Question 1

How do you decide what to stock?

Accepted Answer

Every product goes through an intake review before it can be listed: chemical migration testing (EN 71-3), mechanical and physical safety (EN 71-1), cord and drawstring safety for apparel (EN 14682), and an off-gassing check. We ask for test reports, not marketing claims. Roughly one in nine submissions passes.

Question 2

Are your products paediatrician approved?

Accepted Answer

Every safety claim published on this site is reviewed by a practising paediatrician before it goes live. That means the claims are verified — it does not mean a doctor personally endorses each product, and we would be suspicious of any retailer who said otherwise.

Question 3

What does 'non-toxic' mean on your site?

Accepted Answer

Nothing, which is why we do not use it on its own. Where we make a materials claim we state the standard and the measured figure — for example 'formamide tested below 5 mg/kg to EN 71-3'. If you ever find a bare 'non-toxic' claim on a Zivora page, tell us and we will fix it.

Question 4

Are your fabrics safe for newborn skin?

Accepted Answer

Our baby range is certified to OEKO-TEX Standard 100 Product Class I, which is the strictest class and the one intended for products in prolonged contact with a baby's skin. Organic pieces are additionally GOTS certified, and we print the certificate number on the product page.

Question 5

Do your products contain BPA or phthalates?

Accepted Answer

No. Our intake standard excludes BPA, phthalates, formamide, lead and PVC across the whole catalogue. Test figures are published in the Safety section of each product page.

Question 6

How long will my order take?

Accepted Answer

Orders placed before 2pm are dispatched the same working day. Metro cities typically receive delivery in 2–3 working days, other serviceable pin codes in 4–6. You will get a tracking link by email and SMS as soon as it leaves us.

Question 7

Is delivery free?

Accepted Answer

Free on orders over ₹1,499. Below that, standard delivery is ₹99. Express delivery is ₹199 and available on most metro pin codes at checkout.

Question 8

Can I track my order without an account?

Accepted Answer

Yes — use the order tracking page with your order number and the email address you checked out with. No login needed.

Question 9

Do you deliver everywhere in India?

Accepted Answer

We deliver to over 24,000 pin codes. You can check yours on any product page before ordering, and at checkout. If we cannot reach you, we will say so before you pay rather than after.

Question 10

What is your returns policy?

Accepted Answer

15 days from delivery, for any reason. Size exchanges are free including return shipping. Refunds go back to the original payment method within 5–7 working days of us receiving the item.

Question 11

Do I need the original packaging?

Accepted Answer

No. We only ask that tags are still attached and the item is unworn and unwashed. We know the box gets recycled the moment it arrives.

Question 12

How do I exchange for a different size?

Accepted Answer

Start it from your account under Orders, or reply to your order confirmation email. We send a pickup and dispatch the replacement as soon as the courier scans the return — you are not waiting for it to reach our warehouse.

Question 13

What if something arrives damaged or smells of chemicals?

Accepted Answer

That is a product fault, not a return. Send us a photo and we will replace it immediately at our cost, and pull the batch for re-testing. Off-gassing in particular is something we treat as a failure of our intake process.

Question 14

Can a gift be exchanged without the giver finding out?

Accepted Answer

Yes. Gift orders ship with prices hidden on the packing slip, and the recipient can exchange sizes using the order number on that slip. The giver is not notified.

Question 15

Which payment methods do you accept?

Accepted Answer

UPI, all major credit and debit cards, net banking, popular wallets, and cash on delivery on orders under ₹10,000.

Question 16

Is it safe to enter my card details?

Accepted Answer

Payments are processed by a PCI-DSS Level 1 certified gateway over a 256-bit encrypted connection. Card numbers never touch our servers and we do not store them.

Question 17

When am I charged?

Accepted Answer

At the point of order. If an item turns out to be unavailable we refund that line automatically within 24 hours and tell you before dispatch.

Question 18

How do I choose the right size?

Accepted Answer

Use height in centimetres rather than the age label — age sizing is a marketing convention with no standard behind it. Our size guide is a centimetre chart with the three measurements that matter. Between sizes, size up: our fabrics are pre-shrunk, so they will not shrink into the smaller size.

Question 19

Will colours match the photographs?

Accepted Answer

Closely, but screens vary. Every product page lists the colour name and a swatch sampled from the actual garment. If the colour is not what you expected, that is a valid free return.

Question 20

Are your products authentic?

Accepted Answer

We buy direct from brands or their authorised distributors. We do not source from marketplaces or grey-market importers, which is why our catalogue is smaller than it could be.

Question 21

Do you restock sold-out items?

Accepted Answer

Usually. Add your email on the product page and we will tell you the moment it lands — one message, no marketing attached.

Questions, answered properly

Safety & materials

Orders & delivery

Returns & exchanges

Payments & security

Sizing & products

Didn't find it?

Free delivery over ₹1,499

15-day free exchanges

Secure payments

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