DOMESTIC SHIPPING — INDIA

What is the estimated delivery time within India?

All orders are shipped within 2–4 business days (excluding Sundays and public holidays). For metropolitan areas serviced by reliable couriers, delivery typically occurs within 3 to 5 business days after dispatch. In other regions, delivery may take 5–7 business days depending on location.

Please note that all ordered products might not be dispatched simultaneously. Delivery dates shown during the order process — on the product page, cart, checkout, order confirmation page, and in the confirmation email — are estimates.

Once your order has been shipped, you will receive a tracking link via WhatsApp and your registered email. Our delivery partners aim to deliver your package as soon as possible. If they are unable to access the provided address or reach you at a suitable time, they will contact you to resolve the issue.

Force Majeure: We are not liable for delays or failures in delivery caused by circumstances beyond our reasonable control,including but not limited to natural disasters, severe weather, war, pandemics, strikes, or government restrictions.

What happens if I am not available to receive the order?

We collaborate with third-party courier companies to deliver your order. Typically, three delivery attempts are made. If you are unavailable during any attempt, you will receive a WhatsApp message from our shipping team, allowing you to reschedule the delivery. The delivery agent may also call you to confirm a suitable time.

After three attempts, your order will be returned to our warehouse. Orders returned due to the customer's unavailability can be reshipped for an additional charge of INR 100.

If your order is marked as delivered but has not been received, please contact us within 48 hours of the delivery notification.This time frame is crucial because the window to escalate disputes with our shipping partner closes thereafter.

Can I cancel or amend my order?

We start processing your order quickly, which means we cannot make any changes once it is confirmed. This includes changing the delivery address or delivery option.

Email us at connect@farzana.com with your order number and updated information to understand the next steps.

INTERNATIONAL SHIPPING

Do you ship internationally?

Yes, we ship to select countries across the globe. See the full list below.

⚠ We are actively expanding to more countries. If your country is not listed, email us at connect@farzana.com and we will try our best to accommodate you.

What is the estimated delivery time for international orders?

International orders are dispatched within 3-5 business days of being placed. Once dispatched, delivery typically takes 8–25 business days depending on your location and local customs clearance timelines.

Please note that delays due to customs holds or local postal conditions are outside our control. We will always keep you informed via your tracking link.

What are the shipping charges for international orders?

Shipping rates are calculated at checkout based on the total weight of your order and your shipping destination. Charges typically range between INR 1,100 and INR 10,000. The exact rate will be displayed before you confirm payment - there are no hidden charges added after checkout.

Who is responsible for customs duties and import taxes?

Farzana ships all international orders on a DDU (Delivered Duty Unpaid) basis. This means any import duties, customs fees, VAT, or local taxes applicable at your destination are not included in our product price or shipping fee, and are the sole responsibility of the customer.

• These charges are levied by your local customs authority and are entirely outside our control.

• You will be contacted by the carrier or customs office to pay these charges before delivery is released.

• If you are unable to clear customs fees and the package is returned or destroyed by customs, we will not be able to issue a refund for the order.

⚠ We recommend checking your country's import regulations for cosmetics and personal care products before placing an international order.

What payment methods are accepted for international orders?

We accept all major international credit and debit cards (Visa, Mastercard, American Express), as well as Google Pay and Shop Pay. All transactions are processed in INR. Any currency conversion fees are charged by your bank and are not controlled by us.

Please note: Cash on Delivery (COD) is not available for international orders.

Can I return or exchange an international order?

We do not accept returns or exchanges on international orders at this time. However, if you receive a damaged or incorrect product, please contact us within 24 hours of delivery at connect@farzana.com with:

• Your order number

• A clear unboxing video

• Photographs showing the damage or incorrect item

We will review each case individually and work toward a fair resolution.

How do I track my international order?

All international orders are tracked end-to-end. You will receive a tracking link via email once your order is dispatched. If your order has not arrived within 25 business days of the dispatch notification, please reach out to us at connect@farzana.com and we will investigate promptly.

Can I cancel or amend my international order?

As with domestic orders, we begin processing your order as soon as it is confirmed and are unable to make changes thereafter. Please double-check your shipping address, contact details, and order contents carefully before completing checkout.

For all shipping queries, email connect@farzana.com or reach us on WhatsApp. Working hours: 1 PM – 8 PM IST, Mon–Fri