Shipping policy
SHIPPING, DELIVERY, EXCHANGE & CANCELLATION POLICY
We aim to offer you a reliable and convenient shopping experience, no matter where you reside. We work with trusted third-party logistics partners, including Delhivery, to deliver your orders safely and efficiently.
1. DEFINITIONS
Shipment Time: When your order (in full or part) leaves our warehouse and is handed over to the logistics provider.
Delivery Time: The duration taken by the logistics provider to deliver the order to your address.
2. SHIPPING TIMELINES
Domestic Orders:
- Orders are usually shipped within 7 business days from the date of purchase.
- Once shipped, deliveries take approximately 4–6 business days, depending on your location and external conditions.
- Estimated delivery timelines will be shared via email/SMS once your order is dispatched.
Delivery Overview:
- Within India: 5–7 business days
- International: Varies by country, customs and regulations
Delivery Days: All days of the week.
Remote areas, Jammu & Kashmir, and North-Eastern states may require additional time or delivery charges.
Additional Delivery Conditions:
- We are not responsible for delays caused by logistics partners.
- We are not liable for transit damage due to mishandling by the logistics provider.
- The estimated delivery date displayed at checkout is indicative and not guaranteed.
- If a delay is expected, we may inform you at our discretion.
Depending on the logistics partner and delivery method, delivery may be completed through OTP verification, recipient confirmation, delivery scan, geo-location data, photographic proof, or other proof of delivery provided by the logistics partner.
3. SHIPPING CHARGES
- Domestic Orders: Free shipping across India.
- International Orders: Shipping charges are additional and calculated based on destination, weight, and customs requirements.
4. CASH ON DELIVERY (COD)
- COD is available only for domestic orders.
- COD may be cancelled at our sole discretion.
- International orders are not eligible for COD.
5. INTERNATIONAL ORDERS
- Do not qualify for free shipping, COD, returns, or exchanges.
- The receiver is the importer of record and must comply with destination country laws.
- Customs duties, taxes, and clearance fees are non-refundable.
- If a shipment is refused or undelivered, shipping and return shipping charges will not be refunded.
6. DELIVERY COMPLETION
A delivery is deemed complete once the logistics provider confirms successful delivery of the shipment at the shipping address provided by the customer. Once we receive official delivery confirmation from our logistics partner, the order will be considered successfully delivered from our end.
Customers are responsible for providing complete and accurate shipping details and ensuring that they or an authorised person are available to receive the shipment. Orders cannot be returned to the delivery agent at the time of delivery.
Orders Marked Delivered but Not Received
If your order is marked as delivered by the logistics partner but you have not received it, you must contact us within 24 hours of the delivery notification. We will raise the matter with the logistics partner for investigation.
Claims reported after this period may not be eligible for investigation. Where the logistics partner provides valid proof of delivery, including OTP verification, delivery confirmation, recipient confirmation, geo-location data or other available delivery records, the shipment will be treated as successfully delivered.
Empty, Tampered or Missing-Item Packages
Customers are requested to inspect the outer packaging before opening their order.
In the event that a package is received empty, tampered with, damaged, or with any product or component missing, an unedited and continuous unboxing video is mandatory for us to investigate the claim.
The video must:
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Clearly show the package in its sealed condition before it is opened.
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Clearly show the shipping label/AWB and condition of the outer packaging.
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Capture the entire opening of the package and its contents in one continuous recording, without cuts, edits, pauses or interruptions.
The issue, along with the unboxing video and order details, must be reported to us within 24 hours of delivery.
Claims relating to empty packages, missing products/components, tampered packages, or incorrect contents cannot be processed without a valid unboxing video.
EXCHANGE POLICY (NO RETURNS / NO REFUNDS)
We do not offer returns or refunds under any circumstances. Only exchanges are allowed under the conditions below.
1. Eligibility for Exchange
You may request an exchange only if:
- You received a damaged, defective, or incorrect product.
- You contact us within 48 hours of delivery.
- The item is unused, untampered, and in its original packaging with tags and invoice.
- You ship the item back to us within 7 days of exchange approval.
We do not offer reverse pickup or reimburse shipping costs for exchanges.
2. Oxidation & Product Care Disclaimer
Silver naturally oxidizes/tarnishes when exposed to air, moisture, humidity, sweat, perfumes, cosmetics, or chemicals.
We do not accept exchange requests for oxidised products.
Jewellery damaged due to activities like cooking, cleaning, exercising, sports, bathing, perfumes, lotions, hairspray, makeup cannot be exchanged.
3. Exchange Process
- Contact us via email or WhatsApp within 48 hours.
- If approved, we share return instructions.
- After quality check of the returned product, we dispatch the replacement of the same invoice value.
ORDER CANCELLATION POLICY
Customers cannot cancel orders once placed.
We reserve the right to cancel an order if:
- Fraudulent or suspicious activity is detected,
- The order violates our Terms of Use,
- The product becomes unavailable,
- Operational or logistical constraints arise,
- The company elects not to proceed with the order.
If cancellation is initiated by us, a refund may be issued at our discretion.
We maintain a negative list of fraudulent or non-compliant users and may refuse service.
CONTACT INFORMATION
Email: contact@houseofpehr.com
WhatsApp: +91 9836624000