About Koovs

To shop at KOOVS do I have to register? If yes, why?

You need to register at KOOVS.COM so that we can enhance your shopping experience every time you visit us. We keep you updated on your orders and refunds through SMS/email. Though we allow you to shop as a guest, we automatically register you.

How do I register myself?

You can register yourself by clicking on this Registration Link. Once registered, you can enjoy regular updates and services from KOOVS.COM.

Do I need to give my email ID and mobile number for registration?

Yes we will ask you for the details so that we can have your purchase delivered to you at your doorstep.

Is my personal information secure at KOOVS.COM?

Please be rest assured that your information is secured with us. Please do refer to Privacy policy for further information.

Do I need to pay for registration?

It is absolutely free and you only pay for your purchases.

For how long is my registration valid?

Once registered, you can come back to us anytime you want.

I forgot my password, what do I do?

Simply generate a new password by clicking on “Forgot Password” option at sign in/log in page. An email with link to generate a new password will be sent to your registered email Id.

If I need to update my account information, what steps do I follow?

Login in to KOOVS.COM, click on “My Account” and update information under your profile.

How do I unsubscribe from your promotional Emails?

Login in to KOOVS.COM, click on “My Account” and unsubscribe from my profile.

I am based out of India and I want to place an order with a delivery address in India. Is it possible?

We will be happy to ship you the product/s if the pin code you have selected is serviceable by our courier partners.

Which category products do you sell online?

KOOVS.COM is online fashion store catering to men and women fashion categories like apparels, shoes, accessories from brands and our own brand KOOVS.

How do I know my size?

We have provided size chart for each and every category which can be used for making a purchase. The size chart has US, UK and European sizes with conversions for easy references.

Do you provide warranty/guarantee for merchandise?

All products are authentic and sourced directly from vendors/brands. If manufacture provides warranty/guarantee for product then it is mentioned specifically.

I have placed an order but it’s not appearing in the ‘My Account' section. Why is that so?

Do not worry! You might be experiencing some slight delay in the updating of your order details to the ‘My Account' section, for sometimes our systems are flooded with new orders. So please be patient—Your order details will be automatically updated soon.

How do I add more products to my order?

Unfortunately you can’t do that but you can always place a new order and we will be happy to deliver the same to you.

How can I use a voucher in the ‘My Account’ section to place an order?

Add product/s to your cart and proceed to check out, and enter voucher code in apply promo code section.

What are the shipping charges I need to pay for an order under INR 1199?

All orders below INR 1199 will be levied a shipping charges of INR 199 which is non-refundable. In case of partial cancellation by customer if total cart value goes below the free shipping amount , KOOVS.COM reserves the right to recover the shipping charges of Rs. 199/-.

Is there a limit to the quantity that I can order?

We do not want to restrict you from shopping at your favourite online fashion store and thus there are no restrictions on quantity that you can order.

How do I apply the refund voucher provided to me?

Add product/s to your cart and proceed to check out, and enter voucher code in apply promo code section.

Do you take orders over phone?

We are happy to do so and at present place only Cash On Delivery orders for you.

My order is placed. What happens next?

You will receive a CONFIRMATION email and SMS .We will try to dispatch your order within 24 to 48 hours from our warehouse and will keep you informed at every step. You can also track your order through our website from ‘My Account’ section. It sometimes takes up to 24 hours for the tracking to be updated after an order is handed over to the delivery service provider.

Why do I sometime see price variations on same product? What is the KOOVS.COM pricing policy?

There are a number of factors that determine a product's price. Prices and discounts are predefined for certain products in accordance with the brand guidelines. Any change in brand's price shall be reflected on our website as and when fresh stocks are purchased. Thus you may see certain products may be available at different prices at the same time. For our own KOOVS brand we keep on adding stocks to bestsellers and thus you may see price variations on the same product within a short span of time. We regularly launch End of Season Sales and promotional campaigns for our customers, where the prices may appear different for that period of time. Once the campaign is over the prices will be either restored back or may change again. KOOVS.COM reserves the rights to change prices at its sole discretion.

What payment methods are accepted at KOOVS.COM?

We accept Master/Visa credit cards and all major Debit Cards. We also have an option of net banking and Cash on Delivery for our customers.

Why is tax being charged?

Tax is levied on the sale of any commodity, which here represents Good and Service Tax (GST). This tax is collected and deposited by KOOVS.COM to the relevant government authorities.

Is it safe to shop online using my debit/credit card?

When you shop with us you can conveniently keep all your worries and concerns behind. We strive to ensure a safe and secure shopping experience to our customers. To make sure that our customers' shopping experience is private, safe and secure, all Credit Card, Debit Card and Net Banking transactions are processed using a secure encrypted connection to keep your transaction details confidential at all times. We do not keep your details on file; this is why we ask you for your card details each time you make a purchase.

What happens if my debit/credit card has been compromised while making a payment online?

We do not collect or store your credit card information. If you suspect any such thing, then please report this to your bank immediately.

What happens to my money deducted from my debit card/credit card/Net Banking for an unsuccessful order?

If your card is debited and no order placed, no need to panic at all! Please check your bank/credit card account, as if the money is debited on a failed transaction, it will be rolled back into your account within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please contact your bank for updates. If the transaction is successful and the money has been credited to our account we would initiate refund within 3 days of your request.

What happens if the merchandise added to cart goes out of stock?

If a product goes out of stock while adding it to your shopping cart or after you have added to your cart, you will be updated immediately. You will not be able to place order with out of stock product/s

Can I cancel an order?

Yes, you may cancel an order within 24 hours from the time of placing the order. Login in to KOOVS.COM, click on “My Account” and select the order which you wish to cancel. Cancel the order by clicking on “cancel order” button.

Can I cancel my exchange order?

Once your exchange order is confirmed then simply cancel the order by following above steps. To cancel on-hold exchange orders, contact our customer care team and they will assist you with same.

Why was my order cancelled by KOOVS.COM?

Though we would love to deliver you your purchase every time you order from us but sometimes due to product failing quality checks at our end we would be forced to cancel your order.

Can I cancel a partial order?

Yes, you may cancel a partial order before the order is processed. To cancel partial orders log into your account on and cancel transaction that you no longer require. You might not be able to do partial cancellation in some promotional offers.

Do you deliver out of India?

At present we deliver only in India.

What happens if I am not available when you deliver the merchandise?

For all Online Order our Delivery service providers will make three attempts to deliver before the product will be returned to our warehouse. After this it may be re-dispatched as per customer’s request. In case of Cash on Delivery Order, the Delivery Service provider normally calls before making delivery attempt. If customer is not present when our delivery service provider attempts to deliver the order, three more attempts are made automatically and after that product is returned to our warehouse.

Can I book an order for delivery to more than one address?

Each order is shipped only to a single address. However if you wish to ship products to different addresses, you may do so by placing multiple orders.

What are the shipping charges and/or are there any additional charges?

Free shipping is available on all products, subject to a minimum order value. A Non-refundable charge of Rs. 199/- will be applied to all orders below Rs. 1199/-.

How can I track my order?

You can track your order status in the “My Account” section. Once it is dispatched, the shipment details are updated in your account, which you can track on the respective courier’s website.

What is the stipulated delivery time for an order?

Depending upon your location delivery may take 3 to 5 working days after the order is dispatched from our warehouse.

What is the validity of a promotional voucher?

These vouchers are limited-time promotions and their validity will be specified accordingly.

Can I use this voucher on all items?

It is not applicable on the purchase of sale items and cannot be combined with other promotions/offers. It is not valid on watches, innerwear, and loungewear and beauty products. Brands listed below are not part of any vouchers/discounts unless and until specifically listed in promotions/offers. The brands are as below:-

• COVER STORY
• HEY
• FILA NBNW
• RIG
• INDIGO NATION
• SCULLERS
• SCULLER FOR HER
• JEALOUS
• CONVERSE
• BUFFALO
• BARE
• UMM
• CHAMPION
• JEALOUS 21
• Lee Cooper
• SKULT by Shahid Kapoor

What are the terms and condition of this voucher?

The terms and conditions will vary with promotions/offers and will be specified during the promotion campaign.

Where do I apply the promotional voucher?

Add product/s to your cart and proceed to check out, and enter voucher code in apply promo code section.

Can I club two vouchers?

No two promotions/offer can be clubbed. At present we do not allow you to club refund vouchers with promotional vouchers.

How do I return the product/s?

At present due to COVID-19 we are not accepting returns/exchange.

How do I exchange the product/s?

At present due to COVID-19 we are not accepting returns/exchange.

When will my exchange item be shipped?

Exchange items are shipped within 24 hours after the item returned has passed quality checks.

What categories fall under non-returnable categories?

Following product categories fall under "No Return/Exchange" unless there is an inherent damage/quality issue at the time of delivery due to a miss from our quality team.

• Sleepwear
• Lingerie
• Swimwear
• Beachwear
• Accessories
• Beauty products
• Socks
• Any freebies

What should I do if my order is received in a damaged condition?

We apologize for this however in a rare case you happen to receive a damaged/defective product, please notify us within 24 hours of receipt. We might request you to share a photograph at care@m-eretail.com.

What should I do if I receive a different item from the one that I have ordered?

We apologize for this, however in a rare case where you happen to receive a different product from what you had ordered, please notify us within 24 hours of receipt. We might request you to share a photograph at care@m-eretail.com.

Why do I need to self-ship?

In case your pin code is not serviced by our courier partner, you will have to self-ship the product(s) back to us, to reach our Returns Department.

Will I receive a voucher/s in case of self-shipped product/s?

For all self-shipped returns, you will be reimbursed INR 100 towards your shipping costs as a voucher which can be used for future purchase on our website. The same is subject to your returns being inspected and quality checked on receipt in our warehouse.

Where do I need to self-ship my products?

Shipping Address for self-ship product/s:-

Marble E-Retail Pvt. Ltd., Plot number 54 B, Sector 18, Gurugram, Haryana - 122015

My return request was initiated but the reverse pick-up has not yet been done. What should I do?

Normally it takes 3 to 4 working days for a reverse pick but in case no courier partner has contacted you please feel free to contact us at 0124-6770000 10 am to 7 pm (Monday to Saturday) or email us at care@m-eretail.com

I need to return more than one product, so can I hand over all the products to the reverse pick-up person in one go?

At present for every product’s reverse pick up is done separately, thus we request you to only hand over the product for which the return was initiated.

I ordered the same product in more than one quantity. How do I do a partial return?

Please contact us at 0124-6770000 10 am to 7 pm (Monday to Saturday) or email us at care@m-eretail.com and our team member will help you.

What are the refund options available to me?

You can choose to get your refund in the following ways:

• Cash refund via bank transfer into your account for all COD orders
• Money back to the paid account/ credit card for all online orders.
• A Coupon Code of the refund value in your KOOVS.COM account, which can be redeemed against any purchase. You may check the issued Coupon Code under the ‘Coupons’ section, by clicking on ‘My Account’ at KOOVS.COM.

How do I get my balance refund-voucher amount?

Please contact us at 0124-6770000 10 am to 7 pm (Monday to Saturday) or email us at care@m-eretail.com and our team member will help you.

Will I get refund of my Shipping Charges in case of return?

No. Shipping charges are non-refundable.

How do I get in touch with KOOVS.COM?

Please contact us at 0124-6770000 10 am to 7 pm (Monday to Saturday) or email us at care@m-eretail.com

What are the Customer Care working hours?

We work 10 am to 7 pm Monday to Saturday.

I want to sell my products on KOOVS.com. Whom do I get in touch with?

Write to us on care@m-eretail.com and we will assist you further.

Is there a bug bounty program at Koovs?

Koovs will give a Certificate of Recognition for every bug found and reported to us. In case you have a found an issue, you can email us at care@m-eretail.com. Cash or in-kind rewards are not supported currently.