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Shipping Policy

Dearest Darling LLP · In compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020

This Shipping Policy ("Policy") details the terms and conditions applicable to the delivery of Products ordered from Dearest Darling LLP, and is designed to ensure transparency, accountability, and timely delivery. Dearest Darling LLP is committed to dispatching and delivering Products in a timely and professional manner while maintaining the quality and integrity of goods in transit.

Preamble

WHEREAS Dearest Darling LLP ("Company") recognizes that timely and damage-free delivery is critical to customer satisfaction and consumer protection;

WHEREAS the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 prescribe specific obligations on sellers to ensure safe, damage-free delivery and to provide transparent information regarding delivery timelines and costs;

WHEREAS, in alignment with these legal obligations and industry best practice, the Company has adopted this Policy as a standardized framework for order processing, dispatch, shipment tracking, delivery timelines, and redressal of delivery-related grievances;

NOW THEREFORE, Dearest Darling LLP hereby adopts this Policy to ensure safe, timely, and transparent delivery of all Products, and to reinforce its ongoing commitment to operational excellence and customer trust. By placing an order with Dearest Darling LLP, the Customer agrees to be bound by this Policy in its entirety.

Definitions

"Act & Laws" shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendment, or rule issued thereunder.

"Customer" shall mean any individual or entity that has purchased or placed an order for Products offered by Dearest Darling LLP through its official website or any other authorized sales channel.

"Order" shall mean a Customer's confirmed purchase of one or more Products from the Company.

"Dispatch" shall mean the point at which the Company hands over the Product(s) to the courier partner or logistics service provider for onward transmission to the Customer.

"Delivery Address" shall mean the address provided by the Customer at the time of checkout, where the Product is intended to be delivered.

"Tracking Number" shall mean a unique identifier issued by the courier partner to monitor the movement and status of a shipment in transit.

"Damaged in Transit" shall mean any Product that arrives at the delivery address with visible damage, defect, or tampering caused by handling during shipment, as distinct from manufacturing defects.

"Delivery Partner" shall mean the third-party courier, logistics, or transportation service engaged by the Company to transport Products to the Customer.

1. Order Processing & Dispatch Timeline

Upon successful completion of payment, the Customer shall receive an order confirmation email containing the Order ID, Product details, Delivery Address, and estimated dispatch date. This email is a complete record of the order and should be retained for reference.

Following order confirmation, the Product shall undergo quality inspection and accurate packing. Standard processing time is 2–3 business days, though this may extend to 5 business days during peak seasons (festive periods, sale events, or high-volume periods) or in cases of customization.

Upon dispatch, the Customer shall receive an email or SMS containing the Tracking Number and the name of the Delivery Partner. The Customer is responsible for monitoring the shipment status via the courier's tracking portal. Failure to receive a dispatch notification does not indicate non-dispatch; the Customer should check their email (including spam/promotions folders) or contact customer support for the Tracking Number.

2. Shipping Timelines

The Company endeavors to deliver all Products within the estimated timelines stated at the time of checkout. Shipping times vary based on geographic location, delivery address accessibility, and logistical factors:

Delivery Area	Estimated Timeline
Major Metro Cities (Delhi, Mumbai, Bangalore, Hyderabad, Pune, Chennai, Kolkata, Ahmedabad)	3–5 business days from dispatch
Tier II & III Cities	5–7 business days from dispatch
Remote, Hilly, or North-Eastern Regions	7–10 business days from dispatch

These timelines are estimates based on typical courier performance and do not constitute a guarantee. Delays may occur due to adverse weather, logistics partner congestion, or connectivity issues in remote locations. The Company shall notify Customers of any significant delays where practicable.

3. Shipping Costs & Charges

Shipping costs, where applicable, shall be clearly displayed on the checkout page before order confirmation. These charges are determined based on Product weight, delivery location, and selected delivery service (standard, express, etc.).

Shipping is charged on all orders and is calculated at checkout on the basis of the Delivery Address and the weight of the Product(s). The Company does not currently operate a free-shipping threshold. Any promotional shipping offer, if introduced, shall be notified on the Company's website and shall apply only to orders placed during the stated period.

Shipping and handling charges, as well as any express or special delivery surcharges, are non-refundable except where the order is cancelled by the Company prior to dispatch or where the error was solely attributable to the Company.

4. Shipment Tracking & Delivery Updates

The Customer shall receive the Tracking Number via email and/or SMS upon dispatch. This number can be used on the Delivery Partner's website or mobile application to monitor the real-time status of the shipment.

The Company is not responsible for delays in dispatch notifications or tracking updates issued by the Delivery Partner. In case of non-receipt of a Tracking Number, the Customer should contact customer support within 24 hours of order confirmation.

5. Delivery Attempts & Failed Deliveries

The Delivery Partner shall make reasonable attempts to deliver the Product to the Delivery Address provided by the Customer. Standard practice entails up to 3 delivery attempts over 5 business days.

If the Customer is unavailable or refuses delivery, the Delivery Partner shall notify the Customer and the Product may be held at a designated pickup location or returned to the Company warehouse, at the Delivery Partner's discretion.

The Company shall not be liable for failed deliveries due to an incorrect or incomplete Delivery Address provided by the Customer, or where the Customer refuses receipt.

If the Customer wishes to reschedule delivery, they must contact the Delivery Partner directly using the Tracking Number. In the event of repeated failed attempts, the Customer should contact Dearest Darling LLP customer support for intervention.

6. Products Damaged in Transit

The Company takes reasonable precautions to ensure Products are securely packaged and protected during transit. However, damage may occasionally occur despite these measures.

Upon delivery, the Customer should inspect the package and contents for visible damage or tampering before accepting it from the Delivery Partner. If damage is apparent, the Customer should:

• Refuse acceptance of the package, or note the damage on the delivery receipt; and
• Photograph the damaged package and Product from multiple angles, including close-ups of the damage and the shipping label.

The Customer must report damage within 48 hours of delivery by contacting customer support via email or WhatsApp, providing: (i) Order ID and Tracking Number; (ii) detailed photographs of the damaged package and Product(s); and (iii) a brief description of the damage.

Upon verification of the damage claim, the Company shall either dispatch a replacement at no additional cost or process a refund/store credit as per the Replacement & Refund Policy. Reverse shipping shall be arranged at the Company's cost where the damaged item is returned.

7. Delivery Address & Address Changes

The Customer is solely responsible for providing a complete, accurate, and accessible Delivery Address at the time of checkout. Addresses must include:

• Full name of the recipient;
• Complete street address and house/flat number;
• Landmark or nearby location for easy identification;
• City, state, and PIN/postal code;
• Recipient's contact number.

Address changes may be requested only before dispatch. Once an order has been dispatched, address changes cannot be accommodated. The Customer must contact customer support immediately upon realizing an error in the Delivery Address, and the Company shall endeavor to intervene with the Delivery Partner where possible, though this is not guaranteed.

8. Delivery to Special Locations

Certain locations, such as islands, high-altitude regions, conflict zones, or areas with restricted logistics access, may be excluded from standard delivery or subject to extended timelines. Information regarding serviceability is available on the Company's website or upon inquiry.

Customers in such areas shall be notified prior to order confirmation if standard delivery is unavailable. Alternative delivery arrangements, if available, may incur additional charges.

9. Delivery Exceptions & Force Majeure

Notwithstanding this Policy, Dearest Darling LLP shall not be liable for any delay, failure, or issue in delivery where such circumstances arise from:

• War, civil unrest, or political disturbance;
• Natural disaster, earthquake, flood, landslide, or adverse weather;
• Pandemic, epidemic, or government-imposed lockdown or travel restrictions;
• Strike, labor action, or bandwidth constraints on the part of the Delivery Partner;
• Courier network failure, congestion, or disruption;
• Any other circumstance beyond the Company's or Delivery Partner's reasonable control.

In such cases, the Company shall inform affected Customers of the delay and revised expected delivery date where information is available. Such delays shall not entitle the Customer to cancel the order or claim compensation beyond the remedies available under the Replacement & Refund Policy.

10. Limitation of Liability

The Company's total liability arising from any shipping, delivery, or logistics matter shall not exceed the price paid by the Customer for the affected order. The Company shall not be liable for any indirect, incidental, or consequential loss, including loss of profit, business opportunity, or emotional distress, arising from delivery delays or failures.

11. Customer Obligations

To ensure smooth delivery, the Customer shall:

• Provide a complete and accurate Delivery Address;
• Be available or arrange for someone to receive the package during the estimated delivery window;
• Inspect the package upon delivery for visible damage and note any discrepancies on the delivery receipt;
• Report any delivery issues or damage within 48 hours of delivery;
• Cooperate with the Delivery Partner and Company for investigations into delivery disputes.

12. Grievance Redressal for Shipping Issues

Customers experiencing shipping delays, delivery failures, or damage claims may escalate their grievance to the Grievance Redressal Officer as detailed in the Replacement & Refund Policy. All shipping-related grievances shall be acknowledged within 48 hours and resolved within 15 business days, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

13. Governing Law & Jurisdiction

This Policy and all matters arising from it shall be governed by the laws of the Republic of India. The courts at Delhi, India, shall have exclusive jurisdiction over any dispute arising from or relating to this Policy.

14. Amendments to the Policy

Dearest Darling LLP reserves the right to modify or revise this Policy at any time. Amendments shall be published on the Company's official website and take effect upon posting. Continued use of the platform or purchase of Products after any change constitutes acceptance of the revised terms.

Replacement & Refund Policy

Dearest Darling LLP · In compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020

This Replacement & Refund Policy ("Policy") has been tailored to the operational structure and product offerings of Dearest Darling LLP, a consumer-facing retail brand engaged in the online sale of apparel and lifestyle merchandise. Dearest Darling LLP is committed to conducting its business with fairness, transparency, and a customer-first approach. This Policy aims to provide clarity and consistency in the handling of sizing, customization, replacement, and refund matters, and to promote informed consumer choice.

Preamble

WHEREAS Dearest Darling LLP ("Company") recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all pre-purchase and post-purchase processes for returns and refunds;

WHEREAS the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 prescribe specific obligations on sellers to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal;

WHEREAS, in alignment with these legal obligations and industry best practice, the Company has adopted this Policy as a standardized framework for evaluating and processing sizing queries, customization requests, and replacement/refund claims;

NOW THEREFORE, Dearest Darling LLP hereby adopts this Policy to ensure a fair, lawful, and considerate experience for all customers, and to reinforce its ongoing commitment to ethical commerce and customer trust. By placing an order with Dearest Darling LLP, the Customer agrees to be bound by this Policy in its entirety.

1. Definitions and Interpretation

"Act & Laws" shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendment, or rule issued thereunder.

"Customer" shall mean any individual or entity that has purchased or placed an order for products offered by Dearest Darling LLP through its official website or any other authorized sales channel.

"Replacement" shall mean the process through which a Customer returns a Product in accordance with this Policy and receives a replacement of the same Product, subject to inspection and eligibility.

"Store Credit" shall mean a unique, non-transferable code issued by the Company in lieu of a monetary refund, redeemable against future purchases for a value equivalent to the returned Product.

"Refund" shall mean a monetary reimbursement issued to the Customer's original mode of payment, offered only in the specific circumstances set out in Clause 10.

"Request" shall mean a formal replacement or refund request initiated by the Customer within the prescribed timeline under this Policy.

"Eligible Product" shall mean a Product that qualifies for replacement under this Policy, being unused, unwashed, undamaged, and returned with original packaging and tags intact.

"Non-Returnable Product" shall mean Products expressly excluded from replacement or refund due to hygiene, customization, sale terms, or other considerations notified by the Company.

"Grievance Redressal Officer" or "GRO" shall mean the officer appointed by the Company to address and resolve consumer complaints, in accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020.

"Products" or "Product" shall mean apparel and any other merchandise offered for sale by Dearest Darling LLP on its official website or platform.

• Section headings are for convenience only and do not affect the interpretation of this Policy.
• Words in the singular include the plural and vice versa; words denoting any gender include all genders.
• References to this Policy include any amendments made from time to time in accordance with Clause 18.

2. Purpose

This Policy sets out a transparent and legally compliant framework for helping Customers choose the right size, understand what customization involves, and know their rights in the event a Product needs to be replaced or refunded. It is designed to align Dearest Darling LLP's practices with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, while remaining written in plain, accessible language.

In the event of any inconsistency between this Policy and any other communication issued by the Company, this Policy shall prevail to the extent of the inconsistency, on matters concerning sizing, customization, replacement, and refunds.

3. Sizing & Fit

Garments are made to a specific silhouette, and fit varies by design — some styles are cut oversized or relaxed, others fitted. The intended silhouette for each Product is described on its product page, along with guidance on how to size up or down for a closer or looser fit.

Before placing an order, the Customer is requested to check the size chart and approximate finished-garment measurements provided on the relevant product page against their own body measurements. Such figures, being specific to each Product, shall prevail over any general sizing guidance elsewhere on the Company's website.

As detailed size information is made available prior to purchase, an incorrect size selected by the Customer does not constitute a manufacturing defect and is not eligible for replacement under Clause 6, save where the product page expressly permits a size-exchange.

4. Customization Policy

Where Dearest Darling LLP offers customization for a Product (including, without limitation, lengthening or shortening the garment or sleeves, or a change of colour within the options available for that Product in the Company's palette), the following terms apply:

• Customization requests must be specified by the Customer at the time of placing the order, in the format prescribed on the product page.
• Once an order with customization is confirmed, the request cannot be modified or cancelled, as production commences shortly after confirmation.
• The Customer is solely responsible for the accuracy of any measurements or instructions provided for customization; the Company is not liable for a fit outcome arising from measurements supplied by the Customer.

5. Scope of Eligibility for Replacement

The Company reserves the right to inspect returned Products and to accept or decline a Request at its reasonable discretion, based on the condition of the returned Product and compliance with this Policy. Customers may request a replacement for an Eligible Product purchased from Dearest Darling LLP, subject to the conditions below:

Criterion	Requirement
Condition of Product	The Product must be unused, unworn, unwashed, undamaged, and returned in its original packaging with all original tags, labels, and accessories intact.
Purpose of Replacement	Replacement requests are accepted only for (a) a genuine manufacturing defect, or (b) receipt of an incorrect item. Size or fit concerns arising from an incorrect personal measurement, or a change of mind, do not qualify unless the product description expressly permits it.
Timeframe	The Customer must initiate the Request within 3 days of delivery, by writing to the designated email address, along with photographs.
Proof of Delivery	The Customer must provide the Order ID and may be asked to share photographs or a short video of the Product and unpackaging.
Customised Products	Products altered at the Customer's request under Clause 4 are not eligible for replacement or refund, except for a manufacturing defect unrelated to the customization.
Original Invoice	A copy of the order confirmation or clear invoice must be shared along with the Request.

A Product that does not meet the above conditions shall be treated as ineligible for replacement, and the Company will kindly request the Customer's understanding that the item will be returned to them without a replacement or credit note being issued.

6. Non-Eligibility for Replacement

No replacement will be available under the following circumstances:

• Used, worn, or washed Products, or those showing signs of alteration, fragrance, or tampering.
• Products returned without original tags, labels, packaging, or invoice.
• Requests raised after the 3-day window set out in Clause 5.
• Damage caused by improper handling, washing, or storage after delivery.
• Customised Products, per Clause 4, other than for an unrelated manufacturing defect.
• Products marked "Final Sale" or purchased as part of a clearance or promotional offer, unless stated otherwise at the time of purchase.

7. Wrong Item Delivered & Inventory Unavailability

Where an incorrect item is delivered (in terms of colour, size, design, or type), the Customer should raise this within 3 days of delivery along with photographs of the Product, packaging, and invoice. Upon verification, the Company will arrange return shipping at its own cost and send the correct item, or issue a refund or Store Credit as the Customer prefers.

Where an approved replacement Product becomes unavailable due to stock constraints, the Company shall notify the Customer and offer a refund or Store Credit, as set out in Clause 10, within 7–10 business days.

8. Process of Replacement, Step by Step

Step	Action	Description
1	Initiate Request	Within 3 days of delivery, email or WhatsApp us with the subject "Replacement Request — [Order ID]", including the reason, photographs or video, and a copy of the invoice.
2	Review & Approval	Dearest Darling LLP reviews the Request within 24–48 hours and confirms eligibility by email.
3	Customer Ships the Item Back	Once approved, the Customer sends the Product back in unused, unwashed, saleable condition with tags and packaging intact, along with the invoice.
4	Inspection	The returned Product is inspected on receipt; this may take up to 3 business days.
5	Outcome	If the Product passes inspection, a replacement is dispatched, or a refund or Store Credit is issued as per Clause 10, within 7–10 business days of the outcome being confirmed.

The Company does not currently offer reverse pickup for all locations; where unavailable, the Customer will be guided to the nearest courier drop-off point at the Company's cost.

9. Non-Returnable Product Categories

The following categories are considered final sale, except where a genuine manufacturing defect is reported within the window set out in Clause 5:

• Innerwear and lingerie, for reasons of hygiene.
• Customised Products, per Clause 4.
• Clearance or end-of-season sale items, unless stated otherwise at the time of purchase.
• Products with tags removed or showing signs of use.

10. Refund Policy

Dearest Darling LLP follows a considered refund model. A monetary refund to the Customer's original mode of payment is offered only in the following circumstances:

• A confirmed manufacturing defect (per Clause 5) cannot be replaced due to unavailability of stock.
• The Company cancels an order prior to dispatch, owing to an inventory or logistics issue on its end.
• An incorrect Product was shipped to the Customer in error.

In all other approved replacement scenarios where the Customer prefers not to receive a like-for-like replacement, the Company will issue a Store Credit rather than a cash refund.

• Cash refunds are credited to the original payment method within 7–10 business days of the returned Product clearing inspection, or immediately for a pre-dispatch cancellation after standard deductions, such as packaging and shipping.
• Bank or card processing times may add a few additional days beyond this.
• Shipping charges and any convenience fees collected at checkout are non-refundable, except where the error was solely attributable to the Company.

• Store Credit is issued within 2–3 business days of approval, via email, and is linked to the Customer's order or account.
• It is valid for 180 calendar days from issuance, after which it shall lapse and cannot be reinstated.
• It is non-transferable, valid for one-time use, and cannot be redeemed for cash or combined with other promotional codes. Where the value of a new order exceeds the Store Credit, the Customer shall pay the balance through an available payment method; no balance is carried forward if the order value is lower.

11. Obligations of the Customer

To initiate and complete a valid Request, the Customer shall ensure that the returned Product is:

• Unused, unwashed, and unworn, and free from stains, fragrance, or damage.
• Accompanied by all original tags, labels, and packaging.
• Returned in secure, tamper-proof packaging to avoid transit damage.

The Company may request an unboxing video or photographs to substantiate a claim of damage or defect; this is not mandatory in every case but may be required at the Company's discretion, and a Request may not be approved without it if reasonably requested.

Original shipping charges paid at checkout, and any reverse-shipping cost arranged independently by the Customer, are not eligible for reimbursement.

12. Order Cancellation by the Company

Notwithstanding confirmation of an order, Dearest Darling LLP reserves the right to cancel any order, in whole or in part, at its sole discretion, in circumstances including but not limited to:

• a pricing, description, or stock error on the product listing;
• unavailability of the ordered Product due to an inventory discrepancy;
• a suspected fraudulent, unauthorised, or duplicate transaction;
• failure, reversal, or decline of payment authorisation; or
• inability to deliver to the address provided by the Customer.

Where an order is cancelled by the Company under this Clause, the Customer shall be notified at the earliest opportunity, and any amount already paid shall be refunded in full to the original mode of payment within 7 business days of such cancellation. The Company shall not be liable for any indirect loss, cost, or inconvenience arising from a cancellation made under this Clause.

13. Force Majeure — Delivery Delays

Notwithstanding anything contained in this Policy, Dearest Darling LLP shall not be liable for any delay in the processing, dispatch, or delivery of an order where such delay arises from war, act of God, natural disaster, pandemic, epidemic, civil unrest, strike, government action or restriction, courier or logistics network disruption, or any other circumstance beyond the Company's reasonable control.

Any delay occasioned by the above shall not be treated as a breach of this Policy, and shall not, by itself, entitle the Customer to cancel the order, claim compensation, or hold the Company liable for any resulting loss or inconvenience. Where reasonably practicable, the Company shall notify affected Customers of any such delay and the revised expected timeline.

14. Limitation of Liability

Dearest Darling LLP's total liability arising out of or in connection with any order shall not exceed the price paid by the Customer for that order. The Company shall not be liable for any indirect, incidental, or consequential loss, including loss of profit, opportunity, or emotional distress arising from a delay, defect, or issue with an order.

15. Limitations

Dearest Darling LLP reserves the right to decline a Request where the returned Product fails to meet the eligibility criteria under Clause 5, is used, washed, or damaged, is missing tags or invoice, or is received after the prescribed window. In such cases, the Product shall be returned to the Customer at their own cost, and no replacement, refund, or Store Credit shall be issued.

The Company shall endeavour to complete a quality inspection within 3 business days of receiving a returned Product, and to confirm the outcome within 2 additional business days thereafter, consistent with Rule 5(4) of the Consumer Protection (E-Commerce) Rules, 2020.

16. Grievance Redressal Mechanism

In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, Dearest Darling LLP has appointed a Grievance Redressal Officer to receive, acknowledge, and resolve customer grievances relating to this Policy.

Name	Kanishk Shukla
Designation	Grievance Redressal Officer
Email	kanishkshukla08@gmail.com
Office hours	Monday to Friday, 10:00 AM to 6:00 PM (IST), excluding public holidays

A written grievance should include the Customer's full name, Order ID and Product details, the nature of the concern, copies of relevant communication, and contact details. The GRO shall acknowledge receipt within 48 hours and endeavour to resolve the grievance within 15 days of receipt, in accordance with the Consumer Protection (E-Commerce) Rules, 2020. Where additional time is required due to the complexity of the matter, the Customer shall be informed of the expected resolution timeline.

17. Governing Law & Jurisdiction

This Policy and all matters arising from it shall be governed by the laws of the Republic of India. Subject to Clause 16 (Grievance Redressal), the courts at Delhi, India, shall have exclusive jurisdiction over any dispute arising from or relating to this Policy.

18. Amendment to the Policy

Dearest Darling LLP reserves the right to modify, revise, or withdraw this Policy at any time, at its discretion. Amendments shall be published on the Company's official website and take effect upon posting, unless otherwise specified. Customers are encouraged to review this Policy periodically.

Continued use of the platform or purchase of Products after any change to this Policy constitutes acceptance of the revised terms. This Policy supersedes all prior customer-facing communications on the subject matter addressed herein.