Sachin and Babi — Comprehensive Customer Service Guide (Expert)

Overview and Purpose

Sachin and Babi is a contemporary luxury womenswear label known for embellished eveningwear, bridal, and couture-adjacent ready-to-wear. Excellent customer service for this type of product must balance high-touch personalization (fit, alterations, special-order fabrics) with robust e-commerce operations (accurate SKUs, tracking, returns and international duties). This guide explains practical steps and expectations so you — whether a retailer, stylist, or end customer — can resolve issues quickly and get the best value from every purchase.

The recommendations below synthesize industry best practices for boutique fashion labels in North America and Europe as of 2024: clear order-status visibility, a 14–30 day inspected-return window for unworn merchandise, prompt escalation paths for damaged goods, and a standard set of care/alteration services tailored to embellished garments.

Contact Channels, Hours, and First Response

Primary contact should be through the brand’s official site: https://sachinandbabi.com (confirm the URL shown on your invoice). Typical contact channels are: email (for documented request and attachments), a customer service phone line (for time-sensitive issues), and an appointment request form for studio/showroom visits. Many brands supplement these with social media DMs and a live chat widget — useful for short inquiries but not for disputes or returns.

Best-practice response targets: initial acknowledgement within 24 hours and a substantive reply or action plan within 72 hours on business days. If you need faster service, indicate “URGENT” in the subject line and include a direct callback number and a reasonable time window (e.g., “Please call between 10:00–12:00 ET”). Always verify business hours on the site; many luxury labels operate Mon–Fri and close weekends or have limited showroom hours by appointment.

Order Processing, Shipping, and Costs

Order workflow to expect: confirmation email immediately after purchase, “processing” status within 24 hours, and “shipped” with carrier/tracking within 1–3 business days for stock items. Domestic ground shipping windows for North America are commonly 2–7 business days; expedited options are usually 1–3 business days. International transit commonly ranges 7–21 business days depending on customs clearance.

Typical shipping costs for a boutique label: domestic standard $8–$25, expedited $25–$75, and international $30–$150 depending on weight and insured value. Many boutiques offer free standard shipping on orders above a threshold (commonly $250–$500). If you are paying duties and taxes up front, ask for a Delivered Duties Paid (DDP) option; otherwise expect customs brokerage and duty to be billed on delivery.

Returns, Exchanges, and Refund Timelines

Standard policy elements to confirm on your invoice: return window (commonly 14–30 calendar days from delivery), condition (unworn, original tags, all packaging), and exclusions (final-sale items such as heavily discounted or made-to-order garments). Damaged or incorrect items should be reported within 48–72 hours with photos; the brand typically authorizes a prepaid return label for verified damage.

Refund timelines often follow this sequence: carrier receipt → inspection (2–7 business days) → refund issued to original payment method (3–10 business days after inspection). Total calendar time from initiating a return to funds appearing on your account is typically 7–21 business days. Exchanges may require a new order placement for popular sizes; expect turnaround for an exchange of 7–21 business days from receipt of the returned item to shipment of the replacement.

Repairs, Alterations, and Garment Care

Because Sachin and Babi garments frequently use sequins, beading, and delicate silk blends, routine home washing is usually not appropriate. The universal recommendation is professional wet-cleaning or dry-cleaning depending on the care label. Light maintenance costs (annual dry-clean) commonly run $10–$45 for simple pieces; intricate beaded garments may cost $60–$200 due to hand-finished solvent cleaning and protective packaging.

Alteration costs vary by region and complexity: hemming a simple skirt $20–$45, taking in a seam $30–$120, and bespoke sequin rework $75–$300. For major alterations or repairs, ask whether the label provides an in-house atelier or a recommended local partner. If a warranty or repair promise is offered, obtain the written terms (duration, coverage, and whether shipping is paid by the brand).

In-Store, Trunk Shows, and Private Appointments

Schedule private appointments at least 48–72 hours in advance. For trunk shows and major seasonal launches (resort, pre-fall, bridal), brands typically publish calendars on their website and partner retailers provide one-week booking windows for consultations. Bring invoices, SKU numbers, measurements, and any provenance for previous alterations to speed up fit decisions.

Price ranges for context: ready-to-wear pieces commonly range from approximately $300 to $2,500; evening gowns and bridal can range $1,200 to $8,000+ depending on customization and fabric. Always ask if in-store promotions apply to online orders and whether alterations are discounted at the boutique.

Escalation, Dispute Resolution, and Performance Expectations

If standard customer-service channels do not resolve an issue, escalate by requesting a manager or the returns team leader and ask for an internal case number. For card-not-refunded disputes, note the card issuer dispute window (generally 60–120 days) and retain all supporting documents (invoice, return tracking, emails). Many customers see resolution within 7–14 days after escalation when the brand assigns a dedicated case handler.

Operational KPIs you can expect from a well-run label: first-response under 24 hours, issue resolution within 3–10 business days, and a defect-resolution rate exceeding 90% on verified damaged items. If you track Net Promoter Score (NPS) or customer satisfaction, boutique brands often target 70+ NPS and 90%+ positive resolution feedback from returns and repairs.

Before You Contact Customer Service — What to Have Ready

• Order number and date (exact as shown on invoice).
• SKU, product name, size, and color (copy from product page or invoice).
• High-resolution photos of the garment (full item, close-up of issue, and item laid flat with tags visible).
• Proof of purchase (email invoice or printed receipt) and payment method used.
• Desired outcome: refund, exchange (specify size/SKU), repair, or store credit.
• Preferred contact time and phone number for callbacks (include time zone).

Short Templates — Use These When Contacting Support

• Email subject: “Order #123456 — Damaged on Delivery — Photo Attached” with first line summarizing the issue and desired resolution, and attachments named clearly (e.g., Order123456_seam.jpg).
• Phone script: “Hello, my name is [Full Name], order #123456 delivered on [date]. Item [SKU] has [describe defect]. I have photos and can return via prepaid label if you authorize. My preferred resolution is [refund/exchange/repair]. Please advise next steps and case number.”

How do I return to Sachin and Babi?

US Orders – Returns
All returns must be requested within 14 days from the date of delivery for your return to be honored. Take the return label and place it on the outside of the box (either covering the original label or in another obvious location). All items should be returned in their original packaging.

Is Sachin and Babi a luxury brand?

Eponymous Collection
In 2009, the designer duo went back to the fashion industry and created their eponymous womenswear collection, Sachin & Babi. It provides elegant and luxury design styles with more affordable price.

How do I contact Sachin and Babi?

You can also reach a member of our team by using our Live Chat feature orPhone+1 347-269-2211 which are also available between 9am and 5pm EST, Monday through Friday. We look forward to hearing from you!

Who are Sachin and Babi competitors?

Sachin & Babi top competitors include: NelaNela, Hudson Jeans, Shahida Parides, Parentezi What technology does Sachin & Babi use?

Can you return worn clothes to free people?

Free People Store Return Policy
Free People stores will gladly accept returns of items purchased on freepeople.com and items purchased from our Free People stores. Items must be in original condition and must not to be worn, used, altered or washed.

Who is the CEO of Sachin and Babi?

Amy Riordon
In September, I had the pleasure of sitting down with Sachin & Babi’s Babi Ahluwalia (Founder) and Amy Riordon (CEO), to discuss their backgrounds in fashion, their inspirations, and why the Texas woman is the perfect client.