Before you place an order, it helps to know exactly what happens if something isn't right once it arrives. We'd rather be upfront about this now than leave you guessing later. Here's a simple, honest breakdown of our return and exchange policy, what's covered, what isn't, and how the process actually works.
Table of Contents
- Our Return Policy in Simple Terms
- What Counts as a Valid Reason for Return
- Pre-Order Items Are Final Sale
- How Many Days You Have to Raise a Request
- What Condition the Item Needs to Be In
- How to Actually Start the Process
- Why There's No Pickup Service
- A Note on Sizing Before You Order
- A Note on Color Before You Order
- Why Getting This Right Matters So Much
- Quick Recap
- Frequently Asked Questions
- A Final Note
Our Return Policy in Simple Terms
Here's the most important thing to know upfront. We don't offer general returns or refunds. If you simply change your mind, or the dress doesn't turn out the way you imagined once it arrives, we're not able to accept it back for a refund. The one exception is damage. If your item arrives damaged, we will issue a full replacement. That's the full scope of our return policy, and we'd rather tell you this clearly now than have it come as a surprise later.
We know this might feel a little strict compared to some other online stores, but it's simply how our process works right now, and being upfront about it means you can make a confident, informed choice before you order.
What Counts as a Valid Reason for Return
Since replacement is only offered for damaged items, it helps to know what that actually covers. A damaged item means something arrived torn, broken, stained, or otherwise not in the condition it should have been in when it left us. It doesn't cover things like changing your mind about the color, the dress not fitting quite right, or simply deciding you'd prefer a different style after it arrives. Those situations, while completely understandable, fall outside what we're able to offer a replacement for.
If you do receive something damaged, please don't worry, we genuinely want to make it right. A quick message to us with a photo of the issue is usually all it takes to get the process started.
Pre-Order Items Are Final Sale
This is worth repeating clearly, since it applies to a large part of what we offer. All pre-order products are no exchange and no refund, no exceptions. Since pre-order pieces are made specifically for your order, often with customization like embroidery, length, or color changes, they can't be resold or reused once made.
If you're ordering something from a pre-order collection, it helps to be fully confident in your choice beforehand, since this one truly is final once placed. This is exactly why we always encourage double-checking size and color details before confirming a pre-order piece, since there's no changing your mind once the work has started.
How Many Days You Have to Raise a Request
If your item arrives damaged, you need to reach out to us within 3 working days of delivery. This window is fairly short, so it's worth checking your order as soon as it arrives, rather than setting it aside for later. Once we hear from you within that window, we'll review the request and let you know the next steps.
Requests raised after this window has passed typically can't be accepted, so timing really does matter here. Our honest suggestion is to open the package as soon as it reaches you, check everything over, and reach out immediately if anything looks off, rather than waiting until closer to the event date.
What Condition the Item Needs to Be In
If a replacement is approved, the item needs to come back to us in its original packaging, unused, and with the seal tags still unbroken. You'll also need your receipt or proof of purchase on hand. This is simply to confirm it's genuinely unused and part of a real order, rather than something that's been worn or altered before being sent back.
Keeping the original packaging safe for a few days after your order arrives is a small habit that can save a lot of hassle later, just in case anything needs to go back to us.
How to Actually Start the Process
Here's where a lot of people go wrong, so it's worth being clear about this. You can't just send an item back to us directly. You need to request a return first, either by emailing Support@nakshatrakids.com or messaging us on WhatsApp at +91 99475 29061. If an item is sent to us without a return being requested and approved first, we won't be able to accept it.
So the first step is always to reach out and explain the issue, wait for us to review it, and only then send the item back once it's approved. This keeps the process fair and clear for everyone, and it means we can actually track and respond to your request properly instead of receiving a surprise parcel with no context.
Why There's No Pickup Service
Unlike some larger retailers, we don't currently offer a return pickup facility. This means if a replacement is approved, the parcel needs to be sent by you to our address, rather than us arranging a courier to collect it from your home. We know this adds a small extra step on your end, but it's simply how our current process works, and we wanted you to know this before you order, not after.
A Note on Sizing Before You Order
Since general returns aren't available, getting the sizing right before you order matters more than usual. Every product on our site clearly lists its measurements, and we'd really encourage you to check these carefully against your child's actual measurements before buying, rather than guessing based on age alone.
That said, our size charts are meant as a helpful guideline, not an exact promise. There can be a small difference of around 1 to 2 centimeters between the listed measurement and the actual item, simply due to the nature of handmade and hand-finished pieces. If you're ever unsure, feel free to reach out to us directly for advice before placing your order, we're happy to help you figure out the right size.
This is especially worth doing carefully if you're browsing our color collections, like Pink, Blue, or Lavender, since many of these pieces are ready-to-ship and move quickly, so getting the size right the first time really does matter.
A Note on Color Before You Order
Colors are another thing worth double-checking before you order, since screens don't all display color the same way. We do our best to photograph and display our dresses as accurately as possible, but the exact shade you see depends on your own device's screen and settings, which we can't fully control or guarantee.
The pictures on our site are meant to give you a clear idea of the design and color, but the actual product you receive is the real reference point, not the photo. If a specific shade matters a lot to you, it's worth reaching out to confirm before ordering, especially for color-matched sets or coordinated outfits.
This is also worth keeping in mind if you're choosing from our theme collections, like Unicorn Theme or Fairy Theme, since these pieces are often customized and made specifically for your order, so there's no changing your mind once it's confirmed.
Why Getting This Right Matters So Much
We know a lot of our orders are for truly special days, a first birthday, a baptism, a festival, or a once-in-a-lifetime photoshoot. That's exactly why we take sizing and color questions seriously before an order is placed, even though we know it takes a few extra minutes of your time. It's always easier to get it right at the start than to deal with disappointment once the outfit has already arrived and the event is close.
If you're ever unsure about anything, measurements, color, or which collection suits your occasion best, please reach out to us before ordering. We'd much rather answer a few questions upfront than have you feel stuck with something that isn't quite right.
Quick Recap
We don't offer general returns or refunds, only a full replacement if an item arrives damaged. All pre-order items are final sale, no exchange, no refund, since they're made specifically for your order. If something does arrive damaged, you have 3 working days from delivery to reach out, and the item must come back in its original packaging, unused, with seal tags intact. You'll need to request the return first through email or WhatsApp before sending anything back, since we don't accept unrequested returns. There's also no pickup service, so you'll need to send the parcel yourself. Since general returns aren't available, it's worth checking size and color carefully before you order, especially on ready-to-ship color collections and customized theme pieces.
Frequently Asked Questions
1. Can I return a dress if it just doesn't fit right?
No. We only accept returns for items that arrive damaged. Fit and size preferences aren't covered under our return policy, which is why we recommend checking the measurements carefully before ordering.
2. Can I exchange a pre-order item for a different size or color?
No. All pre-order items are final sale, with no exchange and no refund, since they're made specifically for your order.
3. How long do I have to report a damaged item?
You need to contact us within 3 working days of delivery. Requests made after this window typically can't be accepted.
4. Do you pick up the item if a replacement is approved?
No, we don't currently offer a pickup service. You'll need to send the item back to us yourself once your return request is approved.
5. What do I need to send back along with the item?
The item should be in its original packaging, unused, with the seal tags unbroken. You'll also need your receipt or proof of purchase.
6. Can I just send the item back without contacting you first?
No. Items sent back without a return being requested and approved first won't be accepted. Always reach out to us before sending anything back.
7. What if the color looks different from the photo once it arrives?
Color can vary slightly due to differences in screen displays, so the photo is meant as a guide rather than an exact match. If color accuracy matters a lot to you, it's best to confirm with us before ordering.
8. How do I make sure I pick the right size before ordering?
Check the measurements listed on each product page against your child's actual measurements, rather than relying on age alone. If you're still unsure, feel free to message us directly for advice before placing your order.
A Final Note
We know it means a lot to get this right, especially for a special occasion outfit, and we genuinely want every order to arrive exactly as expected. That's why we'd rather be upfront about our return policy now, so there are no surprises later. Checking your sizing and color carefully before ordering, and reaching out to us if you're ever unsure, is the best way to make sure you're happy with what arrives.
