Shipping & Delivery Policy

At Kivo Fashion, we are committed to processing, packing, and dispatching your orders as efficiently and safely as possible.

1. Shipping Charges & Free Delivery

Free Shipping: We offer free standard shipping on eligible apparel orders and orders with a merchandise value of ₹499 or more, subject to the applicable terms displayed at checkout.
Accessory Orders: For standalone purchases of eligible printed accessories, such as keychains, mousepads, and similar products, where the order value is below ₹499, applicable shipping charges will be displayed at checkout before payment.
Shipping eligibility, charges, and applicable offers may vary depending on the products, destination, order value, or promotional offer applicable at the time of purchase.

2. Payment Methods — Prepaid Orders Only

Kivo Fashion currently operates on a 100% prepaid order model.
Cash on Delivery (COD) is not available.
Orders must be paid in full through the payment methods made available through our secure payment gateway at checkout.
An order will normally be processed only after successful payment confirmation.

3. Order Processing & Dispatch

Standard Processing & Dispatch: Orders are generally processed and dispatched within 24–48 working hours after successful payment confirmation.
Processing or dispatch may take longer in exceptional circumstances, including public holidays, unusually high order volumes, product availability issues, payment verification, technical issues, or circumstances beyond our reasonable control.
Dispatch time and delivery time are separate. The dispatch timeframe refers to the time required to prepare and hand over the order to the applicable logistics partner.

4. Estimated Delivery Times

Delivery timelines vary depending on the destination, courier serviceability, and other logistical circumstances.

Standard Delivery — Pan India: Typically 5–8 working days after dispatch.
Jammu & Kashmir and North-East India: Delivery may typically take up to 10 working days after dispatch.
Exceptional Cases: Certain locations, products, or unforeseen logistical circumstances may require additional time, and delivery may in some cases take up to approximately 14 working days or longer.

The above timelines are estimated delivery windows and are not guaranteed delivery dates. Delays may occur due to factors such as public holidays, extreme weather, transportation disruptions, remote-location serviceability, operational disruptions, or other circumstances beyond our reasonable control.

If an order is significantly delayed beyond the applicable estimated timeframe, customers are encouraged to contact Kivo Fashion so that we can review the shipment status and assist with the available resolution.

5. Logistics & Courier Partners

To provide reliable delivery across India, Kivo Fashion may use established logistics partners based on destination, pincode serviceability, product type, and operational requirements.

Our logistics partners may include:

Delhivery
Xpressbees
Blue Dart
Ecom Express
Other suitable logistics providers engaged by Kivo Fashion from time to time

The courier assigned to an order is determined by Kivo Fashion based on operational and serviceability considerations and cannot generally be selected or changed at the customer's request.

6. Order Tracking

Once your order has been dispatched, we will provide tracking information through the contact details associated with your order, where tracking is available.

Tracking information may take some time to become active after the shipment is handed over to the logistics provider.

If tracking information has not been received or updated within a reasonable period after dispatch, please contact us at support@kivofashion.com with your Order ID so that we can assist you.

7. Order Marked as Delivered but Not Received

If the tracking status shows your order as “Delivered” but you have not received the package:

Step 1 — Please check locally first

Before contacting us, please check with:

Family members or flatmates
Neighbours
Building security/reception/mailroom
Other persons who may have accepted the package on your behalf

Please also verify that the delivery address provided when placing the order was correct.

Step 2 — Contact Kivo Fashion promptly

If the package is still missing, please contact us at support@kivofashion.com as soon as possible, preferably within 48 hours of the delivery notification, so that we can initiate an investigation with the relevant logistics provider without unnecessary delay.

Step 3 — Investigation

We may request information reasonably necessary to investigate the matter, including order details, delivery information, or other relevant confirmation.

Courier investigations may take several working days and, in some cases, up to 10 working days or longer, depending on the logistics provider and circumstances.

Step 4 — Resolution

If the investigation establishes that the order was not successfully delivered to the customer or an authorised recipient, Kivo Fashion will provide an appropriate resolution in accordance with the applicable circumstances and our Return, Refund & Replacement Policy. This may include a replacement or refund, as applicable.

A failure to report a missing delivery promptly may make investigation more difficult and may affect the speed or availability of certain resolution options. However, Kivo Fashion will review each case based on the available evidence and circumstances.

8. Reverse Shipping — Returns & Exchanges

Where a return or exchange is approved under our Return, Refund & Exchange Policy, reverse shipping arrangements will depend on the reason for the return.

Where the product is confirmed to have a manufacturing defect, damage attributable to transit, or an incorrect product supplied by Kivo Fashion, Kivo Fashion will handle the applicable return/replacement shipping in accordance with the relevant policy.
For customer-requested exchanges or other approved returns where the customer is responsible for the return, applicable reverse-shipping charges may be payable by the customer or deducted from the applicable refund, as disclosed in the relevant policy.
Any applicable charges will be communicated or disclosed before the return/exchange is processed.

9. Incorrect Address, Failed Delivery & Return to Origin (RTO)

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

Recipient name
Complete delivery address
Correct pincode
Active phone number
Other information reasonably required for successful delivery

If an order is returned to origin (RTO) because of customer-provided incorrect or incomplete information, repeated failed delivery attempts, refusal of delivery, or the customer's inability/unavailability to receive the shipment, additional shipping or re-shipping charges may apply if the customer requests another delivery attempt.

Any applicable re-shipping charges will be communicated before the order is re-dispatched.

Where an RTO occurs due to a courier or Kivo Fashion error, the circumstances will be reviewed separately and the customer will not automatically be treated as responsible for the additional shipping costs.

10. Circumstances Beyond Our Reasonable Control

Delivery or processing may occasionally be affected by circumstances beyond Kivo Fashion's reasonable control, including natural disasters, severe weather, strikes, transportation disruptions, government restrictions, public emergencies, technical disruptions, courier network disruptions, or other unforeseen events.

In such circumstances, we will make reasonable efforts to keep affected customers informed and assist with the available resolution.

For any shipping-related concern, please contact us at support@kivofashion.com with your Order ID and relevant details. We will review the matter and assist you as promptly as reasonably possible.