Shipping & Delivery Policy

Last updated: August 2025

This Shipping & Delivery Policy ("Policy") governs how Duchess Pastry processes, ships, and delivers orders placed via our website (DuchessPastry.com), Progressive Web App, or by phone. By placing an order with Duchess Pastry, you agree to the terms below.

1. Order Channels

We accept orders through:

Online – via our website checkout flow.
On-Call – by telephone at +91-[9080022593] during our operating hours (9 AM to 8 PM IST, Monday–Sunday).

All policies below apply equally to both online and on-call orders.

2. Service Area & Zones

← Scroll horizontally to view all columns →

Zone	Distance Range	Delivery Fee (₹)	Estimated ETA (minutes)
Zone A	0–5 km	₹40	20–30 mins
Zone B	5–10 km	₹60	25–35 mins
Zone C	10–15 km	₹80	30–40 mins
Zone D	15–20 km	₹100	35–50 mins
Zone E	20–25 km	₹130	40–60 mins
Zone F	25–30 km	₹160	50–70 mins
Zone G	30–35 km	₹200	60–80 mins
Zone H	35–40 km	₹240	70–90 mins
Zone I	40–45 km	₹280	80–100 mins
Zone J	45–50 km	₹320	90–120 mins

Orders beyond 50 km will be declined at checkout (online) or by our support team (on-call).

3. Order Processing

Order Confirmation

Upon placing your order (online or on-call), you will receive an order number and summary via email and SMS (if a mobile number is provided).

Preparation Time

Typical kitchen prep time is 30 - 60 minutes, depending on order size.

Status Updates

You can track your order's progress in your account under "My Orders," which displays each stage:

Received – We have your order and are preparing your items.
Preparing – Kitchen is assembling and baking your pastries.
Dispatched – Order has left our kitchen and is with the delivery partner.
Delivered – Order has arrived at the delivery address.

4. Delivery Estimates

Online Checkout

Estimated delivery window appears before payment.

On-Call Orders

Our representative will provide an ETA when confirming your order.

Variability

Times are estimates only and may vary due to traffic, weather, or high order volumes.

5. Delivery Fees & Minimums

Delivery Fee

As per your zone (see Section 2).

Minimum Order Value

₹150 per order. Orders below this amount will incur a ₹50 small-order surcharge.

6. Failed or Missed Deliveries

Customer Unreachable

If the delivery partner cannot reach you, we will call or SMS.

Re-Delivery Attempt

We will make one additional attempt at no extra charge if the issue is our error (e.g., rider misroute).

Customer Error

If none of the contact methods succeed due to customer unavailability or incorrect address, the order is considered delivered. No refunds or re-deliveries will be provided.

7. Special Instructions & Accessibility

You may add delivery notes (e.g., "Call on arrival," "Leave at gate") during online checkout or share them with our agent for on-call orders.

Please ensure someone is available to receive the order. Deliveries are handed off in a contact-free or face-to-face manner, per your preference.

8. COVID-19 & Health Precautions

All delivery partners follow strict hygiene protocols, including mask use, hand sanitization, and contact-free drop-offs if requested.

You may specify "Contact-Free Delivery" in your order notes or to our support agent.

9. Questions & Support

For any delivery issues, ETA inquiries, or special requests, please contact:

Email: hello@duchesspastry.com

Phone: +91-9080022593 (9 AM – 8 PM IST, Mon – Sun)

10. Changes to This Policy

We may update this Policy from time to time. The "Last updated" date reflects the most recent changes. Continued use of our Service after updates constitutes acceptance.