Shipping policy

Last updated: July 11, 2026

This Shipping & Delivery Policy applies to orders placed through the official Thalen website operated by Ceven Bathworks Private Limited.

It explains how orders are processed, dispatched and delivered. It should be read together with our Terms of Service and Returns, Replacements & Refunds Policy.

1. Where We Deliver

We currently accept orders for delivery to serviceable addresses within India.

Delivery availability depends on:

the delivery postcode;
courier-serviceability;
the payment method selected;
the products included in the order; and
any temporary regional or regulatory restrictions.

If we are unable to deliver to the address provided, we will contact you using the information associated with the order.

International delivery will be available only where it is expressly offered on the website or during checkout.

2. Order Processing

Orders are generally processed and prepared for dispatch within 1–2 business days after:

the order has been successfully placed;
payment has been confirmed, where applicable;
any required cash-on-delivery verification has been completed; and
the delivery information has been verified.

Business days are Monday to Friday, excluding public holidays observed at our place of business or by the relevant shipping provider.

Orders placed on weekends or public holidays will ordinarily begin processing on the next business day.

Processing may take longer during:

product launches;
promotional events;
festive periods;
unusually high order volumes;
inventory verification;
extreme weather;
government restrictions; or
other circumstances outside our reasonable control.

If there is a material delay in processing your order, we will make reasonable efforts to inform you.

3. Estimated Delivery Time

After dispatch, orders are generally delivered within 3–7 business days for most serviceable locations in India.

Delivery to remote, rural or limited-service locations may take longer.

Delivery estimates are indicative and begin from the date of dispatch, not from the date on which the order was placed.

The actual delivery period may depend on:

the delivery location;
courier network capacity;
local serviceability;
weather conditions;
public holidays;
regional restrictions;
security or regulatory checks;
unsuccessful delivery attempts;
incomplete or inaccurate address information; and
events outside our reasonable control.

Where an estimated delivery date is displayed during checkout, in an order confirmation or on a tracking page, it is an estimate and not a guaranteed delivery commitment unless expressly confirmed by Thalen in writing.

4. Shipping Charges

Any applicable shipping charge will be displayed during checkout before you complete the order.

Shipping charges may vary depending on:

order value;
package weight or dimensions;
delivery location;
shipping method;
promotional offers; and
whether cash on delivery has been selected.

Where free shipping is offered, the applicable minimum-order value or promotional conditions will be displayed on the website or at checkout.

Shipping charges will not ordinarily be refunded merely because a customer changes their mind or refuses delivery.

Where a refund is approved because of an error attributable to Thalen, a defective product, non-delivery or another reason covered by applicable law, the relevant shipping charge will be handled in accordance with our Returns, Replacements & Refunds Policy.

5. Cash-on-Delivery Orders

Cash on delivery may be available for selected products, order values and serviceable postcodes.

Any applicable cash-on-delivery fee or partial caso-on-delivery conditions will be shown at checkout.

We may verify a cash-on-delivery order through:

telephone;
email;
SMS;
WhatsApp;
one-time password; or
another reasonable verification method.

We may cancel or place a cash-on-delivery order on hold where:

the customer cannot be contacted;
the order cannot be verified;
the address appears incomplete or incorrect;
the postcode is not serviceable for cash on delivery;
previous orders have repeatedly been refused or left unaccepted; or
there is reasonable evidence of misuse or fraudulent activity.

Please keep the correct order amount available when accepting a cash-on-delivery parcel, as the courier may not always be able to provide change or accept every form of digital payment.

6. Order Confirmation and Tracking

After placing an order, you should receive an order-confirmation message using the email address or mobile number supplied at checkout.

Once the order has been dispatched, tracking information will ordinarily be sent through one or more of the following:

email;
SMS;
WhatsApp;
the customer-account page; or
the courier’s tracking system.

Tracking information may take several hours to become active after dispatch.

If you have not received tracking information after the expected processing period, contact us at support@thalen.in with your order number.

7. Correct Delivery Information

You are responsible for providing complete and accurate delivery information, including:

recipient name;
building or house number;
street or locality;
city;
state;
postcode;
mobile number; and
any necessary landmark or delivery instruction.

Please review these details carefully before placing an order.

Thalen will not be responsible for delays or failed delivery caused solely by incorrect or incomplete information supplied by the customer. We will, however, make reasonable efforts to assist where an error is reported before dispatch.

8. Address Changes

To request an address correction, contact support@thalen.in within 2 business hours of placing your order.

Please include:

your order number;
the original delivery address; and
the complete corrected address.

We will attempt to update the address if the order has not yet been processed or dispatched.

Once an order has been handed to the shipping provider, an address change may not be possible. Where the courier permits an address modification, it may:

delay delivery;
require additional verification; or
result in an additional shipping charge.

We will not redirect an order to a materially different address after dispatch where doing so could create a fraud or security risk.

9. Delivery Attempts

The courier may contact you by telephone, SMS or another available channel before or during delivery.

Please ensure that:

the delivery telephone number remains active;
someone is available to receive the parcel;
building or security access is arranged where required; and
any delivery verification code is provided only to the courier at the time of delivery.

Courier companies may make more than one delivery attempt, but the number and timing of attempts depend on the shipping provider and location.

If delivery is unsuccessful, the parcel may be held at a local facility or returned to us.

10. Delivery to Another Person

A delivery may be treated as completed when the parcel is delivered to:

the named recipient;
another person present at the delivery address who reasonably appears authorised to accept it;
building reception, security or concierge personnel;
a neighbour, where authorised by the customer or courier process; or
another location specifically authorised by the customer.

Please avoid requesting that parcels be left unattended. Where you expressly instruct the courier to leave a parcel in an unsecured location, you accept the reasonable risks arising from that instruction, except where the loss is caused by the courier’s failure to follow the agreed instruction.

Do not share a delivery one-time password before physically receiving the parcel.

11. Split Shipments

Products within the same order may occasionally be dispatched separately because of:

product availability;
different fulfilment locations;
packaging requirements;
courier limitations; or
operational considerations.

Where an order is split:

you may receive more than one parcel;
each parcel may have a separate tracking number; and
the parcels may arrive on different dates.

You will not be charged additional shipping solely because Thalen has chosen to split an order after it was placed.

12. Delayed Shipments

Courier movement and tracking updates may occasionally be delayed.

If your order has not arrived within the estimated delivery period, please:

review the latest tracking update;
check whether the courier has attempted to contact you; and
contact us at support@thalen.in if further assistance is required.

We will make reasonable efforts to coordinate with the shipping provider and obtain an update.

A short delay beyond an estimated delivery date does not automatically mean that a parcel has been lost. Where the delay becomes excessive or the courier confirms that the parcel cannot be delivered, we will provide an appropriate resolution.

13. Lost Parcels

If tracking has not updated for an extended period or a parcel appears to have been lost in transit, contact us at support@thalen.in.

We may need to initiate an investigation with the courier before confirming that a parcel is lost.

If the shipping provider confirms that the parcel has been lost before delivery, we will ordinarily offer:

a replacement at no additional charge; or
a refund where a replacement is unavailable or otherwise appropriate.

We may not be able to issue a replacement or refund while the courier investigation remains open, but we will not unreasonably delay the resolution.

14. Tracking Shows Delivered but the Parcel Is Missing

If tracking shows that an order has been delivered but you have not received it:

check with other household members;
check with building reception or security;
review any delivery photograph or message provided by the courier;
check whether the parcel was left in an authorised location; and
contact us promptly.

Please notify us preferably within 24 hours of the delivery update so that we can raise the issue with the courier while delivery records are readily available.

We will review the available information and coordinate with the shipping provider. The appropriate resolution will depend on the investigation and the circumstances of delivery.

15. Damaged, Leaking or Tampered Parcels

Please inspect the outer parcel before accepting it wherever reasonably possible.

If the package appears:

visibly crushed;
torn;
open;
wet;
leaking;
resealed; or
materially tampered with,

you may refuse delivery and inform us promptly.

If you accept the parcel and later discover damage, breakage, leakage, a defect, missing contents or an incorrect product, email support@thalen.in within 48 hours of delivery.

Please provide:

your full name;
order number;
name of the affected product;
a description of the issue;
clear photographs or a short video;
a photograph of the shipping label; and
photographs of the external and internal packaging.

An unboxing video is helpful where available but is not mandatory.

Please retain the product and all packaging until we have reviewed the claim.

Approved claims will be handled under our Returns, Replacements & Refunds Policy. Once verified, an eligible replacement will ordinarily be dispatched within 24–36 business hours, subject to product availability and courier operations.

16. Failed Delivery and Return to Origin

A parcel may be returned to Thalen where:

the delivery address is incorrect or incomplete;
the recipient cannot be contacted;
delivery is refused;
the recipient is repeatedly unavailable;
cash on delivery is not paid;
the customer requests cancellation after dispatch;
the courier cannot access the delivery location; or
the parcel is not collected after being held by the courier.

This is commonly described as a “Return to Origin” or “RTO”.

If a prepaid order is returned to us, we may:

contact you to arrange redelivery;
request payment of an additional shipping charge where the failed delivery was caused by incorrect information or non-acceptance; or
cancel and refund the order after deducting reasonable outward and return shipping costs, where permitted by law and disclosed to you.

No deduction will be made where the failed delivery resulted from an error by Thalen or the shipping provider.

For cash-on-delivery orders that are repeatedly refused or not accepted, we may restrict cash-on-delivery availability on future orders associated with the same customer, telephone number or address.

17. Refused Deliveries

Refusing a parcel does not automatically create a right to a full refund.

Due to the personal and hygienic nature of Thalen products, orders cannot ordinarily be refused or returned merely because of a change of mind.

If you wish to cancel an order, contact us before dispatch wherever possible.

Where a parcel is refused because it is visibly damaged, open, leaking or materially tampered with, please notify us promptly so that we can investigate and arrange an appropriate resolution.

18. Product Availability After Ordering

Although we aim to maintain accurate inventory information, a product may occasionally become unavailable after an order is placed.

If this occurs, we may:

contact you with a revised dispatch estimate;
offer an appropriate alternative;
dispatch the available products separately; or
cancel and refund the unavailable product.

We will not substitute a materially different product without your agreement.

19. Events Outside Our Reasonable Control

Dispatch or delivery may be affected by events outside our reasonable control, including:

extreme weather or natural disasters;
strikes or transport disruption;
public-health restrictions;
government action;
regional shutdowns;
civil disturbance;
widespread telecommunications failure;
courier network disruption; or
other comparable events.

Where such an event occurs, we will make reasonable efforts to:

keep affected customers informed;
minimise the delay;
arrange an alternative shipping method where practical; or
cancel and refund an order that cannot reasonably be fulfilled.

20. International Shipping

Unless international delivery is expressly displayed during checkout, orders placed through the Indian Thalen website are intended for delivery within India.

Where international shipping is offered:

delivery periods will vary by destination;
customs clearance may cause delays;
import duties, taxes and handling charges may apply;
the recipient may be required to provide identification or customs information; and
restricted or prohibited cosmetic ingredients or package sizes may differ between jurisdictions.

Any responsibility for import duties or taxes will be disclosed during checkout or in the applicable international-shipping terms.

International customers should review local import requirements before ordering.