Domestic Shipping :

We offer to ship anywhere in India.
We take utmost care in the shipping of your products. Please allow us 1-3 working days to make all procedures smooth and easy for your order to be dispatched. Normally orders placed before 12 pm on a business day aim to ship the same day, providing card security checks are complete, the payment received, and stock availability is confirmed. Orders placed after 12 pm will be shipped the very next business day. Orders Received on Sunday or during Holidays are dispatched the following Monday or the next working day.

During busy times, such as holiday periods, there could be a long processing time and shipping delays, so please bear with us.
Since we do not use Speed Post services, the orders cannot be shipped to PO boxes or military addresses until there is a particular courier service that can reach there. Rural domestic addresses require one or more additional days to deliver.

TOM & LILY CO.  uses all leading courier companies to ship your products. Generally, the time taken to deliver any product anywhere in India is estimated as 48 hrs to 72 hrs ( it may differ during difficult times). However, if the product is bulky, the parcel will be shipped by surface (by road), taking 7 -10 days to reach until requested by the customer for urgent delivery or by air. But if there is any unseen or unexpected problem then the parcel either shipped by air or by surface might be delayed..

Unexpected problems could be anything like :

• Unable to reach the customer.
• Customer’s phone number not working/ not reachable.
• Any strike in the city or a courier company.
• Any natural calamities like earthquake, flood, drought, etc.
• Any raid by any government department.
• Any mishappening during transit.

For shipments delivered outside KOLKATA, the customer’s state may charge an OCTORI Duty on top of the item’s price. These charges are beyond our control and can’t be reimbursed in any case, so kindly do not ask for the same..

Domestic customers are responsible for any OCTORI Duty charged by your state government. We cannot predict which shipments will be assessed these fees or the amount of the fee that may be charged. TOM & LILY CO. is not responsible for the same or any adjustment. In case of refusal to accept the parcel with OCTROI Duty, the customer will have to bear the shipping charges and other expenses. After adjusting all the expenses, the balance amount will be issued as STORE Credit, and the same can be used for future purchases from the store.

About Customs, Duties & Taxes:

When ordering from www.tomandlilyco.com, you’re responsible for assuring the product can be lawfully imported to the destination country.

The recipient is the importer of records and must comply with all laws and regulations of the destination country. Orders shipped outside of India may be subject to import taxes, customs duties, and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties, and fees levied once a shipment reaches the recipient’s country. The recipient must bear additional charges for customs clearance; we have no control over these charges and can’t predict what they may be. Customs policies vary widely from country to country. If customs clearance procedures are required, it can cause delays beyond.

Our original delivery estimates.

Tracking: After any parcel is dispatched, you will get an email containing the details related to your parcel. In case you have any questions, please email us at tomandlilyco.com

Cancellation of Order : If we receive a cancellation e-mail and until that time the order has already been “processed” by us, the order cannot be cancelled. Tom & Lily Co.  has the complete right to decide whether an order should be cancelled or not. Also, the customer agrees not to dispute the decision made by Tom & Lily Co.  and accepts the company decision regarding the cancellation.

Request for cancellations of orders once placed on www.tomandlilyco.com shall not be entertained. If we have to accept any cancellation, there would be a charge of 15% of the total amount (excluding shipping amount) of the order as restocking fees. However, after placing an order, the customer can only cancel the order if the order state is showing as “pending” under Order History (except in case of weekends, holidays, or any unforeseen condition). Cancellations have to be made within (maximum) 2 Hours of placing an order. For cancelling your order, you will have to get in touch with our Customer Support Team by sending an email giving your Order Number.

If the order is shipped and still needs to be cancelled, it will have restocking and handling fees of 25% of the total order value and the shipping charges.
Replacement/ Return Policy by www.tomandlilyco.com

We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that :

• the item may be damaged during transit.
• or there might be a manufacturing defect.
• or that a wrong item is delivered to you.

In only such cases as given above, we will replace the item at no extra cost.

The request for replacement/return of the item is made within the stipulated time frame, which is 24 hrs of receiving the parcel.
To get a replacement, email us your Order Number and the Reason for returning. After receiving our confirmation for the return, you are requested to send the item back to us via local courier. Once we receive the item back, we will arrange to replace the item through our logistics partner. In case of a replacement, our logistics partners will attempt delivery of the items thrice. If the delivery is not executed during all three attempts, due to the recipient not available / premises locked, the customer will be charged for re-attempting the delivery.

We shall not be responsible for any items sent to us for return/replacement without our confirmation.

There are certain possibilities where it is difficult for us to support you for the same :

1. In the case of Gift Certificates, no refund or replacements would be allowed.
2. In case of pre-order no such requests would be entertained.
3. If the product is not the same as sent, no such requests would be entertained
4. In the case of the product damaged by the customer while opening the parcel.
5. In electronic items such as heat guns, machines, etc, no such requests would be entertained.
6. In case of any replacement from the package you have received.

The product should have original packing, accessories, price tags, etc, otherwise no such claims would be entertained.
Exchange and Refund Policy by www.tomandlilyco.com

We don’t have any reverse pick-up systems and sorry for the inconvenience that this may cause. Please email tomandlilyco@gmail.com for the exchange and once it’s approved by the team.
Please send us the product in its original packaging and ensure that the packaging is intact as we cannot accept a return if the box is broken, or if the seal is opened or if the product is used, etc.
Please seal the package very well to ensure it reaches us safely. Please note that the product must be returned to us intact; once we receive the product, we will do a thorough quality check. If the product fails, the quality check (any breakages, stains, marks, used, etc.) will not accept a return.
So kindly double-check for all the issues initially.
So before sending any parcel firstly email us tomandlilyco@gmail.com for a double-check.

• IF THE ITEM SENT FOR REPLACEMENT IS NOT AVAILABLE, WE WILL TRY TO GIVE YOU THE BEST POSSIBLE ALTERNATIVES, BUT THE CUSTOMER’S END CHOICE WILL BE FINAL.
• In case you wish to cancel the order for no specified reasons and have already paid, then the minimum Bank Charges will be deducted while issuing the refund, which may vary from 5% to 10%.
  These charges are there to make many adjustments in the accounts and for the bank charges, which we still pay to get the amount in the bank.
• If we confirm the order and we cannot ship the product under normal circumstances, we will issue the refund to the customer, which might take 5-7 working days to get transferred.

Refunds :

We do not offer any refunds but in any special case:

We will only issue a STORE CREDIT which can be used for future purchases from the store.

Or if approved for refund deduction of 5% of the total amount as our banking charges will be done.

And we only refund in bank accounts despite any other method being used for payments.

Care while returning of a product :

We recommend that while shipping an item back to the store, please use a reliable courier for tracking purposes as Tom & Lily Co.  does not take any responsibility for reimbursement or compensation if any returned packages are lost, stolen, or mishandled. We do not refund shipping in such a case.

Packaging Issues :
We at Tom & Lily Co.  make sure that all the goods ordered by you should reach to you in the best condition but since we are dealing in products which are imported and have to travel for days/weeks/months to reach us so there is a slight possibility of any packaging being damaged. But having said that, we ensure that the product performance never goes down because of the same and the main product completely remains intact. At times, the product might have a little tampered with packaging that we originally received in the same condition. Kindly be assured that you will never have to regret your purchase from us.

Note: 99% of our products do not have any expiry date.

Limitations :

For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions, and safety warnings may not be in destination country languages; the products may not be designed in accordance with destination country standards, specifications, and labelling requirements; and the products may not conform to destination country standards. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from TOM & LILY CO. , the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Privacy
Your privacy is important to us, and we know that you care about how information about your order is used and shared. We want our international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs and/or postal authorities.

Also, we may provide certain orders, shipments, and product information, such as titles, to our international carriers. The carriers may communicate such information to customs and/or postal authorities to facilitate customs clearance and comply with local laws.