Customer care · Srinagar
Contact AimsCraft
Reach AimsCraft on +91 194 245 8890, on WhatsApp at +91 90210 44880, or by email at support@aimscraft.com. The team answers from Srinagar, Monday to Saturday 10:00–19:00 IST; email and the form below are open around the clock and get a first reply within one working day.
Ways to reach us
- +91 00000 00000 Our Srinagar landline. Best for order changes, made-to-order timelines and anything urgent. Mon–Sat, 10:00–19:00 IST.
- +91 90210 44880 WhatsApp. Send a photo of a damaged parcel, or your chest and waist measurements if you are between two sizes, and we reply on the same thread. Typically under 2 hours in support hours.
- support@aimscraft.com Email, open 24/7. Best for swatch requests, GST invoices, returns paperwork and anything with an attachment. First reply within one working day.
- Mon–Sat, 10:00–19:00 India Standard Time (UTC+5:30). Closed on Sundays and on Indian public holidays. See the full hours table and response times.
Corporate and bulk gifting has its own desk at the Delhi studio store; wholesale and stockist enquiries should use the form below with the topic set to “Wholesale & stockists”.
Write to us
Send a message
Give us the order id if you have one — it saves a round trip and lets us open the shipment and the invoice before we reply.
When we are here
Support hours and response times
AimsCraft support is staffed Monday to Saturday, 10:00–19:00 India Standard Time (UTC+5:30), and closed on Sundays and Indian public holidays. Email and the contact form accept messages at any hour; a first human reply lands within one working day, and phone or WhatsApp is answered within minutes during those hours.
| Day | Phone & WhatsApp | Email & form | Srinagar flagship |
|---|---|---|---|
| Monday–Friday | 10:00–19:00 | Always open | 10:00–20:00 |
| Saturday | 10:00–19:00 | Always open | 10:00–21:00 |
| Sunday | Closed | Always open | 11:00–19:00 |
| Public holidays | Closed | Always open | Varies — call ahead |
| Winter rush (mid-November to January) | 10:00–19:00, slower | Always open | Open, the alterations bench is full |
| Channel | First reply | Resolved by | Best for |
|---|---|---|---|
| Phone | Immediate in hours | Same call | Order changes, address fixes, urgent dispatch holds |
| Under 2 hours | Same day | Photos, damage claims, size and length checks | |
| Email & this form | Within 1 working day | 1–3 working days | Cloth swatches, GST invoices, returns paperwork |
| Returns pickup | Booked within 24 hours | Refund in 3 working days of arrival | Anything going back to us |
| Corporate gifting desk | Within 4 working hours | Quote in 1 working day | Bulk gifting orders, GST proforma, multi-address dispatch |
Anything still open after three working days gets escalated to the grievance officer automatically, as required under the Consumer Protection (E-Commerce) Rules.
Before you write
Four things we answer most often
These four topics account for about eight in ten messages, and each one is already answered in full.
- Where is my order? Tracking goes live 6–8 hours after dispatch. Enter the order id and email to see the live AWB scan.
- Returns & refunds 10 days on all clothing with the tags on. Free reverse pickup in serviceable pincodes.
- Is it genuine? Every hand-loomed piece carries its weaver’s name and village, and every label states the cloth weight and fibre. Ask us for the swatch.
- Shipping & duties Free over ₹1,499 in India, DHL Express to 42 countries with duties payable on delivery.
Questions about contacting us
How long will it take someone to actually reply to me?
Phone is answered while the line is open, Monday to Saturday 10:00–19:00 IST. WhatsApp usually comes back inside two hours. Email and this form get a human first reply within one working day, and most cases close in one to three. Nothing here is answered by a bot, which is why we do not promise a reply in five minutes.
I am overseas. What time can I call, and will it cost me?
Our hours are 10:00–19:00 IST, which is 04:30–13:30 UTC, 08:30–17:30 in Dubai and 23:30–08:30 in New York. Calls to a landline in India are charged at your carrier’s international rate. WhatsApp is free over data and is what most international customers use; put your country in the first message so we can time the reply.
Do I need my order id to get help?
No, but it removes a round trip. Order ids look like AIM-2026-10315 and appear at the top of your confirmation email and in your account under Orders. Without one, give us the email address or mobile number used at checkout and the approximate date, and we will find the order ourselves.
Can I send photos of a damaged parcel?
Yes, and please do. Attach them to the form above, or send them on WhatsApp to +91 90210 44880. Two pictures settle almost every claim: one of the item and one of the outer box including the courier label. Report transit damage within 48 hours of delivery and we ship a replacement without waiting for the original back.
Who do I talk to about a bulk or corporate gifting order?
The gifting desk at our Delhi studio store handles anything above twenty units, including multi-address dispatch, branded sleeves and a GST proforma invoice before payment. Use the form with the topic set to “Corporate & bulk gifting”, or call +91 11 4106 9922. Quotes come back within one working day.
Can I see the cloth before I order?
Name the piece you are looking at, either by email or through this form with the topic set to “Product, cloth or a swatch request”. We post a 10 cm square of the actual cloth with its weight, fibre content and the loom or mill it came from written on the card. There is no charge and you do not need to have bought anything to ask.
Is there a complaints route if I am not happy with the answer?
Yes. Anything unresolved after three working days escalates to our grievance officer, Fareeda Ahmad, at support@aimscraft.com, who must respond within 48 hours and close the case inside a month under the Consumer Protection (E-Commerce) Rules. Write “Grievance” in the subject line to skip straight there.
Still nothing that fits? Use the form and pick “Something else” — it reaches the same inbox and nobody minds.