Contact

📞 Contact Us

At Roopmart, we truly believe that a store is only as strong as the trust and confidence it builds with its customers. That is why our team is always ready to listen, support, and guide you at every stage of your shopping journey. Whether you need help with tracking your order, clarifying product details, raising concerns about a delivery, or simply sharing your valuable feedback, our customer support team is here to provide timely and effective assistance. We encourage you to reach out to us through the channels listed below so that your query can be directed to the right department and resolved as quickly as possible.

1. Customer Support

We have a dedicated support team that handles queries related to product details, order status, shipping updates, returns, refunds, exchanges, and general store inquiries. Customers can contact us primarily via email, which ensures that every request is documented and traceable.

  • Email Support: support@roopmart.com is our official support email. When writing to us, please include your full name, order ID, and issue details so that our team can quickly locate your order and provide accurate solutions.

  • Response Time: We generally respond within 24 to 48 working hours. While most queries are addressed faster, please allow additional time during high order volume or festival seasons.

  • Business Hours: Our team operates from Monday to Saturday, 10:00 AM – 6:00 PM (IST). Any query received outside these hours or on public holidays will be attended to on the next working day.

If you require urgent assistance, we recommend marking your subject line as “URGENT” when emailing us, and our team will prioritize your case.

2. Registered Office Address

We maintain our business operations and correspondence from our registered office in India. Customers may write to us at the following address:

Roopmart
New Delhi, India

Please note that this address is meant for official correspondence only and is not the default return address for products. Return addresses may vary depending on the supplier or warehouse handling your product. Always contact our support team at support@roopmart.com before sending back any items so that we can provide you with the correct return instructions. Shipments sent to the registered office without prior confirmation may not be processed.

3. Order Tracking & Delivery Queries

Once your order has been confirmed and dispatched, we will share a tracking ID with you via email and/or SMS. This tracking ID allows you to follow the movement of your package through our delivery partners. Since Roopmart collaborates with trusted third-party platforms and suppliers (including Dropdash, Roposo Clout, and their partnered courier services), your package is handled professionally and with care.

If for any reason you do not receive your tracking information within the expected timeframe, or if the tracking page shows no movement for an extended period, please contact us immediately. Our team will coordinate with the shipping partners to investigate the status of your order.

In the rare event that your order is delayed beyond the promised timeframe, lost in transit, or delivered in a damaged condition, you may be eligible for a refund or exchange in accordance with our Return & Refund Policy. Customers are encouraged to contact us as soon as they suspect an issue so that we can take swift action to resolve it.

4. Returns & Refunds Support

We understand that there can be circumstances where a customer may receive a defective, damaged, or incorrect product. In such cases, Roopmart is committed to protecting the rights of its customers and ensuring fair redressal.

To initiate a return, customers should write to support@roopmart.com with their Order ID, a clear description of the issue, and supporting images or videos of the product. This evidence helps us verify the problem and speeds up the resolution process. Please refer to our detailed Return & Refund Policy for conditions and exclusions, such as categories where returns are not applicable (for example, personal care, hygiene products, or custom-made goods).

Once your return request is approved, our support team will provide you with the necessary return instructions, including the correct return address. After the returned product is received and inspected, refunds will be processed within 7 to 14 business days. By default, refunds will be issued to the original payment method unless the customer chooses to receive store credit or coupons.

5. Payment & Billing Queries

If you encounter any issues during checkout, such as failed transactions, double charges, or pending payment status, please reach out to us immediately with your transaction details. We work with Razorpay and other secure payment gateways to ensure all transactions remain safe and reliable.

Refunds related to failed transactions or cancellations will also be processed within 7 to 14 business days, depending on the policies of your bank or payment provider. In the case of payment disputes, we encourage customers to first reach out to us so that we can coordinate with the payment processor and resolve the matter smoothly without unnecessary delays.

6. Feedback & Suggestions

At Roopmart, we value the voice of our customers. Your suggestions and feedback not only help us improve our services but also guide us in curating a product selection that meets your needs. If you have recommendations about new categories we should add, improvements in customer experience, or feedback on your previous orders, please write to feedback@roopmart.com.

We actively review customer suggestions and implement them wherever possible to enhance the overall shopping experience. By engaging with us, you directly contribute to making Roopmart a trusted and customer-first platform.

7. Grievance Redressal (Mandatory Under Indian Law)

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, Roopmart has appointed a Grievance Officer who is responsible for addressing consumer complaints in a structured and time-bound manner. Customers can escalate matters to the Grievance Officer if their issues remain unresolved through standard support channels.

Grievance Officer Details:

  • Name: Aman Kumar Gupta

  • Designation: Grievance Officer

  • Email: support@roopmart.com

  • Address: New Delhi, India

The Grievance Officer will acknowledge complaints and strive to resolve them in line with the applicable rules and regulations. Customers can generally expect redressal within 15 to 30 days, depending on the complexity of the matter. For faster resolution, customers are encouraged to provide complete details (order ID, contact information, and nature of complaint) when writing to the grievance team.

Final Note

Your satisfaction is at the core of our business. At Roopmart, we are committed to building long-term trust by offering transparent policies, responsive customer service, and fair redressal mechanisms. Whether your concern is small or significant, we promise to listen, assist, and provide solutions with integrity and care.