At Vellora Fragrance, we are committed to providing you with a smooth, reliable, and enjoyable shopping experience. From placing your order to receiving your favourite fragrance at your doorstep, we aim to make every step simple and convenient.

Please read our Shipping & Returns Policy carefully to understand our delivery process, Cash on Delivery (COD) payment method, order cancellations, and return procedures.

1. Shipping Policy

Order Processing

Once you place an order on the Vellora Fragrance website, our team will process your order and prepare it for dispatch.

Our team may contact you by phone or message to confirm your order and delivery details before shipping.

Please ensure that your contact number, shipping address, and other required information are accurate when placing your order.

Order processing typically takes [insert processing time] business days, excluding weekends and public holidays, where applicable.

Shipping and Delivery Time

We aim to deliver your order as quickly and safely as possible.

• • Order Processing Time: [Insert processing time]

• • Estimated Delivery Time: [Insert delivery timeframe]

• • Shipping Charges: [Insert your shipping charges or state whether delivery is free]

• • Delivery Locations: [Insert the countries or regions you serve]

Delivery times may vary depending on your location, courier availability, weather conditions, public holidays, and other circumstances beyond our control.

Any delivery estimates provided are approximate and are not guaranteed dates.

Cash on Delivery (COD)

Vellora Fragrance currently offers Cash on Delivery (COD) as its payment method.

This means you can place your order online and pay for your purchase when it is delivered to your address, subject to the courier’s payment procedure.

To ensure a smooth delivery experience, please keep the following points in mind:

• • Provide a valid and reachable phone number.

• • Enter your complete and correct delivery address.

• • Keep the order amount ready when your parcel arrives.

• • Be available to receive the parcel or arrange for an authorised person to receive it, where permitted by the courier.

• • Confirm your order when contacted by our team, if confirmation is required.

Please note that COD availability may depend on your delivery location and courier service.

Incorrect or Incomplete Shipping Information

Customers are responsible for providing accurate delivery information when placing an order.

If you notice an error in your shipping address or contact details, please contact us as soon as possible.

We will try to correct the information before dispatch; however, changes cannot be guaranteed once the order has been handed over to the courier.

Additional delivery charges may apply if a shipment needs to be redirected or re-delivered, subject to our confirmation and the courier’s terms.

Delayed Deliveries

Although we aim to deliver every order within the estimated timeframe, occasional delays may occur due to courier issues, high order volumes, weather conditions, or other unforeseen circumstances.

If your order has not arrived within the expected delivery period, please contact our customer service team with your order number and registered phone number.

We will help you check the status of your shipment and provide the available information.

Failed Delivery Attempts

If the courier cannot deliver your parcel because the customer is unavailable, the address is incorrect, or the delivery cannot be completed for another reason, the courier may attempt re-delivery or return the parcel to the sender.

Please keep your phone available and respond to delivery-related calls or messages to help avoid unnecessary delays.

2. Return Policy

At Vellora Fragrance, customer satisfaction is important to us. If there is a problem with your order, please contact our customer service team so we can review the situation and explain the available options.

Eligibility for Returns

Return requests are reviewed according to the product’s condition, the reason for the request, our applicable return policy, and the consumer protection laws that apply to your purchase.

For hygiene and product-integrity reasons, fragrances may be subject to special return conditions.

To help us assess your request:

• • Keep the product and its original packaging.

• • Avoid opening or using the fragrance if you believe it is incorrect or damaged.

• • Contact us as soon as possible after receiving the order.

• • Provide your order number and a clear explanation of the issue.

• • Include photographs or other evidence when relevant.

Please contact us before sending any item back. Our team will provide instructions if a return is appropriate.

Nothing in this policy excludes or limits any mandatory consumer rights that apply under the law.

Returns for Damaged or Defective Products

We take care when preparing and dispatching orders. However, if your fragrance arrives damaged, leaks during transit, or has a genuine product defect, please contact us promptly.

To help us resolve the issue, provide:

• • Your order number.

• • The name of the product.

• • A description of the damage or defect.

• • Clear photographs of the product and its packaging, where possible.

Please retain the product and packaging until our team advises you on the next steps.

Depending on the circumstances and applicable law, an appropriate resolution may include a replacement, refund, or another remedy.

Incorrect Product Received

If you receive a fragrance that differs from the item you ordered, please contact us as soon as possible.

Include your order number and photographs showing the product received and its packaging, if available.

Our team will review your request and explain the next steps. Please avoid using the product while the issue is being reviewed.

Can I Return an Opened or Used Fragrance?

Fragrances that have been opened, sprayed, or used may be subject to specific return restrictions because of hygiene, safety, and product-integrity considerations.

However, a blanket exclusion may not apply in every situation, particularly where a product is defective, incorrect, or consumer law provides a remedy.

Please contact our customer service team to discuss your circumstances and confirm the available options.

Change of Mind

If you change your mind after placing an order, please contact us as soon as possible.

Requests to return a fragrance simply because you no longer want it or prefer a different scent are subject to the applicable return policy and consumer law.

Products must meet the relevant return conditions, where applicable.

3. Order Cancellation Policy

Cancelling an Order Before Dispatch

If you wish to cancel your order, contact our customer service team as soon as possible and provide your order number.

We will check whether the order can still be cancelled before dispatch.

Once an order has been handed over to the courier, cancellation may no longer be possible through our normal order-processing procedure.

Refusing or Not Accepting a COD Order

Because Vellora Fragrance offers Cash on Delivery, customers should place orders only when they genuinely intend to receive them.

If you no longer wish to receive an order, please contact us before dispatch or delivery so we can advise you on the available options.

Repeatedly placing orders and refusing delivery without a valid reason may affect our ability to accept future orders, subject to applicable law.

If a parcel has already been dispatched, please contact our team instead of assuming that the order has been cancelled.

4. Refund Policy for Cash on Delivery Orders

Vellora Fragrance currently accepts Cash on Delivery only. Customers pay the courier or delivery agent when the parcel is delivered, according to the courier’s procedure.

Since payment is collected upon delivery, refunds for COD orders are handled differently from refunds for prepaid orders.

When Is a Refund Available?

A refund or other remedy may be available if an order qualifies under our applicable policy or consumer protection law. Examples may include eligible cases involving damaged, defective, or incorrect products, or an order cancellation where payment has already been collected.

Each request is reviewed based on the circumstances.

How Are COD Refunds Processed?

If a refund is approved for a COD order, our customer service team will explain the available refund method and any information needed to complete the process.

Depending on our available procedures and applicable law, we may ask you to provide suitable payment details for a bank transfer or another agreed refund method.

For your security, never share your payment card PIN, account password, or other sensitive authentication information.

Refund Processing Time

Approved refunds are processed within [insert refund processing timeframe], subject to the return review and the chosen payment method.

The time required for funds to reach you may vary depending on the payment provider or bank.

Our team will communicate the applicable timeframe when your refund is approved.

5. Exchanges

If you receive an eligible product and wish to exchange it, please contact our customer service team.

Exchanges depend on product availability, the condition of the item, the reason for the request, and the applicable policy.

Please do not send a product back without receiving return instructions from our team.

If an exchange is not possible, we will explain any alternative options available under our policy and applicable law.

6. Shipping Charges for Returns

Return shipping charges depend on the reason for the return and the applicable consumer protection rules.

If a return is required because you received an incorrect, damaged, or defective item, please contact us before arranging shipment so we can explain the appropriate procedure.

For other return requests, any applicable shipping costs or conditions will be communicated before the return is arranged.

We will not ask you to pay an undisclosed return charge without explaining the applicable terms.

7. Contact Us

If you have questions about shipping, delivery, returns, exchanges, or COD orders, our customer service team is here to help.

Please contact us using the details below:

• • Brand: Vellora Fragrance

• • Email: [Insert customer service email]

• • Phone / WhatsApp: [Insert contact number, if available]

• • Customer Service Hours: [Insert business hours]

When contacting us about an existing order, please include your order number and the phone number used when placing the order.

We aim to provide clear information and resolve customer enquiries as efficiently as possible.

Our Promise

At Vellora Fragrance, we value your trust and want every order to be a positive experience.

Thank you for choosing Vellora Fragrance. We appreciate your support and look forward to bringing your favourite scents to your doorstep.