Last updated: 27 October 2026
1. Where we deliver
We ship across India to all pincodes served by our courier partners, such as Delhivery. We do not currently ship outside India. Enter your pincode at checkout to confirm that we can deliver to you.
2. Dispatch time
Our soaps and lip balms are made in small batches, so please allow 1–3 working days for your order to be packed and handed to the courier. Working days are Monday to Saturday, excluding public holidays. During festive seasons and sale periods, dispatch may take a little longer, and we will let you know if so.
3. Delivery time
- Metro cities: typically 3–7 working days after dispatch.
- Remote and hard-to-reach areas: up to 10 working days after dispatch.
These are estimates, not guarantees. Actual delivery depends on the courier and your location.
4. Shipping charges
Delivery is free on orders above ₹499. For orders of ₹499 or less, a delivery charge of ₹49 applies. The exact delivery charge, if any, is shown at checkout before you pay, and the amount shown at checkout is final for that order. We may revise these amounts from time to time.
5. Cash on Delivery
COD is available on many, but not all, pincodes, and its availability may vary by location and order value. If COD is available for your address, you will see it as a payment option at checkout. COD orders need to be verified with an OTP sent to your mobile number before dispatch. Please keep the exact amount ready at delivery.
6. Tracking your order
Once your order is dispatched, we will send you the courier name and AWB (tracking) number by email, SMS or WhatsApp. You can follow your parcel on our Track Order page or directly on the courier’s website using the AWB number.
7. Delivery attempts and undelivered orders
- Please give a complete and correct address, pincode and a reachable mobile number. The courier will usually call before delivery.
- If you are unavailable, the courier normally makes up to 2–3 delivery attempts.
- If the parcel cannot be delivered because of an incorrect address, an unreachable phone number or refusal to accept it, it will be returned to us (RTO). For prepaid orders, we will contact you to re-ship (you may be asked to pay the extra delivery charge) or refund the amount after deducting the shipping costs incurred. For COD orders, we may restrict COD on future orders.
8. Damaged or tampered parcels
Please check your parcel when it arrives. If the outer packaging looks damaged or tampered with, take photos or a video while opening it and contact us within 48 hours. See our Refund & Cancellation Policy for details.
9. Delays beyond our control
Delivery may be delayed by weather, natural events, strikes, road closures, festivals, government restrictions or courier disruptions. We are not responsible for such delays, but we will help you track your parcel and keep you updated as best we can.
10. Contact us
For help with a shipment, write to care@hitayu.store or call [Support phone], with your order ID. [Business legal name], [Registered address].