Shipping & Delivery

1When your order is dispatched

Orders paid before 4pm IST on a working day are packed and handed to the courier the same evening; everything else goes out the next working day. Our dispatch window is 24 hours, Monday to Saturday.

We pack in Srinagar, not from a third-party fulfilment centre, which is why a shirt leaves folded over tissue with its spare buttons in the pocket and an overcoat leaves with its handloom tag still on the cuff. It also means Sunday is genuinely closed.

• In-stock items: dispatched within 24 hours.
• Made-to-measure and commissioned pieces: the lead time is printed on the product page — typically 7 to 21 days for a made-to-measure overcoat.
• Monogrammed shirts and cuffs: add 2 working days for the embroidery.
• Free hemming before dispatch: add 1 working day if you ask us to take a 40-inch hem down to your own measurement.

Public holidays in Jammu & Kashmir, and the two or three days each winter when the Srinagar – Jammu highway closes for snow, are the only routine exceptions. When that happens we email everyone with an order in the queue rather than letting the tracking go quiet.

2How long delivery takes, by region

Delivery takes 2–3 working days to Indian metros, 3–5 to other Indian cities and towns, 5–7 to the North-East, Ladakh and the islands, and 6–12 working days internationally.

The clock starts on the day of dispatch, not the day you order, and counts working days only — Sundays and public holidays do not count. Every estimate below is what the courier network actually achieves for us, not the best case printed on their rate card.

These are estimates, not guarantees, and the Terms & Conditions say so. If a parcel is more than three working days past the top of its range, write to us: we open a trace with the courier and, if it cannot be found, we reship or refund without waiting for their claim to conclude.

3What shipping costs

Delivery is free on Indian orders of ₹1,499 or more. Below that it is a flat ₹79, express is ₹199, and cash on delivery adds a ₹49 handling charge.

The free-shipping threshold is applied to the subtotal after any coupon is deducted, so a ₹1,600 bag with a 10% code falls below it. The bag shows exactly how much more you need to add before the discount is applied, so nothing is a surprise at the payment step.

4Tracking your parcel

Every shipment gets an AWB number, sent by SMS and email within minutes of dispatch, and tracking goes live 6–8 hours later once the courier scans it into their first hub.

1. Order confirmed — an acknowledgement email with your order id.
2. Dispatched — an email and SMS carrying the AWB number and the courier’s name.
3. In transit — scans appear on our tracking page and in your orders.
4. Out for delivery — an SMS on the morning of the attempt, with the rider’s number where the courier shares it.
5. Delivered — a confirmation email with the proof-of-delivery reference.

If the AWB shows no scan 24 hours after dispatch, that usually means a mis-scan at the origin hub rather than a lost parcel. Send us the order number and we chase the hub ourselves; you should not have to sit in a courier call queue for a parcel we sent.

5Failed deliveries and undelivered parcels

Couriers attempt delivery three times on three consecutive working days. After the third failure the parcel returns to Srinagar, and we refund the item value less the actual return freight.

Before every attempt the courier calls the phone number on the order, so give a number that will be answered. The most common reasons a delivery fails are an unreachable phone, an office address at the weekend, and a gated society that will not accept a parcel without the resident present.

• Refused at the door. Treated as a return; the item value is refunded less the return freight.
• Address incomplete or wrong pincode. We call and email you for a correction; the parcel is held at the hub for 5 days before it comes back.
• Cash on delivery not paid. The parcel returns and the COD handling charge is not refundable. Repeated refusals disable COD on the account.
• Customs duty unpaid on an export. Treated as an undelivered parcel; the return freight and any duty already incurred are deducted from the refund.

A returned parcel takes roughly a week to reach Srinagar. We inspect it, confirm the tags are still attached, and refund within three working days of that inspection.

6How we pack, and what travels well

Shirts and tees travel folded over tissue in a rigid carton; an overcoat, a tweed jacket or a pattu overcoat travels flat in cotton muslin; nothing ships in single-use plastic.

Every garment leaves with its tags on and a spare button, or a length of matching yarn on a knit, in a small paper envelope, so one loose stitch never has to become a return. Those tags are also what the Returns Policy relies on: a garment with its tags still attached is returnable, one without them is not.

Overcoats, tweed jackets and pattu overcoats are photographed with their handloom tags before packing, and shipped signature-on-delivery with full insurance at our cost. If a parcel arrives visibly damaged, note it on the courier’s sheet and photograph it before opening — that is what lets us claim, and it is the first thing our damaged-item process asks for.

Outer cartons are recycled kraft, the void fill is shredded paper, and the tape is paper-based. The only plastic in the box is the thin sleeve that keeps a pressed shirt dry through a monsoon leg of the journey, which we have not yet found an honest replacement for.

7International shipping, customs and duty

We ship to 42 countries by DHL Express. Import duty, destination taxes and brokerage are payable by you on delivery, and are never included in the price you paid us.

Every export parcel carries a commercial invoice with the true description and value, plus the fibre-content and origin declarations that woollen shipments need. We do not under-declare value or label a purchase as a gift: a seized parcel costs you far more than the duty would have.

Sheep wool, lambswool and raffal are animal fibres and some countries ask for a declaration of species and origin; we include it. Shahtoosh is illegal everywhere and we have never sold it — any woollen described as shahtoosh is either mislabelled or a wildlife crime.

8Pincode serviceability and address changes

Check your pincode on any product page before you buy: it tells you the courier, the expected date and whether cash on delivery is available there.

About 26,000 Indian pincodes are serviceable for prepaid delivery and around 20,000 for cash on delivery. Where no private courier goes, we ship by India Post registered parcel, which is slower but reaches almost everywhere.

Address changes are free before dispatch — email support@aimscraft.com with the order number. After dispatch, a same-city redirection is usually possible; a different state normally means the parcel comes back to Srinagar first and is reshipped, and we will tell you the cost before doing anything.

9Questions we get asked about delivery

The six questions that fill our inbox every week, answered with real numbers.

10The rest of the small print

These five documents are written to be read together: the terms govern the sale, the privacy and cookie policies govern your data, and the shipping and returns policies govern the parcel.