Order Placement

Q.How do I place a Sparkzon order?
Ans. ou 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 sparkzon 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 sparkzon 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 sparkzon 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 sparkzon order!
If you have any further questions, you can write to us at care@sparkzon.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 sparkzon?
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 sparkzon 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 sparkzon 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 sparkzon 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 sparkzon and collect Reward Points when they make their first purchase!

Payments

Q.How do I pay for a Sparkzon purchase?
Ans. Sparkzon offers you multiple ways to pay securely. These include: 1. Debit and Credit Cards 2. Net banking 3. Pay Umoney

Q. How safe is it to use your debit/credit card or make an online payment on Sparkzon? CONFIRMATION PENDING FROM BANK ---;
Ans.We use the 3D Secure payment gateway for card payments and the Pay U payment gateway for netbanking. These are industry-standard secure payment methods so that we can ensure that all your online transactions at Sparkzon are processed in an extremely secure environment.

Q. What steps does Sparkzon take to prevent card fraud?
Ans. Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team: o When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. o The ID documents help us ensure that the purchases were indeed made by a genuine card holder.

Q. What is the 3D Secure Password?
Ans.The 3D Secure password is an additional password that you’ll be asked to enter after entering your card details on the payment page. You’ll be redirected to your individual bank’s page where you'll have to enter the Verified by Visa password for Visa cards or SecureCode password for MasterCard cards. Your card-issuing bank will give this password to you and you should have this password prior to shopping on sparkzon. Note: 3-D secure password has been made mandatory by the Reserve Bank of India to ensure safer online shopping. This will add an additional layer of security and thus, prevent misuse of a lost or stolen card, as the user will be unable to proceed unless they enter the password associated with your card, created by yourself and known only to you.

Q.What does the PayU Payment Gateway do?
Ans.The PayU payment gateway is one of the largest consumer payment processors in the world. It is a state-of the-art payment gateway that protects your account details when you shop on Sparkzon by encrypting sensitive information like your card number. It is VeriSign Secured and validated by Payment Card Industry compliant Control Code.

Q.Are there any hidden charges (Octroi or sales tax) when I make a purchase on Sparkzon?
Ans.There are no hidden charges when you make a purchase on spark. The prices listed for all the items are final and all-inclusive. The price you see on the order confirmation page is exactly what you pay. The final order total would also include the shipping and handling charges as applicable.

Q. How can I use Reward Points to pay for my order?
Ans. You need to be a registered Sparkzon customer to earn and spend using reward points. o When you click on the “place order” button, you are directed to a page where you can redeem any Reward Points or discount codes. o At this page, you will be shown how many Reward Points you have and their valuation. o You can use some or all of them to pay for your order. o If you do not have enough Reward Points, you can pay the remaining amount using any other form of payment. Note: Refer to our Reward Program Section to learn how to earn Reward Points

Q.How can I use a discount/coupon code on my order?
Ans. When you click on the “place order” button, you are directed to a page where you can redeem any reward points or discount codes. o On this page, you can enter the discount code and the respective discount will be applied to your order o You can then proceed to checkout and pay the remaining amount using any other form of payment. Note: Only one coupon code can be used on a single order. If you choose to cancel an order after applying a coupon code, it would not be usable for a later purchase. In case of suspected misuse of coupons, Sparkzon reserves the right to cancel orders

Q.What is Cash on Delivery?
Ans. If you are not comfortable making an online payment on Sparkzon.com, you can opt for the Cash on Delivery payment mode. With COD you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online. It is strictly a cash-only payment method. Rs 50 COD charges are applicable if your order total is less than Rs 499.

Q.How do I place a Cash on Delivery (COD) order?
Ans. All items that have the "Cash on Delivery Available" icon are valid for order by Cash on Delivery.Add the item(s) to your cart and proceed to checkout. When prompted to choose a payment option, select "Pay By Cash on Delivery". Enter the name and contact details of the person who would be receiving the COD order.Once verified and confirmed, your order will be processed for shipment in the time specified, from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment. Terms & Conditions: No Maximum Order Value Limit for COD. Rs 50 shipping charges for orders under Rs 499.

Q.Why is COD not available on my address Location?
Ans. Cash on Delivery (COD) option is not offered by our Courier partners at few serviceable locations. Also, COD option is not available on some of our products. Hence, based on your location and your choice of products, COD option may not be available to you. However, you can always opt for payment through Net Banking or Credit/Debit Card.

Shipping and Delivery Policies

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 sparkzon ships their products?
Ans.sparkzon 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 sparkzon ship outside India?
Ans.Unfortunately, sparkzon 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 sparkzon have any physical stores?
Ans. . Yes, Address: PLOT NO -190 , IND AREA, PHASE-2, CHANDIGARH

My Account & My Orders

Q.How can I make a sparkzon 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 sparkzon?
Ans. When you sign up for your sparkzon 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 sparkzon account and are signed in at the time.

Return Policy

"SPARK offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in you order. Step 1: Contact our Customer Support team via email ( sales@sparkcosmetics.com ) within 5 business days of receiving the order. Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference. Step 3: We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact. Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds."

Q.How do I return an item purchased on sparkzon?
Ans.sparkzon offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in you order.
• Step 1: Contact our Customer Support team via email (support@sparkzon.com) within 5 business days of receiving the order.
• Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
• Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact. Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

Q. Which are the items that cannot be exchanged?
Ans. Returns will not be accepted under the following conditions:
-Product is damaged due to misuse/overuse
-Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
-Serial Number is tampered
-Defective products that are covered under Seller/Manufacturer’s warranty
-Product is used or altered
-If request is initiated after 5 business days of order delivery
-Free product provided by brand
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

Q. I have received a damaged or defective item/wrong product in my order, how should I proceed?
Ans.Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund. If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:
• Step 1: Contact our Customer Support team via email (support@sparkzon.com) within 5 business days of receiving the order.
• Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
• Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact. Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

Q. Do I have to return the free gift when I return a product?
Ans. Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Q.Can I return part of my order?
Ans.Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

Q. How will I get refunded for the returned orders and how long will this process take?
Ans. In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
o 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.
o 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.
o In addition, we also provide the hassle-free option of refund through sparkzon coupons, which can be used during future purchases.

Q. Cancellation before shipment?
A. If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on support@sparkzon.com or call us on +91 91151 51551. In such cases, the order will be cancelled and the money will be refunded to you within 24-48 business hours after the cancellation request.

Q. Cancellation post shipment?
A.If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team on support@sparkzon.com. o In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order. o Once we receive the product(s) back and verify its packaging/condition, we will refund your money within 24-48 business hours.

Q.How will I get refunded for the cancelled orders and how long will this process take?
A.In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request. In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse. o 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. o In addition, we also provide the hassle-free option of refund through Sparkzon coupons, which can be used during future purchases.

Q What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?
A. Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order. If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

Replace & Refund Policy

"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