STATIONERY VENUE HELP CENTRE

Frequently Asked Questions:

Check out this section to get answers for all the frequently asked questions.

Registration

How do I register?

You can register by clicking on the “Sign In” section located at the top right corner on the home page. Please provide the required information in the form that appears and click on submit. We will send a one-time password (OTP) to verify your mobile number/email. Post verification, you can start shopping on Stationery Venue.

Do I need to register before shopping on Stationery Venue?

Yes, you do need to register before shopping with us. However, you can browse the website without registration. You are required to login or register while you checkout.

Can I register multiple times using the same phone number/email ID?

Each email ID/login ID and mobile number can only be associated with one customer account.

Product / Price / Promotion

How do I look for a particular Product?

You can search for a product by navigating through the category pages or by using search tab on the top of every page.

How can I check if the product I am ordering is in stock?

You can prepare your cart and select the address you want the order to be delivered at. The availability of the product will be dependent on the selected address. Product without availability will be shown as ‘Out of stock’. You may remove them or add similar products as per your convenience.

Ordering

How do I know if I placed my order correctly?

Upon the successful completion of your order, an order confirmation e-mail and SMS containing your order details will be sent to your registered email ID and phone number.

Can I call and place an order?

No, currently this service is not available.

How do I make changes to my order?

Currently, there is no provision to modify the order once it is placed. You may cancel the order until it is shipped. You may request for a return of the ordered product as per the return policy.

Payment

What are the various modes of payment I can use for shopping?

You can pay for your order using the following modes of payment:

• UPI
• Credit Card / Debit Card
• Netbanking
• e-Wallets

How much time will it take to get the refund of a cancelled/returned order?

Refund against a cancelled or return product may take up to 7 working days depending on the payment instrument used to place the order.

How will I get the refund against an order which placed with UPI/ Credit Card/ Debit Card/ Net banking/ e-Wallets?

Refund against orders delivered with UPI/ Credit Card/ Debit Card/ Net banking/ e-Wallets will credited in your Stationery Venue wallet which can be utilized for future orders.

What are RBI guidelines?

As per RBI guidelines, effective 1st October 2022, merchants can no longer save your credit or debit card details. Instead, the card will be stored at merchant, payment gateway and aggregators in the form of tokens.

Is it mandatory to save cards with Stationery Venue? What impact will it have on my payment?

It is not mandatory but highly recommended for better payment experience on Stationery Venue. Starting 1st Oct 2022, you will have to input card details each time you want to make a payment unless the card is saved with us in tokenized format.

Can I delete a tokenized card?

Yes, you will have an option to remove any saved card with us. However, to save again, you will have to provide your consent to tokenize the card.

Do I need any additional step to tokenize the card or make a payment through tokenized card?

No, you don’t need to perform any additional steps. But while saving the card in tokenized form, you need to provide a consent. The payment experience through a tokenized card will remain same.

How do I provide my consent to save the card?

When you add a new card, you will see a consent screen requesting you to tap on ‘Secure & Pay’ button. Simply select the tap on the button and continue with your payment on that card. Your consent will be successfully captured once the payment is complete.

Do I need to provide consent separately for each card?

Yes, per the RBI guidelines, you need to provide consent to save each card separately. You can do the same while making your payment on Stationery Venue.

Do I need to pay any charges for saving my card?

No, there are no charges for tokenizing and saving your cards.

Delivery

How will I know if Stationery Venue delivers to my area?

You can check the serviceability of your area while selecting your pin code when you place your order.

How can I check for an expected date of delivery of an order I placed?

You can check for an estimated date of delivery on the product description page by entering your pin code. Date of delivery may vary from product to product and is also dependent on the pin code of the delivery address. We try our best to delivery your orders as early as possible.

Delivery Fee

What is delivery fee? Why am I being charged?

A Delivery fee is the amount that is charged to a customer, aside from the order total, to cover shipping and handling costs. This fee covers the cost of fulfilling the given customer’s order, including storage costs, packaging, shipping etc. We are charging a nominal delivery fee of Rs.100 on all the orders less than cart value of Rs.1000 for selected categories in Stationery Venue. We are not charging any delivery fees for orders above Rs.1000.

How does Stationery Venue calculate delivery fee?

Delivery fee for an order is calculated based on the order value and product category/type. We are not charging any delivery fees for orders above Rs.1000.

Why do I see a delivery fee in my cart?

For orders below Rs.1000, we have a nominal delivery fee of Rs.100. We are not charging any fees for orders above Rs.1000.

If I cancel/return the product, will I get back my delivery fees?

In case of complete cancellation of order, delivery fee will be refunded to you along with the product amount you paid. In case of return of already delivered product, delivery fee will not be refunded, only product amount will be refunded.

Why am I being charged for a few orders, and not for others?

We are charging a nominal delivery fee of Rs.100 on all the orders less than Rs.1000 for selected categories in Stationery Venue. We are not charging any delivery fees for orders above Rs.1000.

What kinds of coupons/discounts/offers can I avail to waive off the delivery fee?

No coupon/discount/offer is required to avail this offer. The order value should be more than Rs.1000 to get the free delivery.

If I place multiple orders individually within a specific timeframe (3 hours), and the order value is less than Rs. 1000 for every individual order, can I get a waive off, on the delivery fee?

No. This is applicable only if the order in question is more than Rs.1000.

Why is my delivery fee greater than my order amount? (Ex- Order value less than Rs.100, but my delivery fee is Rs. 100)

Any order which is less than Rs.1000 a nominal delivery fee of Rs.100 is charged per order.

Would I get the delivery fee back if my product is damaged, wrong item etc., and in non-returnable category?

Delivery fee will not be refunded, in case of both complete/partial return of order, as it is charged as a service for the order which has been already delivered.

Why did I not receive a delivery fee refund on the partial cancellation?

Delivery fee is charged below threshold of Rs. 1000. Considering post partial cancellation threshold still remains below Rs. 1000, customer will need to pay the delivery charge for remaining order to be delivered, and only product amount will be refunded for partial cancellation.

Login / Account Related

What is My Account?

‘My Account’ is the section where you can view your Personal Information, Order History and Shopping List.

How To Reset my password?

To reset your password please enter your username or email address. You will receive a link to create a new password via email.

I am unable to login

You may have entered incorrect login details. Please enter the correct information and try again. In case the issue persists, please write to us at [email protected] or call us at +91-8765008745

How do I check my order history

You can check your order history by clicking on My Account section located at the top right corner of the home page and go to Orders tab. Upon clicking Orders tab, you can see all the orders that you have placed along with order number, date, value of order and Invoice.

How do I store, add or edit addresses in the Address book

You can check your addresses in the Address Book by clicking on My Account section located at the top right corner of the home page and go to Address Book tab. You will see all the saved addresses and you can also edit by clicking on the edit button. If you want to add a new Address you can click on Add New Shipping Address and save it.

How to add money to Wallet

You can see your Wallet balance by clicking on My Account section located at the top right corner of the home page and go to Wallet tab. Click on Add Money tab to add the amount you desire using the various payment options.

How to see Wallet balance

You can see your Wallet balance by clicking on My Account section located at the top right corner of the home page and go to Wallet tab. In the Wallet section you will see a list of all the wallet transactions you have made.

How to change my Mobile number or Email address

You can change your Mobile number or Email address by clicking on My Account section located at the top right corner on the home page and go to Profile tab. Here you can change the Mobile number or Email address by clicking on the edit button.

How to do I see Saved for Later

You can see Saved for Later by Clicking on My Account section located at the top right corner of the home page and go to Save for Later tab. You will see a list of all the items you have Saved for Later in this tab which you can Add to Cart.

How to do I see Wishlist

You can see Wishlist by clicking on My Account section located at the top right corner of the home page and go to Wishlist tab. You will see a list of all the items you have added in the Wishlist tab which you can Add to Cart.

How to change my Password

You can change your Password by clicking on My Account section located at the top right corner on the home page and go to Change Password tab. Enter your current password and enter the new password which your intent to keep for your account.

How to cancel my order

If the option to cancel is not available, it will not be displayed. Orders placed more than 24 hrs. ago can’t be canceled. Visit Orders tab within 24 hrs. of placing your order by selecting the Orders menu on the right-side navigation tab.

Note: If you are not logged in you will not be able to make a cancel request.

How to change my order

Due to how quickly we process orders, you cannot make any changes to orders or payment methods once they’re submitted. However, you can cancel most orders within 24 hrs. If needed, you can reorder once your order has been cancelled.

How do I Check Order Status

You can check your Order Status by clicking on My Account section located at the top right corner on the home page and go to Orders tab. Upon clicking Orders tab, you can see all the orders that you have placed along with order number, date and value of order. The status of your order is displayed under Status 

Order Status Definitions

• Processing – We’ve received your order and are in the process of filling it.
• Shipped– We’ve shipped your order and will be delivered soon.
• Delivered – Your order has been delivered to your specified ship-to address.
• Item(s) Not Available– Your order was not fulfilled. A Stationery Venue expert will be contacting you with more details.
• Cancelled– The order was canceled by either the customer or by Stationery Venue.  
• Picked Up –This portion of your order has been picked up from a Staples store.
  • Item Not Picked Up – This portion of your order is no longer being held for pickup at the Staples store.

What’s the difference between deactivating and deleting my account?

If you deactivate your account:

• You can reactivate your account whenever you want in the future
• All your account information will be stored securely with us and will be restored in full if reactivated.
• Some information may remain visible to others (e.g., product ratings & reviews)

If you permanently delete your account:

• You can’t regain access to your account once it’s deleted
• You will not be able to access products and services associated with your deleted account including:
  • your profile information
  • stored delivery addresses
  • Purchase history, returns & refunds of orders
• You can sign up later anytime on Stationery Venue. However, the information such as purchase history, refunds, delivery addresses that you had earlier will not be available.

I want to deactivate my account. How can I do it?

You can deactivate your account by writing an email to [email protected] with the subject line “Account deactivation”.

Also, in the email, mention

• The mobile number associated with the account you would like to deactivate.
• Reason for choosing to deactivate the account

Our team will reach out to you to confirm the deactivation request and the account will be deactivated within 15 working days.

What happens if I deactivate my account?

If you deactivate your account:

• You will be logged out of all the devices that you’re logged in and will not be able to login again
• All your account information will be stored securely with us and will be restored in full if reactivated.
• Some information may remain visible to others (e.g., product ratings & reviews)
• You can reactivate your account whenever you want in the future

I deactivated my account. How do I reactivate it?

Coming back is easy. Simply write an email to [email protected] with the subject line “Account Reactivation”.

Also, in the email, mention the mobile number associated with the account you would like to reactivate.

Our team will reach out to you to confirm the reactivation request and the account will be reactivated within 15 working days.

Your account information will be fully restored after reactivation.

I want to delete my account permanently. How can I do it?

You can permanently delete your account by writing an email to [email protected]with the subject line “Account deletion”. Also, in the email, mention

• The mobile number associated with the account you would like to delete.
• Reason for choosing to delete the account

Our team will reach out to you to confirm the deletion request and the account will be deleted within 15 working days.

Note: For a better experience, we recommend you NOT to delete your account if you have

• Stationery Venue wallet/Gift Card balance – Make the most of the balances by shopping at Stationery Venue
• Placed any order in the last 30 days – You will not be able to access the purchase history/returns or cancel the order if your account is deleted

However, if you delete your account if you have Stationery Venue wallet/Gift Card balances or have placed any order in the 30 days, your balance amount will be forfeited and you might not be able to cancel/return the order.

What happens if I permanently delete my account?

If you permanently delete your account:

• You can’t regain access to your account once it’s deleted
• You will not be able to access products and services associated with your deleted account including:
  • your profile information
  • stored delivery addresses
  • Purchase history, returns & refunds of orders
• You can sign up later on Stationery Venue after a cooling-off period. However, the information such as purchase history, refunds, delivery addresses that you had earlier will not be available.

Note: For a better experience, we recommend you NOT to delete your account if you have

• Stationery Venue wallet/Gift Card balance– Make the most of the balances by shopping at Stationery Venue
• Placed any order in the last 30 days – You will not be able to access the purchase history/returns or cancel the order if your account is deleted

Stationery Venue is legally required to retain some data such as order history. We do this in line with applicable laws including for tax, accounting and fraud prevention purposes.

Fraud prevention and awareness

What are the ways in which fraudsters may approach customers?

It has come to the notice of Stationery Venue that, some fraudsters are approaching customers:

• with promotional Offers from Stationery Venue;
• through fake email IDs as well as fake domain names/website links which may appear confusingly similar or identical with Stationery Venue and its Group Companies
• through social media Apps such as WhatsApp / Facebook by including the trademark/logo of Stationery Venue and/or the logo ‘B’ as part of their profile pic and pushing fake offers to the innocent public, by luring them with false promises.

How can customers safeguard themselves from fraudsters?

• Please exercise caution against fraudsters who may use fake email IDs, fake profiles on social media (WhatsApp, Facebook etc.), domains, websites, telephones and advertisements in newspapers/magazines, etc. by impersonating themselves to be from Stationery Venue and/or its Group Companies and claim to be offer promotional offers, collect customer account details, ask for advance money to process winners, etc.
• Stationery Venue or its Group Companies or any of its representatives will NOT call for any advance payment of money from any of its prospects/customers.
• Stationery Venue or any of its representatives would NOT ask for any OTP or PIN to offer any promotional offers. You are obliged NOT to share OTP/PIN with any person or authorizing UPI requests in wallets, received from unknown sources, as the same may lead to a fraud, through which, money may be debited from your Bank account and credited to fraudster’s account
• Stationery Venue email ID contains “@stationeryvcom” ALONE and does NOT contain any other domain name.
• To exercise caution against fraudsters luring you with fictitious offers by calling you over unidentified phone numbers, fake email ids, fake website/domain and/or through any other physical or electronic medium and styling themselves to be employee/representative of Stationery Venue and/or its Group Companies. Before dealing with such fraudsters and/or responding/accessing any fraudulent advertisements, telephone calls, emails and website, to protect themselves against any fraud and criminal acts of the perpetrators, you are advised to act responsibly and are solely obliged to verify:
  • by reaching out to Official customer care number of Stationery Venue; or
  • the veracity of such claims from the Company’s official website https://www.stationeryvenue.com/

What should customers do in case they have become victim to any fraud?

General public and prospective customers are advised to immediately report any suspicious incident to the concerned authorities and to us. Please note that any person dealing with such fraudsters will be dealing at his/her own risk and responsibility. Stationery Venue and/or any of its Group Company will not be responsible for any loss suffered or otherwise in this respect.