FAQs
Find quick answers about orders, shipping, returns, payments and your account. Tap any question to expand it.
Orders, Shipping & Tracking
Can I place an order without creating an account?
Sure, you can! You don’t have to sign up to place orders, but if you do, you can keep an eye on your orders, see what you’ve bought before, ask for refunds, and get special offers.
How do I sign up or get into my account?
It’s easy! Just tap the profile icon in the top-right corner. A login page will pop up. Enter your email address and we’ll send a one-time verification code to that email. Type in the code and you’re in — no password to create or remember.
Are there any restrictions on how much I can order?
There’s no limit on how many different items you can add to your cart. But to keep things fair for everyone, you can order a maximum of 2 units of the same product at a time. For larger quantities (a “bulk order”), email us at info@entimessi.com and we’ll help you out.
Can I modify my order — colour, size, or delivery address?
You can change details like colour, size, or delivery address within 6 hours of placing the order, or before it’s dispatched — whichever comes first (one modification per order). Past that window, email info@entimessi.com and we’ll see what we can do — once we begin processing, changes aren’t possible. Note: this covers small changes only. To add items or switch to a different product, please place a new order.
I haven’t received my order confirmation. Where can I find it?
Your confirmation is emailed to you and usually arrives within 24 hours of ordering. If you don’t see it, please check your spam or junk folder first. Still missing? Email info@entimessi.com and our team will help.
How long does it take to process my order?
All orders are processed within 24–48 hours (1–2 business days), Monday to Friday. We don’t process orders on weekends or public holidays. Note: Cash on Delivery (COD) orders are processed only after successful verification.
Do you process orders on weekends?
No. Orders are not processed on weekends or national holidays. However, our delivery partners may attempt delivery on these days.
How is Order Value calculated for shipping rates?
The final Order Value is calculated after all discounts, GST, and other applicable charges have been applied.
What are the shipping charges for pre-paid orders?
All pre-paid orders ship FREE — there’s no minimum order value. Pay securely by card, UPI, or net banking and shipping is on us.
Do you offer free shipping?
Yes — shipping is free on every pre-paid order, with no minimum spend.
Is Cash on Delivery (COD) available?
COD is available for orders up to ₹2,499. All COD orders include a non-refundable handling fee of ₹149.
What are the shipping charges for COD orders?
All COD orders include a non-refundable handling fee of ₹149.
Why is the charge higher for COD?
COD includes an additional handling fee required for processing cash payments at the time of delivery.
Do I need to confirm my COD order?
Yes. All COD orders require mandatory verification via WhatsApp or SMS before processing begins.
What happens if I don’t verify my COD order?
Orders that remain unconfirmed after the verification attempt are automatically cancelled.
Which courier will deliver my package?
We partner with leading Indian couriers including eKart Logistics, Delhivery, Xpressbees, Blue Dart, DTDC, Ecom Express, and TCI Express. The carrier is chosen based on your address, package size and weight, and shipping method. Your shipping confirmation email contains the carrier name and tracking number.
How can I track my order?
Once dispatched, your courier tracking details are sent to your registered email address. Use them to track your delivery status.
What is the estimated delivery time?
Standard delivery takes 5–7 business days from dispatch. Please allow an additional 1–2 days for North-eastern states and remote locations.
Does delivery take longer for North-Eastern states or remote areas?
Yes — please allow an additional 1–2 days for delivery to North-eastern states and remote locations.
Will all my items arrive in one package?
We prioritise shipping all items together. If a split shipment is necessary, we’ll notify you in advance via SMS, WhatsApp, email, or call.
Do you offer open-box delivery?
Not at the moment — our current delivery partners are unable to provide this service. As soon as open-box delivery becomes available for high-value purchases, you’ll be able to select it on the Order Summary page.
Do you ship internationally?
No. We currently ship only within India.
Do you provide invoices?
Yes. For Entimessi apparel, the invoice is issued directly by us. For footwear, you’ll receive a valid invoice from our verified third-party retail partners. As a National Consumer Helpline (NCH) Convergence Partner, we adhere to government consumer-protection laws to safeguard your rights.
What if I’m not available when my order arrives?
Our courier will make up to three delivery attempts and try to reach you by phone, and we’ll send reminders too. If delivery is unsuccessful after three attempts, the order is returned to us and cancelled. For pre-paid orders, a refund is then processed to your original payment method or as Store Credit. For Cash on Delivery (COD) orders, no charge applies, since payment is only collected at the time of delivery.
What if something’s missing from my order?
Email us right away at info@entimessi.com with a copy of your invoice, and we’ll ship the missing item to you as soon as possible.
What should I do if the package looks tampered with or damaged?
If you see any sign of tampering or damage to the external packaging, refuse delivery. Then immediately report the refusal to info@entimessi.com with your order number for a replacement.
Can I get customised apparel?
Yes — we customise tees, sweatshirts, shirts and trousers, with DTG printing and embroidery available. See details here.
Can I place bulk orders for apparel?
Absolutely — we handle bulk orders across our apparel range (tees, sweatshirts, shirts, trousers), with DTG printing and embroidery options. See details here.
Returns, Exchanges & Cancellations
What is the time limit for raising a return or exchange request?
You may initiate a return or exchange within 7 days of the delivery date.
What conditions must the product meet to be eligible?
To be accepted, the product must be:
- Unused, unwashed, and in original sellable condition.
- Free from stains, sweat, detergent, or body odour.
- Returned with all price tags, brand tags, and original packaging intact.
- Accompanied by all original accessories or gifts received with it.
What if my order arrives damaged, or I simply don’t like it?
Damaged or faulty product: Record a continuous, unedited unboxing video and take clear photos, then email them with a short description to info@entimessi.com within 2 days of delivery. The unboxing video is mandatory — without it we may be unable to approve the claim. We’ll respond within 48 hours.
Changed your mind: We’ll happily accept it back, provided it looks brand new and is in its original packaging with all tags and labels attached. Once we receive the return, we’ll offer a refund or exchange (some exceptions apply — see our Return & Exchange Policy).
Can I return a product if I’ve discarded the price tag or packaging?
No. The price tag, brand tags, and original packaging must be intact. If these are missing, we reserve the right to reject the return.
Can I exchange a product for a different size?
Yes — initiate an exchange within 7 days of delivery, provided the item meets our return conditions.
How do I find the right size?
Every product has its own size chart with exact garment measurements. On the product page, tap the Size Chart link near the size selector to view it. For the best fit, measure a similar garment you already own and match it against the chart rather than guessing. Still unsure? Ask our styling expert before you order.
What if the size doesn’t fit?
You can request an exchange for a different size within 7 days of delivery, provided the item is unused, unwashed, and has all tags and packaging intact. To skip the wait, we recommend checking the size chart before ordering. Please note: items bought with a coupon code or during a sale are non-returnable and non-exchangeable, so confirm your size carefully on discounted orders.
How long does it take to get my refund?
It depends on the refund mode:
- Entimessi Store Credit (fastest): Instant credit, immediately after our logistics partner picks up the return.
- Bank / original source (slowest): up to ~28 days total — 7–14 days for the return to reach us, a mandatory Quality Check, then up to 7–14 business days for your bank to process.
Why does a refund to the original payment account take so long?
We don’t control logistics transit time (7–14 days) or your bank’s processing time (up to 7–14 business days). For refunds to the original source, the product must also physically arrive at our warehouse and pass a mandatory Quality Check before we initiate the transfer.
Does Entimessi Store Credit expire?
No. Store Credit comes with lifetime validity and never expires. Use it for any future purchase on Entimessi.com.
Can I get a cash refund?
No. We don’t issue cash refunds. Refunds are processed either as Store Credit or to your original payment method.
Can I return items bought during a sale or with a coupon code?
No. Any item purchased at a discounted price, with a coupon code, or during promotional events / site-wide sales is a Non-Returnable Product.
Which items can’t be returned for hygiene reasons?
We don’t accept returns on innerwear, lingerie, panties, bras, bodysuits, shapewear, socks, swimwear, sliders, slippers, and masks.
Can I return a customised or “Made to Order” product?
No. Personalised or made-to-order items are non-returnable.
What if a defective or incorrect item is listed as “non-returnable”?
In the rare case of a manufacturing defect or wrong product, you may return a Non-Returnable Product — but you must report it within 2 days of delivery. A mandatory unedited unboxing video and product images are required to validate the request; without them, we can’t approve the return.
I bought a “Buy 2 Get 1 Free” combo. Can I return just one item?
No. For bundled packages (e.g. Combo Sets, B2G1), you must return all products in the bundle. Partial returns result in forfeiture of the refund or adjustments at our discretion.
Can I cancel my order?
Yes. Cancel within 6 hours of a pre-paid order (24 hours for COD, via the CANCEL button in your account), or any time before it’s dispatched — whichever comes first. You can cancel partially or fully.
Can I cancel my order after it has been packed?
No. Once the cancellation window has passed or the order has been dispatched, it can’t be cancelled. However, you may refuse delivery when our logistics partner arrives.
Why was my order cancelled by Entimessi?
We may cancel orders due to product non-availability, quality-check failures, or operational issues. In such cases, a full refund is processed to your original payment source.
What if return pickup isn’t available in my area?
If we can’t facilitate a pickup due to logistical constraints, you’ll need to self-ship the product to our warehouse.
If I self-ship the return, am I responsible during transit?
Yes. For self-shipped items, you’re fully responsible for any loss or damage in transit. Refunds are processed only after the product reaches us and passes the Quality Check.
Do I have to pay for return pickup?
No. Return pickups are free of cost.
The pickup agent is asking for money. What should I do?
Do not pay. You’re strictly advised not to pay any money to pickup personnel. If you make an unauthorised payment, Entimessi won’t reimburse it. Report such incidents immediately to info@entimessi.com.
What happens if I have excessive returns?
To ensure fair use, if a user has exceptionally high returns we reserve the right to charge a convenience fee on future orders or disable the account.
Payments & Billing
How can I pay for my order?
We offer secure payment via Credit/Debit Cards, Net Banking, Digital Wallets, and UPI, plus flexible options like EMI and Buy Now, Pay Later (BNPL). All transactions are processed through our trusted partner, Razorpay.
Can I pay with cash when my order arrives?
Yes — Cash on Delivery is available for orders up to ₹2,499, with a non-refundable handling fee of ₹149. COD is not available for orders above ₹2,499.
How are refunds processed for COD orders?
We immediately issue Entimessi Store Credit to your account upon return pickup or cancellation, so you can redeem it instantly on your next order. If you prefer a bank refund, email info@entimessi.com; we’ll request your bank details, and once the returned item is received and approved, the refund is transferred within 14–28 business days. COD refunds are processed exclusively via Bank Transfer (NEFT/RTGS).
Can I change how I receive my refund?
No. The refund destination can’t be altered once initiated, and must follow the original transaction path.
- Pre-paid orders: refunded as Store Credit (default, instant) or reversed to the same payment source.
- COD orders: refunded as Store Credit (default, instant), or via Bank Transfer (NEFT/RTGS) if you provide account details. Bank details can’t be changed once submitted.
When will I get my refund?
- Store Credit (fastest): instant — added immediately after the return is picked up.
- Original source (bank/card/UPI): up to ~28 days total — transit (7–14 days), mandatory Quality Check, then bank processing (up to 7–14 business days).
Account & General Support
Is my information safe on Entimessi?
Absolutely. Our website uses strong security to protect your data, and we never store your secret payment details. See our Privacy Policy for more.
Are my consumer rights protected with Entimessi?
Yes. Entimessi is a Convergence Partner of the National Consumer Helpline (NCH) and adheres to the grievance-redressal mechanisms laid down by the Department of Consumer Affairs, Government of India.
Is Entimessi safe for online shopping?
Yes. Our website uses SSL encryption, and we never store your secret payment details. Entimessi will never ask for your CVV, OTP, or UPI PIN. If someone contacts you pretending to be from Entimessi, don’t share private details — report it by calling 1930 or via the National Cyber Crime Reporting Portal.
Will Entimessi ever ask for my banking PIN or OTP?
No. We will never ask for your CVV, OTP, or UPI PIN. If you receive calls, SMS, or WhatsApp messages claiming to be from Entimessi and asking for these, don’t share them and contact your local cybercrime authorities immediately.
Do you have a customer-care phone number?
No, we don’t currently maintain a phone line. Please direct all queries to info@entimessi.com. We operate via email to keep a transparent, documented record of every interaction.
How do I contact customer support?
Email us at info@entimessi.com. Our team is available Monday to Friday, 10:00 AM–6:00 PM.
What types of inquiries can I send?
We welcome questions about our products and actively encourage customer feedback.
Where is your registered office located?
Artists Integrated Business Private Limited, B-160, Survey Park, Santoshpur, Kolkata 700075, West Bengal.
What are your business hours?
Monday to Friday, 10:00 AM–6:00 PM.
Are the footwear products authentic?
Yes. To offer a wide range, Entimessi partners with a trusted network of verified third-party retailers. Your trust is our priority — if you ever feel a product doesn’t meet your authenticity standards, you’re covered by our 100% Satisfaction Guarantee and can return it hassle-free.
Are Crocs footwear genuine?
Yes. To bring you the widest variety of Crocs and footwear, we partner with trusted third-party retailers and strictly vet our sources for quality. If you have any concern about authenticity, you’re covered by our 100% Satisfaction & Authenticity Guarantee with a seamless return process.
Is the product information always accurate?
We strive for accuracy, but discrepancies can arise from supplier information. If you spot an error, report it to info@entimessi.com with the subject “INCORRECT INFORMATION”.
Will the product colour look exactly like it does on my screen?
Actual colours and dimensions may differ from on-screen images due to lighting and device settings. Entimessi isn’t liable for these variations.
Does Entimessi provide a warranty on products?
No. Entimessi provides no warranties on merchandise. Any warranties or promises are solely the responsibility of the sellers or manufacturers.
Does Entimessi own the brand logos on the site?
No. All brand names, logos, and trademarks belong to their respective owners and are used for identification only — this doesn’t imply endorsement, ownership, or affiliation.
Can I copy images or text from the website?
No. Content on the website may not be reproduced, copied, or altered without written consent from Entimessi and its affiliates.
Can I resell Entimessi products or services commercially?
No. You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the service for commercial purposes.
Is Entimessi liable if the website goes down?
No. Entimessi isn’t responsible for unavailability during maintenance, outages, technical issues, or delays beyond our control, nor for damages arising from use or inability to use the website.
Can Entimessi terminate my access to the website?
Yes. Entimessi may terminate access for any reason, including improper use or non-compliance with our terms.