A house that sells first-party must also answer first-hand. The channels we staff, the seller of record behind them and the route a complaint follows are all published on this page.

The channels

Email reaches us fastest for anything to do with an order. Write to support@shwetheritage.in and quote the SH- reference printed on your order confirmation email, so the first reply can answer you rather than ask which order you mean.

By telephone, call +91 90055 17090. The number doubles as our WhatsApp line, the channel we use to share exact laid-flat measurements of any piece before you order. Every channel is staffed Monday to Saturday, 10 AM to 6 PM IST.

Which channel for what

Each channel is better at something, so choosing well is usually worth a day. Email carries a photograph, an order reference and a long explanation, which makes it right for a size question, an exchange, a mend, a data request or anything you want a written record of. Nothing is lost between shifts, because the whole thread is in front of whoever picks it up.

WhatsApp is the fastest way to ask a question about a specific piece before you buy it, including the exact laid-flat measurements, how a cloth actually drapes, and how a colour reads in daylight rather than on a screen. Telephone is best when a conversation is quicker than typing, and when you would rather a person walked you through checkout than filled a form.

What to put in a message

The SH- reference from your order confirmation is the one thing that changes a reply from a question into an answer. Add what you expected and what happened, and a photograph where the issue is something we would need to see. Say what outcome you want, since a replacement size, a refund and a mend go to three different places and naming yours starts the right one on the first reply.

Every channel is staffed Monday to Saturday, 10 AM to 6 PM IST, and a message that arrives outside those hours is read at the start of the next working day rather than lost. We reply to email within one working day in the ordinary course.

The house

Shwet Heritage is the trading name of Shwet Heritage LLP, a first-party seller. Every piece listed here is made, checked and dispatched by us from Lucknow, not by a marketplace or a third-party merchant.

The registered office and principal place of business is Prabhat Chauraha, E-1/282, Sector I, Janki Vihar Colony, Jankipuram, Lucknow, Uttar Pradesh 226021, India. The house trades under GSTIN 09AEOFS7458E1ZE.

The grievance route

The Consumer Protection (E-Commerce) Rules 2020 require an e-commerce entity to display a named Grievance Officer with designation and contact, and we name both of ours. Vibha Mishra (vibha@safesociety.in) and Vishwa Vaibhav Sharma (vaibhav@safesociety.in), Founders & Directors, receive consumer complaints directly. We acknowledge every grievance within 48 hours and resolve it within one month of receipt.

A grievance can be sent to support@shwetheritage.in with “Grievance” in the subject line, to either officer directly or by post to the registered office. Our grievance page issues an SHG- ticket for every complaint raised there, each with its own status page, so a complaint carries a number you can follow rather than an inbox it disappeared into.