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Terms & Conditions

 

Transaction Policies

Payments

Which currency can I pay in?

You can currently pay in LKR only. However, we do accept worldwide payments through Global Visa and Mastercard.

How do I make a payment?

To make a payment;

  • Select cart > Click “Proceed to checkout” > Enter delivery address for home delivery / select pick-up location > Click “Continue to payment” > Review order and select payment method (Credit/ Debit Card) > Submit card details > Click “Make Payment”

Can the payment method be changed after an order has been placed?

No. Unfortunately, once the order has been placed, the payment method cannot be changed.

What payment methods offered by Tribe.lk?

Tribe.lk offers the following payment methods:

  • Credit Card / Debit Card

Which credit cards are accepted for payment?

Tribe.lk accepts all major credit cards supported by VISA and Mastercard. Unfortunately, Amex card payments are not accepted as at now.

Your card details will be protected using the PCI DSS Compliance (The Payment Card Industry Data Security Standard) used by our payment gateway partners.

Will Tribe.lk keep my credit card details once the transaction is completed?

We do not retain your credit / debit card information after an order is completed; it is submitted directly to our payment gateway partners for payment processing.

You can be assured that every credit card transaction on Tribe.lk occurs within a secure environment.

Furthermore, your card details will be protected using the PCI DSS Compliance (The Payment Card Industry Data Security Standard) used by our payment gateway partners.

 

Shipping and delivery

I received an “Order Confirmation” email. When will I receive my item?

Your order will be delivered to you within 2-5 working days following the order confirmation email.

Will I get a call before delivery?

Not as standard procedure. As we work with multiple delivery partners, each of them have their own channels of communications, such as SMS, emails, or calls.

Typically, they do contact the customer, prior to their arrival, but we cannot guarantee that. If you are not available at the time of the delivery attempt, they will surely try to contact you. If they are unable to reach you, the courier partner will attempt a re-delivery at a later time.

How do I track my order?

You can track your order by clicking on ‘Profile’ (top-right corner). Select ‘Orders’ in the drop down menu to view details of your purchases.

Select the item / order you want to track and click “View”. The current status of the order (pending pick-up / in-transit / delivered) will be displayed against it.

What if I’m not at home during delivery?

If you are not available at the time of delivery, our courier partner will schedule a re-delivery attempt at another time.

Can I check the item before signing and accepting delivery?

No. The parcel can be opened, only after you have signed for the package. If there is an issue with the item, you can get in touch with our customer service team here and report it. We will be more than happy to assist you with the returns process.

What are the operating hours of Tribe.lk delivery service?

Because we work with multiple delivery partners, the operating hours for each delivery partner may differ. However, you can expect your item to be delivered between 8:30am to 7:30pm

Our delivery partners may contact you prior to the delivery attempt in order to coordinate the exact time of delivery.

I received a delivery confirmation email, but I have still not received my item?

In such cases, we advise you to check with friends or family members at your pickup location in case they have accepted the parcel on your behalf.

If you still fail to locate your parcel, you can reach out to our customer care team here, and we will be happy to assist you.

I ordered multiple items but received only one. Why?

Generally, we try to bundle all items to one delivery as much as possible (where multiple sellers are involved). But there can be instances where lead times differ between sellers. At such times, you may receive the items of your order across multiple deliveries.

However, if you ordered all the items from one seller and still find some items missing in your parcel, then please reach out to our customer care team by clicking here, and we will resolve the matter for you right away.

Can I pick my order from any of the Tribe stores?

Yes, you can. All you have to do is select ‘store pickup’, and the store you wish to do the pickup at, when placing the order.

Is it possible to get next day delivery?

Tribe.lk does not offer next day delivery as a guaranteed service at the moment. However, please be rest assured that we will try our best to ensure your parcel is delivered within the promised delivery time or with some luck, before.

What is the delivery fee charged by Tribe.lk?

Delivery charges for individual orders are based on the rate structure give below;

  • Item pickup and delivery within a single district - LKR 249

  • Item pickup and delivery between multiple districts - LKR 299

  • Item pickup and delivery to the Northern and Eastern regions - LKR 249

It should be noted the distance covered will consider the pick-up location of the item / product in addition to the delivery location.

 

Returns / Exchanges

How can I request a return for my order?

If you want to return a product, feel free to drop your request to our customer care team by clicking here and we will assist in returning your order.

For more details on the returns process, please refer to the Tribe.lk Return & Exchange policy.

Is it possible to exchange my order?

Exchanges are allowed only in the event that the item delivered carries a different specification to what was originally displayed on the site. If you wish to exchange your item to a new color or size, please contact our customer care team here in order to make a request for return and exchange. It should be noted that the price of the new item must be the same as the price at which you bought the original product.

However, we strongly encourage you to check product specifications / sizes / colours / material used, via spec chart provided on site (where applicable) or by directly contacting seller, prior to placing order.

Can I exchange a defective or faulty item?

Yes, you can. Please drop your request to our customer care team by clicking here and our team will assist you to return the defective / faulty item and place an order for a new one.

Can I get a refund on a defective or faulty item?

Unfortunately, Tribe.lk does not provide refunds on items sold. We can however, provide an exchange in replacing the defective / faulty item.

What are the situations in which I can request for a return?

A return can be requested in case of the following situations:

  • Item was damaged or defective

  • Wrong item was sent by the seller (Please note that the product image as seen on the Tribe website/app may or may not be an exact representation of the product shipped to you)

  • Wrong size/specifications

Which items are not eligible for return?

Given below is the list of products not eligible for return:

  • Lingerie and Nightwear

  • Swimwear

  • Shapewear

  • Underwear

  • Socks

  • Opened & used cosmetic items and makeup tools

  • Items found with traces of wear & tear

  • Items marked for ‘sale’ and ‘special discount’

Also, any item from which sale/product tags have been removed will not be accepted as a return. Products are considered sold, once tags are removed.

Can I return a part of my order?

Yes. In this case, you can submit your request to our customer care team by clicking here and we will process your return accordingly.

What is the time period within which a product is eligible for return?

Category

No. of days (after delivery)

Fashion items

07 days

Non- fashion items

03 days


Can the items be returned after the policy period?

Sorry, no items can be returned after the mentioned policy period.

Can I cancel my order?

Unfortunately, once placed; orders cannot be canceled. This policy is largely to safeguard our vendors who sometimes produce items specially for order.

Do I have to bear the shipping cost for a returned product?

While Tribe accept returns and exchanges, we would require you to mail/drop-off the returnable item at our office. We will however, deliver the replacement item at no additional cost.

Packages should be mailed to:

                 TRIBE I.N.C. (PVT) LTD
                 Level 02, No. 25, R.A.De Mel Mawatha,
                 Colombo 04,
                 Sri Lanka.

Does Tribe perform a quality check before accepting a return?

Yes, all products are checked for the following conditions:

  • Correct product: The product must have the original Tribe tag/seller tag/price tag/name/image/brand/serial-number/article-number/barcode

  • Unused product: The product should be unused, unwashed and unsoiled

Products/items submitted without meeting the above criteria, will not be accepted as a return that is eligible for exchange.