Shipping policy

Shipping Policy – House of Brown

At House of Brown, we carefully pack every order and work with trusted courier partners to deliver products safely within India to serviceable PIN codes.

This policy applies to orders placed through the official House of Brown website, including regular purchases, sales, promotional events, limited-edition launches and blind drops.

1. Shipping Charges

Shipping charges, where applicable, are additional and will be displayed at checkout before the order is completed.

Shipping charges may vary depending on:

  • Delivery location

  • Order value

  • Product quantity

  • Shipping method

  • Ongoing promotional offers

Free shipping may be offered on selected orders, products, campaigns or above a specified order value. Any applicable free-shipping offer will be displayed on the website or at checkout.

Shipping charges, COD fees, convenience fees and other service charges are generally non-refundable once the order has been dispatched, except where the delivery issue is caused by House of Brown.

2. Order Processing and Dispatch

Orders are generally processed and dispatched within 1–2 working days after order confirmation and successful payment verification.

Orders placed during weekends, public holidays, major sales, blind drops, limited-edition launches or promotional events may require additional processing time due to higher order volumes.

Customers will receive shipping and tracking details through email, SMS, WhatsApp or another available communication channel after the order has been dispatched.

Dispatch timelines are estimates and may be affected by:

  • High order volumes

  • Product availability

  • Payment verification

  • Address verification

  • Public holidays

  • Courier service limitations

  • Operational circumstances beyond reasonable control

3. Delivery Timelines

After dispatch, delivery generally takes approximately 5–6 working days, depending on the customer’s location and courier availability.

Deliveries to remote, rural, restricted-service or difficult-to-access locations may require additional time.

All delivery timelines are estimates and not guaranteed delivery dates. Delays may occur because of:

  • Weather conditions

  • Natural disasters

  • Regional restrictions

  • Public holidays

  • Strikes or transportation disruptions

  • Courier network delays

  • Incorrect or incomplete addresses

  • Customer unavailability

  • Operational or regulatory restrictions

House of Brown will assist customers in coordinating with the courier partner, but courier delays occurring after dispatch may be outside our direct control.

4. Order Tracking

Customers can track their orders using:

  • The tracking link sent after dispatch

  • The order-tracking section available on the House of Brown website

  • The applicable courier or Velocity Shipping tracking page using the Order ID or tracking number

Tracking information may take up to 24–48 hours after dispatch to update in the courier system.

A temporary delay in tracking updates does not necessarily mean that the shipment has stopped moving.

5. Delivery Address and Contact Details

Customers are responsible for providing a complete and accurate delivery address, postal code and active contact number at checkout.

House of Brown is not responsible for delays or failed deliveries caused by:

  • An incomplete or incorrect address

  • An incorrect postal code

  • An inactive or incorrect phone number

  • Customer unavailability

  • Refusal to accept the shipment

  • Failure to respond to the courier partner

Address changes may be requested before dispatch, but they cannot be guaranteed after the order has been packed or handed over to the courier partner.

Any additional shipping charges arising from an incorrect address, re-routing or re-dispatch may be payable by the customer.

6. Delivery Attempts

Courier partners may make more than one delivery attempt depending on their operational policy.

Customers are advised to answer courier calls and remain available at the delivery address during the expected delivery period.

If delivery fails because the customer is unavailable, unreachable, refuses the parcel or provides an incorrect address, the shipment may be returned to House of Brown.

Re-dispatch of such orders may require payment of additional shipping or return-to-origin charges.

For cash-on-delivery orders, repeated refusal or non-acceptance of shipments may result in COD being restricted for future orders.

7. Blind Drops, Sales and Limited Launches

Orders placed during blind drops, limited-edition launches, special sales or promotional events may experience slightly longer processing times due to higher order volumes.

The price or product details applicable at the time of purchase will remain applicable even if the product price changes after the order is placed.

For blind drops, the product identity may be revealed before the order is delivered. This does not affect the validity of the confirmed order or create a right to refuse, cancel, return or exchange the shipment based on fragrance preference or the revealed product details.

8. Damaged, Leaking or Incorrect Shipments

If an order arrives damaged, leaking, defective, incomplete or contains the wrong product, the customer must contact House of Brown within seven days of delivery.

Customers can contact us through:

Please provide:

  • Full name

  • Order number

  • Clear photographs of the product

  • Photographs of the outer packaging and shipping label

  • A description of the issue

  • An uncut unboxing video is strongly recommended for claims involving breakage, leakage, missing items or an incorrect product, where available.

Customers should retain the bottle, product packaging, shipping box and invoice until the claim has been reviewed.

Claims will be handled in accordance with the House of Brown Return, Exchange and Refund Policy.

9. Delayed or Stuck Shipments

If tracking has not updated for an extended period or the estimated delivery timeline has passed, customers may contact House of Brown for assistance.

We will coordinate with the courier partner and raise an investigation where required.

Courier investigations may take several working days. A replacement or refund will be considered only after the shipment is officially confirmed as lost, damaged or undeliverable by the courier partner.

10. Lost Shipments

A shipment will be treated as lost only after confirmation from the courier partner.

If a prepaid shipment is officially confirmed as lost in transit, House of Brown will resolve the order through a replacement or refund, depending on product availability and the circumstances of the shipment. Store credit may be offered as an alternative where agreed with the customer.

11. Return-to-Origin Shipments

A shipment may be returned to House of Brown due to:

  • Incorrect or incomplete address

  • Customer unavailability

  • Customer refusal

  • Failed delivery attempts

  • An unreachable contact number

  • Courier service restrictions

For prepaid orders returned to House of Brown due to an incorrect/incomplete address, customer refusal or customer unavailability, re-dispatch may require payment of applicable shipping charges. Where a refund is requested and permitted, actual shipping charges incurred may be deducted where applicable and legally permissible.

For COD orders returned because of refusal or customer unavailability, House of Brown may restrict COD access on future orders.

12. Order Cancellation Before Dispatch

Customers may request cancellation while the order remains unfulfilled. Once an order has been fulfilled or handed over to the shipping partner, cancellation may no longer be possible.

Once an order has been dispatched, cancellation may not be possible.

Blind-drop, limited-edition, personalised, reserved or special-event orders may not be eligible for cancellation after confirmation.

Approved prepaid cancellations will be refunded to the original payment method in accordance with the House of Brown Refund Policy.

13. Contact Information

For shipping, dispatch, tracking or delivery assistance, contact:

House of Brown

Email: info@houseofbrown.in
Official WhatsApp: +91 8446-9109-23
Website: houseofbrown.in

Please share your order number when contacting us so that we can assist you faster.

House of Brown will never request an OTP, card PIN, password or confidential banking information through WhatsApp, email or telephone.