Important Communication on Ordering, Delivery and Exchanges& FAQs for Sri Kumaran, ICSE

PART A- STATUS OF MY ORDER-DELIVERY TIMELINE AND EXCHANGE PROCESS-

Q1. I have placed an order with Schools3665. When will I receive my products?

A1. Please refer to the delivery timelines for your products for each account-

Products	Applicable Classes	Phase 1 Ordering Dates	Phase 1 Delivery Dates	Phase 2 Ordering Dates	Phase 2 Delivery Dates	Phase 3 Ordering Dates	Phase 3 Delivery Dates	Phase 4 Ordering Dates	Phase 4 Delivery Dates	Phase 5 Ordering Dates	Phase 5 Delivery Dates
Plaeto Black School Shoes	1st -10th Std	11th April- 20th April	5th May 2022	21st - 30th April	20th May 2022	1st May - 15th May	30th May 2022	16th May - 31st May	10th June 2022	1st June- 31st July	10 working days
Sri Kumaran Socks Grey Melange and Wednesday white socks	1st - 10th Std	11th April- 20th April	15th June 2022	21st - 30th April	15th June 2022	1st May - 15th May	15th- 20th Aug	16th May - 31st May	15th- 20th Aug	1st June- 31st July	15th- 20th Aug
Yoga Pants	1st - 10th Std	11th April- 20th April	20th July	21st - 30th April	20th July	1st May - 15th May	15th- 20th Aug	16th May - 31st May	15th- 20th Aug	1st June- 31st July	15th- 20th Aug
ICSE Sweaters	1st -10th Std	11th April- 20th April	20th July	21st - 30th April	20th July	1st May - 15th May	15th- 20th Aug	16th May - 31st May	15th- 20th Aug	1st June- 31st July	15th- 20th Aug
Speedo Apparel & Accessories	3rd- 4th Std	11th April- 20th April	5th May 2022	21st - 30th April	30th June	1st May - 15th May	15th- 20th Aug	16th May - 31st May	15th- 20th Aug	1st June- 31st July	15th- 20th Aug
Sri Kumaran ICSE Regular Formal Uniform	1st -10th Std	11th April- 20th April	30th June	21st - 30th April	15th- 20th Aug	1st May - 15th May	15th- 20th Aug	16th May - 31st May	15th- 20th Aug	1st June- 31st July	15th- 20th Aug
Sri Kumaran ICSE Wednesday Uniform	1st - 10th Std	11th April- 20th April	30th June	21st - 30th April	15th- 20th Aug	1st May - 15th May	15th- 20th Aug	16th May - 31st May	15th- 20th Aug	1st June- 31st July	15th- 20th Aug
Tie, Belt, Cycling Shorts	As applicable	11th April- 20th April	10th July	21st -30th April	15th- 20th Aug	1st May - 15th May	15th- 20th Aug	16th May - 31st May	15th- 20th Aug	1st June- 31st July	15th- 20th Aug
ICSE Wednesday T-shirt	1st - 10th Std	11th April- 20th April	30th June	21st -30th April	15th- 20th Aug	1st May - 15th May	15th- 20th Aug	16th May - 31st May	15th- 20th Aug	1st June- 31st July	15th- 20th Aug

Q2. How will my products be delivered?

A2. Our orders are delivered by our contracted shipping partners- Delhivery; DTDC; Professional,Dunzo. In cases of non-serviceable pin codes, we will hand deliver it ourselves.

Q3.I have received only part shipment. What about the rest of my order?

A3. Please do not worry. We are sending products and consignments as per due date. You are expected to receive multiple part shipments for your order.

Q4. The dates of the delivery as communicated against my order date have passed and I have not yet received my order. What should I do?

A4. Please find the responses-

In case not received, you may please write to us at support.kumaranicse@schools365.in  with your order number and order date and we will check and respond within 48-72 hours.

Q5. I have received the products, but I need an exchange to another size. What should I do?

A5. Please refer to our product wise exchange plan for Phase 1 order dates (detailed below) at the school campus. Email communication will come from the school.

School Shoes- Shoes can be exchanged anytime for any order phasein the following ways-

Products	Applicable Classes	Phase Ordering Dates	Delivery Dates	Exchange Process	Exchange Dates	Exchange Timings	Exchange Venue	Exchange Process Remarks
Plaeto Black School Shoes	1st - 10th Std	All orders received until 31st May	All delivered orders	Option- Schools365 Warehouse	Monday- Saturday	11AM- 5PM	Address mentioned in Annexure- A	We will provide on the spot exchange of the shoes

Kumaran ICSE School Uniform-

Products	Applicable Classes	Phase 1 Ordering Dates	Phase wise Delivery Dates	Exchange Process	Exchange Dates	Exchange Timings	Exchange Venue	Exchange Process Remarks
Sri Kumaran Socks Grey Melange and Wednesday white socks	1st - 10th Std	All Phases	All Phases	Exchange process to be done at the school campus ONLY	To be confirmed by the school	To be confirmed by the school	Sri Kumaran Mallasandra, Admin Block	We will take back old sizes and provide acknowledgment receipt for new sizes at the school location. The date of delivery for these sizes will be confirmed within 48-72 workings hours after receipt of your products,
Yoga Pants	1st - 10th Std	All Phases	All Phases until 31st July	Exchange process to be done at the school campus ONLY	To be confirmed by the school	To be confirmed by the school	Sri Kumaran Mallasandra, Admin Block	We will take back old sizes and provide acknowledgment receipt for new sizes at the school location. The date of delivery for these sizes will be confirmed within 48-72 workings hours after receipt of your products,
ICSE Sweaters	1st -10th Std	All Phases	All Phases until 31st July	Exchange process to be done at the school campus ONLY	To be confirmed by the school	To be confirmed by the school	Sri Kumaran Mallasandra, Admin Block	We will take back old sizes and provide acknowledgment receipt for new sizes at the school location. The date of delivery for these sizes will be confirmed within 48-72 workings hours after receipt of your products,
Speedo Apparel & Accessories	3rd- 4th Std	All Phases	All Phases until 31st July	Exchange process to be done at the school campus ONLY	To be confirmed by the school	To be confirmed by the school	Sri Kumaran Mallasandra, Admin Block	We will take back old sizes and provide acknowledgment receipt for new sizes at the school location. The date of delivery for these sizes will be confirmed within 48-72 workings hours after receipt of your products,
Sri Kumaran ICSE Regular Formal Uniform	1st -10th Std	All Phases	All Phases until 31st July	Exchange process to be done at the school campus ONLY	To be confirmed by the school	To be confirmed by the school	Sri Kumaran Mallasandra, Admin Block	We will take back old sizes and provide acknowledgment receipt for new sizes at the school location. The date of delivery for these sizes will be confirmed within 48-72 workings hours after receipt of your products,
Sri Kumaran ICSE Wednesday Uniform	1st - 10th Std	All Phases	All Phases until 31st July	Exchange process to be done at the school campus ONLY	To be confirmed by the school	To be confirmed by the school	Sri Kumaran Mallasandra, Admin Block	We will take back old sizes and provide acknowledgment receipt for new sizes at the school location. The date of delivery for these sizes will be confirmed within 48-72 workings hours after receipt of your products,
Tie, Belt, Cycling Shorts	As applicable	All Phases	All Phases until 31st July	Exchange process to be done at the school campus ONLY	To be confirmed by the school	To be confirmed by the school	Sri Kumaran Mallasandra, Admin Block	We will take back old sizes and provide acknowledgment receipt for new sizes at the school location. The date of delivery for these sizes will be confirmed within 48-72 workings hours after receipt of your products,
ICSE Wednesday T-shirt	1st - 10th Std	All Phases	All Phases until 31st July	Exchange process to be done at the school campus ONLY	To be confirmed by the school	To be confirmed by the school	Sri Kumaran Mallasandra, Admin Block	We will take back old sizes and provide acknowledgment receipt for new sizes at the school location. The date of delivery for these sizes will be confirmed within 48-72 workings hours after receipt of your products,

**PLEASE NOTE- Exchange process for uniforms for Phase 2, Phase 3, Phase 4 and Phase 5 ordering dates will be communicated closer to the dates of delivery.

Q6. I have received my order but received short quantities. What should I do?

A6. You may please write to us at support.kumaranicse@schools365.in, with your ‘order number’ in the subject line and share the details of the product and quantity ordered and quantity received. We will action and dispatch the pending quantities within 48-72 or/and as per availability of stock- whichever is earlier,

Q7. I have received incorrect products or/and sizes than what I ordered. What should I do?

A7. Please find our response-

1. Kumaran ICSE School Uniform- You may please visit the school campus on the appointed school uniform exchange dates and give back these uniforms. We will take the new size requirement and will communicate delivery timeline within 48-72 working hours,

Q8. Can I come to your warehouse for exchange of my kids’ Uniform?

A8. NO, we are not taking any uniform measurements at our warehouse. It's a packing and dispatch facility ONLY. The uniform sizing trial facility is NOT available at the moment.

Q9. Can I come to your warehouse in case I want to buy JUST Shoes?

A9. Yes, you can walk-in to our warehouse between Monday- Saturday, 11AM- 5PM to try and buy the school shoes ONLY. No other products are available for trial and sale at our warehouse.

Q 10. Some students have received uniform, but my child has still not received it. What should I do?

A.10 Please do not worry. We are strictly following the FIFO (first in first out) approach for order fulfilment and we will deliver in the order of priority of who placed an order earlier with us. Your uniform order will be delivered as per delivery schedule mentioned in Part A (Q1).

Q11. What should students’ wear until they receive their uniform?

A11. Please refer to the guideline received from the school management  

PART B- ORDERING AFTER 31STJULY 2022

Q1. I have still not placed any order. What should I do?

A1.Parents can place their orders online with us between 15th Aug.- 20th Aug 2022.

Q2. What will be my delivery dates for order placed between 1st June – 31st July?

A2. Please find the dates of delivery of your order-

Products	Applicable Classes	Phase 6 Ordering Dates	Phase 6 Delivery Dates
Plaeto Black School Shoes	1st -10th Std	15th Aug - 20th Aug	10 working days
Sri Kumaran Socks Grey Melange and Wednesday white socks	1st - 10th Std	15th Aug - 20th Aug	On or before 30th Aug 2022
Yoga Pants	1st - 10th Std	15th Aug - 20th Aug	On or before 30th Aug 2022
ICSE Sweaters	1st -10th Std	15th Aug - 20th Aug	On or before 30th Aug 2022
Speedo Apparel & Accessories	3rd- 4th Std	15th Aug - 20th Aug	On or before 30th Aug 2022
Sri Kumaran ICSE Regular Formal Uniform & Wednesday Uniform	1st -10th Std	15th Aug - 20th Aug	On or before 30th Aug 2022

**PLEASE NOTE- Exchange process for uniforms for Phase 6 ordering dates will be communicated closer to the dates of delivery.

Q3. Can I come to your warehouse for trial and purchase of my kids’ Uniform?

A3. NO, we are not taking any uniform measurements at our warehouse. It's a packing and dispatch facility ONLY. The uniform sizing trial facility is available at the school campus.

Q4. Can I come to your warehouse in case I want TO BUY Schoolshoes?

A4. Yes, you can walk-in to our warehouse between Monday- Saturday, 11AM- 5PM to try and buy the school shoes ONLY. No other products are available for trial and sale at our warehouse.

Q5. What should students’ wear until they receive their uniform?

A5.  As per guideline received from the school, your child can wear Jeans and t-shirt with sleeves until you receive your uniform.   

PART C- PAYMENT RELATED ISSUES-

PAYMENT RELATED ISSUES-

Case 1. Money got debited from my account, but I did not receive my order confirmation email. What should I do?

A1. Please go through the following steps-

Please wait for 24-48 hours. Sometimes payment gateway takes time to process transactions.

Even after 24-48 hours of wait time, if you’ve not received order # and order confirmation email, please write to us immediately at support.kumaranicse@schools365.inand cc: payments@schools365.in .

Our team will check and resolve within 5-7 working days.

Our refunds usually reflect in the system between 7-10 working days. Due to high volumes, it may take up 15 working days.

Please Note- Do mention your school name and details of the payment reference number and amount debited from your account. Please do share your number and mobile number as well on the email. Our team will check and resolve within 7 working days.

Case 2- Money did not get debited from my account and I received order confirmation email. What happened?

A2. Please find our response and requested action item detailed below-

Most likely, the order status will reflect “Pending” in your order email received from Schools365. That means order is pending payment and it will be processed ONLY when we receive the payment,

Please reach out to us support.schools365.in; cc:support.kumaranicse@schools365.inand payments@schools365.in requesting for payment link,

Case 3- Am unable to make payments. Am stuck at the final step of payment gateway. What should I do?

A3. Please find the process for resolution detailed below-

Please write to us at payments@schools365.in and cc: support.kumaranicse@schools365.inalong with your order # and detail the issue,

We will respond within 48-72 workings hours and resolve the payment issue,

Case 4- Money got debited twice. What should I do?

A1. Please be rest assured your money is safe with us. Please following the below detailed process-

Step1- Pl write to us at support.kumaranicse@schools365.inand cc: payments@schools365.in and mention the School Name; Order ID; payment reference details and screenshot of payments,

Step2- Our team will check and respond with 48-72 working hours.

Step3- Escalation matrix- In case you do not get a response within 72 working hours, please write to us at escalation@schools365.in and cc: kalpana@sports365.in – they will check and resolve

PART D- EXCHANGE/ RETURN POLICY& REFUNDS POLICY-

Q1. Can I return the products?

A1. We do not provide refunds against purchase. These are school specific products and are made to order as per schools’ requirement.

Q2. Can I exchange the products that I received against another size?

A2. Yes, you can exchange your products with us. At the moment, we are not providing any exchange of uniforms at our warehouse. ONLY shoes can be exchanged at our warehouse.  Please refer to Part B and Part C for uniform and Shoes exchange process.

Q3. Refunds policy-

A3. We offer refunds only if we are unable to service the product; incorrect school product ordered; incorrect payment made &payment issue due to payment gateway. The usual process takes about 5-7 working days at our end after receipt of all details at our end to process refund. However, due to high volumes, it may take up to 10-15 working days to process refund payments.

ExchangeandRefundsPolicy-https://schools365.in/return_refund_exchange_policy

PART E- CUSTOMER SUPPORT MATRIX FOR Sri Kumaran ICSE School

Status of my order; exchange support-




Level	Response Timeline	Email ID 1	Email ID 2
Level 1	48-72 hours	support@schools365.in	Exchange queries- kiran@pulsesports.in
Level 2	48 hours	Support.kumaranicse@schools365.in	kalpana@sports365.in
Level 3	48 hours	escalation@schools365.in

Order amendment support-

Level	Response timeline	Email id1	Email id 2
Level 1	48 hours	support.kumaranicse@schools365.in	support@schools365.in
Level 2	48 hours	support.kumaranicse@schools365.in	kalpana@sports365.in
Level 3	48 hours	escalation@schools365.in

Payment issue and refund related support-

Level	Response Timeline	Email ID 1	Email ID 2
Level 1	48 – 72 hours	Support.kumaranicse@schools365.in	payments@schools365.in
Level 2	48- 72 hours	support.kumaranicse@schools365.in	kalpana@sports365.in
Level 3	48 hours	escalation@schools365.in

Annexure – A – Schools365 warehouse address

Bangalore warehouse address-

Schools365 Limited, #A 06/A, NGEF AncilliaryIndl Estate, Garudacharpalya, Hoodi, Next to Bharuka Gas Agency, Bangalore-560048 (Please take first right after entering the NGEF Layout and the last building in the lane is our warehouse)
Operation Days and Timings-
Monday – Saturday- 11AM- 5:00 PM,
Saturdays 11:00 AM- 5:00 PM, Sundays; Public and National holidays we will be closed.
Google Link: https://goo.gl/maps/74VJgxh3YUUFw3aTA

Important Notes-

1) We are not providing any exchange of uniforms at the warehouse.,
2) We are NOT providing any trials for uniforms at the warehouse,
3) Exchange for ONLY shoes is available at the warehouse