Shipping policy

We aim to deliver our artisanal soaps and related products to you efficiently and reliably. This Shipping Policy explains our shipping processes, costs, delivery timelines, and related terms for orders placed through our website www.querenciasoaps.com. By placing an order, you agree to the terms outlined in this Shipping Policy, which forms part of our Terms and Conditions.

1. Shipping Destinations

We ship to addresses within India. Available shipping locations are displayed at checkout. If your location is not listed, please contact us at contact@querenciasoaps.com to inquire about availability.

2. Shipping Costs

  1. Domestic Shipping (India): Shipping costs are calculated based on the order weight, dimensions, and delivery location. Costs are displayed at checkout before you confirm your order.
  2. Free Shipping: We may offer free shipping on orders meeting a minimum purchase amount (e.g., orders above ₹1,000). Eligibility and conditions will be clearly stated at checkout or in promotional materials.
  3. Transparency: All shipping costs include applicable taxes (e.g., GST) and are shown in Indian Rupees (INR). No hidden fees will be added after checkout.

3. Order Processing and Delivery Times

  1. Order Processing: Orders are typically processed within 1–2 business days after payment confirmation. Business days are Monday through Saturday, excluding public holidays in India.
  2. Delivery Timelines:
  • Within India: Delivery typically takes 3–7 business days, depending on the shipping method and location (e.g., metro cities vs. remote areas).
  • Timelines are estimates and may vary due to factors beyond our control, such as courier delays, weather conditions, or government restrictions.

      3. Shipping Confirmation: Once your order is shipped, you will receive a confirmation email with tracking details (if available) and an estimated delivery date.

4. Shipping Methods and Partners

  1. Domestic Shipping: We partner with trusted courier services, such as India Post, Ship Rocket, Delhivery, to deliver within India. The specific courier will be selected based on your location and order details.
  2. Tracking: Where available, we provide tracking information via email or your account on the Site. Some economy shipping options may not include tracking.

 

5. Delivery Issues

  1. Incorrect Address: You are responsible for providing accurate shipping information. We are not liable for delays, non-delivery, or additional costs due to incorrect or incomplete addresses.
  2. Failed Delivery Attempts: If a delivery attempt fails (e.g., no one is available to receive the package), the courier may attempt redelivery or return the package to us. Additional shipping fees may apply for reshipment.
  3. Lost or Damaged Shipments: If your order is lost or arrives damaged, contact us at contact@querenciasoaps.com within 7 days of the estimated delivery date. We will work with the courier to resolve the issue or provide a replacement/refund, subject to our Return Policy.

6. Shipping Restrictions

  1. Force Majeure: We are not liable for delays due to events beyond our control, such as natural disasters, strikes, government restrictions, or courier disruptions.

7. Returns and Refunds Related to Shipping

If a product arrives damaged, or not as described, you may request a return within 7 days of delivery. Contact contact@querenciasoaps.com to initiate a return. Shipping costs for return of products damaged during transit or incorrect items will be covered by us. For products unless it is our error (e.g., damaged during transit or incorrect product) and unopened or unused product (where permitted), you will be responsible for return shipping costs. See our Return Policy for details.

9. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in our practices or legal requirements. Updates will be posted on this page with a revised “Last Updated” date. Significant changes will be communicated via email or Site notifications. Continued use of the Site or placing orders after changes constitutes acceptance of the updated policy.

10. Contact Us

For questions, concerns, or issues related to shipping, contact our Customer Support team:
• Email: contact@querenciasoaps.com
• Phone: +91 9076000906
• Address: DC Enterprise, Gala number 2 & 3, New Manisha Nagar, Beturkar pada, Kalyan West, Thane – 421301, Maharashtra

Return Policy for Querencia Soaps

At Querencia Soaps, we strive to ensure you are satisfied with your purchase of our artisanal soaps and related products. This Return Policy outlines the terms and conditions for returning products purchased through our website www.querenciasoaps.com. By placing an order, you agree to this Return Policy, which forms part of our Terms and Conditions and Shipping Policy.

1. Eligibility for Returns

1. Return Window: You may request a return within 7 days of receiving your order.

  • Damaged Product: The product is damaged during transit upon delivery.
  • Incorrect Product: The product received does not match the description or order placed.

2. Non-Returnable Items: Due to hygiene and safety reasons, the following items are not eligible for return unless damaged or incorrect:

  • Opened or used soaps or personal care products.
  • Products marked as non-returnable at the time of purchase (e.g., limited-edition items or promotional bundles).

3. Condition of Returned Items: To be eligible for a return, products must be:

  • Unused and in their original condition.
  • In original packaging, including any labels, seals, or wrapping, where applicable.
  • Accompanied by proof of purchase (e.g., order confirmation email or receipt).

2. Return Process

1. Initiating a Return:

  • Contact our Customer Support team within 7 days of delivery at contact@querenciasoaps.com.
  • Provide your order number, reason for return, and photos of the product (if damaged or incorrect).
  • We will acknowledge your request within 48 hours.

2. Return Approval: We will review your request and, if approved, provide a Return Authorization Number and instructions for returning the product.

3. Return Shipping:

  • For products damaged during transit, or incorrect items, we will cover return shipping costs and provide a prepaid shipping label.
  • For shipping costs, unless the return is due to our error (e.g., damaged during transit or incorrect product) and unopened or unused product (where permitted), you are responsible for return shipping costs, unless otherwise stated.
  • Ship returns to: DC Enterprise, Gala number 2 & 3, New Manisha Nagar, Beturkar pada, Opp Prime Gymnasium, Kalyan West, Thane – 421301, Maharashtra.

4. Inspection: Returned products will be inspected upon receipt to confirm eligibility. We reserve the right to reject returns that do not meet the criteria outlined in Section 1.

3. Refunds

1. Refund Eligibility: Refunds will be issued for eligible returns after we receive and inspect the product, typically within 8–10 business days of receipt.

2. Refund Amount:

  • For products damaged during transit, or incorrect items, we will refund the full purchase price, including original shipping costs (if applicable).
  • For shipping costs, on products unless it is our error (e.g., damaged during transit or incorrect product) and unopened or unused product (where permitted), we will deduct return shipping costs.
  • Promotional discounts or free shipping offers may be adjusted in the refund calculation.

3. Refund Method: Refunds will be issued to the original payment method (e.g., credit / debit card, UPI, or bank account via Razorpay). If the original method is unavailable, we may issue a store credit or alternative payment method at our discretion.

4. Exchanges

  1. Exchange Option: If a product is damaged or incorrect, you may request an exchange for the same or a similar product, subject to availability. You can contact at contact@querenciasoaps.com to arrange an exchange.
  2. Exchange Shipping: We will cover shipping costs for exchanges due to damaged or incorrect items. For other exchanges (where permitted), you will be responsible for shipping costs.

5. Damaged or Lost Shipments

  1. Damaged Deliveries: If your order arrives damaged, notify us within 7 days of delivery with photos of the damage and packaging. We will arrange a replacement or refund, subject to our inspection.
  2. Lost Shipments: If your order is lost in transit, contact us within 7 days of the estimated delivery date provided in the shipping confirmation. We will work with the courier (e.g., Ship Rocket, Delhivery) to locate the package or provide a replacement/refund.

6. Changes to This Return Policy

We may update this Return Policy to reflect changes in our practices or legal requirements. Updates will be posted on this page with a revised “Last Updated” date. Significant changes will be communicated via email or Site announcements. Continued use of the Site or placing orders after changes constitutes acceptance of the updated policy.

7. Contact Us

For questions, concerns, or to initiate a return, contact our Customer Support team:
• Email: support@querenciasoaps.com
• Phone: +91 9076000906
• Address: DC Enterprise, Gala number 2 & 3, New Manisha Nagar, Beturkar pada, Kalyan West, Thane – 421301, Maharashtra