Shipping policy

Our Promise to You

Welcome to oh,so u! We are committed to providing you with a shopping experience that is private, secure, and delightful. Our policies are designed to be transparent and fair, ensuring you have complete peace of mind. As we deal with premium intimate apparel, our procedures incorporate heightened hygiene, privacy, and quality standards.

This document outlines our Shipping & Delivery Policy (Part I) and our Return, Exchange & Refund Policy (Part II). It is aligned with India's Consumer Protection (E-Commerce) Rules, 2020, and other relevant laws to protect your rights and build your confidence in us.

By placing an order on our platform, you agree to the terms outlined below.

 

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Policy at a Glance (Quick Guide)

 

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Shipping & Delivery Policy

1. Order Processing & Dispatch

• Order Confirmation: You will receive an instant confirmation via SMS and email once your order is successfully placed.

• Processing Time: We typically process and pack orders within 24-48 business hours. During peak seasons or sales events, this may extend to 72 hours.

• Dispatch Notification: Once your order is dispatched, you will receive an email and SMS with the tracking ID and a link to track your package in real-time.

2. Estimated Delivery Times

Disclaimer: These are estimated timelines. Delays due to holidays, natural disasters, or other unforeseen circumstances are beyond our control.

3. Discreet & Secure Packaging

Your privacy is paramount.

• Outer Packaging: All orders are shipped in plain, unbranded cardboard boxes or opaque polybags.

• Invoice: The external shipping label and internal invoice use generic codes for product names, ensuring confidentiality.

• Security: We use tamper-evident tape on all packages. If you receive a package that appears torn, opened, or tampered with, please refuse the delivery and contact our Customer Care immediately.

4. Courier Partners & Tracking

We partner with leading national courier services like Bluedart, Delhivery, Ecom Express, and DTDC to ensure reliable delivery. Tracking is available on our website under "Track Order" or via the courier partner's portal.

5. Delivery Process

• Delivery Attempts: Our courier partners will attempt delivery three times. If unable to deliver, the order will be marked as a Return-to-Origin (RTO).

• Address Correction: Address changes are not possible once an order is dispatched. Please ensure your address and phone number are accurate at checkout.

• RTO Handling:

• Prepaid Orders: We will issue a refund if the delivery is unsuccessful after 2 attempts.

• COD Orders: Repeated RTOs from a customer account may lead to the deactivation of the COD payment option.

6. Lost or Damaged Parcels

• Lost in Transit: If your package is lost by the courier, we will dispatch a free replacement or issue a full refund after official confirmation from the courier company.

• Marked Delivered but Not Received: Please contact us within 48 hours. We will investigate with the courier and provide proof of delivery. We recommend checking with security, reception, or neighbours.

• Damaged on Arrival: Refuse delivery of tampered packages. If you discover damage after opening, contact us within 48 hours with an unboxing video/photos for a swift resolution.