FAQ'S - Delivery and Returns
STUDIO / STORE
1. Do you have a Store / Showroom somewhere?
Our Design Studio in Gurgaon showcases most of our latest collections.
We have several pieces on display so that you can touch them, see them and sit on them.
Our design Studio is open from Monday – Saturday between 10:00am - 6:00pm.
2. Can I arrange a call or virtual meeting with your design team?
Can't visit us in person? No worries! Our design team is ready to connect with you via a video call, live from our studio. Experience our exceptional design services and consultations from the comfort of your home.
Whether you’re looking to buy our products or looking for interior design services, we are here to assist you with every step of the process and guide you through our customization options.
3. Can I see the full collection in your studio?
We have a large number of collections and display a small rotating range of products in our studio.
4. How can I be confident of your products without seeing them
At Iqrup+Ritz, we're a close-knit team of artisans crafting luxury furniture for 40 years. We use premium materials to ensure our pieces last a lifetime, believing timeless design is paramount. Our work has earned accolades from press, architects, and influencers, including the prestigious "Best Furniture Brand of the Year" at Elle Decor Awards.
Collaborating with India's top architects and interior designers, we've earned the trust of leading business families, celebrities, and design professionals who demand nothing but the finest. Four decades of bespoke craftsmanship has made us the go-to choice for exceptional projects.
Explore some of the spaces with our products here. https://iqrupandritz.com/pages/as-seen-in
Learn more about Iqrup + Ritz and our clients here https://iqrupandritz.com/pages/about-us
PRODUCTS
1. Are your products handmade?
All our products are brought to life by our team of skilled artisans, craftsmen, and makers, ensuring a truly exceptional piece for your home. Embracing the artistry of handmade production, our products can have slight variations in size, finish and colour. Proudly crafted in India, each piece has a unique character and charm.
2. Who designs and makes your furniture?
Our in-house design team led by Iqrup and Ritika Dhamija designs our pieces in collaboration with our team of expert craftsmen makers. From brainstorming sessions to the final touches, our team crafts every detail with precision and passion, resulting in furniture that's not just functional and comfortable, but a true work of art.
3. What are your delivery timelines?
Our products are either “In-stock” or “Made to Order”.
Our in-stock items are usually dispatched within 8-12 working days. You can view in-stock items in the In Stock section of our website. In-stock items can be Added to Cart directly.
Dispatch timelines vary for Made to Order products and range from 4-16 weeks depending on the product. Products are tagged “Made to Order” and you can Place Orders via our website or via our design team.
4. When can I expect new products to be listed on the website?
We constantly update our product range, so we invite you to visit our website frequently. Make sure to follow us on Instagram and sign for our Newsletter for regular promotions and updates.
5. Will the products be same as what I see on your website?
We've tried our best to represent products as closely to their real colour however it's important to acknowledge that the perception of colours and tones may vary across different screens and lightings. Embracing the artistry of handmade production, our products will have a slight variation in size, finish and colour. Similarly, fabric lots may show minor differences compared to our swatches. Additionally, natural materials such as wood, veneer, stones and polishes display unique grains and colours that cannot be replicated perfectly every time.
6. How do I touch and feel the fabrics/ leather?/ How do I decide on the fabrics?
You can order fabric or leather swatches to help select the perfect material from the comfort of your home. Our large selection of high-quality fabrics, sourced from the finest mills in Europe and India, ensures great quality and comfort. https://iqrupandritz.com/products/fabric-swatch-option-product. Please note that while each fabric is customizable on most products, availability may vary, so check our product customizer for compatibility. We'll ship your swatches via courier, allowing you to touch, feel, and match them with your decor before making your final decision. Need help? Our team is available to assist you in selecting fabrics and matching your decor seamlessly.
7. Can I be certain that the colour of my sofa/chair will match the swatch exactly?
Slight variations are normal. Lots can differ in shade and tone but very slightly, and from time to time the swatch that we send out might come from a different lot to that which is used on your sofa.
8. How do I care for my products?
Please refer to our Product Care Guide https://iqrupandritz.com/products/fabric-swatch-option-product
9. How do I find an item from the magazine online?
Simply type the name of the item into the search bar and press “search”, or find a product using our category pages.
MADE TO ORDER
1. Can I customize furniture items before placing an order?
Our furniture is fully customisable through our ‘Made to Order’ services.
You can transform your vision into reality with our made to order furniture service. Explore our curated collection of global fabrics and signature polish finishes to design pieces that perfectly match your style. From dimensions to details, personalize every element to create furniture that's uniquely yours and fits seamlessly
into your space. Products can be customised through Iqrup + Ritz designs through the website or by getting in touch with our team.
2. Is it possible to change the polish of furniture items?
Yes! We have an extensive library of finishes developed over the past 40 years. You can explore our Finish Options https://iqrupandritz.com/pages/finishes-listing here. Please note, polish finishes will change when applied to different woods due to the natural colour and grain variations of each species.
3. Can you customise fabrics?
Yes! We offer an extensive range of fabrics — from elegant plains and rich bouclé to luxurious velvets, bold patterns, and prints. You can explore our Fabric Options online https://iqrupandritz.com/products/fabric-swatch-option-product, or browse our full collection in-studio through our Fabric Books. If you can’t find the perfect match, our design team will be delighted to help you source something special.
4. Can I have a sofa/chair made with my own fabric?
This may be possible for certain items. Please get in touch with our Design team to discuss further
5. Can you make a product based on my design?
We have a big archive of designs (which are not published) and always have many new collections in the pipeline. Please share any reference images and we would be happy to find something similar from our existing, archive and upcoming products.
If your desired product aligns with our existing designs, we're more than happy to customize it for you.
6. How much time will it take to deliver a Made to Order product?
Ready for Dispatch times for Made-to-Order products typically range from 4–16 weeks, depending on the piece. In some cases, we may be able to accelerate production — please contact our Design Team for an exact timeline.
PLACING AN ORDER
1. How do I place an order on your website?
You can shop products by Product Category, Room or using Search. Once you’ve selected your product simply ‘Add to Cart’ for In-stock items or Place Order for Made to Order items.
At Check Out you’ll be able to choose from Delivery Options once you’ve added your address. Some products and pin codes are available for direct “Check-Out” while others will require a “Request for Quote”.
For assistance, contact us at +91 95991 10672 or mail us at contact.in@iqrupandritz.com
2. What is the difference between Add to Cart and Place Order?
Add to Cart button shows up for all in-stock products. Products that are Made to Order have a Place Order button on the product page.
3. What is the difference between In-Stock, Made to Order or Custom Product tag at Cart Check Out
These tags simply specify whether a product is in-stock, Made to Order or designed specially by you in our Product Customizer. Once you request a quote our Design team will be in touch with pricing and lead times.
4. I have Requested a Quote for some products how long will it take to get back to me?
If you’ve requested a delivery quote or pricing on Custom / Made to Order products, our team will review and get back to you with the details for the same within 24-48 hours from when the request has been initiated. You can also reach our team on +91 95991 10672.
5. Can I place an order over the phone?
Yes of course, someone from our team would be happy to take your order; you can call or WhatsApp us on +91 95991 10672
6. Can I place an order in your studio?
Yes, you can place your order in person at our studio. Studio details can be found here https://iqrupandritz.com/pages/visit-us.
7. When is my order confirmed?
Your order will be confirmed once we have received and processed your payment. You will then receive a confirmation email from our team.
8. Can I change or cancel my order?
Once you have finalised your fabric and finishes, no changes can be made. Fabrics are sourced from third-party vendors, and wood finishes cannot be altered once production has begun.
All our items are final sale, and we do not offer a ‘Change of Heart’ cancellation policy.
If you place an order in error, please contact us within 24 hours to change or cancel it. Payment gateway charges, if any, will be borne by you.
If an amendment is possible, additional charges may apply depending on the materials involved.
9. What is Ready for Dispatch time?
The Ready for Dispatch time indicates how long it will take to prepare your product for shipping from our warehouse.
At Iqrup + Ritz, we strive to deliver the highest quality products. All our items are handmade by skilled craftsmen, which takes time to perfect.
• In-Stock Orders: Ready for Dispatch is typically 8-12 days, including quality checks.
• Custom Orders: Ready for Dispatch varies between 4-16 weeks. The specific time will be indicated in your order.
The Ready for Dispatch time is calculated from the date we receive payment.
Please note: These timelines are estimates. We cannot be held responsible for delays due to the handmade nature of our production or external factors such as weather or third-party material sourcing. Additionally, delivery timelines are indicative. We are not liable for delays caused by uncontrollable circumstances such as floods, strikes, riots, natural calamities, etc.
10. How long will it take for my order to arrive?
Once your order is Ready for Dispatch someone from our team will get in touch with you to schedule a suitable time for delivery.
• Delivery Times:
• Delhi NCR: Typically, 1-2 business days.
• Outside Delhi NCR: Typically, 7-10 business days, depending on your location and the delivery partner.
We strive to deliver all products in a single shipment. If you need delivery in batches, additional charges may apply.
Please note that we work with trusted external delivery partners and cannot guarantee expedited delivery or their estimated delivery times.
PAYMENTS / GST
1. Can I make a partial payment?
Yes. A minimum 80% payment is required to confirm your order, with the remaining balance due before dispatch.
2. What forms of payment do you offer?
We offer the following payment options:
Payment Options:
1. Bank Transfer:
• Bank: Standard Chartered Bank PLC
• Account Name: Iqrup Ritz Design Private Limited
• Account Number: 52505127616
• Branch Address: 10, Sansad Marg, New Delhi 110001
• IFSC Code: SCBL0036027
• Please include your order number as reference.
2. Cheque:
• We will contact you after you place your order to arrange a suitable time for cheque pickup or drop-off.
• Make the cheque payable to Iqrup Ritz Design Private Limited.
3. Net Banking / Credit Card / Debit Card:
• Use our secure payment gateway, Pay U, for the fastest and easiest payment method.
3. Do your prices include GST?
Yes, all the prices on our website are inclusive of GST.
4. How do I find my tax invoice?
We have enclosed your invoice with your delivery. You will also receive a soft copy via email on dispatch.
5. I am purchasing your products for home; can I get benefit of input credit for the GST I pay?
As per the Government guidelines, this scheme is only applicable on Business-to-Business transactions where the purchasing company is GST registered. This facility is not applicable on individual or Business to consumer transactions.
6. What is an Eway Bill and is it required for my shipment?
As per the GST law, any shipment over Rs. 50,000 will require and Eway bill for the movement of products within and outside the state. Therefore, if your shipment is above Rs. 50,000 and Eway bill will be required for the same.
7. Do I have to generate the Eway Bill or give any documents for the same?
If you are buying our products for personal use, you do not have to generate any Eway bill. We will generate the Eway bill for the goods. If you are buying the products for your business use and you would like the billing to be done in your company's name, you will have to generate the Eway bill and send it to us for the movement of goods. Please note that this is a mandatory procedure under the GST law and we do not have any control over the same.
DELIVERY & RETURNS
1. What are my delivery options for furniture?
We offer nationwide delivery for furniture, providing two distinct services:
Standard Delivery:
• Delivery limited to the ground floor.
• Does not include unpacking, uncrating, or assembly.
• Typical delivery time: 7-10 business days via road.
• Certain fragile products are not eligible for Standard Delivery.
Premium / White Glove Delivery:
• Our specialized White Glove team accompanies the delivery.
• Delivery to the room and floor of your choice, including unpacking, uncrating, and assembly.
• Please inform us if you are on or above the 2nd floor without lift access, as special arrangements may be needed and additional charges may apply.
• Typical delivery time: 7-10 business days via road.
All orders within Delhi NCR automatically qualify for Premium / White Glove Delivery, with delivery typically within 1-2 business days.
Delivery costs vary based on location, the number of items, and the selected delivery method.
Please note:
This timeline pertains exclusively to delivery and does not include the entire order process. Delivery timelines are indicative. We are not liable for delays caused by uncontrollable circumstances such as floods, strikes, riots, natural calamities, etc.
2. Do you deliver Internationally?
We currently don't offer international delivery. Customers are responsible for arranging their own shipping. However, we can recommend reliable delivery partners to assist you.
Coordination: We'll stay in touch with you throughout the process to ensure smooth coordination and address any questions or concerns you may have.
Quality Check: Before shipping, we conduct thorough quality checks at our warehouse. We can also provide detailed images of your products for your approval.
Final Sale: Please note that all international orders are final sale, and we do not accept returns or exchanges for these orders.
We strive to make this process as seamless as possible, ensuring your products reach you in perfect condition.
3. Can I track my order?
We will update you on the status of your order once we receive full payment. From the date of payment, we will keep you informed at each stage.
• Standard Delivery: When your order is ready for dispatch, we will provide a tracking number for you to monitor your shipment. You can use the tracking number on the service provider's website for detailed package information.
• White Glove Delivery: Please contact our customer Care at +91 95991 10672 or +91 95995 50665 (Monday-Saturday, 10:00 AM - 6:00 PM), or email us at contact.in@iqrupandritz.com. for assistance with tracking your order.
4. Where will the delivery personnel deliver the products? Will they be delivered to my floor?
STANDARD DELIVERY:
Our delivery personnel will bring your goods to your building premises or to any accessible location. However, please note that we are unable to facilitate direct doorstep delivery for higher floors.
For higher floors, we kindly ask that you arrange for your own labourers or manpower ahead of time to assist with transporting large products. Please understand that the responsibility of our logistics partners is limited to delivering large items to the ground floor only.
PREMIUM / WHITE GLOVE DELIVERY
Our premium delivery service includes furniture delivery to any floor, along with assembly and installation in your presence.
If you reside on or above the 2nd floor without lift access, please inform us in advance. Special arrangements may be necessary and additional access may be required.
Please note: Assembly and installation will exclusively take place during the delivery process. Any further installation needs beyond this scope will not be the responsibility of the logistics/company.
5. Do I need to assemble the furniture by myself?
The majority of items on Iqrup + Ritz are delivered fully assembled or require only basic assembly, typically achievable with simple tools and provided assembly instructions.
If assembly is necessary, comprehensive instructions will be included with the package, facilitating assembly with the assistance of a local carpenter.
Alternatively, you can opt for our Premium / White Glove Delivery service, which includes assembly as part of the delivery process.
6.Will I receive all items in my order at the same time?
All items in your order are usually delivered together. Please contact us on +91 95991 10672 if you wish to receive multiple orders in a consolidate delivery.
7. What if I am not home when my package arrives? Do I have to sign for delivery ?
At Iqrup + Ritz, our commitment to delivering your items promptly and efficiently is paramount. To ensure a smooth delivery process, our team will coordinate with you to schedule a suitable time for delivery. However, if delivery is attempted after the agreed-upon time and no one is available to receive it, a penalty charge will be applicable.
For our White Glove Delivery Service, we contact customers beforehand via call or email to confirm their availability. In the event that the customer is unavailable, our delivery partner will make the delivery the following day, ensuring minimal disruption to your schedule.
Alternatively, for Standard Delivery, customers are encouraged to inform us in advance of any availability or time restrictions they may have. This allows us to notify our courier partner accordingly and ensure a smooth delivery process. Customers can expect to receive notifications from our courier partner, regarding the status of their delivery.
Please note: Upon delivery, our driver will request your signature and take an image of the item to confirm successful delivery or collection. If you have opted for our Premium/White Glove delivery option, it is important that someone is present in the designated room to facilitate smooth unpacking and placement of the furniture. If you are not available to receive the order for more than a day, additional holding charges may apply. Beyond that, the logistics/company will not be responsible for installing your products. The installation, assembly and unpacking of your order will happen ONLY during the delivery. Delaying the unpacking process may result in liability for any damages incurred.
8. What if I need to change my date after I have accepted?
We understand that plans can change. You can alter your delivery date without any fee up to 48 hours before the agreed date. Get in touch with us via email to contact.in@iqrupandritz.com or call us at +91 95991 10672 to reschedule. Please be aware that rescheduling may result in additional lead time, typically up to 10 working days depending on the size of the order and delivery location.
Here are some additional points to consider:
• Dispatch hold requests may incur additional charges for storage at our warehouse.
• For deliveries in Delhi, please provide a 48-hour notice.
• If the order has already left our premises and is en-route to the logistics warehouse, there may be additional charges, the specifics of which can be provided upon request.
9. How can I prepare for my delivery?
To ensure a smooth delivery experience, it's vital to make several preparations:
• Clear access to your location for our delivery team.
• Ensure the site is ready by the agreed-upon time.
• Address any potential obstacles such as stairways, lifts, or the need for a crane.
• Have someone available at home during the scheduled delivery time.
• Obtain any necessary permits or permissions for your neighbourhood or building in advance.
• Communicate any time restrictions you may have beforehand.
• If unable to accept delivery at the scheduled time, please inform us prior to your delivery. Dispatch hold requests may incur additional charges for storage at our warehouse.
• Please make sure that you are present at the time of delivery. Please ensure your presence during the delivery window. For standard delivery, it's essential to unpack your items promptly upon delivery. Any damages must be reported immediately, as we cannot be held responsible for damages reported thereafter.
• We do not offer return visits for unpacking or assembly- For white glove services, make sure that your unpacking, assembly and installation is done at the time of delivery, beyond that, the logistics/company will not be responsible for installing your products.
• Once delivery is accepted, any subsequent damage becomes your responsibility.
10. Should I be expected to pay any additional charges?
Certain areas and neighbourhoods may require special documentation for delivery, which may incur nominal charges. Additionally, for locations above the second floor, the use of cranes or similar equipment might be required and would require advance planning and additional charges. Please verify these requirements based on your specific location.
11. How do I ensure that items fit into the entry way or stairway
Customers are responsible for verifying the dimensions of furniture, ensuring they fit through entryways and rooms before placing an order. We will not be liable if items do not pass through entryways or stairways. You can refer to our measurement guide to have a better understanding.
12. Can you expediate my shipment?
We cannot expedite production and shipping times as our items are handmade and require great attention to detail. However, we strive to dispatch items within or even before the Ready to Dispatch timeframe.
While we partner with reputable third-party providers for delivery, we cannot be held responsible for their services. Please note that delivery times provided by our trusted external partners are estimates, and we cannot guarantee expedited or promised delivery times.
13. Shipping timeline is over however; my product has not been shipped?
We apologize for any delay in shipping your product. If your item hasn't shipped on time, please contact our Customer Service team. We'll work diligently to dispatch your order on time.
Our delivery timelines our indicative and delays can occur due to the handmade nature of our production or external factors such as weather or third-party material sourcing. While we use high-quality third-party delivery providers, we cannot guarantee their delivery times as they are estimates.
14. What is your Return Policy?
Please note all our items are Final Sale i.e. they are not returnable, refundable or exchangeable. For upholstered items, we recommend ordering a fabric swatch free of charge prior to purchasing.
15. My order arrived damaged/defective, I want to have it repaired, what is the process?
Furniture is carefully inspected prior to shipment, but damages do happen, and we ask that you inspect your pieces upon receipt. Clients need to inspect their shipment at the time of delivery and report any damage immediately. This allows our team to investigate with our production team or delivery partner and resolve the issue promptly.
16. Will the products be same as what I see on your website?
We've tried our best to represent products as closely to their real colour however it's important to acknowledge that the perception of colours and tones may vary across different screens and lightings. Embracing the artistry of handmade production, our products will have a slight variation in size, finish and colour. Similarly, fabric lots may show minor differences compared to our swatches. Additionally, natural materials such as wood, veneer, stones and polishes display unique grains and colours that cannot be replicated perfectly every time.
17. How do I touch and feel the fabrics/ leather? / How do I decide on the fabrics?
You can order fabric or leather swatches to help select the perfect material from the comfort of your home. Our large selection of high-quality fabrics, sourced from the finest mills in Europe and India, ensures great quality and comfort. https://iqrupandritz.com/products/fabric-swatch-option-product.
Please note that while each fabric is customizable on most products, availability may vary, so check our product customizer for compatibility. We'll ship your swatches via courier, allowing you to touch, feel, and match them with your decor before making your final decision. Need help? Our team is available to assist you in selecting fabrics and matching your decor seamlessly.
18. Can I be certain that the colour of my sofa/chair will match the swatch exactly?
Slight variations are normal. Lots can differ in shade and tone but very slightly, and from time to time the swatch that we send out might come from a different lot to that which is used on your sofa.
19. How do I care for my products?
Please refer to our Product Care Guide https://iqrupandritz.com/products/fabric-swatch-option-product
20. What if I need to delay delivery by more than a few weeks?
Our storage fee policy applies when customers request to hold or store their orders beyond the original scheduled delivery date. This policy ensures that we can cover the costs incurred during the extended storage period. The fee is calculated based on the order value including VAT and the duration of the storage period from the original order date.
