Frequently Asked Questions (FAQ):

 

You may have some questions regarding the services or your order.

Please feel free to reach us at: [email protected]

We’ll promptly respond to your queries. In the meanwhile, we’ve compiled a few frequently asked questions. Maybe your question has already been addressed, read down below to find answers.

TOP QUERIES:

  1. How will I detect fraudulent emails/calls seeking sensitive personal and confidential information?
    We only connect with our customers via registered mobile no. & registered email ID mentioned on our website. We do not ask our customers information related to credit/debit/net-banking details/emails.
  2. How do I cancel the order I’ve placed?
    You simply need to head to your “Orders” and select the option of “Cancel & Return My Order”. Should there be any query, please reach out to us at [email protected]

     

  3. How do I create a Return & Replace Request?
    You simply need to head to your “Orders” and select the option of “Return & Replace My Order”. Should there be any query, please reach out to us at [email protected]

     

  4. I have created a Return Request. When will the product be picked up?
    Our delivery partner will take a span of 0-5 business days to pick up the products.
  5. I have created a Return Request. When will I get the refund?
    We take 0-10 business days to make the refunds from the day we pick up the products and receive it in our warehouse.
  6. Where should I self-ship the Returns?
    You must send it back to the below address –
    Name: HOUSE OF TOMAR
    Address: AVS Group, 2nd Floor, DC Nand Plaza,
    Sadar Bazaar, Agra Cantt., Agra – 282001

 

SHIPPING, ORDER TRACKING AND DELIVERY:

What is HOT’s Shipping Policy?
We strive to deliver products purchased from HOT in excellent condition and in the fastest time possible. A platform handling fee of Rs. 99 will be applicable to the orders under Rs. 1999.

  1. If the order is 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/cancel an order after it has been delivered to you, platform handling fee will not be refunded. However, if you self – ship your returns, we will reimburse self – shipment charges. For accounts whose return behavior violates the usage of our products and with our customer support, platform handling fee and order value will be non – refundable irrespective of order value.
    *Order value is calculated after applying discounts / VAT / GST or any other applicable charges.
  3. How do I check the status of my order?
    Head to your account and click on the “Orders” section to check your order status.
  4. How can I check if HOT delivers to my PIN Code?
    You can see if our delivery partner delivers to your PIN Code by using our courier servicing tool available on the product page. Click on “Check Delivery Options” and enter your Area PIN Code.
  5. How are orders placed on HOT delivered to me?
    All the orders placed by our customers are delivered through our courier and delivery partner, i.e. Delhivery.
  6. Does HOT deliver products outside India?
    No. We only deliver products within India.
  7. I have received a partial item/partial order or an Untenanted/Void packet. What do I do?
    If the products and/or packaging received by you has been tampered with, please connect with our Customer Care Team within 48 hours of receiving the product, to raise an issue of pilferage. Our team will connect with you to discuss it further.

 

CANCELLATIONS AND MODIFICATIONS:

  1. What is HOT’s Cancellation Policy?
    You can cancel an order placed with us, till the time it is in packed status and has not been shipped yet. This includes items purchased on sale also. The refund of which shall be initiated and credited into your account within 0-10 business days.
  2. Can I modify the shipping address of my order after it has been placed?
    No
  3. How do I cancel my Order?
    You simply need to head to your “Orders” and select the option of “Cancel & Return My Order”. Should there be any query, please reach out to us at [email protected]

     

  4. I just cancelled my order. When will I receive my refund?
    The refund of which shall be initiated and credited into your account within 0-10 business days.

SIZE CHART:

TOPS & DRESSES

BRAND SIZE

TO FIT BUST

TO FIT WAIST

TO FIT HIP

XS

32

26

34

S

34

28

36

M

36

30

38

L

38

32

40

XL

40

34

42

BOTTOMS

BRAND SIZE

TO FIT BUST

TO FIT WAIST

TO FIT HIP

XS

26

34

S

28

36

M

30

38

L

32

40

XL

34

42

 

RETURN AND EXCHANGE:

  1. What is HOT’s Return and Exchange Policy? How does it work?
    If you return and exchange an order after it has been delivered to you, you simply need to head to “My Account” and go to the “Orders” section. Then select the option of “Return & Replace My Order”. Should there be any query, please reach out to us at [email protected]. We charge a platform handling fee of Rs. 99 which will not be refunded. For accounts whose return behavior violates the usage of our products and with our customer support, platform handling fee and order value will be non – refundable irrespective of order value.
    *Order value is calculated after applying discounts / VAT / GST or any other applicable charges.
  2. How do I place an exchange request on HOT?
    You need to head to “My Account” and go to the “Orders” section. Then select the option of “Return & Replace My Order”. Should there be any query, please reach out to us at [email protected].

     

  3. How long would it take me to receive the refund for a returned product?
    Our delivery partner will take a span of 0-5 business days to pick up the products. We take 0-10 business days to make the refunds from the day products have been picked up and received in our warehouse.

 

PAYMENT:

  1. How can I pay for my order at HOT?
    You can make the payment via Netbanking, Debit/Credit Cards and Cash on Delivery (if applicable in your area).
  2. How does the COD (Cash on Delivery) payment option work?
    Our Cash on Delivery option is available for orders above 999 only. While you’re placing the order with us, and you’re in the final stage of selecting a mode of payment, please select COD as your preferred option.
    Please Note: COD is available in selected PIN Codes only, as stated by our delivery and courier partner.
  3. Do you give an EMI payment option?
    No, we don’t give an EMI payment option currently.

 

CUSTOMER CARE:

  1. What is your customer care working hours?

Our operation hours are from 10 am to 5 pm, Monday to Friday. We are closed on Public Holidays and Regional Holidays. You can always reach us at [email protected] and we shall get back to you within 48 hours.