Shipping policy

At Azra, we aim to deliver every order safely, carefully, and within the estimated timeline shared with the customer. Since our products may include designer wear, handcrafted outfits, limited-stock pieces, altered garments, customized sizing, pre-booked styles, and made-to-order items, delivery timelines may vary from product to product.

By placing an order with Azra, you agree to the terms mentioned in this Shipping & Delivery Policy. This policy should be read together with our Terms & Conditions, Cancellation Policy, and Return, Refund & Exchange Policy.

1. Prepaid Orders Only

Azra currently accepts prepaid orders only. Orders are processed only after successful payment confirmation.

Payment confirmation does not automatically guarantee product availability. If a product becomes unavailable after payment due to stock mismatch, designer-side unavailability, quality check failure, pricing error, listing error, or any operational reason, Azra will inform the customer and provide an appropriate resolution as per the applicable policy.

2. Order Confirmation

An order is considered confirmed only after successful payment confirmation and internal order verification by Azra.

For certain products, especially high-value designer wear, customized pieces, altered outfits, pre-booked items, made-to-order pieces, sale items, or limited-stock products, Azra may contact the customer for additional confirmation before processing the order.

Azra reserves the right to hold, delay, or cancel an order if payment is incomplete, payment verification fails, customer details are incorrect, the product is unavailable, the product does not pass quality check, or additional confirmation is required from the customer.

3. Shipping Locations

Azra currently ships orders within India to serviceable pin codes.

Delivery availability may depend on courier coverage, customer location, product type, product value, packaging requirements, and shipping partner availability.

If international shipping is offered for a specific order, it will be subject to separate shipping charges, import duties, customs clearance, local taxes, documentation requirements, courier restrictions, and destination-country regulations. International shipping will only be applicable where expressly confirmed by Azra.

4. Delivery Timelines

Delivery timelines shown on the product page, checkout page, invoice, order confirmation, or communicated by the Azra team are estimated timelines only.

Delivery timelines may vary depending on:

Product availability
Designer or brand dispatch timelines
Store, warehouse, or designer-side sourcing
Made-to-order or pre-book status
Alteration or customization requests
Quality check requirements
Product finishing, packing, or special handling
Courier pickup and transit timelines
Customer location and pin code serviceability
Public holidays, festivals, strikes, weather conditions, operational issues, or other circumstances beyond Azra’s reasonable control

Ready-to-ship products are usually dispatched faster. Designer wear, handcrafted outfits, altered pieces, customized garments, pre-booked pieces, and made-to-order products may require additional time.

If delivery is required by a specific date, the customer must contact Azra before placing the order. Azra may try to assist, but delivery by a requested date is not guaranteed unless expressly confirmed in writing by Azra.

5. Dispatch Timeline

Orders are dispatched only after successful payment confirmation, internal order verification, product availability confirmation, and quality check.

Dispatch may be delayed if:

The product is being sourced from a designer, brand, store, warehouse, or third-party supplier
The product requires alteration, customization, finishing, pressing, packaging, or quality check
The order contains multiple products from different designers or locations
The customer has requested measurement confirmation, styling assistance, alteration, or special handling
Customer details such as address, phone number, email, or order information require clarification
The product does not pass Azra’s quality check and needs review or replacement

Azra may contact the customer through phone, WhatsApp, SMS, email, or any other contact method provided by the customer for order-related clarification. Delay in customer response may delay dispatch.

6. Shipping Charges

Shipping charges, if applicable, will be displayed at checkout or communicated by the Azra team before order confirmation.

Shipping charges may vary based on delivery location, order value, product weight, product value, packaging requirements, shipping partner, delivery speed, and special handling requirements.

Shipping fees, express delivery charges, special packaging charges, alteration courier charges, reverse pickup charges, re-shipping charges, and other logistics-related charges may be non-refundable unless the issue is directly caused by Azra.

7. Multiple Products in One Order

If an order contains multiple products, Azra may ship them together or separately depending on product availability, designer dispatch timelines, warehouse or store location, alteration status, and courier feasibility.

If products are shipped separately, each shipment may have a separate delivery timeline and tracking detail.

A delay in one product will not automatically cancel the entire order unless Azra confirms otherwise.

8. Order Tracking

Once an order is dispatched, tracking details may be shared through SMS, WhatsApp, email, or the customer’s account on the website, wherever available.

Tracking updates are controlled by the courier partner. There may be a delay between physical dispatch and live tracking activation.

Customers can contact Azra Customer Care if tracking does not update for an unusual period.

9. Delivery Attempts

The courier partner will attempt delivery as per its standard delivery process. Customers are requested to ensure that the delivery address and contact number are complete, accurate, and reachable.

If the customer is unavailable, unreachable, refuses delivery, provides an incorrect address, or fails to accept delivery after courier attempts, the shipment may be returned to Azra.

In such cases, Azra may charge additional shipping, return-to-origin, re-shipping, storage, handling, or packaging charges before resending the order.

For prepaid orders, repeated failed delivery may result in cancellation subject to Azra’s Cancellation Policy and Return, Refund & Exchange Policy.

10. Incorrect Address or Contact Details

The customer is responsible for providing complete and accurate delivery details, including name, phone number, email address, full address, pin code, landmark, and any special delivery instructions.

Azra will not be responsible for delay, failed delivery, misdelivery, or additional shipping cost caused by incorrect, incomplete, or outdated customer information.

Address change requests may be accepted only before dispatch. Once the order is dispatched, address changes will depend on courier feasibility and may not always be possible.

11. Customer Unavailability

If the customer is unavailable at the time of delivery, the courier partner may attempt delivery again as per its standard process.

If the shipment is returned due to customer unavailability, incorrect address, unreachable contact number, restricted entry, refusal to accept the parcel, or failure to coordinate with the courier partner, Azra may treat the shipment as failed delivery.

Any additional cost for re-shipping, return shipping, storage, or handling may be charged to the customer.

12. Delays Beyond Azra’s Control

Azra will make reasonable efforts to dispatch and deliver orders within the estimated timeline. However, Azra will not be responsible for delays caused by circumstances beyond its reasonable control, including but not limited to:

Courier delays
Weather conditions
Flight delays
Roadblocks or transport disruptions
Strikes, lockdowns, political disruptions, riots, or public disturbances
Natural disasters or force majeure events
Festival or peak-season courier load
Customs or regulatory checks, where applicable
Designer-side production or dispatch delay
Quality check failure
Stock movement between stores, warehouses, designers, or suppliers
Incorrect customer details
Customer unavailability or delayed response

If a significant delay occurs, Azra may inform the customer and provide available options depending on the order status, product type, and applicable policy.

Nothing in this policy limits the customer’s rights in cases where the product is wrong, defective, deficient, materially different from the description, or delayed beyond agreed terms for reasons not covered by force majeure or circumstances beyond Azra’s reasonable control.

13. Quality Check Before Dispatch

Azra makes reasonable efforts to check products before dispatch.

Due to the nature of designer wear, handcrafted garments, hand embroidery, hand dyeing, delicate fabrics, artisanal finishing, and limited-production pieces, minor variations may occur in colour, embroidery, print placement, texture, fabric fall, finishing, or handwork. Such minor variations are not treated as defects.

Products are packed carefully to reduce the risk of transit damage.

14. Damaged, Tampered, or Suspicious Package

Customers are requested to check the outer packaging at the time of delivery.

If the package appears visibly damaged, opened, tampered with, wet, crushed, torn, resealed, or suspicious, the customer should refuse delivery and inform Azra immediately.

If the package is accepted and the product inside appears damaged, incorrect, or missing, the customer must contact Azra within 24 hours of delivery with:

Order number
Clear photos of the outer packaging
Clear photos or videos of the product
Photo of the shipping label/AWB
Unboxing video, wherever available

Azra may investigate the issue with the courier partner and internal team. Resolution will be provided as per Azra’s Return, Refund & Exchange Policy.

Claims raised after the reporting window may not be accepted, especially if packaging has been discarded or the product has been used, worn, washed, altered, damaged, or the tags have been removed.

15. Product Missing, Wrong Product, or Quantity Issue

If the customer receives a wrong product, missing item, or incorrect quantity, the customer must inform Azra within 24 hours of delivery.

The customer must share the order number, package images, product images, shipping label/AWB photo, and unboxing video wherever available.

Azra will review the issue and provide an appropriate resolution after verification. The product must remain unused, unworn, unwashed, undamaged, and with tags and original packaging intact.

16. Order Marked Delivered But Not Received

If tracking shows “delivered” but the customer has not received the package, the customer must inform Azra within 24 hours of the delivery update.

Azra will raise an investigation with the courier partner. The investigation timeline may vary depending on the courier company.

The customer may be required to provide a written declaration, ID confirmation, address confirmation, or any other information required for courier investigation.

If the courier confirms successful delivery to the correct address, Azra may not be liable for replacement or refund. If non-delivery is confirmed due to courier error, Azra will provide an appropriate resolution as per company policy.

17. Lost Shipments

If a shipment is officially confirmed as lost in transit by the courier partner, Azra may offer one of the following resolutions depending on product availability and order type:

Replacement of the same product
Alternative product option
Store credit
Refund to the original payment method

For one-of-a-kind, designer, customized, altered, sale, pre-booked, specially sourced, or made-to-order products, replacement may not always be possible.

18. Customer Refusal of Delivery

If a customer refuses delivery without a valid reason approved by Azra, the order may be treated as failed delivery.

In such cases, shipping charges, return shipping charges, payment gateway charges, handling charges, packaging charges, storage charges, and any other costs incurred may be deducted from any eligible refund, where applicable.

For customized, altered, sale, pre-booked, made-to-order, specially sourced, or designer-order products, refusal of delivery does not automatically make the order eligible for cancellation, return, exchange, or refund.

19. Shipping for Returns or Exchanges

Return pickup, reverse shipping, or exchange shipping will be governed by Azra’s Return, Refund & Exchange Policy.

Reverse pickup may not be available for all pin codes. If reverse pickup is unavailable, the customer may be required to ship the product back to the address provided by Azra.

Products sent back without prior written approval from Azra may not be accepted.

Return shipping charges may be borne by the customer unless the return is due to a wrong product, damaged product, defective product, or confirmed error from Azra’s side.

The product must be packed securely. Azra will not be responsible for damage caused during return transit due to improper packing by the customer.

20. Store Pickup

If store pickup is offered, the customer will be informed once the order is ready for collection.

The customer may be required to carry order confirmation, valid ID, and payment proof at the time of pickup.

Once the product is collected from the store, it will be treated as delivered.

If someone else is collecting the order on behalf of the customer, Azra may ask for authorization or confirmation from the customer.

21. International Shipping

International shipping is available only if expressly confirmed by Azra for a specific order.

For international orders, the customer will be responsible for all import duties, customs charges, local taxes, clearance charges, documentation requirements, and any additional charges levied by the destination country.

International delivery timelines are estimates and may be affected by customs clearance, airline movement, courier restrictions, destination-country laws, and local delivery processes.

Azra will not be responsible for customs delays, import restrictions, additional duties, failed delivery due to customer’s refusal to pay applicable charges, or delays caused by destination-country authorities.

International orders may not be eligible for return pickup, exchange, alteration support, or free return shipping unless expressly confirmed by Azra in writing.

22. Delivery Risk and Responsibility

Once the product is delivered to the shipping address provided by the customer, or collected through store pickup, responsibility for the product passes to the customer.

Azra is not responsible for loss, theft, damage, misuse, mishandling, or missing items after successful delivery.

For deliveries made to reception desks, security desks, office mailrooms, building staff, neighbours, family members, or any person available at the provided address, delivery confirmation by the courier may be treated as proof of delivery.

23. Packaging

Azra takes care to package products appropriately based on the nature of the item.

Designer wear, delicate fabrics, embellished garments, and handcrafted pieces may require special folding, protective wrapping, or additional packaging. Minor creasing during transit may occur and will not be treated as damage or defect.

Customers are requested to carefully open packages without using sharp objects that may damage the garment.

24. Communication

For shipping, delivery, address confirmation, delay updates, tracking, or order-related clarification, Azra may contact the customer through phone, WhatsApp, SMS, email, or any contact details provided at the time of placing the order.

Customer delay in responding to Azra may affect order processing, dispatch, or delivery timelines.

25. Policy Updates

Azra reserves the right to update, modify, or replace this Shipping & Delivery Policy at any time.

The policy applicable at the time of order placement will generally apply to that order, unless a change is required by law or is more beneficial to the customer.