Shipping and Delivery Information
How long does it take for a product to be delivered?
Products are typically delivered within 7-10 days of order confirmation if they are in stock, depending on your location. You will receive a notification once your product has been dispatched for delivery.
I have a large order. Will it take the same amount of time?
Large orders are generally delivered within 7-10 days if the products are in stock. However, customizations or special handling may require additional time. We will keep you updated about any delays.
I have ordered products with different shipping timelines together. When will I receive the products?
If your order includes products with different shipping timelines, we will either ship them together or separately after confirming with you. The delivery will be based on the agreed-upon shipping timelines.
How much do I need to pay for delivery?
We offer free delivery across India, except for certain regions not currently serviced by our logistics partners. Additional charges may apply for deliveries to Out of Delivery Area (ODA). For more information, please contact our customer care at +91 9001190790.
How do I track my order?
To track your order, please log in to our website at www.rococospace.com and visit the order tracking page at rococospace.com/apps/track. You will be able to track your order status using your tracking ID.
What should I do if I’m not home when my package arrives?
If you are unavailable when the delivery is attempted, our delivery partner will make another attempt or leave instructions for rescheduling or picking up the package from a nearby location. If you face any issues, please contact customer care.
How can I change my shipping address after placing my order?
You can change your shipping address before your order is dispatched by contacting our customer care team.
My order hasn’t arrived yet. What can I do?
If your order has not arrived within the expected delivery time, please contact our customer care team for assistance. They will help you track your order and provide updates.
How do you pack items/products?
We use secure and appropriate packaging materials to ensure that products reach you in perfect condition. Durable boxes and cushioning are used to protect your items during transit.
Can you expedite my shipment timeline?
Shipping timelines are based on the time it takes to manufacture, inspect, pack, and dispatch your order. We are unable to expedite shipments unless agreed upon before placing the order.
The shipping timeline has passed, but my product has not been shipped yet.
Delays in shipment may occur due to factors such as weather, product size, government holidays, or special occasions. If this happens, please rest assured that we are working to deliver your product as soon as possible.
My order has been shipped; however, I am still waiting to receive it.
Please track your order using the provided tracking ID. If you need further assistance, contact our customer care team for an update.
Why does my shipment status show as Return to Origin (RTO)?
RTO status is triggered if:
- You were unavailable during delivery attempts.
- The address provided was insufficient.
- You were unreachable on the contact number.
- You refused the delivery.
If your products are returned to us, we will charge 2-way delivery fees and any additional handling charges for redelivery.
How do I know which products are eligible for expedited shipping of 10 days?
Products labeled as ‘Ready to Ship’ or ‘Only Few Left’ on the Category and Product pages are eligible for expedited shipping within 10 days.
How will the ordered products be delivered?
Furniture, lighting, and decor items will be delivered through our partner delivery network. These items are carefully packed to ensure they arrive in perfect condition, and delivery personnel will bring them to your specified address. Delivery to specific floors in multi-floor buildings will depend on the policy of our delivery partner.
Can I postpone the delivery of my order?
If you need to postpone the delivery, please contact our customer care team. We will do our best to accommodate your request as long as the order has not yet been dispatched.
Will I receive an invoice detailing the charges?
Yes, you will receive an invoice detailing all charges applied to your order. The invoice will be included with your order confirmation and can also be accessed through your account on our website.
Refunds, Returns & Cancellations
Orange Tree Warranty Coverage
At Orange Tree, we stand by the quality of our products and offer a warranty to cover manufacturing defects.
What’s Covered:
- Broken or unstable joints (e.g., wobbly legs, loose connections).
- Misaligned doors, drawers, or shelves.
- Cracks in wood or metal not caused by impact.
- Uneven surfaces or warping not due to moisture exposure.
- Faulty stitching or upholstery defects.
- Peeling or chipping of laminate, paint, or finish.
- Hardware malfunctions.
- Incorrect assembly by the manufacturer.
- Missing components (e.g., screws, bolts).
- Product collapse under normal use (within specified weight limits).
What’s Not Covered:
- Normal wear and tear.
- Misuse, abuse, or improper handling.
- Unauthorized alterations or modifications.
- Accidental damage or breakage.
- Damage caused by incorrect installation.
- Consumables like light bulbs, batteries, etc.
- Cracks in marble surfaces after extended use.
For any queries, please contact our customer care team.
Can I cancel an order?
Orders cannot be guaranteed for cancellation. For cancellation inquiries, please email care@rococospace.com.
What is your Return Policy?
Returns are allowed under the following conditions:
- If an incorrect product is delivered.
- If the product has manufacturing defects or damage, the return request must be made within 48 hours of delivery.
- The product must be returned in its original packaging.
What is your Refund Policy?
To request a refund, email care@rococospace.com within 48 hours of delivery. Include your order number, delivery address, reason for the return, and, if applicable, attach an image of the defective product. Returns requested after 48 hours will not be accepted.
What should I do if the product packaging is damaged when it’s delivered?
If the packaging is damaged, inspect the product and keep all packaging materials. Contact customer care with order details and photos. Depending on the situation, you may be eligible for a replacement, refund, or partial discount.
What is your Repair Policy?
Currently, we do not have a repair policy. Please refer to our refund or replacement policy for defective products.
Can I request a replacement instead of a refund?
Yes, if there is a genuine defect in the product, we will exchange it for a replacement or offer a different product of equal value.
How long does it take to receive a refund?
Refunds will be processed within 7-10 business days after the product is picked up from your address.
How will I receive the refund?
Refunds will be credited to the original payment method.
Can I buy a different product as a replacement?
If there is a product defect, you can exchange it for a product of equal value.
Purchasing Process
Do you offer a warranty on your products?
Yes, all our products come with a one-year warranty. For assistance, please contact our customer care team.
Can I view the product before purchasing?
Yes, you can visit our stores in Jodhpur, Bangalore, and Hyderabad to view the products before purchasing online.
How do I place an order?
You can order from our website, visit our stores, or check out other websites selling our products.
Can I place an order if I live outside India?
Yes, you can place orders from outside India. Contact our customer care team for assistance.
What should I do if I made a mistake when ordering?
Contact our customer care team for assistance with your order.
How can I place an order for commercial projects or bulk orders?
For bulk orders or commercial projects, please email your requirements to projects@rococospace.com.
Products
Can I customize furniture before ordering?
Yes, you can customize your furniture before placing an order. Our customer care team can assist you further.
Will the products be the same as what I see on the website?
Due to variations in screen settings, the fabric color and wood finish may differ slightly. For personalized assistance, please contact customer care.
How can I view fabric swatches?
Fabric swatches are available on our website. For further assistance, contact customer care.
How accurately are the product colors shown on your website?
Product colors and finishes may vary slightly from the actual product due to device screen settings. For assistance, feel free to contact customer care.
Can you suggest furniture based on my room pictures?
Yes, share your room pictures with us, and we can suggest suitable furniture, lighting, and decor to match your style and space. Contact customer care for assistance.
Account Creation and Payments
How does the Bank transfer/Cheque Payment option work?
We accept bank transfers (NEFT/RTGS) and cheques for payments.
Do your prices include taxes?
Yes, all prices listed on our website include taxes.
What payment types do you accept?
We accept Credit Cards, Debit Cards, Net Banking, Bank Transfer/Cheque Payment, UPI, and Wallets. COD is not available.
Is it safe to use my credit card on your site?
Yes, shopping on our site is completely safe. All transactions are processed securely.
What should I do if a transaction fails?
If a transaction fails, check the payment details and ensure a stable internet connection. If your account has been debited, the amount will be refunded within 7 working days. Contact customer care for assistance.
Assembly Services
How do I check if assembly service is available in my city?
Assembly service is available across India, with some regions requiring extra fees. Contact customer care for assistance.
Is assembly required for all products?
Not all products require assembly. Some are do-it-yourself and easy to assemble. Contact customer care for guidance.
Are Delivery and Assembly teams the same?
No, the delivery and assembly teams are separate. Assembly will be scheduled within 7 days after delivery.
GST-Related Questions
How can I get my invoice/GST invoice?
Please contact customer care for your invoice or GST invoice via email or WhatsApp.