At Heritage Kolkata, every product we ship is handmade, carefully inspected, and packed with as much care as it took to create. We know how exciting it is to wait for a piece of Bengal's heritage to arrive at your doorstep, so here's everything you need to know about how we ship your orders.

Order Processing Time

Once your order is placed and payment is confirmed, our team gets to work preparing it for dispatch. Most orders are processed within 1–3 business days. Since many of our products are handcrafted and some are made to order, a few items may take slightly longer to prepare , if that's the case, we'll let you know the expected timeline when you place your order or shortly after.

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

Delivery Timelines

Delivery times vary depending on your location and the courier partner handling your shipment:

• Metro cities — typically 3–6 business days after dispatch
• Non-metro cities and towns — typically 5–9 business days after dispatch
• Remote or hard-to-reach areas — may take a little longer, usually 8–12 business days

These timelines are estimates, not guarantees. Since our products travel from Kolkata and surrounding artisan clusters to destinations across the country (and in some cases, internationally), factors like weather, regional restrictions, courier network delays, or customs processing can occasionally push delivery beyond the expected window. We appreciate your patience, and we'll always keep you informed if there's a delay on our end.

Shipping Charges

Shipping charges, if applicable, are calculated at checkout based on your delivery location, order weight, and order value. We occasionally offer free shipping on orders above a certain amount — any such offers will be clearly displayed on our website or at checkout.

Order Tracking

Once your order is dispatched, you'll receive a confirmation email or message with your tracking number and a link to track your shipment. We'd encourage you to keep an eye on the tracking updates as your delivery date approaches, so you're ready to receive it.

Packaging

Because our products are handmade and often delicate : terracotta, Dokra metal work, carved wood, we take extra care with packaging, using protective materials suited to each product type to minimise the risk of damage during transit. That said, accidents can occasionally happen in the courier network, which is exactly why we ask every customer to record their parcel opening.

A quick reminder: an uncut, unedited unboxing video is mandatory if you wish to claim a refund, replacement, or exchange for any item that arrives damaged, defective, or missing. Please start recording before you open your package. Full details are available in our Return & Refund Policy.

Multiple Items in One Order

If your order includes multiple products, they may occasionally be shipped separately depending on stock availability, artisan production timelines, or package size, especially for larger or fragile items. If this happens, you'll receive separate tracking details for each shipment, and there's no extra cost to you for split deliveries.

Delayed or Lost Shipments

While rare, delays and lost shipments can occasionally happen due to circumstances outside our control. If your order hasn't arrived within the expected delivery window, please reach out to us with your order number, and we'll track it down with our courier partner and keep you updated every step of the way. If a shipment is confirmed lost in transit, we'll arrange a replacement or a full refund, whichever you prefer.

Incorrect Address or Failed Delivery

Please double-check your shipping address before placing your order, as we're unable to redirect a shipment once it's out for delivery. If a delivery fails due to an incorrect address, the recipient being unavailable, or the parcel being refused at the doorstep, the item may be returned to us, and re-shipping charges may apply for a second delivery attempt.

International Shipping

If international shipping is available at checkout for your location, please note that delivery timelines will naturally be longer, and any customs duties, taxes, or import charges levied by your country are the responsibility of the customer and are not included in our shipping charges.

Questions About Your Order?

If you have any questions about processing times, delivery status, or anything else related to shipping, our support team is just a message away through our website, email, or WhatsApp. We're always happy to help track down your order and make sure it reaches you safely.

Heritage Kolkata,  handled with care, from our artisans' hands to your doorstep.