Help
Straight answers.
What people ask us most before they order, each answered in its first line. Where a policy stands behind the answer, it’s linked.
What is a FitKey, and how does measuring work?
Your FitKey is the record of your measurements that every piece is cut to. There are no sizes here. You measure once, and each order after that is stitched to you.
You measure at home with a tape. A guided wizard takes you through it step by step, with a short film for each, in about ten minutes. The atelier reads your figures before it cuts your key, and sends them back with a note if one looks wrong.
Share your FitKey code with family and they can order for you without ever seeing a measurement.
How long does delivery take?
As long as the window on the piece says, in calendar days, counted from the day your payment confirms. Each piece has its own window, and it covers the making and the courier together.
The clock doesn’t start when you place the order: an order waiting on payment hasn’t joined the cutting queue yet. Hand work sometimes runs long, and if an order passes its window, My Orders marks it as running late and we leave a note in your inbox. The shipping policy has the rest.
Where do you deliver, and what does delivery cost?
Anywhere in India, and delivery is already in the price, so nothing is added at checkout. We don’t ship outside India yet. It’s in the shipping policy too.
What if it doesn’t fit?
If the piece doesn’t match the measurements it was cut to, tell us within 15 days of delivery, or up to 30 with a call to us, and we’ll remake or alter it once, free.
Raise it from the order in My Orders, with photographs of the piece worn. The refund policy says exactly what’s covered.
Can I return a piece if I change my mind?
No. Every piece is cut for one body, so the change-of-mind return an off-the-peg shop offers can’t apply. You can cancel free of charge until your order moves to the cutting table.
A piece that arrives damaged, flawed or not what you ordered is different. Raise a return from My Orders within 15 days of delivery, or up to 30 with a call to us, and we collect it at our cost and refund you. See cancellations and refunds.
How do refunds reach me?
Whichever way you choose. Store credit lands the moment the refund is approved. A card refund goes to the payment gateway the same day and reaches your statement within 5-7 business days; that pace is the banks’, not ours. The refund policy walks through it.
Who am I buying from?
Freshways Dairy Private Limited (CIN U74900PB2014PTC038478), registered at 922, 3rd Floor, G.T. Road, Jalandhar, Punjab, 144001. Razeliya is its shop, and that company is the one you contract with when you order.
Anything else, write to hello@razeliya.com.