Shipping & Delivery
At Hornbill & Hornbill, we take care to ensure that every order is carefully packed, processed, and delivered to you safely. Since many of our products are delicate, handcrafted, or larger in size, we take additional care when preparing them for transit.
Please find below everything you need to know about our shipping and delivery process.
At heart, HORNBILL & HORNBILL exists to make luxury accessible in one place, not diluted, just simplified. We believe gifting and home styling, down to the greenery that brings a space to life, should feel effortless, personal, and beautiful, and that quality should never be a compromise, whether you're setting a table, decorating a home, or choosing a gift for someone who matters.
Do you offer free delivery?
Yes. We offer free shipping on orders of ₹500 and above within India.
For orders below ₹500, a flat shipping charge of ₹60 will apply.
For orders exceeding ₹1,00,000, an additional shipping charge of 5% of the order value will be applicable.
Certain remote locations, oversized products, heavy shipments, or products requiring special handling may attract additional shipping charges. If an additional charge applies to your order, our team will contact you before dispatch.
What is your delivery timeline?
Orders are generally dispatched within 48 hours of order confirmation.
Once dispatched, orders typically reach you within 7–10 business days, depending on the delivery location and logistics conditions.
Please note that Saturdays, Sundays, and public holidays are not counted as business days.
Large or heavy shipments, including furniture, large décor pieces, large artificial plants, and other oversized products, may require additional time for delivery.
While we make every effort to deliver within the estimated timeline, actual delivery times may vary depending on the destination, serviceability, weather, transportation conditions, and other logistical circumstances.
Do you deliver across India?
Yes. Hornbill & Hornbill delivers across India.
We cover a wide network of serviceable pin codes. However, certain remote, restricted, or difficult-to-service locations may not be serviceable or may require an additional shipping charge.
Additional shipping charges or delivery conditions may apply to certain locations, including parts of North-East India, Jammu & Kashmir, and remote or hill areas.
If an additional charge or serviceability issue applies to your order, our team will contact you before dispatch.
How are orders delivered?
All Hornbill & Hornbill orders are shipped through our designated third-party logistics and courier partners.
The logistics partner may vary depending on the delivery location, product, shipment size, weight, and serviceability.
We choose the most suitable available delivery option for your order based on these factors.
How are fragile products packed?
Many of our products, including ceramics, porcelain, glassware, decorative pieces, and certain handcrafted products, are delicate and require additional care during transportation.
We take special care while packing fragile products and use appropriate protective packaging, cushioning, and outer cartons based on the product's material, size, shape, and fragility.
Where required, individual pieces may be separately wrapped or provided with additional protective layers to minimise movement and impact during transit.
Despite careful packaging, fragile products may occasionally be affected by handling during transportation. We therefore request you to carefully inspect your package and product immediately upon delivery.
What should I do if my product arrives damaged?
If you receive a product that is damaged, broken, or defective, please contact us within 48 hours of delivery.
To help us assess the issue quickly, please share:
- Clear photographs of the product and the damage
- Photographs of the outer shipping box
- Photographs of the packaging and protective material
- A short unboxing video, wherever possible
Please retain the original product and packaging until the matter has been reviewed by our team. The packaging may be required for verification with our logistics partner.
Once we receive the required information, our team will review the case and determine the appropriate resolution, which may include a replacement, refund, or another suitable solution depending on the product and circumstances.
Is damage during transit covered?
Yes. If a product is found to have been damaged during transit, we will review the matter and assist you in accordance with our damage and returns policy.
Because many of our products are handcrafted or artisan-made, minor variations in colour, texture, finish, shape, or craftsmanship may naturally occur. Such variations are characteristics of the product and may not be considered damage or manufacturing defects.
For products that arrive damaged or broken, please do not attempt to repair, glue, alter, or otherwise modify the product before contacting us.
Should I record an unboxing video?
We strongly recommend recording a continuous unboxing video, particularly for fragile, delicate, or high-value products.
An unboxing video helps us understand the condition of the product and packaging at the time of delivery and can make the process of reviewing a damage claim much easier.
While an unboxing video may not be mandatory in every case, photographs and videos may be requested by our team when assessing a damage or transit-related claim.
Can I get my order delivered faster?
We always try to process and dispatch orders as quickly as possible.
However, express or expedited delivery may not be available for every product or location.
During sales, festive periods, or periods of exceptionally high order volumes, dispatch and delivery timelines may be longer than usual.
If you have an urgent requirement, you may contact our team before placing your order, and we will do our best to assist you based on product availability and delivery location.
Where is my order processed from?
Orders are processed and dispatched through our fulfillment network based on product availability and the most suitable dispatch location.
Your order will be delivered to the shipping address provided by you at checkout.
Can I change my shipping address after placing an order?
Please contact us as soon as possible if you need to change your shipping address.
We will try to accommodate the request if the order has not yet been processed or dispatched. However, once an order has been shipped, the shipping address cannot be changed.
If an incorrect address was provided at the time of placing the order and the shipment is returned to us, we may be able to reship the order to the correct address. Any applicable additional shipping, handling, or processing charges will be borne by the customer.
Can I combine two separate orders?
Once separate orders have been placed, we may not be able to combine them into a single shipment.
Each order will generally be processed separately, and shipping charges, where applicable, will be calculated based on the shipping terms applicable to each order.
How can I track my order?
Once your order has been dispatched, you will receive the relevant shipping and tracking information on the contact details provided at checkout.
You can use the tracking information to follow the progress of your shipment with the assigned logistics partner.
If you have not received your tracking information or need assistance tracking your order, please contact our customer support team.
My order shows as delivered, but I haven't received it. What should I do?
If your order is marked as delivered but you have not received it, please contact us within 48 hours of receiving the delivery notification.
This will allow us to promptly raise the matter with our logistics partner and investigate the delivery status.
Please also check whether the package may have been received by a family member, security personnel, neighbour, reception desk, or another person authorised to receive deliveries at the address provided.
What if my order is delayed?
While we make every effort to deliver orders within the estimated timeline, delays may occasionally occur due to circumstances beyond our control.
These may include:
- Weather conditions
- Transportation disruptions
- Regional or location-specific restrictions
- Remote-area serviceability
- High order volumes
- Festive periods
- Unexpected logistics or operational issues
If your order is significantly delayed, please contact our customer support team and we will assist you in tracking its status.
Is Cash on Delivery available?
Currently, Cash on Delivery (COD) is not available.
All orders placed through the Hornbill & Hornbill website are prepaid and must be paid in full at checkout using the payment methods available on the website.
Do you offer in-store pickup?
Currently, in-store pickup is not available for online orders.
What happens if a shipment cannot be delivered?
If a shipment cannot be delivered because of an incorrect or incomplete address, an unavailable recipient, repeated failed delivery attempts, refusal to accept the shipment, or other circumstances attributable to the customer, the shipment may be returned to us.
If the order needs to be reshipped, additional shipping, handling, or processing charges may apply.
Important note about delivery
Delivery timelines provided on the website are estimated timelines and not guaranteed delivery dates.
We will always make reasonable efforts to process and deliver your order within the stated timeline. However, certain circumstances may affect delivery times and may be beyond our control.
For fragile, oversized, heavy, or specially handled products, additional delivery time may be required.
Need help with your order?
We're happy to help.
For questions regarding your order, dispatch, tracking, shipping charges, or delivery, please contact the Hornbill & Hornbill customer support team.
Hornbill & Hornbill
A brand by 5 Hills Ceramic & Decor