FAQs

My Account

How do I create an account?

You can set up your “THE SHIRT FACTORY” account in easy ways :

To set up your account using our Sign Up page, simply follow these steps:

  1. Click 'Sign In' at the top of the page.
  2. Click 'Sign Up' from the drop-down box.
  3. Enter your name and email address.
  4. Create a password and confirm it.
  5. Select your gender.
  6. Click Create Account Now.

 How do I change my email address?

We’re sorry, you will not be able to change the email address you’ve used to create your existing account. If you’d like to use a different email address, you’ll have to sign up and create a new account.

How do I change my password?

To change your password:

  1. Sign in to your “THE SHIRT FACTORY” account.
  2. Click 'Forgot Password'.
  3. Enter your current email Id and submit it.

How do I change my billing address?

To change your billing address:

  1. Sign in to your “THE SHIRT FACTORY” account.
  2. Go to the My Account section.
  3. Click on the Address Book tab on the left of the page.
  4. Click on the Add a New Address link at the top of the page.
  5. Make your changes and save your new billing address.

 Is my account and payment information secure?

Your account, Debit Card and Credit Card information are secured by best-in-class 256-bit SSL encryption. To keep your personal and payment details safe, we ensure that sensitive and private data exchanges between you and “THE SHIRT FACTORY” happen over a Secure Sockets Layer (SSL) communication channel, and are encrypted and protected with digital signatures.

SSL-secured communication channels are specially designed to protect all personal and sensitive information sent over the Internet. For security reasons, we only store and display the last four digits of your Debit Card or Credit Card number and card expiry date when placing an order.

 Orders

How do I order products from “THE SHIRT FACTORY” website?

Easy!

  1. Find the items you want to buy by searching for them or by browsing our departments.
  2. Add these items to your cart with the 'Add to Cart' button.
  3. Click your mini-cart from the top right of the screen and hit the 'Checkout Now' button.
  4. Enter your shipping information and click the 'Ship to this Address' button.
  5. Enter your payment information and click the 'Continue' button.
  6. Review your order and place it using the 'Place Your Order' button.

That’s it! You’re all done.

If you need any help along the way, give us a call on +918530899320 , Monday to Saturday, 11:00 AM to 7:00 PM, so we can talk you through it.

Can I place an order over the phone?

At the moment, we only accept orders placed through the “THE SHIRT FACTORY” website.

Can I place an order without opening an account?

Yes, you can. Simply skip the sign-in process and shop as a guest. You’ll only need to enter your address and payment information when you check out.

How do I cancel an order?

It’s easy. Here’s what you need to do:

If you’ve signed in to your account:

  1. Go to the Order Details page in your My Account section.
  2. Click on the order from which you want to cancel products.
  3. Select the specific products you wish to cancel.
  4. Click ‘Cancel selected items’.

That’s it! You’re done.

If you’re a guest user:

Call us on +918530899320 and we'll help you cancel your order.

Do remember that you can only cancel orders that are in the Processing stage.

If your order has already been dispatched, then wait for it to arrive and refuse to accept the delivery.

I was disconnected from the Internet while my order was being processed. How do I complete my order?

That sounds terrible. Fortunately, if a Thank You screen hasn't been displayed, it means your order hasn't been processed. Restart the process and try again.

Payments

What payment methods do you accept?

We accept a variety of payment methods:

  • Visa and MasterCard Debit or Credit Cards.
  • RuPay Debit Cards.
  • NetBanking.
  • Cash on Delivery.
  • Wallets such as MobiKwik and JioMoney.

Please note, Cash on Delivery is not available at all locations, so do check your Pincode to confirm that it is available for you.

Is it safe to shop online with my Debit or Credit Card?

Yes. We use best-in-class 256-bit SSL encryption to secure and protect your shopping experience.

What is a wallet?

A wallet is a convenient digital payment method that allows you to pay for your purchases digitally and securely, instead of worrying about paying by cash.  

You can pay easily for your purchases on the “THE SHIRT FACTORY” website using popular digital wallets such as MobiKwik or JioMoney.

 How do I pay using Wallets?

Here's how you can pay using Wallets:

  1. Add the products you want to your cart and checkout.
  2. At the Payment page, you will see 5 payment options, including Debit Card, Credit Card, and Cash on Delivery, NetBanking and Wallets. Click on Wallets.
  3. Select the wallet you want - MobiKwik or JioMoney.
  4. Once you're redirected to the wallet portal, sign in to your wallet account. You'll be able to pay with the money available in your wallet.

That's it!

 Is there a price limit on Cash on Delivery purchases?

Yes, the Cash on Delivery limit depends on your delivery address and your Pincode. Get in touch with our customer support team at +918530899320 to know the exact COD limit for your Pincode. You can also opt to pay by Debit Card, Credit Card, NetBanking or Wallets.

Why isn't Cash on Delivery a payment option for me?

Our courier partners are unable to offer the Cash on Delivery service at a few locations. If you live in one of these locations, you can still choose to pay via NetBanking, Wallets or by Debit or Credit Card.

How do I pay if the Cash on Delivery option is not available for my address?

If our courier partner cannot offer Cash on Delivery for your address, try NetBanking or pay with your Debit or Credit Card. If you do not have these facilities, do get in touch with your bank to activate them easily.

You can also choose to pay using one of the digital wallets we offer, such as MobiKwik or JioMoney.

Will I have to pay anything extra if I choose Cash on Delivery?

Yes, you will have to pay a Cash on Delivery charge of Rs.80 in addition to the shipping charge.

What should I do if my payment attempt fails?

If your payment has failed, please try again after checking whether your account details, billing address, Debit or Credit Card details, NetBanking details or any other payment-related information is accurate.

Check that your internet connection is working.

If any amount has been debited during the failed transaction, it will be credited back to your bank account or Credit Card within seven business days.

 Shipping

When will I receive my order?

Orders placed before 3:00 PM from Monday to Saturday will be delivered in two to three business days, and orders placed after 3:00 PM will be delivered in four to five business days.

During sales or promotional events, we do get a little busy and may require an additional two to three business days to deliver your order.

What if I'm not at home when my order arrives?

Once our delivery partner receives your order, they will dispatch it directly to your address. If you are unavailable when they arrive, they will make two more delivery attempts.

If you’re still unavailable after the third attempt, your order will be returned to us. Call us on +918983274165 within one working day of the third attempt and we’ll schedule another delivery in one to two business days.

Will I be charged for delivery?

For online payment delivery free.

For COD Delivery Charged Rs.80

Your delivery charges will be displayed during the checkout process.

Tracking and Delivery

When will I receive my order?

Orders placed before 3:00 PM from Monday to Saturday will be delivered in three to four business days, Depends on delivery pincode.

Can I change my delivery address after I've placed my order?

We're sorry, but we won't be able to change your delivery address after your order has been placed. You'll need to first cancel your order - either online from your account (if you're a registered user) or by calling us on +918530899320 (if you're a guest user). You can then place a new order with the corrected address.

Can I book a preferred delivery time?

No, we do not offer this facility at the moment.

Do you deliver to multiple addresses?

We only deliver to the address specified on the order. If you'd like us to deliver to multiple addresses, send your purchases as separate orders to different addresses. You can store multiple addresses in the My Account section.

I was unavailable each time your delivery partner tried to contact me. Can you ask them to call me again?

Of course! Call us on +918530899320 and we'll sort it out.

Do I need to show my ID when my order arrives?

Yes, please keep your valid ID handy to show our delivery partner when they deliver your order.

 Can someone else receive the order on my behalf?

Yes, another person can receive your order on your behalf at the address specified on your order (for example, the receptionist at your office). To do so they must show our delivery partner a valid ID of their own.

Returns Process

How do I return my products?

You can return your products in two easy ways.

Via email

Please report the return request via email on info.theshirtfactory@gmail.com. Our Customer Support team will assist you within 24 hours.

 Call for a pick-up

  1. Call us at +918530899320 to schedule a pick-up time and location.
  2. Pack and seal your products and hand them over to our courier partner along with the invoice. They’ll give you an acknowledgement receipt.
  3. We’ll check your returns, and credit your refund to your card, bank account or wallet. If you’ve paid by cash, you’ll receive a Credit Voucher.

Please remember, you must include all warranty cards when you return your products.

When will you pick up the products I want to return?

We will arrange a pick up within 3 business days, once the return request has been made.

I just returned my products. When will I receive my refund?

After we check your returned items, we'll approve your refund accordingly. Your bank may then take 2-7 business days to process the transaction.

If you've opted to pay by Wallets, your refund will be credited back to your wallet.

I just cancelled my order. When will I receive my refund?

Here’s how your refund works:

- If you’ve paid by Debit Card, Credit Card, NetBanking or Wallets, your refund will be credited to your card, bank account or wallet as the case may be. Your bank or wallet may take a further 2-7 days to process your refund.

- As you know, if you’ve selected Cash on Delivery, there will be no refund as you’ve not yet paid for your order.

 Will you pick up the product from a different address?

We're sorry, the product can only be picked up from the address it was delivered to.

 Returns Policy

What is your policy on returns?

We understand that you may occasionally wish to return your purchases. We'll be happy to help you with the process.

Please return your items in their original packaging, within 7 days of delivery.

Please return via email our customer support team assist you.

Please provide order no. & order date. You must attach images of the product

Email: info.theshirtfactory@gmail.com.

 What is your policy on cancellations?

You can cancel your order or a part of your order online on the “THE SHIRT FACTORY”site or apps as long as you do so before it has been processed.

If it has already been dispatched, you can wait for it to arrive and then refuse the delivery.

Please note, you can also cancel products you’ve bought during a sale.

Once you’ve cancelled an order, your refund will be credited to your card, bank account or wallet once we’ve finished processing the cancellation.

Will you accept a return if I've discarded the Outer packaging?

Yes. When scheduling a return please wrap the returned products before handing them over to our courier partner.

Please report the defective or damaged products to our Customer Support team within 24

hours of delivery via email on info.theshirtfactory@gmail.com.You must attach images of the product clearly highlighting the damage or defect.

 Can I return part of a promotional purchase, where the discount was based on the total cost of my purchase?

 My original order was Rs. 1,000 or more, so I qualified for free shipping. Do I still get free shipping if I return part of my order?

Yes, you will. We'll be happy to give you a full refund when you return your order.

Can I exchange my purchase for another product?

We're sorry, we do not offer this facility at the moment. You can always return the product and use your refund to make new purchases on “THE SHIRT FACTORY” website and apps.

If I pay for my order by Debit or Credit Card, how long will it take to process my refund?

It takes four to five business days to receive the returned item and perform a quality check.

We will then take two business days to issue the refund.

Your bank or card issuer may take a further two to 7 business days to process the transaction. Get in touch with them to know more.

I paid for my order using Wallets. How is my refund processed?

It takes four to five business days to receive the returned item and perform a quality check.

We will then take two business days to issue the refund.

Your wallet service may take a further two to 7 days to process the transaction. Get in touch with them to know more.

 What should I do if the product delivered to you is damaged or defective?

No worries. Please report the defective or damaged products to our Customer Support team within 24

hours of delivery via email on info.theshirtfactory@gmail.com. You must attach images of the product clearly highlighting the damage or defect.

I have other questions about returns and refunds. Who can I call?

Our Customer Support team is here to answer your questions. Call us on +918530899320

Other Information

Are the prices on your website different from the prices in-store?

Our online prices are usually the same as our in-store prices. However, we do occasionally run exclusive online or in-store promotions that may result in price differences.

Do you run offers and promotions online?

Yes. We regularly run offers, promotions and exclusive online sales on the “THE SHIRT FACTORY” website and apps. Check the site regularly for new offers, or sign up for our newsletter to get all the latest deals delivered to your inbox.