Shipping Policy

Last Updated: 9th September 2025

1. Delivery Timelines

Non-Metro / Tier 2–3: Maximum 10 working days
Handling Time Before Dispatch: Usually within 24 hours of order confirmation; maximum 72 hours.
Metro Cities: Average 4 working days

2. Shipping Charges

Standard Shipping: Free above ₹999; orders below ₹999 charged ₹40–₹50.
Express Shipping: Available at ₹50 per order. Dispatch is prioritized by air shipping. Average delivery time is ~2 days pan-India (post-dispatch). Delivery timelines are estimates only and not guaranteed, as they depend on courier partner serviceability.

3. COD Charges

No COD charges

4. Undeliverable Packages

Undeliverable Packages & Customer Responsibility
COD orders: Returned to us automatically if undeliverable.

Prepaid orders: Refund only after the shipment is physically received back at our warehouse and marked RTO (Returned to Origin) in the system.

Customers are fully responsible for ensuring the following at the time of placing an order:

Providing a complete and accurate delivery address, including flat/house number, street name, landmark, city, state, and PIN code.

Providing a correct and active phone number so the courier can contact you for delivery.

Ensuring availability at the delivery address during the expected delivery window.

Claura is not liable for delivery failures arising from:

Incorrect, incomplete, or outdated address provided at checkout

Customer unavailability across all delivery attempts made by the courier

Customer refusal to accept the package

Wrong or unreachable phone number preventing courier contact

In all the above scenarios for prepaid orders, the shipment will be returned to Claura (RTO). A refund will be issued only after the package is physically received back at our warehouse, in intact condition. The original shipping charges paid, if any, will not be refunded. Claura bears no responsibility and no additional compensation will be offered in these situations.

4A. OTP-Based Delivery
Many of our courier partners use OTP (One-Time Password) confirmation for delivery. The OTP is sent to the mobile number provided at checkout. Entry of the OTP by any person at the delivery address constitutes conclusive proof of delivery. Claura shall bear no liability for OTP sharing by the customer or any person at the delivery location, whether voluntary or inadvertent.

5. Return to Origin (RTO) Policy

Claura reserves the right to cancel COD services for customers with a high RTO rate. Repeated RTO incidents caused by customer fault (wrong address, refusal, unavailability) may result in restriction of COD eligibility for that customer.

6. International Shipping

7. Country of Origin

All products are made in India.

8. Courier Partners

We use trusted partners including Blue Dart, Shiprocket, Delhivery, and others. Courier partners may change from time to time without prior notice, based on serviceability, route optimisation, or operational requirements.

8A. Limitation of Liability for Courier Services
Once an order is dispatched and a tracking number (AWB) is generated and shared with you, the physical handling and delivery of the shipment is entirely managed by our third-party courier partners. Claura Designs Pvt. Ltd. acts solely as the sender/consignor and has no operational control over the courier's handling, routing, delivery attempts, or timeline post-dispatch.

While we will assist you in raising disputes or claims with the courier partner, Claura shall not be held liable for delays, losses, damages, or failed deliveries caused solely due to the courier partner's operations, mishandling, or circumstances outside Claura's control. Claura's financial liability in any such case shall be strictly limited to the value of the order.

9. Missing Items in Shipment

Although rare, if an item is missing from your package, please first check your invoice. If you have been charged for the missing item, contact us immediately at care@claura.in or +91 78400 83400 for resolution. An unboxing video showing the sealed package being opened is mandatory for missing item claims. Claims without an unboxing video cannot be processed.

10. Delivery Failures Beyond 10 Days

If we are unable to ship or deliver your order completely within 10 working days, Claura reserves the right to cancel the remaining undelivered items. The amount charged for such undelivered items will be refunded to your bank account. This clause does not apply to delays caused by courier disruptions, natural disasters, or other force majeure events beyond Claura's control.

11. Tampered or Damaged Packaging

If you believe your package has been tampered with or damaged at the time of delivery, please refuse to accept the package and contact us immediately. We will arrange for a replacement or issue a refund, as applicable.

For damage discovered after opening the package (hidden damage), please refer to Section 16 below and our Return & Exchange Policy. An unboxing video is mandatory for all damage claims.

12. Force Majeure Delays

Claura is not liable for delays caused by natural disasters, strikes, lockdowns, courier disruptions, government orders, or other events beyond our control. In such events, we will communicate proactively and endeavour to resolve your order at the earliest.

13. Order Tracking

Tracking details will be provided via SMS/email upon dispatch. Please allow up to 24 hours after dispatch for tracking to become active on the courier's system.

14. Customer Care Support

For day-to-day queries regarding orders or shipments, you may reach us at:

Phone/WhatsApp: +91 78400 83400
Email: care@claura.in

15. Grievance Redressal

As per the Consumer Protection (E-Commerce) Rules, 2020:
Grievance Officer: Karan Chhabra
Email: manan@claura.in
Phone: +91 7827207985
Complaints acknowledged within 48 hours and resolved within 30 days.

16. "Marked Delivered" Disputes

If a shipment is marked as "Delivered" in the courier's tracking system, Claura will treat it as successfully delivered. If you believe the package was not received despite the delivered status, you must:

Contact us within 48 hours of the delivery timestamp at care@claura.in with your order number and complaint. We will raise a formal investigation with the courier partner on your behalf.

Please note: Claura's role in such cases is limited to facilitating the courier dispute; we cannot guarantee compensation where the courier independently confirms delivery with GPS/OTP proof.
If delivery was completed via OTP accepted at your registered mobile, the delivery shall be deemed complete.
If the investigation concludes courier negligence (e.g., delivered to wrong address, forged OTP), we will issue a replacement or store credit at our discretion.

Complaints raised after 48 hours of the delivery timestamp will not be entertained.

17. Transit Dispute Resolution Timeline
In cases where a shipment is lost, delayed beyond the expected window, or disputed in transit, Claura will initiate a formal investigation with the courier partner. The resolution timeline is 10–21 working days depending on the courier's internal process.

Claura will not be able to process refunds or replacements before receiving a formal confirmation or investigation result from the courier partner. Customers are requested to allow this timeline before escalating to consumer forums or initiating payment chargebacks, as premature disputes may delay resolution for both parties.

Policy Updates
Claura reserves the right to modify this policy at any time without prior individual notice. Changes take effect immediately upon posting. The revised date at the top of this page reflects the latest update. Your continued use of our website or placing of orders after any change constitutes your acceptance of the revised policy. Always check this page for the latest version.