Shipping policy
Luxuries for those who define it better
Thank you for shopping with ORAZA. We are committed to getting your order to you as quickly and as reliably as possible. This Shipping Policy explains how we process orders, the delivery timelines you can expect, and what happens in the rare cases where something does not go to plan.
Throughout this policy, a "business day" means Monday to Saturday, excluding Sundays and public holidays observed in Gujarat, India.
1. Order Processing and Dispatch
- Processing time. All orders are prepared and dispatched within 2 to 3 business days of the order entering our processing cycle.
- Daily cut off. Orders placed before 3:00 PM IST on a business day enter that day's processing cycle. Orders placed after 3:00 PM IST, or on a Sunday or public holiday, enter the cycle on the next business day.
- Order confirmation. You will receive an email confirming your order shortly after checkout. This confirms that we have received your order, not that it has been dispatched.
- Address accuracy. Please review your shipping address and phone number carefully at checkout. Once an order has been dispatched, we may not be able to change the delivery address.
2. Delivery Locations and Timelines
We currently ship across India. The timelines below are estimates and begin from the point of dispatch, not from the point of order.
| Destination | Processing | Delivery after dispatch | Estimated total |
|---|---|---|---|
| Surat | 2 to 3 business days | 2 to 3 business days | 4 to 6 business days |
| Other Indian cities | 2 to 3 business days | 3 to 5 business days | 5 to 8 business days |
| Remote or less accessible areas | 2 to 3 business days | Up to 7 business days | Up to 10 business days |
These windows reflect typical courier performance and are not guaranteed delivery dates. Serviceability in certain pin codes is determined by our courier partners and may change without notice.
3. Shipping Charges
Shipping is free on all orders across India. There are no additional delivery charges, handling fees or surcharges at checkout, and the price you see is the price you pay.
Please note that although shipping is offered to you free of cost, ORAZA still bears the actual forward and return freight charged by our courier partners. Where an order is returned to us undelivered through no fault of ours, these costs may be recovered as set out in Section 6.
4. Tracking Your Order
Once your order has been dispatched, you will receive:
- A dispatch confirmation email containing your tracking ID.
- A link to the tracking portal of the relevant courier partner.
Please allow up to 24 hours from dispatch for tracking information to become active. If your tracking link has not updated after 24 hours, contact us using the details in Section 8 and we will follow up with the courier on your behalf.
5. Delays and Exceptions
While we plan our timelines conservatively, delivery can occasionally be affected by factors outside our control:
- Public holidays and industrial action. Deliveries may be delayed during regional or national holidays, peak festive periods, or unforeseen courier strikes.
- Incomplete or incorrect addresses. Orders with an incomplete address, an incorrect pin code or an unreachable phone number may be delayed, returned to us, or may attract additional charges. Please double check your details at checkout.
- Force majeure. Events beyond our reasonable control, including natural disasters, severe weather, pandemics, civil disruption, regulatory or customs action and major logistical failures, may extend delivery timelines. We will notify you promptly if your order is affected.
In each of these cases we will keep you informed and continue to work with our courier partners until your order is delivered.
6. Failed Delivery and Return to Origin
We make genuine efforts to complete every delivery. Our courier partners will ordinarily attempt delivery more than once, and if a delivery attempt is unsuccessful we will also try to reach you by phone using the number provided at checkout.
If we are unable to reach you, or if the order remains undelivered after those attempts, the shipment will be marked as Return to Origin (RTO) and sent back to us.
Where an order is returned to us as RTO for reasons attributable to the customer, such as an incorrect or incomplete address, repeated unavailability at the delivery address, or refusal to accept the parcel, a full refund cannot be issued. In these cases we will refund the order value after deducting the actual forward and return shipping costs incurred by us, along with any applicable taxes and payment gateway charges. The balance will be refunded to your original payment method.
Where an order is returned to us for reasons attributable to ORAZA or to our courier partners, you will receive a full refund with no deduction. We appreciate your understanding and cooperation.
7. Damaged, Missing or Incorrect Deliveries
If your parcel arrives damaged, opened or tampered with, please do not accept the delivery where possible, and contact us within 48 hours of delivery with photographs of the package and its contents. If an item is missing or incorrect, please contact us within the same window. For everything relating to returns, replacements and refunds, please refer to our Refund Policy.
8. Contact Us
If you have any questions or concerns about your shipment, we are happy to help.
ORAZA
A-203, Twin Tower, Abrama Road
Mota Varachha, Surat, Gujarat 394101
India
Email: help.oraza@gmail.com
Support hours: Monday to Sunday, 10:00 AM to 6:00 PM IST
Contact page: oraza.in/pages/contact
When you write in, please include your order number so that we can help you faster. We typically respond within one business day.
Thank you for choosing ORAZA. We appreciate your patience and look forward to serving you again soon.
