Shipping policy

ORNA | Shipping Policy

Last Updated: 22 September, 2026

Order Processing

  • Orders are carefully packed and dispatched within 3–7 working days, unless a different timeline is mentioned on the product page.
  • Orders containing customised or made-to-order pieces may require additional processing time, which will be communicated at the time of purchase.

Delivery

  • Standard delivery generally takes 5–10 working days after dispatch, depending on the delivery location.
  • Delivery timelines may vary for remote locations, festive periods, sales, or circumstances beyond our control.
  • Once your order is dispatched, tracking details will be shared with you.

Delayed Delivery, Non-Delivery and Lost Parcels 

  • If an order has not arrived within the delivery schedule stated in this policy or on the relevant product page, please email info@ornaindia.com with your order number and tracking details.
  • ORNA will acknowledge the complaint within 48 hours, provide a complaint reference number and raise an enquiry with the delivery partner. We will review the available tracking, delivery and supporting records and communicate the outcome or next steps to the customer.
  • A parcel will not be treated as lost solely because it is delayed. Whether it is considered delayed, lost, delivered or undeliverable will depend on the outcome of the delivery partner’s enquiry and the available records.
  • Depending on the findings, product availability, shipment circumstances and applicable law, the resolution may include:
    • Continued delivery under a revised schedule;
    • Replacement of the affected item;
    • Cancellation of the affected item or order; or
    • A full or partial refund, where applicable.
  • No replacement, cancellation or refund will be confirmed until the enquiry has been reviewed, except where a remedy must be provided under applicable law.
  • If ORNA cannot deliver an order within the stated schedule, the customer will be informed of the delay and any revised delivery estimate available at that time. Where applicable, a customer who does not wish to accept the revised schedule may request cancellation by emailing info@ornaindia.com. The request will be reviewed based on the shipment status, enquiry findings and applicable law.
  • Where a refund is applicable, it will be initiated to the original payment method. The time taken for the amount to appear may depend on the customer’s bank or payment provider.
  • If the matter remains unresolved after the initial enquiry, reply to the same email thread with the complaint reference number and request escalation through info@ornaindia.com. Formal complaints will be handled under ORNA’s published grievance-redressal process.
  • Delivery may be affected by severe weather, government restrictions, transport disruption, strikes, delivery-partner network failures or other circumstances beyond ORNA’s reasonable control. Any exception will apply only to the extent permitted by law and will not limit statutory rights that cannot legally be excluded.

Shipping Charges

  • Shipping charges, if applicable, will be calculated and displayed at checkout before payment.
  • Additional charges may apply for special delivery requirements or locations outside standard serviceable areas.

Delivery Address

  • Customers are requested to provide a complete and accurate delivery address and contact number at the time of placing the order.
  • ORNA cannot be held responsible for delays or failed deliveries resulting from incorrect or incomplete information provided by the customer.
  • Any additional shipping charges arising from re-delivery due to an incorrect address may be borne by the customer.

Damaged, Incorrect or Missing Shipments

  • Every ORNA order is carefully inspected and securely packed before dispatch.
  • If your parcel or product arrives damaged, tampered with, incorrect, or incomplete, please contact ORNA as soon as reasonably possible, preferably within 48 hours of delivery, at +91 99300 02678 or info@ornaindia.com.
  • Please share your order number, a brief description of the issue, and clear photographs or videos of the product and packaging, wherever available. Prompt reporting and supporting evidence help us investigate the issue with the delivery partner and resolve it efficiently.
  • A delay in reporting, or the absence of an unboxing video, does not by itself extinguish any rights or remedies available to you under applicable law.

Bulk & Corporate Orders

  • Bulk, corporate and customised orders must be placed and confirmed in advance.
  • Lead time generally ranges from 10–21 working days, depending on quantity, customisation and packaging requirements.
  • A 50% advance payment is required at the time of order confirmation. The balance must be settled before dispatch.
  • Delivery timelines and shipping charges for bulk orders will be confirmed separately at the time of order.
  • Orders cannot be cancelled once production has commenced. Advances for customised orders are non-refundable.
  • For bulk and corporate enquiries, please contact us at +91 9930002678.

Payment

  • ORNA currently does not offer Cash on Delivery (COD).
  • All orders must be paid in full at the time of purchase.

Important Notes

  • ORNA works with handcrafted materials and artisan-made processes. Minor variations in texture, colour, finish and detailing are inherent to handcrafted pieces and are not considered defects.