Shipping policy

Effective Date: 1 July 2026
Last Updated: 1 July 2026

This Shipping and Delivery Policy applies to orders placed with EliteKalaa by Pooja through our website, WhatsApp, social media, live sales, exhibitions, payment links, or any other sales channel operated by us.

By placing an order, you agree to this Policy.

1. About EliteKalaa by Pooja

EliteKalaa by Pooja is a proprietorship business based in New Delhi, India.

References to “EliteKalaa,” “EliteKalaa by Pooja,” “we,” “us,” or “our” mean the proprietorship operating under the name EliteKalaa by Pooja.

References to “you,” “your,” or “customer” mean any person who places an order, receives a product, or communicates with us about an order.

2. Shipping Coverage

We ship orders within India and to selected international locations, subject to courier availability, product eligibility, payment verification, and destination restrictions.

Some products may not be eligible for delivery to certain locations because of courier, customs, legal, or operational restrictions.

If delivery is not available for your location, we may cancel the order and refund the eligible amount to the original payment method.

3. Prepaid Orders Only

We accept prepaid orders only.

An order is confirmed only after we receive full payment and verify product availability and order details.

A product enquiry, WhatsApp message, live-sale claim, invoice, or payment link does not by itself confirm an order.

4. Order Processing Time

We aim to process confirmed orders as soon as reasonably possible.

Most ready-to-ship orders are usually processed within 2 to 5 business days after payment confirmation, unless a different timeline is communicated for the product or order.

Processing time may be longer for:

Handmade products
Made-to-order products
Products requiring finishing, checking, ironing, folding, or special packing
Bulk orders
Live-sale orders
Festival or high-volume periods
International orders
Orders requiring address or payment verification

Business days do not include Sundays, public holidays, courier holidays, or days when courier pickup is unavailable.

5. Shipping Timelines Within India

Delivery within India is usually completed within 3 to 14 business days after dispatch.

The actual timeline may vary depending on the delivery location, courier partner, weather, public holidays, festivals, local restrictions, and other conditions outside our control.

These timelines are estimates only and are not guaranteed delivery dates.

6. International Shipping Timelines

International delivery timelines vary by destination country, courier partner, customs processing, and local delivery conditions.

Estimated international delivery timelines are generally 10 to 50 business days after dispatch, unless a different estimate is communicated.

Customs checks, import documentation, local taxes, and courier handling in the destination country may delay delivery.

We do not control customs authorities or international courier networks and cannot guarantee exact international delivery dates.

7. Shipping Charges

Shipping charges, if applicable, will be shown or communicated before payment.

Shipping charges may depend on:

Delivery location
Product weight and size
Order value
Courier partner
Packaging requirements
International destination
Remote-area surcharge
Urgent or special delivery request

Shipping charges are generally non-refundable once the order has been dispatched, unless applicable law requires otherwise or we cancel the order before dispatch.

8. Address and Contact Details

You must provide complete and accurate shipping details at the time of order.

This includes:

Full name
Complete delivery address
House number, street, area, city, state, and PIN code
Country, for international orders
Mobile or WhatsApp number
Email address, where required
Any landmark or delivery instruction, if useful

We are not responsible for delays, failed delivery, return-to-origin, or additional charges caused by incorrect, incomplete, or outdated shipping details.

If you need to correct an address, contact us immediately.

Address changes may not be possible after the order has been packed, shipped, or handed over to the courier.

9. Dispatch and Tracking

Once an order is dispatched, we may share tracking details through WhatsApp, email, SMS, or another available channel.

Tracking may take some time to become active after the courier collects the package.

Courier tracking information is provided by third-party logistics partners. We are not responsible for temporary tracking errors, delayed scans, or system updates by courier companies.

10. Courier Partners

We may use courier and logistics partners such as Shiprocket, Shree Maruti Courier, DTDC, India Post, or other service providers depending on the order, destination, and service availability.

We reserve the right to choose or change the courier partner for any order.

A customer may request a preferred courier before dispatch, but we cannot guarantee that the request will be accepted.

11. Delivery Attempts

The courier partner will usually attempt delivery according to its own process.

If the courier cannot deliver because the customer is unavailable, unreachable, refuses delivery, provides an incorrect address, or does not respond to courier calls, the shipment may be delayed, held, or returned to us.

Please keep your phone reachable after dispatch.

If the courier asks for address confirmation or delivery coordination, please respond promptly.

12. Failed Delivery and Return to Origin

If a shipment is returned to us because of customer unavailability, incorrect address, incomplete address, refusal to accept delivery, non-payment of local charges, or repeated failed delivery attempts, we may contact you for the next steps.

Redispatch may require additional shipping charges.

If you do not respond within a reasonable time, we may cancel the order after deducting shipping, return shipping, payment, packaging, and other non-recoverable costs, where permitted by law.

Refunds for return-to-origin cases will be handled under our Refund, Return and Cancellation Policy.

13. Delays Outside Our Control

Delivery may be delayed because of reasons outside our control, including:

Courier network delays
Weather conditions
Floods or monsoon-related disruption
Public holidays
Festivals or peak shipping periods
Strikes or transport disruption
Local restrictions
Natural disasters
Government action
Customs clearance
Payment verification issues
Incorrect or incomplete address
Customer unavailability
Technology or tracking system issues

We will make reasonable efforts to help track and resolve delayed shipments, but we cannot guarantee delivery timelines once a package is handed over to the courier.

14. Package Inspection at Delivery

Please check the package condition at the time of delivery.

If the package appears opened, damaged, wet, torn, tampered with, resealed, unusually light, or suspicious, record clear photos and a video before opening it.

You should record a clear, unedited package-opening video for every order.

A package-opening video is mandatory for any claim related to damaged product, wrong product, missing item, incomplete order, tampered package, empty package, or product materially different from the confirmed order.

Claims without a valid package-opening video may be rejected, as explained in our Refund, Return and Cancellation Policy.

15. Risk After Delivery

Once the package is delivered to the address provided by the customer, the delivery will be treated as completed.

We are not responsible for loss, theft, damage, or misplacement after delivery has been completed by the courier.

If the package is marked delivered but you have not received it, contact us immediately.

We may assist by raising a complaint with the courier partner, but the final investigation and proof of delivery may depend on the courier records.

16. Lost Shipments

If a shipment is lost in transit before delivery, we will work with the courier partner to investigate the issue.

If the courier confirms that the shipment is lost, we may offer one of the following remedies:

Replacement with the same or similar product, where available and agreed
Exchange with another product, where agreed
Refund to the original payment method
Store credit, only if you agree to it

Because many of our products are handmade or limited in quantity, an exact replacement may not be possible.

17. International Orders, Customs, and Import Charges

For international orders, the customer or recipient is responsible for:

Customs duties
Import taxes
Local taxes
Customs clearance charges
Courier handling charges
Brokerage charges
Documentation required by the destination country
Any other charge imposed after the shipment reaches the destination country

These charges are not included in the product price or shipping charge unless expressly stated.

We do not control customs authorities and cannot predict or guarantee customs charges or clearance timelines.

If an international shipment is refused, unclaimed, abandoned, delayed, returned, confiscated, or destroyed because the recipient did not pay customs duties, complete documentation, or accept delivery, any refund will be considered only after deducting shipping, return shipping, customs, handling, payment, and other non-recoverable costs.

Shipping charges, customs charges, import taxes, and third-party charges are generally non-refundable.

18. Incorrect or Restricted International Details

For international orders, you must provide accurate recipient information, address, phone number, email address, postal code, and any additional documentation required for customs clearance.

We are not responsible for delays, returns, seizure, confiscation, penalties, or additional costs caused by incomplete or incorrect customer-provided information.

Some products may be restricted or prohibited in certain countries. The customer is responsible for checking whether the product can be lawfully imported into the destination country.

19. Split Shipments

We may ship items from the same order in separate packages if required because of product availability, packaging needs, courier limits, or operational reasons.

If an order is split into multiple shipments, tracking information may be shared separately for each shipment.

20. Packaging

We make reasonable efforts to pack products securely for transit.

Packaging may vary depending on the product type, order size, destination, courier requirements, and available packing material.

You should retain packaging, shipping label, invoice, and product tags until you are satisfied that the order is complete and in good condition.

21. No Delivery to Certain Locations

We may be unable to deliver to some locations because of courier restrictions, remote-area limitations, legal restrictions, service disruptions, or operational reasons.

If we cannot ship to your location after payment has been made, we will contact you and process an eligible refund if the order cannot be fulfilled.

22. Order Holding

We may hold an order temporarily if:

Payment verification is pending
Address details are incomplete
Customer response is required
Product availability needs confirmation
Shipping service is temporarily unavailable
There is a suspected fraud or misuse concern
International shipping documentation is incomplete

If you do not provide the required information within a reasonable time, we may cancel the order and refund the eligible amount after deducting non-recoverable costs, where permitted by law.