Shipping policy

Orders on this website are sold and shipped by [Legal business name], trading as FuzzBall Factory ("we", "us"). Every parcel is packed and dispatched from India.

Dispatch address:

We ship to serviceable PIN codes across India, and to the countries listed in the international table below. Not every PIN code or country can be reached by our courier partners. Enter your address at checkout and it will tell you whether we can deliver there.

We do not ship to addresses that our courier cannot serve, to P.O. boxes, or to countries where the parcel would be restricted by law.

Every piece is crocheted by hand, so we split orders into three kinds. The kind is always shown on the product page, in your cart and at checkout, along with an estimated dispatch date.

Dispatch time is the time we take to make, pack and hand the parcel to the courier. It is not the delivery time. Business days are working days and exclude Sundays and public holidays.

If an order will leave later than the date we showed you, we will tell you on WhatsApp or by email before the date passes, and you can choose to wait or cancel for a full refund.

If your order contains both a ready-to-ship piece and a made-to-order piece, we send everything together when the longer item is finished, unless you ask us on WhatsApp to send the ready piece first (extra shipping may apply).

We ship through third-party courier partners, currently [Courier partner or shipping aggregator]. We choose the courier that serves your address best, and we may change courier partners without notice.

Once a parcel is handed over, delivery within India usually takes 3 to 7 business days, depending on how far it travels and whether your PIN code is in a remote area. These are estimates by the courier, not promises. Weather, strikes, festivals and sale seasons can slow things down.

The shipping charge, any gift wrap and the cash on delivery fee are shown as separate lines in your cart and at checkout before you pay. Cash on delivery is available in India for ready-to-ship pieces only, up to a limit shown at checkout. It is never available for made-to-order pieces or custom work orders.

We ship to the countries below. Prices are in Indian rupees, and the rate at checkout is the charge for your parcel. The rate depends on the zone and the parcel weight, including volumetric weight for bulky items such as plushies and bouquets.

• Customs, duties and taxes. Import duties, VAT, GST-equivalent taxes and courier handling fees charged by the destination country are not included in our price. They are the buyer's responsibility and are collected by the courier or customs authority.
• Customs forms. We declare the contents and value of the parcel truthfully, as required by law. We cannot change the declared value on request.
• No cash on delivery. International orders are prepaid only.
• Refused or unclaimed parcels. If a parcel is returned to us because it was refused, unclaimed or held by customs, we refund the item price after it reaches us, less the shipping charges both ways and any duties we had to pay.

Pieces are packed in snug boxes or mailers so they arrive in shape. Bouquets are sleeved to protect the stems. Add gift wrap and a note at checkout, and we will leave the price off the packing slip. Gift wrap has its own charge, shown above.

When your parcel is handed to the courier, we send the courier name and tracking link by email and, if you have given us your number, on WhatsApp. Your order page also shows every step, from placed to delivered.

You can look up any order on the Track order page with your order number and the phone number used at checkout, or sign in and open it from your account.

Please check your address, PIN code and phone number before paying. The courier needs a working phone number to deliver. If we need to fix an address, message us on WhatsApp before the parcel is dispatched. After dispatch we cannot promise a change.

If delivery fails because the address is wrong or incomplete, or the parcel is refused or not collected, it may come back to us. We will contact you to ship it again, and the new shipping charge is paid by you. For cash on delivery orders, repeated refusals may mean we switch off cash on delivery for your future orders.

Record an unboxing video. Please film the parcel being opened, in one unbroken clip, starting with the sealed package and the shipping label visible. This is the quickest way for us to settle a claim with the courier and to give you a replacement or refund.

1. Tell us within 7 days of delivery, on WhatsApp or at hello@fuzzballfactory.example. Send your order number, the unboxing video and clear photos of the damage or the wrong item.
2. We reply within 2 business days and tell you what we will do.
3. If the piece arrived damaged or is not what you ordered, we will send a replacement, or refund you, as described in the cancellation and refund policy. We pay the shipping for the replacement.

Marked delivered but not received? Tell us within 7 days of the delivery date shown in tracking. We will raise it with the courier. If the courier confirms the parcel is lost, we will reship the piece or refund you in full.

Lost in transit? If a parcel has not arrived and tracking has not moved for 7 days, message us. We will trace it and reship or refund once the courier confirms the loss.

We are not responsible for delays caused by events beyond our reasonable control, such as natural disasters, strikes, curfews, courier network disruptions, customs holds or government orders. We will keep you informed and, where a delay is long, offer you a cancellation with a full refund.

Write to hello@fuzzballfactory.example or message us on WhatsApp from the contact page. For complaints, see the grievance officer page.