SHIPPING, LOGISTICS & INSURANCE POLICY

OBJECTIVE & APPLICABILITY

All orders are fulfilled by Sapphire Rose India and governed under Indian law. Any legal dispute will fall under the jurisdiction of Kolkata, India.

This policy governs all domestic and international shipments made by Sapphire Rose through its official platform (www.sapphirerosehomedecor.com). It outlines shipping timelines, responsibilities, insurance coverage and customer support with specific controls aligned to Indian compliance frameworks and GST/export laws.

GEOGRAPHICAL COVERAGE

Orders are fulfilled from Sapphire Rose’s Indian facility, and processed either for direct customer delivery.

ORDER FULFILLMENT PROCESS

TIMELINES & TURNAROUND

Made-to-order and customised products may take longer. All timelines are indicative and subject to availability of logistics partners and external conditions.

SHIPPING CHARGES & TAXES

Domestic

• Shipping charges calculated dynamically at checkout
• Free shipping for select cart values (as per periodic offers)
• GST applicable as per HSN/SAC codes

International

• Freight charge calculated at checkout or based on quote
• Import Duties, Local Taxes, Customs Clearance Fees to be borne by the customer included in pricing of product

PACKAGING & HANDLING

• Products are packed with multi-layer cushioning (bubble wrap, corrugated sheets, shrink wrap) suitable for fragile home décor items
• For bulk export, palletization and wooden crate packaging are used

INSURANCE & RISK COVERAGE

All domestic orders are covered under standard courier transit insurance up to the invoice value. All international orders are covered under Marine Transit Insurance, where applicable.

For orders exceeding ₹50,000 (or USD $500), high-value shipments are mandatorily insured. ID proof may be required for customs documentation or delivery verification. Additional lead time may apply due to secure packaging and mandatory pre-dispatch checks. To make a claim report within 72 hours of delivery with evidence (photos, invoice, courier POD).

COURIER PARTNERS & TRACKING

• Tracking links are automatically emailed/SMSed post-dispatch
• Real-time updates reflect shipping stage codes (Processing → Dispatched → In Transit → Delivered)

DELAYS & EXCEPTIONS

In case of failed delivery due to incorrect address or recipient unavailability, the product will be returned to our warehouse (RTO). Reshipping charges will be borne by the customer. Refund/store credit timelines and terms for RTOs will be communicated case-wise.

Sapphire Rose shall not be liable for delays due to:

• Incorrect shipping addresses or contact details
• Logistics network disruptions (strikes, climate, pandemics)
• Customs clearance delays
• Natural calamities or force majeure events

Customers are advised to track their shipment regularly and contact our support team for assistance.

CUSTOMER SUPPORT & ESCALATIONS

The current support process is further structured as:

Step 1: Email support (response within 24–48 hours)

Step 2: WhatsApp/chatbot/live agent engagement

Step 3: Escalation to Logistics Head / Grievance Officer

Please quote Order ID, Invoice No., Date of Purchase and any relevant tracking details while raising complaints.

DOCUMENTATION FOR EXPORT ORDERS

Each export shipment will be supported by the following documents:

• Commercial Invoice (GST-compliant)
• Packing List
• Shipping Bill (via ICEGATE)
• E-Way Bill (if applicable for domestic transit)
• Insurance Certificate
• IGST Payment Receipt