Shipping & Return

We offer real time shipping rates depending on your address.Your shipping cost will be calculated and provided to you at checkout.

USPS and FedEx are our domestic carriers in USA & DHL is our International carrier.

Please send us an email with your Name, Email, & Order # via our Contact Page, and we’ll be happy to assist you.

A tracking number will be provided when your order has been shipped. You can also find your tracking number on your account page. Simply login to your account and click “View Order” next to the appropriate order. There you will find your shipping method that will show the tracking number(s) associated with that order.

Possibly, but it is rare for that to happen. All orders and shipments are filled in full from our distribution center. But in rare cases, an item, or a set of items, that is not immediately available might be sent on a later date. In this case, you may receive multiple tracking numbers through our shipment notification emails.

Tracking numbers can take a few hours from the time they are generated to become active. If you’ve tried to track a package you’ve just received a shipment notification email about, try waiting until later in the evening to track it again. Often tracking numbers will not become active until a package has reached one of the larger shipping hubs, which can take a few hours after they are picked up from our distribution center.

Please be patient, as tracking information can sometimes take a few days to update. To track the progress of your order, please visit USPS/FedEx for domestic orders, or DHL for international orders.

Any state or local taxes that may incur during shipment of your order will be your responsibility. However, this is usually case-by-case and you can always reach out to us at any point in the process, should any question arise.

International orders may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To determine exactly what these charges may be, it could be necessary to call your local customs office to gain further details.

As a small business, we don’t have the ability to set up entities in other countries in order to collect and pay VAT. Please note this doesn’t mean you are paying extra – it just means you are paying your government directly, instead of through us as a middleman.

If you purchase from Australia or New Zealand, you do not have to pay GST or any other duty unless the value is over $1000 AUD/NZD.

If you purchase from Canada, the UK or the EU, you will need to pay VAT when your package arrives in the country.

Customers have the option to pay Taxes & Duties beforehand, or upon arrival. However, some countries require it to be paid beforehand. Unfortunately, Imroz Niwas will not be authorized to respond on your behalf with local customs and courier to arrange any actions as only the receiver will have the authority to do so.

Upon delivery, if you do not pay DHL the Taxes & Duties due by your country’s customs office, your order will be forfeited and not refunded. Please send us an email with any questions regarding International shipping charges that you are unsure about, and we’ll be happy to assist you.

Most likely yes, with a few exceptions! You can proceed to the checkout and our system will let you know. If you need a piece delivered to a country not listed, please contact hello@imrozniwas.com for a delivery cost to your country.

Imroz products are entirely handmade, each unique and especially made for you. This means that some pieces may be subject to slight variations during production. Pieces are usually shipped between 6 -10 days but in some cases and during busy periods may take 3-4 weeks. If you require a piece urgently or by a specific date please be sure to email hello@imrozniwas.com before placing your order, and we’ll be happy to work with you. We strive to fulfill your order in a timely manner. However, due to the handmade nature of our products I ask that all customers be aware of this production window.

• After production, average delivery time for domestic orders is 5-7 business days.
• After production, average delivery time for international orders is 6-10 business days. Note that International pick-ups are on Monday & Thursday – this could delay your order.

After your order is shipped from our warehouse, it is out of our hands. We are not responsible for lost packages, missed deliveries or undeliverable addresses.
No responsibility is taken for sold out products. Not in stock products will be produced on order and therefore some products may take 6-10 extra days. If you want to have a more precise delivery time please send us an email hello@imrozniwas.com we will get back to you within a day.

Unfortunately, we are not responsible for items that are lost or damaged during shipping. If you would like your package sent with a signature on delivery, please specify this in the special requests on your cart. Please also specify if you would like extra cover purchased to insure on your package, if lost.

If a package is lost, stolen or damaged in shipment a claim needs to be filed with the shipping service provider used and not with Imroz. If a package shows that it has been delivered through the tracking number and the customer is unable to locate their package, Imroz is not responsible and will not issue a refund or store credit.
You are also responsible for your order if you enter the wrong shipping address. Please email us immediately if you enter information incorrectly, we will update your order if it has not been shipped yet. We cannot guarantee the change will be doable as it depends where the package is in the shipping process. We are unable to redirect orders once they have been dispatched, so please supply an address where you will be available to receive your order.
If we are unable to make the change, you will be responsible for receiving the parcel at the address you entered originally. Imroz Niwas takes no responsibility for goods lost due to incorrect shipping details.

If for any reason your package is returned to us we will have it re-shipped to you. However, the reshipping may be at an extra cost depending on the reason it was returned to us.
A package will be kept at the delivery hub for 14 days. If it is not collected it will be returned to us and you will be charged the shipment costs.

Here are some simple tips to speed your delivery, save you money, and give you peace of mind.
– As you finalize your order, check the delivery address and postcode are correct, as having to re-send an item will delay your delivery and you will incur an additional delivery charge. If the address you give us is incorrect and results in a non-delivery, we cannot issue you a refund.
– Items do need to be signed for, so please ensure you supply a delivery address and options that are safe and secure and make it easy for you or someone else to sign on your behalf. If an item is returned non-deliverable, again, it’s a cost to you when we resend it.
– Once you receive delivery at the address specified and your payment is cleared for all goods in full, you have ownership of the goods and we sincerely hope you enjoy them.
Please Note: Delivery dates are for guidance, but there may be times when failures are caused by circumstances beyond our control, including vehicle breakdowns, incorrect address details being provided, major road works, closures, and forces of nature. Understandably, Imroz cannot be held responsible for these. But let us think positive; it may never happen.

Due to the craftsmanship involved in making each item, we unfortunately cannot accept exchanges or returns simply due to a change of heart. Our products are entirely hand blended and made in the smallest of batches to better preserve their integrity. Therefore, the time, labor, and materials that contribute to fulfilling an order are significant resources. Please consider this prior to placing your order. Do not hesitate to contact us with any questions you might have about the product prior to purchasing it.
Imroz Niwas goods are made by hand, each piece is individual and therefore slight alterations from the images shown on the website may occur. Please refer to the Care Instructions for your items on the website for best advice on how to preserve its original beauty.

If you received a defective or damaged item – we apologize in advance, and we will replace this piece as quickly as possible. Goods are classified as faulty if they are received damaged, or where a manufacturing fault has occurred.
If you need to exchange a piece, send us an email within 14 days of purchase, at hello@imrozniwas.com with a picture of the faulty item, and our support team will assist you promptly.
Immediately after the exchange is approved by our support team, we will send you a return label for you to return the faulty item, and will send you another – free of charge.

If you wish to return or exchange a faulty item, please follow these instructions:
Please email us at hello@imrozniwas.com (subject line: Return Request) to request a Return Authorization Number within 14 days of purchase. Please specify which product you are interested in returning/exchanging, your order number, and the reason for this return. We welcome your feedback!
Once the return or exchange is approved, we will accept the piece(s) up to 30 days after the Return Authorization Number is given to you.
Every piece must be sent back unused and in its original packaging.
You will be responsible for paying for your own shipping costs for returning your item.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Inspection of returns usually takes 7-10 business days from the day we receive the parcel, but it might take longer during busy periods. Please email our team at hello@imrozniwas.com if you would like to follow up on the status of your return.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, excluding the delivery charge. An email will follow to confirm everything has gone through, so you have complete peace of mind.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Imroz Niwas ships with efficient global courier services that provide mail-tracking facilities, and we suggest you do the same when sending your items back to us. We are not responsible for items that are lost or damaged during returns. Shipping, important duties, and taxes incurred with returns are your responsibility.
We can only offer refunds if the goods are returned to us. If you decide not to pay any taxes and duties that are due and so the courier cannot deliver your parcel to you, we are not able to refund or cancel your order. The courier service will not return the goods to us if you do not pay your duties and taxes and so we will not be able to refund you.

As a small business, these guidelines help us continue to grow.
If you have any additional questions concerning these topics, please feel free to contact us at hello@imrozniwas.com We greatly appreciate your business and support.