Shipping policy

This Shipping Policy explains how orders placed on nayansukhexclusive.com are processed, dispatched and delivered. It should be read together with our Return, Exchange and Refund Policy and Terms of Service.

1. Shipping within India

We offer free standard shipping across India to serviceable PIN codes.

For most in-stock, non-customised orders, the estimated delivery time is 2–10 working days from order confirmation, depending on the product, delivery location, courier serviceability and any order-verification requirements. Some orders may arrive sooner, while remote or difficult-to-service locations may take longer.

Delivery dates shown on the website, at checkout, in an order confirmation or in tracking updates are estimates and not guaranteed appointments. We will, however, make reasonable efforts to dispatch and deliver orders within the stated timeline.

For this Policy, “working days” or “business days” exclude Sundays and public holidays applicable at the dispatch or delivery location.

2. Usual dispatch timelines

After payment, stock and order details have been verified, our usual dispatch timelines are:

• Sunglasses and frames: Usually dispatched within 2–3 business days.

• Contact lenses: Most orders are dispatched within 3–4 business days.

• Specialised, custom, prescription or made-to-order products: The timeline will depend on availability, prescription confirmation and production requirements. We may communicate a separate estimated timeline before processing or dispatch.

• Digital gift cards: Normally sent by email on the day of purchase.

These are estimated processing times and form part of the overall delivery estimate where applicable. An order containing multiple items may be held until all items are ready and shipped together. We may also split an order into separate shipments where this helps avoid unnecessary delay, at no additional standard-shipping charge to the customer.

3. Express shipping

Express shipping may be available for selected in-stock, non-customised products and serviceable PIN codes at an additional charge of ₹450. The usual estimated delivery time is 3–5 business days from order confirmation.

Express shipping is subject to payment verification, product availability and courier serviceability. It is not a guaranteed same-day dispatch or fixed-date delivery service unless we expressly confirm this in writing.

If we accept an express-shipping charge but cannot provide the express service, we will refund that charge.

Where the order was dispatched through the promised express service but delivery was delayed solely due to weather, transport disruption, regulatory restrictions, an incorrect address, the recipient’s unavailability or another event beyond our reasonable control, the express-shipping charge will ordinarily not be refundable, except where applicable law requires otherwise.

4. Order confirmation and verification

Processing begins only after we have received successful payment or confirmed an eligible Cash on Delivery order and all information required to fulfil the order.

We may contact you to verify your phone number, delivery address, prescription, product selection or payment. A delay in receiving the required information may extend the dispatch and delivery timeline.

If an item becomes unavailable or we cannot fulfil a prepaid order, we will issue a monetary refund to the original payment method unless you voluntarily choose an available replacement or store credit instead.

Cash on Delivery may be available for selected orders and locations. Such orders may require phone or message verification before dispatch.

We may request advance payment where an order cannot be verified or where the same customer has repeatedly refused or failed to receive previous Cash on Delivery orders, to the extent permitted by law.

5. Shipping address and contact details

Please provide a complete and accurate shipping address, PIN or postal code, mobile number and email address at checkout. The customer is responsible for checking these details before submitting the order.

To request an address correction, contact us as soon as possible. We cannot guarantee a change once an order has entered customised processing or has been dispatched. Courier partners may also refuse an address change after dispatch.

If delivery fails because the address or contact details supplied by the customer were incomplete or incorrect, the recipient repeatedly remained unavailable, or the parcel was refused without a valid product-related reason, the order may be returned to us.

In such cases:

• re-shipment may require advance payment of the actual additional shipping charge; and

• any permissible store credit or refund may be reduced by reasonable, non-recoverable forward and return shipping costs, subject to applicable law.

No such charge will be imposed where the delivery failure was caused by our error, the courier’s verified error, or a defective, damaged, incorrect or non-conforming product.

6. Tracking your order

Once an order is dispatched, tracking details are normally sent by email, SMS or WhatsApp to the details provided at checkout.

Tracking may take up to 24–48 hours to show the first movement after the shipping label is created.

Customers should monitor tracking updates and respond promptly to any delivery call or message. If tracking does not update for an unusual period, contact us and we will assist in raising an inquiry with the courier.

7. Delivery attempts and proof of delivery

The courier may make one or more delivery attempts according to its operating policy. A parcel may be delivered to the customer or to an adult, security desk, reception or other person apparently authorised to receive deliveries at the stated address.

Where a shipment is marked “delivered” but has not been received, please:

1. Check with household members, neighbours, building security or reception.

2. Notify us within 48 hours of the delivery scan with the order number and relevant details.

We will request proof of delivery and investigate the matter with the courier.

A courier delivery scan will be considered evidence of delivery but will not automatically prevent us from reviewing a genuine non-delivery complaint. Claims will be assessed using available tracking records, proof of delivery, customer information and the courier investigation, subject to applicable law.

8. Responsibility for the parcel

Responsibility for the parcel remains with Nayan Sukh Exclusive until recorded delivery to you or a person apparently authorised to receive it at the supplied address, subject to applicable law.

Handing the parcel to a courier does not, by itself, transfer all risk to the customer.

Once delivery has been validly completed, the customer becomes responsible for the product, except for any damaged, defective, incorrect, non-conforming or latent-defect claim available under this Policy, our Return, Exchange and Refund Policy or applicable law.

9. Delays beyond our control

Delivery may be affected by:

• severe weather or natural disasters;

• public holidays or strikes;

• transport, airport or network disruption;

• customs delays;

• government restrictions;

• public emergencies or civil disturbance;

• courier capacity constraints;

• remote-area serviceability; or

• other events beyond our reasonable control.

We will not be liable for delay caused solely by such events to the extent permitted by law. However, we will make reasonable efforts to keep the customer informed and assist with tracking or an alternative resolution.

If an order is confirmed lost in transit or cannot be delivered within a reasonable additional period, we will offer an appropriate replacement or, where required under our policy or applicable law, a monetary refund to the original payment method.

10. Damaged packaging, damaged products or incorrect items

Please inspect the parcel at delivery. If the outer package appears seriously damaged, opened or tampered with, you may refuse delivery and should promptly inform us.

If you accept the parcel and find that the product is damaged, defective, incorrect or materially different from what was ordered, contact us within 72 hours of delivery at:

• Email: support@nayansukhexclusive.com

• Phone/WhatsApp: +91 80000 04137

Please provide the order number and clear photographs of the parcel, shipping label, packaging and product.

An unboxing video is helpful where available, but it is not the only acceptable evidence and is not mandatory where the issue can otherwise be reasonably verified.

After verification, we will arrange the remedy available under our Return, Exchange and Refund Policy and applicable law.

The 72-hour reporting request helps us investigate transit issues quickly. It does not limit rights relating to a latent defect or any non-waivable statutory right.

11. Lost parcels

A parcel is not treated as lost merely because tracking is delayed. We will first open an investigation with the courier, which may require the customer’s cooperation or confirmation of non-receipt.

If the courier confirms that the parcel is lost, or if it remains untraceable after a reasonable investigation, we will arrange a replacement, subject to availability and the customer’s consent.

If replacement is not reasonably possible, we will provide the remedy required under our Return, Exchange and Refund Policy and applicable law, including a monetary refund to the original payment method where applicable.

12. Store pickup

Store pickup may be available by prior confirmation.

Please contact us promptly after placing the order if you want to request store pickup. Pickup is not confirmed until our team approves the request and informs you that the order is ready.

Once a parcel has been dispatched, conversion to store pickup may not be possible.

The customer or authorised recipient may be required to provide the order confirmation, registered mobile number and reasonable identity verification before the order is handed over.

13. International shipping

We ship to selected international destinations displayed at checkout.

International shipping is generally charged at a flat rate of ₹5,500 per order, unless a different charge is clearly displayed and accepted at checkout.

International orders are generally sent through DHL Express or another suitable international courier where DHL is unavailable. The usual product-processing timelines stated above apply.

After dispatch, international delivery is generally estimated at 5–7 business days, excluding customs-clearance time.

International customers are responsible for:

• providing a complete address, local telephone number, email address and any identification or documents required for customs clearance;

• checking whether the ordered product can lawfully be imported into the destination country; and

• paying any import duty, VAT/GST, customs tax, brokerage, storage, clearance or local handling charge imposed by the destination country or courier.

These charges are not collected by or payable to Nayan Sukh Exclusive unless expressly shown at checkout. We cannot control or predict customs charges or clearance time.

If an international parcel is refused, remains unclaimed, or is returned because the recipient did not pay customs charges or provide required information, any resolution will be considered only after the parcel is returned to and inspected by us.

Reasonable, actual and non-recoverable outward shipping, return shipping, customs, storage or handling costs may be deducted from any amount otherwise recoverable, subject to applicable law.

If customs authorities abandon or destroy the parcel, a refund or credit may not be possible to the extent that no value is recovered.

International orders are not eligible for a standard exchange for fit, colour or design. This exclusion does not apply to a verified damaged, defective, incorrect or non-conforming item or to any mandatory right available under the law of the customer’s destination.

14. Shipping for an approved exchange

Eligible domestic exchange requests made under our Return, Exchange and Refund Policy include free exchange shipping, consisting of one reverse pickup and one replacement shipment within India, subject to courier serviceability.

Free exchange shipping does not apply to:

• a second exchange of the same product;

• sale, discounted, promotional or clearance products;

• products priced at ₹600 or below;

• customised prescription-lens or made-to-order products;

• international orders; or

• additional delivery costs caused by an incorrect address, repeated recipient unavailability or refusal without a valid product-related reason.

These exclusions do not affect remedies for a verified damaged, defective, incorrect or non-conforming product or any mandatory right under applicable law.

15. Refunds and store credit relating to shipping

A monetary refund to the original payment method may be provided where:

• we cancel or cannot fulfil a prepaid order;

• a duplicate or excess payment was collected;

• the order is confirmed lost or undeliverable after a reasonable investigation;

• we charged for express shipping but could not provide the accepted express service;

• a verified damaged, defective, incorrect or non-conforming product cannot reasonably be repaired or replaced; or

• applicable law requires a monetary refund.

Approved monetary refunds will be initiated to the original payment method within 10–15 business days after approval. The bank, card issuer or payment provider may require additional time to display the amount.

For an eligible customer-requested cancellation or another approved non-defect situation, we may issue a non-expiring store credit, credit note or equivalent coupon based on the eligible amount actually paid, in accordance with our Return, Exchange and Refund Policy.

16. Changes to this Policy

We may update this Shipping Policy from time to time for operational, courier, commercial, legal or regulatory reasons.

The revised Policy will apply to orders placed after the updated version is posted. The policy and shipping terms shown or accepted when an order was placed will ordinarily govern that order, unless a later change is required by law or is more favourable to the customer.

17. Contact us

For shipping assistance, please contact:

Nayan Sukh Care, trading as Nayan Sukh Exclusive
Website: https://nayansukhexclusive.com
Email: support@nayansukhexclusive.com
Phone/WhatsApp: +91 80000 04137
Address: 84 Hazaribagh Road, Tharpakhna, Ranchi, Jharkhand 834001, India

Nothing in this Shipping Policy excludes or limits any right or remedy that cannot lawfully be excluded under applicable consumer-protection law.