Shipping and Delivery Policy

CLOWE SHOP— www.cloweshop.com

Operated by CLOWE PARTNERS LLP.

Last updated: 16 October 2026

This Policy forms part of the Terms and Conditions of Use and the Customer Terms of Sale, and is published in compliance with Rule 5(3)(d) of the Consumer Protection (E-Commerce) Rules, 2020.

1. Who Ships

1.1 Products are dispatched by the Vendor who lists them, directly or through logistics service providers engaged by the Vendor or coordinated by the Company.

1.2 The Company is a marketplace and is not the shipper or the seller. Obligations as to packing, dispatch and condition of the consignment are those of the Vendor.

2. Serviceable Areas

2.1 Delivery is presently made to addresses within the territory of India only. International shipping is not offered.

2.2 Serviceability is determined by PIN code and is displayed on the product page and at checkout. Certain PIN codes may be unserviceable, or serviceable only on a prepaid basis, owing to logistics, security or regulatory restrictions.

2.3 Delivery is not made to post office box addresses. Delivery to military, restricted or gated institutional addresses is subject to the access rules of the concerned establishment.

3. Dispatch and Delivery Timelines

3.1 Order processing: 1–2 working days from confirmation of the order.

3.2 Estimated delivery:

Destination — Estimated delivery after dispatch

• Metro cities — 2–4 working days
• Other cities and towns — 4–7 working days
• Remote areas, North-East, Jammu & Kashmir, Ladakh, Andaman & Nicobar Islands, Lakshadweep — 7–12 working days

3.3 Timelines are indicative estimates only and are not of the essence of the contract, unless a specific delivery date is expressly agreed in writing. They exclude Sundays and public holidays, and may be extended during festival periods, sale events, adverse weather, strikes, civil disturbance or any force majeure event.

3.4 The estimated delivery date shown at checkout is calculated from the Vendor’s dispatch commitment and the serviceability of the destination PIN code.

4. Shipping Charges

4.1 No shipping, handling or cash-on-delivery charge is levied on the Customer. The total price shown at checkout is the full amount payable, in compliance with Rule 4(3) of the Consumer Protection (E-Commerce) Rules, 2020.

4.2 Delivery is free on every order, whatever its value.

4.3 Where an order containing multiple items is shipped in separate consignments from different Vendors, no additional shipping charge is levied beyond that disclosed at checkout.

5. Tracking

5.1 On dispatch, a tracking number and the name of the logistics partner are communicated by e-mail, SMS and in-app notification, and are available under “My Orders”.

5.2 Tracking information is furnished by the logistics partner. The Company is not responsible for delay in the updating of tracking data by the logistics partner.

6. Delivery and Acceptance

6.1 Delivery shall be made to the address furnished at the time of the order. The Customer shall ensure the address is complete and accurate and that the Customer or an authorised person is available to accept delivery.

6.2 The logistics partner may require proof of identity, an OTP, or a signature on delivery.

6.3 Delivery accepted at the stated address by an authorised representative, family member, domestic staff, security personnel or neighbour constitutes valid delivery to the Customer.

6.4 Property in the Product and risk of loss or damage pass to the Customer on delivery, in accordance with the Sale of Goods Act, 1930.

6.5 Up to three (3) delivery attempts are ordinarily made. Where delivery fails on all attempts, the consignment is returned to origin, and Clause 8 applies.

7. Inspection on Delivery

7.1 The Customer is advised to inspect the outer packaging before accepting delivery and to refuse acceptance where the parcel is visibly tampered with, torn, opened, wet or re-sealed.

7.2 The Customer is strongly advised to record a single continuous unboxing video from the sealed state of the parcel. Such a video is ordinarily required to substantiate a claim of transit damage, a missing item, a wrong item or a tampered consignment under the Return, Exchange and Refund Policy.

7.3 Claims of transit damage, missing items or wrong items must be raised within 48 hours of delivery.

8. Failed Delivery and Return to Origin

8.1 A consignment is returned to origin where the address is incorrect or incomplete, the recipient is unreachable or unavailable on all attempts, the recipient refuses acceptance without cause, the OTP or identity verification fails, or the location becomes unserviceable.

8.2 For prepaid orders so returned, the Product value shall be refunded in full in accordance with the Cancellation Policy; no shipping charge is deducted.

8.3 Repeated refusal to accept cash-on-delivery consignments may result in withdrawal of the cash-on-delivery facility and suspension of the account.

9. Delay

9.1 Where delivery is delayed beyond the estimated date, the Customer may contact Customer Support, which shall take up the matter with the Vendor and the logistics partner and revert within 48 hours.

9.2 Where a consignment is not delivered within 15 days of the estimated delivery date and is not traceable, it shall be treated as lost in transit, and the Customer shall be entitled to a replacement or, at the Customer’s election, a full refund of the amount paid including shipping charges.

9.3 Neither the Company nor the Vendor shall be liable for delay caused by a force majeure event, including act of God, flood, earthquake, fire, epidemic, pandemic, war, terrorism, riot, strike, lockout, or any order or restriction of a Government or statutory authority. In such cases the Customer shall be kept informed and may elect to cancel an undispatched order.

10. Packaging and Documentation

10.1 Products are packed by the Vendor in a manner appropriate to safe transit.

10.2 Every consignment carries a tax invoice compliant with the Central Goods and Services Tax Act, 2017, and, where applicable, a warranty card and care instructions.

10.3 Vendors are prohibited from enclosing promotional material or contact details soliciting the Customer to transact outside the Platform.

11. Grievances

11.1 Shipping and delivery grievances may be raised in accordance with the Customer Support and Grievance Policy. Complaints are acknowledged within forty-eight (48) hours and redressed within one (1) month.

11.2 Nothing in this Policy restricts the rights of a consumer under the Consumer Protection Act, 2019.