Shipping & Delivery Policy

Every 8th Heaven garment is inspected and packed at our atelier in Ahmedabad, Gujarat. Orders placed before 2:00 PM IST on working days (Monday to Saturday) are dispatched the same day. Orders placed after 2:00 PM IST or on Sundays and national holidays leave with the following business day's morning collection.

Once your parcel is handed over to our logistics partners, an automated SMS and WhatsApp message with your live tracking number (AWB) is dispatched to your registered contact number.

Metro cities (Mumbai, Delhi NCR, Bengaluru, Chennai, Kolkata, Ahmedabad, Pune, Hyderabad) typically receive delivery within 2 to 4 business days.

Tier 2 & Tier 3 regional hubs across India receive delivery within 3 to 7 business days. Remote locations (including Jammu & Kashmir and the North-Eastern states) take 5 to 9 business days.

Prepaid Orders: Complimentary express shipping is provided across India on all prepaid orders (UPI, Cards, Net Banking) of ₹999 or more. For prepaid orders below ₹999, a flat standard delivery charge of ₹150 applies.

Cash on Delivery Availability: COD is available across serviceable pin codes in India for orders up to ₹5,000.

COD Convenience Fee: A nominal convenience handling fee of ₹79 applies to all Cash on Delivery orders. This charge covers the cash handling, manual collection, and physical insurance services provided by our courier partner.

GST Inclusion: All quoted shipping rates and COD fees are inclusive of applicable Indian GST.

Non-Refundable COD Fee: The ₹79 COD fee is strictly non-refundable once the parcel has been dispatched from our atelier. In the event of an exchange or order return, the COD fee cannot be credited or refunded, as the service has already been rendered by the courier partner.

Cancelled Orders: If an order is cancelled prior to packaging and dispatch, no COD fee or shipping fee is charged.

Refused / Undelivered COD Orders: If a COD order is refused at the delivery doorstep without prior written notice to our support team, the customer account will be flagged and future purchases will be restricted to prepaid payment only.

Doorstep Inspection: We strongly advise all clients to examine the outer parcel condition before accepting delivery from the courier executive. If the outer flyer bag, box, or security tape appears visibly torn, tampered with, crushed, or resealed with transparent/unbranded tape, please REFUSE delivery immediately and write 'Refused due to outer tampering' on the courier receipt.

Mandatory 6-Sided Unboxing Video: In the rare event of transit damage, missing items, or wrong products received, an uninterrupted, single-shot video recording is MANDATORY for our team to file an insurance claim with our courier partners.

Video Requirements: The video must begin showing all 6 outer sides of the sealed parcel, clearly displaying the intact shipping label, barcode, and AWB number. The opening of the package and inspection of each garment must be recorded in continuous, unedited footage.

Reporting Window: Any claim regarding parcel tampering, damage, or missing garments must be reported to our concierge within 24 to 48 hours of delivery notification with the unedited video proof.

Missing Proof Consequence: In the absence of an uninterrupted unboxing video recorded prior to breaking the seal, logistics partners will summarily reject courier theft/tampering claims, and the atelier cannot entertain the claim.

Step 1 (Deadline): If your courier tracking status or SMS notification indicates 'Delivered' but you have not physically received the parcel, you must report this to our concierge within 48 hours of the delivery timestamp.

Step 2 (Information Required): Please provide your Order Number, contact number, delivery address, and confirm that your building reception, security guard, or neighbours have been checked.

Step 3 (Incident Ticket): Our team immediately registers an official dispute and incident ticket with the logistics carrier (Bluedart, Delhivery, or DTDC).

Step 4 (Investigation Window): The courier conducts an internal investigation within 48 to 72 business hours. This includes reviewing electronic Proof of Delivery (POD), receiver signature, delivery OTP logs, and GPS coordinates of the delivery executive at the time of scan.

Step 5 (Resolution): If the courier confirms misdelivery or courier executive fault, an immediate replacement piece is dispatched at no charge, or full store credit/refund is issued. If the delivery is verified as successful with a matching OTP, valid signature, or building security confirmation, the claim will be formally closed.

Step 6 (Late Reports): Claims reported after 48 hours cannot be investigated, as courier partner tracking dispute windows close permanently.

No Redirection: Once an order has been handed over to the courier network and the AWB is assigned, the destination address cannot be modified, rerouted, or redirected in transit.

Address Accuracy: Clients are responsible for providing complete, accurate delivery details, including flat/house number, building name, landmark, and correct 6-digit postal code during checkout.

Return to Origin (RTO): Parcels returned to our atelier due to incorrect address, invalid phone number, or 3 failed delivery attempts will be received as RTO. A re-dispatch fee of ₹150 applies for domestic reshipping of returned parcels.

International Destinations: We ship worldwide via DHL Express and FedEx International Priority. International transit takes 5 to 9 business days, plus destination customs clearance.

Export Shipping Charge: A flat export shipping charge of ₹2,500 applies to international orders and is displayed in your trunk before checkout.

Customs Duties & Destination Taxes: International orders are shipped under Delivery Duty Unpaid (DDU) terms unless explicitly stated otherwise. Any import duties, destination tariffs, or local VAT levied by your country's border authority must be paid directly by the recipient. We declare true invoice values on every customs declaration; no parcel is ever under-invoiced.

Customs Delays: Delays caused by destination border authorities, regulatory inspections, or recipient non-response to courier duty inquiries are beyond the control of 8th Heaven Atelier.

International Returns & Exchanges: Due to cross-border duties and export logistics costs, international orders are final sale and cannot be returned or exchanged under standard domestic procedures. Any approved exceptional return requires the client to bear all two-way courier shipping and customs costs.