Frequently Asked Questions
1) Do I need to create an Account on DrKleenzLab to place an order?
You will need to register on the site to place an order.
2) What is the benefit of creating an account on DrKleenzLab?
There are various benefits of creating an account on DrKleenzLab, some of the benefits are control over billing and shipping addresses, special offers and promotions. You will also be able to log in to your account and review the order history and all the transactions done from your account.
3) What is Onyx Care, La Cura, O’Bello and DrKleenz?
These are the brands owned by DrKleenzLab. Each brand is specialized in a particular segment to give our customers the best products and services.
Onyx Care is specialized in Skin Care, La Cura in face care & professional, O’Bello in cosmetics and Dr Kleenz in home care products.
4) How do I track my order once it is placed?
Step 1: You will receive an order confirmation on Email registered on your account once your order is completed.
Step 2: As soon as the order is shipped you will receive another email on your registered email id. You can also log into your account and view the shipping details.
5) How do I choose products that are suitable to my needs?
Our product consultants are available to assist you regarding any such issues. You can always click on chat now icon on our website to contact our product consultants. You can also leave your query on our website or mail us on [email protected].
6) Can I place the order online and pick up my order from your Store which is nearest to me?
Yes, you can order online and pick your order from our store if it is near to you. If you want to pick your order then you will have to drop a mail to [email protected] within 2 hours of order.
7) I want to Place bulk orders or need some specific products, whom do I contact?
For all bulk orders you can ask for quotation by clicking on the button available on every product. You can also write to [email protected] for all bulk orders, we will assist you with quotes and information based on the emails.
CANCELLATION AND RETURNS
1) Can I change my order once it has been placed?
We don’t accept changes in the order once they are placed. However, if changes are communicated vial mail to [email protected] within 24 hours, we might be able to make the change in the order or the address of delivery.
2) Can I cancel my order?
Orders can be cancelled within 4 Hours of placing the order. To cancel your order, please send us an email on [email protected] with your name, order number, order date and your mobile number. Our team will call you and confirm the cancellation.
3) When and how will get my refund in case of cancellation or product return?
Refunds are credited back to the same instrument which was debited. The process generally takes 7-14 working days depending on the bank and the gateway. DrKleenzLab does not have influence on the time lines except processing the refund. The refund will be credited back between 7-14 days after the processing or until your next billing cycle in case it’s a credit card. You will receive email intimation from us about the processing of refund. You will need to then contact your bank or credit card issuer for refund status.
4) What is your exchange policy?
Once products are delivered to you as per the original order, there is no refund or exchange possible. In case there is a manufacturing defect or damaged product, then the product can be exchanged. In case of a exchange, please contact customer service within 24 hours from the time the product/s has been delivered to you.
5) What if products ordered by me are out of stock?
All products shown on the web store are products in stock. In an exceptional case where the product ordered by you is out of stock, the same will be communicated to you within 72 hours and a refund will be processed immediately in case you wish to cancel the order.
PAYMENT INFORMATION
1) What are the payment options that I can avail of while placing an order?
Currently the following payment options are enabled.
UPI
Mobile payment (Freecharge, Airtel Money, Jio Money, Oxigen, Pay Cash card, Yes Pay card, OLA Money )
Credit Cards ( Visa / Master)
Net Banking across Banks
Debit Cards (Visa / Master)
2) Which credit/ debit cards does DrKleenzLab support?
Payments are accepted through certified third-party payment gateways. Currently all Visa and Master Credit cards will be accepted
3) How do I know that my credit/ debit card payment is safe?
Payments are accepted through certified third-party payment gateways. These gateways are certified for all security aspects.
4) Can I pay through Net banking? What is the procedure?
Yes, one can pay through net banking. You need to select net banking as an option on the checkout page and you will be redirected to the payment gateway. You will need to select net banking and the bank you wish to pay from and make the payment.
5) Does DrKleenzLab offer an EMI option?
No, we don’t offer any EMI option.
SHIPPING
1) Where all does DrKleenzLab deliver?
We deliver across the country to over 12000 Pin codes. These deliveries are made through reputed courier companies. Since there is a constant addition of pin codes, the exact number might vary from time to time.
2) What is the delivery timeline or my order?
The general delivery timeline is 5 to 8 business days (metro cities) and 5 to 10 business days (non-metro cities) depending on the delivery address pin code.
3) How will I know whether I can get delivery in the areas that I live?
Deliveries are made through third party courier companies. We try our level best to cover all the areas in India. In case the pin code (area) you live in is not a part of the serviceable list then we will intimate the same and your refund will be initiated.
4) Is there a charge for delivery?
There is no delivery charge on purchase of Rs.299* and more. Enjoy free delivery on all of our products on purchase of Rs.299* and more. (*on subtotal price in the cart)