Shipping & Return

Please read all the points listed below to avoid any confusion

1. 1. Once a customer places an order on our website, it cannot be modified. If the customer wishes to cancel the order, it must be done before the products are dispatched from our warehouse.

2. 2. If the order has already been shipped and is in transit, cancellation will only be accepted in rare situations after confirmation from our courier partner or once the product is returned to our warehouse. A refund will be issued as store credit within 12-15 days, after deducting applicable reverse shipping charges.

3. 3. The store credit can be used for future purchases on our website but cannot be combined with promotional offers like sales, BOGO deals, or discount codes.

4. 4. Products once sold are not eligible for return or exchange under normal circumstances. Any concerns must be reported within 2 days of receiving the product.

5. 5. Exchange and returns can only be considered in exceptional and limited circumstances such as when goods are in an unusable condition due to damage during transit, or wrong product sent, or lost in transit, we will replace them with a new product as early as possible.

6. 6. Some of our products are handmade, and due to climatic or environmental factors, manufacturing delays may occur. We request customers to bear with us during such instances.

7. 7. Customers are required to inspect the package immediately upon delivery and report any discrepancies by submitting a clear, uninterrupted unboxing video that shows the entire process.

8. 8. The unboxing video must clearly show the packaging, product condition, and any missing or damaged items. This must be submitted within 2 days of receiving the delivery.

9. 9. Returns or exchanges will only be processed if the submitted video meets our criteria. Failure to provide proper video evidence may result in denial of the request.

10. 10. Any shipping damage should be promptly reported to us with supporting video proof so that we may take the issue up with our courier partner.

11. 11. All packaging is done under strict camera surveillance in our warehouse. If internal checks confirm all correct items were sent, we will not be liable for any claims of missing products.

12. 12. Shivaura will send order-related updates such as confirmations and shipping information through Email, WhatsApp, and SMS. Customers should ensure their filters allow these messages. We are not responsible for customers missing messages or emails due to incorrect settings or filters on their devices.

13. 13. Product images represent the actual product, but variations in color may occur due to lighting, device settings, or climate. However, the quality of the product remains unaffected. From time to time, packaging or containers may be revised to reflect updates. Customers may receive a new or updated version of a product even if it hasn’t yet been updated on the website.

14. 14. All product or order-related issues must be raised through our official customer support email at [email protected] or our contact number +91 955 848 2264. Social media platforms are only for marketing and are handled by a different team. While we try to assist through social media when possible, all formal queries should be directed to [email protected] or +91 955 848 2264 to ensure proper resolution.

15. 15. We aim to respond to all customer support queries within 5 business days. Delays may occur due to weekends, public holidays, strikes, or the need to coordinate with external service providers.

16. 16. We take customer privacy seriously. Any personal data entered on our site is encrypted and transmitted using SSL technology. Please refer to our privacy policy for more information.

17. 17. All legal disputes or concerns related to orders are subject to the jurisdiction of Gujarat courts.

Shipping Policy

Shipment Processing Time

All Pre-Paid orders are processed within 24 hours and delivered within 4-5 business days. Cash on Delivery Orders are not shipped until the confirmation from customer is received. We do not process orders on weekends or holidays.

Shipment Confirmation & Order Tracking

Once an order is placed, you will receive a Shipment Confirmation email & a WhatsApp message within 24 hours, along with an immediate SMS. Once your order has been shipped (1-2 days) we will be sending you an email & WhatsApp message with necessary tracking link. The tracking link will be active within 24 hours.

Shipping Charges

We ship products to most of the part of India depending upon the service availability of our delivery agents. If there are no active Discounts or Offers applicable, all products attract a minimum Rs.80/- delivery charges. But, COD will be charged an additional Rs.80/-. To avoid these additional fees, we encourage our customers to place a Prepaid order and Save on their orders.