FAQs

If you have any other questions, please feel free to reach out to us at info@katanpalace.com. We will try our best to respond promptly.

Product

How can I know more about my saree/fabric?

If you would like to know about the fabric/weave/pattern of a saree in detail, please go through the product description on our website. You can also get in touch with us if you would like to know more, through the following channels:

- Email us on orders@katanpalace.com

- Call/SMS/WhatsApp on +91-9839705642

- Direct Message us on Facebook or Instagram

We will try to respond to your query as promptly as we can.

How does the saree look in real?

Like the peacock’s feathers, silk fiber also has a very unique luster due to its physical and chemical structures which enhances reflection of light. The photographs on the website, shot by the best cameras, are taken outdoors in natural daylight and posted without any editing to give the most accurate look.

If you have any doubts, please feel free to request us for additional photos in indoor lights. However for indoor pictures, multiple factors such as angle of photograph, type of light (white, yellow or natural), composition of the fabric effect the colours as captured in the photographs, which may occasionally result in minor variations.

Do you use real zari on your sarees?

The zari that we use in most of our sarees is very high-grade zari which has a very graceful luster. It’s not the artificial/imitation/plastic zari that is extremely shiny.

Sarees that are made of real zari or pure silver zari will have it mentioned in the product description and these are usually priced much higher, depending on the pattern and extent of zari work.

How do I take care of my saree?

We recommend that you dry clean your saree when necessary. You must air your saree from time to time and refold regularly to avoid creasing at the same location over an extended period of time. Kora sarees or fine Jamdanis can also be rolled for storage.

It is also advisable to store silk sarees in a breathable, uncoloured, muslin cloth in a dry location. Avoid exposure to moisture as it may damage the saree or the zari. Also avoid ironing directly on the zari and any direct contact with perfume.

I found a saree on your Instagram page. How do I order it? Please visit the section/collection “Shop Instagram” on our website where you will find the recent products that are posted on our Instagram page. Click on the product that you would like to buy and you will be redirected to the page on our website where you can place the order. All products on Instagram should be on our website. If you can’t find any product, it is probably sold out.

I saw a saree a couple of days ago, now I can’t find it. Can you help me find it? If a saree is not on our website, it means it is sold out for now and it is unavailable for order. Please get in touch with us through one of the channels mentioned if you would like us to double check for you.

Can I buy sold out products?

Unfortunately, products listed as 'Sold out' are not available for sale. Since all our products are handwoven and looms are pre-set with designs and colours in advance, it is not possible for us to give you a concrete timeline for when a sold out product will be available again. If it is an old design, chances are that we might not be weaving it anymore.

However, you could always leave your email in the “Notify Me” box so that we can inform you whenever the product becomes available in future.

Do the sarees come with blouse pieces?

Yes, all our sarees are woven with extra fabric of length approximately 0.8m to 1m for the blouse.

Do you sell running yardage?

No, we don’t sell running yardage as of now, but we do sell unstitched lehenga and suit fabrics.

I’d like to add tassels to my saree or dupatta? Could you do that for me? Sure, please drop us a note while making the purchase and we will get it done! Kindly add a few extra days (3-5 working days before shipping) when calculating the expected arrival date for your purchase.

Do you have suit pieces?

Yes we do! Please visit the Ensemble section on our website for 2-piece (without bottom) and 3-piece (with bottom) fabrics that can be used for stitching suits.

How would my lehenga look after stitching, I can see only three kalis in the picture?

You could check our Instagram/ Facebook page for pictures of stitched lehengas that some of our customers have posted or you could get in touch with us and we could send you sample pictures of stitched lehengas.

I have a design. Can you make it?

Unfortunately, we do not offer any design customization service at the moment. We only do designs that are created by our design team.

The design making and weaving process for handloom products is quite involving and time consuming. It often requires many months of planning.

However, if you are looking to revive a heritage saree, we may take on a revival project depending on time and capacity available.

I have seen a design from another brand, can you weave it for me?

No, we would rather be creative and strive for authenticity. We will not make designs from other brands.

I like a saree from one of your old collections. Would you weave it again?

If the design is still being woven on our handlooms, the saree might come back. In that case it will be restocked on the Back in stock section on the website.

It is not possible for us to give you a concrete timeline for when a product will be available again.

Do you personalize the fit for stitched garments?

Yes, we would really love to make the perfectly fitted garment for you! We will send you a measurement guide, once you place the order and start stitching the garment only after we get your measurements.

Where can I touch and feel your product before buying it?

If you are visiting Varanasi, you are more than welcome to visit our physical store where you can check out our products in person. Our address is:

Address: Katan Palace-B21/198-2-3 Ashfaq Nagar
Opp C.h.s Kamachha, Varanasi-221010

>Phone: +919839705642

How to raise a complaint/query?

You are most welcome to write to us regarding any query/complaint on info@katanpalace.com or call/SMS/WhatsApp on +919839705642.

You could also get in touch with us on Facebook/ Instagram. We will try our best to respond as promptly as we can.

Payment

Your website is showing the price in rupees, how much will it cost in foreign currencies? We charge for our products in Indian Rupees.

In case you have already Googled for the currency conversion, exchange rate that Google would display will not be the same as the interbank rate that you will get from your bank. This would depend on your relationship with your bank and it is usually 2% lower than the exchange rate on Google.

The payment page is redirecting me to a different website. Is it safe to go ahead with my Payment?

Yes, we are committed to ensuring that your privacy is protected. Hence, all Credit/Debit card and bank details are kept confidential and private. Our trusted payment gateways use SSL encryption technology to protect your private information.

My payment has failed, is there any other mode of payment?

We would surely help you through this. Please get in touch with us through one of the channels mentioned.

What are the delivery charges for shipping within India?

We do not charge for shipping anywhere within India no matter how much amount you order for!

Do you ship outside India?

Absolutely! We deliver shipments all over the world.

Can I block a saree and pay later?

We are not just sellers, we are also committed towards taking care of our weaving community. Hence, it is not possible for us to hold products that have not been paid for.

Which modes of payment are accepted?

We use payment gateways RazorPay to process the payments. You can pay online on our website using your Credit card, Debit card or Net banking. You could also do a Bank deposit to our account if you are unable to use the electronic payment options. Please get in touch with us on orders@katanpalace.com or on +919839705642

If you are an international customer and you are unable to make a payment on our website for some reason, then please get in touch with us and we will email you a Paypal invoice in your country’s currency.

Could I return my order?

Unfortunately, we do not do exchanges/returns. However, we can assure you that we are always here to answer any query you might have before placing an order.

Returns or exchanges are only accepted in the case of a manufacturing defect or dispatch of incorrect item. For more information please see our Returns and Cancellation policy page.

Could I get a refund for my order?

You could get a full refund only if you have received damaged, defective or wrong items. For more information please see our Returns and Cancellation policy page.

Can you club multiple orders?

Of course, you may put in a request to club multiple orders, but only before we have shipped your order.

Can I cancel an order?

Unfortunately, we do not allow cancellation of orders. Please refer to our Returns and Cancellation policy page for more information.

Delivery

What courier services do you use?

We assure you that all our shipments are sent using reputed courier agencies. Shipments within India are sent through DTDC or FedEx while for international shipments we use DHL, UPS, ARAMEX, etc.

What are the delivery timelines and charges for shipping to international destinations?

International shipments are delivered within 7-10 days. We will provide you with a tracking number to track your shipment online.

International shipping is free for orders above ₹50,000. For orders below ₹50,000, the approximate shipping charge for one saree is ₹2000. This would increase marginally with the number of products, for e.g., two sarees would have shipping charge of ₹2200, and so on.

How do I track my order?

As soon as your order is shipped, we will send a mail with the tracking details which you can use to track your order.

How do I contact my courier?

In case you haven’t received your order or you are unable to receive it, please call the customer service center of the courier service to get in touch with your courier delivery person.

I missed my delivery. What happens now?

Don’t worry, any courier service agency makes at least three attempts to deliver, as a standard policy. So in case you have missed it the first time please get in touch with the courier service agency. In case you are unable to contact the agency, we are here to do our best to help you out.

Do I have to pay customs duty on an international purchase?

Yes, you will have to pay import duty if you’re purchasing and shipping our products to a country where such duty is applicable on handloom products sourced from India. Please check regulations before purchasing or contact us if you have any doubts.

Where are you based? Do you have a store?

We are a generations old family business based in Varanasi. All our products are handwoven in Varanasi and its surrounding areas. We also have our store in Banaras Ashfaq Nagar Kmachha. Please visit us if you’re ever in the eternal city!

Do you offer Cash on Delivery?

Sorry, we don’t offer Cash on Delivery on our products. But trust us, you will love the quality of our fabrics and craftsmanship!

Why don’t you use models in your product pictures?

We like to believe that the quality of our craft speaks for itself. Besides, our customers are likely to make the best models and endorsements for our products. Nevertheless, if you would like to see a draped look of a garment, please drop us a note.