Hailey Family

Every Chiaroscuro is made with the intent to stay with you for years. Our products are covered by a two-year warranty against manufacturing defects, and we stand by what we make—with care, and with honesty.

If something doesn’t feel right, write to us with photographs of the piece and the concern. We’ll look at it closely and guide you on what can be done.

feedback@chiaroscuro.in
WhatsApp +91 98115 17699

A Note on Repairs

Leather, by nature, evolves—and often, it can be restored. While not every piece can be repaired in the same way, we assess each bag individually and suggest what is possible. In some cases, variations in leather, colour, or age may shape the outcome, and older pieces may not return to their original state—but we will always try.

In over a decade of making, we’ve seen our bags last 4–6 years of everyday use when cared for well—often longer. As long as there is something we can do, we will not turn a piece away. Leather, after all, is meant to endure.

Within Warranty

If your piece is within the two-year warranty period (with valid proof of purchase), repairs for manufacturing defects will be carried out at no cost.

You will be responsible for shipping the product to us. We will take care of return shipping after the repair. Any applicable duties or taxes remain your responsibility.

Beyond Warranty

If your piece falls outside the warranty period, or if the concern is due to wear over time, we will still be happy to help. Once assessed, we’ll share a repair quote for your approval.

The cost reflects the nature of the repair and the time taken by our artisans. We approach this simply—to extend the life of your piece, not to profit from it.

Shipping costs (both ways) for such repairs will be borne by you, and included in the final estimate.

What We’ll Need

To help us assess your request, please share:

• Photographs in natural light (front, back, sides, inside, and close-ups of the concern)
• Your original order number or the email ID used to place the order
• A brief note on what you would like us to address

A Few Things to Keep in Mind

• The warranty does not cover wear and tear, improper storage, or damage arising from not following suggested care.
• We recommend using a trackable shipping service, as the piece remains your responsibility until it reaches us.
• Repairs are taken in only after prior confirmation via email or WhatsApp.
• Timelines may vary, but most repairs take upwards of two weeks from the time we receive the piece.

Made to be used, made to evolve—and when needed, made to be restored.

Production Time

Each Chiaroscuro piece is either ready to move, or made with time and intention.

• Ready to Ship pieces are dispatched within 2 business days of your order.

• Pieces marked Ships in 3/4 Weeks are made to order and dispatched within the stated timeline.
  

Once your order is placed, we’ll write to you within 2 business days to confirm the expected dispatch timeline for made-to-order pieces.

For made-to-order pieces, we understand that sometimes time matters. In cases of genuine urgency—travel, a special occasion, a birthday or anniversary, or a move—we can, where possible, accommodate a rush request.

This does not mean the piece is hurried in its making. The artisan is given the time required to complete the bag with care. Instead, we adjust our workflow—working on a first-order, first-produced basis, and carefully inserting select urgent requests within our existing queue so they can be dispatched sooner.

We request that such considerations be reserved for genuine needs. In most cases, allowing the process its full course ensures the integrity of both the work and the people behind it.

While we will always try, the ability to accept rush requests depends on our current production load and may not always be possible.
Please note that rush orders are not eligible for return under our return policy.

Shipping & Delivery

We ship across India and internationally through trusted partners. Shipping costs are calculated based on the total weight of your order.

• Within India, orders above ₹10,000 qualify for complimentary ground shipping.

For all orders, once dispatched, you will receive an email with your tracking details and a link to follow your shipment.

Each order is packed in our secure, recognisable Chiaroscuro packaging—designed with care, using minimal plastic and recycled paper wherever possible. We recommend holding on to the box, as it is ideal should you ever need to send your piece back to us for service or repair.

Deliveries are handled with care and verified at handover—through OTP confirmation or signature/ID checks—to ensure they reach you securely.

Estimated Delivery Timelines (from dispatch):

• Air (India): 1–3 business days

• Ground (India): 5–7 business days

• DHL / Aramex (International): 4–12 business days*

• India Post (International): 15–21 business days*

*These timelines are indicative. While we work closely with our shipping partners, transit times are not within our direct control and are not guaranteed. Delays may occur depending on destination, logistics conditions, or customs clearance.

A Few Things to Keep in Mind

• Deliveries within India are attempted up to three times by our courier partners. They may reach out via call or WhatsApp—please keep an eye on the contact number shared with your order.

• International orders may be subject to duties and taxes as per your country’s regulations. These are to be borne by the customer.

• In case of incorrect shipping details, any additional cost for re-delivery will be the customer’s responsibility.

• Delays caused by circumstances beyond our control—such as natural events or disruptions in transit—may occasionally occur.

Made with time, and delivered with care.

We accept payments via cards issued by Visa, Mastercard, American Express, and Maestro (worldwide), along with net banking across most major Indian banks.

All transactions are securely processed through Razorpay, our payment gateway, which uses industry-standard encryption to keep your details safe. Razorpay also offers EMI options on most major credit and debit cards, should you prefer to space out your payment.

We do not offer Cash on Delivery. As most of our pieces are made to order, production begins once payment is received.

If you prefer to pay via bank transfer or UPI, you may write to us at info@chiaroscuro.in or whastapp +91-9811517699 and we will share the relevant details.

Gifting

If you’d like to send a Chiaroscuro piece to someone else, a few small steps ensure it reaches them as intended:

• Add your chosen piece to your cart.

• Mention “It’s a gift” under Special Instructions—we’ll exclude invoices and price tags.

• Use your own email at checkout, so all order updates come directly to you.

• Enter the recipient’s name, address, and contact details under Shipping Address.

A small gesture, carried through with care.

Returns

We accept returns within 14 calendar days of delivery.

To be eligible, the piece must be unused, with all original tags intact, and returned in its original packaging—including dust bag, box, and dispatch note.

Some pieces are made specifically for you, and therefore cannot be returned. These include:

• Custom or made-to-order bags

• Any variation from our standard designs (additional pockets, handles, structural changes, etc.)

• Custom colours

• Monogrammed pieces

• Rush orders

Orders, once placed, cannot be cancelled. If needed, a return request may be initiated after delivery.

Processing a Return

Once we receive your piece, it will be carefully inspected. You will be notified of the outcome, and if approved, the refund will be processed to your original method of payment within 7 business days.

Please ensure your order number is included with the return.

Returns that show signs of use, damage, or alteration may not be accepted.

Shipping & Charges on Returns

• Shipping costs are non-refundable.

• If your original order qualified for free shipping, a flat ₹600 will be deducted from your refund.

• Return shipping to us is your responsibility. We recommend using a trackable courier service and retaining proof of dispatch.

• If you prefer, we can arrange a return pickup—charges will be shared on actuals.

A restocking fee is applied as follows:

• Up to ₹2,000 — ₹500

• ₹2,001 – ₹6,000 — ₹1,000

• ₹6,001 – ₹10,000 — ₹2,000

• ₹10,001 – ₹15,000 — ₹3,000

• Above ₹15,000 — ₹4,000

This fee allows us to account for the time and effort involved in processing each order—payment gateway charges, careful packaging, and the work of the people behind it. As a small business, we value and account for this time in a way larger systems often don’t.

Made with care, and handled with the same thought—at every step.