Shipping & Delivery

Every piece is made to order, inspected, and packed by hand before it leaves our studio. Here is what to expect.

Processing

Orders are prepared and dispatched within 1–3 business days of payment. During launches and holidays this can run a little longer. Processing time is separate from delivery time.

Delivery

We ship across India only. Once your order is dispatched:

• Metro cities — 5–7 business days
• Other cities — 7–10 business days
• Remote areas — up to 15 business days

These are estimates. Courier delays, weather and public holidays can push them out.

Shipping cost

Free on all orders above ₹2,500. Below that, shipping is calculated at checkout based on your location and package size. Any applicable taxes are shown before you pay.

Tracking

You will receive a tracking number and courier link by email or SMS once your order ships. If nothing has arrived within 5 business days of ordering, email us and we will chase it.

Delivery address

Please check your address before paying — we usually cannot change it once an order is placed. Parcels returned to us because of an incorrect or incomplete address will need re-delivery charges.

Lost or delayed parcels

Check the courier tracking first. If a parcel stops moving or the courier confirms it lost in transit, contact us and we will send a replacement or refund you in full.

Cancellations

You can cancel any time before your order is packed and dispatched. Once it ships, it cannot be cancelled.

Something wrong with your order?

Damaged, defective or incorrect items are covered by our Returns & Refunds policy. Claims must be raised within 48 hours of delivery.

Need help?

Email support@thesubstans.com and we will get back to you.

Grievance redressal

For complaints about an order or delivery that support has not resolved, contact our Grievance Officer:

• Name: 
• Email: 
• Phone: 

We acknowledge every complaint within 48 hours and aim to resolve it within one month of receipt.

Last updated: 5 September 2026