Shipping & Delivery Policy
Shipping Policy
Order processing
Orders are dispatched within 2 to 3 working days of being placed. Working days are Monday to Friday, excluding public holidays. Orders placed on a weekend or a holiday are processed from the next working day.
Delivery time
Once dispatched, orders are usually delivered within 7 to 10 working days. Remote and non metro pincodes can take longer.
Shipping charges
Shipping is free on all orders, with no minimum order value.
Where we ship
We currently ship within India only.
Tracking
You will receive an order confirmation by email as soon as your order is placed. Once your order is dispatched, our logistics partner will send tracking details to your registered email address and phone number.
Damage in transit
Every order leaves us packed to survive a courier network, but ceramic travels badly and occasionally something arrives broken. When it does, you can choose either a replacement or a full refund, and we cover the cost either way. We ask for one thing in return.
The unboxing video
To make a damage claim, please film your parcel being opened. The video needs to be a single continuous recording with no cuts, pauses or edits, and it should show:
The sealed parcel before you open it, including the shipping label and all sides of the box, so the packaging is clearly undamaged or clearly damaged.
The parcel being opened, from the first cut into the tape.
Each item being lifted out of its packing material.
The damage itself, held to the camera in reasonable light.
Please start recording before you touch the tape and keep filming until every item is out of the box. A recording that begins part way through, or that stops and restarts, cannot support a claim.
Why we ask
We would rather not put a camera between you and your parcel. We ask because a small number of claims have arrived supported by images that were generated rather than photographed, and the only fair response was either to tighten the process or to become slower and more suspicious with everyone. We chose the first. A continuous video means we can approve a genuine claim the same day we see it, without an investigation, without asking you to prove anything further, and without a courier inquiry that takes three weeks.
How to raise a claim
Write to us at support@schroeyandmouser.com within 3 days of delivery with the video, your order number, and a photograph of the outer packaging. Please keep the box, the packing material and the damaged piece until the claim is settled, as the courier may ask to collect them. Please send the original video file, or a link to it, rather than a screen recording or a forwarded and compressed copy, since re-recorded files lose the detail that lets us approve a claim quickly.
If a parcel arrives visibly damaged
If the box is crushed, torn or rattling when it reaches you, you are welcome to refuse delivery, or to accept it and note the damage with the delivery person before signing. Either makes the claim simpler for both of us. Then film the unboxing as above.
What we cannot cover
Claims raised more than 3 days after delivery, claims without a continuous unboxing video, and damage caused after delivery, including everyday use, falls and thermal shock. We may decline a claim where the video appears edited, or where the parcel shown is not the parcel we shipped. If that happens we will tell you plainly what we saw and give you a chance to respond before we close the claim.
Incorrect addresses
Please check your delivery address before confirming your order. We are unable to redirect a parcel once it has been dispatched. If a parcel is returned to us because the address was incomplete or nobody was available to receive it, we will contact you to arrange redelivery.
Delays
Estimated delivery times are not guaranteed. Weather, strikes, local restrictions and courier backlogs can all cause delays that sit outside our control. If your order is significantly overdue, write to us at support@schroeyandmouser.com and we will chase it with the courier on your behalf.