Last Updated: 18 September 2026

At Bihu Handmade, we are committed to providing helpful, friendly, and reliable customer support before and after your purchase. This Support Policy explains how customers can contact us, the types of support we provide, expected response times, and how we handle customer enquiries and complaints.

1. Customer Support

Our customer support team can assist you with:

• Product information
• Product availability
• Product specifications
• Order-related enquiries
• Payment-related enquiries
• Order status
• Shipping and delivery
• Cancellation requests
• Return and replacement enquiries
• Refund-related enquiries
• Custom product enquiries
• Coupon and promotional offers
• Account-related issues
• Website and app-related issues
• General questions about Bihu Handmade

2. Contact Us

You can contact Bihu Handmade through the following channels:

Phone / WhatsApp: +91 96352 21226

Email: bihuhandmade@gmail.com

Customers may use WhatsApp or email for order-related and general support.

3. Support Hours

Customer Support Hours

Monday – Saturday: 10:00 AM – 7:00 PM
Sunday: Closed

Indian Standard Time (IST)

Support availability may vary during:

• Public holidays
• Festivals
• Special occasions
• High-order periods
• Technical maintenance
• Unexpected circumstances

Messages received outside support hours will normally be handled during the next available support period.

4. Expected Response Time

We aim to respond to customer enquiries as quickly as reasonably possible.

WhatsApp: Usually within 3 hours during support hours.

Email: Usually within 24–48 business hours.

Order & Delivery Issues

We aim to review order-related issues as soon as possible after receiving the required information.

Response times may be longer during festivals, promotional campaigns, high-volume periods, or circumstances outside our reasonable control.

5. Order Support

If you have a question about an order, please provide:

• Order ID
• Customer name
• Registered mobile number
• Registered email address, where applicable
• Product name
• Description of the issue

Providing complete information helps us identify your order and resolve the issue faster.

6. Payment Support

If you experience a payment-related problem, please contact us with:

• Order ID, if available
• Payment date and time
• Payment method
• Transaction/reference ID
• Amount paid
• Screenshot of the payment status, if necessary

Never share your UPI PIN, card PIN, banking password, or OTP with our support team.

We may need to verify payment information with the relevant payment provider before confirming or resolving a payment issue.

7. Delivery Support

If your order has not arrived within the expected delivery period, please contact us with your order details.

We may check the status with the applicable delivery or logistics partner.

Delivery times can be affected by:

• Courier delays
• Weather
• Festivals and holidays
• Incorrect address
• Customer unavailability
• Transportation issues
• Local restrictions
• Other circumstances beyond our reasonable control

8. Damaged or Incorrect Products

If you receive a product that is:

• Damaged
• Incorrect
• Missing
• Significantly different from the ordered product

please contact us as soon as possible.

To help us investigate, we may request:

• Order ID
• Photographs of the received product
• Photographs of the packaging
• Unboxing video, where available
• Description of the issue

The request will be reviewed according to our Return & Refund Policy.

9. Handmade Product Support

Many Bihu Handmade products are handmade or made using natural materials.

Minor differences in:

• Color
• Shape
• Texture
• Pattern
• Size
• Finish

may naturally occur.

Such variations may not necessarily indicate a defect.

If you believe there is a genuine quality or product issue, please contact us with photographs and your order information so that we can review it.

10. Organic Henna Support

For Organic Henna & Mehendi products, customers should carefully follow the instructions provided with the product.

Individual results may vary based on:

• Skin type
• Application technique
• Product freshness
• Aftercare
• Contact time
• Environmental conditions

Bihu Handmade cannot guarantee an identical stain result for every customer.

If you experience an unexpected reaction or irritation, discontinue use and seek appropriate medical advice where necessary.

For product-related concerns, contact our support team with your order details.

11. Food Product Support

For products such as handmade chocolates and cupcakes, customers should follow the storage and consumption instructions provided with the product.

If you receive a food product that appears damaged, incorrect, or unsuitable upon delivery, contact us promptly with:

• Order ID
• Product details
• Photographs
• Description of the issue

For allergy-related questions, please contact us before placing your order and review the ingredient information provided for the product.

12. Custom Order Support

For custom or personalized products, please provide:

• Product name
• Required quantity
• Design/reference
• Preferred colors
• Personalization details
• Required date
• Other relevant requirements

Custom orders may require additional preparation time.

Once production has started, changes or cancellations may not always be possible.

13. Return, Replacement & Refund Support

If you need help with a return, replacement, cancellation, or refund, contact us through:

Email: bihuhandmade@gmail.com
WhatsApp: +91 96352 21226

Please include your Order ID and a clear description of the issue.

All requests are handled according to our Return & Refund Policy.

14. Account & Website Support

For website or app-related problems, such as:

• Login problems
• Registration problems
• Password reset
• Account access
• Checkout problems
• Cart issues
• Coupon issues
• Payment page errors
• App errors

please contact our support team.

Where possible, include a screenshot of the error and describe the steps that caused the problem.

15. Privacy & Data Requests

If you have questions regarding your personal information, privacy, or account data, please contact:

Email: bihuhandmade@gmail.com

Please refer to our Privacy Policy for more information about how Bihu Handmade handles personal information.

16. Complaints & Grievances

If you are dissatisfied with our products or services, please contact us and provide:

• Your name
• Order ID, if applicable
• Contact details
• Details of the complaint
• Supporting photographs/documents, where applicable

We will review the matter and attempt to provide an appropriate response.

17. Escalation

If your issue has not been resolved after contacting customer support, you may request that the matter be escalated for further review.

Escalation Email: bihuhandmade@gmail.com

Subject: Escalation Request — Bihu Handmade

Please include your previous communication and Order ID, if applicable.

18. Support Limitations

Our support team cannot:

• Request or access your UPI PIN
• Request your ATM/card PIN
• Request your banking password
• Ask you to share an OTP for unauthorized purposes
• Guarantee a refund before the applicable review
• Guarantee delivery by a specific date unless expressly confirmed
• Guarantee a particular natural henna stain result
• Modify a custom order after production has started where modification is not reasonably possible

19. Fraud & Security

Bihu Handmade will never ask you to install unknown applications, provide remote access to your device, or share confidential banking credentials in order to receive customer support.

Be cautious of individuals pretending to represent Bihu Handmade.

For official support, use the contact details published on our website:

+91 96352 21226
bihuhandmade@gmail.com

20. Third-Party Services

Some services, such as payment processing, shipping, or communication, may be provided by third-party service providers.

If an issue relates directly to a third-party service, we may need to coordinate with that provider before providing a final resolution.

21. Policy Updates

Bihu Handmade may update this Support Policy from time to time to reflect changes in our services, support channels, operating hours, or business practices.

The latest version will always be published on this page with the updated “Last Updated” date.

22. Contact Bihu Handmade

Bihu Handmade

Location: West Bengal, India
Phone / WhatsApp: +91 96352 21226
Email: bihuhandmade@gmail.com

Customer Support

Monday – Saturday: 10:00 AM – 7:00 PM IST

Email Response: Usually within 24–48 business hours
WhatsApp Response: Usually within 3 hours during support hours