FREQUENTLY ASKED QUESTIONS
1. Do you have a shop/studio/showroom somewhere?
Come visit our studio in Gurgaon open Monday – Friday between 10:00am - 6:00pm and Saturday by appointment. We usually have at least one of each piece on display so that you can touch it, see it and sit on it.
2. How do I contact your customer service team?
If you would like to get in touch with customer service team you can either contact us by email on contact.in@iqrupandritz.com or call us on: +91-124-4237613 /+91-9599110672. We'll be there to help, Monday - Friday between 10:00 am- 6:00pm.
3. Do you send fabric swatch samples?
Yes, we send you up to 4 fabric samples so you can select the fabric you’d like from the comfort of your own home.
4. Can I be certain that the colour of my sofa/chair will match the swatch exactly?
Not always – slight variations are normal. Lots can differ in shade and tone but very slightly, and from time to time the swatch that we send out might come from a different lot to that which is used on your sofa.
5. Can I have a sofa/chair made with my own fabric?
No. We only use our own fabrics for upholstery. We offer a large selection of fabrics. Our fabrics are sourced from the finest mills in Europe and India and assure you great quality and comfort.
6. Who designs and makes your furniture?
Our in-house design team designs our pieces in collaboration with expert makers and designers sourced from around the world.
7. Are your products handmade?
Most of products are handmade by skilled artisans, craftsman and makers sourced from around the world. Making by hand can naturally lead to slight variations in size, finish and colour.
8. How do I create an account with Iqrup + Ritz?
Signing up will take less then a minute! When you create an account with Iqrup + Ritz you are automatically signed up for our newsletter. We aim to send infrequent updates about our collections but if you want to unsubscribe at any point simply click on the link at the bottom of the newsletter.
9. Who is your media contact?
For any media/press related enquires please get in touch with us on ritika@iqrupandritz.com.
ORDERS
1. Do I need to create an account to shop with Iqrup + Ritz
Yes you will only be able to shop with us after creating an account. Signing up will take less then a minute! When you create an account with Iqrup + Ritz you are automatically signed up for our newsletter. We aim to send infrequent updates about our collections but if you want to unsubscribe at any point simply click on the link at the bottom of the newsletter.
2. Can I place an order over the phone?
Yes of course, someone from our team would be happy to take your order; you can call us on +91-124-4237613 / +91-9599110672.
3. Can I place an order in your studio?
We would love to have you visit our studio and, yes, you can order at our studio. Enjoy a cup of coffee or homemade cookies while someone from our team processes your order.
4. Where is my confirmation email?
Sometimes, the right emails land up in spam. If you can’t find your order confirmation email, check spam. If you still don’t find it, simply request us to resend it.
5. When is my order confirmed?
When you place an order through the iqrupandritz.com website, your order is confirmed contingent on receipt of payment. As soon as your payment has been processed (bank transfer, credit/debit cards) or collected (cash on order/cheque) you will receive another email confirming that your order has been processed.
6. What is Ready for Delivery time?
Most of our items are custom made to order. Ready for Delivery varies between 4-16 weeks time and indicates how long the product will take to be made and be ready in our warehouse for shipping. Once your order is ready someone from our team will get in touch with you to schedule a suitable time for delivery.
7. How long will it take for my order to arrive?
Our dedicated team of craftsmen are doing their very best to great quality products for you. Our delivery timeline is typically 2-3 month. Once your order is ready someone from our team will get in touch with you to schedule a suitable time for delivery. We aim to deliver all products in one go but sometimes we will deliver products in batches if the delivery times of various items in your shopping bag vary greatly.
8. Can I track my order?
Our online tracking system is in the works, please bear with us till we have it up and running, but, in the mean time you can call us on +91-124-4237613 / +91-9599110672 or send us an email at contact.in@iqrupandritz.com and we’ll help you with the tracking information of your order.
PAYMENT
1. Why has my payment failed?
There could be numerous reasons that could have led to failure of payment. We advise you to check for the following -Make sure you enter your account details properly, i.e. username, password, billing address and 3D secure pin. If the internet connection is disrupted during a transaction, you may have to repeat the process.
2. Can I pay by cheque or cash?
We accept both cheque and cash payment. On confirmation of your order we will get in touch with you to schedule a suitable time to arrange a pick up for the payment.
3. What type of cards do you accept?
We accept the following cards;
Credit Cards – Visa and MasterCard
Debit Cards – for more than 50 banks
Net Banking – for 32 banks including ICICI, HDFC, Citibank, SBI, Axis, etc…
4. What forms of payment do you offer?
We offer the following options
-Cash on Order
If you’d like to pay by Cash on Order, we will get in touch with you after you have placed your order to schedule a suitable time to arrange a pick up/drop off.
-Bank Transfer
If you choose to make your payment via Bank Transfer our bank details are as below. Please do add your order number for reference.
Bank: Standard Chatered Bank PLC.,
Account Name: Iqrup Ritz Design Private Limited
Account Number: 52505127616
Branch Address: 10, Sansad Marg, New Delhi 110001
IFSC Code: SCBL0036027
-Cheque
If you’d like to pay by cheque, we will get in touch with after you have placed your order to schedule a suitable time to arrange a pick up/drop off. The cheque must be addressed to Iqrup Ritz Design Private Limited
-Net Banking / Credit Card / Debit Card
This is the easiest and fastest way to pay via our secure payment gateway Pay U.
5. What is a 3D secure pin?
A 3D secure pin is a 6 digit number authorised to you via your bank while making online transactions with your Debit/Credit card. You can find more details on http://en.wikipedia.org/wiki/3-D_Secure
DELIVERY
1. Where do you deliver to?
Currently we deliver via the website to Delhi NCR area. We’ve also delivered to many states outside of Delhi like Gujarat, Punjab, Andhra Pradesh. For outstation deliveries simply call us on +91-9599110672 or +91 124-4237613 or send us an email at contact.in@iqrupandritz.com and we’ll do our best to arrange a delivery for you.
2. What are your delivery charges?
Our delivery charges vary as each product is different in size and weight. Delivery costs are added on the order processing page once you have added your delivery details.
3. How do I delivery to another address other than my billing address?
You can ship to another address by filling out the desired address on our website under delivery details.
4. Who can I contact for delivery?
You can email us on contact.in@iqrupandritz.com or call us on +91-124-4237613 /+91-9599110672
5. What happens when delivery is attempted and I’m not there?
The team at Iqrup + Ritz will get in touch with you to schedule a suitable time for delivery. If delivery is attempted after scheduling a suitable time and no one is available to receive the delivery a penalty charge is applicable.
6. Will I receive all items in my order at the same time?
We will try our best to dispatch everything in groups as and when it is ready. But, if you’d like everything together we can arrange for a consolidated delivery for you.
7. Should I be expected to pay any additional charges?
It may be that certain areas and neighbourhoods require special documentation that have has to obtained for delivery and may attract nominal charges.
8. Why is the delivery charge for multiple cushions so high?
We’re sorry for the inconvenience, our website does not yet have a discount system for multiple cushion deliveries at the moment. While we’re working on them, please call us to get the right quote for delivery charges on cushions.
RETURNS
1. Can I return furniture and other large items at your store?
Most of our items are custom made to order. We do not accept any returns and all items are final sale. Come visit our studio in Gurgaon to be assured of our great quality furniture before you shop with us online. You can also pre-order fabric samples online to select your upholstery fabrics.
2. My order arrived damaged/defective, I want to have it repaired, what is the process?
We are really sorry if your product arrived damaged. We do use robust packaging but sometimes damage can occur in transit. If the product was damaged during transport, we will take it upon ourselves and have it replaced or repaired. Please make sure you make us aware of the damage at the time of delivery. Once you have signed for an item on delivery it cannot be replaced.
PRODUCT HANDLING
1. How will my item be packaged?
We at Iqrup + Ritz take great care to ensure robust and efficient packaging using high quality packaging material and techniques
2. What do I need to take into consideration while unpacking?
You needn’t worry, our team will deliver and unpack for you.
3. Will someone help with assembly of large furniture pieces?
For Delhi and NCR our team will unpack and assemble the furniture for you. For outstation assembly, we will send you a step-by-step manual with assembly instructions.
4. How do I make sure furniture pieces fit through doorways/hallways/stairways?
Often one doesn’t realize that large pieces of furniture do not fit through doors / stairways. If you live in a space that has smaller doors / stairways, we recommend you measure the width and height of the door/stairway before you place an order to ensure your furniture can fit through.
GENERAL PRODUCT CARE AND MAINTENANCE INSTRUCTIONS
Our products are made with love and need a little care.
We advise the following-
Wooden Furniture
1. Keep away from direct sunlight.
2. Do not place hot objects on the surface.
3. Wipe using dry cloth.
Storage Furniture
All timber tends to shift slightly over time, due to changes in temperature. To ease drawer movement, simply rub a little candle wax on the drawer runners.
Upholstered Furniture
1. Dust and vacuum regularly to help keep fabric looking fresh
2. Keep away from direct sunlight.
3. Wipe using soft white cloth dampened with distilled water in case of a spill
4. We recommend regular fluffing and shaking of sofa cushions to maintain shape.
5. Do not clean upholstery items using liquid cleaning or machine washed.
6. We strongly recommend that you do not Dry-clean locally Local drycleaners often use solvents and techniques not up to international standards for upholstery cleaning.
7. If you do decide to go ahead with a drycleaner it is at your own risk and we cannot take any responsibility for any damage or marks it may leave.
Leather Furniture
1.Do not place hot objects on the surface.
2.Keep dust away by using a soft dry cloth.
3.Protect against spillage and stains. Do not rub or use excess water as water staining can occur.
4.Keep away from direct sunlight.
Glass Furniture
Wipe using dry cloth and glass surface cleanser
Metal Furniture
Wipe using dry cloth
Cushions
We recommend regular fluffing and shaking of cushions to maintain shape.
Marble/Stone/Composites
1. Do not place any hot objects on the surface. Always use coasters when placing drinks on marble or stone tops.
2. Marbles and stones are not waterproof. Be careful with liquids and wipe spills immediately. Vinegar, citrus, and tomato will etch marble; don't let them sit on the stone.
3. We would recommend avoiding using acidic or abrasive cleaners.
