Shipment & Delivery
How are orders delivered?
All orders placed on Onset Homes are dispatched through our courier partner, Shiprocket.
Can I get my order delivered faster?
Unfortunately, we do not have any expedited delivery service available at this time.
Who delivers my order?
Our delivery partners from Shiprocket will deliver your order. Up to three delivery attempts are made before an item is returned. Please provide a working mobile number and full shipping address.
Where are orders processed from?
Orders are processed from our warehouse in Kolkata and delivered to your shipping address. Please provide a complete address with the correct ZIP code.
Do you offer in-store pickup for online orders?
No, all orders are delivered directly to the customer. We do not offer in-store pickup.
How can I track my order?
Registered customers can sign in, go to My Orders, and click on Order Details for tracking information. Guest customers can track their order from the tracking link in their order confirmation.
Payment
What payment modes do you accept?
We accept all major debit and credit cards, including Visa, Mastercard, and RuPay. We also accept Net Banking from major banks, UPI (Paytm, PhonePe, Google Pay), and payments through RazorPay.
What if money was debited but the order was not confirmed?
In most cases the amount is reverted to your account within 24 hours. If a technical issue occurred on our end, we will cancel and reissue the order.
What if my payment fails or is declined?
If your payment fails, you can try placing the order again. If the amount has already been deducted, please do not retry — we may have already received your order. For declined payments, please check with your bank or try clearing your browser cache.
I was charged multiple times for a single order. What should I do?
Please write to us at hello@onsethomes.com with screenshots of the transaction details. We will resolve the issue within 7 working days.
Can I pay with two different cards for one order?
We accept only one credit or debit card per order. You can place two separate orders if you would like to use different cards.
How do I use a credit note?
Sign in with your registered email, add products to your cart, fill in the shipping details at checkout, and select the credit note checkbox on the payment page to apply it to your order.
Order Changes & Cancellations
Can I cancel my order?
Orders can only be cancelled before dispatch. Once an order is dispatched, it cannot be cancelled and the regular exchange process applies.
Can I change colour or other customisations after placing an order?
No, customisations cannot be changed after an order is placed. Please use the customisation options on the product page before checkout.
Will I get a refund if I cancel?
We only offer product exchanges. If you are not satisfied after an exchange, we will issue you a credit note.
Returns & Exchanges
Is my order eligible for exchange?
If a defect is found in the product delivered (wrong colour, tear, or a different product altogether), it is eligible for exchange. Please photograph the product and share the images with us when you raise the request.
When will I receive my exchanged product?
You will receive the exchanged product on or shortly after the day of pickup of the original item.
When will I get my credit note?
If we cannot exchange your product because the item is out of stock, we will issue a credit note valid for up to one year, redeemable on future orders.
Do you offer returns?
No. We do not offer returns — we only offer product exchanges for damaged or defective items.
Product Queries
I cannot see a product online. What should I do?
The product may be sold out. You can use the Notify Me option on the product page to be alerted when it is back in stock. If no Notify Me option is shown, the product may be discontinued.
Where can I find product information like fabric and material?
Please refer to the description and specifications on each product page.
My cart is empty — what happened?
The product you added may have sold out and was removed from your cart.
Do cushions include a filler?
No, you receive only the cushion cover. You can add a filler using the customisation options on the product page.
How should I care for the products?
Dry cleaning is the best option for stains and overall care. Please avoid bleach or harsh chemicals. Always follow the care instructions on the product tag.
Will the product colour match exactly what I see online?
Colours may vary slightly depending on the device used to view our website (laptop, phone, etc.).
Other Queries
Can I pick up my order in store?
No, we do not offer in-store pickup.
How do I contact Onset Homes customer care?
Reach us by phone at +91 80175 23250, by email at hello@onsethomes.com, or by direct message on Instagram or Facebook.
Why are some products available only on the website?
A few products with limited inventory are made available online only.
Contact
Phone: +91 80175 23250
Email: hello@onsethomes.com
Hours:
Mon – Fri: 10am – 6pm IST
Saturday: 10am - 4pm IST
Sunday: Closed