Orders
My item arrived damaged. What should I do?
We’re so sorry about that. Please contact us at support@sonatura.in or +91 92576 03718
within 48 hours of delivery with:
● Your order number
● Clear images of the damaged product
● An unboxing video
Once reviewed, we’ll initiate a refund or replacement.
My payment failed, but my account was debited. What happens now?
If your account was debited despite a failed transaction, the amount is usually reversed
within 14 business days. If not, please contact us and we’ll assist you.
I received an incorrect item. What should I do?
We sincerely apologise for the mix-up. Please contact us with your order details, and we’ll
make it right for you as soon as possible.
Can I cancel my order?
Yes, cancellations can be requested only before the order is shipped.
Can I modify my address or phone number after placing an order?
We begin processing orders quickly, so please share any changes at the earliest before your
order is shipped. You can contact us at support@sonatura.in or +91 92576 03718
How do I place an order?
Simply choose your favourites, add them to your cart, and proceed to checkout.
What payment methods do you accept?
We accept UPI, credit/debit cards, net banking, COD, and wallets.
Do you offer Cash on Delivery (COD)?
Yes, we offer Partial COD. A ₹90 advance payment is required to confirm your order. This
amount will be adjusted in your final payable total at the time of delivery.
What happens if I refuse my COD order or the delivery fails?
If you refuse the order at the time of delivery, the ₹90 advance payment is non-refundable,
as it covers packing and logistics costs.
Similarly, if delivery attempts fail due to an incorrect address or an unreachable phone
number, the advance payment will not be refunded.
I placed an order but didn’t receive a confirmation email. What should I do?
Please check your spam or promotions folder. If you still can’t find it, reach out to us with
your name and phone number and we’ll help verify your order.
Shipping & Delivery
What is the typical delivery timeline?
Orders are dispatched within 1–2 days of placement. After dispatch, delivery usually takes
5–7 days. Metro cities may receive orders sooner.
Do you offer free shipping?
Yes, shipping is on us for every order.
How can I track my order?
You’ll receive a tracking link via WhatsApp or email once your order is shipped.
What if I miss my delivery?
Our delivery partner will attempt delivery up to 3 times. If unsuccessful, the order will be
returned to us.
I haven’t received my order, but it’s marked as delivered. What should I do?
Please email us within 24 hours of the status being marked as delivered. After this window, it
becomes difficult for us to raise a request with our logistics partners.
Returns & Refunds
Do you accept returns?
Due to the nature of cosmetic products, we do not accept returns unless:
● The product is damaged in transit
● You receive an incorrect item
● The item is expired
How will I receive a refund if I paid via COD?
For COD orders, we’ll request your bank details or UPI ID at the time of processing the
refund.
Can I return a product if I’ve opened or tried it?
To maintain hygiene and quality standards, we’re unable to accept returns on any products
that are opened or unopened, unless they are damaged or incorrect.
Do you offer exchanges if the shade isn’t right for me?
As cosmetic purchases are final, we do not offer exchanges for shade mismatches.
How long do refunds take to process?
Once approved, refunds are processed within 5–7 business days to your original payment
method.
Products
Are your products vegan and cruelty-free?
Yes, all our products are vegan and cruelty-free.
Are your products fragrance-free?
Yes. We do not add synthetic fragrances. Any subtle scent comes naturally from the oils and
butters used in our formulas.
Are your products free from parabens and alcohol?
Yes, we intentionally formulate without parabens, alcohol, and phthalates.
What is the shelf life of your products?
You can find the expiration date printed on the product packaging. We recommend using the product within that period for best results.
Are your shades suitable for Indian skin tones?
Yes, all our shades are thoughtfully created keeping Indian skin tones and undertones in
mind, so you can find your perfect match.
How should I store my products?
Store them in a cool, dry place away from direct sunlight to maintain their quality and
performance.
Careers & Collaborations
Do you collaborate with creators or influencers?
Yes, we’re always open to meaningful collaborations with creators who align with our brand
values. You can reach out to us at collabs@sonatura.in
Can I work with your brand?
We’re always excited to connect with people who resonate with what we’re building. If you’d
like to work with us, feel free to reach out to us at careers@sonatura.in
Contact
How can I reach you?
Email: support@sonatura.in
Mobile: +91 92576 03718
Support hours:
Monday to Friday, 10 AM – 6 PM IST