Shipping, Returns, Exchanges & Cancellation
At DEHI, each piece is thoughtfully prepared and checked before it reaches you. Please read the following policies carefully before placing your order.
1. Shipping & Delivery
We aim to dispatch your order within 8–10 days of placing the order. Once dispatched, delivery usually takes an additional 3–4 days, depending on your location and courier serviceability.
Our team may reach out for order confirmation, measurements or any additional information required to prepare your order.
If there is a delay from our end that affects the committed timeline, our team will contact you to reconfirm your availability before dispatch.
2. Incorrect or Incomplete Shipping Details
Customers are responsible for providing a complete and accurate shipping address, pin code and contact number while placing an order.
If you notice an error in your shipping details, please inform us before the order is dispatched so that our team can try to update them.
For prepaid orders, if incorrect or incomplete shipping information provided by the customer results in failed delivery or the shipment being returned to us (RTO), the order will not be eligible for a refund.
If you would like the order to be re-shipped, additional shipping charges will need to be paid before re-dispatch.
3. Failed Delivery, Re-shipping & RTO
COD Orders
If a COD order is returned to us (RTO) because the customer refused delivery, was unavailable, or the delivery could not be completed after reasonable delivery attempts, we can re-ship the order upon request.
For re-shipping, we require an advance payment of 10% of the order value to reconfirm the order and ensure acceptance upon re-delivery.
The remaining amount can be paid via COD at the time of delivery.
Prepaid Orders
If a prepaid order is returned to us because the customer was unavailable, refused or could not accept delivery, or because incorrect/incomplete shipping information was provided by the customer, the order will not be eligible for a refund.
The order can be re-shipped upon request. Additional shipping charges will need to be paid before re-dispatch.
If a delivery failure or RTO occurs due to an error from DEHI or our delivery partner, we will take responsibility for resolving the issue and the customer will not be charged additional shipping costs.
4. Urgent Shipping
We offer urgent shipping for select orders, subject to product readiness and courier availability.
If you need your order by a specific date, please inform us as early as possible, preferably while placing the order or immediately afterwards.
Please avoid waiting until close to the scheduled dispatch date to request urgent delivery. Last-minute requests may require changes to our production and shipping schedules and may not always be possible to accommodate.
An urgent delivery timeline should be considered confirmed only once our team has explicitly confirmed it with you.
Urgent shipping charges are calculated based on the package's actual weight and delivery pin code and will be shared with you before dispatch.
RETURNS, EXCHANGES & STORE CREDIT
5. Return, Exchange & Store Credit Timelines
We offer:
Return for Refund: Request within 48 hours of delivery.
Exchange: Request within 7 days of delivery for a different size or a different product, subject to availability.
Store Credit: If the 48-hour refund window has passed, you may request store credit within 7 days of delivery.
The 48-hour return window is calculated from the delivery date and time recorded by the courier partner. It does not begin from the following day or from when the package is opened.
6. How to Initiate a Return or Exchange
You can initiate a return or exchange through any of the following:
- Log in to our website and submit a return/exchange request
- Email us at wecare@thisisdehi.com
- WhatsApp/message us at +91 98104 49636
- DM us on Instagram at @thisisdehi
Please ensure that your request reaches us within the applicable return or exchange timeline.
Once your request is approved, we will arrange a reverse pickup wherever reverse pickup service is available.
7. Condition of Returned / Exchanged Products
Returned or exchanged products must be:
- Unworn and unused
- Unwashed
- In their original condition
- Returned with the original tags intact
Products that do not meet these conditions may not be eligible for a refund, exchange or store credit.
We recommend taking a photograph of the garment before handing it over to the courier partner. Third-party logistics partners occasionally handle multiple return shipments, and having a photograph helps us resolve any discrepancy if one arises.
8. Reverse Shipping
For returns, reverse shipping charges will be deducted from the refund amount as per the actual courier cost incurred for the pickup.
The amount may vary depending on the package weight, pickup pin code and courier charges.
For exchanges, reverse shipping is complimentary.
If Reverse Pickup Is Unavailable
We try to arrange reverse pickups for all eligible returns and exchanges. However, reverse pickup services may not be available for certain pin codes.
In such cases, we may request you to self-ship the product back to our warehouse.
Please contact our team and confirm the shipping method and return address before shipping the product back to us.
Please do not self-ship a return or exchange without first confirming the details with our team.
9. Refund Processing
Refunds are processed once the returned product reaches our warehouse and completes our quality check.
Please allow us up to 72 hours from the time we receive your returned package to complete the quality check and initiate your applicable refund.
For faster refunds, we recommend sharing your UPI details with our team. UPI refunds generally help avoid potential delays associated with banks or payment gateways.
Alternatively, for prepaid orders, the refund can be initiated to the original payment method wherever possible. Once initiated by us, the time taken for the amount to reflect may depend on your bank or payment provider.
For COD orders, please share your UPI details with our team for the refund.
Any applicable reverse shipping charges, bundle discount adjustments or other deductions applicable under this policy will be adjusted from the final refund amount.
10. Bundle Discounts & Partial Returns
Bundle discounts are applicable only when the required number/products qualifying for the bundle offer are retained.
If one or more products from a bundle are returned and the remaining order no longer qualifies for the original bundle discount, the bundle discount will be removed.
The products retained by the customer will be recalculated at their applicable full selling price, and the refund amount for the returned product(s) will be adjusted accordingly.
Applicable reverse shipping charges will also be deducted from the final refund.
11. Sale Items
Sale items are not eligible for returns or refunds.
Sale items are eligible for an exchange within 7 days of delivery, subject to availability.
All other exchange conditions under this policy continue to apply.
12. Exchange on Exchanged Items
Products received as an exchange are not eligible for another exchange, return or refund.
An exception will be made if the incorrect product/size was sent or there was an error from DEHI's end.
CUSTOMISATION, FIT & PRODUCT ISSUES
13. Customised & Altered Orders
Any garment made or altered according to customer-requested measurements, length, fit or other specifications will be considered a customised order.
For customised orders, our team will share a photograph showing the relevant garment measurements based on the measurements provided by the customer.
Please carefully review the photograph and measurements and confirm them with our team before dispatch.
Once the measurements have been confirmed and the garment has been customised accordingly, the product will not be eligible for return or exchange.
Customised products remain eligible for further alterations where feasible.
If there is an error in the measurements or customisation from DEHI's end, we will rectify the issue.
14. Size & Fit
Our website size chart refers to body measurements and not finished garment measurements.
Every garment requires a certain amount of ease for movement, comfort and breathability. Finished garment measurements will therefore generally be larger than the corresponding body measurements and may vary depending on the intended fit and silhouette.
A difference between the body measurement mentioned on our size chart and the physical garment measurement does not, by itself, indicate an incorrect size.
If you are unsure about your size or require a particular fit, please contact our team before placing or customising your order. We will be happy to assist you.
15. Damaged, Defective or Incorrect Products
Please inspect your order once you receive it.
If you receive a product that is damaged, defective, incorrect, or different from what you ordered, please contact us as soon as possible, but within 48 hours of delivery, and share clear photographs/videos showing the issue.
Our team will evaluate the concern and assist you with the appropriate resolution.
If the issue occurred due to an error from DEHI's end, DEHI will bear the applicable reverse shipping cost and rectify the issue.
CANCELLATIONS
16. Cancellation Policy
Once an order has been placed, cancellations are not allowed.
If you change your mind before dispatch, you may request:
- Store credit, or
- An order change to another size or style, subject to availability.
An order change is considered confirmed only once it has been approved by our team.
Exception: Delay From Our End
If we are unable to meet the committed delivery timeline due to a delay from DEHI's end, we will contact you to confirm your availability.
If the revised timeline does not work for you, the order will be eligible for cancellation and refund upon request.
17. Quick Reference
Return: Within 48 hours of delivery
Exchange: Within 7 days of delivery
Store Credit: Within 7 days of delivery if the refund window is missed
Return Reverse Shipping: Actual courier charges deducted
Exchange Reverse Shipping: Complimentary
Sale Items: Exchange only; no returns
Customised Items: No return/exchange; alterations available
Exchange-on-Exchange: Not allowed unless there is an error from DEHI
Refund Processing: Up to 72 hours after the returned package reaches us for QC
Urgent Orders: Must be confirmed by our team
COD RTO Re-shipping: 10% advance payment required
Prepaid Customer-Caused RTO: No refund; re-shipping available at an additional shipping charge