How Can We Help?
Choose a topic below to send us a message, or search our frequently asked questions.
Share Your Feedback
Tell us what you loved, or what we can improve. We read every message.
Frequently Asked Questions
How do I share feedback about my bat?
Simply fill out the form on this tab with your name, email, and comments. Our team reviews every submission personally.
Will someone respond to my feedback?
Yes, we aim to respond to all feedback within 2-3 business days.
Can I suggest a new product?
Absolutely. We welcome product suggestions and often incorporate player feedback into future designs.
Do you offer a review program?
Yes, reach out via this form and our team will share details on our player review program.
Can I leave feedback anonymously?
You can leave the name field blank, though providing an email helps us follow up if needed.
How is my feedback used?
Feedback helps us refine our craftsmanship, packaging, and overall customer experience.
Can I attach photos to my feedback?
This form doesn't support attachments, but you can email photos to our support address after submitting.
Is there a feedback survey after purchase?
We occasionally send short surveys by email after delivery. Your responses are always optional.
Who reads the feedback I submit?
Our founder and product team personally review all feedback submissions.
Can I give feedback about the website?
Yes, we welcome feedback on browsing, checkout, and overall site experience too.
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Raise a Complaint
We take every concern seriously. Let us know what went wrong and we'll make it right.
Frequently Asked Questions
How do I file a complaint?
Use the form on this tab with as much detail as possible, including your order number if relevant.
How long does it take to resolve a complaint?
Most complaints are resolved within 3-5 business days, depending on complexity.
What if I received a damaged bat?
Please include photos in a follow-up email and your order number so we can process a replacement quickly.
Can I escalate an unresolved complaint?
Yes, reply to your original confirmation email and ask to escalate. It will be reviewed by a senior team member.
Do you offer refunds for valid complaints?
Yes, depending on the issue we offer refunds, replacements, or store credit.
What information should I include?
Your order number, a clear description of the issue, and photos if applicable help us resolve things faster.
Is there a deadline to file a complaint?
We recommend reaching out within 14 days of delivery for the fastest resolution.
Can I complain about a delivery courier?
Yes, let us know and we will follow up directly with the courier on your behalf.
Will I get a confirmation after submitting?
Yes, you'll see an on-page confirmation and typically an email acknowledgment shortly after.
Who handles complaint resolutions?
Our dedicated customer care team reviews and resolves every complaint personally.
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Ask About Your Order
Questions about shipping, tracking, or order status? We're here to help.
Frequently Asked Questions
How can I track my order?
You'll receive a tracking link by email once your order ships. You can also ask us here with your order number.
How long does delivery take?
Domestic orders typically arrive in 3-7 business days. International orders take 7-15 business days.
Can I change my shipping address after ordering?
Contact us as soon as possible with your order number and we'll try to update it before dispatch.
Do you ship internationally?
Yes, we ship to 13+ countries including the UK, UAE, Singapore, and Australia.
What if my order hasn't arrived?
Share your order number here and we'll investigate with the courier right away.
Can I cancel my order?
Orders can be cancelled within 24 hours of placement, before they enter production or dispatch.
Will I be charged customs or import fees?
International orders may be subject to customs duties, which are the customer's responsibility.
Can I combine multiple orders into one shipment?
Reach out to us before your orders ship and we'll do our best to combine them.
How do I get an invoice for my order?
An invoice is emailed automatically after purchase. Contact us here if you need a copy resent.
What payment methods do you accept?
We accept major credit/debit cards, UPI, and other regional payment methods shown at checkout.
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Ask About Our Bats
Not sure which bat, size, or weight is right for you? Ask our team.
Frequently Asked Questions
How do I choose the right bat weight?
It depends on your playing style and strength. Generally, lighter bats suit faster hand speed, while heavier bats add power. Share your details here for a recommendation.
What willow grade do you use?
Our premium bats are handcrafted from grade-A English willow for optimal balance and performance.
Do you offer bats for junior players?
Yes, we offer a range of sizes suitable for junior, teen, and adult players.
How do I know my bat size is correct?
Measure from the ground to your waist while standing in batting stance, or contact us with your height for guidance.
Do bats need knocking-in before use?
Yes, new bats should be knocked in for 4-6 hours before match use. We include a guide with every order.
Can I request a custom bat?
Yes, we offer custom specifications for weight, grip, and finish on select models. Ask us here for details.
What's the difference between your bat grades?
Each grade reflects the willow's grain count and visual quality, with higher grades offering the finest performance and finish.
Do you sell balls and protective gear too?
Yes, our full range includes balls, kits, and guards alongside our premium bats.
How do I care for my bat?
Store it in a dry place, apply linseed oil periodically, and avoid use in wet conditions.
Do you offer authenticity guarantees?
Yes, every NKTEN bat comes with a 100% authenticity guarantee.
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Start a Return or Exchange
Need to return or exchange your order? Let us know the details below.
Frequently Asked Questions
What is your return policy?
We accept returns within 14 days of delivery for unused items in original packaging.
How do I start a return?
Fill out the form on this tab with your order number and reason for return, and we'll send next steps.
Can I exchange a bat for a different weight?
Yes, exchanges are available within 14 days as long as the bat is unused and in original condition.
Who pays for return shipping?
Customers cover return shipping unless the item arrived damaged or incorrect.
How long do refunds take to process?
Refunds are processed within 5-7 business days of us receiving the returned item.
Can I return a knocked-in bat?
Once a bat has been knocked in or used, it's no longer eligible for return, as this affects resale condition.
What if I received the wrong item?
Contact us immediately with your order number and we'll arrange a free replacement or exchange.
Do you offer store credit instead of refunds?
Yes, store credit is available as an option if you'd prefer it over a refund.
Are international orders eligible for returns?
Yes, though customers are responsible for international return shipping costs.
How will I know my return was received?
We'll email you a confirmation as soon as your returned item is received and inspected.
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