Shipping & Delivery Policy

RunTailor works with trusted logistics and service partners to ensure your orders reach you safely and on time.

• Product Orders (E-Shop): All physical product deliveries from the RunTailor e-shop are fulfilled through Delhivery, one of India's leading logistics providers. Delhivery handles pick-up from our fulfillment centres, transit, and last-mile delivery to your doorstep.
• Service Orders (Tailoring & Alterations): For tailoring, alteration, stitching, and restoration service orders, pick-up and delivery of garments are coordinated directly by the assigned tailor or RunTailor's local partner in your city. Logistics for service orders may be handled by the tailor in person or through a local delivery associate arranged by RunTailor.

RunTailor is continuously expanding its network across India. To ensure seamless service:

• Pin code serviceability is verified at the time of checkout before you confirm your order.
• If your pin code is not currently serviceable, you will be notified immediately on the app so you can explore alternative options or join a waitlist for your area.
• Serviceability for service orders (tailor pick-up and delivery) and product deliveries may differ based on partner availability and Delhivery's courier network.
• We regularly update our serviceability map. Check the RunTailor app for the latest coverage in your area.

Delivery timelines depend on the type of order placed:

• For service orders, the estimated completion and return timeline is shown on the booking screen and confirmed by your assigned tailor after garment pick-up.
• E-shop product timelines are counted from the date of dispatch and exclude public holidays and Sundays.
• Timelines may be affected by high demand periods, adverse weather, or logistical constraints beyond our control.

RunTailor provides full visibility into your order status:

• Service Orders: Track your garment through an in-app status timeline that includes milestones such as Order Confirmed → Tailor Assigned → Pick-Up Scheduled → Garment Received → In Progress → Ready for Delivery → Out for Delivery → Delivered. You will receive push notifications at each key stage.
• Product Orders (E-Shop): Once your order is dispatched, you will receive a Delhivery tracking ID via SMS and email. You can track your shipment in real time on the Delhivery website or directly through the RunTailor app using the tracking ID.

• If a delivery attempt fails because no one was available to receive the package, Delhivery (for product orders) or the assigned logistics associate (for service orders) will make up to 3 delivery attempts on consecutive business days.
• You will be notified of each failed attempt via the app, SMS, and email, along with options to reschedule delivery or update the delivery address.
• If all 3 attempts are unsuccessful, the shipment will be returned to origin. For product orders, a refund (minus applicable shipping charges) will be initiated once the package is received back at our fulfillment centre. For service orders, you will be contacted to arrange an alternative pick-up or delivery schedule.
• Re-delivery after a failed attempt is subject to availability and may incur a nominal re-delivery charge, communicated transparently before confirmation.

RunTailor takes the safety of your orders seriously. In the unlikely event of damage or loss:

• Reporting a Damaged Package: If your product order arrives damaged, report the issue within 48 hours of delivery through the RunTailor app. Provide photographs of the damaged packaging and product. Our support team will initiate a claim with Delhivery on your behalf.
• Reporting a Lost Shipment: If your order shows as delivered but was not received, raise a dispute within 72 hours of the reported delivery date. We will investigate with Delhivery and keep you updated throughout the process.
• Resolution: Subject to investigation outcomes, RunTailor will offer a replacement or a full refund for verified cases of damage or loss during transit.
• For service orders, if a garment is lost or damaged while in the tailor's custody or during local logistics, the liability is shared between RunTailor and the partner tailor. Please refer to our Refund Policy for detailed resolution steps.

To maintain transparency, here is how responsibility is distributed across the parties involved in your order:

RunTailor acts as a facilitating platform and is not directly liable for delays or issues caused by courier or partner actions. However, we will always assist in resolving disputes and claims on your behalf.

• RunTailor currently operates on a prepaid-only basis. Cash on Delivery (COD) is not available on the platform.
• All payments are securely processed through Cashfree Payments, which supports UPI, debit/credit cards, net banking, and wallets.
• Orders are confirmed only after successful payment. No order is dispatched or assigned to a tailor without payment confirmation.
• In the event of a payment failure, no amount is deducted. If an amount is held or debited but the order was not confirmed, it will be automatically refunded within 5–7 business days.

If you experience any issues with your delivery — including delays, failed attempts, damaged goods, or tracking problems — please reach out to us:

• In-App Support: Use the “Help” section in the RunTailor app to raise a delivery issue directly linked to your order.
• Email: support@runtailor.com
• Our support team operates Monday to Saturday, 9:00 AM – 7:00 PM IST. We aim to respond to all delivery-related queries within 24 hours.