Placing an order on the Athence website is quick and easy:

1. Browse Products: Visit www.athence.com and explore our range of skincare, haircare, and body care products.

2. Add to Cart: Click on your desired product, select any preferences (like quantity or variant), and click “Add to Cart.”

3. View Cart: Once you're done shopping, click on the cart icon (top right corner) to review your selected items.

4. Proceed to Checkout: Click “Checkout” to continue.

5. Enter Details: Fill in your shipping address, contact information, and select your preferred payment method.

6. Place Order: Review your order summary and click “Place Order.”

7. Confirmation: You’ll receive an order confirmation email and SMS with all the details.

Yes, you can place an order on the Athence website without creating an account.

At checkout, simply enter your shipping and contact details as a guest user. However, we recommend creating an account to:

• Easily track your orders and delivery status

• Save your address and payment details for faster checkout

• Access exclusive member-only offers and early product launches

• View your order history in one place

Signing up is quick and enhances your shopping experience!

Applying a coupon code on the Athence website is simple:

1. Add Products to Cart: Choose your favorite products and add them to your cart.

2. Go to Checkout: Click on the cart icon and then select “Checkout.”

3. Enter Coupon Code: On the checkout page, you'll see a field labeled “Discount Code” or “Apply Coupon.”

4. Apply the Code: Enter your valid coupon code and click “Apply.”

5. Check Discount: The discount will be reflected in your order total immediately.

Note:

• Some discounts may not be applicable on combos or already discounted items.

• Only one coupon code can be used per order.

• Ensure the code hasn’t expired and meets the minimum purchase criteria (if any).

Need help? Reach out to our customer support team anytime.

Pilgrim offers a variety of secure and convenient payment options:

1. Credit & Debit Cards (Visa, MasterCard, Maestro, RuPay, American Express)

2. UPI (Google Pay, PhonePe, Paytm, BHIM, etc.)

3. Net Banking (All major Indian banks)

4. Wallets (Paytm, Mobikwik, Freecharge, etc.)

5. Cash on Delivery (COD) – Available on select pin codes with an additional fee, if applicable.

All payments are processed through secure and encrypted gateways to ensure a safe shopping experience.

Once you successfully place an order on the Athence website, you’ll receive an order confirmation through:

• Email: Sent to the email address you provided during checkout

• SMS: Sent to your registered mobile number

This confirmation will include your order number, items purchased, billing/shipping details, and estimated delivery timeline.

If you don’t receive a confirmation within a few minutes:

• Check your spam or promotions folder

• Ensure the email/mobile number entered was correct

• Still no update? Reach out to us at support@athence.com with your payment reference

You can request a change to your shipping address only if the order hasn’t been shipped yet.

To update your address:

1. Contact us immediately at support@athence.com or via our customer care number.

2. Mention your order number and the correct address details.

3. Our team will confirm if the change is still possible based on the order status.

Note:

• Once the order is dispatched, we won’t be able to modify the address.

• For shipped orders, you can track and coordinate with the courier for possible rerouting (subject to courier policies).

No, there is no minimum order value required to shop on the Pilgrim website.

You can purchase any product regardless of price. However, to avail free shipping, a minimum cart value may be required (usually ₹500 or more). Shipping charges for lower-value orders, if any, will be clearly shown at checkout.

Keep an eye out for ongoing offers—sometimes free shipping is available on all orders during special promotions!

To check your order status on the Athence website:

1. Log in to your account at www.athence.com

2. Go to “My Orders” under your account dashboard

3. Click on the relevant order to view its current status, tracking link, and delivery timeline

If you placed the order as a guest, you can:

• Use the tracking link sent via email or SMS after the order is shipped

• Or contact customer support with your order ID or registered mobile number

racking your Athence order is easy:

1. Once your order is shipped, you’ll receive a shipping confirmation email and SMS with a tracking link.

2. Click on the link to view real-time updates about your shipment’s location and estimated delivery date.

3. Alternatively, if you have an account:

   • Log in at www.athence.com

   • Go to “My Orders”

   • Click on the specific order to access the tracking link

Note: Tracking may take a few hours to activate after shipment, especially during weekends or holidays.

If you haven’t received your order confirmation email within a few minutes of placing your order:

✅ Check the following first:

• Spam or Promotions folder in your email inbox

• Ensure you entered the correct email address during checkout

• If you used guest checkout, double-check the mobile number for the confirmation SMS

📩 Still no email?

• Wait for up to 30 minutes (occasionally, emails can be delayed)

• Contact us at support@athence.com with:

  • Your full name

  • Mobile number used during checkout

  • Any payment reference or screenshot

Our support team will verify and resend the confirmation promptly.

If your tracking link isn’t working or showing updates, try the following:

🔁 Give it some time:

• Tracking links may take up to 24 hours to activate after dispatch.

• If your order was shipped recently, updates might not reflect immediately.

🧹 Check your browser/device:

• Try opening the link in a different browser or on another device.

• Clear cache or refresh the page.

📦 Still not working?

• Copy the tracking ID from the email/SMS and visit the courier’s official website to track manually.

• Or, reach out to us at support@athence.com with:

  • Your order number

  • A brief note about the issue

We’ll assist you with live tracking updates or escalate the issue with the courier if needed.

Once your order is successfully placed, it typically goes through the following stages:

1. Order Processing: Within 24 hours of placement (excluding Sundays & holidays)

2. Dispatch: Orders are usually shipped within 1–2 business days

3. Shipping Notification: You’ll receive an email and SMS with tracking details once your order is shipped

Note:

• Orders placed during high-demand periods (sales or festivals) may take slightly longer to process

• You can always check your order status under “My Orders” or through the tracking link

Athence offers free shipping on orders above a certain cart value:

• Orders above ₹500: ✅ Free shipping

• Orders below ₹500: A nominal shipping fee (usually around ₹49) is applied at checkout

Cash on Delivery (COD):

• May include an additional COD fee depending on your location and order value

• Will be clearly shown during checkout

Shipping charges (if any) will be transparently displayed before you make the payment—no hidden fees.

Yes, Athence delivers to most locations across India.

To check if we deliver to your area:

1. Go to any product page on www.athence.com

2. Click on “Check Delivery” or enter your pincode in the delivery checker field

3. The system will instantly confirm whether delivery is available at your pincode and provide an estimated timeline

Note:

• Some remote or restricted regions may have limited or no service.

• COD availability may also vary by pincode.

At the moment, Athence does not offer scheduled or date-specific delivery through the website.

All orders are processed and shipped as quickly as possible, and delivery timelines are determined by the courier partner based on your location.

However, you can try the following:

• After your order is shipped, use the tracking link to get updates and contact the courier directly to request a preferred delivery time or date (subject to their policy).

• For special delivery requests (e.g., gifts or bulk orders), you can reach out to us at support@athence.com. We’ll do our best to help.

We’re working on expanding our delivery features and hope to offer flexible delivery options soon!

ou can cancel your order only if it hasn’t been processed or shipped yet.

🛑 To cancel your order:

• Email us at support@athence.com

• Include your order number and reason for cancellation

• Our team will confirm the cancellation and process your refund (if prepaid)

⚠️ Important Notes:

• Orders cannot be canceled once they are shipped or out for delivery

• In such cases, you can refuse delivery when it arrives. Once we receive the returned item, a refund will be initiated (if applicable)

• For Cash on Delivery (COD) orders, no refund is needed as no payment was made

We recommend contacting us immediately after placing the order if you change your mind.

We understand how frustrating that can be. If your order status says “Delivered” but you haven’t received it:

🕵️‍♂️ First, double-check:

• Ask family members, neighbors, or your building security if they accepted the package on your behalf

• Recheck the delivery address in your order confirmation

📞 Next, contact us immediately:

• Email us at support@athence.com

• Include your order number and any relevant details

• Our support team will:

  • Verify with the delivery partner

  • Share proof of delivery (POD) if available

  • Initiate a resolution or replacement based on investigation

We take delivery issues seriously and will ensure a quick and fair resolution.

You can request to modify your order only if it hasn’t been processed or shipped yet.

🛠️ To modify your order:

• Email us as soon as possible at support@athence.com

• Mention your order number and the changes you'd like (e.g., product, quantity, address)

Our team will confirm whether the modification is possible based on your order status.

Please note:

• Once the order is processed or dispatched, modifications (including product changes) are no longer possible.

• In such cases, you may opt to cancel the order (if eligible) and place a new one.

We’re sorry for the inconvenience! If your payment was successful but you didn’t receive an order confirmation:

✅ Step 1: Wait a few minutes

• Sometimes, order confirmation may be delayed due to network or server lag

• Check your email inbox, SMS, and spam folder

🧾 Step 2: Gather your payment details

• Note the transaction ID, payment method, amount, and time of payment

• Take a screenshot of the payment confirmation (from bank or wallet)

📩 Step 3: Contact us

• Email us at support@athence.com

• Share your name, email/mobile number, and payment proof

• Our team will verify and:

  • Place the order manually or

  • Issue a full refund if the order wasn’t captured

We ensure that your money is always safe and every genuine issue is resolved promptly.

es, but only if your order has not been processed or shipped yet.

🔄 To request changes:

• Email us at support@athence.com as soon as possible

• Include your order number and clearly mention:

  • The new product(s) or quantity you want to update

  • Any products you’d like to remove or replace

⚠️ Please note:

• Once your order is shipped, modifications are not possible

• If the shipment is already in transit, you may:

  • Refuse delivery, or

  • Place a new order and return the previous one (as per our return policy)

We recommend reaching out immediately after placing the order for a higher chance of successful changes.

Currently, Athence does not support merging or combining multiple orders once they are placed.

Each order is processed individually to ensure quick dispatch and smooth tracking, which means:

• If you place two separate orders, they will be packed and shipped separately

• Shipping charges (if applicable) will apply to each order independently

✅ Tip:

If you haven’t placed the second order yet, consider canceling the first (if it's still unprocessed) and placing a single combined order instead. For help, email us at support@athence.com right away.

We’re always working to improve flexibility in our order process—stay tuned!

🔁 To return or exchange a product:

1. Initiate the request within 7 days of delivery

2. Email us at support@athence.com with:

   • Your order number

   • Reason for return/exchange

   • Clear images of the product (if damaged or incorrect)

3. Our team will verify and arrange for a reverse pickup (if eligible)

4. Once we receive and inspect the product, a refund or replacement will be processed

📌 Important Guidelines:

• Products must be unused, in original packaging, and with seals intact

• Opened or used products cannot be returned due to hygiene and safety reasons, unless defective

• Some items may be non-returnable (e.g., free gifts, trial packs, or combos)

We’re here to ensure you’re completely satisfied—reach out anytime!

Athence’s return and refund policy is designed to be simple and customer-friendly:

🔁 Return Policy

• You can request a return or exchange within 7 days of delivery

• Returns are accepted only for:

  • Wrong item received

  • Damaged product

  • Expired product

• Product must be unused, with original packaging and seal intact

• Opened or used products are not eligible for return (due to hygiene standards)

💸 Refund Policy

• Once we receive and inspect the returned product, a refund will be initiated within 5–7 business days

• Refund will be processed to the original payment method

• For Cash on Delivery (COD) orders, you’ll be asked to provide bank details or UPI ID for the refund

• In case of cancellation (before shipping), the refund is initiated within 24–48 hours

We’re truly sorry for the inconvenience. If you’ve received a wrong, damaged, or expired product, we’ll make it right.

🚨 Steps to report the issue:

1. Email us at support@athence.com within 48 hours of delivery

2. Include the following details:

   • Order number

   • Clear photos of the product, packaging, and shipping label

   • A brief description of the issue

🛠️ Resolution process:

• Our team will verify and arrange a replacement or refund (based on your preference and product availability)

• In some cases, we may arrange a reverse pickup

• Refunds are typically processed within 5–7 business days after approval

We take quality seriously and strive to ensure every customer receives the right product in perfect condition.

Refunds at Athence are processed promptly once your return or cancellation is approved.

⏳ Refund Timelines:

• Prepaid Orders:

  • Refunds to credit/debit cards, UPI, wallets, or net banking are typically processed within 5–7 business days after the return is received and inspected

• Cash on Delivery (COD) Orders:

  • Once approved, you’ll be asked to share your bank account or UPI details

  • Refund is processed within 5–7 business days of receiving your bank info

• Order Cancellations (before shipping):

  • Refunds are initiated within 24–48 hours

✅ Note:

• Refund timelines may vary slightly depending on your bank or payment provider

• You’ll receive an email or SMS confirmation once your refund is initiated

Yes, in most eligible cases, Athence provides a full refund including shipping charges.

💸 You will receive a full refund (including shipping) if:

• The product delivered was wrong, damaged, expired, or defective

• The return was approved after proper verification

• The issue was reported within the required timeframe (usually within 48 hours of delivery)

🚫 Shipping charges may not be refunded if:

• You return the product for personal reasons (e.g., change of mind) and the item was delivered correctly and in good condition

• You cancel the order after it has already been shipped

Each return is reviewed case-by-case to ensure fairness.

If you're unsure about your eligibility, feel free to contact us at support@athence.com—we're here to help!