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MY ACCOUNT & MY ORDER

How do I receive my Order?

We have tie ups with reputed courier companies, so your orders will be delivered right to your doorstep. All orders will be delivered in fully sealed packages to protect your goods and ensure that they reach you in perfect condition.

How do I place my order?

To place your order, follow these steps :

  • Browse through our wide catalogue of products until you find something you like, choose the relevant size (if you are not sure of the size refer our size chart) and click on the ‘Add to Cart’ button (you are eligible to add multiple products to your cart)
  • In ‘My Cart’, you can either choose to continue shopping or confirm the order
  • To proceed, you can either log into your existing The Souled Store account or simply continue as a ‘New User’ and create one.
  • Once this is all set, proceed to checkout, confirm your shipping address, select the desired payment method and confirm your order.

How will I get confirmation that my Order is placed successfully?

An email will be sent with your order information confirming your order and another email when your order is shipped out. However, the order will be accepted and sent to you once your credit card/ debit card and address details have been approved and verified, unless it’s a COD. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive.

I tried placing my order using my Debit Card/ Credit Card/ Net Banking. The order was not successful but my money got deducted. What really happened with my money?

  • Please check your bank/ credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days
  • For assistance you can write to us at connect@thesouledstore.com, we will be happy to help you out

I tried placing my order using my Debit Card/ Credit Card/ Net Banking. The order was not successful but my money got deducted. What really happened with my money?

  • Please check your bank/ credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days
  • For assistance you can write to us at connect@thebongcollections.in, we will be happy to help you out

How should I check the status of my Order?

  • You can always log in to your account using the ‘Login’ button on the top right and check the status of your order under ‘My Orders’. Alternatively, you can also click on ‘Track Order’ on the top, type in your Order ID, and check your order status
  • After your order is placed, we will send you confirmation of your order details over email and SMS. Once we dispatch your shipment, you will again be notified via email and SMS. In case of any unusual event which delays your order shipment, you would receive a special update from our end
  • If you still have apprehensions, write to us at connect@thebongcollections.in, and your issue will be addressed

PAYMENT MODE

What payment methods do you accept for international orders?

For international orders, payments can be done using the PayPal payment gateway. Payu for Indian Customers.

Why am I not getting any COD option on the payment page?

If the COD option is not available, it means this facility is not serviceable by our courier partners for your postal code. However, you can always opt for Net Banking or Credit/Debit Card payment options.

Is it safe to shop online if I make payment using Net Banking, Debit Card, or Credit Card?

All Credit Card, Debit Card, and Net Banking transactions are processed over a secure encrypted connection. Rest assured, your money is safe.

Why am I not getting any COD option on the payment page?

If the COD option is not available, it means this facility is not serviceable by our courier partners for your postal code. However, you can always opt for Net Banking or Credit/Debit Card payment options.

Are there any hidden charges?

There are absolutely NO hidden charges. Any octroi, sales tax, or other charge is borne by The Souled Store. You only pay the amount that you see in your order summary.

What should I do if my payment fails?

In case of a payment failure, please retry keeping in mind the following:

  • Please recheck if the information provided is accurate i.e. account details, billing address, and password (for net banking); and that your internet connection is not disrupted in the process.
  • If your account has been debited after a payment failure, it is normally rolled back to your bank account within 10 business days. For any further clarification, you can email us at connect@thebongcollections.in.

SHIPPING & TRACKING

Why am I not getting any COD option on the payment page?

If the COD option is not available, it means this facility is not serviceable by our courier partners for your postal code. However, you can always opt for Net Banking or Credit/Debit Card payment options.

What is the delivery time period?

Orders within India are typically delivered in 7 – 12 days in metros and Rest of India within 10 – 14 days. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).

Please Note Orders including Mobile Covers, Mugs, Wall Art, Action Figures, and Make Your Tee (MYT) products will be shipped out 3 to 4 days after the order is placed, as these products are made-to-order.

Will any shipping charges be levied?

Within India, The Bong Collections provides free shipping for orders paid online. There will be a shipping charge of Rs. 50 on orders if you chose payment mode  COD . For shipping charges anywhere outside India, the shipping charges will be displayed during checkout.

How do I track my order?

  • You can track your order once it has been dispatched from our warehouse. An email and SMS will be sent with a link to track your order. You can also track it from your account on the website. Select ‘Orders’ from the top right corner and then you can click on ‘Track Order’.

RETURN & EXCHANGE CANCELLATION

I haven’t received my refund yet. What should I do?

  • We update our customers via email once we initiate the refund procedure.
  • If we’ve emailed you about initiating the refund procedure, kindly wait for the process to be completed.

How do I return/ exchange my product(s)?

  • Customers can exchange/ return their order within 15 days after an order has been delivered.
  • All returned items must be in unused condition with all original tags and packaging intact.
  • You can only apply for a Return/ Exchange from your Souled Store account. Login to your account and go the ‘My Orders’ section. Click on ‘View/ Edit Order Details’ for the respective order. Then, choose the Return/ Exchange option, select the product(s), pick the reason, click Confirm. A pop-up will open with our Return/ Exchange policy. Click Return/ Exchange to initiate the process. You will also receive an email confirmation from us as well.
  • Return/ Exchange Policy:

    • Every customer is liable to initiate a request for refund or exchange of the received product/s –
    • If the good delivered is damaged beforehand.
    • If the print of the t-shirt ordered is unclear/misprinted.
    • If the t-shirt delivered is that of the wrong size from the size present in the given order.
    • If the phone case delivered is that of the wrong phone model.
    • To initiate the process of refund/exchange, the customer should send a picture of the damaged/faulty good via email (thebongcollections@gmail.com)
    • After the customer gets in touch with us, the process of refund/exchange is initiated by The Bong Collections team with utmost haste.
    • The refund/exchange request must be made within 7 days of product delivery.
    • To file for a refund/exchange facility, the customer should pack the UNUSED product into its original packaging and attach the original, undamaged bill to the product.
    • The unused product is picked up by a designated courier service. Once the unused product reaches our warehouse, the process of refund/exchange is started.
    • If the customer has filed for a refund, the paid amount is duly returned back to the customer’s bank account/online wallet within 15 business days.
    • If the customer has filed for an exchange, a new product is dispatched to the same address within the duration of 5 business days.
    • The customer is kept updated throughout the refund/exchange process via email/SMS.
    • For further assistance, the customer can get in touch with a customer care executive.

    You can courier the product(s) to the address mentioned below:

    The Bong Collections.

  • Please make sure your courier costs do not exceed the amount stipulated above. We recommend using ‘Speed Post’ as your courier service. Speed Post is a government of India owned entity and has the most widely distributed postal network in India. Please avoid Professional Couriers as much as possible since we have been facing issues with them.
  • Once we have received the products and our internal quality check has been carried out, the product amount will be credited back to your account as reward points. Refund of shipping and COD charges is not applicable.
  • International orders are not eligible for return/ exchange unless an incorrect product has been delivered.
  • Defective products need not be sent back to us, unless confirmed by the Customer Care team. If you have received a defective product, send us images at connect@thebongcollections.in and we will get back to you.

How do I cancel my order?

  • An order can be canceled directly from the registered account before it is shipped.
  • If the order is shipped already, we, unfortunately, will not be able to cancel it. However, you can politely refuse to accept the shipment, and let us know about it. Even if you have accepted the shipment, do not worry – you can return the product and exchange it for something else.
  • In case you desire any changes or edits in your order, please write to us at connect@thebongcollections.in and we’ll help you out.

What are the terms and conditions for refund?

  • Every customer is liable to initiate a request for refund or exchange of the received product/s –
  • If the good delivered is damaged beforehand.
  • If the print of the t-shirt ordered is unclear/misprinted.
  • If the t-shirt delivered is that of the wrong size from the size present in the given order.
  • If the phone case delivered is that of the wrong phone model.
  • To initiate the process of refund/exchange, the customer should send a picture of the damaged/faulty good via email (thebongcollections@gmail.com)
  • After the customer gets in touch with us, the process of refund/exchange is initiated by The Bong Collections team with utmost haste.
  • The refund/exchange request must be made within 7 days of product delivery.
  • To file for a refund/exchange facility, the customer should pack the UNUSED product into its original packaging and attach the original, undamaged bill to the product.
  • The unused product is picked up by a designated courier service. Once the unused product reaches our warehouse, the process of refund/exchange is started.
  • If the customer has filed for a refund, the paid amount is duly returned back to the customer’s bank account/online wallet within 15 business days.
  • If the customer has filed for an exchange, a new product is dispatched to the same address within the duration of 5 business days.
  • The customer is kept updated throughout the refund/exchange process via email/SMS.
  • For further assistance, the customer can get in touch with a customer care executive.

What are the rules for refunding courier charges?

  • As we do not have a reverse pickup facility yet, we will provide you Reward Points worth Rs. 100 for the shipping charges borne by you.
  • Please make sure your courier costs do not exceed the amount stipulated above. We recommend using ‘Speed Post’ as your courier service. Speed Post is a government of India owned entity and has the most widely distributed postal network in India. Please avoid Professional Couriers as much as possible since we have been facing issues with them.