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Terms of Use

At Ishi Luxe Co, we strive to process your orders efficiently. If you change your mind, here is everything you need to know about our cancellation process.

1. How can I cancel my order?

You can cancel your order through two primary channels, provided it is within the eligible timeframe:

  • Email: Send a request to customercare@ishiluxe.in.
  • Phone: Call our Customer Care team at +91-9217120100 during our operational hours (9:30 am – 5:30 pm IST).

2. What is the deadline for cancellations?

All cancellation requests must be made within 24 hours of placing your order.

Important Note: Once an order has been dispatched from our facility, it can no longer be cancelled.

3. Will I receive a full refund if I cancel?

If you cancel within the 24-hour window, you will receive a refund minus a 3.5% payment gateway charge. This fee is deducted to cover the processing costs incurred by the payment provider.

4. How long does the refund process take?

Once your cancellation is confirmed, the balance will be credited back to the original payment instrument.

  • Timeline: Usually 7–10 working days.
  • Note: The exact timing may vary depending on your specific bank’s guidelines.

5. Can I cancel my order after it has been shipped?

No. To maintain our delivery timelines, we cannot halt an order once it has entered the dispatch stage. Please ensure you contact us immediately within the 24-hour grace period if you wish to revoke your purchase.

Need further assistance?

Our team is available Monday through Saturday, 9:30 am to 5:30 pm IST to help with any additional questions.

Managing your orders should be as seamless as your style. Here is everything you need to know about our Cash on Delivery policy.

1. What are the eligibility criteria for COD?

We offer Cash on Delivery for domestic orders within India valued between **INR 1,000 and INR 5,000**.

2. How do I confirm my COD order?

To ensure your order reaches you, we follow a verification process: Phone Confirmation: Our team will call you to verify the order details. Email Follow-up: If we cannot reach you by phone, we will send an email regarding the pending cancellation. You can reply to this email to confirm you still want the order processed.

3. Can I change my delivery address after placing an order?

Unfortunately, **shipping and billing addresses cannot be modified** once an order is successfully placed. If you know you will be unavailable at the time of delivery, please email us at customercare@ishiluxe.in within 48 hours of placement with an alternative contact or address.

4. What happens if I miss my delivery?

If a COD order is returned to us due to unavailability: We will only reship the package if the order is converted to a prepaid transaction. Please note: If you refuse a COD delivery more than twice, you will be ineligible for the COD option on all future orders and must use prepaid payment methods.

5. How do I cancel a COD order?

To cancel, please emailcustomercare@ishiluxe.in with your order number on the **same day** the order was placed.

6. How are refunds handled for COD orders?

Since no digital payment was made initially, COD orders cannot be refunded to a "source" account. You pay using direct banking transaction (NEFT/IMPS).

7. What if my package is damaged or items are missing?

We take safety and quality seriously. However, if there is an issue: Timeline: You must report damages or missing items within 48 hours of delivery. Process: Email us at customercare@ishiluxe.in. Policy: Ishi Luxe Co cannot accept responsibility for claims raised after the 48-hour window has passed. Customer Care SupportNeed more help? Our team is available Monday to Friday, 9:30 AM – 5:30 PM IST (excluding weekends and public holidays). Email: customercare@ishiluxe.in

Your security is our priority. We utilize industry-leading encryption and safety protocols to ensure that your shopping experience is private and protected.

Is it safe to use my credit/debit card on your website?

Yes, absolutely. All transactions at Ishi Luxe Co Online are protected by SSL (Secure Sockets Layer) and Secure Data Encryption using a 1,024-bit process. This ensures that any information you enter is encrypted and shielded from unauthorized third parties.

2. How do you protect my personal and financial data?

We follow the gold standard of online security practices: Real-Time Processing: All payments are processed instantly through secure gateways. Encryption: Your data is transmitted via a Secure Socket Layer session, meaning your details are "scrambled" so they cannot be read by anyone else. Privacy: We do not allow unintentional disclosure of your information to third parties.

3. How can I verify that my connection is secure?

You can easily check the security status of your session during the "Checkout"** process: The Padlock Icon: Look for a locked padlock symbol in the address bar of your browser or the bottom corner of the window. HTTPS:** The website address will begin with "https://" instead of the standard "http://", indicating a secure, encrypted connection.

4. Do you store my CVV or banking passwords?

No. To ensure your "immediate peace of mind," we adhere to strict security standards where sensitive payment authentication (like CVV or 3D Secure passwords) is handled directly by the bank’s secure servers and is never stored on our database. Still have concerns? If you have any further questions regarding our security protocols, please feel free to reach out to us: Email: customercare@ishiluxe.in Support Hours: Monday to Friday | 9:30 AM – 5:30 PM IST

At Ishi Luxe Co, we strive to ensure our premium collections are always ready for you. However, due to high demand, some items may occasionally be unavailable. Here is how we handle those situations.

1. What happens if an item I ordered is out of stock?

If an item becomes unavailable after you have placed your order, our team will contact you within 2 business days. We will discuss your preferences and provide options on how you would like the rest of your order to be handled.

2. Do you offer "Back Orders"?

No, Ishi Luxe Co Online **does not back order**. This means we do not accept or hold orders for products that we cannot fulfil and ship to you immediately. We believe in providing a transparent shopping experience without long, unexpected wait times.

3. Can I be notified when an item is back in stock?

While we do not take immediate payment for out-of-stock items, we recommend keeping an eye on our website or social media channels for restock updates. You can also reach out to our Customer Care team for estimated timelines on your favourite products.

4. Will the rest of my order be shipped?

If your order contains multiple items and only one is out of stock, we will reach out to you first. You can then decide whether you would like to proceed with the available items or adjust your order. Need Assistance? If you have questions regarding a specific product’s availability, please contact our support team: Email: customercare@ishiluxe.in Hours:** Monday to Friday | 9:30 AM – 5:30 PM IST F

We want you to love your Ishi Luxe experience. If something isn't right with your order, here is how we can fix it together.

1. What should I do if my product is damaged or leaking upon arrival?

If you receive a damaged or leaking product, please email us at customercare@ishiluxe.in within 48 hours of delivery. To process your request, we require:

  • Your Order Number and Invoice Number.
  • A detailed description of the issue.
  • Clear images or videos showing the damage, the batch details, the mono-carton (individual product box), and the outer shipping box.

2. What is your "Unboxing Video" policy?

To protect your purchase, we strongly recommend recording an unboxing video. If the outer packaging appears damaged or resealed, do not accept the delivery. Notify us immediately with the video evidence so we can resolve the issue with our courier partner.

How long does the exchange process take?

Once we receive your complaint and all required images/videos, our team will revert within 5 working days.

  • If approved, we will provide an authorization number and arrange a reverse pick-up.
  • After we receive the returned item, your exchange will be processed within 5 days.
  • Overall, please allow 1 to 3 weeks for the entire exchange cycle to be completed.

How do I prepare a product for a reverse pick-up?

All products must be returned in their original packaging and in saleable condition (unless the claim is for damage). You must include a document with the following:

  • Dispatch address and your contact details.
  • Order number.
  • A list of the package contents.
  • The original receipt.

5. When will I receive my refund?

If a refund is approved, the amount will reflect in your account within 10–15 days. We will send you a confirmation email once the transaction is initiated.

6. Are there any items that cannot be returned?

Yes. Please note the following exceptions:

  • Gift Boxes: Orders for gift boxes are not eligible for exchange or refund.
  • Post-Delivery Damage: Ishi Luxe Co is not responsible for any damage that occurs after the 48-hour delivery window or due to improper handling after receipt.

7. What happens if I receive the wrong product or an empty package?

Please follow the standard reporting procedure within 48 hours. Ensure you provide clear photos/videos of the wrong item received, the weight/volume discrepancy, and all layers of packaging (mono-carton and outer box). We cannot process these claims without visual evidence of the packaging.

Contact Our Support Team

For all return and refund inquiries, reach out to us:

  • Email: customercare@ishiluxe.in
  • Response Time: We aim to revert to all queries within 5 working days.

We believe in transparency when it comes to the value of our products. Here is everything you need to know about how we price our collections and handle taxes and duties.

1. Are the prices on the website inclusive of taxes?

Yes. All prices listed on our website are inclusive of all applicable taxes, including GST (Goods and Services Tax) in India. You will not see any hidden tax surprises at the final checkout stage.

2. In which currency are the transactions processed?

All transactions are processed in **Indian Rupees (INR)**. For international customers, the final amount charged to your account may vary slightly depending on your bank's prevailing exchange rates and any applicable foreign transaction fees.

3. Can product prices change ?

While we strive to keep our pricing consistent, the prices listed on our website are current but subject to change without advance notice**. This allows us to adjust for fluctuations in ingredient sourcing and manufacturing costs.

4. Which price will I be billed?

All orders are acknowledged at the current pricing shown at the time of purchase. However, please note that we bill at the price in effect at the time of shipping.

5. Are there additional charges for international orders?

For orders shipped outside of India, your package may be subject to local customs duties or import taxes applicable in your country. Payment: These charges must be paid locally by the customer upon delivery. Cost: Because these rates vary by country and region, we cannot confirm these charges in advance. Liability:** Ishi Luxe Co is not liable for these additional local costs. Have a question about your invoice?** If you have any queries regarding your billing or specific charges, our team is here to help: Email: customercare@ishiluxe.in Support Hours:** Monday to Friday | 9:30 AM – 5:30 PM IST

At Ishi Luxe Co, we are committed to delivering your skincare essentials quickly, safely, and efficiently. Here is how we get our products from our doors to yours.

1. How long does it take to process my order?

Efficiency is at the heart of our service. All orders are processed and dispatched within 24 to 48 hours of placement. Please note that processing takes place on business days and excludes weekends and public holidays.

2. When can I expect my delivery?

Once your order has been dispatched, it is typically delivered within 7 working days. Tracking: You will receive a confirmation email with a tracking link as soon as your order leaves our facility. Remote Areas: While we ship across most of India, deliveries to remote locations may take slightly longer than the standard 7-day window.

3. What are the shipping charges?

We offer competitive shipping rates for all domestic orders: Orders of INR 1,000 and above: Free Shipping. Orders below INR 1,000: A flat shipping fee of INR 150 will be applied at checkout.

4. Who will deliver my package?

We partner with **trusted courier professionals** to ensure your products are handled with care and reach you safely. You can monitor the journey of your package in real-time using the link provided in your shipping confirmation.

5. What happens if there is a delay?

While we strive for punctuality, occasionally factors beyond our control—such as extreme weather, logistical challenges, or public holidays—may cause a slight delay. In these instances, we will do our best to keep you updated on the status of your delivery.

6. Do you ship everywhere in India?

We ship across the vast majority of the country. However, there are a few highly remote locations where our courier partners may not have a presence. If we are unable to ship to your specific pin code, we will notify you promptly.

Need Assistance?

If you have any questions or experience an issue with your delivery, our support team is ready to help:

  • Phone: +91 9217120100
  • Email: customercare@ishiluxe.in.
  • Phone: Monday to Friday | 9:30 AM – 5:30 PM IST