Shipping Policy
This Shipping Policy (“Policy”) will be effective from 6th July (“Effective Date”).
Seraphic Lifestyle Private Limited (“Cravings” or "Company" or “Brand”) is committed to conducting its business operations with transparency, customer focus, and operational efficiency. As part of this commitment, the Company ensures that the shipment and delivery of its products are handled in a manner that respects consumer rights, maintains clarity in logistics, and complies with all applicable legal and regulatory standards in India.
This Shipping Policy sets out the terms and conditions under which orders are processed, shipped, delivered, and, where applicable, returned or addressed in case of delays or defects. It governs all orders placed through Cravings’ official website/ platform (cravingslifestyle.com) and is intended to protect the interests of both the Company and its customers by clearly outlining the responsibilities and limitations associated with order fulfillment.
WHEREAS
A. While Cravings strives to ensure timely and reliable delivery, the Company partners with independent third-party shipping aggregators, for logistics and last-mile fulfillment. Accordingly, this Policy includes important disclaimers regarding the Company’s limited liability in transit-related matters once the order has been handed over to the delivery partner.
B. This Policy is designed to provide a transparent, fair, and practical framework for order handling and logistics, ensuring consistent and informed expectations for all customers engaging with the Company’s platform.
NOW THEREFORE, Cravings hereby adopts this Shipping Policy to establish a clear and reliable framework for the processing, dispatch, and delivery of customer orders. This Policy reinforces the Company’s values of transparency, customer satisfaction, and operational accountability. It also clarifies the Company’s role and limited liability in logistics operations executed by third-party partners.
1. DEFINITIONS AND INTERPREATION
1.1. Definitions: In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:
a) “Company” or “Cravings” shall mean Seraphic Lifestyle Private Limited, a business entity engaged in the online sale of lifestyle goods through its official website.
b) “Customer” shall mean any individual or entity who places an order for goods offered by the Company through its online platform.
c) “Order” shall mean a confirmed request placed by a Customer through the Company’s website for the purchase of one or more products, subject to successful payment verification and acceptance.
d) “Dispatch” shall mean the physical handover of the packaged Order by the Company to its designated logistics partner for shipment and delivery to the Customer.
e) “Delivery” shall mean the successful handing over of the ordered product to the Customer or their representative at the delivery address specified at the time of placing the Order.
f) “Third-Party Logistics Provider” or “Shipping Partner” shall mean an independent logistics aggregator engaged by the Company for facilitating shipping, transit, and delivery of Orders. This shall also include any affiliated or sub-contracted carriers operating under or through the Shipping Partner.
g) “Transit Issues” shall mean any delay, damage, loss, theft, or non-delivery of the product occurring after the Order has been dispatched from the Company’s facility and while in the custody or control of the Third-Party Logistics Provider.
h) “Working Days” shall mean all days excluding Saturdays, Sundays, and public holidays observed by the Company, during which order processing and shipping activities are undertaken.
i) “Return to Origin (RTO)” shall mean the process by which an undelivered Order is returned to the Company’s warehouse due to non-availability of the Customer, incorrect address, or repeated delivery failure.
j) “Force Majeure Event” shall mean any event beyond the reasonable control of the Company that prevents or delays the performance of its shipping obligations, including but not limited to natural calamities, strikes, lockdowns, war, cyber incidents, governmental orders, or carrier disruptions.
1.2. Interpretation
a) In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.
b) Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.
c) References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.
d) Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings.
e) Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.
f) The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.
g) All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.
2. PURPOSE
a) This Shipping Policy sets out the terms and conditions governing the processing, handling, dispatch, and delivery of products ordered through the official website of Cravings. It aims to provide transparency to customers regarding the Company’s logistical operations, expected delivery timelines, shipping methods, third-party involvement, and the allocation of responsibilities between Cravings and its logistics partners.
b) The Policy is intended to establish uniform standards for managing customer expectations, and minimizing disputes. It also outlines the limitations of the Company’s liability in relation to transit-related delays, damage, or loss, and affirms Cravings’ commitment to providing timely support and clarity throughout the post-purchase experience.
c) In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning shipping mechanisms.
3. ORDER PROCESSING
a) Order Confirmation and Payment Verification: Upon successful placement of an order on the Company’s website, the Customer shall receive an automated order confirmation email at the registered email address. This confirmation is subject to verification of payment, product availability, and internal review. The Company reserves the right to cancel any order where payment verification fails, stock is unavailable, or the order appears suspicious or non-compliant with applicable terms.
b) Processing Timeline: Orders are typically processed within 3 to 4 working days from the time of successful payment verification, excluding Saturdays, Sundays, and public holidays observed by the Company. Processing time refers to the time taken to verify, prepare, and package the order for dispatch and is independent of shipping or delivery timelines.
c) Order Modifications and Cancellations: Customers may request modifications or cancellations to their order only before the order has been marked as ‘processed’ as set forth in clause 4(a) by the Company’s fulfilment team. Once an order has entered the processing stage, it cannot be modified or cancelled. The Company reserves the right to decline cancellation requests received post-processing.
d) Inventory and Stock Availability: All products are offered for sale subject to availability. In the event that an item becomes unavailable after an order has been placed and paid for, the Company shall notify the Customer and initiate a refund as detailed in “Return & Exchange Policy” within 7 to 10 business days. The Company shall not be held liable for any damages or claims resulting from stock unavailability.
e) Fraud and Security Review: All orders are subject to review by the Company’s internal fraud prevention and security protocols. The Company may, at its sole discretion, cancel any order that raises security concerns, involves suspicious activity, or violates the terms and conditions of the platform. In such cases, a refund will be issued to the original method of payment.
f) Pre-Dispatch Communication: Once the order is successfully processed and ready for dispatch, the Customer will receive a shipping confirmation message containing the shipment tracking link and other relevant details. It is the Customer’s responsibility to monitor delivery status using the tracking information provided.
4. ORDER MODIFICATION, CANCELLATION, AND PRE-ORDER POLICY
a) Right to Modify or Cancel Orders Prior to Dispatch: Customers are permitted to request modifications or cancellations to their order before the order has entered the processing stage. Modification or cancellation requests must be raised promptly by contacting the Company’s customer support team at ordersupport@giveintothecravings.com, and such requests shall be honored at the sole discretion of the Company, provided the order has not been processed.
b) Restrictions on Cancellation Post-Processing: Once an order has been marked as “processed” and is queued for dispatch, the Company shall not accept any requests for cancellation or modification. This is because the logistics workflow with the third-party shipping aggregator becomes non-reversible at this stage. Customers are therefore advised to verify all order details, including shipping address and product selection, prior to completing the checkout process.
c) Pre-Order Terms and Conditions: Certain products listed on the Company’s platform may be made available on a pre-order basis, clearly marked as such on the product description page. By placing a pre-order, the Customer acknowledges that the item is not currently in stock and will be dispatched only upon arrival at the Company’s facility, as per the estimated timeline indicated at the time of purchase.
d) Pre-Payment Requirement: All pre-orders must be fully paid in advance using the available payment methods on the website. The Company does not offer a “cash on delivery” (COD) option for pre-order items.
e) Cancellation and Refund of Pre-Orders: Once placed, pre-orders cannot be cancelled, modified, or refunded, except in cases where:
(i) The Company is unable to procure or deliver the pre-order item within the estimated availability window; or
(ii) The product is discontinued or otherwise withdrawn by the Company.
In such cases, the Customer will be notified, and a full refund will be processed to the original method of payment within 7 to 10 business days, or as otherwise required under applicable law.
5. SHIPPING METHODS, DELIVERY TIMELINES, AND COURIER TRACKING
a) Shipping Partner: All orders placed through the Company’s website are shipped via a third-party logistics aggregator. The third-party aggregator may further assign delivery to affiliated courier services based on serviceable pin codes, delivery priority, or logistic optimization. Cravings does not control the internal operations of these courier partners and does not guarantee performance once the package is dispatched from its facility.
b) Serviceable Locations: Cravings offers domestic shipping. Serviceability is subject to the delivery partner’s coverage area. If a specific delivery location is not serviceable, the Customer will be informed and a full refund will be issued.
c) Shipping Methods and Estimated Timelines: The delivery timelines below are indicative and may vary due to external factors such as public holidays, weather, strikes, remote area access, or force majeure events:
|
SHIPPING CATEGORY |
SERVICE TYPE |
ESTIMATED DELIVERY TIMELINE |
AVAILABILITY |
|
Domestic Standard Shipping |
Surface or Air (as applicable) |
Depends on product and pin code but typically takes 10 to 12 business days post-dispatch. All custom size orders will take 30-40 business days post-order confirmation. |
All serviceable pin codes across India |
Note: The estimated delivery period begins after the order has been processed and dispatched from the Company’s facility. It does not include order processing time.
d) Order Processing Time (Separate from Delivery): All orders are subject to a standard 3 to 4 working days of processing time, which includes payment verification, quality check, and packaging before dispatch. This processing time is excluded from the delivery estimate provided above.
e) Courier Tracking and Status Updates Once the order has been dispatched, Customers will receive an email/message containing:
(i) The tracking number,
(ii) The courier partner’s name, and
(iii) A direct link to the tracking page hosted by the Shipping Partner or its affiliated carrier.
f) Customers are encouraged to monitor delivery status regularly. Any delay or issue observed in tracking post-dispatch should be first addressed with the delivery provider using the tracking interface.
g) Non-Guarantee of Timelines: The Company makes commercially reasonable efforts to meet the estimated delivery timelines. However, delivery times are not guaranteed, and delays may occur due to unforeseen logistical or regulatory issues, particularly in the case of remote deliveries.
6. SHIPPING CHARGES
a) Domestic Shipping Charges: Shipping charges for domestic orders are calculated at checkout and are based on the delivery location, order value, and weight of the shipment. The applicable shipping charge will be clearly displayed before the customer proceeds with final payment.
b) Non-Refundable Shipping Charges: All shipping charges, once paid, are non-refundable, including but not limited to:
(i) Orders returned to origin (RTO) due to delivery failure,
(ii) Orders refused by the recipient,
(iii) Orders returned for reasons not attributable to the Company, such as incorrect address, recipient unavailable, or failure to respond to delivery attempts,
(iv) Orders in which products were delivered late due to courier delays, weather, strikes, or force majeure events.
c) Multiple Orders and Consolidated Shipping: If multiple orders are placed by the same customer to the same shipping address within a short time frame, Cravings may, at its discretion, consolidate them into a single shipment. In such cases, applicable shipping charges will be adjusted accordingly, where applicable.
d) Shipping Charges Modifications: The Company reserves the right to modify the shipping charges at any time without prior notice. However, any such change shall not apply to orders already placed and confirmed prior to such modification.
7. THIRD-PARTY SHIPPING & TRANSIT DISCLAIMER
a) Third-Party Logistics Engagement: Cravings partners with third-party logistics aggregators for the facilitation of shipping and last-mile delivery of customer orders. The third-party aggregator may, in turn, engage various independent courier service providers to execute deliveries. Cravings does not own, control, or operate these logistics providers and acts solely as the dispatching party.
b) Transfer of Risk Post-Dispatch: Once an order has been successfully processed, packaged, and handed over to the third-party aggregator or its affiliated carrier partners, the responsibility for the shipment, including all transit-related risks such as delay, damage, misplacement, or theft, shall not be on Cravings. Cravings does not assume responsibility for the performance, negligence, or delay on the part of the logistics provider or its partners.
c) No Refund or Replacement for Transit Issues: Cravings shall not offer any refund, replacement, compensation, or redelivery in cases where:
(i) The product is delayed in transit by the courier;
(ii) The product is damaged during shipping;
(iii) The shipment is marked as delivered by the courier, but the Customer claims non-receipt;
(iv) The package is lost, stolen, or mishandled while in the custody of the courier
d) Customers expressly acknowledge and accept that these are events beyond the control of the Company, and remedies, if any, must be sought directly from the concerned logistics provider.
e) Tracking and Customer Responsibility: Cravings shall provide the Customer with a shipment tracking link via email/message upon dispatch. It is the Customer’s responsibility to monitor the shipment status and escalate any delivery concerns promptly with the carrier. Cravings may, on a goodwill basis, assist the Customer in coordinating with its logistics partner, but does not guarantee any outcome or assume liability
f) Limitation of Liability: To the fullest extent permitted under applicable law, Cravings disclaims any liability for consequential, indirect, or incidental losses arising due to failure or delays in shipping or delivery performed by third-party logistics partners. This disclaimer is a material term of the transaction and is expressly accepted by the Customer at the time of placing the order.
7. FAILED DELIVERY, RETURN TO ORIGIN (RTO), AND LOST OR DAMAGED PACKAGES
a) Delivery Attempts and Failed Delivery: The Company’s logistics partner (including its associated courier agencies), shall make a limited number of delivery attempts at the shipping address provided by the Customer during checkout. If the recipient is unavailable, unreachable, or refuses delivery, or if the address provided is incorrect or incomplete, the package may be marked as “undeliverable” and subsequently returned to the Company’s warehouse (“Return to Origin” or “RTO”).
b) Return to Origin (RTO) Handling: In the event of an RTO, the Customer will be notified via email. The original shipping charges shall remain non-refundable, and any additional charges for re-shipment shall be borne by the Customer. Re-dispatch of an RTO package shall be processed only upon confirmation of a revised address and advance payment of applicable re-shipping charges.
c) Responsibility for Delivery Failures: The Customer is solely responsible for ensuring that the shipping address provided is accurate, complete, and accessible. Cravings shall not be held liable for delivery failures due to Customer error, including but not limited to:
(i) Incorrect or incomplete address,
(ii) Refusal to accept delivery,
(iii) Unavailability during delivery window.
d) Lost, Damaged, or Tampered Packages: Once an order is dispatched and handed over to its logistics partner or its associated carrier, Cravings disclaims all liability for any loss, theft, damage, or tampering of the product during transit.
e) Reporting and Support: In the event of a delivery issue, Customers are encouraged to raise the concern directly with the delivery partner using the tracking and contact mechanism provided in the shipping confirmation email/message. Cravings may assist, on a best-effort basis, by facilitating communication between the Customer and Cravings’ Logistics Partner but shall not be held responsible for the final resolution or any consequential loss arising from failed or defective delivery.
f) No Liability for Transit Defects: Cravings shall not process refunds or replacements for orders impacted by in-transit defects, including delay, tampering, breakage, theft, or misplacement, once the package has been handed over to the courier partner.
8. RETURN SHIPPING RESPONSIBILITY
Please refer to the Return & Exchange Policy of Cravings.
9. ESTIMATED DISPATCH & DELIVERY DISCLAIMER
a) Dispatch Timeline Disclaimer: All orders placed on the Company’s website are subject to a standard processing period of 24 to 48 working hours before dispatch. Processing includes order verification, payment confirmation, quality checks, and packaging. The Company endeavors to dispatch all orders within this timeline; however, processing delays may occur during high-demand periods, technical issues, or unforeseen operational constraints.
b) Delivery Timeline Estimates: The delivery timelines communicated at checkout or elsewhere on the website are only indicative and do not constitute binding commitments. These estimates begin only after the dispatch of the order and do not include order processing time. The following factors may impact delivery timelines:
(i) Location-specific transit durations,
(ii) Courier service disruptions,
(iii) Weather conditions,
(iv) Public holidays or non-working days,
(v) Force majeure events.
c) No Guarantee of Delivery Date: While the Company takes all reasonable efforts to meet the estimated delivery dates, Cravings does not guarantee the arrival of any order on a specific date or within a specified timeframe. The actual delivery time may vary depending on factors beyond the Company’s control, particularly as deliveries are fulfilled by third-party logistics partners.
d) No Compensation for Delay: The Company shall not be liable for any direct or indirect loss, inconvenience, or damages resulting from delays in delivery, irrespective of the nature or cause of the delay. No compensation, discount, refund, or return shall be provided solely on the grounds of late delivery.
e) Customer Responsibility to Track: Customers are expected to use the shipment tracking link provided via email/message at the time of dispatch to monitor their order status. In case of any substantial delay observed post-dispatch, customers should promptly escalate the issue with the logistics partner or notify the Company’s support team for coordination assistance.
10. FORCE MAJEURE
a) The Company shall not be held liable for any delay, failure, or disruption in order processing, dispatch, shipping, or delivery of products that arises due to events beyond its reasonable control (“Force Majeure Events”). Such events include, but are not limited to, natural disasters (such as floods, earthquakes, or cyclones), acts of God, fire, war, terrorism, civil unrest, national emergencies, governmental actions or regulations, labor strikes, pandemics, public health emergencies, courier service disruptions, transportation blockades, cyber-attacks, and failures or delays on the part of third-party service providers, including its Logistics Partner or its affiliates.
b) During the occurrence of a Force Majeure Event, the Company’s obligations under this Policy shall be deemed suspended for the duration of the event, and the estimated timelines for dispatch or delivery may be extended without penalty. The Company will make commercially reasonable efforts to inform affected Customers of such delays and resume operations as soon as the situation permits. In such cases, the Company shall not be liable to offer any refund, compensation, penalty, or damages for non-performance or delay resulting from a force majeure event.
11. PUBLIC HOLIDAYS OBSERVED
a) The Company observes certain public holidays during which order processing, dispatch, and customer service may be unavailable. Orders placed immediately before or during these holidays may experience delays in processing or shipping.
12. CUSTOMER SUPPORT & CONTACT INFORMATION
a) For any queries, concerns, or assistance related to shipping, tracking, delivery, or logistics, customers may reach out to the Company’s support team during the following business hours:
Customer Support Email: ordersupport@giveintothecravings.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM IST
Closed on: Weekends and public holidays.
All inquiries will be addressed in the order received, and the Company endeavors to respond within 2 business days.
13. GRIEVANCE REDRESSAL MECHANISM
a) The Company is committed to addressing and resolving customer concerns in a transparent, fair, and time-bound manner. Cravings has appointed a Grievance Officer to handle complaints related to shipping, delivery, logistics failures, and other issues arising under this Shipping Policy.
b) Customers who have unresolved concerns related to:
(i) Delayed or failed deliveries,
(ii) Shipping defects,
(iii) Courier non-cooperation,
(iv) Issues with order tracking,
(v) Non-receipt of goods marked as “delivered” by the courier,
(vi) Breach of obligations under this Shipping Policy,
may raise complaints or concerns in writing to:
Email: customer@giveintothecravings.com
Address: Seraphic Lifestyle Private Limited, No. 118, Sector-74, block 2/R2, M3M cornerwalk, Gurugram, Haryana, 122004
Contact Number: +91 92115 71676
Grievances will be acknowledged within 48 hours and resolved within 15 working days.
c) Upon receipt of a complaint, the Grievance Officer shall:
(i) Acknowledge the complaint within 48 hours of receipt,
(ii) Endeavour to resolve the complaint within one month from the date of receipt.
d) All complaints must be made in writing and must include the order number, registered email address, contact number, nature of grievance, and any supporting documentation or screenshots where applicable. Complaints made via unofficial channels (such as social media comments or private DMs) shall not be considered formal grievances unless subsequently submitted via the designated email address.
e) The Grievance Officer’s role is to ensure that every complaint is evaluated fairly and that appropriate action is taken in accordance with this Shipping Policy, applicable laws, and the Company’s internal protocols.
14. GOVERNING LAW & JURISDICTION
This Shipping Policy shall be governed by and construed in accordance with the laws of India, without reference to conflict of laws principles. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts located in Delhi, India.
15. REVIEW AND AMENDMENTS
The Company reserves the right to amend, modify, or update this Shipping Policy at any time, without prior notice, in order to reflect changes in legal requirements, business practices, or logistics processes. Any such changes shall be effective immediately upon being published on the Company’s official website. Customers are encouraged to review this Policy periodically to remain informed of its current terms. Continued use of the website or placing orders after changes are posted shall be deemed acceptance of the revised Policy by the customers.
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NOWTHEREFORE, by placing an order through the Company’s website, the Customer acknowledges and agrees to be bound by the terms set forth in this Shipping Policy. If the Customer does not agree with any part of this Policy, they are advised not to proceed with the transaction. Use of the Company’s website or any associated purchase shall constitute deemed acceptance of this Shipping Policy, as amended from time to time.