Shipping Information

1. Order Processing Times

• Standard Products: Orders for in-stock, non-customized items are processed and dispatched within 1 business day (excluding weekends and public holidays).
• Customized Items: Products requiring custom colouring, texture matching, or other personalization (e.g., wigs, toppers, custom volumizers) may take 3–4 weeks for processing. Customers will be notified of the estimated timeline at checkout and via email confirmation.

Note: Orders once placed cannot be modified or cancelled after 1 hour of submission due to automated processing.

2. Domestic Shipping (India)

• Shipping Charges: Free standard shipping is available across India on orders above ₹3,000.
• Delivery Timeline: Estimated delivery is 5–7 business days after dispatch. Remote or non-serviceable areas may require additional time.
• Courier Partners: We ship via trusted Indian carriers such as DTDC, Delhivery, XpressBees, and Blue Dart.
• Signature & Receipt: We recommend someone be available at the delivery address to receive and sign for the order.

3. International Shipping

• Logistics Partners: We use DHL, FedEx, and other reliable global couriers to fulfill international orders.
• Delivery Timeline: Typically 7–15 business days depending on destination, customs clearance, and local regulations.
• Duties & Taxes: International customers are solely responsible for any applicable customs duties, taxes, or import fees. These are not included in our product or shipping prices.
• Customs Regulations: Sanviau is not responsible for orders refused, delayed, or confiscated by customs authorities in the destination country. We advise customers to consult local import laws before ordering.
• Returns/Exchanges: All international orders are final sale and not eligible for return or exchange, unless the item is received in a defective or damaged condition (see Returns Policy).

4. Delivery Delays & Force Majeure

While we strive to deliver within estimated timelines, the following may cause delays:

• Peak sale periods or high-volume festive seasons
• Natural disasters, public emergencies, or political unrest
• Incorrect or incomplete delivery addresses or PIN codes

During such events, processing may take up to 7–10 business days, and delivery may extend to 20 business days. We appreciate your patience and will keep you informed via email/SMS.

5. Order Tracking & Notifications

• Upon dispatch, customers will receive an email and/or SMS with a tracking number and live link.
• Customers are responsible for tracking their shipments. For any delivery issues, our support team can assist via support@sanviau.com.

6. Failed Deliveries & Re-shipment

• If a delivery fails due to an incorrect, incomplete, or unserviceable address, and the order is returned to us, we will contact the customer.
• Re-shipping Charges: The cost of reshipping will be borne by the customer. For domestic orders, a flat ₹200 reshipping fee applies.
• If the customer opts not to reship, store credit (minus original shipping costs and ₹200 fee) will be issued.

7. Lost or Stolen Shipments

• Sanviau is not liable for any packages marked as delivered by the carrier but claimed as not received. Customers must file a claim with the courier directly.
• If a shipment is lost in transit before delivery confirmation, please contact us within 5 business days of expected delivery. We will investigate with the courier and initiate a replacement or refund as appropriate.

8. Grievance Redressal

For escalations or unresolved delivery issues, you may reach our grievance officer at:

• Email: support@sanviau.com
• Phone: +91 8121240404
• Response Time: Within 2 business days

9. Acknowledgement

By placing an order with Sanviau, you agree to abide by the terms stated above. This policy may be updated without prior notice; the latest version will always be available on our website.