Shipping policy
This Shipping Policy applies to all orders placed through https://klochlife.com/ ("Kloch", "we", "us", or "our"). By placing an order, you agree to the terms outlined below.
1. Key Definitions
- Business day: Monday to Saturday, excluding public holidays in Delhi, India.
- Dispatch: The point at which your order leaves our facility with the carrier. Delivery estimates run from this point unless stated otherwise.
- Delivered: The point at which the carrier records delivery through a signature, photo, tracking scan, or electronic proof of delivery.
- DDP (Delivered Duty Paid): We cover shipping and taxes, so there are no additional fees to pay upon delivery.
2. Order Processing & Dispatch
- In-stock orders: Processed and dispatched within 1–2 business days.
- Pre-orders and limited drops: May carry a longer dispatch window, which will be stated on the product page. By placing an order for these items, you accept the stated dispatch timeline.
3. Order Changes & Cancellation
Orders are processed quickly, so self-service cancellation may not be possible once an order has been placed. To request a change or cancellation, contact support@klochlife.com as soon as possible.
Once an order has been dispatched, it cannot be cancelled, redirected, or have its delivery address changed in transit. Please ensure that your delivery address is complete and accurate. We are not responsible for orders that are delayed, lost, or returned because of an incorrect or incomplete address.
4. Shipping Charges
- Shipping is free on every order to all destinations we currently serve.
- The price you see at checkout already includes delivery to your address, so there are no separate shipping charges.
5. Estimated Delivery Timelines
The delivery timelines below are estimated transit times from the date of dispatch and do not include order processing time. While we strive to deliver your order within the estimated timeframe, these timelines are indicative and not guaranteed.
| Destination | Estimated Delivery After Dispatch |
|---|---|
| India | 3–6 business days |
Delivery timelines may vary due to carrier delays, remote or hard-to-reach delivery locations, peak periods, weather conditions, or other circumstances beyond our control.
6. Taxes
India orders: All prices are inclusive of applicable Indian taxes. Neither Kloch nor our domestic delivery partners will ask you to pay any additional duty or tax.
Beware of Payment Scams
Kloch and our delivery partners will never ask you to pay duties, taxes, or delivery fees through links sent by SMS, email, WhatsApp, or text message. Legitimate customs charges are collected only by the official courier at clearance or delivery.
If you receive a suspicious payment request, do not click or pay. Please verify with us at support@klochlife.com.
7. Order Tracking
A tracking number and link will be emailed to you once your order is dispatched. Please allow up to 24–48 hours for tracking updates to begin. If tracking has not moved after several days, contact us at support@klochlife.com.
8. Delivery Confirmation
- Transfer of risk: Title and risk pass to you when the carrier records the order as delivered to the address provided by you. We are not responsible for loss, theft, or damage occurring after that point.
- Freight forwarders and reshippers: If you choose to ship to a freight forwarder, package-reshipping service, or any address other than your own, our responsibility ends once the parcel is delivered to that address.
- Failed, Refused or Unclaimed Deliveries: A parcel may be delayed, held at the carrier’s hub, or returned to us if the delivery address is incorrect, incomplete, or unclear; delivery is obstructed; or you refuse the parcel. Where a parcel is returned because it was refused or unclaimed, we will contact you. Any return shipping charges incurred by us and any non-recoverable charges may be deducted from your refund.
- Lost, Missing or Undelivered Orders: If your order has not arrived, please contact support@klochlife.com. If a parcel cannot be traced within 15 days of dispatch, we will reship it, subject to stock availability, or issue a full refund. If tracking shows your order as delivered but you have not received it, we will raise an investigation with the carrier. Since carrier investigations can take around three weeks, these cases are typically resolved within four weeks of dispatch.
- Damaged or Tampered Deliveries: If your order arrives damaged or with tampered packaging, contact support@klochlife.com within 48 hours of delivery.
Please include your order number and clear photos of the outer packaging, the shoebox, and the product. Keep the item and all packaging, as the carrier may need them for inspection.
We will raise a claim with the carrier for investigation. Since this can take around three weeks, damage claims are typically resolved within four weeks of dispatch, after which eligible refunds are issued in accordance with our Refund Policy.
9. Returns, Exchanges & Refunds
We offer returns, exchanges, and refunds in accordance with our dedicated Returns & Exchanges Policy and Refund Policy.
10. Packaging
Every pair ships in protective outer packaging so your shoebox arrives in collector-grade condition. If the outer packaging or shoebox arrives damaged, please report it within the window mentioned in Damaged or Tampered Deliveries and include clear photos.
11. Order Restrictions
We do not ship to destinations subject to applicable sanctions or trade restrictions. Certain products or destinations may also require additional documentation or may be undeliverable.
We reserve the right to refuse, cancel, or limit any order, including for suspected fraud, payment issues, restricted destinations, or pricing/listing errors. In such cases, we will issue a refund where applicable.
12. Force Majeure
We are not liable for delays or failure to deliver caused by events beyond our reasonable control, including customs holds, carrier disruptions, strikes, natural events, public-health measures, government action, or similar events. Where such an event occurs, we will take reasonable steps to minimise the impact.
13. Changes to This Policy
We may update this policy from time to time. The version in effect at the time you place your order will apply to that order.
14. Governing Law
This policy is governed by the laws of India, and any disputes are subject to the exclusive jurisdiction of the courts of Delhi, India.
15. Need Help?
If you have any questions about shipping, delivery timelines, returns, exchanges, or refunds, our team is happy to help.
- Email: support@klochlife.com
- Phone / WhatsApp: +91 9650985566
- Hours: Monday to Saturday, 11:00 AM–6:00 PM IST