CROSBY

Luxury Bespoke Furniture

Shipping & Returns Policy

Effective January 2025

Every piece in the Crosby collection is conceived, designed, and handcrafted to order — a singular expression of traditional Indian craftsmanship and contemporary sensibility. Because no two commissions are alike, we ask that you read this policy carefully before placing your order. It has been written to be clear, fair, and reflective of the craft behind every piece we make.

I.  Shipping & Delivery

Production Timelines

All Crosby furniture is made to order. Production begins only after advance payment is received and your final design is approved. The timelines below reflect the meticulous nature of handcrafted work and may extend by 10–21 working days for commissions involving significant customisation, specialty materials, or complex artisanal techniques such as bone inlay, hand-carving, or metal detailing. Peak season (October–March) may also add to lead times.

Timelines

commence from the date of advance payment receipt and confirmed design approval.

Dispatch

& Packaging

All orders are dispatched from our Delhi atelier. Prior to dispatch, every piece undergoes a final quality inspection, is professionally photographed for our records, and is packed using multi-layer protective materials — soft cloth, foam, bubble wrap, corner guards, and custom wooden crating where required — in accordance with ISO 9001 and BIS transportation standards.

We ship exclusively with premium logistics partners experienced in high-value furniture. All shipments carry full insurance coverage for the order value and GPS-enabled tracking throughout transit.

Delivery

Timelines

Transit times are calculated from the date of dispatch, following completion of production and quality clearance.

International

shipping terms (FOB, CIF, etc.) are confirmed individually during order processing. Customs duties, import taxes, and clearance fees at the destination are the customer’s responsibility.

Receiving

Your Order

Our logistics team will contact you 24–48 hours before delivery to confirm the date, time window, and access requirements. Please ensure that someone is present to receive and inspect the piece.

Upon delivery, we ask that you:

–    Examine external packaging for visible damage before signing anything.

–    Unbox in the presence of delivery personnel and inspect all surfaces, joints, and finishes.

–    Note any concerns on the delivery receipt before signing — this is essential for any subsequent claims.

–    Photograph any damage or defects immediately.

White

Glove Delivery

Standard delivery covers transportation to your ground floor or building entrance. White Glove Service — including room placement, assembly, installation by trained technicians, and packaging removal — is available in select cities for an additional fee. Please enquire at the time of ordering.

Failed or Refused Deliveries

If delivery cannot be completed due to customer unavailability, rescheduling fees of ₹1,000–₹3,000 apply, varying by location and item size. Storage charges of ₹500 per day are levied if items must return to the warehouse, commencing after the first 7 days. Items unclaimed after 30 days may be disposed of without refund.

Delivery failures caused by incorrect address information, inaccessible locations, or refused delivery without documented cause are the customer’s responsibility. Forward and return shipping costs will be deducted from any applicable refund, and a 25% restocking fee applies to refused deliveries.

Payment

A 50% advance payment is required at the time of order confirmation to commence production. The remaining 50% is due prior to dispatch (prepaid orders) or upon delivery (Cash on Delivery, select locations and values only). International orders require 70% advance payment before production begins.

Accepted payment methods: Bank Transfer (NEFT/RTGS/IMPS), UPI, and Credit/Debit Cards via PCI-DSS compliant gateways.

Time-Sensitive Requirements

If you have an event-driven deadline, contact us before placing your order. Rush commissions may incur additional fees and are subject to artisan and material availability.

WhatsApp: +91 8826860000     |     Email: care@crosby.co.in

II.  Returns & Cancellations

Cancellations

Orders may be cancelled within 24 hours of placement, provided production has not yet begun and no materials have been procured or designs transmitted to our workshops. To request cancellation, contact us immediately via WhatsApp (+91 8826860000) or email (care@crosby.co.in) with your order number.

Approved cancellations within the 24-hour window are eligible for a Crosby Store Credit of equivalent value, issued within 7–10 working days, less a 10% administrative fee to cover design consultation, processing, and payment gateway costs. Store Credits are redeemable against any future purchase on thecrosbystore.com and carry no cash value.

After the 24-hour window, cancellations are no longer possible. All advance payments are non-refundable and no store credits are issued. Production delays — however caused — do not constitute grounds for cancellation.

When We Will Make It Right

While returns on bespoke commissions are not accepted, Crosby stands fully behind the quality of its craftsmanship. We will repair, replace affected components, or in exceptional cases remake the entire piece if:

–    A structural defect affects the functionality or safety of the piece.

–    There is a significant finish defect not attributable to natural material characteristics.

–    Dimensions fall outside the ±5mm tolerance standard for handcrafted furniture.

–    The piece delivered materially differs from the confirmed order specifications.

–    Damage was sustained during transit and is properly documented at the time of delivery.

To initiate a claim, notify us within 24 hours of delivery at care@crosby.co.in with your order number, a detailed description of the issue, photographs from multiple angles, and your signed delivery receipt with any delivery-time notes. International returns are subject to additional shipping fees and custom duties, which are the customer’s responsibility.

Apart from conditions reserved herein above, the following products shall not be eligible for return or exchange: any product that exhibits physical damage to the box or to the product or is returned without the original packaging, and all other items originally included with the product at the time of delivery. Please note we do not provide returns/exchanges on customized products.

Please note we provide no refunds on any goods sold. Goods once sold can only be exchanged for replacement if they meet our terms and conditions. However, should the issue remain unresolved, the store will offer you a credit note to use against a future purchase. Disclaimer: All policies are subject to change without prior notice. In case of any conflict Terms & Conditions Policy would prevail.

What We Do Not Cover

The following are not covered under our remediation policy:

–    Change of preference, taste, or circumstance after design approval.

–    Natural material characteristics: wood grain, knots, mineral streaks, natural colour variation, and patina development — these are inherent qualities, not defects.

–    Colour variation from digital representations (screens cannot replicate the depth of natural materials).

–    Dimensional variations within ±5mm, inherent to handcrafted work.

–    Damage occurring after delivery acceptance, from improper use, exposure to heat or moisture, or unauthorised modification.

–    Transit damage claims not documented at the time of delivery or reported after 24 hours.

–    Glass or mirror damage claims submitted without an unboxing video.

Glass & Mirror Damage Protocol

An unboxing video is mandatory for all claims involving glass, mirrors, marble, or other fragile materials. In cities where Crosby maintains a service network, verified transit damage to glass or mirror components will be replaced and installed at no cost. In other locations, we provide financial reimbursement at ₹100 per square foot for local fabrication and installation. Approved reimbursements are processed within 10 working days of claim validation.

Resolution Options

Where a claim is validated, we will propose the most appropriate remedy from the following, at our discretion:

–    On-Site Repair — our craftsmen visit your location, typically within 7–14 days of claim approval.

–    Component Replacement — affected parts are recreated and fitted professionally (25–45 days depending on complexity).

–    Full Replacement — the entire piece is remade to original specifications, following standard production timelines.

–    Crosby Store Credit — for minor cosmetic issues you choose to retain, or in exceptional cases where repair/replacement is not feasible, a credit of equivalent value is issued for use on future purchases.

Where a monetary remedy is warranted — in the exceptional case where a fundamental structural defect cannot be repaired and a full replacement is not feasible — Crosby will issue a Store Credit of equivalent value to the original purchase price, redeemable against any future purchase on thecrosbystore.com. Monetary refunds are not offered on customised or bespoke orders under any circumstances. Store Credits are processed within 10–15 working days of resolution approval.

A Note on Natural Materials

Wood, stone, bone, metal, and fabric are living materials. They carry the marks of their origin — grain patterns, mineral variations, tonal differences — and they evolve gracefully with time and light. At Crosby, we consider these characteristics integral to the authenticity and beauty of the work. They are not imperfections; they are the signature of the hand.

Customer Care 

Monday–Saturday, 10:00 AM – 7:00 PM IST

care@crosby.co.in  |  WhatsApp: +91 8826860000

www.thecrosbystore.com

All disputes fall under the exclusive jurisdiction of Delhi courts, India. This policy operates under the Consumer Protection Act, 2019 and the Indian Contract Act, 1872.