Shipping policy
At Zātrā, we want your shopping experience to be simple, reliable, and convenient—from placing your order to receiving your favourite Indian wear at your doorstep.
This Shipping and Delivery Policy explains how we process, dispatch, and deliver orders placed through https://thezatra.com.
This Policy applies to all orders placed with Zatra Mercantile (hereinafter referred to as "Zātrā", "we", "us", or "our") for delivery within India.
By placing an order on our Website, you agree to the terms outlined below, read together with our Terms and Conditions, Return and Refund Policy, and other applicable policies.
1. Shipping Destinations
We currently ship to eligible serviceable PIN codes within India.
International shipping is not available at this time. We do not accept or deliver orders to addresses outside India.
Delivery availability depends on the serviceability of the destination PIN code by our courier partners. You may check whether your location is serviceable by entering your PIN code at checkout, where the feature is available.
We reserve the right to restrict delivery to certain locations where courier services are unavailable or where delivery cannot reasonably be completed.
If we are unable to deliver to an address after an order has been placed, we will contact you to discuss cancellation or another appropriate resolution. Any amount paid for an order cancelled due to non-serviceability will be refunded in accordance with applicable law and our Refund Policy.
2. Order Processing and Dispatch
All orders are processed after successful order confirmation.
We aim to process, pack, and dispatch orders within 1–2 business days, subject to product availability, order verification, and operational requirements.
During festive seasons, promotional periods, high-volume sales, or unforeseen circumstances, processing and dispatch may take longer than usual.
Orders are generally processed on business days, excluding Sundays and public holidays.
Please note that the order processing period is separate from the transit time required for delivery.
If there is a significant delay or an issue affecting the fulfilment of your order, we will make reasonable efforts to notify you using the contact details provided at checkout.
3. Estimated Delivery Timelines
Once your order has been dispatched, delivery is generally expected within 3–5 business days, depending on your delivery location and courier serviceability.
Delivery to remote locations, areas with limited courier coverage, or locations affected by logistical disruptions may take additional time.
The estimated delivery timeline is:
| Stage | Estimated Timeline |
|---|---|
| Order processing and dispatch | 1–2 business days |
| Delivery after dispatch | 3–5 business days |
| Total estimated delivery | Approximately 4–7 business days |
These timelines are estimates and are not guaranteed delivery dates.
Actual delivery may be affected by weather conditions, public holidays, transportation disruptions, courier partner operations, incorrect address information, high-volume periods, or other circumstances beyond our reasonable control.
We will make reasonable efforts to facilitate timely delivery and communicate material delays where practicable.
4. Shipping Charges
Shipping charges applicable to your order will be displayed at checkout before you confirm your purchase.
Our standard shipping charges within India are:
- Standard shipping: ₹179 per eligible order
- Free shipping: Above ₹1,499 eligible order value
Free shipping eligibility will be determined by the qualifying order value displayed at checkout, after applicable discounts and adjustments, where relevant.
Any applicable shipping charges will be communicated before the order is placed. We do not intend to impose undisclosed shipping charges after order confirmation.
Promotional or special shipping offers, if any, will be subject to the terms displayed at the time of purchase.
5. Payment Methods and Cash on Delivery
Zātrā accepts prepaid payments and Cash on Delivery (COD) for eligible orders.
5.1 Prepaid Orders
Prepaid orders may be placed using the payment methods available at checkout, which may include UPI, debit cards, credit cards, net banking, and other supported payment methods.
An order will be processed after successful order confirmation and the applicable payment verification.
5.2 Cash on Delivery (COD)
COD is available for eligible PIN codes and orders, subject to the availability and conditions displayed at checkout.
For COD orders:
- You must pay the full amount due at the time of delivery to the authorized delivery partner.
- The delivery partner may contact you to confirm your availability and delivery details.
- The order will be handed over only after the applicable COD amount has been collected.
- COD availability may be subject to PIN code serviceability, order value limits, courier partner restrictions, and other eligibility criteria.
We reserve the right to verify COD orders or request confirmation of order details before dispatch, where reasonably necessary.
If COD is unavailable for your location or order, the available payment methods will be displayed at checkout.
6. Order Confirmation and Shipment Tracking
After successfully placing an order, you may receive an order confirmation through email, SMS, or another communication channel using the contact information provided at checkout.
Once your order is dispatched, we will provide shipment tracking information where available.
Tracking details may be communicated through email, SMS, WhatsApp, or the relevant order status page, depending on the systems and courier services used.
You can use the tracking details to monitor your shipment and check its delivery status.
Please allow reasonable time for tracking information to become active after dispatch, as courier systems may take time to update.
If you do not receive tracking information or require assistance with your shipment, please contact us at hello@thezatra.com with your order number.
7. Delivery Attempts and Customer Availability
Our courier partners will make delivery attempts to the address provided at checkout.
You are responsible for ensuring that:
- The shipping address and PIN code are complete and accurate.
- The recipient's contact number is active and reachable.
- Someone is available at the delivery address to receive the shipment.
The courier partner may contact you before or during delivery to coordinate the delivery attempt.
If you are unavailable, the courier partner may make additional delivery attempts in accordance with its operational procedures.
If delivery remains unsuccessful after the courier partner's permitted attempts, the shipment may be returned to us as Return to Origin (RTO).
We will make reasonable efforts to contact you and determine whether redelivery or another appropriate resolution is possible.
Any additional shipping charges for redelivery, where applicable, will be communicated to you before being charged.
8. Incorrect Address and Undeliverable Orders
Please carefully review your shipping address, PIN code, mobile number, and other delivery details before placing your order.
We cannot guarantee delivery if incorrect, incomplete, or inaccurate information is provided.
If you identify an error in your shipping details, contact us immediately at hello@thezatra.com with your order number and corrected information.
Address changes may be accommodated only if the order has not been dispatched and the requested change can reasonably be processed.
Once an order has been dispatched, we may not be able to modify the delivery address or redirect the shipment.
If a shipment is returned to us due to an incorrect address, recipient unavailability, refusal of delivery, or other delivery-related reasons, we will review the circumstances and communicate the available options in accordance with our Return and Refund Policy and applicable law.
For COD orders returned due to unsuccessful delivery, we may restrict future COD availability where permitted by law and where justified by repeated or suspected abusive ordering activity.
9. Delays and Circumstances Beyond Our Control
While we make reasonable efforts to ensure timely delivery, delays may occur due to circumstances beyond our reasonable control, including:
- Severe weather, heavy rainfall, floods, or natural disasters.
- Public holidays, strikes, or transportation disruptions.
- Courier partner delays or operational issues.
- High order volumes during festivals, sales, or promotional periods.
- Government restrictions or other unforeseen events affecting transportation or delivery.
In such circumstances, delivery may take longer than the estimated timeline.
We will make reasonable efforts to coordinate with our courier partners and keep you informed of significant delays where practicable.
Nothing in this section limits any rights or remedies available to you under applicable law.
10. Damaged, Tampered With, or Incorrect Shipments
We take reasonable care in packing and dispatching orders.
If your parcel appears visibly damaged, tampered with, or opened at the time of delivery, we recommend documenting the condition of the parcel through photographs or an unboxing video, where possible.
If you receive a damaged, defective, or incorrect product, please contact us promptly at hello@thezatra.com with:
- Your order number.
- A description of the issue.
- Clear photographs of the outer packaging and the product.
- Any additional information reasonably required to investigate the matter.
We will review the complaint and coordinate with our courier partner or relevant team, as appropriate.
Issues relating to damaged, defective, or incorrect products will be resolved in accordance with our Return and Refund Policy and applicable consumer protection law.
The absence of an unboxing video or photograph will not, by itself, extinguish any statutory rights available to you under applicable law.
11. Multiple Products and Separate Shipments
If an order contains multiple products, we will generally endeavour to dispatch them together.
However, depending on product availability, inventory, packaging, or logistical requirements, products in the same order may be dispatched separately.
In such cases, tracking details and delivery timelines may differ for individual shipments.
If any product becomes unavailable after order confirmation, we will contact you regarding the affected item and arrange an appropriate resolution, including cancellation and refund where applicable.
12. Shipping Charges on Cancellations and Returns
Shipping charges, return shipping arrangements, cancellation-related refunds, and any applicable COD charges will be governed by our Return and Refund Policy and applicable law.
The treatment of shipping charges may depend on the reason for cancellation or return, whether the order has been dispatched, and whether the product is defective, damaged, incorrect, or otherwise eligible for a remedy.
Nothing in this Policy limits any refund or other remedy required under applicable law.
13. Contact Us
For shipping-related questions, delivery updates, tracking assistance, or complaints, please contact us using the details below.