FAQ
Orders & Tracking
How long it takes for my order to reach?
Our orders are generally dispatched within 2-7 days. Once the order is dispatched the attempt to deliver the order is made within 4-5 business days. However the delivery time is completely dependent on the delivery location.
How do I cancel my order?
Can I change the shipping address of my order?
Where can I view my past orders?
What is the cancellation policy
What if my order is incorrectly marked as DELIVERED?
How to cancel order?
For order cancellation, please raise aTICKET or Whatsapp
Can i change shipping address of my order?
Your shipping address can be changed till the order has not been shipped from our end. Please raise a Ticket or whatsapp us.
Where can i view my past orders?
You can view all your orders under my account section
What is the cancellation policy?
Please note you can only cancel your order till it hasn’t been dispatched by us. Refund for Debit card/Credit Card, UPI and Netbanking orders will be processed within 7-14 banking days.
What if my order is incorrectly marked as delivered?
If your order is marked as DELIVERED and you have not received the order,kindly contact us by raising aTICKETwithin 24 hrs from the date of the order being marked as DELIVERED.Beyond the mentioned time frame we will not be able to carry on any investigation into the case and will take the order as DELIVERED.
Exchanges
What is your Exchange policy?
TOM & LUCAS 7 days Size Exchange policy gives you the option to exchange items purchased from the website/app for size only within 7 days of receipt of the item. We only ask that you don't use the product and preserve its original condition, tags and packaging. You are welcome to try on a product but please take adequate measures to preserve its condition.
Exchange Fee: For all size exchanges, a nominal exchange fee of INR 99 will be charged which will be included in the replacement order invoice.This fee helps cover the cost of processing and handling the exchange.
The exchange fee is charged only once in case the original order is split and products are delivered separately.
Kindly note all exchanges are subject to stock availability.
-If you have received any defective/damaged/wrong product(s), please inform us within 24 hours after the delivery by raising a TICKET with proper images to verify your claim from your HYFAM Account. We will check the issue and proceed in accordance with your issue.
