Frequently Asked Questions
Everything you need to know about shopping with Culinara.
Orders & Payments
1. How do I place an order on Culinara?
Simply browse our collections, add your chosen pieces to the cart, and proceed to checkout. Once your order is placed, you’ll receive an acknowledgement email confirming we’ve received it — this confirms receipt, not final acceptance, which follows once we’ve verified availability and payment.
2. What payment methods do you accept?
We accept UPI, credit cards, debit cards, net banking, digital wallets, and other methods shown at checkout. All payments are processed securely through authorised payment gateways, including Razorpay.
3. Is it safe to enter my card details on your website?
Yes. Culinara does not store your complete payment card information. Payments are handled independently by our authorised payment providers, who maintain their own security and fraud-prevention systems.
4. Can I cancel my order after placing it?
If your order hasn’t been dispatched yet, write to us at help@culinara.in as soon as possible and we’ll make every reasonable effort to cancel it. Once an order has shipped, it can no longer be cancelled and will instead follow our standard delivery and returns process.
5. Why was my order cancelled by Culinara?
On rare occasions, we may cancel an order due to stock unavailability, suspected fraud, or a pricing/technical error. If this happens after payment, your refund will be initiated to your original payment method.
6. I have a discount code — can I combine it with another offer?
Unless stated otherwise, promotional offers cannot be combined, discount codes carry no cash value, and any misuse of a promotion may result in order cancellation.
Shipping & Delivery
7. How long will my order take to arrive?
Delivery timelines shown on the website are estimates. Actual delivery may vary based on product availability, courier schedules, weather, remote locations, or other circumstances beyond our control.
8. Who is responsible for my order once it’s dispatched?
Risk in the product passes to you once it has been successfully delivered. Before that, Culinara and our logistics partners are responsible for getting it to you safely.
9. What should I do when my order arrives?
Please inspect the outer packaging as soon as it arrives. If it looks crushed, torn, opened, wet, punctured, or otherwise damaged, document the condition before opening it, and keep the packaging until any claim is resolved.
Returns, Replacements & Refunds
10. What is Culinara’s return policy?
Culinara follows a damage-based return policy rather than a general change-of-mind policy. We accept returns where a product arrives damaged, defective, or materially different from what was ordered — not simply because you’ve changed your mind, ordered the wrong item, or no longer want it.
11. Do I need to record an unboxing video?
Yes — for any damage, defect, or discrepancy claim, we require a continuous, unedited unboxing video wherever reasonably possible. It should start before you open the package, show the shipping label, the external packaging, the unboxing itself, and the issue clearly. We also keep our own packing photographs and videos, which helps us investigate claims fairly on both sides.
12. How soon do I need to report an issue?
Within 7 calendar days of the delivery date recorded by our courier. Claims raised after this window may not be eligible for a return, replacement, or refund, except where Indian consumer law provides otherwise.
13. How do I report a damaged, defective, or incorrect product?
Email help@culinara.in with the subject line “Return Request – Order #[Order Number]”, along with your order number, a description of the issue, clear photos of the product and packaging, and your unboxing video.
14. What happens after I submit a claim?
Our team reviews your evidence against our own packing and dispatch records. We may ask for additional photos or information if needed, purely to confirm the nature of the issue fairly and quickly.
15. What resolutions are available if my claim is approved?
Depending on the situation and product availability, we may offer a replacement, an exchange, store credit, or a refund to your original payment method.
16. How long do refunds take?
Once approved, refunds are initiated promptly, but the time it takes to actually reflect in your account depends on your bank, card issuer, UPI provider, or payment gateway — this part is outside our control.
17. Are all products eligible for return?
No. We don’t ordinarily accept returns for change of mind, wrong selection, colour preference (where the product matches its description), normal wear and tear, damage after delivery, improper use, or products returned without prior approval. Minor variations in finish, texture, or colour due to natural materials or manufacturing are not treated as defects.
18. Can I return the product on my own, without approval?
Please don’t ship anything back without first receiving return instructions from our team — unapproved returns may not be accepted for reimbursement.
19. What if an item is missing from my order?
Let us know within 7 calendar days at help@culinara.in, along with your order number and photos/video of the package and its contents.
Warranty
20. Do Culinara products come with a warranty?
Select products include a manufacturer or brand warranty. Coverage and duration vary by category and are listed on the relevant product page. Warranties don’t cover normal wear and tear, improper use, accidental damage, negligence, or commercial misuse of a product sold for consumer use.
Account & Privacy
21. Do I need an account to shop with Culinara?
You can browse and shop with or without an account, though creating one makes tracking orders and future purchases easier. You’re responsible for keeping your login credentials confidential and should let us know immediately if you suspect unauthorised access.
22. What personal information does Culinara collect?
Just what’s reasonably necessary to serve you — details like your name, contact information, delivery address, and order history. Full specifics are in our Privacy Policy.
23. Will my data be shared with anyone?
We don’t sell personal information. We only share what’s necessary with trusted partners — payment processors, delivery partners, and technology providers — strictly to fulfil your order and run our website securely.
24. Can I opt out of marketing emails or messages?
Yes, anytime. Use the unsubscribe link in our emails, or follow the opt-out instructions provided for WhatsApp/SMS communications. This won’t affect any order you’ve already placed.
25. Who do I contact with a privacy concern?
Email help@culinara.in, and we’ll address it within the timeframe required by applicable law.
About Culinara
26. Who is behind Culinara?
Culinara is a premium Indian kitchenware and home essentials brand, owned and operated by Shah Agencies — a third-generation family business with decades of expertise in the kitchenware industry.
27. Is Culinara the same as Shah Agencies?
Culinara is the consumer-facing D2C brand; Shah Agencies is our wholesale/B2B business. If you’re a hotel, restaurant, or institutional buyer looking for bulk or HoReCa orders, those are handled under separate commercial terms — reach out to us and we’ll point you in the right direction.
28. Do product colours and finishes always match what I see online?
Very closely, though slight variations can occur due to screen settings or the natural character of handmade and matte-finish pieces — these are part of the product’s individuality, not a flaw.
Still Have Questions?
We’re happy to help with anything not covered here.
General Enquiries: info@culinara.in
Customer Support & Returns: help@culinara.in
Shah Agencies, 4794, Deputy Ganj, Sadar Bazar, Delhi – 110006, India
Culinara® — Crafted to Elevate Everyday Living.