Important Communication on Ordering; Delivery; Exchanges& FAQs for Sri Kumaran Children’s Home


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


Q1. I have placed an order with Schools365. When will I receive my products?

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


Product Name

Applicable Classes

Gender

Phase 1 Ordering Dates

Phase 1 Delivery Dates

Phase 2 Ordering Dates

Phase 2 Delivery Dates

Phase 3 Ordering Timeline

Phase 3 Delivery Timeline

Phase 4 Ordering Dates

Phase 4 Delivery Timelines

Red T-shirt

Nursery- UKG

Unisex

21st - 25th April 2022

30th June -5th July 2022

26th April- 5th May

31st July 2022

6th May - 31st May 2022

31st July 2022

1st June – 30th June

10th August 2022

Tunic

Nursery- UKG

Female

21st - 25th April 2022

30th June-5th July 2022

26th April- 5th May

31st July 2022

6th May - 31st May 2022

31st July 2022

1st June – 30th June

10th August 2022

Formal Shorts

Nursery- UKG

Male

21st - 25th April 2022

30th June – 5th July 2022

26th April- 5th May

31st July 2022

6th May - 31st May 2022

31st July 2022

1st June – 30th June

10th August 2022

Cycling Shorts

Nursery- UKG

Female

21st - 25th April 2022

30th June-5th July 2022

26th April- 5th May

31st July 2022

6th May - 31st May 2022

31st July 2022

1st June – 30th June

10th August 2022

TSF & DKS School Socks- Jr School

Nursery- UKG

Unisex

21st - 25th April 2022

30th June – 5th July 2022

26th April- 5th May

31st July 2022

6th May - 31st May 2022

31st July 2022

1st June – 30th June

10th August 2022

Sleeveless Sweatshirt

Nursery- UKG

Unisex

21st - 25th April 2022

30th June – 5th July 2022

26th April- 5th May

31st July 2022

6th May - 31st May 2022

31st July 2022

1st June – 30th June

10th August 2022

Full Sleeve Sweatshirt

Nursery- UKG

Unisex

21st - 25th April 2022

30th June – 5th July 2022

26th April- 5th May

31st July 2022

6th May - 31st May 2022

31st July 2022

1st June – 30th June

10th August 2022

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-

  1. In case not received, you may please write to us atsupport.kumarantsf@schools365.in, with your ‘order number’ and ‘order date’ and we will check and action 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 request process

Exchange Dates

Exchange Timings

Exchange Venue

Exchange Process Remarks

Plaeto Black School Shoes

Nursery- UKG

All orders received until 30th June

31st July 2022

Sri Kumaran TSF campus

10thAugust 2022

11AM- 5PM

Address mentioned in Annexure- A

We will take back old size and provide replacement against the new size

 

School Uniform


Product Name

Applicable Classes

Gender

Phase 1,2,3,4

Phase wise Delivery Dates

Exchange Process

Exchange Dates

Exchange Timings

Exchange Venue

Exchange Process Remarks

Red T-shirt

Nursery- UKG

Unisex

All orders until 30th June

31st July 10thAugust 2022

Exchange request process at the TSF school campus

10thAugust 2022

12 PM- 4 PM

Sri Kumaran TSF campus

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,

Tunic

Nursery- UKG

Female

All orders until 30th June

31st July 10th August 2022

Formal Shorts

Nursery- UKG

Male

All orders until 30th June

31st July 10th August 2022

Cycling Shorts

Nursery- UKG

Female

All orders until 30th June

31st July 10th August 2022

TSF & DKS School Socks- Jr School

Nursery- UKG

Unisex

All orders until 30th June

31st July 10th August 2022

Sleeveless Sweatshirt

Nursery- UKG

Unisex

All orders until 30th June

31st July 10th August 2022

Full sleeve Sweatshirt

Nursery- UKG

Unisex

All orders until 30th June

31st July 10th August 2022

**PLEASE NOTE- Exchange process for uniforms for Phase 2, Phase 3& Phase 4 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.kumarantsf@schools365.inwith 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-

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 31ST July 2022


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


A1. Parents can place their orders online with us between 1st August– 10th August 2022

Q2. What will be my delivery dates for order placed between 1st Aug- 10th Aug 2022?


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


Product Name

Applicable Classes

Gender

Phase 5 Ordering Dates

Phase 5 Delivery Timelines

Red T-shirt

Nursery- UKG

Unisex

1st Aug–10th Aug

20th-25thAugust 2022

Tunic

Nursery- UKG

Female

1st Aug – 10th Aug

20th-25th August 2022

Formal Shorts

Nursery- UKG

Male

1st Aug – 10th Aug

20th-25th August 2022

Cycling Shorts

Nursery- UKG

Female

1st Aug – 10th Aug

20th-25th August 2022

TSF & DKS School Socks- Jr School

Nursery- UKG

Unisex

1st Aug – 10th Aug

20th-25th August 2022

Sleeveless Sweatshirt

Nursery- UKG

Unisex

1st Aug – 10th Aug

20th-25th August 2022

Full sleeve sweat shirts

Nursery- UKG

Unisex

1st Aug – 10th Aug

20th-25th August 2022

Please Note- Exchange process for uniforms for Phase 5 will be communicated closer to the dates of delivery.


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


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.kumarantsf@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.kumarantsf@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.kumarantsf@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.kumarantsf@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 Children’s Home


Status of my order; exchange support and any other general query-


Level

Response Timeline

Email ID 1

Email ID 2

Level 1

48-72 hours

For general queries- support@schools365.in

For exchange- kiran@pulsesports.in

Level 2

48 hours

Support.kumarantsf@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.kumarantsf@schools365.in

support@schools365.in

Level 2

48 hours

Support.kumarantsf@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.kumarantsf@schools365.in

payments@schools365.in

Level 2

48- 72 hours

Support.kumarantsf@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