Frequently asked questions

Questions about Account

1Who We Are?
ZURI is an Indian ethnic wear brand based out of Delhi. The brand’s prime focus is to promote embroidery and chikankari in India and across the globe. To know more about us read our story.
2How to Purchase?
Placing order is really simple on our website. Below, we have mentioned the steps to make a purchase from our website. Find a product that you like. Click on “Add to Bag” button. On “Shopping Cart” page, check order details and click on “Proceed to Checkout” button On “Checkout Details” page, fill in your details & choose payment option. Click on “Place Order” button. Pay in the next window. Note down your ‘Order ID’ for future reference
3How is quality checked?
Each garment manufactured at ZURI is delivered to the customer only after it has cleared a stringent quality check process. The process is implemented at each stage of production, starting from the sourcing of the fabric, all the way down to the two final checks before it finally reaches our warehouse. Each garment is made with an equal amount of love and passion.
4How to make complaint regarding order?
You can get in touch with our team through the “Need Help” section on the website. Simply send an email to or connect with us on WhatsApp for any complaint. Our customer care team is at your service as per below timings MON – SAT, 10:00 AM –6:00 PM IST (GMT +5.30)
5How can i cancel order?
Please visit order dashboard to Cancel the order. Cancellation of order is allowed “within 24 hours of placing the order, or till the status of the order is ‘Processing’ (i.e. before shipment is confirmed), whichever is earlier.” Refund in case of Cancellation of an order: Refunds will be issued to the same ‘bank account / card / wallet / Zuri website wallet’ used for placing the order.
6Can i change the delivery address of my order?
The delivery address of your order can be changed if the order is still in PROCESSING status. You can check order status from your order dashboard after you login to your account. If your order is still in PROCESSING status, you can raise a request by contacting the customer care team on WhatsApp or emailing us at If your order status is not in PROCESSING status, no change in address is allowed.

Questions about Payment

1Multiple Payment mode at Zuri
At Zuri One can make payment towards Zuri orders via Cash on delivery & Prepaid method using Billdesk, Instamojo.
2Payment via Zuri Wallet
One can make payment to Zuri via Wallet payment
3How can i view Zuri website wallet?
After logging into your Zuri Account, one can access Kessa website wallet from my account dashboard.

Questions about Returns

1Exchange Request
Exchange request can be placed by customer within 7 days of order delivery, Customer need to follow the exchange policy to place the exchange request.
2Refund Request
Refund request can be placed by customer within 7 days of order delivery, Customer need to follow the refund policy to place the refund request.
3Can i exchange product purchased from store on your website & vice versa?
No, the physical store orders and online orders are treated separately.

Other questions

1Does Zuri has any physical stores?
Yes. ZURI does have retail stores in Gurugram & Noida.
2How can i track my order?
You can track your order from order section in my account section.
3How long does it take to deliver my order?
All orders are delivered in a maximum of 7 working days across India. However, there might be delays due to extraneous factors. In case you are experiencing a more than usual delay, you can contact us on WhatsApp or email us at Our customer care team is at your service as per below timings MON – SAT, 10:00 AM – 6:00 PM IST (GMT +5.30)
4How to avoid receiving tampered / wrong parcel / products?
Customer are informed here that we use third party courier services for logistics of orders’ parcels. In unforeseen and unfortunate cases, wherein courier services refuse to accept customer’s claim of wrong or tampered delivery or non-delivery of parcels, ZURI shall not be held liable for any loss until below mentioned guidelines are followed by customers. If parcel is received in tampered condition, customer shall refuse to accept parcel from courier person. Even if parcel is intact, Customer ought to video-record the act of opening the received parcel as proof of any unforeseen and unfortunate case of receiving wrong or missing products inside parcels.
5What if i didn't receive parcel, whereas courier company shows it delivered?
In case customer denies receiving the parcel, while courier company shows parcel to be delivered, customer needs to raise the issue within 48 hours of delivery message. ZURI will share Proof of Delivery (POD) with the customer after receiving it from the courier company. Even after sharing POD, if customer refuses to accept the authenticity of the shared POD, ZURI can ONLY assist the customer in raising the concern with the concerned courier company. ZURI would re-fulfil the order ONLY when courier company confirms that indeed parcel is lost and not delivered to the customer.