Marcello - The Messenger - Tan

 All Tortoise designs are handcrafted with 100% Genuine Leather. This leads to every product being unique in its own way. The colour and texture may slightly differ from the photograph.

If you seek to exchange or return your purchase for whatever reason, we are here to help. Please note that we offer free exchanges only within 7 days of receiving your order, and that includes a free pickup. To initiate your exchange or return, please email us with your Order ID and phone number on   support@redrootsindia.com .

Effective from 1st Jan 2024 exchange for products purchased from our website  are allowed for a maximum of 3 times against each order ID. The first exchange will be facilitated and covered by the brand, encompassing the cost of both shipping for the new product and the pickup of the existing item. For the subsequent 2 exchanges, customers will bear the associated expenses of INR 450/- each exchange, which include the shipping cost for the replacement item and the pickup cost for the returned product.

Should a customer wish to initiate an exchange beyond the initially allowed instances, they are required to make the necessary payment upfront. Following this, a reverse pickup will be arranged for the existing product, and upon its receipt at our facility, the new product or garment will be shipped back to the customer, and shall keep you updated via SMS/Email.

Here are some essentials that you need to know:

• Customised and Personalised products can neither be exchanged nor returned
• Returned items must have receipts & tags still on, and must be returned in original packaging
• Please have the product(s) maintained in its original condition, else we will not accept the pickup.
• Returned items must have no visible signs of wear or use
• Please note that you have 7 days only to check for compatibility and anything else.
• Returns will only be accepted from products purchased from tortoise.net.in. For products purchased through our stores or other marketplaces, please contact them directly for an exchange or a return.
• For Prepaid orders - If you choose to return a prepaid order, the full refund will be credited to your Tortoise Wallet or your designated bank account, depending on your chosen preference. Once we receive and verify the returned product in its original condition, the refund should appear in your bank account within 15 business days.
• For COD orders - Our COD (Cash on Delivery) returns policy ensures a seamless and customer-friendly process. In the event that a delivered product needs to be returned for any reason, we facilitate a hassle-free experience by refunding the amount directly into the customer's Tortoise wallet. This approach streamlines the reimbursement process, offering customers the flexibility to utilize the wallet amount for future purchases on our platform. 
• If you opt to exchange the current product with a different product, you will have to pay differential amount if any.

In case of any doubts, please reach out to us through email   support@redrootsindia.com  with your order number and details and we will support you through the exchange/return process. 

All of our products are made using the finest quality leather and materials. As time passes, your tortoise pieces will mature alongside you. To make sure that the piece(s) remain in great condition, please prevent any contact with oil/ alcohol based substances such as cosmetics, perfumes, hand sanitizers, disinfectants and harsh abrasives. 

Store your tortoise piece(s) in a cool space with low humidity. Do not cover them in plastic. Store them in breathable spaces in cotton covers. Every once in a while, remove them out of your closets to breathe. The more you use your leather, the longer its life. 

Leather is skin after all. It is very natural for leather to react to the environment. In case you see white deposits on your garment/ accessory, clean it with a dry cotton cloth.

Domestic Shipping

• We offer shipping services to all destinations within India, subject to the serviceability of our courier partners. The delivery time may vary depending on the location, but most orders are delivered within 5-10 business days from the date of order confirmation.

Unable to Deliver

• In the event that you are unavailable to receive or accept the delivery when our courier partner attempts to deliver your order, they will notify you accordingly. Following this, they will make an additional attempt to deliver your order. If, after the second attempt, delivery is still unsuccessful, your package will be returned to our fulfilment center.
• For prepaid orders, a refund will be issued to the original payment method used during the purchase process. 

If you have any further questions or concerns regarding our shipping policy or any specific delivery issues, please do not hesitate to contact our customer service team at support@redrootsindia.com. We are here to assist you and provide any necessary support.

Thank you for choosing us as your preferred shopping destination.