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Frequently Asked Questions (FAQs)

1. What types of brands do you have on Suspire?

Ans: Our carefully curated selection includes a variety of brands that align with our values of veganism, sustainability, and cruelty-free practices. You'll find clothing, accessories, beauty products, home goods, food, beverages, and more, all created with respect for the environment and animal welfare.

Our brands from the apparel, accessories, home and living categories make use of sustainable materials such as organic cotton, bamboo, hemp, linen, Tencel, and others. The brands in the footwear category make use of pineapple leather, apple leather, cactus leather, and vegan PU leather. The brands within the food and beverage, and beauty and personal care categories use 100% vegan and cruelty-free ingredients.

2. What does it mean for a product to be vegan, sustainable, eco-friendly, and cruelty-free?

Ans: At Suspire, we believe in promoting a compassionate and sustainable lifestyle. A vegan product means it contains no animal-derived ingredients or by-products. Sustainable and eco-friendly products are made using environmentally responsible practices, minimizing waste and carbon footprint. Cruelty-free indicates that no animal testing was involved during the production process.

3. How do you define "cruelty-free" products?

Ans: At Suspire, we define "cruelty-free" products as those that are not tested on animals at any stage of the production process. This means no animal testing is conducted by the brand, its suppliers, or any third parties involved. In addition to it, the product should not have any animal-derived ingredient either.

4. How does adopting a vegan lifestyle benefit the environment?

Ans: Embracing a vegan lifestyle has a profoundly positive impact on the environment. Animal agriculture is a major contributor to greenhouse gas emissions, deforestation, water pollution, and the depletion of natural resources.

By eliminating the consumption of animal products, vegans significantly reduce their carbon footprint and environmental impact. Additionally, plant-based diets require less land, water, and energy resources compared to livestock production, making them more sustainable and eco-friendly.

5. How does veganism help combat climate change?

Ans: Veganism plays a crucial role in combating climate change by reducing greenhouse gas emissions associated with animal agriculture. Livestock production accounts for a significant portion of global methane and nitrous oxide emissions, two powerful greenhouse gases.

By eliminating the demand for animal products, veganism helps to mitigate these emissions and reduces the environmental impact of food production. Additionally, plant-based diets generally have a lower carbon footprint, making veganism an effective way to lower an individual's contribution to climate change.

6. What are the environmental consequences of industrial animal farming?

Ans: Industrial animal farming, or factory farming, is detrimental to the environment in several ways. It contributes to deforestation, as vast areas of land are cleared to grow feed crops for livestock.

It also generates massive amounts of methane, a potent greenhouse gas, and contributes to water pollution through the improper disposal of animal waste. Furthermore, the transportation and processing of animal products consume substantial energy and resources, further exacerbating the environmental toll.

7. How do you choose which brands to feature on Suspire?

Ans: We have a rigorous vetting process to ensure that the brands we feature align with our values of veganism, sustainability, eco-friendly and cruelty-free practices. We thoroughly research each brand's sourcing, manufacturing processes, and ethical standards before considering them for our platform.

8. What certifications or third-party organizations do you rely on to verify a product's sustainability and eco-friendliness?

Ans: We rely on reputable third-party certifications and organizations to verify the sustainability and eco-friendliness of the products that our partner brands offer. These include PETA's Cruelty-Free and Vegan certifications, the Global Organic Textile Standard (GOTS), the Food Safety and Standards Authority of India (FSSAI), and others.

9. What are some specific examples of sustainable and eco-friendly practices employed by the brands on your platform?

Ans: The brands we feature employ various sustainable and eco-friendly practices, such as using organic or eco-friendly materials, implementing zero-waste initiatives, utilizing sustainable manufacturing processes, and promoting fair trade and ethical labour practices.

Many brands also prioritize using natural, azo-free dyes and minimizing water consumption during production.

10. How does fast fashion contribute to environmental degradation, and how do the brands on Suspire address this issue?

Ans: Fast fashion's rapid production cycles and disposable nature contribute significantly to environmental degradation through excessive resource consumption, waste generation, and harmful chemical usage.

The brands on Suspire address this issue by promoting slow fashion principles, producing high-quality, long-lasting items, and advocating for conscious consumerism.

11. Why does Suspire prioritize working with brands that use sustainable materials?

Ans: At Suspire, we are committed to promoting sustainability and minimizing our environmental impact. By partnering with brands that prioritize the use of sustainable materials, we can collectively reduce our carbon footprint and support ethical and eco-friendly practices.

These materials often have a lower environmental toll during production, are biodegradable, or are derived from renewable sources, making them a more responsible choice for the planet.

12. What are some examples of sustainable materials used by the brands on your platform?

Ans: The brands we feature at Suspire use a variety of sustainable materials, including organic cotton, bamboo, hemp, and plant-based vegan leathers. These materials are often obtained through environmentally conscious practices, such as using less water, avoiding harmful chemicals, or repurposing waste materials.

By offering products made from these sustainable materials, we provide our customers with ethical and eco-friendly choices.

13. Why do you feature PU leather brands?

Ans: We feature brands that use PU (polyurethane) leather as a cruelty-free and sustainable alternative to traditional leather. PU leather is a synthetic material that doesn't involve the unethical treatment of animals and has a lower environmental impact compared to animal-based leather.

While we acknowledge that it is not completely eco-friendly, it is the best currently available alternative to traditional leather. Once eco-friendly bio-leather options like piñatex leather, vegan cork leather, mushroom leather, cactus leather, etc. become readily available and affordable, we are going to phase-out PU leather from our website.

14. How do sustainable materials differ from conventional materials in terms of their impact on the environment?

Ans: Conventional materials, such as non-organic cotton, synthetic fabrics, and traditional leather, often have a significant environmental impact due to their production processes. These processes can involve the use of pesticides, toxic chemicals, excessive water consumption, and unethical labour practices.

In contrast, sustainable materials are typically produced through methods that minimize harm to the environment, conserve natural resources, and prioritize ethical and fair trade practices.

15. What are the benefits of using sustainable materials beyond their environmental impact?

Ans: In addition to their environmental benefits, sustainable materials often offer additional advantages. Many of these materials are more durable and long-lasting compared to their conventional counterparts, reducing the need for frequent replacements and minimizing waste.

They can also be more breathable, comfortable, and gentle on the skin, making them a preferred choice for individuals with sensitivities or those seeking a healthier lifestyle.

16. How does Suspire ensure that the brands it partners with are truly using sustainable materials?

Ans: At Suspire, we have a rigorous vetting process to ensure the authenticity and sustainability of the materials used by our partner brands. We thoroughly research each brand's supply chain, manufacturing processes, and certifications.

We also rely on third-party organizations and industry standards, such as GOTS (Global Organic Textile Standard) to verify the ethical and eco-friendly practices of our brands. Transparency and accountability are paramount in our partnerships.

17. Do you offer products for specific dietary restrictions (e.g., gluten-free, etc.)?

Yes, we understand the importance of catering to various dietary needs. Many of our products are clearly labelled with dietary information which is available in the product description, and you can filter through your search results to find options suitable for gluten-free, nut-free, or other specific dietary restrictions.

Product Information

1. How can I find detailed product descriptions and specifications?

Ans: Each product listing on our website includes a comprehensive description, materials used, care instructions, and other relevant details. You can all the product related information within the product description.

2. Are product images an accurate representation of the actual item?

Ans: Yes, we strive to provide high-quality, accurate images that depict the true colours, textures, and details of each product. However, please note that slight variations may occur due to screen capabilities, settings and lighting conditions.

3. How do I know if a product is in stock or available for purchase?

Ans: Product availability is clearly indicated on each listing. If an item is currently out of stock, you'll see a line of text that mentions that the product is currently out of stock.

4. Do you offer product bundles or sets?

Ans: Absolutely! We curate special product bundles and sets to provide added value and convenience to our customers. Keep an eye out for these offers on our website.

Made to Order or Personalization

1. Do you offer made-to-order or personalized products?

Ans: Yes, we work with various brands that offer made-to-order and personalized products. These items are customized or crafted specifically for each customer, allowing for unique designs or personalized touches.

2. How long does it take to receive a made-to-order or personalized item?

Ans: The turnaround time for made-to-order or personalized items can vary depending on the product and the brand. Generally, you can expect a longer lead time compared to ready-made items, typically ranging from 2 to 3 weeks. Specific lead times will be provided during the ordering process.

3. What are the limitations or restrictions on customizations or personalization?

Ans: The limitations or restrictions on customizations and personalization may vary depending on the product and the brand. Some items may have set customization options, while others may allow for more open-ended personalization. For any information related to limitations on customizations, please reach out to our customer service team via email at support@suspire.in.

4. Can I request a specific font or design for personalized items?

Ans: If you have a specific font or design in mind, you can reach out to our customer service team via email at support@suspire.in to inquire about the possibility of accommodating your request.

Gift Wrapping

1. Do you offer gift wrapping services?

Ans: We currently do not offer traditional gift wrapping services. However, we understand the desire to present purchases as thoughtful gifts, and eco-friendly gift wrapping options will be available on our website soon.

2. Can I send an e-gift message with my order?

Ans: Yes, absolutely! We offer the option to send an e-gift message to the intended recipient of your order. To include an e-gift message, simply provide the recipient’s email address and the message you'd like to send to our customer service team via email at support@suspire.in.

Shipping and Delivery

1. What shipping options do you offer, and how are shipping costs calculated?

Ans: We offer standard shipping option through reputable carriers like DTDC, Delhivery, Blue Dart, and others. Shipping costs are different based on different tiers for both prepaid and cash-on-delivery order during checkout. You'll see the shipping rates before finalizing your purchase.

2. What are the different shipping rates/tiers?

Ans: We offer different shipping rates for the different types of orders, i.e., prepaid, partially-paid, and cash-on-delivery orders. They are as follows:

i) Prepaid Orders:
a) All prepaid orders are eligible for free delivery.

ii) Cash on Delivery (COD):
a) Available for orders up to INR 3000 with a COD convenience charge of INR 89. The availability of COD on any product will be solely determined by Suspire.
b) Not available for orders exceeding INR 3000.

iii) Partial Payment:
a) The Partial Payment option is available for orders with a cart value between INR 399 and INR 5000. Customers opting for this payment method will get free shipping by paying an initial amount of INR 100 at checkout, with the remaining balance payable upon delivery. There will be no additional shipping or COD convenience charges applicable to this option.

Please note: Shipping charges may change. We recommend verifying final costs at checkout.

3. How long does standard shipping typically take?

Ans: Standard shipping times can vary depending on your location, but generally, you can expect to receive your order within 5-7 business days from the date of shipment.

4. Do you offer expedited shipping options?

Ans: No, currently we only offer standard shipping. However, expedited shipping options are soon going to be available on our website. So, those who need their orders delivered more quickly can opt for that option. These options would be presented during the checkout process, along with the associated fees and estimated delivery times.

5. How can I track my order?

Ans: Once your order has shipped, you'll receive a tracking number via email. You can use this number to track the progress of your shipment on the carrier's website or through the tracking link provided in the email.

6. How are orders packaged to ensure environmentally friendly shipping?

Ans: We are committed to minimizing our environmental impact, including in our packaging and shipping practices. Wherever possible, we use eco-friendly, recyclable, and biodegradable materials for packaging, and our shipping partners are carefully selected based on their sustainability efforts and carbon offset programs.

7. What should I do if my package is damaged or lost during transit?

Ans: If you receive a damaged or lost package, please contact our customer service team via email at support@suspire.in immediately with your order details. We will work with you to investigate the issue and arrange for a replacement or refund, as appropriate.

8. What should I do if I need to coordinate with the delivery person to deliver at a particular time?

Ans: If you have any specific concerns or requirements related to delivery, please feel free to reach out to our customer service team via email at support@suspire.in, and we'll be happy to assist you further in coordinating with the carrier for your delivery.

9. Is it possible to deliver made-to-order products early?

Ans: For made-to-order or custom products, the delivery timeline is often dependent on the production process and the specific requirements of your order. However, if you have a specific deadline or need your made-to-order product delivered sooner, please reach out to our customer service team via email at support@suspire.in. We'll consult with the respective brand to determine if it's possible to expedite the production and delivery process for your order. Additional fees may apply for expedited service.

10. Are there any hidden charges that are levied on my order?

Ans: At Suspire, we believe in complete transparency and strive to provide a hassle-free shopping experience. All charges associated with your order, including the product cost, applicable taxes, and shipping fees, are clearly displayed during the checkout process.

Payments and Pricing

1. What payment methods do you accept?

Ans: We accept major credit cards, debit cards, internet banking, as well as secure online payment methods like UPI, and cash-on-delivery and partial payments too. We strive to provide a safe and convenient payment experience for our customers.

2. Are there any additional fees or taxes applied to your orders?

Ans: For cash-on-delivery orders, in addition to the standard shipping fee, we charge an additional COD convenience charge of Rs. 30, which is clearly communicated in the price breakup during checkout. Apart from that, there are no hidden or additional fees or taxes applied to your order.

3. Do you offer any discounts or promotions?

Ans: Yes, we regularly offer discounts, promotional codes, and special offers. Be sure to sign up for our newsletter or follow us on social media to stay updated on the latest deals and promotions.

4. Do you offer any subscription or membership options for discounted pricing?

Ans: At this time, we do not offer subscription or membership options. However, we frequently run promotions and discounts, which are communicated through our newsletter and social media channels. Be sure to sign up to stay informed about our latest offers.

5. What should you do if you face issues with the payment process during checkout?

Ans: If you encounter any issues or have concerns regarding payment during the checkout process, please don't hesitate to reach out to our customer support team via email at support@suspire.in. Please provide detailed information about the issue you're experiencing and out customer support team will assist you promptly.

Returns, Refunds, and Cancellations

1. What is your return and exchange policy?

Ans: We want you to be completely satisfied with your purchase. If you're not happy with an item, for most of our products, you can return it within 7 days of delivery for a full refund or exchange. Please refer to our detailed return policy for specific guidelines and exceptions.

2. How do I initiate a return or exchange?

Ans: To initiate a return or exchange, please reach out to us via email at support@suspire.in. Our customer support team will be happy to assist you through the process.

3. Within how many days of delivery can a product be returned?

Ans: You have 7 days from the date of delivery to initiate a return for most products purchased from Suspire. The item(s) must be in new, unworn, and unused condition with all original tags and packaging intact.

4. Are there any exceptions to your return policy (e.g., for made-to-order or personalized items or anything else)?

Ans: Yes, there may be exceptions to our standard return policy for made-to-order, personalized items, food and beverages, undergarments, and others. These exceptions will be clearly stated on the product page and in our return policy. Generally, these types of items are non-refundable or non-returnable. More details about it are available in our return policy.

5. How should I pack the products for returns?

Ans: When returning an item, please package it securely in its original packaging with all the contents, and tags that we’re originally in the packaging.

6. How long does it typically take to process a refund?

Ans: Once we receive and process your returned item, we aim to issue refunds within 7-10 business days. The refund will be credited back to your original payment method or as a Suspire Gift Card, based on your choice.

7. When does a refund or replacement get declined?

Ans: A refund or replacement may be declined if the return request falls outside of our 7-day return window, or if the product shows signs of wear, damage, or use beyond what is considered normal try-on or inspection. Refunds and replacements may also be declined for made-to-order, personalized items, food and beverage products, undergarments, etc. which are typically non-refundable. More details about this are available in our return policy.

8. Can I cancel a product that has just been ordered?

Ans: Yes, you can cancel an order for a product that has just been placed, within 24 hours, and is still in the processing stage. As long as the order has not been shipped yet, you can cancel it by contacting our customer support team via email at support@suspire.in.

9. Can I cancel a product after it has been shipped?

Ans: Once an order has been shipped, we cannot cancel the order itself. However, you can choose to return the product once it arrives, following our standard return policy and procedures.

10. Is it possible to return one of the many products that I have purchased?

Ans: Yes, absolutely. If you have purchased multiple products in a single order, you can choose to return one or more of them individually, as long as they meet the return policy criteria. You do not need to return the entire order if you are satisfied with some of the items. To initiate a return for a single product in your order, please contact our customer support team via email at support@suspire.in.

Managing Your Account

1. How do I create an account on Suspire?

Ans: Creating an account is easy! Simply click on the "Create Account" button on our website, and follow the prompts to enter your personal information and create a secure password.

2. Can I save my payment information and shipping addresses for future purchases?

Ans: Yes, absolutely. Once you've created an account, you can securely save your payment information and multiple shipping addresses for a seamless checkout experience during future purchases.

3. Can I save multiple shipping addresses in my account?

Ans: Absolutely. Our account management system allows you to save multiple shipping addresses for your convenience. This feature is particularly useful if you frequently ship orders to different locations or need to send gifts directly to recipients.

4. Can I set up email notifications for new product arrivals, sales, or promotions?

Ans: No, we currently do not offer the option to set up email notifications directly on our website. However, you can follow us on social media platforms like Instagram, Facebook, and Twitter, as well as subscribe to our newsletter to stay informed about new arrivals, sales, and promotions at Suspire. Our newsletter and social media channels are the best ways to receive the latest updates and exclusive content from us.

5. How do I unsubscribe from marketing emails or newsletters?

Ans: If you no longer wish to receive marketing emails or newsletters from Suspire, you can unsubscribe at any time by clicking the "Unsubscribe" link at the bottom of the emails.

Rewards Program

1. Do you have a loyalty or rewards program for customers?

Ans: Yes, we value our loyal customers and offer an exclusive rewards program through Suspire Coins. By signing up, you'll earn points for every purchase, which can be redeemed for discounts, and other perks.

2. What are the benefits of the rewards program?

Ans: Through our rewards program, our loyal customers can earn Suspire Coins for every rupee they spend on the website. These coins can then be redeemed and converted into coupons, which can then be used on your future purchases.

3. How do I sign up for the rewards program?

Ans: You can sign up for our rewards program by creating an account on our website. You can access the rewards by clicking on the gift icon in the lower left corner of the screen on your desktop or mobile device.

4. How do I earn and redeem Suspire Coins?

Ans: You'll earn a Suspire Coin for every rupee that you spend while making a purchase on our website. Once you've accumulated enough coins, you can redeem them for rewards like discount coupons, or coupons for our partner brands. Check your rewards’ section for more details.

Sustainability Initiatives

1. What sustainability initiatives or programs does Suspire support or participate in?

Ans: At Suspire, we are committed to reducing our environmental impact through various initiatives. We partner with organizations that promote reforestation, and coral-tile plantation to offset our carbon footprint.

2. How do you offset your carbon footprint or minimize environmental impact?

Ans: We continuously strive to minimize our environmental impact through eco-friendly packaging and carbon offset programmes. We offset our carbon emissions by partnering and supporting NGOs that promote tree and coral-tile plantation.

3. Do you partner with any environmental organizations or charities?

Ans: Yes, we proudly collaborate with reputable environmental organizations and charities that align with our mission. A portion of our proceeds is regularly donated to support their vital work in reforestation, coral-tile plantation and sustainability efforts.

4. How can customers contribute to your sustainability efforts?

Ans: We encourage our customers to join us in our sustainability journey. You can contribute by shopping consciously, reducing waste, and supporting our eco-friendly initiatives. We also welcome suggestions and feedback on how we can further improve our sustainability practices.

Community and Feedback

1. How can customers provide feedback or suggestions for improving your platform?

Ans: We value our customers' feedback and suggestions, as they help us continuously improve our products, services, and overall shopping experience. You can submit feedback through our website's "Contact Us" by reaching out to our customer service team via email or social media.

2. Do you have any brand ambassadors or influencers who promote your products?

Ans: Yes, we collaborate with influencers who share our values and promote our products to their communities. These individuals are carefully chosen for their authenticity, passion for sustainability, and alignment with our brand's mission.

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