Frequently Asked Questions
Kusvaa related queries
KUSVAA aims to celebrate India’s rich textile heritage by aggregating diverse crafts, providing transparent information, and innovating silhouettes while honoring classic styles.
It concisely conveys Kusvaa’s commitment to:
– Celebrating India’s rich textile heritage
– Aggregating diverse crafts
– Providing transparent information
– Innovating silhouettes
– Honoring classic styles
Yes, Kusvaa has 6 physical stores located in Ahmedabad (1 store), Bengaluru (2 stores), Delhi (1 store) and Gurugram (2 stores). You can visit us in person to explore our products, or shop online with us for convenient delivery. You can access direction to our stores at this link
Products related queries
Each garment manufactured at KUSVAA is delivered to the customer only after it has cleared a stringent quality check process. The process is implemented at each stage of production, starting from the sourcing of the fabric, all the way down to the two final checks before it finally reaches our warehouse. Each garment is made with an equal amount of love and passion.
You can get in touch with our team through the “Help” section on the website. Simply send an email to care@kusvaa.com or connect with us on WhatsApp for any complaint.
Our customer care team is at your service as per below timings
MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)
Yes, Kusvaa does take minor alterations requests but does not take up major customizations. You can simply send an email to care@kusvaa.com or connect with us on WhatsApp for any assistance regarding alterations.
Our customer care team is at your service as per below timings
MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)
The prices tend to remain the same for all sizes for most of the products. Nonetheless, prices for specific variations are mentioned on the product page.
You may request for deletion of your data by sending the request via email to care@kusvaa.com. Please make sure that you send such a request email from your registered email id.
You can find wash care information in ‘Product Information’ tab on all product pages.
Shipping and delivery related queries
Ordering process is really simple on our website. Below, we have mentioned the steps to make a purchase from our website.
- Find a product that you like.
- Click on “Add to Bag” button.
- On “Shopping Cart” page, check order details and click on “Proceed to Checkout” button
- On “Checkout Details” page, fill in your details & choose payment option. Click on “Place Order” button.
- Pay in the next window.
- Note down your ‘Order ID’ for future reference.
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Simply connect with us on WhatsApp and send in your Name, Email Id, Phone Number and Complete address.
Delivery depends on the nature of payment:
A. For Prepaid Orders
As far as prepaid orders are concerned, Kusvaa delivers to almost every location in India and across the globe.
B. For COD Orders
COD is available ONLY for Indian addresses, subject to availability. There is no COD payment facility for international orders.
There is no minimum order value.
For India orders, shipping is free for orders above ₹750. However, a flat delivery charge of ₹118 including GST is levied on every order below ₹750.
For International orders, shipping is free for orders above USD150. However, a flat delivery charge of USD25 is levied on every order below USD150.
*Order value is calculated after applying discounts/VAT/GST or any other applicable charges
In case, customer does not accept the COD order after shipment, such customers may not be able to place COD order on our website in future or will have to compulsorily verify mobile numbers to place COD orders.
The delivery address of your order can be changed if the order is still in PROCESSING status. You can check order status from your order dashboard after you login to your account.
If your order is still in PROCESSING status, you can raise a request by contacting the customer care team on WhatsApp or emailing us at care@kusvaa.com
If your order status is not in PROCESSING status, no change in address is allowed.
Our customer care team is at your service as per below timings
MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)
Till the order status is in PROCESSING status, you can reschedule the order by contacting the customer service team on WhatsApp or emailing us at care@kusvaa.com
Our customer care team is at your service as per below timings
MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)
After product is shipped, we will not be able to honor your request to prioritize or delay the delivery. While we always strive to deliver your orders as fast as we can, delivery timelines depend on several factors, such as the courier service and your location.
However, you can coordinate with the delivery executive to reschedule the date & time of delivery of your order, once he/she gets in touch with you.
Kusvaa ships globally. International orders have no cancellation, return, or exchange options.
Free shipping for orders above US$150. Below this threshold, shipping fee is US$25 (USD).
Order value is calculated after applying discounts/VAT/GST or other applicable charges.
Customs Charges: Customers are responsible for paying any import charges levied by the importing country’s customs/relevant department. Any such applicable fees and duty must be paid by the customer. Failure to pay such fee/charges or non-acceptance of the order will result in non-delivery of the order without any refund.
Depending on the address, courier availability, and external factors, we strive to deliver products in excellent condition and as quickly as possible:
India: 1-15 days; International: 3-25 days.
In case you are experiencing a more than usual delay, you can contact us on WhatsApp or email us at care@kusvaa.com
Our customer care team is at your service as per below timings
MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)
You can track your order from this link
Kusvaa uses third-party courier services for order logistics. These couriers operate independently, and Kusvaa has no direct control over their policies or actions. In cases of tampered delivery, wrong delivery, or non-delivery, customers must follow these guidelines:
Tampered Parcels: Refuse to accept a parcel in tampered condition from the courier.
Intact Parcels: Record a video of opening the received parcel as proof of receiving wrong or missing products.
For any assistance with delivery issues, you can contact us on WhatsApp or email us at care@kusvaa.com
Our customer care team is at your service as per below timings
MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)
Non-Delivery: If the courier claims delivery but the customer denies receiving the parcel, raise the issue within 48 hours of the delivery message. Kusvaa will share the Proof of Delivery (POD) from the courier.
If the customer disputes the POD’s authenticity, Kusvaa will assist in raising the concern with the courier. The order will be re-fulfilled only if the courier confirms the parcel was lost or not delivered.
For any assistance with delivery issues, you can contact us on WhatsApp or email us at care@kusvaa.com
Our customer care team is at your service as per below timings
MON – SAT, 9.00 AM – 7.00 PM IST (GMT +5.30)
Reverse pickups are scheduled via third-party courier partners for eligible returns/exchanges (see Selling Policy).
Customer Responsibilities:
Customers must pack the correct item, matching the original order (e.g., same SKU, serial number), and record a clear, continuous video of the packing process, showing:
- The item, its condition, tags, and serial number (if applicable).
- The packing and sealing process, including the return ID label
- Whenever customer support team from Kusvaa asks the customer, the customer shall provide the Kusvaa team with the packing video. Returns without a valid video may be rejected.
- At pickup, customers must get the checklist signed by the courier person confirming the item handed to the courier. The courier may verify basic details (e.g., product type, packaging).
Courier Responsibilities:
Customers must report courier verification issues (e.g., failure to check the item) within 24 hours of pickup to support@kusvaa.com, with the packing video as evidence.
Kusvaa is not liable for items lost, swapped, or damaged during transit. Refunds/exchanges are processed only if the received item matches the original order.
Quality Check:
Returns are inspected within 3-5 working days of receipt at our warehouse. We record the unpacking process for transparency.
If the received item is incorrect or fails quality checks, the return/exchange will be rejected, and the customer will be notified with evidence (e.g., unpacking video).
For disputes, customers must provide their packing video within 48 hours of notification. Kusvaa will review both videos to resolve the issue.
Reverse pickups are scheduled via third-party courier partners for eligible returns/exchanges (see Selling Policy).
Customer Responsibilities:
Customers must pack the correct item, matching the original order (e.g., same SKU, serial number), and record a clear, continuous video of the packing process, showing:
- The item, its condition, tags, and serial number (if applicable).
- The packing and sealing process, including the return ID label
- Whenever customer support team from Kusvaa asks the customer, the customer shall provide the Kusvaa team with the packing video. Returns without a valid video may be rejected.
- At pickup, customers must get the checklist signed by the courier person confirming the item handed to the courier. The courier may verify basic details (e.g., product type, packaging).
Courier Responsibilities:
Customers must report courier verification issues (e.g., failure to check the item) within 24 hours of pickup to support@kusvaa.com, with the packing video as evidence.
Kusvaa is not liable for items lost, swapped, or damaged during transit. Refunds/exchanges are processed only if the received item matches the original order.
Quality Check:
Returns are inspected within 3-5 working days of receipt at our warehouse. We record the unpacking process for transparency.
If the received item is incorrect or fails quality checks, the return/exchange will be rejected, and the customer will be notified with evidence (e.g., unpacking video).
For disputes, customers must provide their packing video within 48 hours of notification. Kusvaa will review both videos to resolve the issue.
Payment mode related queries
At Kusvaa, we accept two modes of payment:
1. Prepaid – You can make online payments via BHIM, UPI, Credit Card, Debit Card, Net Banking or various Wallets. Even international cards are accepted.
Using Prepaid payment mode, one can get 5% cashback (max ₹500) as credit in Kusvaa wallet. Cashback will be credited after 7-days of delivery and would be valid for 3 months. There won’t be any cashback in case there is any Return/Exchange request raised for the order.
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2. Cash on Delivery – Cash on Delivery (COD) option is available only in India. COD is not available for International Order. Payment at the time of delivery via any mode (such as UPI, cash) is considered Cash on Delivery. We do not charge any COD fee.
You can download a receipt from the ‘My Account’ section on Kusvaa website.
Return / Exchange / Cancellation related queries
Please visit the order dashboard to Cancel the order.
Cancellation is allowed within 24 hours of placing the order or until the order status is ‘Processing’ (before shipment is confirmed), whichever is earlier.
Refund for Cancellation: Refunds will be issued to the same ‘bank account / card / wallet / Kusvaa website wallet’ used for placing the order.
Please visit order dashboard to initiate Return of product(s).
Return requests can be initiated only once per order and within 7 days of delivery, provided:
- Product(s) is/are unused & unwashed
- Tags are intact
- Product(s) is/are not purchased at sale/discounted price
- Product(s) is/are not custom altered
- Product(s) is/are not part of Excluded Category
Return Options:
1. Refund in Kusvaa Wallet
Amount credited to the customer’s Kusvaa wallet (valid for 3 months) will be auto-deducted from the payable amount of future orders.
Kusvaa Wallet balance is not transferable to the original payment method and can only be used for online purchases on our website.
Free reverse pickup is provided. The refund will be processed once the product(s) is picked up by our third-party courier partners and passes quality checks.
If our courier cannot collect the return or is not available, customers must ship the product(s) to our warehouse. We’ll credit ₹125 to the Kusvaa wallet as a goodwill gesture, regardless of actual shipping costs. The refund will be processed after quality checks.
If customers ship the product(s) themselves, no Return Fee applies. The refund will be processed within 7 working days after receipt and quality checks.
Near Hero Honda Chowk
Phone: +911244919407 / +918178274783
Customers must pack the correct item, matching the original order (e.g., same SKU, serial number), and record a clear, continuous video of the packing process, showing:
- The item, its condition, tags, and serial number (if applicable).
- The packing and sealing process, including the return ID label
- Whenever customer support team from Kusvaa asks the customer, the customer shall provide the Kusvaa team with the packing video. Returns without a valid video may be rejected.
- At pickup, customers must get the checklist signed by the courier person confirming the item handed to the courier. The courier may verify basic details (e.g., product type, packaging).
FRAUDELENT RETURNS
Sending wrong, unrelated, or intentionally damaged items is considered fraudulent and will result in rejection of the return/refund requests. Kusvaa records the unpacking process at our warehouse and may share this evidence in disputes.
QUALITY CHECK AND DISPUTES
Returns are inspected within 3-5 working days of receipt to verify the item matches the original order. If the item is incorrect or fails quality checks, the return/refund requests will be rejected, and the customer will be notified.
For disputes, customers must provide their packing video within 48 hours of notification. Kusvaa will review both videos to resolve the issue.
CUSTOM TAILORED / ALTERED ITEMS
No returns or exchanges are accepted for custom-sized or altered items.
SALE ITEMS
Sale, discounted, coupon, or gift voucher purchases cannot be returned or exchanged.
EXCLUDED CATEGORIES
No returns or exchanges for products in Jewellery, Mask, Rakhi, Home Linen, Jacket, or Kids Jacket categories.
Please visit order dashboard to initiate Exchange of product(s).
Exchange requests for product or size can be initiated only once per order and within 7 days of delivery, provided:
- Product(s) is/are unused & unwashed
- Tags are intact
- Product(s) is/are not purchased at sale/discounted price
- Product(s) is/are not custom altered
- Product(s) is/are not part of Excluded Category
Exchange Process:
Free reverse pickup is provided. The exchange order will be processed after pickup and quality checks.
If our courier cannot collect the return or is not available, customers must ship the product(s) to our warehouse. We’ll credit ₹125 to the customer’s Kusvaa wallet as a goodwill gesture, regardless of actual shipping costs. The exchange will be processed after quality checks.
Any excess amount, due to higher price of original product(s) then the price of exchange product(s), will be credited to the customer’s Kusvaa wallet (valid for 3 months). Kusvaa Wallet balance is not transferable to the original payment method and can only be used for online purchases on our website.
Warehouse Address:
Near Hero Honda Chowk
Phone: +911244919407 / +918178274783
For one size alteration, customers are expected to handle the alteration themselves, as our garments include enough margin to adjust one size larger.
CUSTOMER RESPONSIBILITIES FOR EXCHANGES:
Customers must pack the correct item, matching the original order (e.g., same SKU, serial number), and record a clear, continuous video of the packing process, showing:
- The item, its condition, tags, and serial number (if applicable).
- The packing and sealing process, including the return ID label
- Whenever customer support team from Kusvaa asks the customer, the customer shall provide the Kusvaa team with the packing video. Returns without a valid video may be rejected.
- At pickup, customers must get the checklist signed by the courier person confirming the item handed to the courier. The courier may verify basic details (e.g., product type, packaging).
FRAUDELENT RETURNS
Sending wrong, unrelated, or intentionally damaged items is considered fraudulent and will result in rejection of the exchange requests. Kusvaa records the unpacking process at our warehouse and may share this evidence in disputes.
QUALITY CHECK AND DISPUTES
Returns are inspected within 3-5 working days of receipt to verify the item matches the original order. If the item is incorrect or fails quality checks, the exchange requests will be rejected, and the customer will be notified.
For disputes, customers must provide their packing video within 48 hours of notification. Kusvaa will review both videos to resolve the issue.
CUSTOM TAILORED / ALTERED ITEMS
No returns or exchanges are accepted for custom-sized or altered items.
SALE ITEMS
Sale, discounted, coupon, or gift voucher purchases cannot be returned or exchanged.
EXCLUDED CATEGORIES
No returns or exchanges for products in Jewellery, Mask, Rakhi, Home Linen, Jacket, or Kids Jacket categories.
All customers are allocated their own individual Kusvaa website wallet on creation of an account on our website or on placing first order on www.kusvaa.com website. This wallet can be accessed from My Account dashboard.
Amount in Kusvaa Wallet is not transferrable to original payment mode and can be used ONLY for placing order on Kusvaa website.
The amount available in Kusvaa website wallet will get auto-deducted from payable amount for the order. So, you do not need to do anything to use it. Just place an order!
After logging into your Kusvaa Account, one can access Kusvaa website wallet from My Account dashboard.
No, the physical store orders and online orders are treated separately. Though, team is working to make it available to our esteemed customers.