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Frequently Asked Questions

FAQ Topics

Order

Q I missed the delivery of my order today. What should I do?
Q Will the delivery be tried again if I'm not able to collect my order the first time?
Q The delivery of my order is delayed. What should I do?
Q What should I do if my order is approved but hasn't been shipped yet?
Q Can I take the shipment after opening and checking the contents inside?
Q How do I know my order has been confirmed?
Q How quickly can I get my order delivered?
Q My order has reached the nearest delivery hub, but why isn't it out for delivery yet?
Q My order status shows 'Out for Delivery', but I haven't got it yet. When will I get it?
Q Why can't I track my order even though it has been shipped?
Q What should I do if I don't get the invoice for my order?
Q How do I get invoices for my previous orders without having to check my e-mails?
Q Should I call TheDivine's Customer Care for installation once my product is delivered?
Q Will my product be installed by the brand or TheDivine? If it is installed by Flipkart, will it affect the warranty of the product?
Q How will my order be delivered?
Q Why is the 'Cash on Delivery' payment mode not available at my location?
Q Where can I find the seller's returns policy?
Q What does the tag 'Imported' beside a product mean?
Q How can I place an order?
Q I have a complaint about the courier executive who came to deliver my order.
Q What should I do if a service centre denied my request to repair the product?
Q Can I get my order delivered faster?
Q How is a 'business day' different from a regular day?
Q What is the estimated delivery time?
Q How can I trust that the groceries that will be delivered are quality checked and fresh?
Q My package shows as delivered but I can't find it, what should I do?
Q Why was my package not delivered?
Q What do the different order statuses in 'My Orders' mean?

Cancellations and Returns

Q If I request for a replacement, when will I get it?
Q Which products are not eligible for returns?
Q Can items be returned after the time period mentioned in the seller's Returns Policy?
Q Do I have to return the freebie when I return a product?
Q How do returns work?
Q I see the 'Cancel' button but I can't click on it. Why?
Q How long does it take to cancel an order?
Q What is the Buyer Protection policy?
Q What should I do if I have an issue with my product after the return period?
Q What are the checks done for an item that I'm returning?
Q How can I return or exchange an item?
Q When is a return of an item not possible?
Q How will I get my refund for returning an item I paid for with Cash on Delivery?
Q How can I know the status of my refund?
Q What are the modes of refund available after cancellation?
Q When are refunds given?
Q I ordered a wrong item. Can I return it?
Q What should I do if I find the package open or tampered on delivery?
Q Can I change the address for the pick-up the of item(s) in my order?
Q Why have I been asked to ship the item?
Q What is the pickup process?
Q I have requested for a return for my item. When will it happen?
Q I have requested a replacement, when will I get it?
Q I've still not received the refund in my bank account.
Q What are the refund timelines if I cancel or return a product?
Q What are the refund timelines if I cancel or return a product?
Q How will I get my refund for returning an item I paid for using 'Cash on Delivery' mode?
Q I have not received the reimbursement of my courier charges. What should I do?

Payment

Q What is TheDivine's credit card EMI payment option?
Q How can I order for large quantities of the product as part of a corporate order?
Q How can I label my saved cards?
Q What is a 'card label'?
Q What is the 'Save Card' feature?
Q How does TheDivine prevent card fraud?
Q How do I pay using TheDivinet's credit card EMI option?
Q How is my EMI debited?
Q I have a query about the EMI charge. What should I do?
Q What are the interest rates for the Credit card EMI plans?
Q Which Credit cards are eligible for EMI?
Q Can I pay with any Credit card?
Q Can I use any Debit Card to pay for my order?
Q Can I use the Cash on Delivery payment option for every product I buy on TheDivine?
Q Can I combine the balance on my Gift Cards or PhonePe Wallet with Cash on Delivery to pay for an order?
Q How can I get the 3D Secure password for my Credit/Debit Card?
Q How can I pay with a saved Credit/Debit Card?
Q How can I pay for my order?
Q How do I pay for my Cash-on-Delivery order if I choose to pick up the product from the pick-up store?
Q How do I pay using a credit or debit card?
Q How does the 3D Secure password add security to my online transactions?
Q If I have a saved card on TheDivine, will I be able to use a new card for my next payment?
Q What is a 3D Secure password?
Q What is the amount I can shop for with Cash on Delivery payment option?
Q What is Cash on Delivery?
Q Why is my card being saved on TheDivine?
Q What all card information does TheDivine store?
Q Can I delete my saved cards?
Q How many cards can I save on TheDivine?
Q What cards can I save on TheDivine?
Q How do I save my cards on TheDivinie
Q How do I make a payment using a saved card?
Q What are the pre-requisites for using the saved card feature?
Q Can I use a saved card to make an EMI payment?
Q I had opted to save my card at the time of payment but my card was not saved. Why?
Q How can I delete my saved card?
Q I typed an incorrect card number by mistake when adding my card. How do I correct it?
Q Can I use my saved cards for making a payment on TheDivine's mobile site/app?
Q Why do I see 'Cards imported from your PhonePe account'?
Q Will my TheDivine cards be available on PhonePe as well?
Q What if I do not want my cards to be imported?
Q Are changes to my saved cards synced across TheDivine and PhonePe?
Q Can I use Credit/Debit Card or Netbanking to pay on TheDivine through the TheDivine app?

Shopping

Q Why do I see different prices for the same product?
Q Is installation offered for all products?
Q Is it necessary to have an account to shop on TheDivine?
Q What does 'Preorder' or 'Forthcoming' mean?
Q Do sellers on TheDivine ship internationally?
Q Can I use an item that has been given to me as a gift from a state sponsored or an NGO-funded freebie distribution programme to get discounts through exchange offers?
Q Will I get a wall mount for my television in the box?
Q Can I order a product that is 'Out of Stock' or 'Temporarily Unavailable'?
Q What does 'Out of Stock' mean?
Q What does 'Permanently Discontinued' or 'Out of Print' mean?
Q What does the badge TheDivine Assured mean?
Q Do I have to pay extra for items with the TheDivine Assured badge?
Q What is TheDivine Buyer Protection?
Q Why do I see a shipping charge for an item with the TheDivine Assured badge?
Q Is TheDivine Advantage the same as TheDivine Assured?
Q How does 'Instant Cashback' work?
Q Is there a filter available through which I can only see items with a TheDivine Assured badge?
Q What are the benefits of buying an item with a TheDivine Assured badge?
Q How are items packaged?
Q Are there any hidden charges (Octroi or Sales Tax) when I shop on TheDivine?
Q Why do I see different prices for books with the same title?
Q Why do I see a 'delivery charge'?
Q Why does the estimated delivery time vary for each seller?
Q Can I club my orders from different sellers to be delivered together?
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