Shipping policy

DELIVERY TIMELINES: 

We ship all orders from our warehouse within 0-2 business days of confirmation. We take an estimate of 5-10 business days post processing time for your order to reach you. Shipping can occasionally take longer, depending on your delivery pincode. Please note that shipping time cannot be guaranteed by us. Any order placed on Saturday post 4pm will be shipped the following Monday 

For express shipping, please reach out to us on +91 91369 71730 

OUR SHIPPING PARTNERS: 
We work with trusted shipping partners like Blue Dart, DTDC, Delhivery and Amazon to ensure safe and timely delivery.

ORDER CANCELLATIONS: 

Once your order is placed, it quickly enters processing to ensure prompt delivery. This means we’re unable to cancel, change the shipping address, or update the phone number once processing begins.

Once an order has been dispatched, it cannot be cancelled. Rejecting to accept the parcel upon arrival is not our responsibility and the pre-paid amount will be forfeited. 

We only accept returns as store-credit and not bank refunds 

DELIVERY DELAYS: 
While we strive for prompt delivery, delays can occasionally occur due to unforeseen circumstances beyond our control (floods, wars, pandemics, festive season rush, network delays, etc). We truly appreciate your understanding in such situations.

Please note that once an order is shipped from our warehouse, delivery timelines are governed by the shipping partner, and delays at that stage are not something we can influence directly and not our responsibility. 

Rest assured, we're always happy to assist by following up with the courier partner. You can reach out to us via email thatchedroofindia@gmail.com or +91 91369 71730

LOST PARCELS: 
All our parcels are insured, so in the rare event of a parcel being declared lost in transit by the shipping provider, we can issue you a replacement, store credit or refund.  

ORDER NOT DELIVERED: 
If your order is stated as delivered on the tracking information but the parcel is unable to be located, customers must reach out to our customer care team via email at thatchedroofindia@gmail.com or +91 91369 71730 within 24 hours of the delivery date stated on the tracking. However, all our deliveries in India happen via OTP, kindly share the OTP with the delivery partner only at the time of delivery when goods are delivered. 

Any other delivery related issues, customers must reach out to our customer care team via email at thatchedroofindia@gmail.com or +91 91369 71730 within 24 hours of the issue. Beyond this timeline, we are unable to raise any complaints with the courier partner as we work with third party courier partners. 

Failure to reply to either call / email / WhatsApp messages is not our responsibility. 

ERRORS IN DELIVERY INFORMATION:

Once an order has been shipped from our warehouse, we cannot directly control it. If there are errors in your phone number, address, pincode, or other details, we are unable to make changes. In case the parcel is undelivered and returned to us, the best we can do is reship it to you with additional courier charges.

Couriers do not accept claims for stolen parcels, so orders delivered to the correct location with proof of delivery are not eligible for reimbursement.

 

PACKAGING INFORMATION: 

IMPORTANT: Orders with more than 1 item will be packed in a large box instead of individual boxes. If you wish for individual boxes, please contact us immediately as you place the order with your order number, and drop us a message on : +91 91369 71730