General

Delivery time for products is a minimum of 5 days and a maximum of 7 days.

Products will be shipped to an address designated by you, if applicable, so long as the address provided is complete. All transactions are made pursuant to a shipping contract, and, as a result, risk of loss and title for products pass to you upon delivery of the products to the carrier.

We take no responsibility for goods signed by anyone other than the person who placed the order. Since transactions are authorized by the cardholder, Hellome is not responsible for incorrect addresses provided at the time of placing the order. Deliveries will NOT be redirected or redelivered to any other address under any circumstances.

The selected product will be delivered only to the city marked as “available” on our website.

Hellome shall not be held responsible for any product damage after delivery.

If an order is cancelled, lost, or undelivered to your preferred location, we will refund the full order amount, including any shipping charges paid online.

If you return an order that was delivered to you, order shipping charges will not be refunded. For accounts that violate our Fair Usage Policy, a delivery charge of Rs. 149 will be levied on all future orders, regardless of order value.

Order value is calculated after applying discounts, VAT, GST, or any other applicable charges.

Fair Usage Policy

We work hard to offer the best experience to our customers. However, some accounts misuse our liberal return policy by frequently returning items or refusing shipments. This limits the availability of products for genuine buyers.

To protect the rights of all customers, we reserve the right to:

  • Collect shipping charges on all orders

  • Disable Cash on Delivery (COD) for accounts with high return or refusal rates

Order Status

You can check your order status by visiting the “Orders” section under the Account Menu on our website.

Delivery to Pin Code

You can check whether Hellome delivers to your PIN code using the courier serviceability tool on the cart page. Tap on “Calculate Shipping” and enter your area PIN code in the respective field to view standard shipping availability.

Our list of serviceable PIN codes is frequently updated, so if we do not currently deliver to your area, check back soon.

Delivery

All orders placed on Hellome are dispatched via trusted courier partners such as Shiprocket and DHL. A tracking number will be shared with you once the parcel is dispatched. You will receive regular updates on your order status and estimated delivery time via email and SMS.

Change of Delivery Address

You can update your shipping address before dispatch by contacting our Customer Care team. Additional charges may apply, if any.

Damaged Parcels

If your parcel appears tampered, pilfered, or leaked, please contact us within 48 hours of delivery. Claims beyond this time frame may not be entertained.

Please follow the steps below during the investigation:

  • Do not use the product in question

  • Provide a short written explanation of the issue

  • Share clear photos of the packaging and all sides of the parcel, especially the tampered/damaged areas

  • Retain the product and its packaging for 3–4 days post-delivery, as we may need to collect it for further examination

Refunds for prepaid/COD orders will be processed only after investigation. You may not be eligible for a refund under the following conditions:

  • Inadequate information provided

  • Delay in reporting pilferage or leakage

  • Disposing of the packaging before the investigation is complete

Self-Shipping of Return Products

You may return items via any reliable courier partner. For all self-shipped returns, Hellome will reimburse your shipping costs, subject to the following conditions:

  • Share the scanned courier receipt with our support team through the “Contact Us” section

  • The courier receipt must include:

    • Shipment weight

    • Origin and destination addresses

    • Shipment date

    • Charged amount

  • The courier charges must be in line with standard rates and will be verified with the courier company

Reimbursement is subject to successful inspection and approval of the returned items upon receipt.