Delivery Policy & Shipping Charges
1. Who is West Elm, India?
Reliance Brands Limited, a company incorporated under the laws of India, having its registered office at 4th Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai – 400002, India ("West Elm India"), born in Brooklyn in 2002. We're focused on the intersection of modern design, affordability and community. Everything we sell—from sofas and tables to bedding and vases (Products)—is made with one goal in mind: to help our customers (Platforms) express their personal style at home and in the world. We care about impact too. By designing over 90% of our products in–house, our design team has steadily increased our selection of organic, handcrafted, sustainably sourced and Fair Trade Certified™ products. There's a story behind everything we sell—one that starts in Brooklyn and lives on with you.
2. What is this Delivery Policy?
3. Terms of Delivery
3.1. West Elm, India partners with third party logistic service providers in order to effectuate Product delivery to Users ( Origin Logistics, Blue Dart, Delhivery) Details of the Logistic Partner who will be processing the delivery of the purchased Product(s) will be provided to the User upon the purchased Product(s) being handed over to the Logistic Partner by West Elm India. The User will also be provided with an approximate day of delivery of the purchased Product on the order confirmation page. West Elm India may also effectuate Product delivery to Users on its own without engaging Logistic Partners.
3.2. While West Elm India aims to provide its services through the Platforms and ensure the delivery of its Products all across India, currently, West Elm India, has a select list of areas where delivery can be undertaken. At the time of placing an order for purchase of Products on the Platforms, Users are required to enter their pin-code details to verify if deliveries can be carried out in their areas. If the area where the User wishes that the purchased Products be delivered is not within West Elm India’s recognised delivery network, West Elm India will not be able to process the order further.
3.3. Prior to making payments on the Platforms for the purchase of Products, the User will be prompted to provide a shipping address. While entering shipping address details, the User should ensure to provide correct, complete and accurate information along with sufficient landmarks in order to aid identification of the address. Any failure in delivering the purchased Products arising out of the User’s failure to provide correct, complete and accurate information shall not hold West Elm India liable at any point in time.
3.4. A maximum of 3 (three) attempts shall be made to deliver purchased Products to the User. Should the User continue to remain unavailable after 3 (three) attempts, West Elm India reserves the right to cancel the order pertaining to the purchased Products at its sole discretion.
While West Elm India shall make reasonable endeavours in ensuring that purchased Products are delivered to its Users in a timely manner, delivery may be delayed on account of:
- 3.4.1. Logistical issues beyond West Elm, India’s control;
- 3.4.2. Unsuitable weather conditions;
- 3.4.3. Political disruptions, strikes, employee-lockouts, etc.
- 3.4.4. Acts of God such as floods, earthquakes, etc.
- 3.4.5. Other unforeseen circumstances.
In such events of delay, West Elm India shall make reasonable attempt at proactively intimating the User by writing to the User on his/her registered email account and/or mobile number. West Elm India disclaims all liabilities that may arise on account of its failure to intimate the User of anticipated delays in the delivery of purchased Products on the Platforms. Further, West Elm India shall be under no obligation to compensate the User for any mental agony or any tortuous claim that may otherwise arise on account of a delay in the shipment and delivery or use of the purchased Products.
3.5. Shipping Information:
3.5.1. Our products are delivered in two ways, either:
- Logistics Parcel Delivery (e.g., Delhivery, Blue Dart) to your delivery address or,
- Truck Delivery for most furniture and other items that exceed parcel carrier shipping weight limits; usually includes our Home Delivery service and Unlimited Items for a Flat Rate fee
3.5.2. Shipping Rates and timelines:
a) Our team of experts will conduct a site survey to analyse the delivery route, dimensions of the entryways & space for the final installation to be carried out for deliveries where home delivery services are required
b) Customers are requested to confirm their availability for receiving the order at the delivery location. If you are planning to travel & will be unavailable on the contact number provided, you are requested to inform the customer care team atleast 24 hours in advance. We will plan the shipping & delivery as per your availability and convenience.
c) Any defect or damage must be reported to the delivery person and to the customer care immediately by the customer. The description of defect/damage should be mentioned on the Challan/ Proof of Delivery (POD).
3.6. West Elm India, as an internal process, undertakes multiple diligences to ensure that their delivery executives and the individuals employed by their Logistic Partners are individuals with the highest regard for ethics and integrity. However, it is not possible for West Elm India to ensure that its own delivery executives or employees of its Logistic Partners behave in a fashion that exudes thorough professionalism, competence and good mannerism. It is expressly clarified that any ill-mannerism, impoliteness, discourtesy or offensiveness shown by West Elm India’s delivery executives or by the employees of the Logistic Partners is beyond West Elm India’s control and any issue arising between a User and West Elm India’s delivery executive or an employee of the Logistic Provider will have to be resolved by the User, independently.
3.7. Upon the successful placing of an order on the Platforms and after West Elm India has successfully handed over the purchased Product(s) to its Logistic Partner, the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. The User may use the tracking identity number on the Platforms or the website and/or the mobile application of the Logistic Partner to check the whereabouts of the purchased Product and the estimated time of its delivery. West Elm India shall make reasonable attempts in ensuring that the tracking status of the purchased Products is updated in a timely manner. However, West Elm India does not guarantee the accuracy of the tracking status since it is updated on a real-time basis and is subject to inconsistencies arising out of time-lags in updating the information and other technicalities beyond West Elm India’s control.
3.8. West Elm India reserves the right to charge shipping charges. The payment for which is made by way of cash, credit/debit card or any other online mode of payment. If charged, such charges shall not be refunded to the User on cancellations or returns that are made after the shipping of the purchased Products, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by West Elm India after due verification at its sole discretion). Title and risk of loss for all purchased Products shall pass onto the User upon the delivery of the purchased Products to the User.
3.9. Return and exchange of purchased Products shall be carried out by West Elm India’s reverse-logistics partners or its own delivery executives. Further details on how Users may process returns and exchanges of purchased Products have been set out under the Return and Refund Policy which may be accessed here.
4. Grievance Redressal
Any grievances relating to the Delivery Policy may be directed by you to the grievance officer of West Elm India who can be contacted at [email protected]