At Nour, we work with trusted third-party logistics partners to deliver your orders across India and internationally. Since our collections include Ready to Ship, Pre-Order, Pre-Booked and Made-to-Order products, delivery timelines can vary depending on the product and the designer.
We always aim to keep you informed throughout the process and provide tracking details once your order has been dispatched.
1. DISPATCH & DELIVERY TIMELINE
1.1 Ready to Ship Products
Ready to Ship products are generally processed and dispatched within 1–3 working days of order confirmation.
Once dispatched, the order will be handed over to our delivery partner for transportation to the address provided at checkout.
1.2 Pre-Order & Made-to-Order Products
Pre-Order and Made-to-Order products are sourced specifically against confirmed customer orders.
For Pre-Order and Made-to-Order, please allow a minimum of 3–4 weeks for delivery unless a different timeline is mentioned on the respective product page.
Different designers and brands may have different production and dispatch schedules. The timeline mentioned on the product page is therefore an approximate estimate and may change depending on the production schedule of the parent brand/designer, sourcing, customs, logistics and other circumstances beyond our control.
If you require the latest available delivery estimate, we recommend contacting our team via WhatsApp or email before placing your order.
1.3 Custom-Stitched Orders
Custom-stitched orders require additional processing time of approximately 15–25 working days, depending on the stitching requirements and order volume.
The stitching timeline is separate from the product’s sourcing or delivery timeline and should be considered when placing your order.
2. DELIVERY INFORMATION
To ensure smooth delivery, we require accurate information including:
• Full name
• Complete shipping address
• Billing address, where applicable
• Phone number
• Email address
• Landmark or other delivery instructions, where required
Please make sure all information provided at checkout is accurate.
Nour cannot be held responsible for delays, failed delivery attempts or additional charges resulting from incorrect or incomplete information provided by the customer.
3. DELIVERY ATTEMPTS
Our delivery partners generally make multiple delivery attempts before returning an undelivered parcel to the sender.
If an additional delivery attempt is required due to an incorrect address, customer unavailability or other circumstances attributable to the customer, additional shipping or re-delivery charges may apply.
If a parcel is returned to Nour because it could not be delivered, please contact our team so that we can assist you with the next steps.
4. DELAYS IN DELIVERY
We aim to deliver your order within the estimated timeline provided at the time of purchase. However, delays can occasionally occur due to circumstances outside our direct control.
These may include:
• Logistics or courier disruptions
• Weather conditions
• Customs clearance
• Cargo or routing restrictions
• Regional airspace restrictions
• Natural calamities
• Strikes or operational disruptions
• Other unforeseen circumstances
If there is a significant delay, our team will make reasonable efforts to keep you informed and provide the latest available update.
For Pre-Order and Pre-Booked products, a change or extension in the estimated timeline does not automatically constitute a cancellation or refund eligibility.
5. TRACKING INFORMATION
Once your order has been dispatched, you will receive a tracking ID through SMS and/or email to your registered contact details.
Tracking information may also be shared through WhatsApp or other communication channels used by Nour.
Please note that tracking information may occasionally take some time to update after the parcel is handed over to the courier. This can happen due to scanning or technical delays within the courier network.
6. DELIVERY CHARGES – INDIA
Standard Shipping
• A shipping charge of ₹250 applies to orders with a cart value below ₹10,000.
• Orders with a cart value of ₹10,000 and above qualify for free standard shipping across India.
Express Shipping
Express shipping is available for eligible Ready to Ship products at an additional charge of ₹500, where the service is available.
Availability of express shipping will be indicated at the time of purchase or confirmed by our team.
7. INTERNATIONAL SHIPPING
International shipping charges are calculated based on the destination, shipment weight and applicable logistics costs.
The product price and shipping charge paid to Nour do not include customs duties, import taxes or other charges imposed by the destination country unless specifically stated otherwise.
Any customs duties, import taxes, clearance charges or other government levies applicable in the destination country are the responsibility of the customer.
Once the order has been dispatched, tracking information will be shared with the customer.
8. CUSTOMS CLEARANCE
International customers are responsible for complying with the customs and import regulations of their destination country.
If a shipment is held by customs, the customer may be required to provide additional documentation or pay applicable duties, taxes, fines or clearance charges.
Any delay caused by customs inspection or clearance is outside Nour’s direct control.
9. GOODS NOT RECEIVED
If your order has not been received within the expected delivery timeframe, please contact our customer care team so that we can assist you.
A Goods Not Received issue should be reported within 7 working days from the expected delivery date, wherever possible, so that we can initiate an investigation with the relevant courier partner.
To report an issue, please email info@itsnour.com with:
• Order number
• Tracking number, if available
• Details of the issue
• Any relevant communication or information received from the courier
Our team will review the shipment status and coordinate with the delivery partner where required.
10. PROOF OF DELIVERY
For delivered shipments, the courier partner’s delivery records and proof of delivery may be used to verify the delivery status of an order.
Depending on the courier partner, proof of delivery may include delivery scans, delivery confirmation, recipient details, photographs, OTP confirmation or other digitally recorded delivery information.
If you believe an order has been incorrectly marked as delivered, please contact us promptly so that we can raise the matter with the courier partner.
11. CONTACTLESS DELIVERY
Where supported by our delivery partners, orders may be delivered using contactless delivery procedures.
The courier partner’s tracking records and available proof-of-delivery information will be used when reviewing delivery-related disputes.
12. CUSTOMER RESPONSIBILITY
Customers are responsible for:
• Providing accurate shipping and contact information
• Being available to receive the shipment
• Responding to courier communication where necessary
• Providing any documentation required for international customs clearance
• Paying applicable customs duties, taxes or re-delivery charges where applicable
Any additional costs arising from incorrect information, repeated failed delivery attempts, refusal to accept the parcel or customer-requested changes may be payable by the customer.
13. CASH ON DELIVERY (COD)
Cash on Delivery is not available at Nour as a delivery method.
14. DELIVERY & REFUND/CANCELLATION
Placing an order with Nour means that you acknowledge and accept the applicable estimated delivery timeline shown on the product page.
For Pre-Order and Made-to-Order products, timelines are estimates and may change due to the sourcing, production or logistics process.
Customer-requested cancellations are generally not accepted once an order has been placed and payment has been confirmed.
If Nour is unable to fulfil an order due to product unavailability or another reason attributable to Nour, the customer will be informed and the applicable cancellation/refund options will be provided in accordance with our Returns, Exchanges & Cancellation Policy.
15. NEED HELP?
If you have any questions about your order, delivery timeline or tracking information, our customer care team is happy to assist.
You can contact us at:
Email: info@itsnour.com
For Pre-Order or Made-to-Order products, we highly recommend contacting us before placing the order if you would like to confirm the latest available delivery estimate.