Shipping policy
SHIPPING POLICY
Thank you for shopping with Wilto.
Wilto is an online retail business based in Bengaluru, Karnataka, India and serves customers in supported international markets.
Order Fulfillment
Wilto works with third-party logistics, fulfillment, warehousing, and shipping partners to deliver orders.
As a result, an order may be:
- processed outside India;
- shipped from a warehouse outside India;
- shipped directly from an international fulfillment location; or
- delivered in more than one package.
The shipping origin of a product is not necessarily Wilto's business location.
Processing and Shipping Times
Processing and shipping times vary depending on:
- the product;
- inventory availability;
- fulfillment location;
- destination country;
- shipping method;
- carrier operations;
- customs processing; and
- other circumstances outside our direct control.
Where a specific shipping or delivery estimate is displayed on the product page, at checkout, in an order confirmation, or otherwise communicated by Wilto, that estimate should be used as the applicable estimate for that order.
Delivery estimates are estimates unless we expressly state that a particular delivery date is guaranteed.
We will not intentionally advertise shipping times that we do not reasonably expect to meet.
If no shipping timeframe has been specifically provided, orders will be handled in accordance with applicable law.
If we become aware that an order cannot be shipped within a promised or legally applicable timeframe, we may contact the customer with an updated estimate and provide any cancellation or refund option required by applicable law.
Tracking
Where tracking is available, customers may receive tracking information after the order has been processed and dispatched.
Tracking information may take some time after shipment to begin showing movement.
Carrier tracking systems are operated by third parties, and occasional delays in tracking updates do not necessarily mean that the shipment has stopped moving.
Multiple Packages
Orders containing multiple products may arrive separately.
Products may be:
- stored at different warehouses;
- processed by different fulfillment facilities; or
- handled by different shipping carriers.
Receiving one package does not necessarily mean that the remainder of the order has been lost.
International Orders
International orders may cross customs borders.
Customers are responsible for providing accurate information necessary for delivery and customs clearance.
Products may be subject to:
- customs duties;
- tariffs;
- import taxes;
- brokerage charges;
- processing fees; or
- similar government or carrier charges.
Unless the checkout page expressly states that applicable duties and import charges have been collected or included, these charges may be payable by the recipient.
Such charges are determined by governments, customs authorities, and/or carriers and are not necessarily controlled by Wilto.
Customers should consider possible import charges before ordering internationally.
United States Orders
Orders shipped into the United States may be subject to applicable customs duties, tariffs, taxes, processing charges, or other import requirements based on factors such as:
- country of origin;
- product classification;
- product value;
- applicable tariff rules; and
- shipping method.
Where those charges are not expressly collected at checkout, the customer may be responsible for them.
Customs Delays
Customs inspections and clearance procedures can sometimes delay international shipments.
Wilto cannot control the speed at which customs authorities inspect or release a shipment.
However, if a shipment becomes materially delayed, contact us and we will review the available tracking and fulfillment information.
Incorrect Shipping Address
Customers are responsible for entering a complete and accurate shipping address during checkout.
If you notice an error, contact:
as quickly as possible.
We will attempt to correct the address before fulfillment, but we cannot guarantee changes after processing begins.
Where permitted by law, additional shipping costs caused by an incorrect address supplied by the customer may be the customer's responsibility.
Failed Delivery
Customers should monitor tracking information and cooperate with reasonable delivery or customs requirements.
If a package is returned because of:
- an incorrect customer-provided address;
- repeated unsuccessful delivery attempts;
- failure to collect the package; or
- refusal to complete required customs procedures,
we will review the situation individually.
Any refund or reshipment may take into account actual non-recoverable shipping, customs, or return costs where permitted by applicable law.
Lost or Damaged Shipments
If tracking indicates a serious delivery problem, or your shipment arrives damaged, contact us promptly at:
Include your order number and any relevant photos, video, or tracking information.
We will investigate the shipment with the relevant fulfillment or shipping partners and provide an appropriate resolution.
Delivery Responsibility
Once an order is placed, Wilto remains responsible for handling customer service related to the transaction.
Using third-party warehouses, carriers, or fulfillment providers does not require the customer to resolve an eligible claim directly with those providers.
Customers should contact Wilto for assistance.
Contact
Shipping questions:
We aim to respond within 24 hours.