Contact & FAQ


Business Hours: 10 am - 6pm 
Business Days: Monday - Saturday

*The 2nd and 4th Saturdays are office holidays including all public holidays declared by the Government of India. 

Contact Co-ordinates:

For our customers:
For collaborations: 
For corporate requests: 

You can call on +91-9884502289 for updates on your order, exchange & return requests or if you'd like to collaborate with us. 

Frequently Asked Questions:

Where are you based out of? 

We are based out of Chennai, India. 

Do you use Genuine Leather or PU for your products?

We use environmentally certified Genuine Nappa Leathers sourced from Tanneries accredited with gold standards in terms of their processes from start to finish. You can read more about it here - Our Leather

What is your return policy?

Hassle-Free Return policy. You can initiate a return/exchange request within 7 days from the date of receiving the products and we will take care of the rest for you :) You can read more about it here - Order & Return policy 

Who are your courier partners?

Shipments within India: Blue Dart Express, Delhivery, Ecomexpress 

Shipments outside India:

  • Fedex/DHL/Aramex for all Express Shipments
  • India Post for all Standard Shipments.

How do you process customised orders? 

We accept customised orders only through online payment. It can be processed through any of our registered online partners.

If in the event, you place a customised order with Cash on Delivery, our customer service executive will give you a call and request for an online payment. The same will be processed through a link sent to your mobile number and email ID. The link will be sent from Hourglass Design Private Limited. 

We take 7 business days to ship out a customised order since the product needs to be shipped back to our factory to emboss the initials. 

What is the Delivery timeline?

For all orders within India,

2-3 business days from the day you receive the shipping confirmation email. For all states in the North East of India, it will take an additional 3 business days. 

*If in the event there is a spike in the number of orders for a particular product, it could take upto 7 business days. 

With COVID-19, there will be a shipping and logistics delay for some products by 5-7 business days. 

For all orders outside India, 

For Regular Shipping - 4-6 weeks from the day you receive the shipping confirmation email.

For Express Shipping - 14 business days from the day you receive the shipping confirmation email.

What does business days mean?

Business days here refer to Monday to Friday. It does not count weekends and public holidays in India or in the respective countries. 

Can I club the loyalty points and store discount together for an order? 

No, you cannot. We allow only one discount to be allowed at a time. 

Do you have a warranty on your products?

Yes, we do. We have an exclusive 1-year warranty on your product from the date of purchase. You can read about it here - Our Warranty

How can I cancel an order I placed?

Please email us at with your order number and the reason you would like to cancel it. This has to be done within 24 hours of placing the order. Any cancellation after that is treated as a refund. 

Can I change an order I had placed, for another product?

Yes you can. Please email us at with your order number and all details regarding the product you would like. Please do the same within 24 hours as your order might get shipped out. 

Is there a return policy for the sample sale?

No, there is no return policy for the sample sale. 

How do you sign up for your Loyalty Points programme?

  • You can sign up for the Loyalty programme from the left corner of your screen. 
  • Once you sign up you will open a window which tells you about the different milestones you can reach to get exclusive discounts. 
  • You will not be able to combine the Loyalty points with the any other store discount. 

What are your payment options? 

We support all major credit and debit cards around the world. You can pay online using any of the below-given platforms

Customer within India:

  • PayU Payments (UPIs, Net banking, Wallets and other modes)
  • Razor Pay (UPIs, Net banking, Wallets and other mode)   
  • CC Avenue                                

    We also have Cash on Delivery (Only for customers within India)

    International Customers:

    • Paypal
    • Razor Pay 
    • PayU