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Shipping policy

Shipping Overview

At Sanctuary Living, we take great care in packing and shipping every order so it reaches you safely and beautifully. Our products are thoughtfully made in small batches, and we prioritize quality over speed.

We currently ship across India and to select international destinations.


Dispatch Timelines

  • Domestic orders (India):
    Orders are dispatched within 10–14 business days from the date of purchase.

  • International orders:
    Dispatch timelines remain the same unless otherwise communicated.

If you need your order by a specific date, we recommend reaching out to us before placing your order to check availability.

Contact us via:


Delivery Timelines (After Dispatch)

Once dispatched, estimated delivery timelines are:
Metro cities: 3–4 business days
Non-metro locations: 5–7 business days

Delivery timelines may vary due to courier delays, weather conditions, or public holidays.

Courier Partners

Within India: Shiprocket - registered courier partners
International: DHL Express

Shipping Charges

India:

  • Free shipping on orders above ₹4000.
  • Standard shipping charges ₹200 apply for orders below this value.

We ship domestic orders through Delhivery. Once dispatched, tracking details will be shared with you. Customers are requested to remain available to receive their shipment and coordinate with the delivery partner for any delivery-related updates.

International:
Shipping charges are calculated based on destination, weight, and volume, as levied by DHL Express.

Once an international order has been dispatched from our warehouse, customers are requested to remain available to receive the shipment and stay in touch with the delivery partner for any delivery updates or requirements. As we are unable to intervene in the delivery process after dispatch, Sanctuary Living cannot be held responsible for failed delivery attempts, non-acceptance of shipments, or delivery issues arising due to customer unavailability.

Please note that international orders outside the European Union (EU) are not eligible for Return-to-Origin (RTO), returns, exchanges, or refunds. Customers shipping to European Union (EU) countries should refer to the European Union (EU) Customer Policy outlined below.

 

Duties & Taxes (International Orders)

Duties and taxes for international orders are not included in your order value or shipping charges.

These charges, if applicable, are levied by the destination country and must be paid directly to the shipping agency at the time of delivery. Sanctuary Living has no control over these charges.

Indian GST

All prices listed on our website are inclusive of Indian GST.

Order Tracking

Once your order is shipped, you will receive tracking details via email and WhatsApp. You can also track your order using the chat support widget on our website.

If your order is marked “Delivered” but you haven’t received it, please inform us within 72 hours so we can assist.

Delivery Attempts & Non-Availability

Our delivery partners typically attempt delivery up to three times before returning the shipment.

Please ensure:

  • Accurate address details
  • Correct PIN code
  • A reachable phone number

For international orders, if the recipient is unavailable, the courier may hold the shipment for a limited period. After this, the shipment may return to India.

  • If a shipment is returned due to customer-related reasons, including customer unavailability, failure to complete customs requirements, refusal to accept delivery, or failure to respond to courier or customs communications, any applicable re-shipping costs, duties, taxes, storage charges, or carrier charges must be borne by the customer.

We strongly recommend informing us in advance if you will be unavailable during the delivery window.

 

European Union (EU) Customers

For customers whose delivery address is within the European Union (EU), the following additional terms apply:

  • You may request a return within 14 calendar days of receiving your order (or the last item in your order, if delivered separately), provided the product is unused, in its original condition, and meets our return eligibility criteria.
  • Orders can be cancelled until they are dispatched from our warehouse.
  • Customers are responsible for promptly responding to courier and customs communications, providing any required documents, and paying any applicable import duties or taxes.
  • If a shipment is returned because the customer does not respond to the courier, refuses delivery, does not complete customs clearance, or provides incorrect delivery information, any return shipping, customs, storage, or carrier charges will be deducted before issuing Store Credit, where applicable.

  • Orders cancelled before dispatch will be refunded to the original payment method in accordance with Sanctuary Living's Cancellation and Refund Policy. Once an order has been dispatched, we do not offer cash refunds. Any eligible refunds after dispatch will be issued as Store Credit, valid for 3 months.

  • Where applicable, any Return-to-Origin (RTO), return shipping, customs, storage, or carrier charges may be deducted from the eligible Store Credit issued to the customer.

  • Once your order has been dispatched from our warehouse, we will be happy to coordinate with the courier wherever possible. However, we cannot control customs procedures, delivery timelines, or decisions made by the courier or customs authorities after dispatch.

IMPORTANT NOTES

Our products are crafted using natural fabrics. Variations in texture, weave, and colour are part of their character and reflect the handmade and small-batch nature of our process.

Slight colour differences may occur due to screen settings, lighting, and photography. While we do our best to represent products accurately, exact colour matching across devices cannot be guaranteed.

If you need assistance with an order or have questions regarding cancellations before dispatch, our team is always happy to help.
You can reach us via chat support on our website, WhatsApp at +91 9625286896, or email at hello@sanctuaryliving.in.