Shipping & Delivery Policy

1. Do you ship to my city?

• We currently ship to Agra, Ahmedabad, Ajmer, Allahabad, Anand, Aurangabad, Bangalore, Belgaum, Bharuch, Bhubaneshwar, Chennai, Coimbatore, Delhi, Faridabad, Ghitorni, Gorakhpur, Gurgaon, Hyderabad, Indore, Jaipur, Jammu, Jamshedpur, Kanpur, Kolkata, Lucknow, Ludhiana, Mumbai, Noida, Panchkula, Patna, Puducherry, Pune, Raipur, Ranchi, Surat, Thane, Vadodara.
• However if we do not deliver in your region/city and you would like to purchase a Durian Product you can contact us and the team will work on a suitable solution and communicate the same to you within 1 - 3 working days.

2. Are there any shipping charges or any other installation charges?

• Shipping and delivery is free of cost for products ordered online on www.durian.in.
• A nominal delivery charge may apply to certain products ordered in-store at the store manager's discretion.

3. What is the estimated delivery time?

• While placing an order please input your pincode to see the estimated delivery time.
• The estimated delivery time is based on product availability and your location.
• Products are habitually dispatched within a day of order confirmation.
• In case you are opting for Bajaj Finance EMI options, date of delivery will be calculated 21 days from the date of Delivery Order (DO) released by Bajaj Finance.
• Please do get in touch with us on 18002093242 in case you have any other queries.

4. How do I track my Order?

• You can now track your order in real time by logging into your Durian account.
• We have an easy infographic within the "My Order" section which shows on a linear timeline till where the order has been processed.

5. How do I know when my product is arriving?

• All products except workspace chairs are shipped to the local sorting facility. Upon their arrival a support executive will get in touch with you to set an appointment that's convenient for you.
• Workspace chairs get shipped to you directly by courier.
• A tracking number for the package will be given to you upon its dispatch. You can track the package using the same.

6. How is the furniture delivered to me?

• We offer personalised delivery of your furniture through our team who will come in, unpack, assemble and clean up your space once your furniture is setup.

7. Will my furniture fit in my space?

• Yes, we are sure all our furniture will fit into your space! However, if you are in doubt, please call our helpline and we will take care of the same. We provide accurate measurements for our furniture. For all products that require installation, kindly decide prior to the delivery team's visit on the exact location in your house where you would want to place your product.

8. I live on the 25th floor and I have a small elevator. How will my sofa be delivered to me?

• We have delivered furniture to over a million homes and we assure you that your product will be delivered to your space. In such circumstances do get in touch with us prior to your delivery and we will devise a solution to get your furniture to you.

9. What should I do when my product arrives?

• When your product arrives, check all external surfaces across the product for any breakages, cracks, chip-offs, unfinished patches, or borer / insect infestations. If this is the case we will take care of it immediately. Once the product is delivered and our delivery team leaves your location, we will be able to only honour manufacturing defects and other fair usage breakages as outlined in the warranty policy.

10. What happens if I receive a damaged product?

• If your product arrives and you find something wrong with it, bring it to the attention of our technician. We will fix it or replace it immediately for any minor issues. If there is a serious issue with the furniture you ordered please do contact us on our toll free number and we will replace the same for you.

11. What if my product doesn't arrive on time?

• In some rare and extreme cases delivery may be delayed. If this does happen we will update you with the progress periodically. You can also track the status of your parcel by logging into your account on the website.
• We are shipping as per the latest government guidelines. In case of order cancellation, cancellation charges up to 100% may be levied.

12. What happens if I miss my delivery?

• We ensure that our technician will call you to fix your appointment. Due to unforeseen circumstances, if you happen to miss your delivery our technicians will leave you a message and reschedule a delivery for the same. A rescheduling of an appointment may incur an additional transportation fee.

13. Returns and Cancellations

Cancellation Policy

• Order booked once, cannot be cancelled, unless cancelled within One (1) hour of receipt of an order. No cancellations beyond the stipulated period of One hour shall be allowed. No amount shall be refunded.

Return Policy

• Products are sold on a non-return basis and unless damaged, different or incorrectly delivered cannot be returned.
• All returns must receive prior approval of the Company. A re-stocking fee of 15% applies to all Goods returned unless damaged, faulty or incorrectly delivered.
• Eligibility of Return — Damaged: In an unlikely event that any product ordered is not received in good condition and is damaged beyond repair. Difference: In case the item delivered is different from the original item ordered (wrong SKU).
• Not Eligible for Return — Relocation: Durian will not be responsible for any damage during subsequent dismantling for relocation. Self-Assembly: If the customer installs the product themselves or using an unauthorised 3rd party vendor.
• Process: For Company Installed Products, at the time of delivery the customer must make a video of the damaged/different product in the presence of Durian Technician. For DIY products, make a video unboxing the product from the original package. Submit the Video/Images and Invoice Details on [email protected] or call 18002093242.
• After your ticket ID is created it will go in evaluation process taking 7 working days. Return pick-up will be scheduled post evaluation.
• Variations due to natural characteristics of Material: Wood and leather are natural materials. Complete elimination of colour, texture, grain variations may not be possible and DURIAN shall not be liable.
• Tolerance: All our products are made with tolerance of (+/- 10mm) in dimension and size. If delivery is refused because item(s) cannot fit into the home, the customer is responsible for any/all return costs as well as a 25% restocking fee.

14. Shipping T&C

• The customer is not eligible for free delivery once the Eway bill ship date expires. The customer picks up the product from the showroom at own expense. Order cancellation is not allowed.