Grievance Redressal

1. Try support first

Most problems — a late parcel, a wrong or damaged piece, a refund that has not arrived — are settled fastest by our customer care team. WhatsApp or email them from the contact page, or check where your parcel is on the order tracking page first. Please have your order number to hand; it begins with BLG and is on your confirmation email.

If customer care has not resolved it, or you would rather escalate straight away, write to the Grievance Officer below.

2. Grievance Officer

Appointed under Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

3. What to include

The more of this you can give us, the faster it moves:

• Your order number and the email or phone you used at checkout.
• What went wrong, in your own words, and when you noticed.
• Photographs, where the complaint is about the piece itself or its packaging.
• What you would like us to do — replace, refund, or something else.
• Any earlier reference number from customer care, if you have already written in.

4. How long it takes

• Acknowledgement — within 48 hours. You will receive a written acknowledgement with a complaint reference number.
• Resolution — within one month of receiving the complaint, as required by Rule 4(6). Most are settled well inside that; anything that needs a courier investigation or a bank reversal takes the longest, and we will tell you where it is rather than leave you waiting.
• Refunds, once approved, are returned to the original payment method and are subject to the timelines in our Return & Refund Policy.

5. If you are still not satisfied

Nothing here takes away your rights under the Consumer Protection Act, 2019. If our response does not settle the matter, you may approach the National Consumer Helpline on 1915 or consumerhelpline.gov.in, file a complaint on the e-Daakhil portal, or approach the consumer commission with jurisdiction over your address.

6. Seller details