Shipping & Delivery Policy

1. Overview

MakeupWallah operates as a dual-platform marketplace offering both beauty services and beauty products. This Shipping & Delivery Policy applies specifically to physical products purchased through our Shop section.

Important Distinction:

• Beauty Services: Artists/Vendors travel to your location or provide services at their studio. No shipping applies to service bookings.
• Beauty Products: Physical products purchased from our Shop are shipped to your delivery address as per this policy.

2. Shipping Coverage

2.1 Domestic Shipping (India)

We currently ship to all serviceable locations across India through our trusted logistics partners. Shipping availability is determined by our courier partners' serviceability in your area.

2.2 International Shipping

International shipping is currently not available. We are working to expand our services globally. Please check back for updates or contact us at support@makeupwallah.com for inquiries.

2.3 Non-Serviceable Areas

If your location is not serviceable, you will be notified during checkout before payment. We continuously work with our logistics partners to expand our delivery network.

3. Shipping Charges

• Orders above ₹999: FREE shipping across India
• Orders below ₹999: Shipping charges vary based on product weight, dimensions, and delivery location (typically ₹40-₹99)
• Express/Priority Shipping: Available at additional cost (if selected during checkout)
• Remote Areas: Additional charges may apply for remote or hard-to-reach locations

All shipping charges are calculated and displayed at checkout before payment confirmation.

4. Delivery Timeline

4.1 Processing Time

• Standard Orders: 1-2 business days for order processing and dispatch
• Custom/Personalized Products: 3-5 business days for processing
• Pre-order Items: As specified on the product page

4.2 Delivery Time

After dispatch, estimated delivery times are:

• Metro Cities: 2-4 business days
• Tier 2 Cities: 3-6 business days
• Tier 3 Cities & Rural Areas: 5-10 business days
• Remote Locations: 7-14 business days

5. Order Tracking

Once your order is dispatched, you will receive:

• Dispatch Notification: Email and SMS with tracking details
• Tracking Number: Unique tracking ID to monitor your shipment
• Real-time Updates: Track your order status through our website/app or courier partner's website
• Delivery Alerts: SMS/Email notifications when your order is out for delivery

You can track your order anytime by logging into your MakeupWallah account and visiting the "My Orders" section.

6. Delivery Process

6.1 Address Verification

Please ensure your delivery address is complete and accurate. Include:

• Complete street address with house/flat number
• Landmark for easy identification
• Correct PIN code
• Active contact number

Note: Orders cannot be redirected to a different address after dispatch. Address changes must be made before order processing.

6.2 Delivery Attempts

• Our courier partners will make up to 3 delivery attempts
• You will be contacted via phone/SMS before each delivery attempt
• If delivery fails after 3 attempts, the order will be returned to our warehouse
• Return shipping charges may apply for re-delivery of failed deliveries

6.3 Receiving Your Order

• Identity Verification: Valid ID may be required for high-value orders
• Package Inspection: You have the right to inspect the package before accepting delivery
• Damaged Packaging: If the package appears damaged, please refuse delivery and contact us immediately
• Signature Required: A signature or OTP may be required to confirm delivery

7. Special Product Categories

7.1 Fragile Items

Products like glass bottles, mirrors, and delicate items are packed with extra care using bubble wrap and protective materials. Please inspect immediately upon delivery.

7.2 Temperature-Sensitive Products

Certain beauty products (creams, serums, etc.) may be temperature-sensitive. We use appropriate packaging, but please store them properly upon receipt.

7.3 Liquid Products

Liquid products are securely sealed and packed to prevent leakage. If you notice any leakage upon delivery, please report it immediately with photographic evidence.

8. Damaged or Lost Shipments

8.1 Damaged Products

If you receive a damaged product:

1. Do not accept delivery if the package is visibly damaged, or accept it with a note to the delivery person
2. Report immediately: Contact us within 24 hours at support@makeupwallah.com
3. Provide evidence: Share clear photos of the damaged product and packaging
4. Resolution: We will arrange for a replacement or full refund as per our Refund Policy

8.2 Lost Shipments

If your order shows "Delivered" but you haven't received it:

1. Check with family members, neighbors, or building security
2. Verify the delivery address in your order details
3. Contact us within 48 hours of the delivery date
4. We will investigate with our courier partner and provide a resolution within 7 business days

9. Undelivered Orders

Orders may remain undelivered due to:

• Incorrect or incomplete address
• Customer unavailability after multiple delivery attempts
• Refusal to accept delivery
• Non-serviceable location discovered post-order

Return to Origin (RTO): Undelivered orders will be returned to our warehouse. You may request re-delivery (shipping charges apply) or a refund as per our Refund Policy.

10. Cash on Delivery (COD)

Cash on Delivery is available for select products and locations, subject to:

• Order Value Limit: COD available for orders up to ₹10,000
• COD Charges: Additional ₹50 COD handling fee may apply
• Payment: Exact amount should be ready; delivery partners may not carry change
• Verification: Valid ID may be required for COD orders

11. Bulk Orders

For bulk orders (typically 10+ units of the same product):

• Processing time may be extended to 3-7 business days
• Special shipping arrangements may be made
• Bulk discounts and free shipping may be available
• Contact our sales team at sales@makeupwallah.com for bulk order inquiries

12. Gift Wrapping & Messages

We offer complimentary gift wrapping services for select products:

• Select "Gift Wrap" option during checkout
• Add a personalized message (up to 100 characters)
• Invoice/price details will not be included in gift packages
• Gift wrapping may add 1 business day to processing time

13. Force Majeure

Delivery timelines may be affected by events beyond our control, including but not limited to:

• Natural disasters (floods, earthquakes, cyclones)
• Pandemics or health emergencies
• Political unrest or strikes
• Government restrictions or lockdowns
• Extreme weather conditions

In such cases, we will notify affected customers and work to minimize delays. We appreciate your patience and understanding during such circumstances.

14. Customer Responsibilities

To ensure smooth delivery, customers are responsible for:

• Providing accurate and complete delivery information
• Being available to receive the delivery or arranging for someone to receive on their behalf
• Responding to delivery partner's calls/messages
• Inspecting the package upon delivery
• Reporting any issues within the specified timeframe

15. Changes to This Policy

MakeupWallah reserves the right to modify this Shipping & Delivery Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our platform after changes are posted constitutes acceptance of the modified policy.

16. Contact Us

For shipping-related queries, order tracking assistance, or to report delivery issues, please contact us at:
Email: support@makeupwallah.com
Phone: Available in your order confirmation email
Customer Service Hours: Monday - Saturday, 9:00 AM - 7:00 PM IST

We are committed to ensuring your products reach you safely and on time. Our customer service team is here to assist you with any shipping concerns.