Shipping policy

SHIPPING POLICY

This Shipping Policy (“Policy”) is issued by Boozee (“Company”, “we”, “our”, or “us”) and governs the processing, shipment, delivery, and related logistics services for all orders placed through the official Boozee website.

Boozee is committed to conducting its business operations with transparency, operational efficiency, and customer satisfaction while complying with applicable Indian laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

This Policy outlines the responsibilities, procedures, timelines, and limitations relating to shipping and delivery services, including the role of third-party logistics providers engaged by the Company.

By placing an order on the Boozee platform, customers acknowledge and agree to the terms of this Shipping Policy.

1. DEFINITIONS

1.1 “Company”

Refers to Boozee, an online retailer engaged in the sale of apparel and related merchandise.

1.2 “Customer”

Means any person or entity placing an order through the Company’s website.

1.3 “Order”

Means a confirmed purchase request submitted by a Customer through the website and accepted by the Company after payment verification.

1.4 “Dispatch”

Means the handover of the packaged order to the Company’s logistics or courier partner for shipment.

1.5 “Delivery”

Means the successful delivery of the order to the shipping address provided by the Customer.

1.6 “Third-Party Logistics Provider”

Means the independent shipping aggregator or courier service engaged by the Company for shipment and delivery.

1.7 “Transit Issues”

Means delays, damage, theft, loss, tampering, or non-delivery occurring after dispatch and while the shipment is in transit with the courier partner.

1.8 “Working Days”

Means all days excluding Saturdays, Sundays, and public holidays observed by the Company.

1.9 “Return to Origin (RTO)”

Means the return of an undelivered package back to the Company due to failed delivery attempts, incorrect address, refusal to accept delivery, or customer unavailability.

1.10 “Force Majeure Event”

Means any event beyond the reasonable control of the Company, including natural disasters, strikes, lockdowns, governmental restrictions, cyber incidents, transportation disruptions, or logistics failures.

2. PURPOSE OF THIS POLICY

This Policy establishes the framework governing:

  • order processing,
  • shipping and delivery,
  • logistics coordination,
  • customer responsibilities,
  • courier limitations, and
  • grievance resolution procedures.

The objective of this Policy is to:

  • ensure transparency in shipping operations,
  • set clear customer expectations,
  • comply with applicable laws, and
  • define the Company’s role and limitations in relation to third-party logistics services.

In the event of any inconsistency between this Policy and any other Company communication regarding shipping matters, this Policy shall prevail.

3. ORDER PROCESSING

3.1 Order Confirmation

Once an order is successfully placed, the Customer shall receive an order confirmation email at the registered email address.

All orders are subject to:

  • payment verification,
  • product availability,
  • fraud screening, and
  • internal approval.

The Company reserves the right to cancel any order that appears suspicious, violates Company policies, or fails payment verification.

3.2 Processing Timeline

Orders are generally processed within 24 to 48 working hours from successful payment confirmation.

Processing includes:

  • payment verification,
  • quality checks,
  • packaging, and
  • dispatch preparation.

Processing timelines exclude:

  • weekends,
  • public holidays, and
  • delivery transit time.

3.3 Order Modification & Cancellation

Customers may request cancellation or modification of an order only before the order has been marked as “Processed”.

Once an order enters the processing or dispatch stage, modifications or cancellations shall not be permitted.

Requests may be sent to:
wegotyou@boozeeoriginals.com

3.4 Inventory Availability

All products are offered subject to stock availability.

If a product becomes unavailable after payment:

  • the Customer shall be notified; and
  • a refund or credit note shall be processed in accordance with the applicable Return & Exchange Policy.

3.5 Fraud & Security Review

The Company reserves the right to:

  • review orders for suspicious activity,
  • verify customer details, and
  • cancel orders flagged under fraud prevention protocols.

In such cases, refunds shall be issued to the original payment method.

3.6 Shipping Confirmation

Once dispatched, the Customer shall receive:

  • courier details,
  • shipment tracking number, and
  • tracking link.

Customers are responsible for monitoring shipment status using the tracking information provided.

4. PRE-ORDER POLICY

Certain products may be sold on a pre-order basis.

Such products shall be clearly marked on the product page along with estimated dispatch timelines.

By placing a pre-order, the Customer acknowledges that:

  • the product is not immediately available for shipment; and
  • dispatch timelines are estimated and subject to change.

Cancellation of Pre-Orders

Pre-orders cannot be cancelled or modified except where:

  • the Company is unable to fulfil the order; or
  • the product is discontinued.

In such cases, a full refund shall be processed within 7–10 business days.

5. SHIPPING METHODS & DELIVERY TIMELINES

5.1 Shipping Partners

All shipments are handled through third-party logistics providers selected by the Company.

The courier partner may further assign shipments to affiliated carriers based on:

  • serviceability,
  • location,
  • operational convenience, or
  • delivery optimization.

5.2 Serviceable Locations

Boozee offers:

  • domestic shipping within India; and
  • international shipping to selected countries.

Shipping availability depends on courier coverage and serviceability.

If a location is not serviceable, the order may be cancelled and refunded.

5.3 Estimated Delivery Timelines

Estimated delivery timelines begin after dispatch and do not include processing time.

Actual delivery timelines may vary depending on:

  • delivery location,
  • weather conditions,
  • courier delays,
  • customs clearance, or
  • force majeure events.

Delivery timelines displayed on the website are indicative only and not guaranteed.

5.4 Tracking Information

After dispatch, Customers will receive:

  • courier name,
  • tracking ID, and
  • shipment tracking link via email.

Customers are encouraged to monitor tracking updates regularly.

6. SHIPPING CHARGES

6.1 Domestic Shipping Charges

Domestic shipping charges are calculated at checkout based on:

  • delivery location,
  • order value, and
  • shipment weight.

6.2 International Shipping Charges

International shipping fees vary depending on:

  • destination country,
  • package weight, and
  • delivery method.

Customers are solely responsible for:

  • customs duties,
  • import taxes,
  • local levies, and
  • destination-country charges.

6.3 Non-Refundable Shipping Charges

Shipping charges are non-refundable in cases including:

  • Return to Origin (RTO),
  • refused deliveries,
  • incorrect addresses,
  • failed delivery attempts, or
  • courier-related delays.

6.4 Consolidated Shipping

The Company may consolidate multiple orders placed by the same customer into a single shipment wherever operationally feasible.

7. THIRD-PARTY SHIPPING DISCLAIMER

Boozee uses independent third-party logistics providers for shipment and delivery services.

Once an order has been dispatched:

  • transit-related responsibility passes to the courier partner.

Accordingly, Boozee shall not be liable for:

  • courier delays,
  • loss in transit,
  • theft,
  • tampering,
  • non-delivery claims after courier confirmation,
  • transit damage, or
  • operational failures of courier providers.

Customers acknowledge that such events are outside the Company’s direct control.

Boozee may assist Customers in coordinating with courier partners on a best-effort basis but does not guarantee resolution outcomes.

8. FAILED DELIVERY & RETURN TO ORIGIN (RTO)

8.1 Failed Delivery Attempts

If delivery fails due to:

  • incorrect address,
  • customer unavailability,
  • refusal to accept delivery, or
  • inaccessible premises,

the shipment may be marked as undeliverable and returned to the Company.

8.2 RTO Handling

In cases of Return to Origin:

  • original shipping charges remain non-refundable;
  • additional re-shipping charges may apply.

Re-dispatch shall occur only after:

  • address confirmation; and
  • payment of applicable re-shipping charges.

8.3 Customer Responsibility

Customers are solely responsible for providing:

  • accurate shipping information,
  • reachable contact details, and
  • delivery accessibility.

8.4 Lost or Damaged Packages

If a shipment is marked “Delivered” but claimed as undelivered by the Customer:

  • the Company may initiate an internal review with the courier partner.

Refunds or replacements may be considered only where non-delivery is substantiated through available evidence.

9. RETURN SHIPPING RESPONSIBILITY

Return eligibility shall be governed by the Company’s Return & Exchange Policy.

Return Shipping Responsibility

Return Scenario

Shipping Responsibility

Wrong, defective, or damaged product

Company

Approved size exchange

Company

Incorrect address or customer-caused delivery failure

Customer

Unauthorized return without approval

Customer

Unserviceable reverse pickup location

Customer

Additional Condition

A nominal fee of ₹200 shall apply on approved size exchange requests where the originally delivered size matches the size selected by the Customer at the time of purchase.

10. DELIVERY DISCLAIMER

All delivery timelines are estimates only.

Boozee does not guarantee delivery on any specific date or within a fixed period.

The Company shall not be liable for delays caused by:

  • logistics disruptions,
  • weather conditions,
  • customs clearance,
  • force majeure events, or
  • third-party courier failures.

No compensation, refund, or discount shall be issued solely due to delayed delivery.

11. FORCE MAJEURE

The Company shall not be held liable for any delay or failure in performance arising from events beyond its reasonable control, including:

  • natural disasters,
  • strikes,
  • governmental actions,
  • pandemics,
  • cyber incidents,
  • transportation failures, or
  • courier disruptions.

During such events, shipping timelines may be extended without liability.

12. PUBLIC HOLIDAYS

Order processing, dispatch, and support services may be unavailable during public holidays observed by the Company.

Orders placed immediately before or during such periods may experience delays.

13. CUSTOMER SUPPORT

Contact Information

Email: wegotyou@boozeeoriginals.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM IST
Closed On: Weekends and public holidays

The Company generally responds to customer inquiries within 2 business days.

14. GRIEVANCE REDRESSAL MECHANISM

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, Boozee has appointed a Grievance Redressal Officer.

Grievance Officer Details

Name: Vivan Virla
Designation: Grievance Redressal Officer
Email: wegotyou@boozeeoriginals.com
Working Hours: Monday to Friday, 10:00 AM – 6:00 PM IST

Complaint Resolution Timeline

  • Acknowledgement: within 48 hours
  • Resolution: within 30 days from receipt of complaint

Customers should provide:

  • order number,
  • registered email address,
  • contact details,
  • description of grievance, and
  • supporting documents/screenshots.

15. GOVERNING LAW & JURISDICTION

This Policy shall be governed by the laws of India.

All disputes arising under this Policy shall be subject to the exclusive jurisdiction of the courts located in Gurgaon, Haryana, India.

16. AMENDMENTS

Boozee reserves the right to modify, revise, or update this Policy at any time without prior notice.

Updated versions shall become effective immediately upon publication on the official website.

Continued use of the platform after such updates constitutes acceptance of the revised Policy.

ACKNOWLEDGEMENT

By placing an order on the Boozee platform, the Customer acknowledges that they have read, understood, and agreed to this Shipping Policy.

ANNEXURE A – PUBLIC HOLIDAYS

The Company may observe the following holidays:

  • New Year’s Day
  • Lohri
  • Makar Sankranti
  • Republic Day
  • Basant Panchami
  • Mahashivratri
  • Holi
  • Eid-ul-Fitr
  • Ram Navami
  • Vaisakhi
  • Mahavir Jayanti
  • Good Friday
  • Buddha Purnima
  • Raksha Bandhan
  • Independence Day
  • Janmashtami
  • Ganesh Chaturthi
  • Gandhi Jayanti
  • Dussehra
  • Diwali
  • Guru Nanak Jayanti
  • Christmas Eve
  • Christmas Day
  • New Year’s Eve