Shipping & Returns

Last Updated: 07-07-26

At Himalayan Firefly, every order is prepared with care, intention, and respect for the journey it takes—from the Himalayan landscapes that inspire our collections to your home.

This policy outlines how we process, ship, return, replace, refund, and cancel orders
placed through our website. By placing an order with Himalayan Firefly, you agree to the
terms outlined below.

1. Order Processing

• Orders are typically processed within 1–3 business days after successful payment
  confirmation.
  
• Orders are processed Monday through Saturday, excluding Sundays and public
  holidays.
  
• During festive seasons, product launches, promotional campaigns, or unforeseen
  circumstances, processing times may be extended.
  
• Once your order has been processed, you will receive an email and/or SMS containing
  your shipment confirmation and tracking details.

2. Shipping

We currently ship across India.

International shipping is presently unavailable and may be introduced in the future without prior notice.

Estimated Delivery Timelines

• Metro Cities: 2–5 Business Days
  
• Other Cities & Towns: 3–7 Business Days
  
• Remote & Himalayan Regions: 5–10 Business Days

These delivery timelines are estimates and may vary depending on destination and courier operations.

Shipping Charges

Applicable shipping charges, if any, will be displayed during checkout before payment. From time to time, Himalayan Firefly may offer complimentary shipping on qualifying orders.

Order Tracking

Once your order has been dispatched, tracking details will be shared via email and/or
SMS. Customers are encouraged to monitor shipment progress directly through the courier tracking link provided.

Partial Shipments

To ensure timely delivery or due to product availability, orders containing multiple products may occasionally be shipped separately.

Where applicable, tracking information for each shipment will be shared individually.

Delivery Delays

While we work with trusted logistics partners, delivery may occasionally be delayed due to circumstances beyond our control, including but not limited to:

• Severe weather conditions
  
• Landslides or road closures
  
• Public holidays
  
• Natural disasters
  
• Transportation disruptions
  
• Government restrictions
  
• High shipment volumes
  
• Courier operational delays

We appreciate your patience should such circumstances arise.

Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping details at checkout.

Himalayan Firefly shall not be responsible for delays, failed deliveries, or additional shipping charges resulting from incorrect, incomplete, or outdated address information provided by the customer.

3. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has entered processing or has been handed over to our logistics partner,
cancellations may no longer be possible. If a cancellation request is approved before dispatch, the full order amount will be refunded to the original payment method.

4. Returns

Due to the nature of food, wellness, and personal care products, we are unable to accept returns simply due to a change of mind.

Returns may only be considered under the following circumstances:

• Incorrect product received.
• Product damaged during transit.
  
• Product found to be defective upon delivery.
  
• Product received in an expired condition.
  

Return requests must be submitted within 48 hours of delivery.

To initiate a request, please email us with:

• Order Number
  
• Description of the issue
  
• Clear photographs of the product
  
• Photographs of the shipping package
  
• An unboxing video (where available)

Providing complete documentation helps us process your request more efficiently.

5. Inspection Upon Delivery

We encourage customers to inspect their order immediately upon delivery. Any concerns regarding damaged products, incorrect items, missing products, or packaging issues should be reported within 48 hours of receiving the shipment. Claims submitted beyond this period may not be eligible for review.

6. Non-Returnable Items

For hygiene, safety, and quality reasons, the following products cannot be returned:

• Opened tea products
  
• Opened honey jars
  
• Opened oils
  
• Opened food products
  
• Used wellness or personal care products
  
• Products damaged due to misuse, mishandling, or improper storage
  
• Gift Cards
  
• Complimentary promotional items
  
• Products marked as Non-Returnable
  
• Customized or personalised products

7. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of
delivery. After reviewing your request, Himalayan Firefly may, at its sole discretion:

• Arrange a replacement.
  
• Issue a refund.
  
• Offer store credit.
  
• Provide another appropriate resolution.
  

Each request is reviewed individually to ensure a fair and transparent outcome.

8. Replacement Policy

Eligible products may be replaced where:

• An incorrect product has been delivered.
  
• The product has been damaged during transit.
  
• The product is found to be defective upon arrival.

All replacements are subject to verification and product availability.

If the original product is unavailable, we may offer:

• A comparable replacement.
  
• Store credit.
  
• A full refund.

9. Refund Policy

Once your claim has been reviewed and approved:

• Refunds will be processed to the original payment method.
  
• Refunds generally reflect within 5–10 business days, depending on your bank or
  payment provider.

Unless the error was on our part, shipping charges, COD charges, gift wrapping charges,
and other service fees are non-refundable.

10. Return Shipping Costs

If a return or replacement is approved due to an error on the part of Himalayan Firefly, the
return shipping cost will be borne by us.

For any other approved return, customers may be responsible for the applicable return
shipping charges.

11. Refusal of Delivery

If a shipment is refused without prior approval from Himalayan Firefly, any shipping, return
shipping, or handling charges incurred may be deducted from the eligible refund amount.

12. Failed Deliveries

If delivery cannot be completed because of:

• Incorrect shipping information
  
• Recipient unavailable after multiple delivery attempts
  
• Refusal to accept delivery

the shipment may be returned to us.

Any re-shipping charges shall be borne by the customer.

13. Lost or Stolen Packages

Once an order has been marked as successfully delivered by the courier partner, Himalayan Firefly cannot be held responsible for lost, stolen, or misplaced packages. If you believe your package has been incorrectly delivered, please contact both the courier partner and our Customer Care team. We will gladly assist in coordinating with the logistics provider wherever possible.

14. Natural Product Variations

Every Himalayan Firefly creation is crafted using naturally sourced ingredients. Variations in:

• Colour
  
• Aroma
  
• Texture
  
• Taste
  
• Consistency
  
• Botanical appearance

are natural characteristics of authentic ingredients and seasonal harvesting. These variations are not manufacturing defects but a reflection of nature's uniqueness.

15. Fraud Prevention

To protect our customers and business, Himalayan Firefly reserves the right to refuse, cancel, or hold orders that appear fraudulent, involve unauthorised payment methods, or are suspected of misuse, resale, or activities that violate our Terms & Conditions. Additional verification may be requested before processing certain orders.

16. Right to Refuse Returns

Himalayan Firefly reserves the right to decline any return, replacement, refund, or exchange request that does not satisfy the eligibility criteria outlined in this policy.

17. Force Majeure

Himalayan Firefly shall not be liable for delays or failure to fulfil orders resulting from events beyond our reasonable control, including but not limited to:

• Natural disasters
  
• Floods
  
• Landslides
  
• Severe weather conditions
  
• Pandemics
  
• Government restrictions
  
• Labour disputes
  
• Internet outages
  
• Transportation disruptions
  
• Third-party logistics delay
  

In such situations, we will make every reasonable effort to keep customers informed

18. Customer Care

or assistance regarding your order, shipping, returns, refunds, or product enquiries,
please reach out to us.
Email: support@himalayanfirefly.com
Website: www.himalayanfirefly.com
Business Hours: Monday – Saturday | 10:00 AM – 6:00 PM (IST)
Response Time: Within 1–2 business days.
Please include your Order Number in all correspondence to help us assist you efficiently.

Thank You

Thank you for choosing Himalayan Firefly.

Every order is thoughtfully prepared, carefully packed, and entrusted to our delivery partners with the same attention to detail and craftsmanship that define our brand. We deeply appreciate the trust you place in us and remain committed to providing an experience that reflects the quiet excellence, authenticity, and care inspired by the
Himalayas.