Shipping Policy

Last updated: August 10, 2026

At Van Hugo, we roast in small batches and ship quickly, so your coffee arrives as fresh as possible. Here's how shipping works.

Order Processing

Orders are processed within 24 business hours of being placed. Orders placed on weekends or public holidays are processed on the next business day.

Because we roast to order in small batches, some products may have a slightly longer processing time - this will be noted on the product page if applicable.

Once your order ships, you'll receive a confirmation email with your tracking details.

Shipping Rates & Delivery Estimates

We currently ship across India via trusted courier partners. Delivery estimates (from the time of dispatch, not order placement) are:

Shipping charges are calculated at checkout based on your delivery address and order weight. We offer free shipping on orders above ₹999.

These are estimates, not guarantees - delivery times may be affected by courier delays, weather, customs (for any international orders), or other events outside our control.

Order Tracking

Once your order ships, you'll get an email (and/or SMS) with a tracking link so you can follow your package to your door. If you haven't received tracking information within 2 business days of placing your order, please email us at customercare@vanhugo.com.

International Shipping

At this time, we ship only within India. We're working on expanding - if you'd like to be notified when international shipping becomes available, drop us a line at customercare@vanhugo.com.

Packaging

We package every order carefully to protect freshness and prevent damage in transit - our bags are sealed with one-way degassing valves to keep your coffee tasting its best from roast to cup.

Damaged, Lost, or Delayed Orders

If your order arrives damaged, or hasn't arrived within the estimated delivery window, please contact us at customercare@vanhugo.com with your order number (and a photo, if the package is damaged). We'll work with our courier partner to sort it out - whether that's a replacement, refund, or redelivery. See our Return & Refund Policy for more detail.

Address Changes & Order Issues

If you need to update your shipping address, please contact us at customercare@vanhugo.com as soon as possible after placing your order. We can only make changes before your order has shipped - once it's on its way, we're unable to redirect it.

We are not responsible for orders delivered to an incorrect address provided at checkout, but we're always happy to help you sort things out with the courier where possible.

Cash on Delivery

We offer partial Cash on Delivery on eligible orders. A partial payment is collected online at checkout, with the remaining balance payable in cash to the courier at the time of delivery.

We don't offer full Cash on Delivery. This is mainly to protect the quality of what we ship you: coffee is a fresh, perishable product, and full-COD orders have a much higher rate of refusal at the doorstep (Return to Origin, or "RTO"), which means a freshly roasted bag travels back and forth in transit instead of reaching a customer while it's at its best. Full-COD orders are also more frequently associated with fake or fraudulent orders, which drives up costs for everyone. Collecting a partial payment upfront helps us confirm your order is genuine and keep our coffee and our prices where they should be.

The partial amount paid online at checkout is non-refundable, including if you refuse or fail to accept delivery of the parcel.

Questions?

Reach us anytime at customercare@vanhugo.com - we're happy to help.