Shipping Policy

After an order is successfully placed, it may undergo payment confirmation, stock verification, address review and other routine fulfilment checks before dispatch.

Processing time can vary depending on the product, stock location, payment verification, holidays, sale periods and other operational circumstances.

An order confirmation does not by itself mean that the parcel has already been dispatched.

Any estimated dispatch or delivery period shown on the website, at checkout, in an order confirmation, tracking page or communication from us is an estimate unless expressly stated otherwise.

Actual delivery time may depend on:

• Delivery location and PIN code serviceability.
• Product availability and fulfilment location.
• Courier and logistics network performance.
• Public holidays, weekends and local restrictions.
• Weather and transportation conditions.
• Unusually high order volumes or sale periods.

Delivery is subject to serviceability by our available courier or logistics partners.

Certain PIN codes or locations may temporarily or permanently be unavailable for delivery. Serviceability may change without prior notice because courier networks are operated by independent logistics providers.

If an accepted order cannot reasonably be delivered because the destination is not serviceable, we may contact the customer and provide appropriate options, including cancellation and refund where applicable.

Any applicable shipping, delivery, handling or similar charge will ordinarily be displayed during checkout or otherwise communicated before the customer completes the transaction.

Shipping charges may differ depending on destination, order value, product, shipment size, promotions or available courier services.

Promotional free-shipping offers may be subject to minimum order values, selected products, selected delivery locations or other conditions displayed with the relevant offer.

Customers are responsible for providing a complete and accurate shipping address while placing an order.

Delivery information should include, where applicable:

• Recipient's correct name.
• House, flat, building or premises details.
• Street, locality and landmark information.
• City, state and correct postal PIN code.
• Reachable mobile or telephone number.

Incorrect, incomplete or inaccessible delivery information may cause delays or failed delivery attempts.

If you need to request an address change, please contact us as soon as possible after placing the order.

An address change cannot be guaranteed once an order has entered fulfilment or has been handed over to a courier partner.

For security and operational reasons, changing the destination city, state or PIN code after dispatch may not be possible.

Where tracking is available, customers may receive shipment or order-status information after dispatch.

Tracking information may take some time to become visible after the courier receives the shipment.

You may use our Order Tracking page to view the latest available order information.

Products from the same order may occasionally be dispatched separately because of stock location, availability, package size or logistics requirements.

In such cases, different packages may receive separate tracking information and may arrive on different dates.

A partial shipment does not necessarily mean that the remaining products have been cancelled.

The courier partner may contact the recipient or attempt delivery according to its operational process.

If delivery cannot be completed because the recipient is unavailable, the phone is unreachable or the premises cannot be located, the courier may make another attempt or return the shipment depending on its procedures.

A shipment may be returned to us by the courier where delivery cannot be completed.

This may occur because of:

• Repeated unsuccessful delivery attempts.
• Incorrect or incomplete address.
• Customer refusal to accept the shipment.
• Recipient being unreachable.
• Courier or location serviceability issues.

Any refund, reshipment or other resolution for a returned shipment will depend on the reason for return, product condition, payment status and applicable policies and law.

While we aim to fulfil orders within the estimated timeframe, delays can occasionally occur.

If an order is materially delayed beyond the communicated estimate, customers may contact our support team so the available tracking or fulfilment status can be reviewed.

Where tracking indicates that a shipment may have been lost in transit, we may coordinate with the relevant logistics provider to investigate the shipment.

After appropriate verification, an eligible resolution may include replacement, reshipment, refund or another appropriate remedy depending on product availability and applicable law.

If the external package appears materially damaged, opened or tampered with at delivery, please take reasonable care when accepting and inspecting it.

If the product itself is damaged, defective, incomplete or incorrect, contact us with your order information and supporting photographs where reasonably requested.

Eligible product issues will be handled under our Return Policy, Refund and Cancellation Policy and applicable consumer law.

A shipment may be handed to the named recipient or another person reasonably available at the supplied delivery address, depending on the courier's delivery procedure.

Courier partners may use OTP verification, signature, photograph, digital delivery record or another method to record delivery where available.

Customers should not share delivery OTPs with unknown persons before the legitimate delivery process requires them.

Delivery may be affected by events outside the reasonable control of Velvet Mart Technology Private Limited, including severe weather, floods, natural disasters, transportation disruption, public emergencies, strikes, civil disturbance, government restrictions, network failures or similar circumstances.

Where such circumstances arise, we will make reasonable efforts to fulfil or resolve affected orders when normal operations become available.

To help ensure successful delivery, customers should:

• Provide correct delivery information.
• Provide a reachable contact number.
• Monitor order or tracking communications.
• Cooperate with legitimate courier verification requirements.
• Contact support promptly if a significant delivery issue is identified.

This Shipping Policy is intended to operate alongside applicable Indian consumer protection and e-commerce requirements.

Nothing in this Policy is intended to exclude or restrict a statutory right or remedy that cannot lawfully be excluded.