Got Questions?
We’ve Got Answers.
Browse FAQs on orders, shipping, returns, and more—quick solutions without the wait.
How do I place an order?
Browse through our wide range of products until you find something you like.
- Select your size and click on ‘Add to Cart’
- Proceed to checkout
- You can either login to your existing account or simply continue as a ‘New User’ and create one.
- Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Place Order’.
How can I check if my order went through?
You’ll receive a confirmation email and a WhatsApp notification with your order ID and details once your order is placed. Use the order ID to track your order status.
What if I forgot my password?
No worries! Click “Forgot Password” on the login page. We’ll send you an email to reset your password and get you back on track.
Can I add items to an existing order?
Unfortunately, you can’t add items to an order once it’s placed. But you can always place a new order.
Can I place an order on cash on Delivery?
Yes, you can place an order using COD. There is a ₹100 cash handling fee for Cash on Delivery (COD) orders, which is non-refundable. These fees are collected to cover the additional logistics and handling costs incurred during the initial delivery process.
Why am I not getting any COD option on the payment page?
The COD option may not be available for the following reasons:
- Our courier partners may not support the Cash on Delivery option for your delivery address.
- The products you ordered may not be available for the COD option.
Can I ship the products to an address that is different from my billing address?
Yes, you can do that. Please check the address while placing an order.
How do I know if my order was placed successfully?
Once you successfully place your order, you will receive a confirmation email & SMS/WhatsApp with details of your order and your order ID.
Why can’t I see the Cash On Delivery (COD) option?
If the Cash On Delivery (COD) option is not showing, it’s because this facility is unavailable for your postal code. You can either pay by Debit Card, Credit Card, or Net Banking, or you can get the products delivered to an alternate address (where COD is available).
How do I cancel the order I have placed?
Tap on the “My Orders” section under the main menu of your App/Website and then select the order you want to cancel. The ‘Cancel’ option will only be available before your order is shipped. If you are facing an issue, please email us at connect@xyz.com and we will sort it for you.
What should I do if my payment fails?
In case there is a failure in payment, please retry and keep the following things in mind:
- Please confirm if the information you’ve provided is correct i.e. account details, billing address, and password (for Net Banking); and that your internet connection wasn’t disrupted during the process.
- If your account has been debited even after a payment failure, it is normally rolled back to your bank account within 10 business days. For any further clarification, you can email us at connect@xyz.com.
What is Brand Credit?
Rhino creations Wallet is a digital platform where COD refunds are credited. It is designed to offer flexibility and ease in redeeming benefits on future purchases. This credit is valid for 12 months.
How do I use my wallet balance?
During checkout, you can choose to use your wallet balance to pay for your order.
Does wallet balance expire?
Yes, wallet balance has a validity period of 12 months from the date of credit.
Can I transfer my wallet balance to my friend’s Wallet?
No, the wallet balance is non-transferable and non-refundable.
How long does it take to get my order?
- We’re fast, we typically process orders within 24-48 hours as we make our own clothes and manage our stock. Delivery times then depend on your location:
- Metros : Your order will arrive in 1-4 days
- Rest of India : Your package will be there in 4-7 days
- Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.)
Are there any shipping charges?
- If the total value of the order (after applying any discounts or promotional offers) is greater than ₹1000, shipping charges will be waived automatically at checkout.
- For orders with a value of ₹1000 or less, a standard shipping fee will apply. This charge will be clearly displayed during the checkout process.
- There is a ₹100 cash handling fee for Cash on Delivery (COD) orders, which is non-refundable if you return your items.
How can I track my order?
We’ll send you an order ID by email and WhatsApp. Use that ID to track your package.
How can I change the shipping address of my order?
- It’s easy.
- Log in to your account,
- find the order, and click “Change Address”.
- Remember, once your order is shipped you can’t change your shipping address.
- We never say never! You can always cancel the order before it has been packed and can place a new order. Don’t worry, there are no cancellation charges.
Do you ship everywhere in India?
Absolutely, we’re on a mission to clothe all of India.
Do you ship products to international addresses?
No, we don’t ship internationally (yet).
What if I’m not available at the time when product is going to be delivered?
Our courier partner will try to attempt 3 times. You can inform the courier partner to come and deliver it at your convenient time.
What happens if your courier partner is unable to deliver the product or the pin code is non-serviceable?
Our courier partners will try three times to deliver your order. If they can’t reach you, the package will return to our warehouse. Contact us via WhatsApp or call on 8830808035 (Mon-Sat, 9 AM to 5 PM) to arrange a re-delivery.
What should I do if the money is deducted while placing my order using my Debit Card/Credit Card/Net Banking option but the order was not successful?
How can I pay?
- We’ve got you covered!
- Choose from : UPI, Debit/Credit Cards, Net banking, Cash on Delivery (COD) or wallet.
I have a question about shipping. How can I contact you?
We’re happy to help! You can contact us on WhatsApp 8830808035 (Mon-Sat, 9 AM to 5 PM).
What if my prepaid order is undelivered?
- For orders paid via Credit/Debit Card, Net Banking, or UPI, customers may choose between two options:
- A refund to the original payment source (Bank Account/Card).
- A refund in the form of Brand Wallet credits for immediate use on future purchases.
Does Rhino Creations have any physical store?
We’re exclusively online for now! You can find all our latest collections at www.rhinocreations.in. While we don’t have a physical store yet, it’s definitely something we’re planning for the future
How can I track my return status?
You, can go to “My Orders” page and check the status of your return on the product you wish to
Are there any cancellation charges?
No, there won’t be any cancellation charges.
What if my order shows delivered but I.ve not received it?
If your package shows as delivered but you haven’t received it yet, don’t worry — we’re here to help! Just reach out to us at support@rhinocreations.in or call us on 8830808035, and our team will look into it right away.
A quick note:
- To make sure we can assist you effectively, please report any such issue within 3 days of the delivery date
- After this window, we may not be able to raise a dispute with the courier on your behalf.
What are the terms of the exchange policy?
- Exchanges are processed within 10 business days of receiving the returned item.
- Exchanges can only be done for the same item in a different size. It cannot be exchanged for another design in the same product category or against any other product across our website/app (subject to availability). Colour or same-size exchanges are not supported — please return the item and place a new order instead.
- If you wish to exchange products from a combo pack, the whole pack will have to be sent back to us. Partial returns aren’t accepted.
- Exchanges are subject to stock availability. Exchange can be initiated only once per product.
- To maintain strict hygiene standards of our products, we do not accept exchanges on several product categories, including but not limited to masks, boxers, shorts, sweat-activated t-shirts, and socks. The Rhino Creations may, at its discretion and without prior notice, change the products or categories to which this policy would apply.
- Product/s purchased during clearance sale, Buy One Get One (BOGO) offers, exclusive discounts on products, brand collaboration promotions, or any activity/event/campaign with a free product(s) can be exchanged.
- If there is a manufacturing issue, or if you have any other queries regarding this, you can email us at connect@xyz.com.
How do I create a exchange request?
To exchange your order, you will need to log in to your account and follow the steps:
- Go to ‘Orders’
- Click on the exchange button next to the product you want to send us back. Select the reason for exchange from the dropdown and select the replacement size you wish to receive in exchange. Stock will be subject to availability.
- Select the mode of return as Reverse Pickup and drop or Self Ship.
- In case your pin-code is unserviceable for a reverse pick-up, you will be prompted to change the address and pin-code or to select the Self Ship option.
- Click on the acknowledgment box and submit your exchange request.
- Your replacement order will be shipped once the original order is successfully collected, and the tracking details will be shared with you accordingly.
I have created an exchange request. When will the product be picked up?
Once we receive this request, someone from the courier partner’s team will arrive at the address for a pickup within 2-3 business days. Please ensure the product/s and the tags are intact on the products for it to be accepted by the courier company.
When will I get my exchanged product delivered?
Your exchange product will be shipped from our warehouse after the returned product has been picked from your end. Orders in India, once shipped, are typically delivered in 1-4 business days in metros, and 4-7 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.)
What are the terms of the Return Policy?
- You can return their order within10 days after an order has been delivered. We have a reverse pick-up facility for most pin codes. For pin codes that are non-serviceable by our courier partners against the reverse pick-up policy, you will have to self-ship the product(s).
- In the interest of hygiene, we may refuse returns where it’s obvious that the item has been worn, washed, or soiled. Defective products need not be sent back to us unless confirmed by the Customer Experience Team. If you have received a defective product, send us images at connect@thesouledstore.com and we will get back to you. Once confirmed by the Customer Experience Team the refund will be provided either into your bank account or as credit in wallet as per your convenience.
- If you have to return anything from a combo pack, the whole pack will have to be returned. There will not be any partial returns accepted. If there is a manufacturing issue, or if you have any other queries regarding this, you can contact us on the number or email us at connect@rhinocreations.com.
- To maintain strict hygiene standards of our products, we do not accept returns on several product categories, including but not limited to masks, boxers, shorts, caps, sweat-activated t-shirts, and socks. The Souled Store may, at its discretion and without prior notice, change the products or categories to which this policy would apply.
How do I create a return request?
To return your order, you will need to log in to your account and follow the steps:
- Go to ‘Orders’
- Click on the return button next to the product you want to return.
- Select the reason for return from the dropdown.
- Select the mode of return as reverse pick up or self shipping.
- In case your pin-code is serviceable for a reverse pick-up, kindly confirm the address and contact number.
- Click on the acknowledgment box and submit your return request.
I have created a return request. When will the product be picked up?
Once we receive this request, someone from the courier partner’s team will arrive at the address to pick up your product within 2-3 business days. Once your product has been picked up, your refund will be initiated in your preferred mode within 24-48 hours. Once initiated, it will take around 7 days to reflect in your account.
What is self-shipment and when to use?
In case your pin code is non-serviceable for a reverse pick-up, you’ll have to courier the products to the following address:
Address : A6, first floor, “Sky Square” building, Sr no.41/3c, Yevalewadi Kondhwa, Pune-411 048, Maharashtra, India.
- When you send it, please ensure that the items are packed securely to avoid any loss or damage during transit. Please mention the Return ID on the packet.
- Use separate packets for items from different orders, and ensure the package is securely sealed.
- Remember, all items must be in unused condition with original tags attached and packaging intact
- Refund for Self-Shipping: Once we receive the products within 24-48 hours, the courier amount will be refunded to your provided bank account for Prepaid or COD orders.
- PLEASE NOTE : We recommend using ‘Speed Post’ as your courier service. Speed Post is a Government of India-owned entity and has the most widely distributed postal network in India.
The product I want to return was bought on discount. Will I get refunded the full amount?
No. You will only receive the exact amount paid for the product.
What is of Brand Wallet credits?
Rhino creations Wallet is a digital platform where COD refunds are credited. It is designed to offer flexibility and ease in redeeming benefits on future purchases. This credit is valid for 12 months.
Always wash garments inside out. This protects the outer fabric and any external designs or branding from friction during the wash cycle.
Use water at 30°C or below. Cold water prevents the cotton fibres from breaking down and helps maintain the garment's original size.
Use a gentle, pH-neutral liquid detergent. Avoid bleach or harsh fabric softeners, as these can weaken the fibres and fade the colours.
Lay flat or hang to dry, inside out.
Never iron directly over prints or labels. Iron on the reverse side using a low-to-medium heat setting.
