Shipping Policy

We deliver soulful craftsmanship to your doorstep.

Here's everything you need to know about shipping with Roohani.

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1. Shipping Locations

1.1 Domestic Shipping (India)

We ship to all serviceable pin codes across India, including metros, tier-2 cities, and remote areas (subject to courier partner coverage).

1.2 International Shipping

We currently ship to select international locations:

• USA, UK, Canada, Australia
• UAE, Saudi Arabia, Qatar, Kuwait, Oman, Bahrain
• Singapore, Malaysia, Hong Kong
• Other countries on request (contact us at hello@shoproohani.com)

Note: International orders may be subject to customs duties, taxes, and import fees, which are the buyer's responsibility.

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2. Processing Time

Order Processing: 2–5 business days
(Time taken to prepare, pack, and dispatch your order)

Custom/Made-to-Order Products: 7–21 business days
(Depending on embroidery, customization, or bulk orders)

Processing does NOT include shipping time.

Business days: Monday–Saturday (excluding Sundays and public holidays)

Orders placed on weekends or holidays will be processed the next business day.

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3. Shipping Time & Delivery Estimates

Once dispatched, estimated delivery time:

These are estimates and not guarantees. Actual delivery may vary based on:

• Courier partner delays
• Weather conditions, natural disasters
• Government restrictions, lockdowns, strikes
• Customs clearance (for international orders)
• Incorrect or incomplete shipping address

We are not responsible for delays beyond our control.

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4. Shipping Charges

Shipping charges are non-refundable (except in case of defective/wrong products shipped by us).

International shipping costs are based on weight, destination, and courier rates.

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5. Shipping Partners

We work with trusted courier partners:

• Domestic: Delhivery, Blue Dart, DTDC, India Post, Ekart, Xpressbees
• International: DHL, FedEx, Aramex, India Post (EMS)

We choose the best partner based on your location and fastest delivery.

Tracking information will be shared via email/SMS once your order is dispatched.

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6. Order Tracking

Once your order is shipped, you will receive:

• Shipping confirmation email with tracking number
• SMS with courier partner details
• Real-time tracking link

You can also track your order by:

• Logging into your account on shoproohani.myshopify.com
• Contacting us at hello@shoproohani.com

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7. Delivery Attempts & Failed Deliveries

Delivery attempts: Our courier partners will attempt delivery 2–3 times.

If delivery fails due to:

• Incorrect or incomplete address
• Recipient unavailable or unreachable
• Refusal to accept the package

The package will be returned to us (RTO - Return to Origin).

What happens next:

If RTO is due to our error (wrong product, defect):

• We will resend the product at no extra cost

If RTO is due to customer error (wrong address, refusal, unavailability):

• Shipping charges for both original and re-delivery will be borne by you
• OR you can request a refund (minus original shipping charges and RTO charges)

It is your responsibility to provide accurate shipping information.

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8. Address Changes

You can request an address change only before dispatch by contacting us immediately at hello@shoproohani.com or WhatsApp [+91 XXXXX XXXXX].

Once dispatched, address changes are not possible. You may contact the courier partner directly (we'll assist with details).

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9. International Orders — Customs & Duties

For international orders:

• Packages may be subject to customs inspection, import duties, and taxes
• These charges are NOT included in your order total
• You (the buyer) are responsible for all customs fees
• Delivery may be delayed due to customs clearance

We are not responsible for customs delays or charges.

Please check your country's import policies before placing an order.

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10. Damaged or Lost Packages

10.1 Lost in Transit

If your package is lost by the courier partner:

• Contact us within 48 hours of the expected delivery date
• We will investigate with the courier partner
• If confirmed lost, we will resend the product or issue a full refund

10.2 Damaged in Transit

If your package arrives damaged:

• Do NOT accept the delivery if the outer packaging is visibly damaged
• If you've already accepted it, take photos and contact us within 48 hours of delivery
• We will arrange a replacement or refund after inspection

We are not responsible for damage caused by misuse after delivery.

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11. Undelivered / Returned Orders (RTO)

If your order is returned to us due to:

• Incorrect address
• Unavailability during delivery attempts
• Refusal to accept

Refund will be processed as:

• Order value minus shipping charges (both ways)
• RTO handling charges may apply

OR

• You can request re-shipment (additional shipping charges apply)

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12. Pre-Order & Made-to-Order Items

Pre-order items: Expected dispatch timeline will be mentioned on the product page.

Custom/Made-to-Order items: May take 7–21 business days to craft before dispatch.

We will notify you if there are any delays beyond the expected timeline.

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13. Split Shipments

If you order multiple items:

• Some items may ship separately (if ready at different times)
• You will receive separate tracking details for each shipment
• No additional shipping charges will apply

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14. Force Majeure

We are not liable for shipping delays or non-delivery due to circumstances beyond our control, including:

• Natural disasters, pandemics, epidemics
• War, terrorism, civil unrest
• Government restrictions, lockdowns, curfews
• Strikes, labor disputes
• Courier partner failures or delays

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15. Contact Us

For any shipping-related queries, contact us:

Email: hello@shoproohani.com
WhatsApp: [+91 XXXXX XXXXX]
Customer Support Hours: Monday–Saturday, 10 AM – 7 PM IST