Frequently Asked Questions

Welcome to Eastern Wear by Kersh!

We've put together answers to common questions about shopping with us, choosing the right size, placing an order and receiving your beautiful Eastern wear.

Our aim is to make your shopping experience simple, transparent and enjoyable.

If you cannot find the answer you're looking for, please visit our Contact page for assistance.

Frequently Asked Questions

Welcome to Eastern Wear by Kersh!

We're passionate about bringing you beautiful Eastern wear for every occasion. Below, you'll find answers to our most frequently asked questions about placing orders, payments, delivery, sizing and more.

Please read the information carefully before placing your order. If you need further assistance, our team will be happy to help.

1. Orders, Payments and Lay-by

1. How does your custom-order process work?

Our custom orders follow a weekly ordering cycle, with orders placed on Fridays. Once your order is confirmed, the estimated arrival time is approximately six weeks.

A minimum deposit of 50% of the order value is required to confirm your order. The outstanding balance is payable when your order arrives, and full payment must be received before collection or dispatch.

Please note that the six-week timeframe is an estimate and may be affected by circumstances beyond our control.

2. When is my order considered confirmed?

For custom orders, your order is confirmed once we have received the minimum 50% deposit.

For items that are in stock and ready to purchase, full payment is required to confirm the order.

Please ensure that you receive confirmation of your order and payment.

3. Do you offer lay-by?

Yes! We offer a three-month lay-by option to make purchasing your favourite outfits more convenient.

Items placed on lay-by may be collected or dispatched once the full agreed payment has been received.

Please contact us before entering into a lay-by arrangement to confirm the applicable terms and payment schedule.

4. Can I change or cancel my order after paying?

Custom orders: Once a custom order has been placed, cancellations are generally not accepted. We may be able to assist with a change of item, provided the order has not yet left India. Any change is subject to availability and confirmation by our team.

Please contact us as soon as possible if you need to request a change.

Nothing in this policy excludes any cancellation, refund or other right that may apply under South African law.

2. Stock Availability and Viewing

5. Do you have stock available for immediate purchase?

Yes! We offer a selection of items that are in stock and ready to shop.

Browse our online store at easternwearbykersh.com to view available products, prices, sizes and product descriptions.

Stock is subject to availability, and an item may sell out before an order is completed.

6. Can I view items in person before purchasing?

Yes! In-person viewing is available for items that are currently in stock.

Our usual viewing hours are Monday to Friday, from 9:00 AM to 5:00 PM, by appointment only. Weekend appointments may be available on selected weekends.

Please arrange an appointment with us in advance to confirm availability and avoid disappointment.

We are based in the Bluff, Durban, KwaZulu-Natal.

3. Delivery, Collection and Order Tracking

7. How much does delivery cost?

We offer the following nationwide courier options within South Africa:

Standard delivery

• Cost: R120
• Estimated delivery: 3–5 working days
• Suitable for approximately 2–3 items in one flyer bag.

Express delivery

• Cost: R150
• Estimated delivery: 1–3 working days
• Suitable for approximately 2–3 items in one flyer bag.

Delivery timeframes are estimates and may vary depending on the destination, courier operations and unforeseen delays. If your order requires more than one flyer bag, additional delivery charges may apply.

8. When will my order be dispatched?

For items that are in stock, dispatch will generally take place on the same or next working day after full payment has been received.

For custom orders, dispatch or collection can be arranged once the order has arrived and the outstanding balance has been paid in full.

Please allow for courier collection schedules and operational delays where applicable.

9. Can I track my parcel?

Yes! Once your order has been dispatched, we will provide your courier tracking details so you can follow the progress of your delivery.

Please use the tracking information provided to monitor your parcel's journey.

10. Do you deliver outside South Africa?

We currently offer delivery within South Africa only.

If you are an international customer, you may arrange your own courier to collect and transport your order, subject to our confirmation of the collection arrangements. Any additional costs, customs requirements and international shipping arrangements will be your responsibility.

Please contact us before placing an international order so that we can discuss the arrangements.

11. Where are you based, and can I collect my order?

We are based in the Bluff, Durban, KwaZulu-Natal.

Collection arrangements can be made for eligible orders once the required payment has been completed. Please arrange a collection appointment with us in advance.

We also offer nationwide courier delivery at the applicable delivery fee.

4. Returns, Exchanges and Order Issues

12. What is your exchange and refund policy?

Our policy distinguishes between custom orders and items that are already in stock.

Custom orders: Custom-ordered items are generally not eligible for change-of-mind refunds or exchanges once the order has been placed. Please ensure that you have reviewed the product details, sizing and order information carefully before confirming your purchase.

Stock-on-hand items: Eligible stock-on-hand purchases may be exchanged within seven days, subject to our exchange conditions and the item's condition. The customer is responsible for additional courier costs associated with an exchange where applicable.

All returns, refunds and exchanges remain subject to applicable South African consumer-protection legislation. This includes any rights that may apply to defective, unsafe or incorrectly supplied goods.

Please contact us before sending any item back so that we can explain the applicable process.

13. What should I do if I receive the wrong or a defective item?

We take care to inspect items before dispatch, but we understand that issues can occasionally occur.

If you receive an incorrect, damaged or defective item, please contact us as soon as possible and provide:

• Your order details.
• Clear photographs of the item and any visible defect, where applicable.
• A description of the issue.
• A 360-degree video of the parcel being opened, if available.

We request an opening video to help us assess delivery-related claims. However, the absence of a video does not automatically remove any rights you may have under applicable consumer-protection law.

If we have supplied the wrong item, we will assist in resolving the matter and cover reasonable additional courier costs associated with correcting our error, where applicable.

Defective or incorrectly supplied goods will be handled in accordance with applicable South African law.

5. Products, Sizing and Garment Information

14. How do I choose the correct size?

Our product listings generally display Indian sizing. Where available, we also provide the corresponding South African size to help you make an informed choice.

As a general guide, our listed conversions are:

Sizing and fit may vary between garments and suppliers. Always check the individual product description for the size specified for that item before placing your order.

If you are unsure about sizing, please contact us before purchasing.

15. Are your garments stitched or unstitched?

The stitching and contents of each garment depend on the product.

Sarees: Sarees generally include an unstitched blouse piece. If a saree includes a stitched blouse piece, this will be stated in the product description.

Lehengas: Our lehengas are generally semi-stitched unless otherwise stated in the individual product listing.

Anarkalis, salwar suits and co-ord sets: These generally come fully sewn unless otherwise stated in the product description.

Please read each listing carefully to confirm exactly what is included with your chosen outfit.

16. What does semi-stitched mean?

A semi-stitched garment is supplied in a partially constructed or adjustable form rather than being fully tailored to your individual measurements.

The garment may require additional tailoring to achieve your desired fit. Depending on the design and available fabric, some semi-stitched garments may accommodate a range of sizes, potentially up to South African size 40/42.

This is not guaranteed for every garment. Please check the individual product description and consult your tailor before purchasing if you are unsure whether a particular item can be altered to fit you.

17. Do you have a WhatsApp group for new arrivals?

We do not currently operate a WhatsApp group for new arrivals.

We regularly share new stock and product updates through our WhatsApp Status. If you would like to see these updates, you may ask us to save your contact number, subject to your consent and our contact preferences.

We look forward to helping you discover your next favourite outfit!

Need Further Assistance?

If your question has not been answered above, please visit our Contact page and provide the relevant product name or order details so that we can assist you.

Thank you for choosing Eastern Wear by Kersh. We appreciate your support and look forward to helping you shop with confidence.