Skip to content

Help Center - General

Order

Q: How do I place an order?

A: Step 1 – Personalise your items - In the product page, select the finishes and variants such as size, storage (wherever applicable) that you like for the item to me made in. 

Step 2 – Add to cart - Mention the quantity and add items to cart by clicking on add to cart button.

Step 3 – Review & Checkout - Review the details and checkout to confirm the order. 

 

Q: How do I track my order?

A: Status of your order can be tracked on our website by logging in through your registered account.. You’ll also periodically receive information about your order status from us by email.

 

Q: Can I cancel my order?

A: Once an order is placed, our fulfilment team is on it immediately. Hence we are not able to accommodate any order cancellations.

 

Q: Can I change my order?

A: Once an order is placed, we are unable to allow changes to the order. Please review all the details before confirming the order. If you wish to add an item, please place a new order.

For more, refer our Returns policy page.

 

Time

Q: What is the lead time?

A: Almost all our products are made to order. Once you’ve placed your order, we normally require 6-8 weeks to make your items ready for dispatch. However, refer the product page for lead time of the respective item. 

 

Q: I have less time. Can I get your products sooner?

A: We do not mass produce. We allow for items to be personalised to your preference. Hence most of our products are made to order; hence it takes time to prepare your order. However, do contact us with your request and we shall recommend the products that can fit your timeline if possible.

 

Q: How long does it take for items to reach me?

A: Once your ordered items are dispatched, you will get the tracking details of the consignment by email using which you can get to know the exact time. 

 

Delivery

Q: Which locations do you ship to?  

A: We ship throughout India and also globally.

 

Q: Do you install / assemble the products after delivery?

A: Most of our product are ready to use except for a few items such as beds that need assembly. For locations in and around Bengaluru (India), our installation partners provide installation service at your home. You’ll receive a call from an assigned partner after delivery for scheduling a slot for installation. This installation service is free of charge.

For deliveries outside Bangalore, unfortunately the installation service is not available yet. We hope to provide this service at your location soon. However, most of our products that require assembly can be installed by a reasonably skilled carpenter near you.

 

Q: How much do you charge for shipping / delivery?

A: We offer free shipping on most of our items. Please refer the respective product details page to know more. 

  

Q: How do you ship your products?

A: We ship your products through a partnered logistics operator.

Once your order is dispatched from our warehouse, you will receive the tracking details of your shipment and this can be used to track your shipment on the respective logistics operator’s website to know about the estimated date of arrival of your products. Shipping time within India is usually 7-10 days.

For more, refer our Shipping policy page.

 

Products

Q: Where are your products made?

A: Our products are made in several carefully chosen partner factories in different locations in India and elsewhere.

 

Q: Do you accept returns?

A: All our products are made to order and hence are final sale. Thank you for your understanding. Refer our Returns policy page for more details.

 

Q: How do you maintain quality standard?  

A: Our products are made with meticulously chosen and inspected raw materials that meet our brand specification. Several of our hardware items such as hinges and channels are European made, to ensure longevity of functional products. Great care is taken during manufacturing by skilled workers and craftsmen in addition to the advanced machinery and unique processes used to bring out the beauty and elegance in each product. Several stages of quality checks are done for every product before it is made ready for dispatch.

  

Q: Do you provide samples/swatches of materials/finishes?

A: Yes, you can order swatches of fabrics and leatherette from our finishes page. We do not offer samples of other materials such as marble, wood etc.

 

Q: Can I request custom dimensions of my product?

A: We offer industry standard size options for most of our products and are suitable for most interiors. We allow for items to be personalised to your favourite finishes only. Unfortunately, custom dimensions requests cannot be accommodated.   

 

Q: Can I request my own fabric or leatherette to be used for my items? 

A: Yes, you can send us your own fabric or leatherette to be used in your items. While selecting the fabric/leatherette in the product page, select the option "I'll send my own fabric/leatherette" and place your order. After you have placed your order, please write to us at hello@thehighwall.com with the details of your own fabric/leatherette that you wish to send and we shall let you know the quantity required for the same. Please note we will not be responsible for any finishing issues resulting from the use of your fabric or leatherette. 

 

Q: Will the price reduce if I send my own fabric / leatherette

If you are sending us your own fabric/leatherette, to compensate for the fabric/leatherette cost, we will offer a discount coupon that you can use in your next purchase to avail the benefit. This discount value will be decided on a case to case depending on the items and the discount coupon will be sent to you by email at the time of dispatch of your current order items. 

 

Q: Why don't you use genuine leather?  

A: We believe human civilization has travelled far enough and has developed advanced scientific methods to produce alternative materials such as fabric and leatherette that we still don't have to resort to pre-historic methods of slitting animals for their skin. 

Additional reading - 7 Facts About Leather Industry by PETA. (Warning - disturbing images) 

 

Payment

Q: What mode of payment do you accept?

A: India - Credit Card, Debit Card, Net Banking and UPI (Google Pay, Paytm). 

International – Wire transfers - SWIFT / TT (Telegraphic Transfer), Credit Card and Pay Pal.

  

Q: Do you offer EMI payment option?

A: Yes, we do provide EMI option for orders within India. 

 

Q: What is your Refund policy? 

A: Please refer our Returns policy for more details about refund.

 

Others

Q: Do you offer design service?

A: No, we do not offer design service. We can coordinate with your architect or interior designer to offer the right products for you.

 

Q: Do you have a showroom?

A: Yes, please refer our contact page for the address. We are in the process of adding more items to our display and will be ready soon.

 

Q: Do you provide warranty?

A: Since our products are not entirely functional products, we do not offer warranty. However, do reach out to us in case of any issues and we will be happy to help. 

 

Q: Will actual product differ from the images?

A: We take every effort to provide high quality images, and measurements to assist you in selecting your furniture. However, images may vary in colour depending on many factors such as lighting, your monitor/screen settings, etc. Sometimes measurements are rounded off, and occasionally they will vary slightly from the description. If precise dimensions or colours are critical to your orders, we suggest contacting us by phone or e-mail in order to further assist you.

 

 < Help Center