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Frequently Asked Questions

Kusvaa is a premium Indian fashion brand that celebrates India’s vibrant textile heritage by aggregating diverse traditional crafts, providing product information transparently, and innovating modern silhouettes with classic ethnic styles.

The Meaning of KUSVAA (Kus · Va · A)

KUSVAA is a heartfelt tribute to India’s beauty and a mother’s legacy.

Our name weaves together three Sanskrit threads:

KUS — from Kusum, our founder’s mother’s name, meaning “flower” — a symbol of growth, beauty, and the love that planted this brand.

VAA — from Vastra, fabric — the craft at the heart of everything we make.

A — from Anamika, our founder, who carries her mother’s legacy forward.

Like the lotus in our emblem — India’s national flower — KUSVAA stands for resilience and beauty rising together: a mother’s embrace, India’s textile heritage, and your own self-expression, woven into every thread.

To know about us read our story
Indian Craft, Transparently Evolved!
KUSVAA is the vibrant and elegant expression of India’s rich heritage, empowering individuals to wear their unique stories and identities with confidence and poise. We weave together tradition and modernity, crafting exquisite textiles that celebrate self-expression, diversity, and the strength of a mother’s legacy.
Image for Kusvaa Logo Orange
The Kusvaa brand logo is a thoughtful and symbolic design that represents the brand’s values and essence. Here’s a breakdown of the logo’s elements:
 
Lotus Flowers:
– Represent growth, beauty, and resilience
– Symbolize the blossoming of individuality and self-expression
– Simple, yet profound, design conveys elegance and sophistication
 
Earthy Orange Color:
– Grounds the brand in its Indian heritage and roots
– Evokes a sense of warmth, stability, and comfort
 
Creamy/White Color:
– Used for the lotus flowers and brand name, representing:
    – Purity and freshness
    – Clarity and simplicity
    – Softness and approachability
 
Custom Simple Font:
– Adds a touch of modernity and playfulness
– Conveys creativity, approachability, and friendliness
 
Overall:
– The logo embodies the vibrant spirit of India, the elegance of KUSVAA’s textiles, and the empowerment of individuality
– Represents the brand’s values of self-expression, heritage, and modernity
 
The logo’s thoughtful design and symbolism make it a beautiful representation of the KUSVAA brand.

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

To be the leading platform showcasing India’s textile diversity, with transparency and innovation, while providing an effortless shopping experience and inspiring customers to discover and celebrate their unique style.
 
This vision statement clearly defines the brand’s aspirations to:
– Lead the industry in showcasing India’s textile diversity
– Promote transparency in all aspects of the business
– Drive innovation in textile crafts and fashion
– Empower customers by offering them a unique and informative shopping experience

Yes, Kusvaa has 7 physical stores located in Ahmedabad (1 store), Bengaluru (2 stores), Delhi (1 store), Gurugram (2 stores) and Vadodara (1 store). 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

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.

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, 10.00 AM – 6.00 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, 10.00 AM – 6.00 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 can find wash care information in ‘Product Information’ tab on all product pages.

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, 10.00 AM – 6.00 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, 10.00 AM – 6.00 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, 10.00 AM – 6.00 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, 10.00 AM – 6.00 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, 10.00 AM – 6.00 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 care@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.

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 Kusvaa Credits) in your 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. 

or

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.

All customers are allocated their own individual Kusvaa Wallet on creation of an account on our website or on placing first order on www.kusvaa.com website. Kusvaa Wallet can be accessed from My Account dashboard.

Kusvaa Credits in your Kusvaa Wallet is not transferrable to original payment mode and can be used ONLY for placing order on Kusvaa website.

Kusvaa Credits available in Kusvaa 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 Wallet from My Account dashboard.

Please visit the order dashboard to Cancel the order. 

Every order moves into Processing the moment it’s placed. You can cancel while it’s still in Processing (before it’s dispatched), or within 24 hours of placing it — whichever comes first.

Your refund: The amount goes back to the same bank account, card, wallet, or Kusvaa Wallet you used to pay.

Repeated cancellations: If prepaid orders are cancelled repeatedly, or come back to us undelivered (RTO), from one or more accounts, we may deduct a cancellation fee of ₹100 or the actual banking transaction fee, whichever is higher, along with actual shipping costs.

Returns

A return — whether you’d like a refund or an exchange — can be raised within 7 days of delivery, as long as the product is:

  • Unused and unwashed
  • Tags intact
  • Not one of the non-returnable items listed below

Non-returnable items

  • Custom or altered items — custom-sized or altered products.
  • Sale items — anything bought at a sale price, including BOGO offers.
  • Excluded categories — Home and Linen, Jacket, Jewellery, Kids Jacket, Mask, Muffler, Rakhi, Shawl, Utilities.

Heads up — a refund or exchange request forfeits a prepaid order’s cashback to Kusvaa Wallet.

Exchanges

Exchange for a different product or size. Exchanges are final — an order allows only one return request, so an exchanged order can’t be returned (refunded or exchanged) again.

If your original item cost more than the exchange item, the difference is credited to your Kusvaa Wallet (valid 3 months, non-transferable, website use only).

Just need one size up or down? Our garments are cut with enough margin to adjust by one size, so we ask that you handle a single-size alteration yourself.

Refunds

You can choose where your refund goes:

Option 1

Kusvaa Wallet

  • Credited to your Kusvaa Wallet, valid 3 months, and auto-applied to your next orders
  • Usable for purchases on our website only
  • Once credited, it can’t be moved back to your bank, card, or original payment method
  • No return fee reverse pickup is free

Option 2

Original payment method

  • Refunded to the bank account, card, wallet, or Kusvaa Wallet used for the order
  • COD orders: share your bank details, or use a payment link where available.
  • Self-shipped returns: Post quality check, refunded within 7 working days.
  • ₹200 return fee if you use reverse pickup (no fee if you self-ship)

Return pickup & shipping

We arrange reverse pickup for returns, but you’ll need to self-ship the item to our warehouse in two cases:

  • when you choose to self-ship, or
  • when reverse pickup isn’t serviceable for your address.

Reverse pickup is a separate courier service from delivery, so its availability can differ from forward delivery and may not be offered even where your order was delivered. Your refund or exchange is processed once the item reaches us and passes our quality check.

Warehouse address

KUSVAA

3rd Floor, B-15, Info City 1
Near Hero Honda Chowk

Sector 34, Gurugram
Haryana, India 122001

Phone: +911244919407 / +918178274783

For self-shipments

Share your courier tracking details within 7 days of raising the request — the parcel can follow later. Otherwise the request is cancelled.

Wallet refund or exchange

+ 125 Kusvaa Credits

If you self-ship, we’ll add a flat 125 Kusvaa Credits to your Kusvaa Wallet, regardless of what the shipping actually costs you.

Refund to original method

No ₹200 return fee

Reverse pickup carries a ₹200 return fee; self-shipping has no such fee.

Before pickup or shipping, please:

  • Pack the correct item — the exact product from your order (same SKU / serial number).
  • Film the packing — one continuous video showing the item’s condition, tags, serial number (if any), the return ID label, and the sealing. Keep it safe. Returns without a valid packing video are rejected.
  • At pickup — have the courier sign the checklist confirming handover; they may verify the item and packaging.

Transit & self-shipping

In transit, a return is in the third-party courier’s care, so Kusvaa isn’t liable for anything lost, swapped, or damaged. Refunds and exchanges are issued only when the item we receive matches your order.

For wallet refunds and exchanges, a reverse pickup is generated automatically. To self-ship instead, cancel that pickup, don’t hand the item to the pickup agent, send it to our warehouse yourself, and share the courier details with our team.

Fraudulent returns

Sending a wrong, unrelated, or deliberately damaged item is treated as fraudulent, and the return (refund or exchange) will be rejected. We record the unpacking of every return at our warehouse and may share this footage to resolve disputes.

Quality checks & disputes

Every return is inspected within 3–5 working days of us receiving it, to confirm it matches your original order. If the item is incorrect or doesn’t pass the quality check, the return is rejected and we’ll let you know.

If you’d like to dispute the outcome, please send your packing video within 48 hours of that notification. We’ll review both your video and our warehouse footage to settle it fairly.

COD & undelivered orders

Refused COD orders: If a COD order isn’t accepted after shipment, we may restrict future COD orders on that account or ask you to verify your mobile number.

Undelivered prepaid orders: If a prepaid order is returned to us undelivered, and we don’t receive your instructions — before it reaches our warehouse — to either refund your original payment method or reship the order, the order amount is credited to your Kusvaa Wallet (valid 3 months, non-transferable, website use only).

No, the physical store orders and online orders are treated separately. Though, team is working to make it available to our esteemed customers.