SHIPPING POLICY

While we try to ensure that your order is fulfilled as soon as possible, we place higher importance on the health and morale of our work family. We do not believe in creating pressure or stressful work conditions by rushing orders. We want to ensure that the Set Free Store creates a positive and joyous experience for everyone involved – our customers, followers, employees, and partners.  Additionally, we value the quality of our work, and rather than try to deliver something quickly that may not meet our own quality standards, we aim to check and ensure that we deliver a great product to you every time.

The average production time is usually 5 business days. For framed products, production may take longer in order to ensure a high-quality product. For customized products, the time required to incorporate your design and produce your product could be longer than readily available items.

Shipping times depend on the location from where we source your particular product as well as your delivery location. We offer express and standard shipping, whenever available. At certain times, a particular shipping option may not be available based on the operations of our shipping partners. International shipping may take between 10 to 20 business days (excluding circumstances beyond our control – for example lock-down restrictions, natural disasters etc.) depending on the shipping speed and destination.

We work with partners who have facilities all around the globe to provide the quickest and most efficient fulfillment experience.

An additional customs fee can occur on international orders. This fee is by your local customs office and not within our purview. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

If your order seems delayed, please check the following:

  • Check your shipping confirmation email for any mistakes in the delivery address.

  • Ask your local post office if they have your package.

  • Check with your neighbors in case the courier left the package with them.

 

Note: In some countries, package theft is an issue. Please ensure you or an authorized person is available to receive your package at the delivery address provided.

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at setfreestore@gmail.com

If you have provided a wrong delivery address or made a mistake in your delivery address and the goods could not be delivered, we cannot be held responsible for the non-delivery of the items. When the goods are returned, we can arrange for them to be sent to you again. The cost of shipping the items again to the new or corrected address will need to be borne by you.

RETURN & EXCHANGE POLICY

Refunds are offered to customers that receive the wrong items or damaged items. Please contact us at setfreestore@gmail.com with photos of the wrong/damaged items and we will do our best to sort out the issue for you.

We work round the clock to ensure that you receive the best product and experience. If your product arrives damaged or defective or in the rare case that you receive a different product from what you ordered, you may return it within seven days of receipt by contacting us via email and sending us images of the damaged product or wrong order. In such instances, we will endeavor to send you a replacement or refund the payment. If 7 days have elapsed since the receipt of your purchase, we regret that we are not in a position to offer you a refund or replacement.

The order must be returned to us in original packaging with the seal and price tags intact. When returning products, it will be your responsibility to ensure that the products are not damaged in transit and are in good condition when received by us. We can only accept returns of products that have not been tampered with, are sealed and remain in the original packaging with price tag intact and in the same condition that you received from us. If all these conditions are met, please ship your products back to us using a registered courier service and we will make a replacement or issue a full refund.

Please note that we reserve the right to refuse any returned shipments if the product has been used or tampered with. Shipping & Handling fees are non-refundable.

Refunds vary according to the original mode of payment used by the customer to make the purchase and will be credited via the same mode. For credit or debit card, please note that this can take up to 45 days to appear in your account depending on the issuing bank of the credit card. Please allow up to 2 working days for processing once we have received your returned item to issue the refund.

Partial Returns/Refunds: If you ordered multiple items in an order and you face any of the above issues on 1 or more products, but not in all of the items on your order, we will issue replacements or refunds accordingly for the requested items. Refunds in this scenario will only be issued in the form of Gift Card Credit, irrespective of the original payment method. All Gift Cards have a validity of 1 year from the date of issue.

Exchange Policy: In principle, exchanges are not offered on completed purchases. However if you believe there are special circumstances regarding your order, we will consider on a case to case basis. Please contact setfreestore@gmail.com and we will do our best to help.