Frequently Asked Questions

If there are any queries that this page doesn't cover, please feel free to write to our customer support desk here. You can refer to more articles on our Customer Support Desk Knowledge Base.

About Our Products

Are your products cruelty-free?

While not all of our products are certified cruelty-free, those that are will be clearly marked in the product descriptions. You can easily find them by searching on our website.

Are your products suitable for vegans?

Yes, all our products are certified vegan. If a product is vegan, it will be indicated in the product description. You can search for vegan products on our website.

How do you ensure the sustainability of your products? 

With an environment-first approach, we take a genuine interest in understanding materials and methods of creating products and services that can co-exist with our ever-evolving world, with doing least damage to the earth. We thereby measure the impact of production, use and disposal of each product that is curated by us.

The Brown Lens is a proprietary framework that is the basis of the product selection and curation process. The curator’s council uses the framework to identify the right products for a conscious customer, ask the right questions to creators, and evaluate a product in a wholistic manner.

• The framework primarily focusses on 5 aspects: Source, Method, Packaging, Life & Beyond, and Aesthetic.
• SOURCE : What is it made of? Where do the ingredients come from?
• METHOD : How is it made? Who makes it? Is it waste-free?
• PACKAGING  : Is it plastic-free? Is it recyclable? Is it compostable?
• LIFE & BEYOND : During its Life & beyond, does it harm the earth? Can it be reused?
• AESTHETIC : Is it well designed? Is it innovative? Does it solve a problem?

Are your products made from upcycled or recycled materials?

We offer products made from both upcycled and recycled materials on our website. You can easily find them by searching for "upcycled" or "recycled" products.

What is your policy on packaging and waste reduction?

We ensure that our Products are :

• 100% Plastic-Free packaging in an upcycled or 100% post-consumer box 
• Recycled paper wrapping and stuffing 
•  Shipping boxes sealed with a paper tape with starch-based adhesive

Are your products tested for safety and compliance with relevant regulations?

With an environment-first approach, we take a genuine interest in understanding materials and methods of creating products and services that can co-exist with our ever-evolving world, with doing least damage to the earth. We thereby measure the impact of production, use and disposal of each product that is curated by us.

The Brown Lens is a proprietary framework that is the basis of the product selection and curation process. The curator’s council uses the framework to identify the right products for a conscious customer, ask the right questions to creators, and evaluate a product in a wholistic manner.

The Brown Lens helps in identifying areas of improvement for each product, validating and recognising the truly sustainable business practices, curating a range of products that are true to our ethos and cause, thereby enhancing customer interactions with a truly conscious shopping experience.

Using The Brown Lens is central to our selection process and each member of the curator's council is trained to look at the product through the lens.
You can find out more about this on our website www.brownliving.in or email us here to find out more. 

How can I stay updated on new product releases and promotions?

Brown Living™ frequently gives out offers to give registered and unregistered members the opportunity to win great discounts and vouchers. Information collected by us for such activities may include contact information and survey questions, which are used to notify contest winners and develop promotions and products respectively. As a member, you will also occasionally receive updates from us about special offers and new products, and in addition, you may look forward to receiving newsletters and exclusive promotions offering special deals. However, you may choose at any time to no longer receive these email messages;

Regarding Your Account

Do I have to create an account to make purchases on Brown Living?

It is not mandatory to create an account to shop with us but it is always a great way for an easier and faster checkout!

How do I edit my account details?

To add a new address or edit a saved address, please follow the steps:

1. Click on ‘My Account’
2. Click on ‘My Addresses’
3. Select ‘Edit’ or ‘Add a new address’

I have forgotten my password, what do I do?

No problem. At the time of logging into your account, click on ‘Lost Password’. You will be sent a link on your registered email ID to change your password.

 

Placing an Order

How do I place an order?

Follow these steps:

1. After adding your desired product(s) to your cart, click on the cart to view it.
2. Get an option to plant a tree for only ₹89. It’s never a bad idea. :)
3. Get an option to inform us of any specific order instruction!
4. Opt for check-out.
5. Fill in required details like your name, the shipping & payment address, contact info, etc.
6. Select the payment mode and place your order! You will receive a system-generated email confirmation with the order details.

What information do I need to provide to place an order?

1. Your good name
2. Your billing & shipping address with pin code.
3. Your email ID to receive the order confirmation and shipment tracking details
4. Your mobile number
5. Payment information according to the mode of payment selected

Can I request a product that is currently out of stock?

Yes, you can request a product that is currently out of stock. Simply email our customer support team, and we'll assist you in purchasing the product if it's available from the seller. Alternatively, you can leave your email address on the "notify me" option on our website, and we'll notify you when it's back in stock.

Shipping Queries

How is the shipping cost decided?

Shipping charges for your order will be calculated and displayed at checkout. Shipping cost varies by the total order value. For more details please see our Shipping Policy.

How will I know that my order request has been received?

We send you an email and/or text message with an Order Confirmation. In case you have not received an email from us, please write to us here with your payment details.

How do I check the status of my placed order?

You can track your placed order via the link provided in the order confirmation mail. You can also check the Track Order page on our website from here - simply put your registered email address and your order ID to get the status of your order.

Cancelling & Modifying Your Order

How do I cancel an order that has been placed?

• Write to us here
• Call or Whatsapp us here: +919324693122

Is there a cancellation period after receiving?

You can request for a cancellation with refund via email within 3 working days of the order delivery. We will require actual pictures of the products received showcasing issues with the said product. The team will review the details shared and confirm if it is eligible for return basis our Returns Policy. Please check our Returns Policy for more details.

How to add or remove products from an order that has already been placed?

• Write to us here
• Call or Whatsapp us here: +919324693122 

Can I cancel my order if it has not been shipped yet?

IS THERE A CANCELLATION PERIOD AFTER RECEIVING? You can request for a cancellation with refund via email within 3 working days of the order delivery. We will require actual pictures of the products received showcasing issues with the said product. The team will review the details shared and confirm if it is eligible for return basis our Returns Policy. Please check our Returns Policy for more details.

HOW TO ADD OR REMOVE PRODUCTS FROM AN ORDER THAT HAS ALREADY BEEN PLACED?

 

• Write to us on hello@brownliving.in
• Call or Whatsapp us here: +919324693122

Refund of a Returned Order

When will I receive the refund for a returned order?

Refunds are processed within one week of receiving the returned goods.

I did not get a full refund for a returned order.

You can create a return/exchange request from here. Please write to us with your queries here. Please include a picture of your receipt/order confirmation.

Can I convert my refund money to Earthy Points?

Earthy Points is a part of our Rewards Program, hence the refund money cannot be converted to Earthy Points. However, it will be refunded back to you in 4-5 working days, according to the bank details you submit.

Placing Return and/or Exchange Request

What is Brown Living’s return and exchange policy?

You can create a return/exchange request from here. Find our complete Refund policy, in detail here.

How do I place a return request for a delivered order?

A return/exchange request should be raised via email to hello@brownliving.in quoting your order number to our customer representative here. 

You can also try this self-serve method: Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

Why was my return/exchange request denied?

Your return request should meet the following conditions to be accepted:

• The products must be returned in the original condition they were received in, along with any bills, tags, labels etc.
• Products must be in their original form and unsoiled
• Brand packaging should be intact
• Replacement of a product will be subject to availability of the product on the website at that time

When will the return/exchange of my order take place?

The time taken for returns and exchanges may vary from brand to brand or seller to seller. 

Can I get a free sample of a product to test before purchasing?

Brown Living does not offer free sampling of products.

Payment Enquiries

Following are the modes of payment we accept:

FOLLOWING ARE THE MODES OF PAYMENT WE ACCEPT:

• Airtel Money
• American Express
• Diners Club
• Freecharge
• Maestro
• Master Card
• MobiKwik
• Ola Money
• PayZapp
• RuPay
• VISA
• Patym

Why is there no COD option on my order?

The COD method of payment is currently not accepted on our website.

What do I do if my payment fails?

Not to worry! You can contact us here:

• For Customer Queries please write to us here.
• For Bulk / Corporate / Customized enquiries please fill this form.

Gift Cards

Can I make a gift card for products sold on Brown Living?

Yes you can! Brown Living offers a digital gift card for its customers. Purchase a Sustainable Gift Card here. Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees.

How do I redeem the Gift Card?

You can use the 16 digit code sent to you via email during checkout in the "Gift Card or Discount Code" field. The value available in your gift card will be auto-applied.

You can use the value of the gift card till the balance is exhausted or the card has expired, whichever is earlier.

Earthy Points & Referrals

What are Earthy Points?

Every 50 Earthy Points equals a discount of ₹1. The more actions you complete on the Rewards Program on our website, the more Earthy Points you earn! Fun, right?

How do I redeem my Earthy Points?

Ways to redeem the Earthy Points are:

• By choosing the number of Earthy Points you would like to convert to a discount amount.
• As you keep on earning more Earthy Points, more ways of redeeming them will get unlocked on the Earthy Points icon!

Can I redeem my Earthy Rewards without buying anything?

Nope, Earthy Points can only be redeemed by purchasing products from the Brown Living website.

Are Earthy Rewards transferable to another account?

Nope, they are not.

How can I refer a friend?

Share the referral link with a friend who hasn’t shopped with us before. Once your friend signs up with us, using your referral, they get ₹50 off their first time purchase! And wait for it... so do you on your next purchase, after your friend successfully completes their first purchase! :)

How can I contact Customer Service?

• For Customer Queries please write to us here.
• For Bulk / Corporate / Customized enquiries please email us here. 

Collaborate with Brown Living

How can I collaborate with Brown Living?

We are always looking for more ways to grow together with our community.

• If you have any collaboration requests related to sales of your products, write to us here to collaborate with us.
• If you are an influencer/institution/community and would like to help us promote sustainability, write to us here. 

How can I become a seller on Brown Living?

Brown Living exclusively features artists, brands, products and makers who run their businesses with respect for people and the planet. Check out all our sellers here. If you think you've got what it takes to become our partner, we are looking to work with sustainable brands like yours.

Please see the entire process of becoming a seller here. 

Privacy Policy 

What measures do you take to protect customer data and privacy?

 

Personal information submitted to us via this website will be used for the purposes specified in this privacy policy or in relevant parts of the website. We may use your personal information to:

1.  Administer the website;
2. Improve your browsing experience by personalising the website;
3. Enable your use of the services available on the website;
4. Send to you goods purchased via the website, and supply to you services purchased via the website;
5. Send statements and invoices to you, and collect payments from you;
6. Send you general (non-marketing) commercial communications;
7. Send you email notifications which you have specifically requested;
8. Brown Living™ frequently gives out offers to give registered and unregistered members the opportunity to win great discounts and vouchers. Information collected by us for such activities may include contact information and survey questions, which are used to notify contest winners and develop promotions and products respectively. As a member, you will also occasionally receive updates from us about special offers and new products, and in addition, you may look forward to receiving newsletters and exclusive promotions offering special deals. However, you may choose at any time to no longer receive these email messages;
9. Provide third parties with statistical information about our users – but this information will not be used to identify any individual user;

10. Deal with enquiries and complaints made by or about you relating to the website; and

11. Other uses

Where you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the license you grant to us. We will not without your express consent provide your personal information to any third parties for the purpose of direct marketing.

Security Of Your Personal Information

We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. We will store all the personal information you provide on our secure (password and firewall-protected) servers. All electronic transactions you make to or receive from us will be encrypted [using SSL technology]. Of course, data transmission over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet. You are responsible for keeping your password and user details confidential. We will not ask you for your password (except when you log in to the website).