Shipping policy

Shipping Policy

Last updated: 18 August 2026

At MULA LIVING, we carefully prepare and dispatch every order with attention to quality and detail. This Shipping Policy explains how we process, ship and deliver orders placed through https://mula.living/ and how we handle cancellations, returns, exchanges and refunds.

This policy applies to orders delivered within India as well as international orders, subject to the destination country’s applicable laws, customs requirements and delivery conditions.

Quick Overview

Policy item Details
Prepaid shipping within India Free standard shipping
Cash on Delivery fee ₹150, where applicable
Estimated domestic delivery 8–17 working days
Estimated international delivery 14–25 working days
Domestic return/exchange request Within 14 days of delivery, subject to eligibility
Damaged, defective or incorrect item Report within 48 hours of delivery
Approved refund initiation Generally within 7–10 working days

Contents

Shipping and Delivery

  1. Shipping Locations

  2. Order Processing and Dispatch

  3. Shipping Charges

  4. Order Communication

  5. Shipping Within India

  6. International Shipping

  7. Customs, Duties and Import Taxes

  8. Delivery Address

  9. Delivery Attempts

  10. Delivery Delays

Cancellations, Returns and Refunds

  1. Order Cancellation

  2. Returns and Exchanges

  3. Conditions for Return or Exchange

  4. Reporting a Damaged, Defective or Incorrect Product

  5. Natural Materials and Handcrafted Variations

  6. Customised and Made-to-Order Products

  7. Sale and Discounted Products

  8. Refunds

  9. Refunds for Orders Cancelled by MULA

  10. Exchanges

  11. International Returns and Exchanges

  12. Refused or Undelivered Shipments

Support and Policy Information

  1. Product Care

  2. Customer Support

  3. Policy Changes

1. Shipping Locations

MULA LIVING ships orders:

  • Across India; and

  • To selected international destinations.

International shipping availability may vary depending on the destination, product, courier service and applicable import or export restrictions.

The shipping options and applicable charges available for your order will be displayed during checkout, where applicable.

2. Order Processing and Dispatch

Orders are processed after successful payment and order confirmation.

Domestic Orders

Orders within India are generally dispatched within 5–10 working days from successful order confirmation.

After dispatch, delivery generally takes 3–7 working days, depending on the delivery location and courier service.

Accordingly, the overall estimated delivery timeline for domestic orders is generally 8–17 working days.

International Orders

International orders are generally dispatched within 7–10 working days from successful order confirmation.

After dispatch, international delivery generally takes 7–15 working days, depending on the destination country, customs clearance and courier service.

Accordingly, the overall estimated delivery timeline for international orders is generally 14–25 working days.

These timelines are estimates and may vary depending on product availability, order volume, customs, logistics conditions and other circumstances beyond our reasonable control.

For made-to-order, customised or specially produced products, additional preparation time may apply.

3. Shipping Charges

Shipping Within India

Order type Shipping charge
Prepaid orders Free standard shipping within India
Cash on Delivery ₹150 shipping and handling fee may apply

COD availability may be restricted to selected locations and order values.

The final shipping charge applicable to your order will be shown at checkout before payment.

International Shipping

International shipping charges will be calculated at checkout based on the delivery destination, package characteristics and shipping method selected.
The final shipping charge applicable to an international order will be displayed before the order is completed.

4. Order Communication

We may communicate order-related information through the email address or mobile number provided at checkout.

You may receive:

  • Order confirmation: A confirmation after your order has been successfully placed and received by us.

  • Dispatch confirmation: A notification once your order has been dispatched, which may include shipment and tracking information.

  • Delivery updates: Additional notifications from MULA or our logistics partners regarding the status of your shipment.

Please ensure that the contact details provided at checkout are accurate and accessible.

5. Shipping Within India

MULA ships orders to addresses across India through authorised logistics and courier partners.
Once an order has been dispatched, tracking information may be provided to the customer where available.
Delivery timelines may vary depending on:

  • Destination PIN code;

  • Product availability;

  • Order preparation time;

  • Courier partner;

  • Public holidays;

  • Weather conditions;

  • Regional restrictions; and

  • Other circumstances beyond our reasonable control.

6. International Shipping

MULA ships to selected destinations outside India.
International shipping availability may differ depending on the destination country and applicable courier, customs and regulatory restrictions.
International delivery timelines may vary depending on:

  • Destination country;

  • Customs clearance;

  • Courier availability;

  • Local delivery conditions;

  • Product preparation time;

  • Import regulations; and

  • Other circumstances beyond our reasonable control.

Certain products may not be eligible for international shipping due to applicable laws, courier restrictions, customs requirements or product-specific limitations.

7. Customs, Duties and Import Taxes

International orders may be subject to customs duties, import taxes, local taxes, handling charges or other fees imposed by the destination country.
Unless specifically stated otherwise during checkout, all such charges are the responsibility of the customer.
These charges vary from country to country and are outside MULA’s control.
Customers are responsible for complying with the applicable laws and import requirements of their destination country.
MULA cannot guarantee the exact amount or timing of customs charges and does not control the customs clearance process.
If an international shipment is delayed, refused, returned or otherwise affected because of unpaid customs duties, taxes, import charges or destination-country requirements, MULA may not be responsible for such delay, loss or additional expense to the extent permitted by applicable law.

8. Delivery Address

Customers must provide a complete and accurate delivery address when placing an order.
This should include, where applicable:

  • Full name;

  • Flat / house / building number;

  • Street / locality;

  • City;

  • State / province;

  • PIN / postal code;

  • Country; and

  • Valid contact number.

MULA shall not be responsible for delays, failed delivery or return-to-origin situations caused by incomplete or incorrect address details or inaccurate contact information supplied by the customer.

9. Delivery Attempts

Our logistics partners may make multiple delivery attempts in accordance with their standard procedures.
Please ensure that someone is available to receive the shipment at the delivery address.
Where a shipment cannot be delivered because the recipient is unavailable, refuses delivery, provides incorrect information or otherwise fails to accept the shipment, the courier may return the shipment to MULA.
Any additional shipping or re-delivery costs arising from circumstances attributable to the customer may be charged separately, where applicable.

10. Delivery Delays

We make reasonable efforts to deliver orders within the estimated timelines stated above.
However, delivery may be delayed by circumstances beyond our reasonable control, including:

  • Severe weather;

  • Natural disasters;

  • Public holidays;

  • Strikes or labour disruptions;

  • Government restrictions;

  • Transportation disruptions;

  • Customs clearance;

  • Courier delays;

  • Regional restrictions;

  • Technical issues; or

  • Unexpected increases in order volume.

Such delays will not automatically entitle a customer to a refund or cancellation unless otherwise required under applicable law or expressly provided under this policy.
Where we become aware of a significant delay, we will make reasonable efforts to communicate the updated status.

11. Order Cancellation

Cancellation requests must be submitted as soon as possible after placing an order.

You may request cancellation by contacting:

Cancellation requests will generally be accepted only when the order has not yet entered production, customisation, processing or dispatch.

Once an order has entered production, customisation or dispatch, cancellation may no longer be possible.

Customised, personalised, made-to-order or specially produced products may not be eligible for cancellation once production has commenced.

Where a cancellation is accepted and a refund is due, the refund will be processed in accordance with the applicable Refund Policy.

12. Returns and Exchanges

MULA aims to ensure that every product is carefully checked before dispatch.

For eligible domestic orders, customers may request a return or exchange within 14 days from the date of delivery, subject to the conditions stated in this policy.

Returns or exchanges may be considered where:

  • The wrong product was delivered;

  • The product was damaged in transit;

  • The product has a genuine manufacturing or quality defect; or

  • The product otherwise qualifies under the applicable return/exchange conditions.

International orders are generally not eligible for standard returns or exchanges, except in cases involving damaged, defective or incorrectly delivered products, subject to review by MULA and applicable law.

13. Conditions for Return or Exchange

To qualify for an approved return or exchange, the product must generally be:

  • Unused;

  • Unwashed;

  • Unaltered;

  • In its original condition;

  • Accompanied by original tags and labels; and

  • Returned with original packaging and accessories, where applicable.

Products that have been worn, washed, altered, damaged or otherwise used may not qualify for return or exchange, except where the issue relates to a manufacturing defect or another circumstance protected under applicable law.

14. Reporting a Damaged, Defective or Incorrect Product

If your order arrives damaged, defective or different from what you ordered, please contact us within 48 hours of delivery at:

Please provide:

  • Order number;

  • Date of purchase;

  • Delivery details;

  • Description of the issue; and

  • Clear photographs or videos showing the product and the issue.

Our team will review the request and determine the appropriate resolution.
MULA may request additional information or images where necessary to assess the issue.

15. Natural Materials and Handcrafted Variations

MULA’s products may incorporate natural fibres, natural dyes, handloom processes, handcrafted techniques and other artisanal characteristics.
As a result, natural variations in:

  • Colour;

  • Texture;

  • Weave;

  • Surface appearance;

  • Pattern;

  • Dye distribution; and

  • Other visual characteristics

may occur.
Such variations may be inherent characteristics of natural materials or artisanal production and will not necessarily be treated as defects.
Customers are encouraged to review the relevant product description and care information before purchasing.

16. Customised and Made-to-Order Products

Customised, personalised, altered or made-to-order products may be subject to special terms.
Due to their individual production requirements, such products are generally not eligible for cancellation, return or exchange, except in cases such as:

  • Manufacturing defects;

  • Damage in transit;

  • Incorrect fulfilment; or

  • Other circumstances where a remedy is required under applicable law.

Any product-specific restrictions will be communicated on the relevant product page or before purchase.

17. Sale and Discounted Products

Products sold during promotional, clearance, sale or discounted periods may be subject to different return and exchange conditions.
Unless otherwise stated on the product page or promotional communication, sale and discounted products are not eligible for return or exchange.
Customers should review the applicable terms before completing a purchase.

18. Refunds

MULA does not generally provide refunds for change-of-mind purchases where the product has been correctly supplied and is not defective, damaged or otherwise eligible under this policy.
Where a refund is approved, it will generally be processed to the original payment method used for the transaction.
Refunds may be applicable for circumstances including:

  • Wrong product delivered;

  • Product damaged in transit;

  • Genuine manufacturing or quality defect;

  • Product unavailable after payment has been received; or

  • Other circumstances where MULA determines that a refund is appropriate or where required by applicable law.

Refund processing will generally be initiated within 7–10 working days after approval of the refund.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer, payment provider or other financial institution.

19. Refunds for Orders Cancelled by MULA

MULA reserves the right to cancel an order where:

  • The product is unavailable;

  • There is a material pricing or product information error;

  • The product fails our quality standards;

  • The order cannot reasonably be fulfilled;

  • Fraudulent or unauthorised activity is suspected; or

  • Other legitimate operational or legal reasons require cancellation.

Where payment has already been received, the applicable amount will be refunded through the original payment method.

20. Exchanges

Where an exchange is approved, the replacement product will be subject to:

  • Product availability;

  • Requested size, colour or style availability;

  • Inspection of the returned product; and

  • Applicable product-specific conditions.

If the requested replacement is unavailable, MULA may offer an alternative resolution.
Products once exchanged may not be eligible for a further exchange unless otherwise approved by MULA or required by applicable law.

21. International Returns and Exchanges

International orders are generally not eligible for standard returns or exchanges.
However, an exception may be considered where:

  • The wrong product was delivered;

  • The product arrived damaged; or

  • The product has a genuine manufacturing defect.

Any approved international return or replacement may be subject to additional shipping, customs and handling requirements.
Where the issue is not attributable to MULA, the customer may be responsible for applicable return shipping and other related costs, subject to applicable law.

22. Refused or Undelivered Shipments

If an order is refused by the customer or cannot be delivered because of incorrect address details, failure to receive the shipment, non-payment of applicable customs charges, or another reason attributable to the recipient, the shipment may be returned to MULA.
Any refund, where applicable, may be subject to deduction of shipping, return-to-origin, customs, handling or other charges actually incurred, subject to applicable law and the circumstances of the order.

23. Product Care

Customers are responsible for following the care instructions provided with the product or displayed on the Website.
Natural textiles, natural dyes and handcrafted products may require specific care to maintain their quality and appearance.
MULA will not be responsible for damage caused by improper washing, ironing, drying, storage, alterations, chemical treatment or other improper handling by the customer.

24. Customer Support

For shipping, delivery, cancellation, return, exchange or refund-related queries, please contact:

MULA LIVING — Sandhya Enterprises

When contacting us regarding an order, please include your order number so that we can assist you efficiently.

25. Policy Changes

MULA may update this Shipping Policy from time to time to reflect changes in our business, logistics arrangements, products or applicable legal requirements.

Any revised version will be published on the Website with an updated “Last updated” date.

By placing an order through https://mula.living/, you acknowledge that you have read and understood this Shipping Policy, together with