Shipping policy

At Nilaura, we are committed to delivering your Skincare, Makeup and Fragrance products safely and on time.

Order Processing & Dispatch

Once your order is successfully confirmed, we generally process and dispatch it within 24–48 business hours.

Orders placed during weekends, public holidays, major sale events or promotional periods may require additional processing time.

Once your order has been dispatched, you will receive the available tracking details through your registered email address, SMS or other communication channel.

Delivery Time

After dispatch, orders are generally delivered within 2–6 business days, depending on your delivery location and the availability and performance of our courier partners.

Delivery timelines may vary due to:

  • Customer's location
  • Pincode serviceability
  • Courier partner availability
  • Weather conditions
  • Public holidays
  • High order volumes
  • Natural or unforeseen events
  • Other circumstances beyond our reasonable control

The delivery timeline provided at checkout or through tracking is an estimated timeline and not a guaranteed delivery date.

Where Do We Deliver?

Nilaura currently ships products to serviceable locations across India.

Delivery availability may depend on the pincode entered at checkout.

If your location is not serviceable by our available courier partners, we may be unable to fulfil the order to that address.

Shipping Charges

Applicable shipping charges, if any, will be displayed at the time of checkout before you complete your purchase.

Nilaura may offer free shipping on eligible orders or during selected promotional campaigns. Any such offer will be subject to the terms mentioned at the time of the promotion.

Order Tracking

Once your order has been dispatched, tracking information will be shared with you through the contact details provided while placing the order.

You can use the tracking information provided to check the current status of your shipment.

Please allow some time for the tracking information to become active after the order is handed over to the courier partner.

My Order Shows Delivered but I Have Not Received It

If your order status shows "Delivered" but you have not received the package, please contact us at dm@nilaura.com within 48 hours of receiving the delivery notification.

Please provide:

  • Order number
  • Registered mobile number/email
  • Delivery address
  • Screenshot of the delivery status
  • Any relevant information regarding the shipment

We will coordinate with the relevant courier partner to investigate the matter.

Damaged or Tampered Package

At the time of delivery, customers are advised to carefully inspect the outer packaging.

If the package appears severely damaged, opened or tampered with, please avoid accepting the shipment where possible and contact Nilaura at dm@nilaura.com.

We also recommend recording an unboxing video from the moment the package is received/opened. This can help us investigate claims involving damaged, missing or incorrect products.

For detailed information about eligible returns and refunds, please refer to our Returns & Refunds Policy.

Missing or Incorrect Product

If you receive a product that is:

  • Different from the product ordered
  • Missing from your order
  • Damaged during transit
  • Defective

please contact us at dm@nilaura.com within 48 hours of delivery.

Please provide your order number along with clear photographs/videos of the package and product.

Our team will review the issue and, where applicable, arrange a replacement or refund in accordance with our Returns & Refunds Policy.

Failed Delivery

Our courier partner may make multiple delivery attempts before returning an undelivered shipment to Nilaura.

Delivery may fail due to circumstances such as:

  • Incorrect or incomplete address
  • Incorrect phone number
  • Customer unavailable at the delivery address
  • Customer refusing the shipment
  • Pincode/serviceability issues
  • Repeated unsuccessful delivery attempts

If an order is returned to Nilaura because of an incorrect address, customer unavailability or refusal to accept the shipment, additional shipping charges may apply if re-shipment is requested, where applicable.

For prepaid orders that are returned to Nilaura, any applicable refund will be processed according to our Returns & Refunds Policy after the returned shipment is received and verified.

Address Changes

Customers are requested to carefully check their name, phone number and complete delivery address before placing an order.

If you need to change your delivery address after placing an order, please contact us immediately at dm@nilaura.com.

Address changes may not be possible once the order has been processed, packed or dispatched.

Delivery Delays

While we aim to deliver orders within the estimated timeline, delays may occasionally occur due to:

  • Courier network issues
  • Weather conditions
  • Public holidays
  • High-volume sale periods
  • Natural disasters
  • Government restrictions
  • Operational or technical issues
  • Other circumstances beyond Nilaura's reasonable control

We appreciate your patience in such circumstances.

Contact Us

For any shipping or delivery-related questions, please contact:

Nilaura Customer Support
Phone: +91 9643548000
Email: dm@nilaura.com

Our customer support team will be happy to assist you with your order and delivery-related queries.