FAQs
Most frequently asked questions and answers
ORDER & DELIVERY
HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?
Orders within India are typically delivered within 1-4 business days in metro cities and 4-7 business days for other locations.
Note: Delivery timelines may vary due to factors such as shipping address, public holidays, or extreme weather conditions.
WHAT HAPPENS IF DELIVERY FAILS?
If the delivery attempt fails, don’t worry. You’ll get notified and we’ll automatically reattempt the delivery.
WHY CAN’T I SEE THE CASH ON DELIVERY (COD) OPTION?
The COD option is not available for certain pin codes. If you can’t see it during checkout, it means COD isn’t supported at your delivery location. You can still complete your order using Debit Card, Credit Card, UPI, Net Banking, or try an alternate address where COD is available.
IS THERE ANY EXTRA CHARGE FOR COD ORDERS?
Yes, there’s a small COD fee of ₹29 per order. This helps cover handling costs and may change in the future.
HOW CAN I GET MY ORDER DELIVERED FASTER?
We currently offer express delivery on select pin codes and products through Same Day or Next Day Delivery at a nominal charge of ₹29. You can check if your area is eligible during checkout.
CAN I ADD MORE ITEMS TO MY ORDER AFTER PLACING IT?
Unfortunately, no. Once your order is confirmed and accepted by us, we can’t modify it. But you can always place a separate order for additional items.
HOW DO I PLACE AN ORDER?
It’s super simple:
-Browse through our collections and pick your favourites
-Select the size (check the Size Guide)
-Click ‘Add to Cart’
-Hit the cart icon and click ‘Checkout’
-Enter your shipping details and choose your payment method
-Place your order — done!
HOW WILL I KNOW IF MY ORDER IS SUCCESSFULLY PLACED?
You’ll receive a confirmation email and WhatsApp message with your order details and Order ID. Once your order is shipped, we’ll notify you again with tracking information.
HOW DO I TRACK MY ORDER STATUS?
You can track your order easily:
After shipping, we send a tracking link via email and WhatsApp
You can also check order status by logging into your account under My Orders
If there’s a delay, you’ll be updated with revised timelines
WHY IS MY ORDER NOT SHOWING?
It could be a temporary technical issue. Please drop us an email at [Your Email] and we’ll look into it right away.
CAN I BUY MULTIPLE PRODUCTS IN ONE ORDER?
Of course! You can add as many products as you like to a single order.
CAN I SAVE PRODUCTS FOR LATER?
Yes! You can add them to your Wishlist and shop them whenever you're ready.
CAN I ORDER A PRODUCT THAT IS OUT OF STOCK?
Not at the moment. But you can use the Notify Me option on the product page, and we’ll alert you as soon as it’s back.
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
We recommend creating an account for a smooth shopping experience and order tracking. But you can also checkout as a guest.
SHIPPING AND TRACKING
HOW DO I TRACK MY ORDER STATUS?
You can track your order easily:
After shipping, we send a tracking link via email and WhatsApp
You can also check order status by logging into your account under My Orders
If there’s a delay, you’ll be updated with revised timelines
CAN I SHIP MY ORDER TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?
Yes, you can! Just enter the correct shipping address during checkout — easy.
HOW DO I TRACK THE STATUS OF MY RETURN OR EXCHANGE?
You’ll receive a WhatsApp and email update with tracking details as soon as your return or exchange is picked up and processed.
ARE THERE ANY ADDITIONAL SHIPPING CHARGES?
We offer FREE shipping across India on all orders above ₹499. A nominal shipping fee of ₹50 applies to orders below ₹499.
CAN I MODIFY MY SHIPPING ADDRESS AFTER PLACING THE ORDER?
Unfortunately, once your order is confirmed, the shipping details are passed to our warehouse for quick processing and cannot be modified. You can always cancel your order before it is packed and place a new one with the correct address.
RETURN, EXCHANGE & REFUND
WHAT IS YOUR RETURN POLICY?
We accept returns within 10 days of delivery, provided the product is unused, unwashed, and in its original condition with all tags intact.
HOW DO I INITIATE A RETURN?
Simply log in to your Moveonn account:
- Go to RETURN ORDER
- Select the item you wish to return
Once your request is approved by our team, our courier partner will pick up the product.
HOW LONG DOES IT TAKE TO PROCESS A RETURN?
After the product is picked up, it takes about 5-7 business days to process your return. Refunds are issued as Moveonn Wallet Credits. We do not refund to the original payment method.
ARE THERE ANY CHARGES FOR RETURNING A PRODUCT?
For Non-Members, there’s a flat ₹100 reverse pickup charge per order, regardless of the number of items.
Note: COD & Shipping Charges are non-refundable.
CAN I EXCHANGE A PRODUCT?
Yes! Exchanges are accepted within 10 days of delivery. You can exchange for the same product in a different size, based on availability.
HOW DO I REQUEST AN EXCHANGE?
Follow these steps:
- Go to RETURN ORDER
- Click “Exchange” next to the product
- Select your reason and preferred size
- Submit the request
Once the returned item is picked up, your exchange product will be shipped.
ARE THERE ANY CHARGES FOR EXCHANGES?
A reverse pickup fee of ₹60 applies to exchanges requested on COD orders.
I RECEIVED A DEFECTIVE OR INCORRECT PRODUCT. WHAT SHOULD I DO?
Record an unboxing video before opening the package. If you spot an issue, share the video and photos with us at moveonn.co.in@gmail.com within 24 hours of delivery for assistance.
CAN I RETURN OR EXCHANGE ITEMS PURCHASED ONLINE AT YOUR STORE?
Returns and exchanges for online purchases must be done through our website. In-store purchases follow the store's respective policy.
CAN I CANCEL A RETURN OR EXCHANGE REQUEST AFTER IT’S INITIATED?
No, once the request is submitted, it cannot be canceled.
WILL COD, SHIPPING, OR GIFTING CHARGES BE REFUNDED?
No, these are non-refundable as they are applicable for each order placed.
HOW DO I TRACK THE STATUS OF MY RETURN OR EXCHANGE?
You’ll receive a WhatsApp and email update with tracking details as soon as your return or exchange is picked up and processed.
I HAVEN’T RECEIVED MY REFUND YET. WHAT SHOULD I DO?
Refunds are issued as Moveonn Wallet Credits within 1-2 business days post pickup. If you don’t see it, contact us at [Your Support Email].
CAN I RETURN A PART OF MY ORDER?
Yes, partial returns are allowed. You can return individual items from your order without sending back the entire order, unless it's a combo pack — in that case, the full pack must be returned.
WHAT ITEMS ARE NON-RETURNABLE?
Products that are used, damaged, washed, or bought during promotions/sales are non-returnable. For hygiene reasons, returns/exchanges are not accepted on innerwear, masks, or accessories.
IS THERE A RETURN PICKUP CHARGE?
A nominal reverse pickup fee of ₹100 per order applies. Shipping charges and COD charges are non-refundable.
PAYMENT MODE
WHAT SHOULD I DO IF MY PAYMENT FAILS?
What should I do if my payment fails?
If your payment fails, don’t stress — simply try again and double-check:
- Your account details and billing info are correct
- Your internet connection is stable
If your money gets debited even after a failed attempt, it’s usually reversed back to your bank within 10 business days. Need help? Reach us at [Your Email or WhatsApp].
IS IT SAFE TO PAY ONLINE?
Absolutely. All payments made via Net Banking, Debit Card, or Credit Card are processed through secure, encrypted gateways. Your transactions are safe with us.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept UPI, debit/credit cards, net banking, wallets, and cash on delivery (COD) across India.
ARE THERE ANY HIDDEN CHARGES?
Never. What you see is exactly what you pay — no hidden fees, no surprises.
WHY ISN’T COD SHOWING AS A PAYMENT OPTION?
If COD is unavailable, it means it’s not supported for your pin code. You can still pay securely using UPI, Card, or Net Banking, or choose a different address with COD eligibility.
CANCELLATION POLICY
ARE THERE ANY CANCELLATION CHARGES?
No, there won't be any cancelation charges.
HOW DO I CANCEL THE ORDER I HAVE PLACED?
Tap on the “My Orders” section under the main menu of your App/Website and then select the order you want to cancel. The 'Cancel' option will only be available before your order is shipped. If you are facing an issue, please email us at connect@thesouledstore.com and we will sort it for you
CAN I CANCEL PART OF MY ORDER?
Yes, you can cancel individual items from your order as long as they haven’t been shipped yet.
WHAT IF I WANT TO CHANGE MY SHIPPING ADDRESS INSTEAD OF CANCELING?
Unfortunately, the shipping address cannot be changed once the order is placed. However, you can cancel the order before it is packed and place a new one with the correct address.
I MISSED CANCELING MY ORDER BEFORE SHIPPING. WHAT SHOULD I DO?
Once your order is shipped, it cannot be canceled. You can opt for a return or exchange once you receive the product, as per our Return & Exchange Policy.
MISCELLANEOUS
WILL I AUTOMATICALLY RECEIVE MARKETING EMAILS OR MESSAGES AFTER REGISTRATION?
Yes, once you register with us, you will automatically be subscribed to receive marketing emails and SMS updates from Moveonn. If you’d prefer not to receive these, you can unsubscribe anytime using the link provided in our emails.
WHAT SHOULD I DO IF I FORGET MY PASSWORD?
No stress! Simply click the ‘Forgot Password’ option while logging in. We’ll instantly send you a password reset link to your registered email.
WILL I GET A FULL REFUND FOR A DISCOUNTED PRODUCT I RETURN?
No, the refund will only be processed for the amount you actually paid for the product, not its original or pre-discount price.
WHAT HAPPENS IF I’M NOT AVAILABLE DURING A RETURN OR PICKUP ATTEMPT?
Our courier partner will make up to three pickup attempts. If all attempts fail, your return/exchange request may be canceled, and you'll need to raise a new request.
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STILL HAVE QUESTIONS?
We’re always here to help. Reach out to our support team via WhatsApp or Email, and we’ll assist you at every step.
