Policy

Last Updated: 24 September 2026

1. Our Shipping Commitment

At Surat Fashion Market, we want every customer to have a clear and convenient shopping experience. This Shipping Policy explains how orders are processed, dispatched, tracked and delivered when you shop through our marketplace.

We work with participating sellers, shipping partners and logistics providers to help ensure that orders reach customers as smoothly as possible.

Delivery timelines, shipping charges and available services may vary depending on the product, seller, delivery address, courier availability and other relevant circumstances.

2. Order Processing and Dispatch

After you place an order, the order details are shared with the relevant seller for processing.

Order processing may include payment confirmation, product availability checks, packaging and preparation for dispatch.

An order is considered dispatched when it has been handed over to the applicable shipping or logistics provider.

Processing and dispatch times may vary by seller and product. An order confirmation does not necessarily mean that the order has already been shipped.

If additional information is required to process your order, we may contact you using the contact details provided during checkout.

3. Estimated Delivery Timelines

Estimated delivery timelines, where available, may be displayed during checkout, in order details or through shipping notifications.

Delivery estimates are indicative and are not guaranteed delivery dates unless expressly confirmed otherwise.

Actual delivery may depend on:

• Your delivery location and serviceability.

• Seller processing and dispatch time.

• Courier availability and operational capacity.

• Public holidays, weekends and regional restrictions.

• Weather conditions, transport disruptions or other unforeseen events.

If your order appears delayed, please check the latest order status or tracking information. You may contact our support team if you need further assistance.

4. Shipping Charges

Applicable shipping charges, if any, may depend on the product, seller, delivery address, shipment weight or dimensions, and the available shipping service.

Where applicable, shipping charges will be shown during checkout before you complete your purchase.

Please review the final order total before confirming your order. Any shipping discount, promotional offer or free-shipping benefit will be subject to the terms displayed for that offer.

Unless expressly stated, shipping charges should not be assumed to be free or refundable in every situation. Any refund of shipping charges will be handled in accordance with the applicable cancellation, return and refund terms and applicable law.

5. Order Tracking

Where tracking is available, tracking details may be shared after dispatch through your registered email address, WhatsApp or other available notification channels.

You may also check your order status through your account where that feature is available.

Tracking information may take some time to appear or update after a shipment is handed over to the courier.

If tracking details are unavailable or do not appear to be updating, please contact our support team with your order number.

6. Delivery Address and Contact Details

Customers are responsible for providing a complete and accurate delivery address, PIN code, recipient name and reachable contact details at checkout.

Please review your information carefully before placing an order.

If you notice an error after placing an order, contact us as soon as possible. Address changes may not be possible after processing or dispatch has begun.

We cannot guarantee successful delivery where an address or contact number is incomplete, inaccurate or inaccessible. Any resulting delivery issue will be reviewed according to the circumstances and applicable policy.

7. Delivery Attempts and Unsuccessful Deliveries

Our shipping partners may attempt delivery according to their operational procedures.

Delivery may be unsuccessful if the recipient is unavailable, the address is incorrect or incomplete, access is restricted, or the courier cannot reach the recipient.

Where available, the courier may provide instructions for another delivery attempt or collection.

If a shipment is returned to the seller or logistics provider, we will review the circumstances and advise you on the available next steps. Any additional shipping charges, reshipment or refund will be handled according to the applicable order terms and law.

8. Delayed, Lost or Stuck Shipments

Although we work to support timely delivery, delays can occur during transit.

If your shipment is delayed or tracking information appears unusual, please contact our support team with your order number and available tracking details.

We may coordinate with the relevant seller or shipping provider to review the shipment and determine the appropriate next steps.

Where a shipment is confirmed lost or cannot be delivered, the matter will be handled under the applicable order, refund and consumer protection requirements.

9. Damaged, Incorrect or Missing Items

Please inspect your order when it arrives.

If you receive a damaged, defective or incorrect product, or believe that an item is missing, contact us promptly with:

• Your order number.

• A clear description of the issue.

• Photographs of the product and packaging, where relevant.

• An unboxing video, if available.

Please retain the product and its packaging until you receive further instructions, where reasonably possible.

We will review the information and may coordinate with the seller or shipping provider to assess the issue. Any applicable replacement, return or refund will be handled under the relevant policy and applicable law.

The absence of an unboxing video alone will not automatically determine the outcome of a complaint; each case will be assessed on the available evidence and applicable requirements.

10. Multiple Shipments and Marketplace Sellers

Surat Fashion Market is a marketplace where products may be offered by different participating sellers.

If an order contains products from different sellers, the items may be processed or shipped separately and may arrive at different times.

Shipping arrangements, packaging and dispatch timelines may vary by seller and product.

For order-related assistance, customers may contact the relevant seller where contact information is available or contact Surat Fashion Market support for help with the marketplace order.

11. Shipping Restrictions and Unserviceable Locations

Certain products or delivery locations may not be serviceable through available shipping partners.

Availability may depend on the seller, product characteristics, courier coverage and applicable transport restrictions.

If a delivery address is not serviceable, we may be unable to fulfil the order to that address. Where this affects an accepted order, we will communicate the available options in accordance with the applicable order terms and law.

12. Order Cancellation and Returns

Shipping and dispatch status may affect whether an order can be cancelled.

If you need to cancel an order, contact us as soon as possible. Cancellation may not be possible once an order has been dispatched.

Returns, replacements, refunds and related shipping charges are governed by our applicable Cancellation, Returns and Refunds Policy.

Please review that policy before sending a product back. Do not return an item to an address unless you have received the relevant return instructions.

Nothing in this Shipping Policy limits any consumer right or remedy that cannot lawfully be excluded.

13. Customs Duties and Additional Charges

For deliveries where customs, import duties or similar government charges may apply, the applicable charges and responsibility for payment will depend on the shipment arrangement and relevant law.

Any such charges, where applicable and known, should be reviewed before completing the order. Customers should contact support if they need clarification about a specific shipment.

14. Seller and Shipping Partner Responsibilities

Participating sellers are responsible for preparing and handing over products for dispatch in accordance with the applicable marketplace requirements and their order obligations.

Shipping providers are responsible for the transportation and delivery services they undertake.

Surat Fashion Market may assist with communication, order information and issue resolution when appropriate. The responsibilities of each party will depend on the specific transaction, applicable agreements and law.

Nothing in this section excludes any responsibility that Surat Fashion Market has under applicable law.

15. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in our operations, shipping arrangements, marketplace features or legal requirements.

The updated version will be published on this page with a revised “Last Updated” date. Changes will apply as permitted by applicable law and will not remove rights that customers are legally entitled to retain.

16. Contact Us

If you have questions about shipping, delivery, tracking or a shipment issue, please contact us.

Surat Fashion Market
Email: support@suratfashionmarket.com
Phone: 8401827535

Please include your order number and relevant tracking information so we can assist you more efficiently.

We appreciate your trust in Surat Fashion Market and will do our best to provide clear information and appropriate support throughout your shopping experience.