Shipping & Delivery Policy

This policy explains where we ship, how long dispatch and delivery take, and what happens if something goes wrong. Delivery timelines are good-faith estimates, not guarantees, because they depend on couriers and on your location.

1. Where We Ship — We deliver across Bengaluru and, for most products, anywhere in India. Our studio is in New Gurappana Palya, BTM 1st Stage; within Bengaluru we deliver the same day and also offer free self-pickup by appointment. We do not currently ship internationally; please write to us if you have a specific request.

2. Order Processing — Cones are rolled to order. We try to dispatch the same day when the order is placed early: an order placed before 6 PM is usually packed and dispatched that same day, while an order placed after 6 PM is treated as a next-day order by our team. In some conditions dispatch can take up to 2–3 days — during festival and wedding seasons, or where a specific courier partner needs extra lead time, preparation may take a little longer and we will let you know if that is the case. Working days exclude Sundays and public holidays.

3. Delivery Time — Within Bengaluru, we do not run our own delivery fleet. Once your order is packed and ready (usually within a few hours of payment being verified), we message you on WhatsApp to confirm it. **Please book your own rider only after we send that confirmation, not before** — booking too early means your rider arrives before the order is ready and waits (or is charged) for nothing. Once you have our confirmation, you choose how it reaches you: (a) book a rider yourself on Porter, Dunzo, Rapido or a similar local delivery app and have them collect from our studio — this is typically same-day; (b) ask us to arrange a local rider or courier on your behalf, at a charge we confirm with you on WhatsApp before you pay it; or (c) collect it yourself from the studio by appointment, free of charge. Same-day delivery within Bengaluru depends on how early in the day your order and payment are confirmed — an order placed later in the day may only go out the next morning. Elsewhere in India, delivery is typically 2–5 days after dispatch, depending on the courier and the destination pin code; remote locations, and periods around national holidays or major festivals, can take longer.

4. Shipping Charges — The price you pay at checkout is for the products; it does not automatically include delivery. For orders within Bengaluru, if you book your own rider (option a above), you pay that delivery app directly and we do not charge you for delivery; the delivery charge shown at checkout can also vary based on the size or quantity of your parcel for larger orders. If you ask us to arrange delivery (option b), we confirm the delivery/courier charge with you before you pay it. For deliveries outside Karnataka, we do not charge a fixed delivery fee at checkout — the order goes by courier, and the exact charge, which depends on the courier partner and parcel size, is confirmed with you separately before you pay it. Handing your parcel to a courier or shipping partner for dispatch — after it is packed and ready — typically takes about one business day; this can extend during national holidays, festival periods, or other circumstances outside our control. Delivery charges are not refundable, except where an item arrived damaged, wrong or defective through our fault (see section 8 below and the Refund & Cancellation Policy). On the limited goodwill return described in that policy, the original delivery charge and the return courier charge are both deducted from the refund.

5. Tracking — Once your order ships we share the courier name and tracking reference with you on WhatsApp. For a rider you booked yourself, tracking is inside that app (Porter/Dunzo/Rapido); for a delivery we arrange, we share the rider's or courier's details and an expected time window.

6. Correct Address — Please provide a complete address with a landmark, a correct 6-digit pin code and a reachable phone number. We are not responsible for delay or non-delivery caused by an incomplete or incorrect address or an unreachable number.

7. Delays Outside Our Control — Courier and delivery-app backlogs, weather, strikes, local restrictions, national or state government holidays, and festival periods can delay delivery, both within Bengaluru and elsewhere in India. We will help you follow up with the courier or delivery app but cannot be held liable for such delays.

8. Missing, Delayed or Damaged Parcels — If your parcel is significantly delayed, is shown as delivered but has not reached you, or arrives damaged, contact us within 48 hours of the expected or actual delivery with your order number and photos where relevant. In every case, the parcel's condition and delivery timeline once handed to a courier depend on that courier partner — we choose partners we consider reliable, but we do not control how they handle a parcel in transit. **Delivery you book and pay for yourself** (your own Porter/Dunzo/Rapido booking, or any courier you arrange independently, within Bengaluru or outside it): once we have handed your order to that rider or courier in good condition, we are not responsible for loss or damage that happens in their custody — that is between you and the delivery provider you chose, though we will help you file a claim with them where we can. **Delivery we arrange on your behalf** (you asked us to book it, it is part of a service where we choose the courier, or your order was routed to one of our team members who books the courier for you): we remain responsible to you as set out in our Refund & Cancellation Policy — a genuinely damaged, lost or wrongly delivered parcel is replaced or refunded, and we separately pursue the courier for our own compensation. This distinction applies equally to Bengaluru and out-of-Bengaluru orders.

9. Perishable Nature of Henna — Fresh henna cones are perishable. Keep them refrigerated, use them by the date marked on the cone, and let them return to room temperature before use. Stain strength naturally reduces as a cone ages.

10. Contact — Delivery questions can be sent to us via our Contact page; any unresolved issue can be escalated to our Grievance Officer, Aliya, who acknowledges within 48 hours and aims to resolve within 30 days.