Shipping & Delivery Policy

SHIPPING & DELIVERY POLICY – ARKAYA CANDLES

Last Updated: August 19, 2025

Welcome to Arkaya Candles. This comprehensive Shipping & Delivery Policy outlines how we handle order processing, shipment, courier handover, delivery timelines, shipping charges, and responsibilities associated with your purchase.

By placing an order with Arkaya Candles through our website (arkayacandles.com) or any other official platform, you agree to the terms and conditions mentioned below.

SECTION 1: OVERVIEW

Arkaya Candles is committed to ensuring a smooth, reliable, and transparent shipping experience for all our valued customers.

We understand that timely delivery is as important as the quality of our handcrafted candles.

This document aims to explain in detail the various stages your order goes through, including processing, dispatch, and final delivery, along with what to expect in rare or special scenarios.

This policy applies to:

All prepaid orders placed via our official website.
Deliveries made within India.

Cross-Reference:
For claim verification standards, evidence timelines, and refund outcomes related to product condition, this policy must be read alongside the Return Policy, Where any conflict exists, the stricter clause shall prevail.

SECTION 2: SERVICE AREA – WHERE DO WE SHIP?

Pincode serviceability is courier-network dependent and dynamic.

If your pincode becomes non-serviceable after order placement, Arkaya Candles will contact you to either:

- Ship to an alternate address

Currently, we do not ship internationally. We are working to expand global delivery options in the near future.

SECTION 3: ORDER PROCESSING TIMELINE

At Arkaya Candles, every order is processed with utmost priority and care.

Below is the clear step-by-step process your order follows after placement:

Order Received: As soon as your purchase is completed on our website, our system automatically generates an order confirmation.
Order Verification: Our team reviews your order details, validates successful payment, and confirms product availability in inventory.
Processing Time: All verified orders are processed within 30 hours (excluding Sundays and public holidays).
Order Packing: Once processed, each candle is securely hand-packed using protective, eco-conscious materials to ensure it remains safe during transit.
Dispatch: After successful processing and quality check, your parcel is handed over to our courier partner within 30 hours of completion of processing. The total time before shipment may take up to 72 hours from order placement (excluding Sundays and public holidays).

Note: The processing and dispatch timeline may vary slightly during peak seasons, large sale periods, or due to unforeseen courier or operational constraints.

SECTION 4: SHIPPING TIMELINE (AFTER DISPATCH)

These timelines are best-effort estimates, not guaranteed service levels.

Delays may occur due to factors beyond our control, including courier lane congestion, hub holds, weather conditions, or local restrictions.

Location Type	Estimated Delivery Time
Metro Cities	3–5 Business Days
Tier 1 & Tier 2 Cities	4–8 Business Days
Remote/Rural Areas	6–12 Business Days

Total Estimated Time from Order to Delivery: 5–7 business days.

Note: Deliveries are only scheduled on business working days

SECTION 5: SHIPPING CHARGES

Order Value	Shipping Charges
₹1,100 and above	FREE Shipping
Below ₹1,100	₹100 Flat Rate

Shipping charges (if applicable) are added at the time of checkout and clearly mentioned before payment is made.

SECTION 6: PAYMENT TERMS

We are a 100% prepaid store.
This means:

We do not offer Cash on Delivery (COD).
All payments must be completed online using secure gateways (Razorpay, UPI, Net Banking, Credit/Debit Cards, Wallets).

Why No COD?

To maintain hygiene and reduce failed delivery attempts.
To protect our handcrafted inventory from unnecessary handling or return.

Orders are processed only after the payment gateway confirms successful payment.
Pending or failed transactions do not constitute confirmed orders.

In rare cases of duplicate debit, refunds will be processed after gateway validation within 7–10 business days.

SECTION 7: COURIER PARTNERS

We have partnered with reliable logistics providers across India, including:
Delhivery, Shiprocket, DTDC, Bluedart, Ekart, Xpressbees, and others.

Our system automatically assigns the best available courier partner based on your location, delivery speed, and service quality.

SECTION 8: TRACKING YOUR ORDER

Once dispatched, you will receive an email and/or WhatsApp message containing your shipment tracking ID and courier details.

You can track your package by:

Clicking on the link provided in your confirmation email, or
Visiting the courier’s official website and entering your tracking ID.

Tracking information may take up to 24 hours to update after dispatch.
If you face any issues, please contact us at arkayabymansi@gmail.com or WhatsApp: +91-9988424283.

SECTION 9: DELIVERY ATTEMPTS

Delivery Attempts & Hub Hold:

Couriers usually make 2–3 delivery attempts. If undelivered due to recipient unavailability, unreachable contact, access denial, or incomplete address, the parcel may be held at the local hub for up to 72 hours before being returned to origin (RTO).

RTO & Undelivered Orders:

If RTO occurs due to address errors, refusal, unavailability, access restrictions, or KYC requirements, the order is marked as RTO.

Reshipment is available within 3 days of RTO confirmation upon payment of:

(a) Actual two-way courier charges (forward + RTO), and

(b) Fresh forward shipping fees.

Refunds are not issued for customer-caused RTOs.

Address/Phone Changes After Dispatch:

Rerouting after dispatch may not be possible.

If feasible, reroutes are chargeable and may extend delivery time.
Inability to reroute does not qualify for refund or compensation.

Authorized Receipt:

Delivery to a building security desk, guard, family member, neighbor, or office mailroom at the shipping address is considered valid delivery.

Courier GPS, OTP, signature, or delivery photo proof are accepted as valid records of completion.

SECTION 10: DAMAGE DURING TRANSIT (UPDATED POLICY)

At Arkaya Candles, we take every possible step to ensure that your order reaches you safely and in perfect condition. Each product is packed by hand using multi-layer protective packaging and sealed carefully to withstand the transit journey.

However, despite our best efforts, rare instances of transit damage or tampering may occur. To help us verify and resolve such cases quickly and fairly, we follow a strict video-based verification process. Please read this section carefully before raising any concern.

1. Mandatory Pre-Opening & 360° Unboxing Video — Both Required Without Exception

To be eligible for any claim related to a damaged or tampered parcel, the customer must record two continuous videos — both are mandatory and must be clear, uninterrupted, and time-stamped wherever possible.

(a) Pre-Opening Video

Before opening your parcel, record a clear, continuous video that shows the package has not been opened, resealed, or tampered with in any way.
The video must clearly capture:
- All sides of the parcel
- The intact seal and tape
- The visible shipping label with tracking ID and your name
This video acts as proof that the parcel arrived exactly as delivered by the courier — completely sealed and untouched.

(b) 360° Unboxing Video

Immediately after finishing the pre-opening video, continue recording a 360° unboxing video from the exact moment you start breaking the seal.
The video must show the entire process of opening the parcel — including the outer packaging, seal condition, and the product being taken out for inspection.
This must be done in a single continuous take, without any pauses, edits, cuts, or transitions.

Note: These two videos together form the only acceptable proof for any claim of damage, emptiness, or tampering during delivery.

2. Verification & Escalation Process

Once we receive your concern:

Our team will review the pre-opening and unboxing videos to verify whether the damage occurred during transit.
Only if the videos clearly prove tampering or damage caused in transit, Arkaya Candles will raise a formal ticket with our delivery partner to initiate a detailed investigation.
Without both videos, your claim cannot be verified or escalated to the courier partner.
Photographs, screenshots, partial videos, or recordings made after the parcel has been opened are not considered valid evidence.
Photos that show only the product, box, or broken items — without the proper continuous videos — are not eligible for any investigation or compensation.

In summary: Only the original, continuous pre-opening and unboxing videos are accepted for verification and escalation.

3. Resolution, Refund, or Return Process

If the required videos are valid and the courier partner’s investigation confirms that the issue or damage is genuine, Arkaya Candles will proceed to resolve the concern in one of the following ways:

Full Refund – The entire amount paid may be refunded to the original payment method.
Partial Refund – In cases where the damage affects only a portion of the shipment.
Replacement / Reshipment – If stock availability allows, a new product may be sent.

All resolutions are made solely at the discretion of Arkaya Candles. The company reserves the full right to decide whether a refund, partial refund, or replacement is the most appropriate solution. Customers acknowledge that Arkaya Candles’ decision will be final and binding in every case.

4. Immediate Reporting Requirement

If you notice any issue — such as an empty parcel, broken product, or visible tampering — you must contact us within 30 minutes of receiving the delivery.
The report must include the two mandatory videos and any supporting details (order ID, name, contact number).
Reports made after 30 minutes of delivery will not be entertained, as courier tracking and verification timelines close quickly.
Claims made after this time window or without proper proof will be automatically considered invalid.

5. Non-Eligible Scenarios

Please understand that certain minor variations or imperfections are natural in handcrafted products and do not qualify as damage. The following cases are not eligible for refund or replacement:

Small dents or scratches on jars or lids
Softened or slightly melted wax due to heat exposure
Minor fragrance variation between batches
Color differences caused by natural ingredients
Small air bubbles or surface texture changes

These are typical characteristics of artisanal, hand-poured candles and are not considered defects.

6. Resolution and Refund Timeline

Once a claim is verified and approved, the refund will be processed to your original payment method within 10 business days.
Please note that your bank, wallet, or credit-card provider may require additional time to reflect the refund in your account.
In the case of a replacement, tracking details for the new shipment will be shared via email or WhatsApp.

7. Important Notice

If you fail to provide both the pre-opening video and continuous 360° unboxing video, or if you do not report the issue within the 30-minute window, no refund, replacement, return, or compensation will be issued under any circumstances.

Arkaya Candles maintains a zero-tolerance policy for incomplete or fraudulent claims to ensure fairness for all customers and to protect the integrity of our handcrafted products.

8. Proof Submission

Please submit your raw, unedited proof videos via email only to arkayabymansi@gmail.com to ensure proper verification and timely review of your claim. Videos must be in .mp4 or .mov format, recorded in minimum 1080p HD resolution, and should clearly capture both audio and visuals without any distortion.

Each video must display a visible device or platform-generated timestamp to confirm authenticity. If the timestamp is not visible, Arkaya Candles may request the original file metadata (date created or modified) for verification purposes.

Edited, trimmed, filtered, stitched, or AI-generated footage is strictly invalid under this policy. Please ensure that videos are continuous, unaltered, and attached directly to the email, no compression, screenshots, or screen recordings will be accepted.

SECTION 11: DELAYED OR FAILED DELIVERY

We are not liable for delays caused by:

Inaccurate address or phone number
Unavailability of the recipient
Courier delays due to weather, strikes, or public holidays
Force Majeure events (natural disasters, pandemics, etc.)

In such cases, we will assist in liaising with the courier partner.

Consequential Loss Disclaimer: Arkaya Candles is not liable for indirect or consequential losses arising from delivery delays, including but not limited to missed events, photoshoots, opportunities, or commitments.

SECTION 12: SPECIAL FESTIVE SEASON NOTICE

During festive seasons (e.g., Diwali, Christmas, Raksha Bandhan, New Year), delivery timelines may extend by 2–3 business days due to high shipment volumes.
We recommend placing orders in advance.

SECTION 13: WRONG PRODUCT RECEIVED

If you receive an incorrect item, you must report it within 30 minutes of delivery and provide the two mandatory videos defined in Section 10(1):

(a) Pre-Opening Video – showing the sealed parcel, all sides, intact seal/tape, and the shipping label with tracking ID and your name.

(b) Continuous 360° Unboxing Video – recorded in one single take, without cuts, edits, or transitions.

Photos, screenshots, partial, edited, or after-opening videos are invalid.

Reports made after 30 minutes or without both videos are automatically rejected.

Once the claim is verified, Arkaya Candles reserves the absolute right to determine the most appropriate resolution, which may include replacement, partial compensation, NO REFUND or any other action the company deems suitable. All such decisions are final and binding.

Requests based on personal preferences, including fragrance choice, size difference, color tone, or minor handmade variations, do not qualify for replacement, exchange, or refund under any circumstances.

SECTION 14: BULK OR CUSTOM ORDERS

For corporate gifting, weddings, or large orders:

Contact us 10–14 days in advance.
Shipping timelines and costs may vary.
Express and scheduled deliveries are available upon request.

SECTION 15: YOUR RESPONSIBILITY AS A CUSTOMER

To ensure smooth delivery, you must:

Provide accurate shipping details
Be available to receive the package
Handle the product carefully upon delivery

Arkaya Candles is not responsible for losses caused by incorrect information or mishandling post-delivery.

Where possible, customers should inspect the parcel at the time of delivery.

If damage or tampering is visible, record the required videos immediately (see Section 10) and notify us within 30 minutes.

For entry-restricted locations (e.g., SEZs, campuses, gated communities, event venues), customers must ensure courier access.

Deliveries denied entry by management or guards are considered customer-caused and may result in RTO as per Section 9.

SECTION 16: CONTACT INFORMATION

For any shipping-related assistance:
📧 Email: arkayabymansi@gmail.com
📞 WhatsApp: +91-9988424283
🕒 Support Hours: Monday – Friday, 11:30 AM to 5:00 PM IST

Please include your Order ID and registered contact details for faster resolution.

SECTION 17: POLICY CHANGES

Arkaya Candles reserves the right to update or modify this Shipping & Delivery Policy at any time without prior notice. Updates will be reflected on this page. Continued use of our website or services implies acceptance of the revised terms.

Thank you for choosing Arkaya Candles — every delivery is packed with light, love, and intention.

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