Frequently Asked Questions
1. What kind of products does The Sootee sell?
We currently offer handcrafted tops, dresses, co-ord sets, bottoms, and accessories. Our collections focus on comfort-first silhouettes with bold, artistic prints and ethical production.
2. Are all The Sootee products handmade?
Most of our products are handcrafted or hand-finished. Minor variations in print, colour, or stitching are natural and are a part of the handmade charm.
3. Do you use organic materials?
We are not 100% organic yet, but we prioritise organic and natural fabrics wherever possible. Many of our products use organic cotton, handwoven cotton, or low-impact dyed fabrics.
4. What fabrics do you use?
We primarily work with cotton, organic cotton, linen, cotton-linen blends, and handloom fabrics. Fabric details are clearly mentioned on each product page.
5. Are the colours shown on the website accurate?
We photograph all products under standard lighting to ensure colour accuracy. However, slight variations may occur due to screen settings, lighting, and the handmade nature of our fabrics.
6. Do you customise products?
We currently do not offer customisation for individual orders. For bulk or special projects, you may write to us and we’ll be happy to explore possibilities.
7. Are your dyes safe?
Yes. We use azo-free and low-impact dyes wherever possible. Many of our collections also use natural dyes.
8. How do I choose the right size?
Each product page includes a detailed size chart. We recommend referring to it carefully before placing your order.
9. What if I face a fitting issue?
If the size doesn’t work for you, you can request a replacement or refund as per our policy, provided the product is unused and tags are intact.
10. Do your garments have extra margin for alterations?
Some styles include extra margin. This is mentioned in the product description wherever applicable.
11. How do I know if my order is confirmed?
Once your payment is successful, you will receive an email and SMS confirming your order along with the Order ID.
12. Can I place an order over the phone or social media?
No. All orders must be placed through our website only.
13. Can I add items to an existing order?
If your order hasn’t been shipped yet, contact us immediately and we’ll try our best to assist.
14. Can I cancel my order?
Orders can be cancelled before they are shipped. Once shipped, cancellation is not possible.
15. I placed an order twice. What should I do?
Please contact us immediately. We’ll cancel one order and process your refund.
16. What is the estimated delivery time within India?
Orders are usually shipped within 4–5 working days. Delivery takes 7–10 working days depending on your location.
17. Do you deliver all over India?
Yes, we ship pan-India using reputed courier partners.
18. Do you ship internationally?
No. We currently ship only within India.
19. Are there any shipping charges?
Shipping charges, if any, are mentioned at checkout. Free shipping is available on all orders above ₹1499.
20. How can I track my order?
Once your order is shipped, you’ll receive a tracking link via email and SMS.
21. What if I miss my delivery?
Our courier partners will attempt delivery multiple times. If delivery fails, the package may be returned to us.
22. What payment options are available?
We accept Credit Cards, Debit Cards, UPI, Net Banking, and Wallets. We do not offer full Cash on Delivery (COD). Only Partial COD with a 10% of order value in upfront payment is accepted.
23. Is it safe to pay online on The Sootee website?
Yes. All payments are processed via secure and trusted payment gateways.
24. Are there any hidden charges?
No. All prices are inclusive of applicable taxes. Any shipping charges are clearly mentioned at checkout.
25. Do you offer returns or exchanges?
Yes. We accept both returns and exchanges. Requests must be raised within 7 days of receiving the item. All requests will be processed only after the returned item is received at our warehouse and has passed a quality check.
26. How do I raise a return or exchange request?
Please email us at contactus@thesootee.com with your Order ID and the reason for return or exchange. Our team will review your request and guide you through the next steps.
27. What are the conditions for return or exchange?
Returned items must be unused, unwashed, and in their original condition with all tags intact.
28. What if I receive a damaged or wrong product?
Please inform us within 48 hours of delivery along with clear photos or an unboxing video. We will arrange a replacement after verification.
29. What if my ordered size is unavailable for exchange?
If the requested size is not available, we will initiate a refund after the returned product passes a quality check at our warehouse.
30. Are sale items eligible for return or exchange?
No. Products purchased during sales are strictly non-returnable and non-exchangeable.
31. How does the reverse pickup work?
Once your return or exchange request is approved, we will arrange a reverse pickup. Pickups usually happen within 5–7 business days.
32. What if I miss the reverse pickup?
If the customer fails to hand over the product to the courier partner during the arranged pickup attempts, the customer will need to ship the product back to us themselves.
33. Will courier charges be refunded?
If we arrange the reverse pickup, no courier charges incurred by the customer will be refunded by the brand.
However, if the customer chooses to self-ship the return at the beginning instead of waiting for a reverse pickup, we will refund courier charges up to ₹150 after the product passes the quality
check.
34. Is there a quality check for returned items?
Yes. All returned items undergo a quality check at our warehouse before a return, exchange, or refund is approved.
35. When will I receive my refund?
Refunds are processed within 5–7 working days after the returned product successfully passes our quality check.
36. How should I wash my garments?
Our garments are thoughtfully handcrafted using natural and low-impact dyes. Hand wash separately in cold water using a mild detergent. Do not soak or bleach. Wash inside out to protect the fabric and print. Dry in shade. Avoid wringing or tumble drying.
Special Note:
Bandhani, indigo, and tie-dye fabrics may bleed during the first few washes. We strongly recommend washing these garments separately.
Appliqué, Madhubani & hand-painted garments: Dry clean only.
37. Do you offer discounts for first-time buyers?
Yes. Sign up for our newsletter to receive special offers and updates.
38. Do you take bulk or corporate orders?
Yes. Please email us with your requirement and we’ll be happy to discuss.
39. Do you have a physical store?
We currently operate online. Pop-ups and offline events are announced on our social media pages.
40. How can I contact The Sootee?
You can email us at contactus@thesootee.com. Our support team will be happy to help.
41. How can I stay updated about new launches and offers?
Subscribe to our newsletter and follow us on Instagram and Facebook for the latest updates.
