Shipping policy

Last updated: 13 August 2026

At Mura Gifts, we carefully pack every order to help it arrive safely and in excellent condition. This policy explains how we process and deliver orders, and how to request a return, replacement or refund.

Shipping

1. Order Processing

Orders are generally processed after payment is confirmed. Most orders are dispatched within 2–3 business days, unless a different timeline is stated on the product page. Personalised, customised, corporate and bulk orders may take longer.

2. Delivery Timeline

Once dispatched, delivery generally takes 3–5 business days, depending on the location and courier service. This is an estimate and may change due to remote locations, weather, public holidays, courier delays, busy sale periods, incorrect addresses or circumstances beyond our control.

3. Shipping Charges

Any applicable shipping charges will be displayed at checkout before payment. If free shipping is available for your order, it will be reflected at checkout.

4. Order Tracking

After dispatch, we will send tracking information to your registered email address and/or mobile number so you can follow your shipment.

5. Delivery Address and Failed Delivery

Please provide your full name, house or flat number, street or area, city, state, PIN code and a valid mobile number. An incorrect or incomplete address may cause delays or failed delivery.

If you are unavailable, refuse delivery or provide an incorrect address, the shipment may be returned to Mura Gifts. Additional shipping charges may apply if it needs to be sent again.

Returns & Replacements

6. Eligible Issues and Request Timelines

You may request a return or replacement if you receive:

The wrong product
A damaged product
A product with a genuine manufacturing defect
A product that does not match your order

Report damage within 48 hours of delivery. For other eligible issues, contact us within 7 days of delivery. Include your order number and clear photographs or videos of the product and its packaging. Please keep the original packaging until the issue is resolved.

7. Products That May Not Be Eligible

Returns may not be accepted for personalised or customised products; products used or damaged after delivery through misuse, improper handling or storage; products returned without their original packaging, tags, accessories or invoice where applicable; or items marked as non-returnable on the product page.

Additional conditions stated on an individual product page may also apply.

8. How to Make a Request

Contact our customer care team with your order number.
Share clear photographs or videos of the issue and the product packaging.
Our team will review the request and confirm whether it qualifies.
If approved, we will explain the next steps for pickup, replacement or refund.

9. Product Inspection

Returned products may be inspected before a replacement or refund is approved. Where applicable, the product should be unused and returned with its original packaging, tags, accessories and other items supplied with the order.

10. Damaged Products

For damage reported within 48 hours of delivery, please provide clear photographs or videos showing the product, the damage, the outer packaging and the shipping label. This helps us investigate the issue with our logistics partner and provide an appropriate resolution.

11. Replacements and Refunds

Approved replacements are subject to availability. If the same product is unavailable, we may offer another appropriate resolution, including a refund where applicable.

Approved refunds are generally processed to the original payment method. After we initiate a refund, the time it takes to appear in your account depends on the payment gateway or financial institution.

Cancellations and Bulk Orders

12. Cancellations

Orders may be cancelled before dispatch, subject to applicable cancellation conditions. Cancellation may no longer be possible after dispatch. Personalised, customised, corporate and bulk orders may have separate conditions.

13. Corporate and Bulk Orders

Corporate and bulk orders may have different shipping, cancellation, return and replacement terms based on quantity, customisation and agreed commercial terms. Where applicable, these terms will be communicated before order confirmation.