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FAQ

Home/ FAQ

FAQ on Payments:

  1. How do I Know my order has been accepted at the right pricing? Do I get any confirmation from SVA after placing an order?

    In the event that My SVA accepts your order the same shall be debited to your credit card/ debit card account and duly notified to you by email that the payment has been processed.

  2. In general how many days it takes for the amount to be refunded in my account in case of cancellation of order from either sides?

    In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.

    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.

  3. What are the payment methods?

    Payments for the products available on the Site may be made in the following ways:

    Payments can be made by Credit Cards, Debit Cards, Net Banking, Wallets and reward points.

    Credit card, Debit Card and Net Banking payment options are instant payment options and recommended to ensure faster processing of your order.

    Cash On Delivery option is not available.

  4. Will my account information remain safe?

    This Site is directed to be used by adults only. We assume that any minor, if at all, accessing our Site is under the supervision of their guardians. My sva or its associates do not knowingly collect information from minors. You will be responsible for maintaining confidentiality of your account, password, and restricting access to your computer, and you hereby accept responsibility for all activities that occur under your account and password. You acknowledge that the information you provide, in any manner whatsoever, are not confidential or proprietary and does not infringe any rights of a third party in whatsoever nature

    If you know or have reasons to believe that the security of your account has been breached, you should contact us immediately at the 'Contact Information' provided below. If we have found a breach or suspected breach of the security of your account, we may require you to change your password, temporarily or permanently block or suspend your account without any liability to My sva.

FAQ on Products, Delivery and shipping :

  1. How to place an order online?

    You create profile, complete the questionnaire, and place an order.

  2. How to check status and details of my order?

    You can check it under the profile section.

1) How does the delivery process work?

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

2) How are items packaged?

We package our products in boxes. 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.

3) Is it possible to change the delivery address? What is the deadline to change?

Yes, you can change the address and the Deadline to change delivery is 15th of the month.

4) What is the lead time for delivery?

Delivery of your box is once a month. We usually dispatch most orders post 15th of every month.

5) My order has been shipped. Now how can I track it?

You can track the status of your package 24 hours after your order is dispatched from our warehouse.

Following are some our trusted courier partners:

6) What if due to unavoidable circumstances/ emergency the delivery couldn’t be completed?

Our delivery partners then bring the package to you at the earliest possibility. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.

7) How to get delivery tracking details? And the name and the contact details of the agent delivering the product?

You can get details from partner site. You can also sent us an email and contact us for details

8) What to do if I haven’t received the product but the shipping company reports it delivered?

You can check with your delivery system at your apartment or door step etc.

9) In case, if I want to return the product after receiving or after using it, can it be possible and how?

Return is not possible if the product is used.Only damaged product will be replaced in following month box)

10) Which are the items that cannot be returned/exchanged?

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 with.
  • Defective products that are not 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

Categories not eligible for Return:

  • Customized Products (eg: lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand
  • Personal care appliances cannot be returned due to hygiene issues

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.

11) If there is any shortage of product, is there an option of cancellation or is it compulsory to buy it?

Doesn’t apply

12) Can I return part of my order?

Yes. A return is not part of the boxes received. If there are any damaged products, replacement will be offered in next box.

13) I have received a damaged or defective item/wrong product in my order, how should I proceed?

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.

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@mysva.co.in) 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 replace the product in next month’s box.

Note: If it is a case of replacement, it is subject to the availability of stock.We will replace the product in the next month's box. In case that a replacement may not be available, we will replace it with an equivalent cost product or points that you can redeem for your future purchases.

14) Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

15) Till what stage of operation, I can cancel my order? And what is the cancellation policy?

Cancellation before shipment (Only valid on orders’ place & delivery in India):

The order or the items (s) has to be cancelled before 10th of the month, you can write to our customer support team on support@mysva.co.in

Cancellation post shipment :

Due to logistic issues, we are not accepting post-dispatch cancellations on orders

18) Which are the items that cannot be returned/exchanged?

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 with.
  • Defective products that are not 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

Categories not eligible for Return:

  • Customized Products (eg: lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand
  • Personal care appliances cannot be returned due to hygiene issues

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.

19) As a regular customer, what is the easiest way to place a repeat order?

You subscribe with us for a longer period or use a gift it.

20) If I subscribe for the box , what are the products I will get in the box?

Husshh! It is a surprise. We will get back.

21) What is the range of locations to which My Sva ships their products?

My SVA ships throughout India!

22) Are there any shipping charges applicable on my order?

We have standard shipping charges for most addresses.

23) Does My Sva ship internationally?

FAQ on Products

  1. How do I avail theBeauty products and how it works?

    It is simple. You have to sign up with us, create your profile, take the quiz, take up a subscription plan and you are set.

  2. What are the ingredients of the products?

    It is as specified by the brands and we directly work with brands to source and ensure best products.

  3. How much does options of box cost?

    Kindly check our subscription plans on the website for details.

  4. Is it safe to use the products?

    We do our best to match the products as your needs based on the quiz taken. Also, we work with brands directly to source the products without any intervention of a middle man. We have few selected brands who ensure best products in the market.

    We always advice a patch test. If there is any reaction, you can discontinue the use of that product. And if condition persist get in touch with your dermatologist or a family doctor.

  5. How to review the product?

    You will find it under profile section.

  6. What are the benefits of subscription?

    The benefits of subscription are it is s cost effective and you avail different products on monthly basis. Additionally, there are more chances of finding some new products or may be an exclusive for you in future.

  7. Are there any charges for subscription?

    Kindly visit our website.

  8. How can I change my subscription term?

    Kindly contact us and let us know. We will assist you.

  9. Can I place an order for a single product?

    Not as of now.

  10. What are the subscription plans?

    Kindly visit our website for details.

  11. How do I cancel my subscription? How to reactivate cancelled subscription?

    Write an email to us at support@mysva.co.in and let us know.

  12. Am I eligible for Gifts?

    Everyone is..!! happy gifting

FAQ on Gift IT?

What is Gift It? And how does it work?

Under Gift it, you can gift a box to your loved ones without subscription. It is a one time-purchase.

FAQ on Profile?

  1. What is My-SVA?

    My-SVA offers curated subscription model for skin care and beauty products.
    You may also be using our interactive services ("Interactive Services "), such as our Beauty Suggestions, Beauty Blog etc. and the Beauty Services wherein you can book any beauty service provided by our beauty partners ("Beauty Services").

  2. When did your company start?

    It started in September 2020.

  3. What is your vision?

    We are committed and relentlessly striving to make quality beauty and skin products available to all. We want to boost up the local beauty brands and make it more accessible to everyone.
    Our devoted endeavour is to get the best brands on the board and products and give high precedence to customer experience.

  4. What are your future plans?

    Increase brand reach to outside India, help provide Indian grown products reach as far as possible.
    We will be running blog posts and evolve into a platform where skincare conversations are made human.

FAQ on Refunds and replacements?

  1. Is refund allowed by your company?

    In case the product is damaged, we replace it. Kindly refer to our refund policy section for more inputs.

  2. What is the replacement policy in case if my account is deactivated?

    You are not then eligible for replacement asyou are not subscribing with us

What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?

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.