Shipping policy

Shipping Destinations

We currently ship to selected international destinations. Customers must provide a complete and accurate shipping address, including the recipient’s full name, contact number, and postal/ZIP code, to ensure successful delivery.

Thilakawardhana Online is not responsible for delays, non-delivery, or additional charges arising from incorrect or incomplete address details provided by the customer.

Order Processing

  • Orders are generally processed within 1–3 business days after payment confirmation.
  • Processing times may be extended during promotional periods, public holidays, peak seasons, or due to operational requirements.
  • Orders placed on Saturdays, Sundays, or public holidays will be processed on the next business day.

Shipping Time

After dispatch, delivery is estimated to take 10–21 business days, depending on:

  • Destination country
  • Courier service selected at checkout
  • Customs clearance procedures
  • Local delivery conditions

Delivery times are estimates only and are not guaranteed. Delays caused by customs inspections, weather conditions, transportation disruptions, courier operations, or other circumstances beyond our control are not the responsibility of Thilakawardhana Online.

Order Dispatch & Tracking

Once your order has been shipped, a confirmation email with a tracking number will be sent to the email address provided at checkout.

Please note that shipping time is calculated from the dispatch date, not from the order date.

Product Availability

Orders are packed and dispatched subject to product availability.

If an item becomes unavailable after an order is placed, our Customer Service Team will contact you to discuss the available options before dispatch.

Shipping Charges, Duties & Taxes

All charges related to international shipping are the responsibility of the customer, including but not limited to:

  • Shipping charges
  • Customs duties
  • Import taxes
  • VAT/GST
  • Brokerage fees
  • Handling fees
  • Any other charges imposed by the destination country or courier

Shipping charges are calculated based on the destination, package weight, dimensions, and courier service selected, and will be displayed at checkout before payment.

These charges are non-refundable.

Delivery Attempts & Failed Delivery

Our courier partners will attempt delivery according to their local delivery policy.

If delivery fails due to reasons including but not limited to:

  • The customer is unavailable
  • The customer does not answer the phone
  • The customer is unreachable
  • Incorrect or incomplete address details
  • Failure to collect the parcel
  • Refusal to accept the parcel
  • Failure to respond to courier communications

the customer shall bear all additional costs, including redelivery charges, return shipping charges, storage charges, customs charges, disposal charges, and any other expenses incurred.

If a parcel is returned to us due to failed delivery, any refund, if approved, will be made after deducting all shipping costs, return shipping costs, customs charges, handling fees, and any losses incurred by Thilakawardhana Online. In some cases, no refund may be possible if the courier or customs authority does not return the parcel.

Missing or Damaged Items

If your order arrives damaged or if any item is missing, please contact us within 3 days of delivery.

Please provide:

  • Order Number
  • Photographs of the outer package
  • Photographs of the damaged or incorrect item(s)
  • A brief description of the issue

Email: online@thilakawardhana.com

Claims submitted after 3 days may not be accepted.

Address Changes

Delivery will be made only to the shipping address provided during checkout.

If you need to change your address, contact us immediately before dispatch. Once an order has been shipped, address changes may not be possible.

Any additional courier charges arising from an address change request will be borne by the customer.

Order Changes

Products cannot be changed once an order has been dispatched.

Requests for modifications must be made before shipment, and we will attempt to accommodate them where possible.

Order Cancellation

Orders may be canceled only before dispatch.

Cancellation requests should be sent as soon as possible to:

Email: online@thilakawardhana.com

Once an order has been shipped, it cannot be canceled.

Limitation of Liability

Thilakawardhana Online is not liable for:

  • Delays caused by customs, courier services, or local authorities
  • Failed delivery due to customer unavailability or incorrect information
  • Additional charges imposed by customs or courier services
  • Losses arising from refusal to accept delivery
  • Parcels abandoned, destroyed, or disposed of by customs or courier authorities

Need Assistance?

For assistance regarding your order, shipping, or delivery, please contact our Customer Support Team.

Email: online@thilakawardhana.com