Shipping policy

Shipping Terms

We are committed to delivering your order accurately, in good condition, and on time. We work with reputed national courier companies to ensure safe and discreet shipping, with no branding or product descriptions on the packaging, so you can receive your order anywhere without disclosing its contents.

1. Shipping Charges

  • For Orders Above Rs. 599: Shipping is absolutely free.
  • For Orders Below Rs. 599: A nominal fee of Rs. 49 (or Rs. 99 as per previous policy) will be charged for delivery.

2. Delivery Timeframe

  • We aim to dispatch the majority of orders from our warehouse within 24 hours (or within 2-3 working days).
  • Delivery times vary based on your location. You can check the expected delivery time using the 'Estimate delivery' widget on the product pages.
  • Generally, you can expect delivery within 4-5 working days in major cities and 8-10 days for other locations.

3. Tracking Your Order

  • Once your order is dispatched, you can track it online.

4. Shipping Process

  • We strive to ship all items in your order together. If this isn't possible due to product availability, we'll inform you via email.

5. International Shipping

  • We currently do not offer international shipping.

6. Missing Items or Damaged Packages

  • If an item is missing from your shipment, please check your invoice to see if you were charged for it. If charged, contact us immediately at info@luella.in.
  • If the packaging appears tampered with or damaged, refuse delivery and contact us. We will arrange for a replacement delivery as soon as possible.

7. Unshipped Orders

  • In the unlikely event that we cannot ship your order completely within 10 working days, we will cancel the unshipped part of the order, notify you, and refund the payment for the unshipped items to your bank account, Luella wallet, or via cheque, based on your preference.

8. Special Cases

  • Some locations in India are served by India Post, and a Cash-on-Delivery order shipped through the VPP service may incur an additional 5% charge of the invoice value, collected by the local post office at the time of delivery.

Important Notes

  • All items, including gifts, will be shipped with an invoice mentioning the price, as per Indian Tax Regulations.