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.
