CUSTOMER HELP
How can we help?
Find quick answers about orders, delivery, returns, payments and Brown Roots products.
Track Your Order →
Check status of your Order
Return & Exchange →
Initiate Return or exchange easily
Contact Support →
Chat or email with support team
Orders & Delivery
How can I track my order?
Once your order is shipped, tracking details are shared through the available notification method. You can also visit the Track Order page to check the latest status of your order.
How long does delivery take?
Most orders are processed within 24–48 hours. Delivery time depends on the product, destination and serviceability of your location. Most regular orders are generally delivered within about 7 business days, while large furniture may require additional processing and shipping time.
Can I change my shipping address after placing an order?
If your order has not yet been shipped, contact our support team as soon as possible. We will try to update the address where operationally possible. Once an order has been dispatched, the address may not be changeable.
Can I cancel or modify my order?
Cancellation or modification depends on the current order status and product type. Please contact us as early as possible after placing your order. Orders that have already been processed, shipped or made to order may have different conditions.
Do you deliver across India?
Yes, Brown Roots serves customers across India. Delivery availability and timelines can vary by location, product size and courier serviceability.
Why is my order delayed?
Delays can occasionally occur because of courier operations, weather, regional restrictions, high order volumes or large-product handling. If an order is taking longer than expected, contact our support team with your order number.
Payments & Checkout
Is Cash on Delivery available?
Yes, Cash on Delivery is available on eligible orders and serviceable locations. Availability will be shown during checkout where applicable.
What payment methods do you accept?
Available payment methods are displayed securely during checkout and may include UPI, cards and other supported online payment options, along with Cash on Delivery where eligible.
Are Brown Roots prices inclusive of GST?
Product prices displayed on Brown Roots include applicable GST unless specifically stated otherwise. Tax information is also reflected in the order and invoice details where applicable.
Is it safe to make an online payment on Brown Roots?
Yes. Online payments are processed through secure payment service providers. Brown Roots does not require customers to share sensitive card or banking credentials directly with our support team.
What should I do if money was deducted but my order failed?
Do not place repeated payments immediately. Check whether an order confirmation was created first. If the payment was deducted but no successful order appears, contact our support team with the transaction details, payment screenshots, statements so the payment status can be checked. Sometime payment also credit back to bank in that case check bank statement not any UPI apps.
Can I pay partly online and partly through Cash on Delivery?
Payment options depend on the checkout methods available for that particular order. If split payment is not shown during checkout, it is not currently available for that order.
Returns, Exchanges & Refunds
What is your return policy?
Brown Roots offers a 5-day return policy on eligible products, subject to the conditions mentioned in our Return & Refund Policy. Certain products, including some large or made-to-order furniture, may have separate return conditions.
How do I request a return or exchange?
Use our Return / Exchange Order page and submit your order details and reason for the request. Our team will review the request and guide you through the next steps if the product is eligible.
I received a damaged product. What should I do?
Please report the issue as soon as possible after delivery and provide clear photos and unboxing videos of the product, packaging and damage where requested. Our team will review the case and assist according to the applicable policy.
I received the wrong item. What should I do?
Please report the issue within 12 hours of delivery through our Contact Us or Return / Exchange Order page.
A clear unboxing video is required for wrong-item, replacement or refund claims. The video should show the package before opening, with the courier/shipping label and order details clearly visible, and continue without cuts through the complete unboxing so the received item can be verified.
This video is important for us to validate the claim and raise the issue with the courier. Requests without a proper unboxing video may not be eligible for replacement or refund.
When will I receive my refund?
If your return is approved and a pickup is required, we will arrange the return pickup. Please keep the product unused, complete and securely packed with the original packaging materials, especially for delicate items that may be damaged during return transit.
Once the returned product reaches us, our team will inspect it to confirm that it is unused, complete and in acceptable condition. After successful inspection, the refund is generally initiated within 1–3 business days.
For prepaid orders, the refund is issued to the original payment method. For COD orders, the refund is sent to the bank account or UPI details provided by the customer.
If a physical return of the item is not required for an approved claim, the refund may be processed directly without waiting for a return pickup.
Are all products eligible for return or exchange?
No. Eligibility depends on the product and reason for return. Large furniture, made-to-order items, customised products and certain other categories may have separate conditions. Always check the product page and relevant policy before ordering. Products with Volumetric or actual weight above 5kg is not returnable, but depends on case if customer can ship back to us to our address then acceptable.
Volumetric Weight Formula – L x H x B/5000
L- Length of box
H – Height of box
B – Breath of box
Products, Materials & Furniture
What materials are used in Brown Roots products?
Materials vary by product and intended use. Selected products may use Sheesham, Mango, Teak and other woods, while some modern furniture and home products may also use materials such as MDF, HDHMR, engineered wood or particle board.
Are all Brown Roots products handmade?
No. Crafting methods vary across the catalogue. Some products involve artisan work, carving, hand-finishing or traditional techniques, while others may combine machine processes, modern manufacturing and handcrafted details.
Will wood grain and colour look exactly like the product photos?
Natural wood can vary in grain, tone, texture and markings from one piece to another. Lighting, screen settings and finishing can also affect how colours appear in photographs. These natural variations are part of the character of wooden products.
Where can I find product dimensions?
Dimensions and other specifications are mentioned on the individual product page wherever applicable. For handmade products and other furniture slight dimension variation is possible which not fall under return reason.
Do you sell only traditional wooden products?
No. Brown Roots brings together both traditional and contemporary products. Our collections include wooden Khadau, Pooja essentials, kitchenware, handicrafts, décor and selected furniture designed for different uses and styles.
Do you offer made-to-order furniture?
Selected furniture products may be made to order or have product-specific production timelines. Where applicable, this information and any special conditions should be checked on the product page and in our Furniture Policy.
