UPSOLE / CUSTOMER CARE

Shipping & Delivery Policy

This Shipping & Delivery Policy explains how orders placed through www.upsole.com are processed, dispatched and delivered.

UPSOLE is operated by GLAMPOSE.

By placing an order on www.upsole.com, you agree to the terms set out below.

1. Where We Deliver

UPSOLE ships to serviceable PIN codes across India.

Delivery availability may vary depending on:

  • Customer location
  • Courier serviceability
  • Order value
  • Payment method
  • Operational or logistical restrictions

If a particular PIN code is not serviceable, the order may not be accepted or we may contact you to discuss the available options.

At present, orders placed through www.upsole.com are intended for delivery within India unless otherwise specifically stated.

2. Order Processing

Once your order has been successfully placed, you will receive an order confirmation through the contact information provided during checkout.

Before dispatch, an order may undergo:

  • Payment verification
  • Address verification
  • Inventory confirmation
  • Fraud or security checks
  • Order preparation and quality checks

We aim to process confirmed orders as quickly as reasonably possible.

Orders placed during weekends, public holidays, major sale periods or high-volume launches may require additional processing time.

3. Estimated Delivery

The estimated delivery period depends on the delivery PIN code and the courier partner servicing your location.

An estimated delivery timeline may be displayed during checkout, in your order confirmation or through tracking information after dispatch.

Delivery estimates are provided as a guide and are not guaranteed delivery dates unless UPSOLE specifically communicates otherwise.

Delivery may take longer for:

  • Remote locations
  • Non-metro areas
  • Restricted service areas
  • High-volume sale periods
  • Public holidays
  • Extreme weather conditions
  • Unexpected transportation disruptions

We will make reasonable efforts to have your order delivered within the estimated period communicated to you.

4. Shipping Charges

Any applicable shipping charge will be clearly displayed during checkout before you complete your order.

UPSOLE may offer:

  • Free shipping
  • Conditional free shipping
  • Promotional shipping offers
  • Paid shipping

depending on the order value, location, promotion or other applicable conditions.

The shipping charge shown at checkout will apply to that order.

5. Cash on Delivery

Cash on Delivery may be available for selected orders and serviceable PIN codes.

COD availability may depend on factors such as:

  • Delivery location
  • Order value
  • Previous order history
  • Courier availability
  • Risk or fraud checks

Where a Cash on Delivery fee applies, it will be displayed before the order is confirmed.

UPSOLE may restrict COD availability for certain orders where reasonably necessary.

6. Order Tracking

Once your order has been dispatched, tracking information will normally be shared through one or more of the following:

  • Email
  • SMS
  • WhatsApp
  • Your UPSOLE customer account
  • Courier tracking page

Please allow some time after dispatch for the courier partner’s tracking system to update.

If tracking information does not update for an unusually long period, contact us at hello@upsole.com.

7. Delivery Attempts

Our courier partner may make one or more delivery attempts depending on the location and logistics service being used.

Please ensure that:

  • The delivery address is complete
  • The PIN code is correct
  • The mobile number provided is active
  • Someone is available to receive the shipment

The courier partner may contact you by telephone or message to coordinate delivery.

8. Incorrect or Incomplete Address

Customers are responsible for providing accurate shipping information when placing an order.

Please check your:

  • Name
  • Mobile number
  • House or building number
  • Street or locality
  • Landmark, where useful
  • City
  • State
  • PIN code

If you notice an error after placing an order, contact hello@upsole.com as soon as possible.

We will make reasonable efforts to update the address before dispatch, but an address change cannot be guaranteed once the order has been processed or handed over to the courier partner.

UPSOLE will not ordinarily be responsible for delivery failure caused solely by materially incorrect or incomplete information supplied by the customer.

9. Changing the Delivery Address

A delivery address may be changed only if the order has not progressed beyond the stage at which the change can reasonably be made.

Once an order has been dispatched, changing the delivery address may not be possible.

To request an address correction, email:

hello@upsole.com

Include your:

  • Order number
  • Original delivery details
  • Correct delivery details

10. Failed Delivery

A shipment may be marked undeliverable or returned to UPSOLE if:

  • The customer is repeatedly unavailable
  • The delivery address cannot be located
  • The address provided is incorrect or incomplete
  • The customer cannot be contacted
  • The customer refuses the shipment
  • The courier cannot safely or legally deliver to the location

If a prepaid order is returned to us because of a failed delivery, our team will contact you regarding the available next steps.

Where redelivery is requested because of an address error, repeated non-availability or refusal attributable to the customer, an additional shipping charge may apply. Any such charge will be communicated before redelivery.

11. Refused Cash on Delivery Orders

Please place a Cash on Delivery order only if you intend to accept the shipment.

Repeated refusal of confirmed COD orders may result in UPSOLE restricting Cash on Delivery for future purchases associated with the relevant customer details.

Prepaid ordering may still be available, subject to our normal order checks.

12. Delayed Shipments

Although we work with logistics partners to deliver orders promptly, delays can occasionally occur.

Possible causes include:

  • Weather conditions
  • Transportation interruptions
  • Courier network delays
  • Public holidays
  • Government restrictions
  • Natural events
  • Strikes or civil disruption
  • High-volume shopping periods
  • Operational issues outside our reasonable control

If your shipment experiences a significant delay, please contact hello@upsole.com with your order number.

Our team will coordinate with the courier partner and assist with the shipment status.

Where a delivery delay gives rise to a return, cancellation, refund or other remedy under applicable Indian consumer law, the appropriate remedy will be provided.

13. Lost Shipments

If tracking indicates that your order has been lost in transit or the courier confirms that the shipment cannot be delivered, please contact us at hello@upsole.com.

Once the matter has been verified with the logistics partner, UPSOLE will provide an appropriate resolution, which may include:

  • Reshipment of the product
  • Replacement, subject to availability
  • Refund of the eligible amount

You will not be expected to bear the cost of a shipment confirmed as lost while in transit to you.

14. Damaged Package at Delivery

If the outer package appears significantly damaged, tampered with or opened when delivered, we recommend inspecting it carefully.

If the product inside is damaged, defective, missing or incorrect, contact us as soon as reasonably possible at:

hello@upsole.com

Please provide your order number and clear photographs of the package and product where relevant.

Such requests will be handled in accordance with our Return, Exchange & Refund Policy.

An unboxing video may be helpful in resolving certain delivery issues but will not, by itself, be treated as the only acceptable evidence of a genuine claim.

15. Incorrect Product Received

If UPSOLE delivers:

  • The wrong sneaker
  • The wrong colourway
  • The wrong size
  • An incorrect quantity

please contact hello@upsole.com.

Once the issue is verified, UPSOLE will arrange the appropriate return and replacement without charging the customer additional return or replacement shipping costs.

If the correct product cannot be supplied, an appropriate refund or other remedy will be offered in accordance with our Return, Exchange & Refund Policy and applicable law.

16. Exchanges and Reverse Shipping

Exchange requests are governed by the UPSOLE Return, Exchange & Refund Policy.

Eligible unworn footwear may be requested for exchange within 3 calendar days from delivery, subject to the conditions stated in that policy.

For approved size exchanges, UPSOLE will arrange the applicable reverse pickup and replacement without additional shipping charges in accordance with our Return, Exchange & Refund Policy.

Reverse pickup availability may depend on courier serviceability at the customer’s PIN code.

Where reverse pickup is unavailable, our customer-support team will provide alternative instructions.

Please do not independently return a product without first receiving instructions from UPSOLE.

17. Separate Exchange Pickup and Delivery

For an approved exchange, the original pair may first be collected and returned to UPSOLE for inspection.

The replacement pair may be dispatched after the returned product has been received and approved.

For this reason, collection of the original pair and delivery of the replacement may take place on different dates.

Replacement products are subject to stock availability.

18. Multiple Products in One Order

Where an order contains multiple products, items may occasionally be shipped together or separately depending on inventory and fulfilment requirements.

If products are dispatched separately:

  • You may receive more than one tracking number
  • Packages may arrive on different days
  • You will not be charged additional shipping solely because UPSOLE chooses to split the shipment

19. Sale and Promotional Periods

Orders placed during launches, sales, promotional events or other high-demand periods may require additional processing or delivery time.

Where a materially different delivery timeline applies to a particular promotion, we will endeavour to communicate it on the relevant page or during checkout.

Return and exchange eligibility for promotional orders is governed by the UPSOLE Return, Exchange & Refund Policy.

20. Order Cancellation Before Dispatch

If you wish to cancel an order, contact us at hello@upsole.com as soon as possible.

We will make reasonable efforts to cancel an order that has not yet been processed for dispatch.

Once an order has been dispatched, cancellation may no longer be possible through the shipping process and the applicable return or exchange policy may need to be followed.

21. Cancellation by UPSOLE

UPSOLE may cancel an order before dispatch for legitimate reasons including:

  • Product becoming unavailable
  • Payment verification failure
  • Suspected fraudulent activity
  • Incorrect or incomplete delivery information that cannot be resolved
  • Courier service becoming unavailable
  • Obvious pricing or system errors
  • Other circumstances making fulfilment reasonably impossible

If UPSOLE cancels a prepaid order after successfully receiving payment, the applicable amount will be refunded.

22. Refunds for Undelivered Orders

Where an eligible prepaid order cannot be fulfilled or delivered and a refund has been approved, UPSOLE will initiate the refund in accordance with our Return, Exchange & Refund Policy.

Refunds will ordinarily be processed to the original payment method.

After initiation, your bank, card issuer, UPI provider or payment gateway may require additional time to reflect the amount in your account.

23. Ownership and Responsibility During Transit

UPSOLE remains responsible for properly handing the shipment to its authorised logistics partner and assisting customers with genuine delivery issues.

Customers should contact us if tracking shows delivery but the package has not actually been received.

Such cases may require investigation with the logistics provider before a replacement or refund can be approved.

24. Delivered but Not Received

If the tracking status shows Delivered but you have not received the package:

  1. Check with family members, reception, security personnel or others authorised to receive deliveries at the address.
  2. Confirm whether the courier has left the package at an agreed delivery location.
  3. Contact UPSOLE promptly at hello@upsole.com if the shipment remains missing.

We will raise the matter with the logistics partner and assist with the investigation.

25. Customer Support

For shipping, tracking or delivery assistance:

UPSOLE Customer Care

Operated by: GLAMPOSE

Email: hello@upsole.com

Website: www.upsole.com

Please keep your order number available when contacting us.

26. Consumer Grievances

If a shipping or delivery issue has not been resolved through regular customer support, you may contact our Grievance Officer:

Email: hello@upsole.com

We aim to acknowledge consumer grievances within the period required under applicable Indian law and endeavour to resolve them as promptly as reasonably possible.

27. Consumer Rights

This Shipping & Delivery Policy is intended to operate alongside applicable Indian consumer-protection and e-commerce laws.

Nothing in this policy is intended to exclude, restrict or override a consumer right or remedy that cannot legally be waived.

Where applicable law provides a customer with a greater right or remedy than this policy, the applicable legal requirement will prevail.

28. Changes to This Policy

GLAMPOSE may update this Shipping & Delivery Policy from time to time to reflect changes in courier arrangements, shipping services, business operations or applicable requirements.

The latest version will always be available at www.upsole.com.

Changes will not retrospectively reduce any statutory right relating to an order already placed.