Effective Date: 3 August 2026
Last Updated: 3 August 2026
This Shipping Policy applies to orders placed through soultouchjewellery.com, operated by Soul Touch Jewellery, a sole proprietorship owned and operated by Nazia Khan.
Business address:
House No. 68, Alhasnath Colony
Toli Chowki, Hyderabad
Telangana – 500008, India
Customer-support email: care@soultouchjewellery.com
Phone and WhatsApp: +91 63097 93041
Support hours: Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST, excluding public holidays.
This Policy has been prepared using the processing time, delivery estimate, shipping threshold, courier arrangements and delivery procedures provided by Soul Touch Jewellery.
Indian e-commerce rules require online retailers to provide clear information concerning delivery, shipment, charges, returns and refunds. They also protect customers where goods are delivered later than the stated delivery schedule, except where delay results from force majeure.
Policy summary
- We currently deliver orders within India only.
- Orders are ordinarily processed within one to three business days.
- Estimated delivery after dispatch is seven to ten business days.
- Weekends and public holidays are not counted as business days.
- Standard shipping is free when the merchandise value exceeds ₹2,499, unless otherwise stated.
- Shipping charges for lower-value orders are calculated according to the delivery location and shown at checkout.
- Cash on Delivery requires a 40% advance payment, with the remaining 60% payable upon delivery.
- Tracking information will ordinarily be shared by email, SMS or WhatsApp after dispatch.
- The courier will ordinarily make up to two delivery attempts, subject to its operating procedures.
- We do not currently provide express or international shipping.
This summary is for convenience. The complete terms below will apply.
1. Shipping coverage
Soul Touch Jewellery currently ships to serviceable addresses within India.
Delivery is subject to:
- Availability of courier service at the customer’s PIN code;
- Availability of the ordered product;
- Successful payment or Cash on Delivery verification;
- A complete and accurate delivery address;
- Applicable courier restrictions; and
- Acceptance of the order by Soul Touch Jewellery.
Although Cash on Delivery is intended to be available across India, it remains subject to PIN-code serviceability, courier approval, order verification and operational availability.
International shipping is not currently available. Any future international-shipping service will be governed by a separately updated policy.
2. Order processing
Orders are ordinarily processed within:
One to three business days after confirmation.
Processing may include:
- Payment verification;
- Cash on Delivery verification;
- Address and PIN-code verification;
- Product availability confirmation;
- Product quality inspection;
- Packing;
- Invoice preparation;
- Shipping-label generation; and
- Handover to the courier partner.
An order is not considered dispatched merely because an order-confirmation message or tracking number has been generated.
Dispatch occurs when the parcel is handed over to the courier or postal service.
3. Business days
For this Policy, “business days” means Monday to Saturday, excluding:
- Sundays;
- National public holidays;
- Telangana state holidays;
- Courier holidays;
- Bank holidays affecting payment confirmation; and
- Days on which business or courier operations are suspended.
Orders placed on a Sunday or public holiday will ordinarily begin processing on the next working day.
4. Estimated delivery time
After dispatch, delivery is ordinarily expected within:
Seven to ten business days.
This estimate applies to both metro and other serviceable Indian locations. Certain remote, rural or difficult-to-access areas may require additional time.
The complete estimated order timeline may therefore include:
- One to three business days for processing; and
- Seven to ten business days for delivery after dispatch.
Delivery estimates are not guarantees of delivery on a particular date or at a particular time.
Any specific estimate displayed on the checkout page, order-confirmation message or courier tracking page should also be treated as approximate.
5. Shipping charges
Shipping charges depend on:
- Delivery location;
- PIN-code serviceability;
- Order weight or package size;
- Courier rates;
- Promotional offers; and
- Order value.
The applicable shipping charge will be displayed before the customer completes the order.
Soul Touch Jewellery will not add an undisclosed compulsory shipping charge after order confirmation.
6. Free shipping
Standard shipping is ordinarily free where the merchandise subtotal:
Exceeds ₹2,499 after discounts and before adding shipping charges.
Free shipping:
- Applies only to eligible domestic orders;
- Applies only to standard shipping;
- May not apply to returned-to-origin reshipments;
- May not apply where an offer contains separate shipping terms; and
- May be suspended or modified for a future promotion, provided the applicable terms are displayed before purchase.
Where part of an order is cancelled or refunded and the remaining merchandise value falls below the free-shipping threshold, shipping treatment may be recalculated only where this was clearly disclosed in the applicable promotional terms.
7. Cash on Delivery orders
Customers selecting Cash on Delivery must pay:
40% of the cart value in advance.
The remaining:
60% is payable to the courier at delivery.
The advance payment:
- Forms part of the total order value;
- Is not an additional shipping or COD fee;
- Must be received before processing begins; and
- May be subject to telephone, WhatsApp, SMS, email or OTP verification.
COD availability remains subject to:
- Delivery PIN code;
- Courier acceptance;
- Accurate customer information;
- Successful verification;
- Order value;
- Previous delivery history; and
- Fraud-prevention checks.
COD orders may be converted to prepaid-only orders where there is a history of refusal, repeated failed delivery or suspected misuse.
8. Courier partners
Orders are ordinarily shipped through:
- Delhivery;
- India Post; or
- Another suitable logistics provider selected by Soul Touch Jewellery where necessary.
The courier partner may be selected based on:
- Customer location;
- PIN-code coverage;
- Parcel security;
- Delivery speed;
- Shipment value;
- Courier capacity; and
- Operational requirements.
Customers cannot ordinarily select a particular courier partner.
Use of a courier partner does not remove Soul Touch Jewellery’s responsibility to reasonably assist customers with genuine delivery issues.
9. Tracking information
Once an order has been dispatched, tracking information will ordinarily be shared through one or more of the following:
- Email;
- SMS;
- WhatsApp;
- Customer account; or
- Courier tracking page.
Tracking updates are generated by the courier partner and may not always appear immediately after dispatch.
Customers are responsible for:
- Providing a correct email address and mobile number;
- Monitoring tracking updates;
- Responding to courier calls;
- Keeping the delivery phone available; and
- Contacting customer support where tracking shows an unexplained problem.
A delay in the tracking system does not necessarily mean that the parcel has not moved.
10. Delivery addresses
Customers must provide a complete and accurate delivery address containing:
- Recipient’s full name;
- House, apartment or building number;
- Street and locality;
- Landmark, where useful;
- City;
- State;
- Correct PIN code;
- Active mobile number; and
- Any delivery information reasonably required by the courier.
Soul Touch Jewellery currently does not ordinarily deliver to:
- PO boxes;
- Hostels;
- Office addresses;
- Military addresses;
- Incomplete addresses; or
- Addresses that cannot be verified or serviced by the courier.
Customers should provide a secure residential street address where the parcel can be personally received.
Soul Touch Jewellery may decline an address that presents a material risk of loss, non-delivery or courier rejection.
11. Address changes
Customers must verify the delivery address before placing the order.
Address changes are not guaranteed after order confirmation.
Where an error is noticed, the customer should immediately contact:
care@soultouchjewellery.com
WhatsApp: +91 63097 93041
We may attempt to correct the address if:
- Processing has not been completed;
- The shipping label has not been generated;
- The parcel has not been handed to the courier; and
- The revised PIN code is serviceable.
Once dispatched, an address cannot ordinarily be changed by Soul Touch Jewellery.
Any courier-approved address correction may result in additional charges or delivery delays.
12. Incorrect or incomplete addresses
The customer is responsible for the accuracy of all delivery information supplied during checkout.
Where delivery fails because the customer supplied:
- An incorrect house number;
- An incorrect PIN code;
- An incomplete address;
- An inactive phone number;
- A false name;
- An unclear locality;
- An address that the courier cannot locate; or
- Other materially incorrect information,
the customer may be responsible for:
- Outward-shipping costs;
- Return-to-origin costs;
- Address-correction charges;
- Reshipping charges; and
- Other reasonable logistics expenses directly caused by the incorrect information.
These costs may be deducted from any refundable amount or COD advance, subject to the Cancellation Policy.
13. Non-serviceable PIN codes
Serviceability is determined by the courier partner and may change from time to time.
Where a PIN code is identified as non-serviceable before dispatch, Soul Touch Jewellery may:
- Request an alternative serviceable residential address;
- Place the order temporarily on hold; or
- Cancel the affected order and issue a full refund.
If an order is cancelled because no courier can service the delivery address, all amounts collected for the affected order, including any COD advance and shipping charge, will be refunded.
Where a PIN code becomes non-serviceable after dispatch, customer support will coordinate with the courier and offer an appropriate resolution, which may include:
- Delivery through another courier;
- Return of the parcel;
- Reshipment;
- Replacement; or
- Refund.
14. Delivery attempts
The courier will ordinarily make up to:
Two delivery attempts.
The actual number and timing of attempts may depend on courier procedures and local operating conditions.
Customers must:
- Keep their phone reachable;
- Respond to courier communication;
- Ensure that someone is available at the address;
- Provide accurate directions where necessary; and
- Pay the remaining COD amount at delivery, where applicable.
A delivery attempt may fail where:
- The customer is unavailable;
- The phone is unanswered;
- Access to the property is restricted;
- The address is incorrect;
- The recipient refuses the parcel;
- COD payment is not available; or
- The courier cannot safely complete delivery.
15. Delivery to another person
A parcel may be handed to:
- The named recipient;
- An adult household member;
- A security guard;
- A receptionist at an accepted location;
- A neighbour authorised by the customer; or
- Another person present at the delivery address who reasonably appears authorised to receive it.
The customer is responsible for ensuring that only an authorised person accepts the parcel.
Where the customer requires personal delivery only, they should communicate this request before dispatch. Personal delivery cannot be guaranteed where the courier does not support such a restriction.
A signature, OTP, photograph, delivery scan or courier confirmation may be used as evidence that delivery occurred, but customers may still report a genuine delivery dispute.
16. Customer-caused failed delivery
Delivery may be treated as customer-caused where the parcel cannot be delivered because the customer:
- Refuses the parcel without a valid reason;
- Does not pay the remaining COD amount;
- Is repeatedly unavailable;
- Does not respond to courier calls;
- Provides an incorrect or incomplete address;
- Requests rejection after dispatch;
- Prevents access to the delivery location; or
- Otherwise causes the shipment to be returned.
In such circumstances, Soul Touch Jewellery may deduct actual and reasonable:
- Outward-shipping charges;
- Return-to-origin charges;
- Courier handling charges;
- Non-recoverable packaging expenses; and
- Other directly attributable logistics costs.
Any remaining refundable balance will be processed in accordance with the Cancellation Policy.
17. Returned-to-origin shipments
A parcel may be returned to origin where:
- Delivery attempts fail;
- The customer refuses delivery;
- The address is incorrect;
- The PIN code is not serviceable;
- COD payment is not made;
- The courier is unable to contact the customer;
- The parcel is damaged;
- The recipient cannot be identified; or
- Delivery is prohibited for operational or legal reasons.
Soul Touch Jewellery will review the courier’s reason for return before determining responsibility.
Customer-caused return to origin
Where the return is caused by the customer, the customer will be responsible for actual outward and return-to-origin shipping expenses.
Business or courier-caused return to origin
Where the return results from:
- An error by Soul Touch Jewellery;
- Incorrect labelling by Soul Touch Jewellery;
- Confirmed courier error;
- Confirmed transit damage;
- Loss by the courier; or
- Another reason not attributable to the customer,
Soul Touch Jewellery will bear the applicable shipping expenses.
18. Reshipping returned orders
Reshipping is not automatic.
Where reshipping is approved after a customer-caused failed delivery:
- The customer must confirm the complete address;
- Applicable reshipping charges must be paid in advance;
- Soul Touch Jewellery may require the order to become fully prepaid;
- Previous shipping and return-to-origin charges may remain payable; and
- Delivery will remain subject to serviceability.
Where the failed delivery resulted from Soul Touch Jewellery or courier error, approved reshipping will be provided without an additional standard-shipping charge.
19. Delayed delivery
Delivery may be delayed because of:
- Courier-network congestion;
- Weather;
- Flood, fire or natural disaster;
- Public holidays;
- Strikes or transport disruption;
- Government restrictions;
- Civil disturbance;
- Remote-location service limitations;
- Incorrect customer information;
- Security restrictions;
- Technical failure;
- Supply-chain interruption;
- Force majeure; or
- Other circumstances beyond reasonable control.
Where a delay occurs, customer support will reasonably assist by:
- Reviewing tracking information;
- Raising a courier escalation;
- Requesting a delivery update;
- Coordinating a fresh delivery attempt; or
- Considering another appropriate resolution.
A minor delay does not automatically cancel an order.
However, where an order remains undelivered beyond the stated delivery schedule for reasons not amounting to force majeure, the customer may seek an appropriate remedy under this Policy, the Cancellation Policy and applicable consumer law.
20. Force-majeure delays
Soul Touch Jewellery will not be responsible for an unavoidable delay caused by events beyond its reasonable control, including:
- Natural disaster;
- Flood;
- Fire;
- Severe weather;
- Epidemic or public-health emergency;
- War;
- Terrorism;
- Civil disturbance;
- Government order;
- Transport shutdown;
- Strike;
- Courier-network failure;
- Internet or technology failure;
- Import or supply-chain disruption; or
- Similar extraordinary circumstances.
Where a force-majeure event continues for an extended period, Soul Touch Jewellery may cancel the undelivered order and refund the amount collected for the affected products.
This clause does not remove any right that cannot lawfully be excluded.
21. Lost parcels
A parcel will not be treated as lost merely because tracking has not updated for a short period.
The shipment must ordinarily be investigated and formally confirmed as lost by the courier or reasonably determined to be irrecoverable.
Once the parcel is confirmed as lost, Soul Touch Jewellery will offer an appropriate remedy, such as:
- A replacement at no additional standard-shipping charge;
- Reshipment through another courier;
- Store credit, where voluntarily accepted; or
- A refund where replacement is unavailable, unsuitable or otherwise required.
Customers will not be required to bear the cost of a parcel lost before successful delivery.
22. Marked delivered but not received
Where tracking states that an order has been delivered but the customer cannot locate it, the customer should:
- Check with adult household members;
- Check with building security;
- Check with authorised neighbours;
- Verify the address stated in the order;
- Check for a delivery photograph or OTP confirmation; and
- Contact Soul Touch Jewellery promptly.
The complaint should preferably be reported within 24 hours after the delivery update so that the courier can investigate while delivery records remain readily available.
Soul Touch Jewellery may request:
- Order number;
- Delivery address;
- Registered phone number;
- Confirmation that household members were contacted;
- CCTV footage, where voluntarily available;
- Copy of courier communication; or
- Other reasonable information.
A complaint will not automatically be rejected solely because it was not reported within 24 hours, although delay may affect the courier’s ability to investigate.
23. Damaged or tampered parcels
Customers should inspect the outer package before accepting delivery.
Where a parcel is visibly:
- Open;
- Torn;
- Crushed;
- Wet;
- Resealed;
- Substantially damaged; or
- Materially tampered with,
the customer should, where reasonably possible:
- Refuse delivery;
- Ask the courier to record the reason;
- Photograph or record the parcel;
- Preserve any courier message; and
- Inform Soul Touch Jewellery promptly.
Where the parcel is accepted, the customer should record a clear continuous parcel-opening video showing:
- The shipping label;
- All sides of the parcel;
- The unopened packaging;
- The complete opening process;
- All products received; and
- The reported issue.
An opening video is strongly recommended supporting evidence, but its absence will not automatically invalidate a genuine complaint.
24. Wrong, damaged or defective products
If the delivered product is:
- Incorrect;
- Damaged;
- Defective;
- Missing;
- Incomplete; or
- Materially different from its website description,
the customer should follow the procedure stated in the Return, Exchange & Refund Policy.
Where the claim is approved and the problem is attributable to Soul Touch Jewellery or the courier:
- Original standard-shipping charges will be refundable;
- Reasonable approved return-shipping costs will be borne or reimbursed by Soul Touch Jewellery; and
- Approved replacement shipping will be borne by Soul Touch Jewellery.
25. Shipping-charge refunds
Shipping charges will ordinarily be refunded where:
- Soul Touch Jewellery sends the wrong product;
- The product arrives damaged or defective;
- The product is materially misdescribed;
- Soul Touch Jewellery cancels the order;
- The parcel is officially declared lost;
- Delivery becomes impossible for reasons not attributable to the customer; or
- Refund is otherwise required under applicable law.
Shipping charges will ordinarily not be refunded where:
- The customer changes their mind;
- The customer refuses delivery;
- The customer supplies an incorrect address;
- The customer remains unavailable;
- The customer does not pay the remaining COD amount;
- The order is returned because of customer action;
- A non-defective product is exceptionally accepted for return; or
- The shipping service was successfully completed.
Any deduction will be limited to actual and reasonable charges and will be handled consistently with the Cancellation Policy and Return, Exchange & Refund Policy.
26. Split shipments
Soul Touch Jewellery may send products from the same order in separate parcels where reasonably necessary because of:
- Product availability;
- Packaging requirements;
- Courier limitations;
- Quality-control delays; or
- Operational considerations.
Where we divide an order into multiple shipments:
- The customer will be informed where practical;
- Separate tracking numbers may be issued;
- No additional undisclosed standard-shipping charge will be imposed; and
- COD collection arrangements may be divided or adjusted appropriately.
A customer should not assume that an item is missing until all notified parcels have been delivered.
27. Packaging
Products will ordinarily be packed using protective jewellery packaging appropriate to the product and shipment.
Packaging may include:
- Jewellery box;
- Pouch;
- Protective insert;
- Care card;
- Invoice or order document;
- Outer shipping material; and
- Tamper-evident protection where used.
Packaging design, colour or presentation may vary without affecting the product, provided the product remains appropriately protected.
Customers should retain packaging until they have inspected the order and confirmed that no delivery issue exists.
28. Delivery risk and responsibility
Soul Touch Jewellery remains responsible for reasonably coordinating an undelivered, lost or courier-damaged parcel until successful delivery or another appropriate resolution.
After successful delivery to the customer or an authorised person at the stated address, responsibility for safekeeping ordinarily passes to the customer.
This clause does not prevent the customer from reporting:
- A concealed transit defect;
- Wrong contents;
- Missing products;
- Fraudulent delivery;
- Material tampering; or
- Another genuine delivery problem.
29. Fraudulent or abusive delivery claims
Soul Touch Jewellery may investigate claims involving suspected:
- False non-delivery reports;
- False missing-item reports;
- Altered photographs or videos;
- Address manipulation;
- Intentional COD refusal;
- Product substitution;
- Repeated delivery disputes;
- Chargeback abuse; or
- Other dishonest activity.
Where reasonable evidence of abuse exists, Soul Touch Jewellery may:
- Restrict Cash on Delivery;
- Require future prepaid payment;
- Suspend an account;
- Cancel pending orders;
- Preserve order and courier records; or
- Take lawful action.
This section will not be used to reject or suppress a genuine customer complaint.
30. Customer-support assistance
For shipping or delivery assistance, contact:
Soul Touch Jewellery
House No. 68, Alhasnath Colony
Toli Chowki, Hyderabad
Telangana – 500008, India
Email: care@soultouchjewellery.com
Phone and WhatsApp: +91 63097 93041
Support hours: Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST
Customers should provide:
- Full name;
- Order number;
- Registered phone number;
- Tracking number;
- Delivery address; and
- Description of the issue.
31. Grievance escalation
Where a shipping complaint remains unresolved, it may be escalated to:
Nazia Khan
Founder and Grievance Officer
Soul Touch Jewellery
Address: House No. 68, Alhasnath Colony, Toli Chowki, Hyderabad, Telangana – 500008, India
Email: care@soultouchjewellery.com
Phone: +91 63097 93041
The complaint will be acknowledged within 48 hours and addressed within the time prescribed under applicable law.
Customers may also use remedies available under Indian consumer-protection law, including the National Consumer Helpline, where appropriate.
32. Relationship with other policies
This Shipping Policy should be read together with the:
- Cancellation Policy;
- Return, Exchange & Refund Policy;
- Product Disclaimer;
- Privacy Policy;
- Grievance Redressal Policy; and
- Terms & Conditions.
Where a delivery issue results in a return, replacement or refund request, the Return, Exchange & Refund Policy will also apply.
Where a customer refuses or attempts to cancel an order after dispatch, the Cancellation Policy will also apply.
33. Changes to this Policy
Soul Touch Jewellery may update this Policy to reflect:
- Changes in law;
- Changes in courier partners;
- Changes in shipping rates;
- Changes in serviceable locations;
- Changes in processing timelines;
- New delivery services; or
- Improvements to customer-support procedures.
The version ordinarily applicable to an order will be the version displayed when the order was placed, unless a later change:
- Is legally required; or
- Gives the customer more favourable rights.
The latest revision date will be displayed at the beginning of this Policy.