Talk to the store

The fastest way to reach Nitara Shankar is WhatsApp: message +91 86961 55551 and someone in the store will answer during business hours (10:00–18:00 IST, all seven days). WhatsApp is also the best channel for the things a phone call cannot do — we can send you additional photographs of any piece, video of fabric in movement, close-ups of embroidery, and exact tape measurements while you wait. If you prefer email, write to hello@nitarashankar.com and we will reply within one business day; include your order number if your question is about an existing order.

There is no call centre and no ticket queue behind these channels. Messages land with the same small team that runs the shop floor, which is why we can usually answer detailed product questions — the fall of a particular georgette, whether a blouse piece can be let out, how a dupatta drapes — from direct knowledge rather than a database.

Visit us in Jaipur

Our store is at C-56, Anand Vihar Railway Colony, Ramnagariya Road, Jagatpura, Jaipur, Rajasthan 302017. We are open 10:00–18:00 IST, all seven days. Parking is available nearby and the store is a short ride from Jagatpura railway station. If you are making a special trip for bridal wear, message us a day ahead — we will keep relevant pieces steamed, aside and ready to try, and make sure a senior member of the team is free for you.

Trying on in store carries no obligation. Many customers browse online, shortlist on WhatsApp and confirm in person; just as many do the reverse. Both are welcome.

Order-related questions

For an update on an order you have already placed, open Account → Orders on the website — every order shows its live status, the courier assigned, the tracking number and the delivery estimate. If anything there looks wrong, or a parcel seems stuck, WhatsApp us the order number and we will chase the courier from our side; we usually get answers faster than the tracking page does.

If a parcel arrives damaged or the wrong item is inside, contact us within 48 hours of delivery with an unboxing video or clear photographs, and we will make it right — this is the one situation our all-sales-final policy explicitly carves out, and we honour it without fuss.

Business and wholesale enquiries

For bulk orders — wedding trousseaus, bridesmaid sets, corporate gifting, boutique resale — write to hello@nitarashankar.com with quantities and dates. Lead times for multi-piece orders during the wedding season run two to four weeks, so the earlier you write, the more we can do. Press, collaboration and photography enquiries are welcome at the same address.

Postal correspondence can be addressed to Nitara Shankar, C-56, Anand Vihar Railway Colony, Ramnagariya Road, Jagatpura, Jaipur, Rajasthan 302017. Please do not send unsolicited parcels — as an all-sales-final store we do not operate a returns dock, and unexpected deliveries are refused.

Response times, honestly stated

WhatsApp during store hours: typically minutes, occasionally up to an hour on festival-rush days. Email: within one business day. Order emergencies (a wedding date moved, an address error caught after ordering): message WhatsApp immediately and mark it urgent — if the parcel has not left Jaipur we can usually still intervene. After a parcel is with the courier our powers narrow to what the courier allows, but we will always try.

Which channel for what

Product questions before ordering — WhatsApp, always: it lets us answer with pictures rather than adjectives. Order status — the website first (Account → Orders shows courier, AWB and live tracking), WhatsApp second. Damage reports — WhatsApp or email within 48 hours of delivery, with the unboxing video attached; this timestamp matters for the courier claim we raise on our side. Invoice copies and payment questions — email, so there is a written trail. Bulk and business — email with quantities and dates.

If you reach us on the wrong channel we will not bounce you around; we will answer where you asked and, where useful, move the thread ourselves.

Language: Hindi and English both, spoken and written. Voice notes on WhatsApp are welcome — many of our customers prefer them, and so do we when describing fabric.

Complaints and escalation

If something has gone wrong and the first answer you received has not fixed it, say the word 'escalate' in the same thread. The matter moves to the owner, who reads every escalated thread personally and replies within one business day. We are a small house; there is no layer above the family, and problems do not improve with age — bring them to us quickly and plainly and we will do the same in return.

For disputes concerning payment, note that all transactions run through Razorpay, which provides its own dispute mechanism; we cooperate fully with it. Nothing in our process limits any right you hold under Indian consumer law.

Before your visit: a small checklist

Bring reference images of outfits you like — screenshots are perfect — and, for bridal appointments, a photo of your jewellery set if it is already chosen; matching work to jewellery is half the styling battle. If a specific piece on the website caught your eye, send us its link the day before and we will have it steamed and on a stand when you arrive. Trials are unhurried; a serious bridal visit typically takes an hour, and we would rather book fewer visits per day than rush yours.

If you cannot travel, we do video consultations on WhatsApp during store hours: a team member walks the rails with you live, pulls pieces on request and holds fabrics to daylight. It is the closest thing to being here, and many of our outstation bridal orders are finalised exactly this way.

Feedback

Told-you-so reviews and five-star praise both teach us less than specifics: which photograph undersold a piece, which measurement you wished the page had shown, where the packaging could do better. Two minutes of candour on WhatsApp shapes what the next customer sees. After delivery we send a single review request — one, not a drip — and a line or two there helps other shoppers choose with confidence.

Grievance officer

In line with the Consumer Protection (E-Commerce) Rules, 2020, Nitara Shankar has appointed a Grievance Officer for complaints about orders, products, payments or this website. Grievance Officer: Priyanka, Nitara Shankar — phone and WhatsApp +91 86961 55551, email hello@chhayashankar.com, C-56, Anand Vihar Railway Colony, Ramnagariya Road, Jagatpura, Jaipur, Rajasthan 302017.

Every complaint is acknowledged within 48 hours and resolved within one month of receipt. Please quote your order number, describe what went wrong and tell us what you would like done; you will be given a reference for the complaint and updates against it.