Frequently Asked Questions

Q

Are you delivering non-essential products?

A

As per the latest notification by the Government of India, we have started delivering our products across the country. Please note that there would be a delay in delivering to areas classified as Containment zones.

Q

Do you have “No Contact Delivery”?

A

Yes. The delivery executive will drop off the package outside your door and inform you via call (For online payment orders only, not applicable for COD)

Q

Can I pay for my orders with COD (Cash on Delivery)?

A

We have enabled Cash on Delivery (COD) as a payment option for most pin codes. However, if the COVID situation gets worse in some pin codes, we may disable it for such pin codes.

Q

Are you delivering to my address?

A

As per the latest notification by the Government of India, we have started delivering our products across the country. Please note that there might be a slight delay in delivering to areas classified as Containment zones. If required, customers in containment zones can also do a self-pickup from the nearby delivery offices. You can get in touch with customer care (at customercare@GoSparsh.com) to get the address of the delivery office.

Q

How long will it take to deliver to my address?

A

You can check the delivery time for your pin code on the website at checkout or on the product details page. The delivery time may be longer for areas classified as Containment zones. For other areas, the delivery time will range between 5-9 days.

Q

Why is it showing a longer delivery date for my pin code?

A

Due to logistic challenges and government guidelines, it may take longer to deliver products in certain pin codes. We appreciate your patience for bearing with us.

Q

Why is my order taking longer to get delivered?

A

We have started delivering to all pin codes, as per Government guidelines. We will process your order and notify you through email and app once it is shipped.

Q

Are returns and exchange available for my orders?

A

Yes, return pickup is available. However, we may ask you to self-ship your order if your pin code moves into a red zone. Exchange is enabled for select pin codes only due to the current situation. Read our details returns and exchange policy.

Q

When will you pickup my return order?

A

Your return order will be picked up within 7 days of placing the return request. However, we may ask you to self-ship your order if your pin code moves into a red zone. Read our details returns and exchange policy.

Q

What is Go Sparsh doing to keep customers safe?

A

We are taking many measures to keep our customers safe. Click here to know more.

Get Started

Q

I am not sure which product to buy. Can you please help me out?

A

Sure! We are always available between 9 AM to 8PM. We will help you choose the best fit and best products. Kindly, call us at 0821-4232000 and one of our product specialists will guide you.

Q

How do I register with Go Sparsh?

A

Follow these steps to register:

  • Click SIGN IN / REGISTER at the top right corner of the page
  • Click on REGISTER
  • Enter your details
  • Click on CREATE ACCOUNT

You are now registered with Go Sparsh.
Alternatively, use your Face book account or Google account.

Q

I have forgotten my login password, what do I do?

A

Please click “Forgot Password” on the login page & enter your email id. You will receive a link to help you reset your password.

Q

The customer care number provided on the website is always busy? How long do I need to wait?

A

We truly regret the inconvenience caused. Our associates might be busy assisting other customers. Please call us after sometime or Contact us .

Q

I want to send a surprise gift to my wife but don’t know much about lingerie, can you please help me out?

A

Sure! We are always available between 9 AM to 8PM. We will help you choose the best fit and best products. Kindly, call us at 0821-4232000 and one of our product specialists will guide you.

Q

What are the discounts currently running on your site?

A

We always have discounts and offers live on the site for multiple brands. We suggest you visit our site and click Sale to know more.

Q

In case I return the products, will the COD charges be credited back?

A

No. These are one time charges and are non-refundable.

Q

I have been charged ₹88 on my order. Why?

A

Break up of this is ₹49 against shipping charges and ₹39 against COD charges.

Q

What does assorted color mean?

A

Same style but different colors and patterns.

ORDER RELATED

Q

I don’t know how to place my order.

A

Follow these steps:

  • Select the product
  • Select the size
  • Pick the color
  • Click ADD TO CART
  • Click on PLACE ORDER
  • Enter your shipping details
  • Select the mode of payment
  • Note your order number

Alternatively, you can always Contact Us and one of our associates will help you to place an order.

Q

I got an error while placing the order. I’m not sure if the order is placed.

A

For every successful order, you will receive an email and a SMS confirming the order. If in case the order was not placed successfully, we request you to place the order again.

Q

How do I track my order.

A

Follow these steps:

  • If you are a registered customer with us, you can always login into your account and you will be able to see the status of your order.
  • If you are a non-registered customer, click on the link and you will be able to see the order history.

Q

Can I see the products before I accept the courier?

A

We do not have open delivery facility at this point in time. In case you are not happy with the item received, you can raise a return request through the link

Q

How do I cancel my order?

A

An order can be cancelled via your Go Sparsh account page until the order is shipped out. Go to order history page and cancel the order.
In case the order is already shipped out, please write to us via contact us page. We will initiate the cancellation process.

Q

How do I add new products or remove some products from my order?

A

You will have to cancel the order via your order history page. Once done, you can place a fresh order with the required products.

Q

Will you list the items ordered on the package / box received?

A

We follow discreet packaging, hence we do not mention product details on the package. However we do send an invoice for the order placed with the product details to your email id.

Q

Can I change my shipping address/Contact details after I have placed my order?

A

We can certainly change the address in case the order is not yet shipped from our end. Contact us to get it changed. If the order is already shipped out, we will not be able to make any changes.

Q

I am placing an order as a gift to my loved one. Will she receive the price tags and invoice?

A

As per Indian Tax Regulations, all items (including gifts) will be shipped with an invoice mentioning the price.

ONLINE

Q

What are Online?

A

Online are as good as cash (1zCoin=1 Rupee). You can use Online to buy any item on our site (no strings attached). Online will be auto applied on the payment page.

Q

My order value is more than my available Online. Can I proceed to place order?

A

The balance amount post applying Online can either be paid via credit card or you can opt to select Cash on delivery as your pay mode.

Q

How long are Online valid?

A

Online are valid for a year from the issued date.

Q

Does it apply on all products from the site?

A

Yes. Online can be used against all products on our site.

Q

Can I club Online and Marketing discounts together in a single order?

A

. Online are treated as money and hence can still be clubbed along with marketing discounts in a single order.

DELIVERY

Q

How long do you take to deliver?

A

Delivery time depends on your pin code. You can always check by entering your pin code on the product page, below ‘ADD TO CART’ button.

Q

Do you deliver in my area?

A

We deliver to 20000 pin codes across India. You can always check by entering your pin code on the product page, below ADD TO CART button before proceeding to payment page.

Q

Do you provide Cash on Delivery in my area?

A

We depend on our courier partners to provide Cash on delivery option and we work closely with them to increase our serviceability on a regular basis. You can always check the serviceability of your pin code by entering it on the product page, below ADD TO CART.

Q

When will I receive my order? How can I check whether it is shipped or not?

A

We ship all our orders within 24-48 hours. Once the order is shipped, you will receive an email with the tracking number and the courier details.

Q

I got a mail saying my order has been dispatched. When will it be delivered? What is my courier tracking number?

A

Track your order using the link in your dispatch mail. You can also check your courier details via the same mail.

Q

The tracking number for my shipment appears to be invalid or no records found. Why?

A

It may take up to 24 hours for the order status to be updated on our courier partner’s website. If you are unable to track your shipment post 24 hours, do contact us to track your order.

Q

I am not in town on the delivery date? Can I choose my delivery date?

A

Once the order is placed, please contact us and we will try to deliver the order on your preferred date.
Please note, we do not deliver on Sundays and Public Holidays.

Q

I ordered a gift and by mistake I put my name in the shipping address. How can I change it?

A

You can contact us before the order is shipped and we will be able to edit the contact details for the order.

GST

Q

I am being charged a GST amount on my order. What is GST?

A

GST will have to borne/paid by the ultimate consumer of the product or service. Goods and services tax (GST) is an indirect tax applicable throughout India which replaced multiple cascading taxes levied by the central and state governments. It is a destination based tax on consumption of goods and services.

Q

How is the GST amount decided?

A

Following rules will govern whether or not GST will be applicable on the products purchased by you:
1. For product < 20% discount, listed price is inclusive of GST. For product having>20% discount the applicable GST will be collected on the discounted price.
2. GST amount: If applicable, the amount of GST collected from customer depends on category:

  • Lingerie: 5% of product price will be collected from the customer
  • Accessories: 18% of product price will be collected from the customer.

Q

If I return the purchased product will the GST amount charged be refunded?

A

Yes. If you return the product as per the returns policy then the applicable GST amount will also be refunded to your Go Sparsh account in the form of Online.

Q

If I cancel my order will the GST amount charged be refunded?

A

Yes. If you cancel the order, the applicable GST amount will also be refunded to your Go Sparsh account in the form of Online.

PAYMENTS

Q

I have received an error after I entered my card details. What shall I do?

A

We apologize for the inconvenience caused. This can be a temporary issue. Please try again after a few minutes.

Q

The amount has been deducted from the account but the order has not been placed.

A

This could be one the challenges faced when the transaction times out. However if the order is not successfully placed in our system, it will automatically return the amount to your bank within 7 working days.

Q

Why is there no Cash On Delivery service in my area?

A

We depend on our courier partners to provide Cash on delivery option and we work closely with them to increase our serviceability on a regular basis. You can always check the serviceability of your pin code by entering it on the product page, below ADD TO CART button.

Q

Is there a charge for COD order?

A

We charge a nominal convenience charge of ₹39 on all Cash on Delivery orders. This charge shall not be levied if you opt for any prepaid mode such as Debit/Credit card, Wallet, Online or Coupon codes.

Q

I have placed a COD order and confirmed it. I would like to make an online payment now.

A

Please contact us and we will provide you with the bank details to which the amount could be deposited. Once the payment is received, we will process your order and have the same ship out as a pre-paid order.
Alternatively you can cancel the order and place a new prepaid order.

RETURNS / EXCHANGE

Q

What is your return/exchange policy?

A

Go Sparsh’s returns and exchange policy is hassle-free and simple. You need to return/exchange a product within 15 days

  • Only size exchange is available.
  • Only for limited pin codes.
  • Our delivery agent will deliver the new item and simultaneously pick up the original item from you.
  • Due to the intimate nature and hygienic standards of certain items, we regret that it is not possible for us to accept returns on Briefs, Panties, Stick-On Bras, pasties and some accessories.
  • Products that are sold as packs cannot be returned as individual items.
  • In the interests of hygiene, we may refuse returns where it’s obvious that the item has been worn, washed or soiled.
  • Coupon codes are non-returnable.
  • Gift wrapping charges will not be refunded if goods are returned. Also, we will not be able to gift wrap any replacements you have asked for.


There are two ways to return the product to us:

  • Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
  • Self-Ship: If we don’t offer a pick up at your location, we request you to self-ship the product to us. In such cases, we will credit 100 Online in your account in lieu of the shipping costs.


In case of any more questions, please Contact Us.

Q

How Does The Return/Exchange Pick-Up Process Work?

A

Step 1
PACK PRODUCTS
Ensure the products are unworn, unwashed with the original brand tags and packaging intact. Put the product with its original packaging in a box.

Step 2
SEAL BOX
Seal the box. This step is important to ensure that the courier partner does not open/ tamper with the contents of the box.

Step 3
HANDOVER TO COURIER & RECEIVE YOUR EXCHANGED PRODUCT
If your pin code has reverse pickup facility, a courier person will come to your doorstep once the return/exchange process is initiated.
In case of return, handover the packed box to the courier person for return. You will receive the refund in the form of Online once we have received the package in our warehouse.
In case of Exchange, handover the packed box to the courier person & you will receive your exchanged product at the same time.

You can also self-ship your products.

Q

How Do I Self-Ship Products For Return/Exchange?

A

Step 1
PACK PRODUCTS
Ensure the products are unworn, unwashed with the original brand tags and packaging intact. Put the product with its original packaging in a box.

Step 2
SEAL BOX
Seal the box. This step is important to ensure that the courier partner does not open/ tamper with the contents of the box.

Step 3
COURIER THE PACKAGE
Ship the package through any courier service to the below mentioned address:

13, Session Court Road,

Bhilwara, Rajasthan

311001

On receipt of the product at the warehouse, Online will be credited to your account along with 100 Online for Courier Charges.

Q

Can I return / exchange any product bought from Go Sparsh?

A

Due to the intimate nature of some products, it is not possible for us to accept returns on briefs, panties, stick-on bras, pasties and accessories to maintain hygiene standards. Products from other categories can be returned within 15 days of purchase.

Q

Can I do both return and exchange on my order?

A

Yes, you can return and exchange products in your order.

Q

The product I want to return was bought on discount. Will I get refunded the full amount?

A

No. You will only receive the exact amount paid for the product.

Q

Is VAT charges refundable?

A

Yes. VAT charges will be credited back in case it is applied against the returned item.

Q

In case I return the products, will the COD charges be credited back?

A

No. These are one time charges and are non-refundable.

Q

In case I return the products, will the Shipping charges be credited back?

A

No. These are one time charges and are non-refundable.

Q

Can I get a cash refund of courier charges in case of self-shipment?

A

No. Courier charges are only paid in the form of Online and are non-refundable. Online credited are valid for a year and can be redeemed against your next purchase.

Q

I have created a Return/Exchange request. When will the product be picked up and exchange product delivered?

A

Number of days to pick up a product may vary as per your pin code. The product will be picked anywhere between 5-7 days.

Q

I have created a Return request. When will I get the refund?

A

You will receive the refund in the form of Online, once the package reaches the warehouse. To request for cash refund, you may Contact Us.

Q

Can I exchange a product for a different product?

A

Products can be exchanged only for a different size of the same product. If you want to exchange for a new product, you can return the product and place a new order.

Q

Will the discount availed on the original order be applicable on my exchange order?

A

Yes, it will be applicable

Q

I have initiated return/exchange. Can I have my exchange order delivered to a different address?

A

No. Once the return/exchange request is initiated, the address can’t be changed.

Q

What if I’m not available when the pickup is being attempted?

A

Our courier partner will attempt to contact you 3 times. You can let him know a convenient time to pick the product up

Q

What If the product I want to exchange is out of stock?

A

You may choose to return and place a new order for a different product.

Q

Can I return a gift?

A

If you received a product as a gift from loved ones and need to exchange it for an alternate size, please follow our return/exchange policy. You may Contact Us to request a return.

COUPEN CODES

Q

Why should I buy a Go Sparsh coupon code?

A

The Go Sparsh coupon code is the perfect way to surprise a loved one on occasions like weddings, anniversaries, birthdays, festivities, or any other special days. And on days you just feel like pampering yourself or someone special, the Go Sparsh coupon code will deliver again.

Q

How does the Go Sparsh coupon code work?

A

All you need to do is select an amount to fill in the card. You will then need to give us the recipient’s email ID and make the payment. Once the payment is made, we will deliver the coupon code to them over the email, with all y(our) love. They can then redeem it on any purchase on Go Sparsh. Really, it’s that simple.

Q

How do I buy the Go Sparsh coupon code online?

A

Once you are on the Go Sparsh website/app, follow the steps mentioned below to purchase a coupon code:

  • Go to the Menu/Navigation bar on top and click on Coupon codes
  • Click on the banner that says “Shop Coupon codes”
  • Choose the occasion for which you want to buy a card, and then click on the send button
  • Fill the required information—recipient email, amount, sender e-mail, and phone number
  • Add a personalized note (if you wish to), and click on pay to complete the transaction.