Shipping and Returns Policy

How long delivery takes, what it costs, and what happens when a box does not arrive in the condition it left the orchard in.

Last updated 27 July 2025 · Version 1.3 · Applies to ambertalefarms.com

1. Delivery areas and timeframes

We currently deliver across India. Delivery times vary based on your location, weather conditions and product availability. The windows below run from the day your order is dispatched, not the day it is placed.

Standard delivery:: 7 to 8 business days after dispatch. Complimentary on every order.
Express delivery:: 3 to 4 business days after dispatch. ₹149.

Please note. These are estimates and are not guaranteed. Deliveries travel by road and air freight alongside everything else in the country, so festivals, weather in the hills and carrier backlogs can all move the date.

2. Delivery charges

Standard delivery is complimentary on all orders across India, with no minimum order value. Charges apply only where you select express delivery at checkout.

Standard delivery:: Free, to all serviceable pin codes in India.
Express delivery:: ₹149, available for selected pin codes and shown at checkout.

3. Order processing

Once your order is placed and payment is confirmed, our team prepares it by hand to ensure it arrives in perfect condition.

We send an email confirmation as soon as your order is placed
Orders are picked and packed within 24 hours on business days
Tracking details are sent when your order leaves us
An SMS alert is sent on the day of delivery

4. Delivery conditions

A few conditions apply to every delivery. Please read them before your order is dispatched.

Someone must be available to receive the delivery
Proper identification may be required for delivery verification
We will attempt delivery two or three times before returning the products to us
The delivery address cannot be changed once an order has been shipped
Delivery times are estimates and are not guaranteed
Delays may occur due to weather, festivals or other circumstances beyond our control

5. Tracking your order

You can track the status of your order in real time through our website. A tracking link is sent to you by email and SMS once your order has been dispatched.

Most deliveries are completed within the estimated timeframe. If yours has not moved for more than 48 hours, contact us with your order number and we will follow it up with the carrier on your behalf.

6. Return eligibility

Apples are perishable, and once a box has left the orchard it cannot be returned to stock. Returns are therefore accepted only where something has gone wrong with what we sent you, and not on a change of mind.

6.1 Eligible for return

Products received damaged or spoiled
Products significantly different from their description
Incorrect products delivered
Quantity discrepancies
Quality issues, such as visible mould or extreme bruising

6.2 Not eligible for return

Personal taste preferences
Minor cosmetic imperfections, which are natural on fruit grown without wax
Product consumed beyond a small sample
Requests made more than 24 hours after delivery

Our quality guarantee. We stand behind the quality of what we grow. If a box arrives in a condition we would not have accepted ourselves, we will make it right, by replacement or by refund.

7. Raising a claim

To initiate a return, contact our customer service team within 24 hours of delivery. We will guide you through the process and arrange collection where that is necessary.

Contact us by email or WhatsApp, within 24 hours of delivery
Provide photographs and details of the issue
Our team reviews your claim within 24 to 48 hours
You receive a refund or a replacement, based on the assessment

Important. Please do not discard the products before our team has assessed your claim. Photographic evidence of the issue is required for all return requests.

8. Refunds

Once your return is approved, we process the refund promptly. How long it then takes to appear depends on your bank or payment provider.

8.1 Refund timeline

Return approval:: 1 to 2 business days after the claim is submitted
Refund processing:: 2 to 3 business days after approval
Credit and debit cards:: 5 to 7 business days to appear in your account
UPI and wallets:: 1 to 3 business days to appear
Store credit:: Available immediately upon approval

8.2 Refund methods

Your original payment method, which is the default option
Store credit, with 5% bonus value
Replacement products, where available

9. Cancelling an order

We understand that circumstances change after an order is placed. Because preparation begins shortly afterwards, however, the window for cancelling is short.

Orders can be cancelled within 1 hour of placement, with a full refund
Cancellation is only possible before order processing begins
Once an order has been packed or shipped it cannot be cancelled
Cancellation requests must be made through our website or to customer service
Refunds for cancelled orders are processed within 5 to 7 business days

10. Common questions

Short answers to the questions customers ask most often. The sections above are the full policy.

How long does shipping take?

Standard delivery takes 7 to 8 business days after dispatch, and express delivery 3 to 4 business days. Weather conditions and seasonal factors may affect these times.

Do you offer complimentary delivery?

Yes. Standard delivery is complimentary on every order across India, with no minimum order value.

Can I return apples if I don't like them?

Because fresh produce is perishable, and under food safety regulations, we do not accept returns for reasons other than quality issues. All sales are final unless the products arrive damaged or spoiled.

What happens if my apples arrive damaged?

Contact us within 24 hours of delivery with photographs of the products. We will assess the claim and provide a replacement or a refund.

How do I track my order?

Once your order is shipped you will receive a tracking number by email and SMS, which you can use to follow the delivery in real time.

Do you deliver on weekends?

We deliver on weekends in most metro cities, though weekend delivery is not available in every location. Available slots are shown during checkout.

What payment methods do you accept?

We accept all major credit and debit cards, UPI, net banking and digital wallets. All payments are processed through secure, encrypted payment gateways.

If your question is not answered here, write to ambertalefarms@gmail.com and we will answer it directly.

11. Contact us

For anything concerning a delivery in progress, or to raise a quality claim, please contact us. Claims must be raised within 24 hours of delivery. WhatsApp is usually the fastest route, because you can send photographs directly.

Email:: ambertalefarms@gmail.com
WhatsApp:: +91 79831 31602
Registered address:: Ambertale Farms, Shimla, Himachal Pradesh, India, 171001
Hours:: Monday to Friday, 9:00 AM to 6:00 PM IST