We want your order in your hands quickly and without surprises. This page explains how we process, dispatch, and deliver your order across India.

1.1 Order Processing

•     Orders are picked, quality-checked, and dispatched within 24–48 working hours of order confirmation.

•     Working hours are Monday to Sunday, excluding public holidays. Orders placed on a holiday are processed on the next working day.

•     During festive periods, new drops, and site-wide sale events, dispatch may take up to 72 working hours. Where this applies, it is stated on the product page and at checkout.

•     You will receive an order confirmation by email/Whatsapp and SMS. If you have not received one within 30 minutes of placing your order, see Section 3.5 of the Payment Policy.

1.2 Shipping Charges

Order type	Shipping charge
Prepaid orders (UPI, cards, net banking, wallets)	Free across India
Cash on Delivery (COD)	₹90 handling fee, shown at checkout

 

•     All prices displayed on the website are inclusive of GST. Shipping and COD charges, where applicable, are shown separately at checkout before payment.

•     We currently ship only within India. We do not accept international orders on hespoke.in.

1.3 Delivery Timelines

Timelines below are estimates from the date of dispatch, not the date of order. Actual delivery depends on your pin code and courier serviceability.

Destination	Estimated delivery
Mumbai & Bengaluru (our fulfilment hub)	1–2 days
Metro cities	2–4 days
Other cities and towns	4–7 days
North India, North-East, Jammu & Kashmir, island territories	5–9 days

 

•     All orders ship by express service through our courier partners.

•     Timelines may be affected by weather, strikes, regional restrictions, election or festival embargoes, and other events outside our control. We will keep you informed if your shipment is impacted.

1.4 Order Tracking

•     Once dispatched, tracking details are sent by email, SMS, and WhatsApp.

•     You can also track any order by signing in and opening your Account Dashboard.

•     Order statuses:

–    Unfulfilled means your order is being prepared.

–    Partially Fulfilled means some items have shipped and carry their own tracking.

–    Fulfilled means the full order is in transit.

•     Tracking links can take up to 24 hours after dispatch to show scan activity. This is normal and does not mean the shipment is delayed.

1.5 Multiple Shipments

•     If your order contains items stocked at different locations, it may ship in more than one parcel.

•     Each parcel carries its own tracking.

•     You will not be charged extra shipping for a split shipment.

1.6 Delivery Attempts and Address Accuracy

•     Our courier partner will make up to three delivery attempts on consecutive working days.

•     If all attempts fail, or the address is incomplete or unreachable, the shipment is returned to our warehouse. For prepaid orders we will refund the order value; the COD handling fee, where charged, is not refundable.

•     Once an order is dispatched, the delivery address cannot be changed. Please review your address and phone number carefully before placing the order.

•     Repeated refusal or non-acceptance of COD shipments may result in COD being disabled for the account.

1.6A Return to Origin (RTO)

•     A shipment may be returned to our warehouse as Return to Origin (RTO) where delivery cannot be completed due to customer unavailability, refusal to accept delivery, an incorrect or incomplete address, inability to contact the recipient, failure to accept the shipment within the courier's holding period, or other circumstances attributable to the recipient.

•     If a customer requests re-shipment of an RTO order, re-shipment may be subject to applicable shipping charges and availability.

•     HE SPOKE reserves the right to restrict COD availability for accounts with repeated RTOs, refusals or other patterns of fulfilment abuse.

1.6B Shipment Marked Delivered but Not Received

•     If the tracking status shows an order as delivered but the customer has not received the shipment, the customer should contact HE SPOKE at help@hespoke.in as soon as possible, preferably within 48 hours of the delivery status being recorded, with the Order ID and registered mobile number.

•     HE SPOKE may investigate the matter with the courier partner and may request additional information reasonably required to investigate the delivery.

•     Where the shipment is determined to have been incorrectly delivered or lost in transit, HE SPOKE will provide an appropriate resolution in accordance with the applicable circumstances and law.

1.6C Missing or Short-Shipped Items

•     If an order contains fewer items than ordered, the customer should report the issue to help@hespoke.in, preferably within 48 hours of delivery, with the Order ID and clear photographs of the parcel, shipping label and contents.

•     HE SPOKE may request additional evidence, including an unboxing video where available, to investigate the claim.

•     Following verification, HE SPOKE may provide a replacement, refund or other appropriate resolution.

1.7 Damaged or Tampered Packages

•     If the outer packaging is torn, opened, or looks tampered with at the time of delivery, please do not accept the parcel and inform us the same day at help@hespoke.in.

•     We recommend recording a single continuous unboxing video; it makes claims for missing or incorrect items far quicker to resolve.

1.8 Shipping FAQs

Q. When will my order be dispatched?

Within 24–48 working hours of order confirmation. You will receive tracking details as soon as it leaves our facility.

Q. Do you charge for shipping?

Prepaid orders ship free anywhere in India. COD orders carry a ₹90 handling fee, which is shown at checkout.

Q. Can I change my delivery address after ordering?

No. Once the order is placed, the address is locked, order is sent for processing and courier partner is assigned.

Q. Can I cancel my order?

No. Orders cannot be cancelled after they have been placed. Please carefully review your product, size, colour, quantity, delivery address and payment details before completing your purchase. If you no longer require an item after delivery, you may use the applicable return process, subject to the eligibility conditions of this Policy.

Q. My tracking has not updated in two days. What should I do?

Scan gaps of 24–48 hours are common in transit, particularly for non-metro destinations. If there is no movement for more than 72 hours, write to us at help@hespoke.in with your Order ID and we will raise it with the courier.

Q. Do you deliver to my pin code?

We deliver to over 18,000 pin codes across India. You can check serviceability by entering your pin code on the product page or at checkout.

Q. Do you ship internationally?

Not at present. We ship only within India.

Q. Can I get my order faster for an event?

All orders already ship by express service. If you have a date-critical requirement, write to us at help@hespoke.in before ordering and we will confirm whether it is achievable for your pin code.