Shipping policy
SHIPPING AND COD CHARGES
Shipping charges are borne by the customer and vary according to the delivery location, parcel weight, dimensions, product value and service availability.
Any applicable Cash on Delivery service charge is also borne by the customer. The final shipping and COD charges will be displayed at checkout or communicated before the order is confirmed.
COD availability is subject to order value, product type and PIN-code serviceability. Customised, high-value or specially sourced products may require advance or full prepaid payment.
ORDER PROCESSING AND DELIVERY TIMELINES
Ready-to-ship products are generally dispatched within 2–3 business days after order confirmation.
Customised, personalised and made-to-order products generally require 7–30 business days for preparation and dispatch, depending on the product, specifications, sourcing requirements and craftsmanship involved. The estimated dispatch timeline may also be mentioned on the product page or communicated to the customer after the order is confirmed.
If a made-to-order product is expected to require more than 30 business days, Damru will inform the customer and proceed only after receiving the customer’s confirmation.
After dispatch, orders within India are generally delivered within 5–10 business days.
International orders are generally delivered within 10–21 business days after dispatch. International delivery may take longer due to customs clearance, destination-country procedures, remote-location serviceability or circumstances beyond Damru’s control.
All delivery periods are estimates and not guaranteed delivery dates. Tracking information will be shared once the order has been dispatched.
IN-TRANSIT DELAYS AND COURIER INCIDENTS
Occasionally, a shipment may be affected by a vehicle accident, route disruption, operational delay, weather condition, natural event, local restriction or another unforeseen courier-related incident.
If such an incident occurs, Damru will raise an investigation with the courier partner and keep the customer informed as reasonably possible.
A courier-related delay or incident does not automatically mean that the product has been damaged or lost. Damru will wait for the courier partner to inspect, recover or officially update the shipment before determining the appropriate resolution.
During an active courier investigation, the order cannot be cancelled solely because tracking has been delayed or temporarily interrupted.
SHIPMENT CONFIRMED SAFE
If the courier confirms that the parcel is safe and fit for delivery, the shipment will continue to the customer. The customer should record a continuous, unedited unboxing video when receiving and opening the parcel.
SHIPMENT CONFIRMED DAMAGED
If the courier confirms that the product was damaged in transit, or the customer receives it physically broken and provides the required unboxing-video evidence within 48 hours, Damru will arrange an eligible replacement without charging the customer additional shipping or COD fees.
SHIPMENT CONFIRMED LOST OR DESTROYED
A shipment will be treated as lost or destroyed only after the courier partner officially confirms its status.
Once confirmed, Damru will arrange a replacement of the ordered product without additional shipping or COD charges.
Because natural and customised products may be unique, an identical replacement may not always be possible. In such cases, Damru will offer the closest comparable product for the customer’s approval.
If Damru is unable to provide a suitable replacement, the customer may choose either store credit or a refund.
An approved refund will be initiated within 5 business days. For prepaid orders, the refund will be issued to the original payment method and may take approximately 5–10 business days to appear in the customer’s account. For Cash on Delivery orders, the refund will be processed through bank transfer or UPI after the customer provides the required payment details.
VISIBLE DAMAGE OR TAMPERING
If the outer parcel appears crushed, torn, opened or tampered with at the time of delivery, the customer should photograph and record its condition before opening it.
The customer must make a continuous, unedited unboxing video showing:
• The sealed parcel
• The shipping label and AWB number
• All sides of the outer packaging
• The complete opening of the parcel
• The condition of the product immediately after opening
Claims must be reported to Damru within 48 hours of delivery. The product and all original packaging must be retained until the claim has been resolved.
CUSTOMER-CAUSED DELIVERY FAILURE
If delivery fails because of an incorrect or incomplete address, an unavailable recipient, an unreachable telephone number, repeated failed delivery attempts or refusal to accept the parcel, the customer will bear the forward, return-to-origin and re-shipping charges.
Refusal of delivery will not cancel or make a customised or made-to-order product refundable.