At Esvee Atelier, we partner with specialized logistics providers to ensure our handcrafted pieces reach your home with the integrity they were created with. We currently serve major metros and urban centers across India.
1. Pre-Order & Site Verification
Before finalizing your order, please ensure the product can be successfully transitioned into your intended space.
Measurement: Verify all product dimensions against entryways, gates, stairwells, and elevators.
Obstacle Disclosure: You must notify our team of any potential delivery obstacles (e.g., narrow lanes, absence of service elevators, or vehicle height restrictions) prior to booking.
Liability: As each piece is Made to Order, Esvee Atelier is not responsible if a product does not fit through entryways. Any rescheduling or storage costs resulting from undisclosed obstacles or site unreadiness will be borne by the customer.
2. Delivery Timelines & Logic
Total Lead Time: Our standard lead time is inclusive of crafting and transit as specified on the product page (e.g., 4–12 weeks).
Expected Delivery Date: The timeline shown at the time of booking constitutes the "expected delivery date" under statutory requirements.
Force Majeure: While we strive for punctuality, Esvee Atelier is not liable for delays caused by circumstances beyond our control, including severe weather, strikes, or governmental actions (Force Majeure).
3. On-Site Delivery Terms
Point of Delivery: Goods will be delivered to your front door or building premises, whichever is safely accessible to our logistics partners.
Special Handling: For deliveries to floors without functional service elevator access, additional labor/handling charges will apply.
Unsuccessful Delivery: If a delivery attempt is unsuccessful due to customer unavailability or undisclosed site obstacles, re-delivery charges will apply for the second attempt.
4. Mandatory Inspection & Damage Claims
The Unboxing Video: To protect your investment, a continuous, unedited unboxing video is mandatory for any damage claims. Please record the video starting from the sealed crate/box until the piece is fully revealed.
Reporting Window: Any transit damage or manufacturing defect must be reported within 48 hours of delivery.
3rd Party Personnel: Delivery teams are authorized to transport the goods only. Unless "White-Glove Service" is explicitly specified in your order, personnel are not permitted to unpack or assemble furniture.
5. Remote Locations & Delivery Feasibility
Esvee Atelier ships to most locations within India. However, if an address is deemed unreachable or insecure for luxury goods by our logistics partners, the following protocol applies:
Alternative Hub Delivery: We will ship the piece to the nearest secure logistics hub. The customer may arrange their own specialized transport from that hub at their own cost and risk.
Extra Handling Charges: Delivery to "difficult access" zones (e.g., remote hilly areas, restricted zones, or narrow heritage lanes) will incur additional specialized transport charges, which must be cleared prior to dispatch.
No Refund Policy: As each piece is Made to Order, we cannot offer a refund due to location-based delivery constraints identified post-booking. If a customer refuses to provide a reachable address or clear specialized handling fees, the piece will be held at our warehouse for 15 days, after which a storage fee of ₹500/day will apply.
Self-Pickup: Customers always have the option to arrange for a self-pickup from our Hyderabad atelier (Ex-Works) to avoid delivery-related constraints.
6. Grievance Support
For any logistics-related concerns, please contact our Studio Liason: Mr. Anil Kumar Designation: Resolution Lead Email: info@esveeatelier.com Phone: +91 81069 50375
