Thank you for choosing ON THE RACK! We are committed to ensuring that your shopping experience with us is smooth and enjoyable, especially when it comes to the delivery of your preferred apparel. Please review our shipping policy to understand how we handle shipping and delivery:

 

Purchases and shipping charges-

● We charge a shipping fee of ₹100 on all our orders.
● You will be applicable for free shipping on an order amount of ₹4500 or above.
● We do not offer cash on delivery, all orders placed are supposed to be prepaid by the customer.

 

Shipping time-

● Once an order is placed, it will be shipped within 2-3 working days.

● Estimated delivery times vary based on your location and the selected shipping method. Typically, shipping to metro cities takes 3-4 working days, and to tier 1 cities takes 5-7 working days.

● However, please note that it may sometimes take longer as we rely on  third-party delivery services.

 

Cancellations-

● Once the order has been placed and processed it can’t be cancelled.

● Shipping costs are non-refundable (during exchanges).

● Please inform us within 24 hours if your parcel shows ‘delivered’ but you have not received it. Post that we will be unable to address the issue with our courier partners.

● We currently only provide store credit for exchanges and not bank refund or cashbacks.

● On The Rack reserves the right to refuse an exchange that does not meet our exchange requirements.

● We are not responsible for courier related delays, but will ensure it reaches you the quickest possible!

● If you’ve received a damaged item, please reach out to us immediately with clear photos of the defect, the outer courier pouch, and the original packaging. An unboxing video is a must.

 

Delivery Address-

● Verify that the delivery address provided at checkout is accurate and complete. We are not accountable for any delays or non-delivery due to incorrect address information.

● A change of address is allowed only if the order is yet been dispatched from the warehouse. Once the order is in transit, address changes cannot be made.

 

Order Tracking:

● After your order is shipped, we will send a shipping confirmation email and a message to your registered WhatsApp number containing a tracking number. Use this tracking number to check the status and location of your order.

 

Shipping Partners:

● We work with reputable shipping partners to ensure the safe and timely delivery of your orders. Our partners are committed to providing a reliable service. We primarily use Delhivery or Shiprocket to ship the majority of our parcels. Lost, damaged or delayed shipments-

● There may be delays in delivery due to reasons such as unforeseen circumstances or political issues in the delivery zone.

● In the rare event of a lost or significantly delayed shipment, please contact our customer support team at ontherack.in@gmail.com  We will work to resolve the issue promptly.

● Please inspect your order upon reception and contact us immediately with clear photos of the defect and an unboxing video for us to evaluate the issue.

● If the item is defective, damaged or if you have received a wrong product; only then it shall be eligible for an exchange.

● Please note that we will only replace an item for what you had originally ordered. If in case that product is not available then you shall receive a store credit for it.

 

At ON THE RACK, our commitment to quality products and outstanding service ensures your satisfaction. We are excited to be your fashion partner.