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Shipping Policy

 

How Can I Track My Order?

To check the status of your order, please visit the ‘Order History’ section in ‘My Dashboard’ and find your order. Once your order has been shipped, you can track your order by entering the tracking number provided by us on our shipping partners’ websites.

 

How Are Orders Placed On Keen By Shirin Delivered To Me?

All orders placed on Keen by Shirin are dispatched through our trusted courier partners such as DTDC, Delhivery and Blue Dart

 

Will All The Products Be Shipped Together?

To ensure the best experience, we ideally ship all products of an order together. However, there might be instances where some products are ready to get shipped earlier than other products. To make sure that you don't wait even a minute longer than you have to, sometimes we ship an order in parts if some products are not ready. You can track the shipment of your pending products in the ‘Order History’ section under ‘My Dashboard’. We make sure that you are notified via Mail and SMS when each item of your order is shipped.

 

What are the shipping charges?

We offer Free Shipping on all orders delivered within India.

For International Orders, shipping charges are as follows:

Customs Duties & taxes, if any, are to be borne by the customer.

 

What does Ready To Ship mean?

‘Ready to Ship’ means that we can dispatch a product within 2 days, and deliver it within 4-5 days. You can explore our ‘Ready to Ship’ collection by going to the ‘Shop’ section of our website. These delivery timelines are only possible for orders within India.

 

What does estimated delivery time mean?

Estimated delivery time is the time we anticipate it will take for your order to reach you. Since a lot of products are made-to-order, the estimated delivery time can range between 2-4 weeks. The exact delivery time is written in the ‘Shipping’ section of each order. International orders can take up to a week longer than the shipping time mentioned, and ‘Ready to Ship’ orders will arrive (both domestically and internationally) much sooner.

 

Can you expedite the delivery of a product?

Sorry, currently we do not have any service available to expedite delivery of any products. In the future, if we are offering such services and your pin code is serviceable, you will receive communication from our end.

 

How do I pay for my order?

Customers within India can pay online through Net Banking, Debit/Credit Cards, Google Pay, UPI or PayPal. Cash on delivery is also available for shipments within India for orders up to Rs. 20,000. For international orders, we accept payment via International Debit/Credit Cards (Visa, Master Card, AMEX), and PayPal.

 

Why is COD not offered in my location?

International location are not covered for COD by our delivery partners. Any inconvenience you face is regretted. And if this is the case, you will only see options for online payments such as Credit Card, Debit Card, Net Banking, Paypal or UPI.

 

My Order Status shows Out For Delivery but I haven’t received it yet – when will it be delivered?

On the day your order is out for delivery, you will receive an SMS on your registered mobile number and you will receive another SMS after the order is delivered. Our courier partners will contact you in case you were not available at the delivery location during the first delivery attempt.

 

I missed the delivery of my order, what should I do?

If you were unavailable during our courier partner’s first attempt to deliver your order, the courier will contact you on your registered mobile number to make sure you’re home before re-attempting delivery. They will attempt to deliver your package 3 times before returning it to our fulfillment center. If you miss all 3 delivery attempts and the product is in our fulfillment center, you can request that we re-dispatch the product (as long as it is available).

 

Can I open a shipment before accepting it?

Our courier partner will hand over the package to you to open only once the payment has been made. If there is an issue with your order, you can contact us on +91-9313846800 or [email protected], or raise a Return/Exchange request from the ‘My Dashboard’ section.

 

My order is delayed. When can I expect it?

To check the expected delivery date of your order, please visit the ‘Order History’ section in ‘My Dashboard' or email us on [email protected] You can also call our Customer Care Helpline on +91-9313846800 from Monday - Friday between 11 am - 7 pm and on Saturdays between 12 am - 6.00 pm.

 

The product I ordered has gone out of stock, why wasn’t I informed earlier?

On some occasions, some of our partner brands are unable to fulfill orders for certain products listed on our platform due to supply issues. On other occasions, we do not dispatch an order if we are unhappy with the product quality. If either of these scenarios occurs, you will be notified immediately and a full refund (in case the order was pre-paid) will be processed.

 

I placed an order through Cash on Delivery facility, but now I want to pay using Debit/Credit/Netbanking. How can I do this?

Currently, we don’t have a provision to convert COD orders to prepaid orders at the time of delivery, but we can convert your order to pre-paid if it has not been shipped yet. You can request for the same by emailing us on inf[email protected]

 

Do you deliver internationally?

Yes, we deliver products across all continents (except Antarctica :P). International delivery timelines range between 2-5 weeks. To know the exact delivery date, please refer to the ‘Shipping’ section on the product page or contact our customer care.

 

What are the international shipping charges?

For International Orders, shipping charges are as follows:

Customs Duties & taxes, if any, are to be borne by the customer.

Will there be any custom duties to be paid? If yes, by whom?

Any customs duties and taxes levied are to be borne by the customer.