Shipping & Delivery Policy

1. GENERAL

1.1 The terms set out herein form an integral part of Kiel’s Terms of Use. The User acknowledges that these shipping and delivery terms are limited to direct sales by Kiel. The User must ensure that the shipping address is complete, true, and accurate so the Products can be delivered on time.

1.2 Kiel provides shipping and delivery of Products all over India except in Non-Serviceable Zones. Kiel aims to provide the best user experience by partnering with leading logistics service providers to handle orders in the best possible way and to ensure a hassle-free experience in receiving Products ordered from the Website. Kiel makes all commercially reasonable endeavours to ensure that the Products are delivered to Users in a timely manner.

2. APPLICABILITY OF POLICY

2.1 By using the Website and/or initiating a request to purchase Products on the Website, the User agrees to be bound by the terms in this Policy. If the User does not agree to these terms, the User is advised not to transact on the Website. Please note that Kiel may, from time to time, change the terms of this Policy. Every time the User wishes to use the Website, please check this Policy along with the Terms and Conditions to ensure that the User understands the terms and conditions that apply at that time.

3. TIMEFRAME FOR SHIPMENT AND DELIVERY

3.1 Products are typically dispatched within 24 hours of receiving the order on the Website, except on public holidays or due to unforeseen operational circumstances.

3.2 Products are delivered within an estimated period of 7–10 working days from receiving the order.

3.3 Kiel shall share details about the User’s order after dispatch to the email ID and contact number provided by the User at the time of registration or checkout.

4. SHIPPING AND DELIVERY CHARGES

4.1 The shipping fees and delivery charges are as per the slab below:

5. PLACE OF DELIVERY

5.1 Kiel ships and delivers Products across India except in Non-Serviceable Zones (NSZ).

5.2 If an area is deemed unserviceable by Kiel, the User will be notified at the time of placing the order on the Website.

6. METHOD OF SHIPMENT AND DELIVERY

6.1 Kiel partners with third-party logistics service providers (“Logistics Partners”) to ship and deliver Products to the User.

6.2 Kiel shall provide the details of the Logistics Partner to the User’s registered email ID when the Product is processed and successfully handed over to the Logistics Partner.

6.3 If the User is not available to accept delivery, the Logistics Partner will make a total of 3 attempts (the first attempt plus 2 re-attempts) and will reach out to the User on the registered mobile number. If the Logistics Partner is unable to deliver the Product after 3 attempts due to non-availability of the User, Kiel reserves the right to cancel the order and the Product will be returned to the original source. An intimation will be sent to the User via the registered email ID and phone number. Refunds, if any, will be processed within 5–7 working days from the date the Product reaches its original source, via store credit. To receive the same Product, the User must place a fresh order.

6.4 If the User needs to reschedule delivery, the User may do so before dispatch of the order by duly intimating the customer care team as mentioned at the bottom of this Policy.

6.5 In case the User wishes to return the Product, the User may do so in accordance with the Return, Refund and Cancellation Policy.

7. DELAY IN DELIVERY

7.1 The User accepts and acknowledges that delivery may be delayed on account of a Force Majeure Event, including but not limited to:

7.1.1 Circumstances or causes beyond reasonable control;

7.1.2 Logistics issues beyond control;

7.1.3 Unsuitable weather conditions;

7.1.4 Political disruptions, strikes, employee lockouts, curfew, lockdown, acts of terrorism, acts of any government or authority, fire, explosion, etc.;

7.1.5 Acts of God such as floods, fog, bad weather, earthquakes, pandemic, epidemic, etc.; and

7.1.6 Other unforeseeable circumstances.

7.2 In such events of delay, Kiel shall send an intimation to the User’s registered email ID provided at the time of registration.

7.3 Kiel shall be under no obligation to compensate the User for any claim that may arise on account of delay in shipment, delivery, or use of the purchased Products.

8. ORDER TRACKING

8.1 The User shall receive a unique tracking number once the purchased Product is handed over to the Logistics Partner, which will enable tracking the status of delivery.

8.2 The User may use the tracking number on the Website to check the status and location of the purchased Product and its estimated time of delivery.

8.3 Since Kiel engages third-party service providers to deliver Products, Kiel does not guarantee the exact accuracy or correctness of the tracking status; it may be subject to inconsistencies arising out of time lags in updating information and/or other technical difficulties beyond control.

9. CUSTOMER SUPPORT

9.1 Any queries or grievances relating to the shipment and delivery charges of Products under this Policy may be directed to Kiel’s customer support team at the details below:

Contact Details:

Customer Support Email – support@thekiel.com

Toll Free Number – +91-XXXXXXXXXX