Shipping policy
SHIPPING POLICY
At Peony Neoma, we aim to ensure that every order is packed securely and delivered safely and efficiently.
Please read this Shipping Policy carefully before placing an order.
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1. ORDER PROCESSING
In-Stock Orders
For in-stock items:
- Orders are typically processed within 1–4 business days after successful payment confirmation
- Orders are not processed on Sundays or public holidays
- During launches, sales, restocks, or high-volume periods, processing timelines may be extended
Once your order has been dispatched, you will receive shipping confirmation and tracking details via SMS and/or email.
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2. PRE-ORDER ITEMS
Certain products listed on our store may be available on a pre-order basis.
What is a Pre-Order?
A pre-order allows customers to reserve products that are:
- Currently out of stock
- In transit
- Awaiting arrival
- Being specially sourced after purchase
Pre-order inventory is secured specifically against confirmed customer purchases.
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Pre-Order Shipping Timelines
Estimated shipping timelines for pre-order items will be clearly mentioned on the respective product page.
These timelines are approximate only and may vary depending on:
- Supplier timelines
- International logistics
- Customs clearance
- Stock availability
- Courier operations
- External circumstances beyond our control
Estimated timelines should not be interpreted as guaranteed delivery dates.
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Important Notes for Pre-Orders
- Pre-order items are shipped only after stock is received and quality checked
- If an order contains both in-stock and pre-order items, the shipment may be held until all items become available unless otherwise specified
- Shipping timelines begin only after the complete order is ready for dispatch
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3. PAYMENT CONFIRMATION (UPI ORDERS)
After placing your order, payment must be completed using the UPI details provided at checkout.
To help speed up payment confirmation, customers may:
- Share a payment screenshot through Instagram (@peony.neoma)
- Mention the Order ID in the UPI payment note
Orders are generally confirmed within 30–60 minutes during business hours after successful payment verification.
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4. DELAYED OR UNCONFIRMED PAYMENTS
Payment must be completed within 15 minutes of placing the order.
Orders that remain unpaid beyond this period may be automatically cancelled without prior notice.
Peony Neoma reserves the right to refuse or cancel orders with incomplete, suspicious, or unverifiable payments.
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5. SHIPPING TIMELINES
Estimated delivery timelines after dispatch are generally:
- 3–7 business days for most serviceable locations
- Longer timelines may apply for remote or non-metro regions
Delivery timelines are estimates only and are not guaranteed.
Delays may occasionally occur due to:
- Weather conditions
- Courier operational issues
- Public holidays
- High shipment volumes
- Customs processing
- Regional delivery limitations
- External logistical disruptions
While we work closely with reliable courier partners, Peony Neoma shall not be liable for delays occurring after dispatch. However, we may assist in following up with courier partners wherever reasonably possible.
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6. SHIPPING CHARGES
- Shipping fee applies to orders below ₹9999/-
- Free shipping is available on orders above ₹9999/-
Applicable shipping charges are automatically calculated and displayed at checkout before payment confirmation.
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7. TRACKING YOUR ORDER
Once your order has been shipped, tracking details and AWB information will be shared via SMS and/or email.
Customers may use the tracking link provided to monitor shipment status in real time.
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8. CUSTOMER RESPONSIBILITY
Customers are solely responsible for ensuring that all shipping details provided at checkout are accurate and complete, including:
- Full name
- Shipping address
- Landmark details
- Contact number
- PIN code
Peony Neoma shall not be responsible for failed deliveries, delays, losses, or Return-to-Origin (RTO) shipments caused by:
- Incorrect addresses
- Incomplete delivery information
- Incorrect phone numbers
- Customer unavailability
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9. FAILED DELIVERY & RETURN TO ORIGIN (RTO)
Courier partners generally attempt delivery multiple times before marking shipments as undeliverable. Customers are responsible for providing accurate delivery information and cooperating with the courier to facilitate successful delivery.
If delivery attempts fail due to customer-related reasons, including but not limited to:
- Incorrect or incomplete delivery addresses.
- Incorrect, invalid, switched-off or unreachable phone numbers.
- Customer unavailability at the delivery address.
- Failure to answer calls or respond to courier communications.
- Failure to provide a required delivery OTP or verification code within the courier’s permitted delivery window.
- Inability to receive an OTP through WhatsApp or another designated channel where an alternative delivery verification method is available.
- Refusal to accept delivery or failure to coordinate with the courier.
- Failure to collect a shipment where collection is required.
The shipment may be returned to origin (RTO), and applicable customer-related charges will apply.
9.1. RTO & Shipping Charges
Where an RTO results from a customer-related delivery failure, the customer will be responsible for applicable costs incurred, including:
- Original forward-shipping charges, where applicable.
- Return-to-origin (RTO) charges.
- Additional forward-shipping charges for subsequent delivery attempts.
- Reasonable repacking and replacement packaging-material costs resulting from repeated shipments.
Free shipping offers apply only to the shipment and conditions specified in the relevant offer. They do not automatically cover RTO charges, repeat delivery attempts or additional packaging costs resulting from customer-related delivery failures.
9.2. Repeat RTO & Shipment Handling Fee
If an order is returned to origin more than once due to customer-related delivery issues, a shipment handling fee of ₹100 per applicable shipment will be charged for each shipment beyond the first RTO.
Any applicable handling fees, outstanding RTO charges and reshipping costs must be cleared before the order is dispatched again.
9.3. Re-shipping After an RTO
All applicable outstanding RTO, shipping and handling charges must be settled before a further shipment is arranged. Customers may be required to reconfirm their delivery address and phone number before re-dispatch.
Re-shipping is subject to settlement of applicable charges and confirmation that delivery can reasonably be attempted again.
9.4. Repeated RTOs & Failure to Respond
Where an order has been returned to origin multiple times due to customer-related delivery issues, Peony Neoma reserves the right to suspend further dispatches until outstanding charges are settled and delivery arrangements are confirmed.
If the customer fails to respond or resolve the outstanding issue within the reasonable deadline communicated by Peony Neoma, the pending shipment may be closed in accordance with the applicable order terms and law.
9.5. Customer-Related Loss or Missing Items
Where a shipment or its contents are lost, returned, damaged or otherwise compromised due to a documented customer-related issue, including an incorrect address or phone number, refusal of delivery, or failure to complete required delivery verification, refunds or replacements may be declined to the extent permitted by applicable law and the circumstances of the case.
This clause does not exclude remedies where the loss or missing items result from Peony Neoma’s error, courier negligence or another circumstance for which the customer cannot reasonably be held responsible as long as you provide a proper unboxing video.
9.6. Courier or Seller-Related Delivery Failures
Additional costs will not be charged to the customer where the delivery failure is attributable solely to Peony Neoma or a courier issue outside the customer’s control. Such cases will be assessed individually.
9.7. Documentation of Charges
Applicable shipping, RTO and handling charges may be itemised and communicated to the customer. Charges must be reasonable, supported by the applicable terms and consistent with applicable law.
This policy applies to orders placed on or after its effective date and does not retrospectively alter the terms of previously placed orders.
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10. DELIVERY OTP SAFETY
Customers must not share delivery OTPs until the package has been physically received and inspected externally.
Before sharing the OTP:
- Ensure the package appears sealed and untampered
- Verify that the shipment belongs to your order
Sharing an OTP before physically receiving the parcel may be treated as confirmation of successful delivery.
Peony Neoma shall not be responsible for disputes arising from OTP misuse or unauthorized sharing.
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11. DELIVERY CONFIRMATION
Once an order is marked as delivered by the courier partner, customers are advised to:
- Check with neighbours
- Check with building security or reception
- Check with household members or family
Courier tracking confirmation and delivery records shall be treated as valid proof of successful delivery.
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12. SECURE PACKAGING
All orders are packed using protective materials such as:
- Bubble wrap
- Corrugated boxes
- Protective cushioning materials
to help minimize the risk of transit damage.
However, once dispatched, all shipments are handled by third-party logistics providers.
Peony Neoma shall not be liable for:
- Transit damages
- Courier mishandling
- Shipping delays
- Theft after delivery
- Loss during transit
although assistance may be provided at our discretion in genuine cases supported by valid proof.
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13. UNBOXING & CLAIM REQUIREMENTS
A complete, uninterrupted unboxing video is mandatory for any claim relating to:
- Damaged items
- Missing products
- Empty packages
- Incorrect products
- Tampered parcels
The unboxing video must:
- Begin before the parcel is opened
- Clearly display the shipping label and sealed package
- Show the opening process in one continuous shot
- Clearly display all contents received
Claims submitted without proper video proof may be rejected.
For full claim requirements, please refer to our Refunds, Returns & Damages Policy.
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14. CLAIM WINDOW
Any shipping-related issues must be reported within 12 hours of delivery.
Claims submitted beyond this timeframe may not be eligible for review or resolution.
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15. CANCELLATIONS AFTER SHIPPING
Orders cannot be cancelled once they have been dispatched.
All shipments are handled by third-party courier services after dispatch, and delivery timelines thereafter are outside our direct control.
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16. POLICY ACCEPTANCE
By placing an order with Peony Neoma, including pre-orders, you acknowledge that you have read, understood, and agreed to this Shipping Policy in full.