Shipping policy
FILO is committed to ensuring transparent, efficient, and customer-focused shipping and delivery operations for all orders placed through its official website and associated digital commerce platforms. As a premium apparel and lifestyle brand operating as a Sole Proprietorship Firm under the laws of India, FILO recognizes the importance of reliable logistics, timely communication, and fair customer treatment throughout the post-purchase process.
This Shipping Policy establishes the terms governing order processing, dispatch, shipment handling, estimated delivery timelines, shipping charges, third-party logistics involvement, failed deliveries, return shipping obligations, and transit-related disclaimers applicable to all orders placed through FILO.
This Policy is framed in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and other applicable laws governing e-commerce and consumer transactions in India.
By placing an order through FILO, the Customer acknowledges and agrees to be legally bound by this Shipping Policy.
1. DEFINITIONS & INTERPRETATION
For the purpose of this Policy, unless the context otherwise requires, “FILO”, “Brand”,“Firm”, “We”, “Us”, or “Our” shall mean the Sole Proprietorship business operating under the trade name FILO. “Customer” shall mean any individual or entity placing an order through the Website. “Order” refers to a confirmed purchase request placed by the Customer. “Dispatch” means the handover of the packaged order to a logistics or courier partner for delivery. “Shipping Partner” or “Courier Partner” means independent third-party logistics service providers engaged for transportation and delivery of products.“Return to Origin (RTO)” means return of the shipment to FILO due to failed delivery attempts, refusal to accept delivery, incorrect address, or Customer unavailability.
Words importing singular shall include plural and vice versa. Headings are inserted for convenience and shall not affect interpretation.
The purpose of this Shipping Policy is to establish a transparent and legally compliant framework governing order processing, shipment handling, delivery timelines, shipping charges, logistics responsibilities, transit disclaimers, and Customer obligations.
This Policy aims to minimize disputes, clarify responsibilities, protect customer interests, and define FILO’s limited liability in relation to shipping services performed by independent third-party logistics providers.
All orders placed on FILO are subject to product availability, payment verification, fraud prevention checks, and operational approval.
Once an order is successfully placed, the Customer may receive an order confirmation through email, SMS, or WhatsApp. Such communication shall only constitute acknowledgement of receipt and shall not amount to final acceptance of the order.
Orders are generally processed within twenty-four (24) to forty-eight (48) working hours excluding Sundays, public holidays, sale periods, or unforeseen operational delays.
Processing includes:
FILO reserves the right to cancel, hold, or reject any order due to:
In such cases, applicable refunds may be processed as per FILO’s Refund & Exchange Policy.
4. ORDER MODIFICATION, CANCELLATION & PRE-ORDER TERMS
Customers may request order modifications or cancellations only before the order enters processing or dispatch stages.
Once an order has been processed, packed, or dispatched, cancellation or modification requests may not be accepted due to irreversible logistics workflows.
FILO reserves the absolute right to reject cancellation requests after processing.
Certain products may be sold on a pre-order basis. By placing a pre-order, the Customer acknowledges that:
If FILO is unable to fulfill a pre-order within a commercially reasonable period, FILO may cancel the order and initiate a refund.
5. SHIPPING METHODS & DELIVERY TIMELINES
FILO ships products through independent third-party courier and logistics partners across serviceable locations within India and selected international destinations.
Delivery timelines displayed on the Website are estimates only and begin after dispatch of the order.
Estimated delivery timelines may vary depending upon:
Once the order is dispatched, Customers shall receive:
Customers are expected to monitor shipment progress using the provided tracking details.
FILO does not guarantee exact delivery dates and shall not be liable for courier delays or logistics disruptions beyond reasonable control.
Shipping charges shall be displayed at checkout prior to final payment.
Domestic and international shipping charges may vary depending upon:
Customers placing international orders shall remain solely responsible for customs duties, import taxes, clearance charges, local levies, or governmental charges applicable in the destination country.
Shipping charges once paid shall generally remain non-refundable except where expressly approved by FILO.
FILO reserves the right to revise shipping charges without prior notice, provided such revisions shall not affect confirmed orders.
7. THIRD-PARTY LOGISTICS DISCLAIMER
FILO utilizes independent third-party shipping and courier providers for fulfillment and last-mile delivery operations.
Once the order is handed over to the courier partner, transit responsibility shall transfer to the logistics provider.
Accordingly, FILO shall not be held liable for:
FILO may assist Customers in coordinating with the logistics partner on a best-effort basis; however, FILO does not guarantee resolution or compensation.
This limitation of liability forms a material condition of all transactions placed through FILO.
8. FAILED DELIVERY, RTO & TRANSIT ISSUES
If delivery attempts fail due to Customer unavailability, refusal to accept delivery, incomplete address, incorrect contact details, or restricted access locations, the shipment may be marked as Return to Origin (RTO).
In cases involving RTO:
Customers shall remain solely responsible for ensuring accurate shipping information.
FILO shall not be liable for failed deliveries caused by:
If a shipment is marked “Delivered” by the courier but disputed by the Customer, FILO may conduct an internal investigation with the logistics provider. Refunds or replacements, if any, shall remain subject to outcome of such investigation and FILO’s internal assessment.
9. RETURN SHIPPING RESPONSIBILITY
Return shipping eligibility shall be governed together with FILO’s Refund & Exchange Policy.
Where the return arises due to:
FILO may arrange reverse pickup or reimburse reasonable return shipping charges subject to verification.
For returns arising from:
Customers may be required to bear applicable shipping expenses.
All returned products must:
FILO reserves the right to reject returns failing quality checks.
Estimated dispatch and delivery timelines displayed on the Website are purely indicative and shall not constitute legally binding commitments.
While FILO makes commercially reasonable efforts to process and dispatch orders promptly, actual delivery timelines may vary due to operational, technical, logistical, environmental, regulatory, or force majeure reasons.
FILO shall not be liable for any direct, indirect, incidental, or consequential loss arising due to delayed delivery.
No compensation, refund, discount, or cancellation shall be provided solely on account of delivery delay unless otherwise required by applicable law.
FILO shall not be responsible for delay, interruption, suspension, or failure in shipping, dispatch, or delivery operations caused by events beyond reasonable control including:
During such events, FILO’s obligations shall remain suspended for the duration of the disruption.
12. CUSTOMER SUPPORT & GRIEVANCE REDRESSAL
Customers may contact FILO regarding shipping-related queries, failed deliveries, tracking concerns, return shipping issues, or transit disputes through official customer support channels.
Support Email: hello@filoclothing.com
Business Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
FILO shall make commercially reasonable efforts to acknowledge grievances within a reasonable timeframe and resolve eligible complaints in accordance with applicable consumer protection laws.
13. GOVERNING LAW & JURISDICTION
This Shipping Policy shall be governed and interpreted in accordance with the laws of India.
Any disputes arising under this Policy shall be subject to the exclusive jurisdiction of competent courts situated in Rajasthan, India.
FILO reserves the right to modify, revise, suspend, update, or replace this Shipping Policy at any time without prior notice.
Continued use of the Website or placement of orders after such modifications shall constitute acceptance of the revised Shipping Policy.
BY PLACING AN ORDER THROUGH FILO, THE CUSTOMER ACKNOWLEDGES THAT THEY HAVE READ, UNDERSTOOD, AND AGREED TO THIS SHIPPING POLICY, INCLUDING ALL DISCLAIMERS, LIMITATIONS OF LIABILITY, SHIPPING TERMS, DELIVERY CONDITIONS, AND CUSTOMER RESPONSIBILITIES.