Shipping policy
SHIPPING PROCESS:
All our products from the catalogue are sent via FedEx courier in reinforced packaging (we use 7-ply corrugated cardboard - way higher than the industry standard). Usually depending on where you are located, it would take between 3-10 days to reach you after dispatch from our factory.
If you are in Bangalore, depending on the day, we might also send out your furniture via our fleet of friendly delivery folk. We'll be sure to call and notify you a day prior to the delivery.
SHIPMENT OF CUSTOMIZED PRODUCTS:
Except for our All India Delivery Collection (which we ship pan India), delivery of all website products is limited to Bangalore at the moment. We are working on making sure we can reach more destinations and spread our awesome furniture throughout India and overseas. Do reach out to us at cs@custhum.com or +91-9845445589 and we might be able to arrange something even if you are outside Bangalore.
SHIPPING FEES:
Our shipping is completely free. We've negotiated fantastic deals with our logistics partners to make sure that we can send your furniture out in the best, most secure and professional way.
Our customized (or CustHum-ized, as we like to call it) products sometimes entail a special delivery fee. You'll clearly see delivery fees mentioned in our invoices raised for CustHum-ized furniture. We add this usually when the furniture is bulky and we need a couple of extra hands to lift the furniture over stairways and passages.
DELIVERY TIME FRAME:
We dispatch/ship within two weeks (10-15 working days) usually. We work Monday-Saturday. Sundays are usually reserved for our RnD process, team bonding activities and innovation.
ORDER TRACKING:
Easy, just call us or drop us an email (cs@custhum.com) or send us a message (+91 98454 45589). If you've created an account on our site, you can also track your order through your account. Oh yes, we also send periodic messages (SMS) on the status of you order.
ORDER CANCELLATION:
Make haste then, we take cancellation requests up to 24 hours from the time of order confirmation. Our products are handmade and our craftsmen (and us) make our living through your orders. If we've already begun to craft the furniture and if you want to cancel that would mean a loss (and a disappointment) for us. Still, if there's an absolute reason for your cancellation, we'll give a patient ear and strive to resolve the issue. Remember, we are just a phone/message/email away.
OTHER INFORMATION:
Domestic shipping:
Orders cannot be shipped to PO boxes or military addresses. Rural domestic addresses require one or more additional days to deliver.
The customer’s state may charge an OCTORI Duty on the top of the price of the item. These charges are beyond our control and can’t be reimbursed.
Domestic customers are responsible for any OCTORI Duty charged by your state government. We are unable to predict the shipments on which these fees will be applied or the amount of such fees. In cases of refusal, either the cost of the goods or return service costs will be assessed.
International shipping:
We do not ship internationally just yet, but we are getting there soon… Amen!
Gift certificates:
Gift Certificate will not be cancelled. Customers may demand for extension of expiry date within 3 days of purchase.
CANCELLATION OF ORDER BY CUSTHUM:
CustHum reserves the right to refuse or cancel any order placed for a product that is listed at an incorrect price or for any other reason (unfortunately, to err is human). This shall be regardless of whether the order has been confirmed and/or payment been received. 100% payment shall be refunded and the User shall be informed of the same.
We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that:
- the item may be damaged during transit;
- or there might be a manufacturing defect;
- or that a wrong item is delivered to you.
In only such cases as given above, we will replace the item at no extra cost, provided that the request for replacement/return of item is made within the stipulated time frame as given below. No returns or replacements will be allowed after the order is processed, except for the reasons given above.
To get a replacement, email us your Order Number and the reason for returning. Only after receiving our confirmation for the return, you are requested to send the item back to us. We will then arrange for the replacement of the item through our logistics partner. We shall not be responsible for any items sent to us for return/replacement without our confirmation.
ITEMS DAMAGED IN SHIPPING:
CustHum is not responsible for items lost or damaged in shipping. However, all packages are insured; if your item is lost or damaged, please hold onto the item, with the original packaging, and call us immediately at +91-9845445589 or mail us at cs@CustHum.com. We will contact Courier Company on your behalf and file an insurance claim. Once courier company has approved and paid the claim to us, we will forward the applicable amount to you (note: original insurance cost is not refundable).