the website?

At the top of every page, you will find a Search box. Enter the keyword of what you are looking for within this Search box, and press the “Enter” button on your keyboard or button next to the text box. If you are still having trouble finding what you are looking for, kindly call our Customer Care number and we will gladly help you.

17. What if I receive a product with different design than what is displayed on the website?

We strive to deliver the product as it appears on the website. However, if it appears that the product design you received is different from what is displayed on the website, please note the following:
Products with check, print or stripe designs may be changed on a monthly basis. If this is the case, a particular deisgn may be discontinued or out of stock. We will explicitly mention this on the Product’s Page wherever this may be a possibility.
Certain colours on the website may slightly appear different from the original colour of the product. This may be due to the display resolution of your Web-browsing device.

If you would like to raise a request for this issue, please see below (Q18.)

18. How do I raise a request? Jockey India

To raise a request for any issue, please call our Customer Care at 1860-425-3333 or email us at care@jockeyindia.com. If you are emailing, kindly use the registered email id for your JockeyIndia.com account as it will allow us to better process your request. Once your request has been lodged, an email with a request ticket id will be sent to you.

RETURNS Jockey India

1. Is there any particular product which is non-returnable?

To maintain strict hygiene standars of our products, we do not accept returns on Innerwears, Vests, Underwears, Briefs, Bras, Panties, Camisoles, Tank Tops, Shapewears, Thermals, Socks or any other product falling under the Innerwear category.

2. Can a partial order be returned?

If you have ordered several products from jockeyindia.com, you are eligible to return a part of the order. Your order can only be returned as it was received:

The product(s) should be purchased only from www.jockeyindia.com and not from any other retailer be it online or offline.
Return request should be raised within 7 days from the date of delivery.
Product(s) should be unused (other than fit trial) and unwashed.
There should be no stains, marks, stitches or holes in the product(s) caused by the consumer.
All the tags and original packaging should remain intact and should be sent along with the product(s).
Original Invoice shall be returned with the product(s).
Product(s) should reach us in sellable condition.

Kindly visit our Return Policy page for more information.

Your return request will be further handled by our Quality Check Team’s standards.

Kindly note that during a promotion, specific rules will apply for returning a promotional product. We do not accept returns on consumer promotion / freebies if the correct product has been delivered, only in case we send a wrong product or wrong size we will accept return.

3. How much time does the return and refund process take?

After placing your return request with our Customer Care (1860-425-3333), it will take approximately 3 to 4 business days for our assigned courier service to pick up the product from the shipping address associated with that order.

The returned product will then be delivered to our warehouse where it will undergo an inspection by our Quality Check Team. Our Quality Check Team will conduct an analysis to determine if the product is suitable for a refund. Once deemed refundable, our Quality Check Team will initiate a refund request. An email will be sent to your JockeyIndia.com registered email id stating a refund has been approved for your returned product. Please note: It will take approximately 3 to 4 business days from receiving your returned product at our warehouse to initiating a refund request.

Once the refund request is initiated, the time taken for the refund amount to be reflected in your Bank account will depend on the mode of payment chosen upon purchase (Please see the table below). Also, depending on the mode of payment chosen upon purchase, the method for refund will be the following:

Payment Mode
Refund Method
Refund Receipt Time (After Initiation)
Credit Card
Reverse Credit
5 to 7 Banking Days
Debit Card
Credit in Bank Account
7 to 14 Banking Days
Net Banking
Credit in Bank Account
7 to 14 Banking Days
Cash-on-Delivery
Bank Transfer/NEFT
2 to 4 Banking Days
Wallet
Wallet
2 to 4 Banking Days

Please note that the table above approximates the Refund Receipt Time. The Refund Receipt Time for Debit Card and Credit Card modes of payment, will depend finally on the Bank. Please note that there may be an additional delay for Nationalized Banks.

We advise you to check your Bank Statement within the Refund Receipt Time for all modes of payment.

If you receive an SMS from your Bank whenever there is a credit transaction within your account, please note that if the refund amount is less than Rs. 5,000, you may not receive an SMS once the refund has been credited. We advise you to check your Bank Statement within the Refund Receipt Time.

Depending on the mode of payment chosen upon purchase and external circumstances, the total time it will take from the return product being collected to a refund being reflected in your bank account ranges from 10-20 banking days.

4. How do I know if the product I returned has reached your warehouse?

When your returned product has been received at our warehouse, an email will be sent to your JockeyIndia.com registered email id.

5. How will I receive my Refund?

– If the mode of payment chosen upon purchase was Credit Card, Debit Card or Net Banking, we can reverse the credit to the Credit Card, credit the Debit Card or credit the Net Banking account respectively. Please see the table in Q3. (above) for modes of payments and their refund methods.

– If the mode of payment chosen upon purchase was Cash on Delivery (COD), kindly read on: After placing your return request with our Customer Care, you will be required to email your Bank Account Details and Order Details to payments@jockeyindia.com from your JockeyIndia.com registered email id. When a refund request has been initiated by our Quality Check Team (see Q3. above), the Refund Amount (excluding the COD charge) will be remitted to your Bank Account.
The Bank Account Details and Order Details required to send to payments@jockeyindia.com are as follows:

1) Bank Account number

2) Account holders name

3) Bank branch

4) Bank name

5) IFSC Code (Indian Financial System Code)

6) Order ID

Kindly note that it will take approximately 2-4 Banking Days for the Order Amount to be transferred to your Bank Account.

6. How and where do I return a product?

Kindly call our Customer Care to raise a return request for your ordered product. Depending on the PIN Code given, the method for returning the ordered product will differ:

If the PIN Code given is accessible by our assigned Courier Services: Jockey India

1) A return request id will be sent to the registered email id of your JockeyIndia.com account.

2) Our assigned Courier Service will collect the returned product from the address and PIN Code given. It will take approximately 3 to 4 business days for our assigned courier service to collect the returned product (Kindly note that only two attempts will be made by our assigned courier service to collect the returned product).

3) Before our assigned Courier Service collects the returned product, please follow the instructions on our Return Policy page or the returned product will not be deemed refundable.

4) You must return the gift or promotional item which accompanied the order.

5) Kindly ensure that the product(s) you wish to return is safely placed in a deliverable package. This is to prevent any externalities occuring to the returned product as it gets transported to our warehouse.

6) Please do mention the Return Request ID sent to your registered email id and send the package to the delivery address mentioned below

Page Industries Ltd, Jockey Campus,
E-Commerce Warehouse (1st Floor)
Unit 4 D, Survey No. 103 / 2 & 3,
Kodichikanhalli Main Road,
Hongasandra Village, Begur Hobli,
Bengaluru – 560068
Contact Number: 080-40816777

7) For further details, kindly see Q3. above. Jockey India

If the PIN Code given is not accessible by our assigned Courier Services:

1) Call us and inform us that you want to initiate a request for a refund. A return request id will be sent to your registered email id.

2) Your ordered product can only be returned as it was received: The product(s) should be purchased only from www.jockeyindia.com and not from any other retailer be it online or offline.
Return request should be raised within 7 days from the date of delivery.
Product(s) should be unused (other than fit trial) and unwashed.
There should be no stains, marks, stitches or holes in the product(s) caused by the consumer.
All the tags and original packaging should remain intact and should be sent along with the product(s).
Original Invoice shall be returned with the product(s).
Product(s) should reach us in sellable condition.

3) Please follow the instructions on our Return Policy page or the returned product will not be deemed refundable.

4) Kindly ensure that the product(s) you wish to return is safely placed in a deliverable package. This is to prevent any externalities occuring to the returned product as it gets transported to our warehouse.

5) Please do mention the Return Request ID sent to your registered email id and send the package to the delivery address mentioned below Jockey India

Kindly ensure that the delivery method you choose provides a Tracking Number (or Waybill Number). This helps us to track and monitor the package.

6) Once obtaining the Tracking Number (or Waybill number), kindly contact our Customer Care. Inform our Customer Care of the Return Request ID and the Tracking Number (or Waybill Number). The Tracking Number (or Waybill Number) is required on our end to track the package being delivered.

Upon receipt of the package by our warehouse, we will issue a cash-back gift coupon upto a maximum of Rs. 100/- against courier charges to be used in your next purchase within 30 days of Gift Coupon issuance.

7. If I wish to return an ordered product, is a doorstep pick-up available?

Doorstep pick-up is available depending on the PIN code of the address given. Please see and kindly follow the instructions in Q6. (above) for further details.

8. I have ordered a product and have incurred a Shipping Charge for this order. If this ordered product needs to be returned: will I be refunded the Shipping Charge (incurred upon ordering of this product) along with the refund for the product?

After following the instructions for returning your ordered product in Q6. (above), kindly read on. The returned product will then be delivered to our warehouse where it will undergo an inspection by our Quality Check Team. Our Quality Check Team will conduct an analysis to determine if the product is suitable for a refund. If the product returned is of a different style no. than what was ordered, or if a Manufacturing Defect is found on the returned product, the Shipping Charges (incurred upon ordering of this product) will be refunded along with the refund for the product.

Kindly note that the Shipping Charge will only be refunded when all the products in the initial order have been returned. Kindly note that Shipment Charges shall not be refunded in case of partial return.

Please see Q3. (above) for further information on the processing of the Refund.

9. For Cash on Delivery orders: I have ordered a product and have incurred a Cash on Delivery (COD) Charge for this order. If this ordered product needs to be returned: will I be refunded the COD Charge (incurred upon ordering of this product) along with the refund for the product?

After following the instructions for returning your ordered product in Q6. (above), kindly read on. The returned product will then be delivered to our warehouse where it will undergo an inspection by our Quality Check Team. Our Quality Check Team will conduct an analysis to determine if the product is suitable for a refund. If the product returned is of a different style no. than what was ordered, or if a Manufacturing Defect is found on the returned product, the COD Charge (incurred upon ordering of this product) will be refunded along with the refund for the product.

Kindly note that the COD Charge will only be refunded when all the products in the initial order have been returned. Kindly note that Shipment Charges shall not be refunded in case of partial return.

Please see Q3. (above) for further information on the processing of the Refund.

10. If I wish to return an ordered product, but my PIN Code and address is not accessible by your assigned courier service, will I be reimbursed for shipping the returned product myself?

We appreciate you in using your own delivery partner to return the ordered product. Once the returned product has been deemed as refundable by our Quality Check Team, we will issue a 30 day valid Gift Coupon (upto Rs. 100) to your JockeyIndia.com registered email id. The coupon’s validity starts upon issuance to your registered email id.

11. I have returned my ordered product and have received a refund request for both the product cost and its shipping charges (incurred upon ordering of the product). It has been more than 14 days since issuance of the refund request, but a refund has not been reflected in my Bank Account. Where is my refund?

Kindly read Q3. (above) before reading on.
If a refund has not been received, beyond the Refund Receipt Time: kindly contact our Customer Care or email ourselves at care@jockeyindia.com from your JockeyIndia.com registered email id.

12. Refund Scenarios

a) Example – Cash on Delivery (COD) Orders Jockey India

Refund Break Up when the returned product is not deemed as a ‘Manufacturing Defect’ or is different from what was ordered andwhen the returned product is covered under the Return Policy.

Important Note: If for any reason a Prepaid order is not delivered to the customer, then in that case total order value will be refunded to the customer. Jockey India

PAYMENTS

1. What are the modes of payment available on the website?

– You can make a payment via Credit Cards, Debit Cards or Net Banking.

– You may also choose to pay via Cash on Delivery. In this mode the payment is made at the time of the delivery of your order. However, there is a convenience charge associated with it.

2. Are the payment modes specific to PIN codes?

For certain PIN codes, Cash on Delivery will not be available. Only Debit Card, Credit Card and Net Banking payment options can be used for these locations. Please view the list of PIN codes before choosing a payment mode.

3. How do I make a payment if the Cash on Delivery option is not available on my address/PIN code?

If the Cash on Delivery payment option is not available on your address/PIN code you can always make a payment via Credit Card, Debit Card or Net Banking.

4. Is it safe to shop online using my Debit card or Credit Card?

All our Credit Card, Debit Card and Net Banking transactions are processed over a secure encrypted connection. We use Citrus and ICICI payment gateways. Citrus provides 256 bit SSL (Standard Socket Layer) encryption certified by VeriSign; and ICICI provides 256 bit SSL too. So you can be rest assured about the mode of payment you choose.

5. What is the process for making a Cash on Delivery purchase?

It’s simple! You just have to choose the Cash on Delivery option on the Payment page. Once you have placed your order we might call, email or sent an SMS for a confirmation.

6. Is there a charge/fee associated with the Cash on Delivery orders?

Yes, there is a non-refundable convenience fee of Rs.69 associated with the Cash on Delivery orders. However, in case of prepaid orders (paid via Credit Card, Debit Card or Net Banking) these charges are not applicable. Jockey India

7. Are there any hidden charges if I am buying Jockey products online?

We do not levy any hidden charges on our products. The sales tax and Octroi (wherever applicable) is borne by Jockey India. You only have to pay the amount that you see in your order summary.

8. What do I do if my payment fails while placing an order?

If your payment fails, please try placing the order again with accurate details, i.e. Credit Card/Debit card Details, Account details, Billing address, Password (for Net Banking) etc. Also keep a check that your Internet connection is not interrupted during the process.

If your account has been debited with the amount after a payment failure, it will be credited back within 7 business days. You can write to us on care@jockeyindia.com and payments@jockeyindia.com or call our Customer Support Center at 1860-425-3333 with your order number for any further clarification. We shall need your transaction ID and Bank Statement for resolution of your complaint. In the meanwhile, you may also check with your Bank to know more about the exact time taken for the credit to appear. Jockey India

9. I saw transactions in my Bank Statement from JockeyIndia.com, I haven’t shopped. What do I do?
If there are any debits/charges in your Bank Statement from JockeyIndia.com even when you have not shopped from us, please check with your friends, family or colleagues to find out if there has been a payment made on your behalf. If you’re still unable to recognize the charge, please report the unauthorized purchase within 60 days of the transaction so that we can look into it.

10. I am not able to club coupons with Cash on Delivery orders. What do I do?
We regret to inform you that you cannot club coupons with your Cash on Delivery orders. However, you can avail them if you select to pay via Credit Card, Debit Card or Net Banking.

SHIPPING Jockey India

1. When will I receive my order?

We take utmost care to deliver your order within the committed timelines. The date of delivery depends on your destination PIN code which is shared on the “Thank You” page and the order related emails and SMS.

2. Is there any shipping charge associated with the orders?
JockeyIndia.com offers free nationwide shipping on all orders of Rs.599 and above. A nominal shipping charge of Rs.39 will be applicable for orders below Rs.599. Please note that this shipping charge is different from our Cash on Delivery convenience fee. We charge Rs.69 as a convenience fee flat on all Cash on Delivery orders and it is completely waived off for all prepaid orders.

3. If I buy multiple products in one order, will I receive all of them in a single package?
In most of the cases, you will receive your order in a single package. However, if there are bulky items or a particular product is not available with us (which is a rare possibility), you might receive your order in multiple packages.

4. How can I check if JockeyIndia.com delivers to my PIN Code?

You can find out if JockeyIndia.com delivers to your PIN Code by using the courier serviceability functionality located on the product detail pages.
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.

5. How do I check the status of my order?

We update our customers via emails at every step with the status of their orders.
You can also check the status of your order at any time by logging into the “My Account” section. It also has a courier tracking number that can be used to track the status of your order at our courier partner’s website. Please note that it may take up to 24 hours for the order status to be updated on our courier partner’s website. Jockey India

6. Can you ship one order to multiple addresses?

No, you can only have a particular order delivered at one address. Please place multiple orders, in case you want to ship them to multiple addresses.

7. Can I expect the delivery of my order on all days of the week?

You can expect the delivery of your order only on business days. Business days are all working days from Monday to Saturday, excluding national and state holidays. Also, we do try to deliver on Sundays in case a fast delivery is required.

8. Why did I receive a partial Order?

This is a rare instance! However in case you have received a partial order, this might be due to the unavailability of that item in our stock. We will definitely send you the remaining items once we get them back in our stock. In case we cannot fulfill your purchase, we will refund you the payment made towards that product. Jockey India

9. Why is the Cash on Delivery option not available to me?

Based on your location the Cash on Delivery option may not be available to you. The Cash on Delivery option is not offered by our courier partners at a few serviceable locations. However, you can always opt for a payment through Credit Card, Debit Card or Net Banking.

10. How/where can I track my order?

We will always send an email and SMS to you after your order is dispatched from our warehouse. It will contain the tracking number and name of the logistics provider. Please visit the website of the logistics provider and enter the tracking number for your shipment details. Here’s a list of our logistics providers:

FedEx
http://www.fedex.com/in/
GoJaVas
http://gojavas.com
Delhivery
http://www.delhivery.com/

11. The order was not delivered in Expected Delivery Time. What should I do?

We sincerely apologise if the order was not delivered in the Expected Delivery Time. The delay may be due to:
External circumstances such as inclement weather. Jockey India
External factors beyond the control of both the assigned courier service and Jockey India.
Kindly visit the website of the assigned courier service (See table in Q10. above) to track the order. If the assigned courier service’s website does not provide helpful information on the order, kindly call our Customer Care. Our Customer Care will provide yourself the information on the status of the order and will ensure the order is delivered as soon as possible.

12. The order packaging appears to have been tampered with? What should I do?

We sincerely apologize if the order packaging appears to have been tampered with.

At the time of delivery, if the order packaging appears to have been tampered with:
Kindly do not accept the order from the assigned courier delivery person.
Kindly call our Customer Care to notify ourselves that the order has been returned. For more information after this process, kindly read Q3 (Returns, above).
After delivery, if the order packaging appears to have been tampered with:
1) Kindly read Q6. (Returns, above).

13. The ordered product appears to have a defect. What should I do?

At the outset, we sincerely apologize if the ordered product appears to have a defect. We further request you to: Jockey India
Kindly do not wear the ordered product for more than 5 minutes.
Kindly do not wash the ordered product.
Kindly call our Customer Care to raise a return request as soon as possible.
For more information on the return request, kindly read Q6. (Returns, above) and for more information on our Return Policy, kindly visit our Return Policy.

14. I wish to return and obtain a refund for a Jockey product that was not purchased from jockeyindia.com. Is this possible?

We regret to inform you: Jockey India
1) That only Jockey products purchased from jockeyindia.com can be returned and have a refund issued.

Kindly visit the retailer who has sold yourself the Jockey product you wish to return.