At Kultury Private Limited, we aim to provide a reliable, convenient, and transparent delivery experience for customers placing orders through the Kultury Platform. This Shipping & Delivery Policy explains how orders are processed, packed, shipped, tracked, and delivered, including the circumstances that may affect estimated delivery timelines.

Kultury operates as an online marketplace where certain products may be sold and fulfilled by independent third-party sellers. Accordingly, the actual processing, dispatch, packaging, and delivery of an order may depend on the relevant seller, product, warehouse, logistics partner, and delivery service available for the customer's location.

1. Order Processing

Orders are processed after successful payment confirmation or valid Cash on Delivery (COD) confirmation, where COD is available for the relevant order, product, and delivery location.

Orders are generally processed within 1–3 business days, excluding weekends and public holidays, unless a different processing time is displayed on the applicable product page or at checkout.

Processing time includes activities such as order confirmation, inventory verification, product preparation, packaging, and handover to the applicable logistics or delivery partner.

Processing times may vary depending on product availability, seller location, product category, customization requirements, warehouse operations, order volume, and other operational circumstances.

Customized, personalized, made-to-order, handmade, or specially prepared products may require additional processing time. The applicable processing timeline, where available, may be communicated on the relevant product page or during checkout.

2. Shipping Coverage

Kultury aims to facilitate delivery across serviceable locations in India through sellers, warehouses, courier companies, logistics providers, and other delivery partners.

Delivery availability may depend on the customer's PIN code, geographic location, seller location, product type, courier network, applicable regulations, and other logistics-related factors.

Certain products may have limited delivery coverage because of their size, weight, nature, handling requirements, regulatory restrictions, or seller shipping arrangements.

The availability of delivery to a particular location may be determined during checkout or before an order is confirmed.

3. Estimated Delivery Time

Estimated delivery timelines may vary depending on the customer's location, seller location, product availability, processing time, dispatch date, logistics partner, transportation network, and other applicable circumstances.

Typical estimated delivery timelines:

Metro Cities: 2–5 business days

Tier 2 & Tier 3 Cities: 3–7 business days

Remote and other serviceable locations: 5–10 business days

These timelines are indicative estimates and may differ for particular products, sellers, locations, customized products, or orders.

The delivery date or estimated delivery window displayed on the product page, checkout page, order confirmation, or order details will be the most relevant estimate applicable to the specific order.

Delivery timelines are not guaranteed unless expressly stated otherwise and may be affected by circumstances beyond the reasonable control of Kultury, the seller, or the applicable logistics partner.

4. Shipping and Delivery Charges

Applicable shipping, handling, or delivery charges, if any, will be displayed to the customer before the order is confirmed.

Shipping charges may vary depending on factors such as product size, weight, quantity, seller location, customer location, delivery method, logistics requirements, and applicable promotional offers.

Free shipping, discounted shipping, promotional delivery offers, or other delivery benefits may be available for selected products, sellers, locations, customers, or orders and may be subject to additional terms and conditions.

Any applicable shipping charge shown during checkout will form part of the total amount payable by the customer for the order.

5. Dispatch of Orders

An order will generally be marked as dispatched after the applicable seller or fulfillment location has prepared and handed over the package to the designated logistics or delivery partner.

Dispatch timelines may vary between products in the same order, especially where products are supplied by different sellers or shipped from different locations.

Where an order contains products from multiple sellers, the products may be shipped separately and may have different dispatch and delivery timelines.

6. Order Tracking

Once an order has been dispatched, customers may receive shipment tracking information through their registered email address, mobile number, SMS, or Kultury account dashboard, where tracking is available.

Tracking information may take some time to become available after the shipment has been handed over to the logistics or delivery partner.

Tracking information is generally provided by the applicable logistics or delivery partner, and the availability and frequency of tracking updates may vary between delivery services.

Customers are advised to use the tracking information provided through their Kultury account or official communication channels to monitor the status of their shipment.

7. Delivery Attempts

The applicable delivery partner may make one or more delivery attempts to complete delivery of the order.

Customers are responsible for being available at the provided delivery address or ensuring that an authorized person is available to receive the shipment.

Delivery may require an OTP, signature, identification, or other form of delivery confirmation depending on the product, order value, delivery partner, or applicable security requirements.

If delivery cannot be completed because of customer unavailability, refusal to accept the shipment, incorrect or incomplete address information, unreachable mobile number, or other customer-related circumstances, additional delivery attempts may be made where feasible.

If delivery remains unsuccessful after the applicable attempts, the shipment may be returned to the seller, warehouse, or designated return location and the order may be cancelled or treated as a failed delivery, subject to the applicable order and refund terms.

8. Cash on Delivery (COD)

Cash on Delivery may be available only for selected products, sellers, order values, PIN codes, customers, and locations.

COD availability and any applicable conditions will be displayed during the ordering or checkout process where the facility is available.

Customers placing COD orders are expected to accept and pay for the order at the time of delivery in accordance with the payment method supported by the applicable delivery partner.

Repeated refusal, non-acceptance, or misuse of COD orders may result in restrictions on COD availability or other appropriate action, subject to applicable law and the Platform's policies.

9. Delayed Deliveries

While Kultury and its sellers make reasonable efforts to facilitate timely delivery, shipments may occasionally be delayed due to circumstances beyond reasonable control.

Examples of circumstances that may cause delays include:

Adverse weather conditions

Natural disasters or other unforeseen events

Public holidays and non-operational days

Government restrictions or regulatory requirements

Transportation or logistics disruptions

High demand or unusually high order volumes

Courier or warehouse operational issues

Incorrect or incomplete shipping information

Where a shipment is delayed, customers may use the available tracking information or contact Kultury customer support for assistance.

10. Damaged, Opened, or Tampered Packages

Customers are advised to inspect the external condition of the package at the time of delivery, wherever reasonably possible.

If a package appears visibly damaged, opened, broken, or tampered with, customers should, where possible, refuse delivery and immediately contact Kultury customer support.

Customers should retain the original packaging, shipping label, invoice, photographs, videos, and other relevant evidence where required for investigation of a damaged or tampered shipment.

Where the product is delivered despite visible external damage, customers should report the issue as soon as reasonably possible in accordance with the applicable Return, Replacement & Refund Policy.

11. Incorrect, Missing, or Incomplete Products

If a customer receives a product that is different from the product ordered, has missing components, or is otherwise inconsistent with the confirmed order, the customer should contact Kultury customer support within the applicable reporting period.

Customers may be required to provide photographs, videos, packaging details, product labels, order information, or other evidence to assist with verification and resolution.

Eligible cases may be resolved through replacement, return, refund, or another appropriate remedy in accordance with the applicable product, seller, and return/refund terms and applicable law.

12. Incorrect or Incomplete Shipping Information

Customers are responsible for providing accurate and complete delivery information, including the recipient's name, mobile number, address, locality, city, state, and PIN code.

Customers should carefully review the shipping information before placing an order and should promptly notify Kultury if they identify an error, subject to whether the order has already been processed or dispatched.

Kultury may not be responsible for delivery failures, delays, additional delivery attempts, or return-to-origin shipments resulting from incorrect, incomplete, outdated, or inaccessible delivery information provided by the customer, subject to applicable law.

13. Non-Deliverable Locations

Certain PIN codes, addresses, locations, or products may not be serviceable due to logistics limitations, seller restrictions, product-specific requirements, regulatory requirements, or other operational limitations.

If an order cannot be delivered to the address provided by the customer, Kultury or the applicable seller may cancel the order or take another appropriate action.

Where an order is cancelled because delivery is not possible, any eligible refund will be processed in accordance with the applicable Refund Policy and payment method.

14. Multiple Products and Multiple Shipments

An order containing multiple products may be shipped in one or more packages depending on product availability, seller location, warehouse location, packaging requirements, and logistics arrangements.

Products supplied by different sellers may be dispatched separately and may have different tracking numbers and estimated delivery dates.

Customers should not assume that all products belonging to the same order will necessarily arrive together.

15. Delivery to the Provided Address

Delivery will generally be attempted at the shipping address provided by the customer during checkout.

Customers should ensure that the address is accessible to the applicable delivery partner and includes sufficient information to locate the recipient.

Where applicable, customers may be contacted by the delivery partner to coordinate delivery or obtain directions for locating the delivery address.

16. Delivery Confirmation

An order may be considered delivered based on confirmation received from the applicable logistics or delivery partner, including delivery scans, OTP verification, signature, photograph, recipient confirmation, or other applicable delivery confirmation methods.

If a customer believes that an order has been incorrectly marked as delivered, the customer should contact Kultury customer support promptly so that the matter can be reviewed with the relevant seller or logistics partner.

17. Seller and Vendor Shipping Responsibilities

Where a product is sold by an independent third-party seller, the seller may be responsible for maintaining inventory, preparing the product, packaging the shipment, and handing the order over to the designated logistics partner, subject to the applicable seller agreement and fulfillment arrangement.

Sellers are expected to dispatch customer orders within the applicable processing timelines and provide accurate product and shipping information to the Platform.

Seller-specific shipping requirements, fulfillment obligations, penalties, settlement conditions, and service standards may be governed separately by the applicable Vendor/Seller Agreement.

18. Customized and Made-to-Order Products

Customized, personalized, made-to-order, handmade, or specially prepared products may require additional time for preparation before dispatch.

The applicable processing and estimated delivery timeline may be longer than the standard delivery timeline and may be communicated on the relevant product page or during checkout.

Customers are advised to carefully review customization details, delivery timelines, and other applicable information before placing an order.

19. Delivery During Sales and Promotional Periods

During major sales, festivals, promotional campaigns, new product launches, or periods of unusually high order volumes, order processing and delivery may take longer than normal.

Any special delivery timeline communicated during a promotional campaign will be subject to product availability, serviceability, seller fulfillment, and logistics conditions.

20. Lost or Misrouted Shipments

If a shipment appears to be lost, misrouted, or significantly delayed, Kultury may coordinate with the relevant seller and logistics partner to investigate the shipment status.

Customers may be required to provide relevant order or delivery information to assist with the investigation.

Where a shipment is confirmed as lost or otherwise cannot be delivered, an eligible refund, replacement, or other appropriate resolution may be provided in accordance with the applicable product and refund terms and applicable law.

21. Address Changes After Order Placement

Customers should verify their delivery address before confirming an order. Requests to change the shipping address after placing an order may be accepted only where the order has not yet been processed or dispatched and where the change is operationally possible.

Once an order has been dispatched, the shipping address may generally not be changed through the Platform.

22. Shipping Restrictions

Certain products may be subject to shipping restrictions because of their nature, size, weight, handling requirements, applicable laws, regulations, or logistics limitations.

Kultury or the applicable seller may restrict or decline delivery of a product to certain locations where delivery cannot reasonably or lawfully be facilitated.

23. Failed Delivery and Return to Origin

A shipment may be returned to the seller, warehouse, or designated fulfillment location where delivery cannot be completed after applicable delivery attempts or due to other valid delivery-related circumstances.

Reasons may include customer refusal, repeated unavailability, incorrect address, incomplete address, unreachable recipient, non-serviceable location, or other delivery-related circumstances.

Any cancellation or refund arising from a failed delivery will be handled in accordance with the applicable order, cancellation, return, and refund terms.

24. Customer Responsibilities

Customers are responsible for providing accurate delivery information and ensuring that the recipient or an authorized person is reasonably available to receive the order.

Customers should retain order confirmations, invoices, tracking details, and other relevant information until the order has been successfully delivered and any applicable return or replacement period has expired.

Customers should report delivery-related issues within the applicable timelines specified under the relevant Return, Replacement & Refund Policy.

25. Shipping and Returns

Shipping and delivery of an order are separate from the return or replacement process. Customers should refer to the applicable Return, Replacement & Refund Policy for information regarding return eligibility, replacement, refund processing, and related requirements.

Return pickup, where applicable, may be arranged through the relevant logistics partner and may be subject to product eligibility, location, seller requirements, and serviceability.

26. Force Majeure and Unforeseen Circumstances

Kultury, sellers, and logistics partners may experience delays or interruptions due to events beyond reasonable control, including natural disasters, severe weather, government actions, strikes, transportation disruptions, public emergencies, network failures, or other unforeseen circumstances.

In such circumstances, reasonable efforts may be made to resume or facilitate delivery as soon as practicable.

27. Changes to This Policy

Kultury Private Limited may update, modify, or revise this Shipping & Delivery Policy from time to time to reflect changes in business operations, logistics arrangements, applicable laws, technology, or Platform practices.

Any updated version of this Policy will be published on the Platform and will apply in accordance with applicable law.

28. Contact Us

For shipping, delivery, tracking, delayed shipment, or order-related assistance, customers may contact the Kultury customer support team using the following official contact details:

Email: support@kultury.com

Phone: +91 8920792489

When contacting customer support regarding a shipment, customers are advised to provide their Order ID, registered email address or mobile number, and relevant delivery or tracking information so that the request can be reviewed efficiently.