Delivery / Shipping Policy

Q.How do I place a Murtela order?
Ans. You can place your order in a few simple steps – same as this one
• Step 1: Click the “Add to bag” button on the products you wish to purchase and they will be added to your shopping bag
• Step 2: Register with Murtela by clicking on the “Account” button on the top right hand corner of the page and clicking on “Sign Up”
o When you sign up for your Murtela account, you can enter all your details including your address and phone number on to your account page and it will be recorded for future purposes!
o While this sign-up step is optional, we highly recommend that you do create a Murtela account. Not only will you be able to rate and review products, and avail members-only coupons/offers, but also you can accumulate Reward Points and obtain discounts on future purchases.
• Step 3: You can then click on your shopping bag in the top right corner of the page and use any coupon codes by clicking on “Got a Coupon Code? Apply it here” to receive a discount on your order.
• Step 4: Either you can “Continue shopping” or click on the “Checkout” button to proceed to the next steps.
• Step 5: Provide us with your email address, shipping address and payment details. Finally, click on “place order” to go ahead.
• Step 6: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order.
• Step 7: Enjoy your Murtela order!
If you have any further questions, you can write to us at care@Murtela.com or chat with us by clicking on the “Chat with us” tab at the bottom of the screen.

Q.Can I buy multiple products in a single order?
Ans.Sure you can! Just add all the products you wish to buy on to your shopping bag and then click on the “checkout” button.

Q. Can I ship the products to an address that is different from my billing address?
Ans. Yes, Definitely! You can do so by filling in your address as the ‘billing address’ and the address you wish to ship your order to, as the ‘shipping address’.

Q.How do I know that my order is confirmed?
Ans.Once your order is confirmed, you will see a confirmation page displaying a unique Order ID, a listing of the item(s) you have ordered and the shipping address.In addition, you will receive an email confirming your order details. You will also be notified when we dispatch the item(s) from our warehouse with the respective tracking details.

Q.Can I leave items in my shopping bag for future purchase?
Ans.Yes, you can leave items in your shopping bag, however the price and availability of these products will be reflected on a real time basis. Hence, there is a possibility that the product may get sold out or the offer on the product may expire from the time you added it to your shopping bag.

Q.Do I have to have an account to place an order at Murtela?
Ans.No, you do not as you can place an order as a guest, by just providing your email address for correspondence. However, we highly recommend that you do create a Murtela account. Not only will you be able to rate and review products, but also you can accumulate Reward Points and obtain discounts on future purchases. After all, shopping more for less is always fun!

Q. How do I sign up for a Murtela account?
Ans.All you need to do is provide us with your name, email address and a password of your choice. It’s that simple!

Q.What are the benefits of signing up?
Ans. Signing up for a Murtela account will give you substantial benefits and give you a superior experience while shopping. You can:
1. Track all past and present orders at any time in one place!
2. Receive notifications as soon as your favourite products are back in stock!
3. Rate and review products and earn reward points!
4. Never fill in your address and payment details more than once!
5. Accumulate Reward Points and receive discounts on future purchases!
6. Refer a friend to Murtela and collect Reward Points when they make their first purchase!

Q.How does the delivery process work?
Ans.Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.
o After they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner.
o Our delivery partners then bring the package to you at the earliest possible. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.

Q. How are items packaged?
Ans. We package our products in boxes, which are covered in a plastic layer. Each individual product is packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.We pride ourselves on the quality of our packaging. Till date, we have received minimal complaints about damaged products due to our packaging

Q.What is the range of locations to which Murtela ships their products?
Ans.Murtela ships throughout India!

Q.My order has been shipped. Now how can I track it?
Ans.Once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order.
o You can track the status of your package 24 hours after your order is dispatched from our warehouse.
o Following are some our trusted courier partners:
1. DTDC - http://www.dtdc.in/
2. Bluedart - http://www.bluedart.com/
3. TRACKON

Q. What is the estimated delivery time?
Ans. We dispatch most orders within 1-4 business days (excluding Sundays and public holidays)
o Though, we keep 95% of our catalogue in our inventory, certain products need to be sourced directly from the brand itself so that we can live up to our promise of providing fresh, non-expired products.
o While we are trying our best to avoid this situation, these products might delay your order.
o If you are ordering our products from a Mega Sale event, dispatches may be a bit delayed due to increased volumes. We will target to dispatch all orders within 5 days of order date.

Q.My order will be shipped in multiple shipments? What does this mean?
Ans.Don’t worry! This is a completely normal situation. This just means that different parts of your order may have simply been shipped from our different warehouse locations.

Q. Are there any shipping charges applicable on my order?
Ans. SHIPPING FREE

Q.Does Murtela ship outside India?
Ans.Unfortunately, Murtela does not ship outside India at the moment. However, we are working on starting international delivery as soon as possible, so stay tuned!

Q. Does Murtela have any physical stores?
Ans. . Yes, Address: PLOT NO -190 , IND AREA, PHASE-2, CHANDIGARH

Q.How can I make a Murtela account?
Ans.Just click on the “Account” button on the top right hand corner of the page and click on “Sign Up”. o Fill in your name, email address and password. o You can even sign up using your Facebook or Google+ account. Yes, it is that simple!

Q. How can I save my address on Murtela?
Ans. When you sign up for your Murtela account, you can enter all your details including your address and phone number onto your account page and it will be recorded for future purposes! This way you do not have to keep filling in your details for every new order. To manage these addresses, visit the “My Account” page and click the “Address Book” tab.

Q.What if I have forgotten my account password?
Ans.When signing in you can click on the 'Forgot Password' link below the sign up area. You will immediately be redirected to a new page where you will be instructed to fill in your registered email address. Soon after, you will receive an email with a link to 'reset your password'.

Q. How do I check the current status of my order?
Ans. Visit the “My Orders” tab in your “My Account” page and you can instantly see the status of a specific order and all your past orders.

Q. What do the different order statuses mean?
Ans. Pending: your order has been placed successfully Processing: Your order is being processed by us and will be dispatched shortly. Order Shipped: Your order has been dispatched by us and is with the courier company on its way to your address. Order Cancelled: Your order has been cancelled. Partially Shipped: Part(s) of your order have been dispatched; the next part(s) will be following shortly.

Q. Can I order a product that is “Out of Stock”?
Ans. Unfortunately, products listed as “Out of Stock” are not available for sale. However, we can notify you as soon as the product is back in stock.
o Simply click on the product.
o Once you are on the product page, you will immediately see an option to notify you when the product is back in stock. All you have to do is provide your registered email address.
o Remember, this can only be done if you have a Murtela account and are signed in at the time.

"In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account. For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account."

if customer paid twice for one transaction, the one transaction amount will be refunded via same source within 07-10 working days