Shipping policy

India’s Consumer Protection (E-Commerce) Rules require online sellers to clearly disclose delivery, shipment, return, and refund information. They also protect customers where an order is delivered later than the stated schedule, except where the delay results from force-majeure circumstances.

Shipping and Delivery Policy

Last updated: 15 July 2026

At The House of Saaj, we carefully inspect and package every order before dispatch. This Shipping and Delivery Policy explains our estimated delivery timelines, shipping charges, tracking process, and how delayed, damaged, lost, refused, or undeliverable shipments are handled.

This policy applies to orders placed through The House of Saaj’s online store for delivery within India.

1. Estimated Delivery Timeline

We aim to process, dispatch, and deliver most orders within 3–5 business days from the date of order confirmation.

Orders are generally processed and dispatched within 1–2 business days, with delivery taking place within the remaining estimated period, depending on the delivery location and courier serviceability.

The 3–5 business-day timeline is an estimate and not a guaranteed delivery commitment. Delivery may take longer in certain circumstances described in this policy.

Any different delivery timeline displayed on a product page, during checkout, or communicated to you after placing the order will apply to that particular order.

2. Meaning of Business Days

Business days are Monday to Friday, excluding public holidays and other days on which courier or banking services are unavailable.

Orders placed after business hours, on weekends, or on public holidays will begin processing on the next business day.

The day on which an order is placed may not be counted as the first business day if the order is received after normal processing hours.

3. Order Processing

After an order is placed, we may take time to:

• Verify the payment;

• Confirm the Cash on Delivery order, where applicable;

• Verify the delivery address and contact details;

• Conduct a final product-quality inspection;

• Prepare the invoice;

• Package the jewellery securely; and

• Handover the shipment to the courier partner.

Orders will be dispatched only after successful payment confirmation, except for eligible Cash on Delivery orders.

An order-confirmation email or message confirms that we have received your order. A dispatch-confirmation message will be sent once the order has been handed over to the courier partner.

4. Circumstances That May Extend Delivery Beyond 3–5 Business Days

Delivery may take longer than 3–5 business days because of circumstances including:

• Delivery to remote, rural, restricted, or low-serviceability locations;

• Courier delays or operational disruptions;

• High order volumes during sales, product launches, festivals, or promotional periods;

• Public holidays, regional holidays, or extended weekends;

• Payment-verification delays;

• Cash on Delivery order-verification delays;

• Incorrect, incomplete, or unserviceable delivery addresses;

• An incorrect or unreachable customer contact number;

• The customer or recipient being unavailable during delivery attempts;

• Natural disasters, severe weather, floods, fires, or other environmental conditions;

• Strikes, protests, curfews, civil disturbances, road closures, or transportation disruptions;

• Government restrictions, regulatory actions, or containment measures;

• Technical failures affecting the website, payment gateway, warehouse, or courier systems;

• Stock discrepancies identified during the final quality check;

• Product damage discovered before dispatch;

• Delays in receiving stock from a supplier;

• A shipment being lost, damaged, misrouted, or held at a courier facility;

• Security checks or restrictions imposed by the courier partner;

• Events beyond the reasonable control of The House of Saaj or its logistics partners; or

• Any other exceptional operational circumstance.

Where reasonably possible, we will inform you if we become aware of a significant delay and provide an updated estimated delivery timeline.

5. Pre-Order, Made-to-Order, and Special Products

Products described as pre-order, made-to-order, customised, personalised, sourced-on-request, or subject to extended processing may require more than 3–5 business days.

The expected processing or delivery timeline for such products will ordinarily be displayed on the relevant product page or communicated separately.

Where an order contains both ready-to-ship and pre-order products, the entire order may be dispatched together after all products become available unless we decide to send the products separately.

6. Shipping Locations and Serviceability

We ship to serviceable postal addresses within India.

Delivery availability is determined by our courier partners and may vary depending on:

• PIN code;

• Product type;

• Order value;

• Payment method;

• Courier restrictions; and

• Local delivery conditions.

We may be unable to accept or fulfil an order where the delivery address is not serviceable. If a prepaid order is cancelled because the address is unserviceable, the amount received will be refunded in accordance with our Refund Policy.

International delivery, where offered, may be governed by separate shipping charges, timelines, customs requirements, and terms communicated at checkout.

7. Shipping Charges

Applicable shipping charges will be displayed during checkout before you complete the purchase.

Shipping charges may depend on:

• Order value;

• Delivery location;

• Shipment weight;

• Delivery method;

• Cash on Delivery availability; and

• Any active free-shipping promotion.

Free shipping will apply only where expressly displayed on the website or provided as part of a promotional offer.

Cash on Delivery, convenience, gift-wrapping, handling, or other applicable charges may be displayed separately.

8. Order Tracking

Once your order has been dispatched, we will ordinarily provide tracking information by email, SMS, WhatsApp, or another available communication method.

Tracking information may take up to 24–48 hours to become active after dispatch because the courier partner may require time to scan and update the shipment.

Customers are responsible for regularly checking their tracking updates and remaining available for delivery.

Tracking updates are generated by the courier partner. Temporary delays or gaps in tracking updates do not necessarily mean that the package is lost.

For assistance with tracking, contact us at info@thehouseofsaaj.com and include your order number.

9. Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate:

• Recipient name;

• House, flat, or building number;

• Street and locality;

• Landmark, where necessary;

• City and state;

• PIN code;

• Mobile number; and

• Email address.

The House of Saaj will not be responsible for delays or failed delivery caused by incorrect, incomplete, outdated, or misleading information supplied by the customer.

Please contact us immediately if you need to correct your delivery details.

An address change can be made only if:

• The order has not yet been dispatched;

• The new address is serviceable; and

• The change is operationally possible.

Once the order has been dispatched, we cannot guarantee that the courier partner will accept an address change.

Additional shipping charges may apply where an order must be returned and dispatched again because of incorrect address information.

10. Delivery Attempts

Our courier partner may make one or more delivery attempts, depending on its operating procedures.

The courier may contact the recipient by phone, SMS, or another available method before or during delivery.

Customers should ensure that:

• The delivery address is accessible;

• The recipient is available;

• The registered phone number remains active;

• Building or society entry permissions are arranged; and

• Cash is available for Cash on Delivery orders, where applicable.

We cannot guarantee that the courier partner will call before every delivery attempt.

11. Delivery to Another Person

A shipment may be delivered to:

• The customer;

• The named recipient;

• A family member;

• A security guard;

• Reception staff;

• An office colleague;

• A neighbour; or

• Another person reasonably available and authorised to receive the package at the supplied address.

Delivery to such a person at the provided address may be treated as completed delivery.

Customers should avoid providing an address where packages cannot be securely received.

12. Failed, Refused, or Undeliverable Orders

An order may be returned to us as undeliverable where:

• The customer refuses delivery;

• The recipient is unavailable during repeated attempts;

• The address is incorrect or incomplete;

• The customer cannot be contacted;

• Access to the delivery location is restricted;

• The customer does not provide required delivery information;

• Cash on Delivery payment is not available;

• The delivery address is found to be unserviceable; or

• The courier is unable to complete delivery for another customer-related reason.

Where an order is returned because of a customer-related reason:

• Forward-shipping and return-shipping costs may be deducted from the refund, to the extent permitted by law;

• Cash on Delivery, convenience, or handling charges may not be refundable;

• The customer may be required to pay additional shipping charges for redispatch; and

• Repeated refusal of Cash on Delivery orders may result in Cash on Delivery being unavailable for future purchases.

A returned shipment will not automatically be dispatched again. Please contact us if you want the order to be reshipped.

13. Delayed Orders

If your order has not been delivered within 5 business days, please check the tracking information first.

If the tracking information is unavailable, inactive, or has not been updated for an unusually long period, contact us at info@thehouseofsaaj.com with your order number.

We will coordinate with the courier partner and attempt to provide:

• The latest shipment status;

• The reason for the delay, where available; and

• A revised estimated delivery date.

Courier investigations may require several business days. We request customers to allow reasonable time for the courier partner to trace the shipment.

Where an order has not yet been dispatched and is experiencing an unreasonable delay, you may request cancellation by contacting us.

Where an order has already been dispatched but appears to be significantly delayed or lost, we may need to complete a courier investigation before approving a replacement or refund.

Nothing in this section limits any right available to a customer where an order is delivered late from the stated delivery schedule under applicable consumer law.

14. Lost Shipments

A shipment will not be treated as lost merely because it is delayed or its tracking status has not recently changed.

Where the courier partner confirms that a prepaid shipment has been lost in transit, we will ordinarily offer:

• A replacement, subject to product availability; or

• A refund offer:

• A replacement, subject to product availability; or

• A refund to the original payment method.

For Cash on Delivery orders lost before delivery, no payment will be collected. A replacement may be sent subject to product availability and customer confirmation.

We may require a reasonable period to investigate the shipment with the courier partner before confirming that it is lost.

15. Shipment Marked Delivered but Not Received

If the tracking information shows that your order has been delivered but you have not received it:

1. Check with family members, neighbours, reception staff, security personnel, or others at the delivery address.

2. Check whether the courier has uploaded delivery notes or proof of delivery.

3. Contact us at info@thehouseofsaaj.com as soon as possible, preferably within 24 hours of the delivery update.

Please provide:

• Your order number;

• The registered recipient’s name;

• The registered mobile number;

• The delivery address; and

• Any relevant tracking screenshots or messages.

We will raise the matter with the courier partner. Resolution will depend on the outcome of the courier investigation and the available proof of delivery.

Claims reported after an unreasonable delay may be more difficult to investigate, but this does not remove any statutory rights available to the customer.

16. Damaged or Tampered Packages

Please inspect the outer package before accepting delivery.

Where the package appears visibly opened, torn, crushed, wet, resealed, or tampered with, you may:

• Refuse delivery and inform us immediately; or

• Clearly note the damage with the courier, where possible, before accepting it.

If you accept a damaged or tampered package, take photographs or a video before opening it.

For a damaged, defective, incorrect, or missing product, contact us in accordance with our 7-Day Return and Refund Policy.

Please provide photographs of:

• The outer packaging;

• The shipping label;

• The inner packaging;

• The received product; and

• The visible damage, defect, or missing component.

An unboxing video may assist us in investigating the matter but will not automatically be treated as the sole requirement for a genuine claim.

17. Partial Shipments

We may dispatch an order in more than one package where:

• Products are stored at different locations;

• One product requires additional processing;

• A package exceeds courier limits;

• Part of the order is ready earlier; or

• Separate dispatch is operationally necessary.

You may receive separate tracking details for each package.

There will ordinarily be no additional shipping charge for a partial shipment initiated by The House of Saaj unless the customer separately requests special or expedited delivery.

18. Order Cancellations Before Dispatch

You may request cancellation before the order has been dispatched by emailing info@thehouseofsaaj.com.

A cancellation is confirmed only after we acknowledge and approve the request.

Once an order has been handed over to the courier partner, it may not be possible to cancel it. You may receive the order and request a return in accordance with our Return and Refund Policy.

Where a prepaid order is successfully cancelled before dispatch, the refund will be processed according to our Refund Policy.

19. Refusal of Dispatched Orders

Customers should not refuse a dispatched order merely because they changed their mind.

Where a non-defective order is refused at delivery, reasonable forward-shipping, return-shipping, Cash on Delivery, or handling charges may be deducted from the refundable amount, to the extent permitted by law.

This section does not apply where the customer refuses delivery because the package is visibly damaged, tampered with, or materially inconsistent with the order.

20. Expedited Delivery

Express, same-day, or expedited delivery is not guaranteed unless expressly offered and confirmed during checkout.

Where expedited delivery is available:

• Additional charges may apply;

• Availability may depend on the PIN code;

• The order may need to be placed before a stated cut-off time; and

• Delays may still occur because of courier or force-majeure circumstances.

Payment of an expedited-shipping fee does not guarantee a particular delivery date unless we expressly confirm it as guaranteed.

21. Ownership and Risk

Responsibility for the package remains with The House of Saaj until it is delivered to the address supplied during checkout or received by the customer, named recipient, or another authorised person at that address.

Where the customer expressly authorises unattended delivery or delivery to another person or location, responsibility may pass once the courier completes delivery according to those instructions.

Nothing in this section limits any responsibility imposed on us by applicable law.

22. Force Majeure

Delivery may be delayed, suspended, or cancelled because of circumstances beyond our reasonable control, including:

• Natural disasters;

• Floods, fires, earthquakes, or severe weather;

• Epidemics or pandemics;

• War, terrorism, or civil unrest;

• Strikes or labour disruptions;

• Government restrictions;

• Curfews or road closures;

• Transportation interruptions;

• Courier-network failures;

• Telecommunications or power failures;

• Supply-chain interruptions; or

• Other comparable events.

We will make reasonable efforts to minimise the effect of such circumstances and complete delivery when reasonably possible.

Where fulfilment becomes impossible, we may cancel the affected order and refund the amount received.

23. Changes to This Policy

We may update this Shipping and Delivery Policy from time to time to reflect changes in our delivery services, courier arrangements, operating procedures, or legal requirements.

The revised policy will be posted on this page with an updated effective date.

The shipping terms applicable to an order will ordinarily be those displayed when the order was placed, unless a change is required by law or is more favourable to the customer.

24. Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict, or override any right or remedy available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian law.

Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

25. Contact and Grievance Redressal

For shipping, tracking, delivery, or order-related concerns, contact:

The House of Saaj
Email: info@thehouseofsaaj.com
Address: A-9/01, Shiv Bhawan, Behind A Square Mall, Sector 73, Noida – 201304, Uttar Pradesh, India

Please include your order number and registered contact details so that we can assist you efficiently.

We aim to acknowledge customer complaints within 48 hours and make reasonable efforts to resolve them within the timelines prescribed under applicable law.