Customer Care

Shipping & Delivery

Free shipping on all orders above ₹15,000. COD available — pay just 20% advance at the time of order. Remaining amount on delivery.

Delivery Timeframes

Order Type	Timeframe	Details
Ready to Ship	3–7 business days	In stock, dispatched within 24–48 hours of order confirmation
Made to Order	20–35 days	Handwoven to your specifications. Timeline shared at order
Bespoke / Custom	30–45 days	Design consultation first, then weaving begins
Metro Cities	3–5 days	Delhi, Mumbai, Bengaluru, Chennai, Hyderabad, Kolkata
Tier 2 & 3 Cities	5–7 days	Most PIN codes covered
Remote Areas	7–10 days	J&K, Northeast, Andaman & Nicobar, Lakshadweep

Shipping Charges

Orders above ₹15,000 — Complimentary shipping, anywhere in India
Orders below ₹15,000 — ₹150 flat shipping charge
COD orders — Additional ₹50 handling charge applies

Cash on Delivery (COD)

COD is available across India. For COD orders, we collect a 20% advance payment via UPI or bank transfer before dispatch. The remaining 80% is paid to the delivery person at the time of delivery. This ensures your order is reserved and dispatched promptly.

To place a COD order, select "Cash on Delivery" at checkout and our team will reach out on WhatsApp within 2–4 hours to confirm the advance payment.

Order Tracking

Once your order is dispatched, you'll receive a WhatsApp message with the courier name and tracking number. You can track your shipment directly on the courier's website. If you haven't received tracking details within 48 hours of placing your order, message us on WhatsApp at +91 93546 55110.

Courier Partners

We ship through Blue Dart, Delhivery, DTDC, and Ekart depending on your location. For high-value orders (above ₹30,000), we use insured shipping with Blue Dart to ensure your saree reaches you safely.

Packaging

Every piece is packed in acid-free tissue paper, placed in a branded box, and wrapped in a protective outer layer. Silk sarees are packed with silica gel to prevent moisture damage during transit. The packaging is designed to keep your saree in perfect condition whether it takes 3 days or 10.

International Shipping

We ship worldwide. International orders typically take 10–20 days depending on destination. Shipping charges are calculated at checkout based on weight and country. Customs duties and import taxes, if applicable, are the buyer's responsibility. We declare all items at full value on customs forms — we do not under-declare.

Questions about your order? We respond within 2 hours on WhatsApp.

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Customer Care

Returns & Exchange

7-day return window from the date of delivery. Exchange available within 15 days. Made-to-order and bespoke pieces are non-returnable (see below).

What Can Be Returned

Ready-to-ship sarees, suits, and lehengas in original, unworn condition
Items with original tags, tissue wrap, and packaging intact
Items that arrived damaged, defective, or different from what was ordered

What Cannot Be Returned

Made-to-order and bespoke pieces — woven or crafted specifically for you
Items that have been worn, washed, or altered
Items without original packaging or with tags removed
Sale items marked as "Final Sale"
Blouse pieces that have been stitched or altered

How to Initiate a Return

Message us on WhatsApp at +91 93546 55110 within 7 days of receiving your order
Share your order ID and a short description of the reason for return
If the return is for a damaged or incorrect item, send 2–3 photos of the issue
We'll confirm the return eligibility within 24 hours and share pickup details
Pack the item securely in the original packaging and hand it over to our courier

Do not ship items back without our prior confirmation — returns sent without authorization cannot be processed.

Refund Timeline

Payment Method	Refund Timeline
UPI / Bank Transfer	3–5 business days after we receive the item
Credit / Debit Card	5–7 business days
COD (Cash on Delivery)	Refunded to bank account via NEFT — 5–7 days. Please share your account details when initiating return.

Exchange Policy

You can exchange a ready-to-ship item for a different colour, design, or product within 15 days of delivery. The item must be in original condition with tags intact. If the replacement item costs more, you pay the difference. If it costs less, we issue store credit.

To request an exchange, WhatsApp us with your order ID and what you'd like in exchange.

Damaged or Wrong Item Received

If you received a damaged, defective, or incorrect item, please message us on WhatsApp within 48 hours of delivery with clear photos. We'll either dispatch a replacement immediately or process a full refund — your choice. In this case, return shipping is fully covered by us.

Return Shipping Cost

For standard returns (change of mind), return shipping cost is borne by the customer. We'll provide the courier details and you can arrange pickup or drop-off. For defective or wrong items, we bear the return shipping cost.

Need to start a return or exchange? Message us directly.

Start Return on WhatsApp

Customer Care

Size Guide

Sarees

Sarees are one-size in terms of the main drape — every saree on EthnicSoul is 6.3 metres in length, which is standard for most draping styles. The width is typically 44–48 inches.

The piece that needs sizing attention is the blouse piece. Most sarees come with an unstitched blouse piece of 80cm–1 metre. You take this to a local tailor and get it stitched to your exact measurements. We do not stitch blouses unless specifically requested (available as an add-on — ask us on WhatsApp).

How to Measure for a Blouse

Measurement	How to Measure	Tip
Bust	Around the fullest part of your chest	Keep the tape slightly loose — not tight
Waist	Around the narrowest part of your torso	Usually 3–4 inches above the navel
Back Length	From shoulder base to where you want the blouse to end	Standard is 14–15 inches
Shoulder Width	Straight across from shoulder edge to shoulder edge at the back	Important for sleeve fit

Suits (Salwar Suits)

Suits on EthnicSoul are available as unstitched fabric sets unless marked "Ready to Wear." You take the fabric to your tailor and get it stitched in your size. This ensures a perfect fit regardless of your measurements.

Each suit set includes: kurti fabric, bottom fabric, and dupatta. Total fabric is sufficient for sizes up to XL. For sizes above XL or specific fits, message us before ordering to confirm fabric sufficiency.

Standard Suit Size Reference

Size	Bust (inches)	Waist (inches)	Hip (inches)
XS	32–33	25–26	34–35
S	34–35	27–28	36–37
M	36–37	29–30	38–39
L	38–40	31–33	40–42
XL	41–43	34–36	43–45
XXL	44–46	37–39	46–48

Lehengas

Lehengas are typically semi-stitched — the skirt is stitched with a drawstring or hook at the waist, and the blouse is unstitched. The skirt waist can usually be adjusted by ±2–3 inches by a tailor.

Lehenga Skirt Sizing

Waist Size	Fits Waist (inches)	Hip (inches)
Free Size	26–36	Up to 44
S / M	26–30	Up to 40
L / XL	32–38	Up to 46

Custom Sizing

All made-to-order pieces are crafted to your exact measurements. When placing a made-to-order request, share your full measurements with us on WhatsApp. Our team will guide you through the measurement process to ensure a perfect fit.

Not sure about sizing? WhatsApp us your measurements and we'll tell you exactly which pieces will work and how to get them stitched for the best fit.

Sizing questions? Our team responds within 2 hours.

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Customer Care

Care Instructions

A genuine Banarasi or Kanjivaram silk saree, cared for correctly, lasts 30–50 years. Most damage happens in the first week after purchase — follow these steps from day one.

Washing Silk Sarees

Never machine-wash. The agitation damages the weave and can snap zari threads permanently
Hand wash in cold water using a mild shampoo (shampoo is formulated for protein fibers — same family as silk)
Do not soak. Gently swish in water, rinse thoroughly
Do not wring — press gently between two dry towels
Lay flat to dry in shade. Never dry in direct sunlight — UV fades silk and weakens fibers
For heavily embroidered pieces or dense zari work, prefer dry cleaning over washing. Inform the dry cleaner about zari work

Washing Suits & Lehengas

Cotton suits: Machine wash on gentle cycle in cold water, inside out
Georgette & chiffon: Hand wash in cold water or dry clean
Chanderi & silk blends: Dry clean recommended
Embroidered pieces: Always hand wash or dry clean — machine washing damages embroidery threads
Do not use harsh detergents. Use a fabric-specific or mild liquid detergent

Ironing

Iron silk sarees on the reverse side, never directly on the face
Use low to medium heat. Silk scorches easily
Never iron directly over zari work — the heat damages the metallic threads
Use a thin cotton cloth between the iron and the saree as a protective layer
Steam ironing works well for georgette and chiffon

Storing Silk Sarees

Store wrapped in muslin cloth — never plastic. Plastic traps moisture and causes silk to yellow
Refold along different lines every 2–3 months to prevent permanent crease marks
Keep a small silica gel packet in your storage box to control humidity
Place dried neem leaves or a wrapped camphor block nearby (not touching fabric) to deter insects
Store in a cool, dry place away from moisture and direct light

Caring for Zari Work

Zari (gold/silver thread) tarnishes naturally over time — this is normal, not a defect
Avoid perfume or deodorant contact with zari areas — chemicals accelerate tarnishing
If your zari has tarnished significantly, take it to a specialist who works with Banarasi or Kanjivaram sarees for professional cleaning
Do not use metal polish or abrasive cleaning on zari

After Wearing

Air out the saree for a few hours before folding and storing — especially after functions with food, smoke, or heavy perfume
Perfume absorbed into silk and stored immediately develops a musty odor over time
Fold and store only after the saree is completely aired and at room temperature

Handling Embroidery

Never pull or tug embroidery threads — if a thread comes loose, leave it and take to a tailor who works with Indian embroidery
Store embroidered pieces flat or loosely rolled rather than tightly folded to prevent thread compression
Keep embroidered blouses separate from the saree or wrap in separate tissue paper

Have a specific care question about a piece you bought from us?

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Customer Care

Frequently Asked Questions

Ordering

How do I place an order?

Browse the collection, add items to your bag, and proceed to checkout. Fill in your delivery details and choose your payment method. You'll receive an order confirmation on WhatsApp within 30 minutes. If you need help selecting a piece, message us directly on WhatsApp — we're happy to guide you.

Is COD (Cash on Delivery) available?

Yes. COD is available across India. For COD orders, we collect a 20% advance payment before dispatch. This is typically ₹2,000–₹5,000 depending on the order value, paid via UPI or bank transfer. The remaining amount is paid cash to the delivery person. The advance ensures we can reserve your piece and dispatch it promptly.

Can I modify or cancel my order after placing it?

Ready-to-ship orders can be modified or cancelled within 12 hours of placing. After that, if the item has been dispatched, cancellation is not possible. Made-to-order pieces cannot be cancelled once weaving has started. Message us on WhatsApp as soon as possible if you need to make changes.

Do you offer made-to-order sarees?

Yes. Any saree in our collection can be replicated as a made-to-order piece in your preferred colour or with customizations. We also accept fully custom designs. Made-to-order pieces typically take 20–35 days. Contact us on WhatsApp with a reference image and your requirements to get started.

What payment methods do you accept?

We accept UPI (GPay, PhonePe, Paytm), bank transfer (NEFT/IMPS), and Cash on Delivery. Online card payments via Razorpay are coming soon. For large orders, bank transfer is often the most convenient option.

Products

Are the sarees genuinely handwoven?

Yes. All sarees on EthnicSoul are sourced directly from master weavers in Varanasi. No middlemen. Every piece is handwoven on traditional pit looms. We work with the same weaving families who have been producing Banarasi silk for generations. The patterns you see are woven in, not printed — you can verify this by looking at the reverse side of the saree.

How do I know if a saree is pure silk?

Genuine Banarasi silk sarees carry the Silk Mark certification from the Central Silk Board of India. You can verify pure silk at home with a quick burn test: pull a single thread from an inner fold and burn it. Pure silk smells like burning hair and leaves a crushable ash. Synthetic fabric melts and hardens into a plastic bead. All our pure silk sarees carry the Silk Mark tag.

What is the difference between Katan, Organza, and Georgette?

Katan is pure silk — heavy, rich, the most traditional Banarasi choice. Organza (Kora) is sheer and lightweight, ideal for functions in warmer weather. Georgette is the softest and most comfortable for long events — it drapes fluidly and is easier to manage throughout a full day. All three can carry the same Banarasi weaving and zari work.

Are your sarees suitable as gifts?

Absolutely. We offer gift packaging on request at no extra charge — just mention it in the order notes or message us on WhatsApp. We can also include a personalised handwritten note. Gift purchases are a significant part of what we do, and we take the presentation seriously.

The saree looks different in the photo vs. in real life. What should I do?

Colours can appear slightly different on screen due to photography lighting and monitor calibration. We try to photograph in natural light for accuracy, but for very colour-sensitive purchases, ask us on WhatsApp and we'll send you a short video of the piece in natural light before you order. If the item delivered is significantly different from what was shown, contact us within 48 hours — we'll resolve it.

Delivery

How long does delivery take?

Ready-to-ship orders are delivered in 3–7 business days across India. Metro cities typically receive within 3–5 days. Made-to-order pieces take 20–35 days. You'll receive a WhatsApp message with your tracking number once the order is dispatched.

How do I track my order?

We send your tracking number via WhatsApp once the order is dispatched. You can use this number on the courier's website (Blue Dart, Delhivery, or DTDC depending on your location) to track delivery. If you haven't received a tracking number within 48 hours of your order, message us on WhatsApp with your order ID.

Do you ship outside India?

Yes, we ship worldwide. International orders typically take 10–20 days. Shipping charges are calculated at checkout based on destination and package weight. Customs duties and import taxes are the buyer's responsibility. We declare all items at full value on customs forms.

My package arrived damaged. What do I do?

If your package arrives visibly damaged, photograph the outer packaging before opening it. Then photograph the product inside. Message us on WhatsApp within 48 hours with these photos and your order ID. We will either send a replacement or process a full refund — your choice. Do not accept a package that appears to have been tampered with. You can refuse delivery and message us immediately.

Returns & Payments

Can I return a saree if I don't like it?

Ready-to-ship sarees can be returned within 7 days of delivery in original, unworn condition with all packaging intact. Made-to-order and bespoke pieces cannot be returned. Message us on WhatsApp to initiate a return — do not send back without prior confirmation.

How long does the refund take?

Once we receive the returned item and verify its condition, refunds are processed within 3–7 business days. UPI and bank transfer refunds typically complete in 3–5 days. For card payments, 5–7 days. COD refunds are done via NEFT to your bank account.

Can I exchange a saree for a different one?

Yes. Exchanges are accepted within 15 days of delivery for ready-to-ship items. The item must be in original, unworn condition with tags. If the replacement piece is priced higher, you pay the difference. If lower, we issue store credit. Message us on WhatsApp to arrange an exchange.

About EthnicSoul

Where are your sarees made?

All our sarees are handwoven by master weavers in Varanasi, Uttar Pradesh — the historical home of Banarasi silk weaving. We source directly from the weaving families with no intermediaries. Our suits come from established craft clusters across North India.

How do I contact EthnicSoul?

WhatsApp is the fastest way to reach us — +91 93546 55110. We respond within 2 hours during business hours (9am–9pm IST). You can also email us at hello@ethnicsoul.online. For order-related issues, always share your order ID so we can help faster.

Do you have a physical store?

We are currently online-only. We work directly from our weaving units in Varanasi, which is how we keep our prices fair and our selection fresh. If you'd like to see specific pieces before buying, we can video call with you and show you the saree in natural light so you can see the true colour, texture, and drape before deciding.

Didn't find what you were looking for? Ask us directly.

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