Shipping policy

SHIPPING AND DELIVERY POLICY

The terms contained in this Delivery Policy shall be accepted without modification and accordingly, to be bound by the terms contained herein.

We know waiting for your order can be tough. We ship through registered courier companies for orders within India as well as international orders our aim is to ship our products in a quick, safe and inexpensive manner.

Shahenaz is committed to deliver all orders with good quality packaging within a span of 7-10 working days (excluding Sundays & Public holidays) under normal circumstances. Shahenaz takes all commercially reasonable endeavors to ensure that the Product(s) are delivered to end users in a timely fashion. To ensure that the order reaches in a good condition, in the shortest span of time, we ship through reputed logistics companies.  If the item ordered is under production, it may take longer to process your order. Should this happen, we will keep you informed by email.

LOGISTIC PARTNERS

Shahenaz partners with separate and distinct third party logistic service providers, to effectuate Product(s) delivery to end users. Details of the Logistic Partner who will be processing the delivery of the order will be provided to the end user through email and/or SMS along with the tracking number. The user will also be provided with an approximate date of delivery of the purchased Product(s) on the order confirmation page. The approximate date of delivery is merely an approximation based on the reputation of the third party Logistic Partner. Shahenaz shall not be liable for delay in delivery by third party Logistic Partners. Shahenaz may, in its sole discretion, effectuate delivery to customers on their own without engaging logistic partners.

Prior to making payments for the purchase of Product(s), the user will be prompted to provide a shipping address. While entering shipping address details, the user should ensure to provide correct, complete and accurate information along with landmarks if any to aid delivery. Shahenaz shall not, under any circumstance, be liable for any failure in delivery of the purchased Product(s) arising out of the user’s failure to provide correct, complete and/or accurate information.

ELIGIBLE DELIVERY LOCATIONS

While Shahenaz aims to provide its services through online orders and ensure the delivery of its Product(s) all across India, currently, Shahenaz has a select list of areas where delivery can be undertaken. At the time of placing an order for purchase of Product(s), customers are required to enter their pin-code details to verify if deliveries can be carried out in their area. If the area where the user wishes that the purchased Product(s) be delivered is not within delivery network recognized by the Logistics Partner(s) of Shahenaz, Shahenaz will not be able to process the order further.

Under normal circumstances, orders are dispatched within 24-48 hours of the customer placing the order. Upon the successful placing of an order and after Shahenaz has successfully handed over the purchased Product(s) to its Logistic Partner, the end user will receive a unique tracking identity number through email and/or SMS. The user may use the tracking number on the website of the Logistic Partner to check the status of the purchased Product(s) and the expected date of delivery. Ordinarily, Most orders are delivered within 7-10 working days across India. A maximum of 3 (three) attempts shall be made to deliver order to the end user. Should the user continue to remain unavailable after 3 (three) attempts, Shahenaz reserves the right to cancel the order at its sole discretion. While Shahenaz shall make reasonable endeavour’s in ensuring that purchased Product(s) is delivered to its users in a timely manner, delivery may be delayed on account of

• Unsuitable weather conditions;
• Political disruptions, strikes, employee-lockouts, Govt. directed lockdowns, etc.
• Acts of God such as floods, earthquakes, etc.; and
• Other unforeseen circumstances.

In such events of delay, Shahenaz shall make reasonable attempt at proactively intimating the end user by writing to end user’s registered email account and/or mobile number. Further, Shahenaz shall be under no obligation to compensate the user for any mental agony or any tortuous claim that may otherwise arise because of a delay in the shipment and delivery.

Return and exchange of purchased Product(s) shall be carried out by Shahenaz reverse-logistics partners, which are separate and distinct from Shahenaz. Please note that Shahenaz shall not be liable for any act(s) and/or omission(s) of such reverse logistics partners. Further details on how end users may process returns and exchanges of purchased Products have been set out under the Return and Refund Policy.

DAMAGED PRODUCT

If you have received the Product in a bad condition or if the packaging is tampered with or damaged before delivery, please refuse to accept the package and return the package to the delivery person. Please notify us immediately on consumer experience helpline on +9122-23739198 or email on ecommerce@shahenaz.com mentioning the Order ID. Post validation Shahenaz will ensure that a new order is placed and sent with no additional cost.

DUTIES & TAXES FOR INTERNATIONAL ORDERS

Duties & Taxes for international orders are not included in your order, and are over and above any shipping and handling charges paid at checkout. Most countries charge duties on imported items which are levied at the time of port entry and they vary based on the destination country and the products imported. You will need to pay the applicable duties and taxes directly to the shipping agency (DHL, FedEx etc.) at the time of your order delivery after you receive an invoice by the shipping agent. OR Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent customs duty charges will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees.

MODES OF PAYMENT

For shipping to India, we accept all major debit & credit cards (including Mastercard, Visa & American Express) and also provide Net Banking options across major banks. For all international transactions, we accept major Credit Cards (including Mastercard, Visa & American Express) and also provide the option to pay using PayPal. PayPal and RazorPay are our third party payment gateways

PLEASE NOTE

Due to the evolving Covid-19 situation and in the interest of the health and safety of our teams, customers and partners, we are cautiously dispatching orders as per govt. guidelines. While we try our best, please note that the delivery timelines will also be impacted based on State and National guidelines.

We will continue to monitor the situation and shall resume normal operations, at the earliest opportunity. Thank you for your understanding and support.