FAQ
Shipping & Delivery
1. Do you deliver across India?
Yes, we ship Pan-India, covering over 14,000 pin codes (excluding Andaman & Nicobar and Lakshadweep). We also offer free shipping on all orders within Assam and Northeast India.
2. How long will it take to receive my order?
Our team processes & packs your order within 24 hours, and we dispatch it within 24 to 48 hours. Once dispatched, deliveries within Assam generally take 3-5 business days, while orders for the Rest of India (ROI) take 5-10 business days.
3. Do you offer fast or same-day delivery?
Yes! We offer an exclusive, free Same-Day Doorstep Delivery service for customers within Dhemaji town. Simply place your order before 5 PM to receive it the very same day. Orders placed after 5 PM will be delivered within 24 hours. For out of Assam orders, expedited shipping options are available at checkout for an additional charge.
4. How can I track my shipment?
Once your order is shipped, a tracking ID will be sent to you via email or WhatsApp. We highly recommend providing an active WhatsApp number during checkout so you can easily receive real-time order updates.
Payments & Orders
5. Do you offer Cash on Delivery (COD)?
We offer a Partial Cash on Delivery (PCOD) option Pan-India for order values ranging from ₹500 to ₹10,000.
6. How does Partial COD (PCOD) work?
To confirm a PCOD order, a small advance payment of 10% of your total order value or ₹100 (whichever is higher) is required at checkout. The remaining balance can be paid in cash or via UPI directly to the delivery executive when your package arrives.
7. What happens if my location is not serviceable for Partial COD?
If your pin code is unserviceable by our primary courier partner, we will do our best to find an alternate logistics provider. If no alternate option is available, your order will be canceled, and your initial advance payment will be refunded in full.
Returns & Exchanges
8. What is your return and exchange policy?
We offer a 7-day replacement/exchange policy specifically for items that are defective, damaged, or incorrectly delivered. The item must be unworn, unused, with tags attached, and in its original packaging. We highly recommend taking a continuous unboxing video when you receive your package to help us evaluate any issues quickly.
9. Can I return a customized item or something bought on sale?
No. Custom products, personalized items, sale items, and products valued below ₹500 are strictly non-returnable. Replacements are only processed in the case of manufacturing defects.
Store & Products
10. What types of products do you sell, and where is your store located?
KOINA is a Assamese clothing brand specializing in authentic Assamese & Mising handlooms, featuring premium silk Mekhela Sadors, single sadors, and traditional Assamese jewellery. Our physical store is located on the 1st Floor, NH 15, Nalanipam, Near the BPCL petrol pump in Dhemaji, Assam (PIN: 787057).
