Shipping & Delivery Policy

Last updated: 14 September 2026

This policy explains how Access World (“Access”, “we”, “us”) ships orders placed on www.accessworld.in and through our WhatsApp assistant. It is published in line with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 as amended by the Consumer Protection (E-Commerce) (Amendment) Rules, 2026, and the Legal Metrology (Packaged Commodities) Rules, 2011. By placing an order, making a payment or accepting delivery you confirm that you have read and agree to the terms below, which apply together with our Terms & Conditions and Returns & Warranty Policy.

1. Where we ship and what it costs

Coverage. We currently ship within India only, to pin codes serviced by our courier partners. Serviceability is checked at checkout; some remote, restricted or high-altitude locations may not be serviceable or may need extra transit time.
Standard shipping is free on every product, to every serviceable pin code in India.
Express shipping, where available for your pin code, can be selected at checkout and the additional charge is shown before you pay. All charges are inclusive of applicable taxes.
Cash on Delivery (COD) is available only on eligible products and pin codes as shown at checkout. Many high-value, imported or restricted products are prepaid-only. COD serviceability is set by the courier and can change between order placement and dispatch; if a COD order becomes non-serviceable we will contact you to arrange prepaid delivery or cancel the order.
Store pickup. You are welcome to collect your order from our Experience Store at G15, Ground Floor, Grand Zone, Phoenix Palladium, Lower Parel, Mumbai 400013 during mall hours. Please wait for our “ready for pickup” message before visiting, and carry your order number and a photo ID.

2. How we fulfil orders

Access World carries 150+ brands. Not every product is physically stocked at our Mumbai warehouse at all times. Depending on the product, your order is fulfilled in one of three ways:

Stocked at our Mumbai warehouse. Dispatched within 1-2 business days and delivered in the regular 4-5 business days for most of India (often 1-2 days within Mumbai).
Stocked with the brand’s authorised distributor or dealer elsewhere in India. For many products we place the order with the brand’s distributor after you order, and the item is either shipped to our warehouse and then to you, or shipped by the distributor directly to you. This normally adds 3-7 business days before dispatch. You will still receive a genuine, brand-warranted product with our invoice.
Pre-order / made to order / restocking. The dispatch window shown on the product page applies.

Dispatch timing is at our discretion. We decide when and from which location an order is dispatched, in the sequence that lets us fulfil it correctly. We may hold an order to consolidate items, to wait for distributor stock, to complete quality checks, or to verify the order. Any dispatch date we give you is a good-faith estimate, not a guarantee.
If stock is delayed. If we learn that a product will take longer than about 15 business days to source, we will contact you and offer, at your choice: to wait, an alternative colour or variant, an alternative product, or a full refund to the original payment method. If we cannot reach you within 5 business days of our attempts, we may cancel and refund the order.
Order verification. Every order is verified before dispatch. We may call or message you to confirm the delivery address, phone number or payment, and dispatch will be held until verification is complete. We may cancel orders that fail verification, appear fraudulent, or where the price or stock was listed in error; any amount paid will be refunded in full.
Cut-off. Orders for warehouse-stocked items placed before 2:00 PM IST on a business day (Monday-Saturday, excluding public holidays) are normally dispatched the same or next business day.
Packing. Products are shipped in the brand’s original sealed packaging inside an outer carton. For high-value items we record a packing video before the parcel leaves us, to protect both parties in the event of a dispute.

3. Estimated delivery time

Regular delivery is 4-5 business days after dispatch for metro and Tier-1 cities. Rest of India: 5-8 business days. Remote / North-East / island / hill locations: 7-12 business days.
Mumbai orders for warehouse-stocked items are usually delivered in 1-2 days, and same-day where shown at checkout.
All delivery times are estimates provided by our courier partners, counted in business days from the date of dispatch (not the date of order) and are not guaranteed. They exclude Sundays, public holidays, festival periods and courier network restrictions. Where an item is sourced from a distributor (section 2), the sourcing time is in addition to these transit times.

4. Tracking

Once your order is dispatched you will receive the courier name and tracking number by e-mail, SMS and/or WhatsApp, and you can track it from the “Tracking” link in our website footer. Tracking scans can lag actual movement by 24-48 hours, particularly between courier hubs. If a shipment shows no scan for more than 4 business days, message us with your order number and we will raise it with the courier.

5. Your responsibilities at delivery

Address accuracy. You are responsible for providing a complete and correct address, landmark and a reachable mobile number. Once dispatched, address changes are subject to courier approval and may delay delivery; a change to a different city may not be possible.
Delivery attempts. Couriers will usually make up to 2-3 delivery attempts. If a parcel is undeliverable because of an incorrect or incomplete address, the recipient being unavailable or unreachable, refusal to accept, or a request to hold beyond the courier’s limit, it will be returned to us (RTO). Re-shipping an RTO parcel may attract a re-shipping charge, and repeated refusals may result in the order being cancelled and refunded net of the actual shipping costs incurred.
Refusing delivery and chargebacks. Refusing a correctly delivered parcel, not collecting it, or being unreachable does not entitle you to a chargeback or payment dispute. A refused or uncollected order is treated as a cancellation after dispatch under our Terms & Conditions: once the parcel is back with us and verified sealed and unused, we refund the price less the forward and return shipping costs actually incurred, to the original payment method. We retain courier proof of delivery attempts, OTP and signature records, and packing videos, and will contest any chargeback raised for an order that was delivered, refused or returned in this way.
OTP / identity verification. High-value items may be delivered only against an OTP sent to the registered mobile number or a signature. Please keep the OTP handy; sharing the OTP with anyone other than the courier representative is at your own risk.
Check the parcel before signing. If the outer packaging is visibly damaged, wet, opened or tampered with, please refuse the delivery and note the reason with the courier, then inform us the same day. Accepting a visibly damaged parcel without a remark limits our ability to claim against the courier.
Unboxing video. We strongly recommend recording a continuous unboxing video of every order. Any claim of a damaged, missing or incorrect item must be reported to us within 48 hours of delivery with photographs and, wherever available, the unboxing video and images of the shipping label. Claims raised after 48 hours, or without supporting evidence, may not be accepted.

6. Delays, and what we are and are not responsible for

We hand your order to a third-party courier and cannot control its network once it leaves our premises or the distributor’s.

Delays outside our control. Delivery may be delayed by events beyond our reasonable control, including but not limited to courier network congestion, hub or vehicle breakdowns, mis-routing, incorrect or incomplete address details, distributor stock delays, strikes and bandhs, weather, floods, cyclones and other natural events, curfews, government or regulatory action, festival-season volume, epidemics, or failure of a courier partner to collect or deliver on schedule. In such cases the estimated delivery time is extended for the duration of the disruption.
No liability for courier delays. To the fullest extent permitted by law, Access is not liable for any delay in delivery caused by a courier or logistics partner, a distributor, or any event listed above, and such delay does not entitle you to compensation, a discount, damages or reimbursement of any kind, including for inconvenience, loss of use, missed events or any indirect or consequential loss. Our responsibility is to dispatch the order within a reasonable time and to actively follow up with the courier on your behalf until it is delivered.
What we will do. If your order is delayed beyond the estimate, contact us and we will escalate with the courier, share the latest status and, where the courier confirms the shipment is lost, arrange a replacement or a full refund at your option once the courier’s claim is confirmed (usually within 7-10 business days of it being declared lost).
Cancellation for delay. If a prepaid order has not been dispatched within 15 business days of the order date, or has not been delivered within 15 business days of dispatch and is not out for delivery, you may request cancellation and we will refund the full amount (for dispatched parcels, once the courier confirms the recall). Orders already out for delivery or attempted cannot be cancelled on grounds of delay.
Our people. Our support team will always try to help. We do, however, expect courteous communication. We reserve the right to end calls or chats that involve abusive, threatening or harassing language, and to deal with such orders in writing only, without affecting your statutory rights.

7. Product information, origin and importer details

In line with the Legal Metrology (Packaged Commodities) Rules and the E-Commerce Rules, each product page displays the MRP inclusive of all taxes, net quantity, country of origin, and the name and address of the manufacturer or importer, along with the applicable warranty, so that you can make an informed decision before you buy. Where a price reduction is shown, the previous price displayed is the reference price for that product. All products are genuine and sourced from the brand or its authorised Indian distributor.

8. Grievance redressal

If you have a complaint about shipping or delivery, please contact our customer care first:

Call / WhatsApp: +91 97731 47046 or +91 98705 99153 (Mon-Sat, 11:00-20:00 IST)
WhatsApp assistant “Arch”: +91 84240 40700 (24×7, with human escalation)
E-mail: phoenix@accessinfoworld.com

If your issue is not resolved to your satisfaction, you may escalate to our Grievance Officer, appointed under the Consumer Protection (E-Commerce) Rules:

Name: Bhavikk
Designation: Grievance Officer, Access World
E-mail: phoenix@accessinfoworld.com (subject line “Grievance - Order #<number>”)
Phone: +91 98705 99153
Address: Access World, 238 NM Joshi Marg, 2nd Floor, Pragati Industrial Estate, Lower Parel (E), Mumbai 400011, Maharashtra

Every complaint is acknowledged within 48 hours, you will receive a copy of the complaint as recorded, and we aim to resolve it within one month of receipt. You may also contact the National Consumer Helpline on 1915 or via consumerhelpline.gov.in.

9. General

Title and risk in the goods pass to you on delivery. Returns: no product may be sent back without a written Return Authorisation from us; where a return is approved we arrange courier pickup wherever possible. If you send a product yourself, or without authorisation, it remains at your risk until we receive and sign for it. Use a tracked and insured courier and keep the receipt, because no refund, replacement or credit is due for a parcel lost or damaged on its way to us. See our Returns & Warranty Policy.
Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or other applicable law that cannot be excluded by agreement.
This policy is governed by the laws of India and subject to the dispute-resolution clause in our Terms & Conditions, with courts in Mumbai having jurisdiction save where consumer law provides otherwise.
We may update this policy from time to time; the version published on this page at the time of your order applies to that order.