Frequently Asked Questions

IS IT OKAY TO SHOP FROM THATSPERSONAL.COM?

Yes, because we understand your need for privacy, we have put an extra effort to ensure that your order is packaged securely, shipped reliably, handled discreetly and delivered timely. We ship all products in tamper proof plastic bags which are sealed so that no one can open the parcel. From the time the products leave our warehouse to the time the products are opened by the receiver, the entire logistics chain does not know what is inside the package.
If you prefer the package not to arrive at your house or work, you can choose to have it wait for you at the closest courier company's local office in your city. Currently this facility is available in select PIN codes across the country with more being added shortly.We have partnered with logistic partners like Ecom Express, Delhivery, BlueDart & Aramex. Please note that there would be no indication on the outside of the parcel about the contents of the package. For eg: Lubricants will be mentioned as Cosmetics, Lingerie as Apparels etc. Rest assured your concerns are our concerns, so you can relax and shop at ease, we got your back.

CAN I PICK UP MY ORDER INSTEAD OF HOME DELIVERY?

Yes, you can.You can pick it up from the closest Aramex office in your pincode should you desire to order that way.Currently this facility is available in select PIN codes across the country with more being added shortly.When placing the order, select 'SELF PICKUP' as the delivery preference and we will surely follow through and inform you about PICK-UP at your closest courier office. Make sure to take a valid ID to the courier office to collect the package.
This is a great option to keep the courier guy coming to your home and having your family/friends question you about the package. It happens to all of us; we have already thought of it and have a very smooth and efficient process in place.

WHAT PAYMENT OPTIONS ARE AVAILABLE ON THATSPERSONAL.COM?

We offer various popular and innovative payment options. You can shop & pay using Cash on Delivery, Debit & Credit Cards, Net Banking, Cash Cards, Gift Card, Cheque / Money Order in India.

HOW WILL I KNOW MY PRIVACY IS ALWAYS MAINTAINED?

Your privacy is the primary requirement of our business concept. Right from 128bit SSL secure site, to encrypting your information in the banks servers, from customer support to a door 2 door trackable shipping service, partnership with logistic partners, offering options of SELF PICK and lastly ensuring the order is packaged in a white bubble pack with no ThatsPersonal.com branding or mention of ThatsPersonal.com even on your card statements. Every little bit counts and we have thought about it over and over again before finally putting it in place by developing our logistics operation for our customers.
We understand and realize that the products we sell are not something you will find in your neighbourhood medical or departmental store, and due to the intimate and private nature of many of these products, we have in place an absolute well assembled setup in place that does not allow your information to be shared publically. So rest assured, you are in good hands, you can shop at ease for these Fantastic brands!

CAN I ORDER VIA COD (CASH ON DELIVERY)?

YES. We have this payment option available in select PIN codes across the country with more being added every week! Now you can shop at ease and not have to worry about any common concerns like- 1.What if I paid and my order doesn't arrive? 2.What if my debit/credit card information is at risk? No worries anymore. Now the absolute 100% Risk Free option is to choose COD (Cash on Delivery). We are able to provide this service in partnership with ECom Express, Delhivery, BlueDart & Aramex to all pin codes serviceable by them.

CAN I PICKUP THE ORDER INSTEAD OF YOU DELIVERING IT?

Sure you can. While Checkout choose ‘SELF PICK UP’ under 'Shipping Address / Self Pick Up’ Preferences. Currently this facility is available in select PIN codes across the country with more being added shortly. We offer 'SELF PICKUP' option. We will coordinate this with our logistics Partners and they will hold this at their office (office selected by you). Also, please note that the Cash on Delivery payment option is currently not available for Self Pick Up. On Product Details Page, enter your pincode and it will tell you if we ship the products to your location or not.

HOW WILL I KNOW IF MY ORDER IS PLACED SUCCESSFULLY?

You will receive a confirmation email from us detailing the products you ordered, the amount you paid, and other relevant details about the order. Save this email as that is the only receipt you will get from us confirming your order and payment details.

CAN I MODIFY/CANCEL THE ORDER AFTER IT IS PLACED?

If you decide to modify/cancel your order, you are advised to do it within 6 hours (of placing the order) by calling or emailing our customer care and we will try our best to accommodate your request. However once the order is shipped, it will not be possible to modify/cancel it.

WHY WAS MY ORDER CANCELED?

Your order could have been cancelled due to multiple reasons. It could be because it was a duplicate order or it was flagged by our system as fraudulent. Please contact us immediately if you need to resubmit the same order again correcting any issues thereafter.

WHAT IS YOUR CANCELLATION POLICY?

If you decide to cancel your order, you are advised to do it within 6 hours (of placing the order) by calling or emailing our customer care and we will try our best to accommodate your request. Kindly do read our cancellation policy.

HOW DO I CHECK THE STATUS OF MY ORDER / TRACK MY ORDER?

You will receive the mail regarding your shipment details and tracking ID once your order is confirmed and processed by ThatsPersonal.com. You can check the status of your order by going to 'My account >My Orders'. Also you may visit order tracking page to see tracking details of your order. Click here to visit Order Tracking page. On Order Tracking page enter your ‘Order Number’ and click on the ‘Submit’ button to know your order status.

WHAT TO DO IF MY DEBIT/CREDIT CARD DOES NOT GO THROUGH?

No Problem. We have encountered several instances where a payment has not gone through at the checkout stage. Before we address and share the alternate payment options, we want to make sure of a few things that you have already checked-

1.       That your card is a DEBIT or CREDIT CARD with a VISA/MASTERCARD/AMERICAN EXPRESS logo on it.

2.       That your card has an expiration date and that it has NOT expired yet

3.       That your card has a CVV code in the back (three digits for VISA/MASTER) and 4 digits in the front for AMERICAN EXPRESS

4.       That you have available credit /funds in your account to make that purchase

5.       And lastly if you have a CARD that says INTERNATIONAL, use that FIRST.

However if all above fails, you can make a payment using NETBANKING, CASH ON DELIVERY, CHEQUE / MONEY ORDER OR CASH CARD.

WILL MY DEBIT/CREDIT CARD BE SAFE/SECURE ON THIS SITE?

Absolutely Yes. Our site uses 128 bit SSL certification and your card information is encrypted & secure and never stored on our server.

WHY AM I NOT ABLE TO USE MY DEBIT/CREDIT CARD ON YOUR SITE?

There could be few reasons why

1.Your card may have been flagged before for fraud alert 

Solution: Contact your bank to remove that flag or Use another card or payment method.

2. 3D Secure Authentication failed

Solution: Contact your bank or Use another card or payment method.

3.The name/billing address/CVV code/expiration dates do not match up.

Solution: Check info and try again.

If none of the solutions works, you can make a payment using NETBANKING, CASH ON DELEVERY, CHEQUE / MONEY ORDER, CASH CARD or contact us.

WHAT ARE THE AVAILABLE PAYMENT OPTIONS?

We offer various popular and innovative payment options. You can shop & pay using Cash on Delivery, Debit & Credit Cards, Net Banking, Cash Cards, Gift Card, Cheque / Money Order in India.

IF I DO NOT HAVE A CREDIT / DEBIT CARD, HOW DO I BUY YOUR PRODUCTS?

No problem. You can shop & pay using Cash on Delivery, Net Banking, Cash Cards, Gift Card, Cheque / Money Order in India.

HOW SECURE IS MY TRANSACTION?

Security and customer privacy are the most important standards that we strive to uphold all the time.Shopping with us is 100% safe and secure. Our site uses 128 bit SSL certification and your entire debit/credit card data that you enter is encrypted and securely processed and stored on the bank's server. We are also verified by Verisign.

WILL THE NAME 'ThatsPersonal.com' REFLECT ON MY BANK/CARD STATEMENT?

No. The name that will show on your bank/card statement for any purchases you make with us on ThatsPersonal.com will be ‘Digital E-life Pvt Ltd’.

IS COD (CASH ON DELIVERY) AVAILABLE?

Yes. We have this payment option available in select PIN codes across the country with more being added every week! Now you can shop at ease and not have to worry about any common concerns like- 1.What if I paid and my order doesn't arrive? 2.What if my debit/credit card information is at risk? No worries anymore. Now the absolute 100% Risk Free option is to choose COD (Cash on Delivery). We are able to provide this service in partnership with select logist partners like ECom Express, Delhivery, BlueDart & Aramex to all pin codes serviceable by them.

WHAT IS YOUR RESHIPPING POLICY?

If we have to reship the order, please contact us via email or call. Products will be reshipped to you within 7-10 business days which may vary on the time it takes for the package to come back and then for it to get connected in the same cycle once again. 

WILL MY ORDER ARRIVE IN A DISCREET & PRIVATE MANNER?

Yes, because we understand your need for privacy, we put an extra effort to ensure that your order is packaged securely, shipped reliably, handled discreetly and delivered timely. We do ship all products in a tamper proof plastic bags which are sealed so that no one can open the parcel. From the time the products leave our warehouse to the time the products are opened by the receiver, the entire logistics chain does not know what is inside the package.

There would be no indication outside about the contents of the package. For eg: Lubricants will be mentioned as Cosmetics, Lingerie as Apparels etc. If you prefer the package not to arrive at your house or work, you can choose to have it wait for you at the closest courier company's local office. Currently this facility is available in select PIN codes across the country with more being added shortly.We have partnered with logistic partners like Ecom Express, Delhivery, BlueDart & Aramex. Rest assured your concerns are our concerns, so you can relax and shop at ease, we got your back.

How much time does it take for an order to arrive?

Usually it takes 2-3 working days in all major cities of India, for Tier II/Tier III towns it takes 3-5 business days, for rest of the India it usually takes 5-7 business days. 

What are the delivery charges to my location?

Shipping is FREE above Rs 500. We charge nominal fee of Rs 99 for orders worth less than Rs 600.

CAN I CHANGE MY DELIVERY ADDRESS AFTER THE ORDER IS PLACED?

You can modify your delivery address, within 6 hours (of placing the order) by calling or emailing our customer care and we will try our best to accommodate. We will not be able to change your delivery address after your order has been shipped from our warehouse.

HOW DO I KNOW IF MY AREA IS SERVICEABLE OR NOT?

Click here to enter your pin code. If it is serviceable it will show you a list of payment options available for that particular pin code. If the pin code is not serviceable then it will show as 'Pincode is not serviceable'. If your pincode is not serviceable, please either select an alternate address to get the package shipped to or Look up the closest Aramex courier office in your area and select 'SELF-PICKUP' option in your shopping cart, which means you will have to get the package picked up at the closest Aramex office.

WHO WILL DELIVER MY ORDER? HOW?

We have partnered Ecom Express, Delhivery, BlueDart & Aramex for shipping our products in India. The package will be carried on ground and air or a combination of both and delivered by the trained personnel of these shipping companies.

IS THE PACKAGING DISCREET?

Absolutely, we do ship all products in a tamper proof plastic bags which are sealed so that no one can open the parcel. From the time the products leave our warehouse to the time the products are opened by the receiver, the entire logistics chain does not know what is inside the package. There would be no indication outside about the contents of the package. For eg: Lubricants will be mentioned as Lotions, Lingerie as Apparels etc. When you receive it, you can confidently sign for it without having to face any uncomfortable situations at home or at work.

DOES MY ORDER NEED TO BE SIGNED FOR?

Yes, the courier personnel will release the package to you only after getting your signatures as proof of delivery.

CAN I PICK UP MY ORDER FROM THE COURIER OFFICE IN MY AREA?

Yes, you can.You can pick it up from the closest Aramex office in your pincode should you desire to order that way. Currently this facility is available in selected PIN codes across the country with more being added shortly!When placing the order, select 'SELF PICKUP' as the delivery preference and we will surely follow through and inform you about PICK-UP at your closest courier office. Make sure to take a valid ID to the courier office to collect the package.

WHAT HAPPENS IF I AM NOT HOME TO SIGN FOR MY DELIVERY?

Unfortunately if you or somebody at your home or work is not able to sign for the package, the courier will NOT be able to hand over your package. Please contact us and we will reschedule the delivery or guide you to pick it up from the relevant courier's office.

I RECEIVED MY ORDER MUCH LATER THAN THE EXPECTED DATE?

We apologize for the inconvenience this may have caused. Normally the shipment arrives on time, however on occasions; there are several external factors like inclement weather, missed flight connections and other local circumstances that may delay the timely arrival of your package. While it is of no fault of us or yours, we shall take responsibility for the delay. Please contact us and we will assist you with your request and resolve it as soon as possible.

WHAT ARE YOUR DELIVERY HOURS? WHAT TIME CAN I EXPECT MY ORDER?

You can expect your delivery at the standard business hours of 9 AM – 7 PM Monday toSaturday. Please contact usif you like to have the order on hold at the local courier office so you can pick it up at your convenience.

WHAT CAN I RETURN/EXCHANGE?

If you are not satisfied with any product, you may ask for a replacement. We will accept replacements(for certain products only) within 3 days as follows:

Damaged/Defective

• In the unlikely event that a replaceable product you have ordered from us is not received in good condition, is damaged or defective, or if product delivered is different from what you had ordered, you may return the product unused along with its original invoice, and in the same condition as you received it, in its original packaging along with original tags, for an exchange, within 3 days from the date on which these goods are delivered.
• Please do not accept delivery of any item whose outer packaging is damaged or tampered with in any manner. Please contact us if you open the packaging and discover that the item is damaged.
• Products damaged while being used do not qualify for a replacement or exchange.
• For hygiene and other reasons we shall be unable to accept replacements or exchanges of products in following categories: contraceptives, night wear, briefs, innerwear, lingerie, apparel, cosmetics, oils, lotions, potions, pills, creams, medical equipments and any other personal item or items that have been imported in the country
• We shall be unable to accept returns or exchanges of products that have been tampered with, opened and/or used.
• In case we are unable to replace the damaged / defective product, we will refund your amount and shipping charges applicable to the item.
• In case a product comes with manufacturer warranty, customer should contact the manufacturer directly and follow the return/replacement procedure as per the manufacturer policy.

Product not to your liking

We will NOT accept replacements and / or exchanges for products that are not to your liking. Most of our products are personal in nature and we encourage you to ask us questions at customercare@thatspersonal.com or contact us, before confirming your order.For a detailed read, please view our return policy.

HOW LONG WILL THE ENTIRE RETURNS PROCESS TAKE?

It takes about 2 - 4business days for the package to get to our warehouse. Allow us two weeks after that to inspect the order, process your return and get a replacement in. So give us about 3 weeks from date of pickup to completely process your return/exchange. You will get a final email with confirmation of return/replacement, refund and any other related instructions. 

DO I GET CHARGED FOR RETURNING PRODUCTS?

No, if the return is in compliance with return policy then you will not be charged for returning the products. Read the return policy here. 

I have paid via cash on delivery / CHEQUE/MONEY ORDER, how will I get refund?

We will refund you back the amount via cheque OR transfer the amount to your bank account.

I have paid via netbanking/debit/credit card, how will I get refund?

We willrefund you back the money into the same account via which you had paid for your purchase on ThatsPersonal.com.

DO YOU PROVIDE A PICK UP FROM HOME/WORK FOR RETURNS?

Yes, We do. Just like we delivered the original order to you, upon confirmation of a return request and issuance of an RMA# (Return Merchant Authorization Number) we schedule a pickup from the same address to pick up your approved return merchandise. See return policy for details.

HOW LONG WILL IT TAKE FOR THE REFUND TO BE RECIEVED?

Your refund is processed in about 3 weeks and your refund should show up in your bank within a couple days after that depending on your banks crediting policies.

I WAS SUPPOSED TO RECEIVE MY REFUND BY NOW BUT I HAVEN’T?

If for any reasons it’s been over 3 weeks and you haven't received your refund yet, Please contact us and a member of our Customer Care team will look into this immediately.

I RECEIVED A DAMAGED PRODUCT / WRONG ITEM, WHAT TO DO?

If you have received a faulty/damaged product, please inform us within 3 days of receipt and we will make arrangements to get it picked up and either offer you a replacement or refund your money back if the product is not in stock.

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT?

We apologize if we made a mistake on that, Please do contact us, we will look into that right away and get you this resolved ASAP.

I HAVE BEEN REFUNDED WHEN I REQUESTED AN EXCHANGE?

Unless in an unlikely event we couldn't find a replacement for that product, we have gone ahead and refunded it, so you can make a fresh purchase for something we will have in stock. If that resolves your concern, just shop again with us, if it doesn't please contact us and we shall address it to your satisfaction.

HOW DO I VIEW MY CART?

Look for the cart icon on the top right side of the website. Click that icon and you will be directed to the shopping cart page and there you will be able to view all the products that you have selected including the price, quantity and product details. You will also have the option to make any changes on the order before submitting it.

DO I NEED TO REGISTER FOR AN ACCOUNT TO SHOP ONLINE?

No, actually you don't need to register to shop online. You can shop as a guest and checkout as a guest without having to register. However you get many benefits for creating your account with us, like tracking your orders as soon as they leave our warehouse, opportunities to participate in online & offline promotions and access your order history anytime and shop quicker the next time around.

HOW DO I LOG INTO MY ACCOUNT?

After you have initially registered for an account with us OR setup an account already, you can always log back in with your username and password and look into your account. Select 'Login' or on the top right hand corner of the website and enter your email address and password. If you forgot your password, click 'Forgot your password?’ link and an email will be sent to you to set up a new password.

I'VE FORGOTTEN MY LOGIN DETAILS / PASSWORD

No problem. Go to the 'Login' page on the top right hand corner of the website. Once in login in page, just click the 'Forgot your password?' link and enter your email address you had used to setup your account. An email is sent to you automatically with instructions how to reset your password.

HOW DO I SIGNUP FOR THE NEWSLETTER?

Click here to go to the homepage of ThatsPersonal.com. Look for ‘Sign up for Newsletter’ section on the homepage. Enter your email address and click ‘GO’ button. Thats it. Now you are signed up for our newsletters.

HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?

Please click unsubscribe at the bottom of the newsletter. That will automatically unsubscribe you.

HOW DO I APPLY MY COUPON CODE?

On Cart Page, enter your alpha-numerical coupon code where it says 'Enter Coupon Code', and click 'Submit'. The cart automatically applies the discount and recalculates the new total. After that you can continue with the balance of the payment and submit the order.

WILL MY FAMILY/NEIGHBORS KNOW WHATS INSIDE THE PACKAGE?

No way. There would be no indication outside about the contents of the package. For eg: Lubricants will be mentioned as Cosmetics, Lingerie as Apparels etc. Your order is packaged very securely in a white bubble wrap envelope and sealed before it leaves the warehouse. When you receive it, you can confidently sign for it without having to face any uncomfortable situations at home or at work.

The shipping label will show 'Digital E-life Pvt Ltd’ as the shippers address. When the courier guy arrives, he delivers this as naturally as any other package from any online store in India. However if you feel more comfortable to pick up your package yourself from the courier's local office, just select appropriate 'SELF PICKUP' option in the shopping cart and we will follow these instructions. This should take away any sweat you broke and let you shop at ease. Currently this facility is available in selected PIN codes across the country with more being added shortly!

I FORGOT TO ADD A PROMOTIONAL CODE TO MY ORDER?

No problem. Please contact us within 6 hours of placing the order. However we will not be able to add the coupon code after your order has been shipped from our warehouse.

MY COUPON CODE/GIFT CARD DOESN’T WORK?

Please check the terms and conditions of the promotional offer and its validity period. If your order is eligible and is still not working please contact us, we shall look into this and fix it for you.

HOW DO WE KEEP / GET UPDATES OF THE LATEST PRODUCTS?

Join us on Facebook page, Twitter page, Google+ page, Blog, Pinterest page to get updates.

HOW OLD DO I HAVE TO BE TO SHOP HERE?

You have to be above 18years of age, of sound mind and not be violating any laws or restrictions in your country/state/territory to shop at ThatsPersonal.com