Shipping policy

Shipping Policy

Effective Date: September 17, 2025

Welcome to 5mall.shop. We are committed to providing a convenient, reliable, and transparent shopping experience. This Shipping Policy explains how we process, ship, and deliver orders placed through our website.

By placing an order on 5mall.shop, you acknowledge and agree to the terms described in this Shipping Policy.

1. Shipping Coverage

5mall.shop currently offers shipping to eligible delivery addresses within India, subject to courier availability and serviceability.

We work with third-party logistics and courier partners to deliver orders safely and efficiently. Shipping availability may vary depending on:

  • Delivery PIN code

  • Product category

  • Product size and weight

  • Seller or fulfillment location

  • Courier serviceability

  • Weather and other external circumstances

  • Restrictions applicable to certain products or locations

If a particular PIN code is not serviceable, the customer may be unable to complete delivery to that address. In such cases, we may contact the customer to request an alternative eligible address where possible.

For products that are shipped directly by individual sellers or suppliers, the shipping method and estimated delivery time may vary.

2. Order Processing Time

Orders are generally processed after successful confirmation of the order and receipt of payment, where applicable.

Our normal order-processing time is approximately 1–2 business days, although processing may take longer during:

  • Weekends and public holidays

  • Major sales events

  • Festivals and peak shopping periods

  • High-volume promotional campaigns

  • Product availability issues

  • Seller-related processing delays

  • Address verification requirements

  • Unexpected operational circumstances

Order processing time is separate from the actual shipping and delivery time.

An order is considered shipped once it has been handed over to the applicable courier or logistics partner and a shipping or tracking record has been generated.

3. Estimated Delivery Time

Once an order has been shipped, the estimated delivery time depends on the destination, courier partner, product, and shipping method selected.

For most domestic orders within India, delivery may generally take approximately 3–7 business days after dispatch.

Some locations may require additional time, particularly:

  • Remote or rural areas

  • Certain northeastern regions

  • Islands or difficult-to-access locations

  • Areas with limited courier connectivity

  • Locations affected by weather or transportation disruptions

The delivery estimate shown at checkout or in your order confirmation should be considered the most relevant estimate for your individual order.

Delivery estimates are not guaranteed delivery dates unless 5mall.shop expressly states otherwise for a particular product or service.

4. Shipping Charges

Shipping charges, if applicable, will be displayed during checkout before you place your order.

Shipping costs may be determined based on factors including:

  • Delivery location

  • Product weight and dimensions

  • Number of products in the order

  • Shipping method

  • Seller or fulfillment location

  • Promotional offers

  • Product-specific shipping requirements

From time to time, 5mall.shop may offer free shipping on selected products, orders, PIN codes, campaigns, or promotional periods.

Where free shipping is offered, any applicable eligibility conditions will be displayed on the website or during checkout.

Unless specifically stated otherwise, promotional free-shipping offers cannot be exchanged for cash or transferred to another order.

5. Order Confirmation

After successfully placing an order, you may receive an order confirmation through the contact information provided during checkout.

The confirmation may contain information such as:

  • Order number

  • Products purchased

  • Billing information

  • Shipping address

  • Order value

  • Payment status

  • Estimated delivery information

Please review your order confirmation carefully.

If you notice an incorrect address, phone number, or other important information, contact our customer support team as soon as possible.

We cannot guarantee that changes can be made after an order has entered processing or has already been shipped.

6. Shipping Confirmation and Tracking

Once your order has been dispatched, we may provide shipment information and tracking details through email, SMS, WhatsApp, your 5mall.shop account, or another available communication channel.

Depending on the courier partner, tracking information may take some time to become active after dispatch.

Tracking updates may include statuses such as:

  • Shipment created

  • Picked up

  • In transit

  • Arrived at destination facility

  • Out for delivery

  • Delivery attempted

  • Delivered

  • Delivery exception

Please allow reasonable time for courier systems to update tracking information.

If tracking information does not update for an extended period, please contact our customer support team so that we can review the shipment status.

7. Delivery Attempts

Our courier partners may make one or more attempts to deliver your order.

To help ensure successful delivery, please make sure that your shipping information is accurate and complete, including:

  • Full name

  • House or building number

  • Street or locality

  • City

  • State

  • PIN code

  • Active phone number

The courier partner may contact you by phone or other available communication methods if assistance is required to complete delivery.

If delivery cannot be completed because the recipient is unavailable, the address is incorrect, the phone number is unreachable, or the customer refuses to accept the package, the courier may make another delivery attempt or return the shipment to the sender.

8. Incorrect or Incomplete Shipping Address

Customers are responsible for providing accurate shipping information when placing an order.

5mall.shop is not responsible for delays, failed deliveries, or additional shipping costs resulting from:

  • Incorrect address

  • Incomplete address

  • Incorrect PIN code

  • Incorrect phone number

  • Missing apartment, building, or house information

  • Incorrect recipient information

If you discover an error in your address after placing an order, contact us immediately.

We will make reasonable efforts to update the address if the order has not yet been dispatched. However, an address change cannot be guaranteed after the shipment has been handed over to the courier.

If a shipment is returned because of an incorrect or incomplete address, additional shipping charges may apply before the order can be re-shipped, where re-shipping is available.

9. Delayed Shipments

Although we make reasonable efforts to deliver orders within the estimated timeframe, shipping and delivery can sometimes be delayed.

Delays may occur because of:

  • Severe weather

  • Floods or natural disasters

  • Transportation disruptions

  • Traffic restrictions

  • Public holidays

  • Festivals

  • Courier operational issues

  • High shipment volumes

  • Strikes or labor disruptions

  • Government restrictions

  • Security restrictions

  • Incorrect or incomplete delivery information

  • Events beyond our reasonable control

When a shipment is delayed, we will make reasonable efforts to assist the customer and provide available information regarding the shipment.

However, delivery estimates are generally estimates and should not be interpreted as an absolute guarantee.

10. Orders Delayed Beyond the Estimated Delivery Date

If your order has not arrived by the estimated delivery date, please first check the tracking information associated with your shipment.

In some cases, the courier may still be processing or transporting the package even if the estimated date has passed.

If your order remains undelivered for an unreasonable period, please contact our customer support team with your order number.

We may investigate the shipment with the courier partner and provide an appropriate resolution based on the circumstances.

Possible resolutions may include:

  • Additional delivery attempts

  • Shipment investigation

  • Replacement, where applicable

  • Refund, where applicable

  • Other resolution available under our applicable policies

11. Lost Shipments

If a package appears to have been lost during transportation, customers should contact 5mall.shop as soon as reasonably possible.

We may initiate an investigation with the relevant courier or logistics partner.

The investigation may require information such as:

  • Order number

  • Tracking number

  • Customer name

  • Delivery address

  • Contact details

  • Other information reasonably necessary to investigate the shipment

Depending on the outcome of the investigation and the applicable return, refund, or replacement terms, we may offer an appropriate resolution.

Customers should not assume that a shipment is lost solely because tracking has not updated for a short period.

12. Damaged Packages

We take reasonable care to ensure that products are packaged appropriately before dispatch.

However, packages may occasionally be damaged during transportation.

If your package arrives visibly damaged, please:

  1. Inspect the package before accepting it where possible.

  2. Take photographs or videos of the package and shipping label.

  3. If appropriate, record the damage with the delivery personnel.

  4. Contact 5mall.shop customer support as soon as possible.

  5. Provide photographs, videos, order information, and a description of the issue when requested.

If the product itself is damaged, do not discard the packaging until the matter has been reviewed.

Any replacement, refund, return, or other resolution will be handled according to our applicable Return and Refund Policy.

13. Missing or Incorrect Items

If your order contains:

  • A missing product

  • An incorrect product

  • An incorrect quantity

  • A product different from what was ordered

please contact customer support as soon as possible after delivery.

To help us investigate the issue, we may request:

  • Order number

  • Photographs of the received package

  • Shipping label

  • Product received

  • Packaging materials

  • Unboxing video, where available

  • Other relevant information

After reviewing the issue, we will determine the appropriate resolution under our applicable policies.

14. Partial Shipments

Depending on product availability, seller location, warehouse location, or courier arrangements, products from the same order may sometimes be shipped separately.

If your order is split into multiple shipments:

  • You may receive separate tracking numbers.

  • Shipments may arrive on different dates.

  • Shipping updates may be provided separately.

  • You should check the status of each shipment individually.

You will not necessarily need to place a separate order simply because products are delivered separately.

15. Multiple Products in One Order

When multiple products are purchased together, we may attempt to ship them together where practical.

However, products may be fulfilled by different sellers, warehouses, or logistics partners.

Consequently, one order may result in multiple packages and different delivery dates.

Any applicable shipping charges will be displayed during checkout.

16. Pre-Orders and Out-of-Stock Products

Some products may be available for pre-order or may have a longer processing period.

Where applicable, the product page will indicate the expected dispatch or availability timeframe.

If an order contains both immediately available products and products with a future availability date, we may ship the available products separately or wait until the remaining products become available, depending on the fulfillment arrangement.

Any applicable shipping information will be communicated through the product page, checkout, or order confirmation.

17. Seller-Fulfilled Products

5mall.shop may offer products fulfilled directly by third-party sellers or suppliers.

For seller-fulfilled products, shipping times, courier partners, dispatch locations, and delivery estimates may differ from products fulfilled by 5mall.shop or another fulfillment partner.

The applicable delivery estimate displayed on the product page or at checkout should be considered when placing an order.

Customers should contact 5mall.shop if assistance is required with a seller-fulfilled shipment.

18. Delivery to Restricted Locations

Certain addresses may be subject to delivery restrictions.

These may include:

  • Military or defense facilities

  • Certain government premises

  • Restricted-access buildings

  • Remote locations

  • Areas temporarily inaccessible to courier services

  • Locations subject to government or security restrictions

If a courier cannot service the provided address, we may contact the customer to request an alternative delivery address.

19. Delivery to Offices and Commercial Addresses

Customers requesting delivery to offices, stores, commercial buildings, or other workplaces should provide sufficient information to help the courier locate the recipient.

Where appropriate, include:

  • Company or building name

  • Floor or unit number

  • Department

  • Reception information

  • Recipient name

  • Active phone number

5mall.shop cannot guarantee delivery to a particular desk, department, floor, or individual if the courier's delivery procedures require delivery to a reception, security desk, mailroom, or designated collection area.

20. Refusal of Delivery

Customers should avoid refusing delivery unless there is a legitimate reason to do so.

If an order is refused without an applicable reason and subsequently returned to the sender, the order may be treated as a return or failed delivery.

Any refund or re-shipping will be subject to the applicable Return and Refund Policy and the circumstances of the shipment.

For damaged or visibly compromised packages, customers should document the condition and contact customer support for assistance.

21. Undeliverable and Returned Shipments

A shipment may be returned to 5mall.shop, a seller, or the fulfillment partner if:

  • The address is incorrect or incomplete.

  • The recipient cannot be reached.

  • Delivery attempts are unsuccessful.

  • The customer refuses the shipment.

  • The PIN code becomes unavailable for delivery.

  • The courier cannot access the delivery location.

  • The shipment is otherwise classified as undeliverable.

Once a shipment is returned, we may contact the customer to determine whether re-delivery is possible.

Additional shipping charges may apply for re-shipping in certain circumstances.

Where re-shipping is not possible, any applicable refund will be processed according to our Return and Refund Policy.

22. Cash on Delivery Orders

Where Cash on Delivery (COD) is available, the availability of COD may depend on the delivery location, product, order value, seller, and courier partner.

COD orders may be subject to additional verification.

5mall.shop or its delivery partners may contact the customer to confirm a COD order before dispatch.

If the customer does not confirm the order or cannot be reached, the order may be cancelled.

COD availability and applicable terms will be displayed during checkout when available.

23. Shipping During Sales and Promotional Events

During major promotional campaigns, festivals, holidays, and high-demand periods, order volumes may increase substantially.

As a result, processing and delivery may take longer than usual.

We recommend placing time-sensitive orders sufficiently in advance.

Any special delivery estimates announced during a promotional campaign will apply only where expressly stated.

24. Public Holidays and Business Days

Unless otherwise specified, business days generally exclude Sundays and applicable public holidays.

Delivery and processing schedules may vary depending on the courier partner and destination.

A delivery estimate of a certain number of business days should therefore not be interpreted as the same number of calendar days.

25. Events Beyond Our Control

5mall.shop will not be responsible for shipping or delivery delays caused by circumstances that are beyond our reasonable control.

Such circumstances may include:

  • Natural disasters

  • Severe weather

  • Floods

  • Earthquakes

  • Fires

  • Epidemics or pandemics

  • Government actions

  • Regulatory restrictions

  • Transportation interruptions

  • Civil disturbances

  • Strikes

  • Security incidents

  • Road closures

  • Courier network disruptions

  • Other unforeseen events

When such circumstances occur, we will make reasonable efforts to minimize disruption and assist affected customers.

26. Customs, Duties, and Taxes

For domestic orders within India, applicable taxes and charges will be handled according to the pricing and tax information presented during checkout.

If 5mall.shop introduces international shipping in the future, international orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.

Unless expressly stated otherwise, such charges may be the responsibility of the customer.

Customers ordering internationally, where international shipping is available, are responsible for complying with applicable import regulations.

27. International Shipping

International shipping may not be available for all products or destinations.

If international shipping is offered for a particular product, the available countries, shipping charges, and estimated delivery information will be displayed at checkout or communicated through the website.

International delivery times can vary significantly due to:

  • Customs clearance

  • Import regulations

  • Destination-country restrictions

  • Local courier networks

  • Weather

  • Transportation conditions

  • Incorrect documentation

International shipments may take longer than domestic shipments.

28. Product-Specific Shipping Restrictions

Certain products may have special shipping requirements because of their size, weight, nature, packaging, legal restrictions, or transportation requirements.

Where applicable, product-specific shipping information will be displayed on the product page or during checkout.

If an item cannot legally or practically be delivered to a particular location, we reserve the right to cancel the affected portion of the order and provide an applicable refund.

29. Order Cancellation Before Dispatch

If you wish to cancel an order, please contact us as soon as possible.

We will attempt to process cancellation requests before the order is dispatched.

Once an order has been shipped, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return process after delivery.

Cancellation eligibility and refunds are governed by our applicable Cancellation and Return/Refund Policies.

30. Changes to Shipping Information After Dispatch

Once an order has been handed over to a courier, changes to the delivery address or recipient information may not be possible.

If a change is requested after dispatch, we may attempt to coordinate with the courier, but we cannot guarantee that the requested change will be accepted.

Any additional charges resulting from an approved address change may be payable by the customer where applicable.

31. Delivery Confirmation

A shipment may be considered delivered when the courier's tracking system records the package as delivered.

Depending on the delivery location, a package may be delivered directly to the recipient, a household member, building reception, security desk, mailroom, or another authorized person or location.

If tracking shows that a package has been delivered but you cannot locate it, contact us promptly so we can assist with an investigation.

32. Customer Responsibility After Delivery

Customers should inspect products promptly after receiving their order.

If an item is damaged, defective, incorrect, incomplete, or otherwise not as expected, please contact us within the timeframe specified in our applicable Return and Refund Policy.

Keeping the original packaging may be helpful when resolving shipping-related claims.

33. Shipping Policy and Return/Refund Policy

This Shipping Policy should be read together with our other website policies, including our:

  • Return Policy

  • Refund Policy

  • Cancellation Policy

  • Privacy Policy

  • Terms and Conditions

Where a shipping-related issue also involves a return, replacement, cancellation, or refund, the applicable terms of those policies may apply.

34. No Guaranteed Delivery Unless Expressly Stated

Unless 5mall.shop specifically provides a guaranteed delivery service for a particular order, all shipping and delivery timeframes are estimates.

Courier delays or circumstances outside our reasonable control may result in delivery taking longer than estimated.

Providing an estimated delivery date does not constitute a guarantee that the order will arrive on that exact date.

35. Contact Us About Shipping

If you have questions about shipping, delivery, tracking, or an existing order, please contact our customer support team.

When contacting us, please include your:

  • Order number

  • Name used for the order

  • Registered email address or phone number

  • Tracking number, if available

  • Description of the issue

This information helps us investigate your request more efficiently.

Customer Support:
Email: support@5mall.shop

Website: 5mall.shop

Our customer support team will make reasonable efforts to assist you with shipping-related questions and concerns.

36. Updates to This Shipping Policy

5mall.shop may update or modify this Shipping Policy from time to time to reflect changes in our business operations, courier arrangements, services, legal requirements, or customer experience.

When changes are made, the updated policy will be published on this page with a revised effective date.

Customers should review this page periodically for the latest information.

The version of the Shipping Policy applicable to an order will generally be the version in effect at the relevant time, subject to applicable law.

37. Final Note

At 5mall.shop, our goal is to make every order experience as simple and reliable as possible. While delivery times can sometimes be affected by circumstances outside our control, we work with our fulfillment and logistics partners to process orders efficiently and provide customers with relevant shipping information.

By ordering from 5mall.shop, you agree to provide accurate delivery information and to cooperate with reasonable delivery and verification requirements.

Thank you for choosing 5mall.shop.

5mall.shop — Better Products. Happier You.