Shipping policy

Last updated: 27 September 2026

Filament Fabrics & More (FFM)

This Policy applies to orders placed with FFM for products made using customer-supplied denim. It explains the collection of customer garments, delivery of finished products, cancellation rights, and the procedure followed when a shipment is delayed, lost or damaged. Product defects and repair requests are addressed separately in our Returns & Repairs Policy.

1. Definitions

For purposes of this Policy:

1.1 Customer garment means the denim item supplied by a customer for use in an FFM product.

1.2 FFM-arranged shipment means an inbound pickup or outbound delivery booked by FFM through its third-party logistics partner.

1.3 Customer-booked shipment means an inbound shipment booked by the customer with a courier, including a shipment for which FFM has agreed in advance to reimburse an approved amount.

1.4 Receipt by FFM occurs when the customer garment is delivered to and received at FFM’s workshop. Collection by a courier does not constitute receipt by FFM.

1.5 Prepaid order means an order for which FFM has collected payment before delivery. Cash-on-delivery (COD) order means an order for which payment is due on delivery and has not yet been collected.

1.6 Confirmed lost means the relevant logistics partner has concluded, following its tracing process, that the parcel cannot be located or delivered. A tracking delay alone does not establish permanent loss.

2. Service area, charges and collection

2.1 FFM arranges doorstep collection of customer garments and delivery of finished products at locations in India serviceable by its logistics partners. Standard FFM-arranged pickup and final delivery are included in the product price. If a collection address cannot be served, FFM will contact the customer before an alternative shipment is booked.

2.2 Following order placement, FFM usually arranges pickup within 0–2 days and provides the available collection details. Pickup timing depends on courier availability and the accuracy of the information supplied by the customer.

2.3 The customer must keep the garment clean and ready, pack it securely, empty all pockets, and hand the parcel only to the courier assigned to the booking. The customer should retain the pickup confirmation and tracking or consignment number. FFM recommends taking photographs of the garment and sealed parcel before handover for the customer’s records.

2.4 The customer must provide an accurate pickup and delivery address, PIN code and reachable phone number. If an attempt fails or the courier cannot contact the customer, FFM will seek to coordinate a further attempt or another practical arrangement. Any changed address or delivery instruction must be communicated to FFM promptly; a request to change details cannot always be implemented once a shipment is in transit.

3. Receipt, assessment and production

3.1 FFM confirms receipt when the garment reaches its workshop. FFM then assesses the garment and begins work on the made-to-order product.

3.2 Denim varies in size, wear, thickness and usable area. Customer garments are not rejected for wear, tears or sizing limitations. Where the supplied garment alone does not provide sufficient usable area or strength for the selected design, FFM incorporates the usable parts, panels and hardware of the customer’s garment alongside FFM’s rescued fabric to complete the handcrafted product.

3.3 Finished products are typically delivered around 14 days from pickup. This is an estimate rather than a guaranteed delivery date. The time may vary because of inbound and outbound transit, garment assessment, production requirements or circumstances affecting logistics. FFM will communicate a significant expected delay and share available outbound tracking details after dispatch.

4. Customer-booked shipping where FFM pickup is unavailable

4.1 If FFM-arranged pickup is unavailable, FFM and the customer may agree on an alternative. A customer should not book a courier expecting reimbursement unless FFM has approved both the courier arrangement and a maximum reimbursable amount in writing before booking. FFM determines that cap separately for each shipment.

4.2 Reimbursement is due only after the garment has been delivered to FFM and the customer supplies the original courier booking receipt and tracking record. The amount reimbursed is the lower of the actual documented charge and the amount approved in advance. Express upgrades, optional add-ons, extra services and amounts above the approved cap are excluded unless FFM approved them in writing before booking.

4.3 The customer remains the sender of record for a customer-booked shipment and is responsible for raising any transit loss or damage claim with the chosen courier. FFM will provide relevant information in its possession to support that claim. FFM does not reimburse the booking charge if the parcel fails to reach its workshop.

4.4 If the customer’s courier confirms that the garment was lost before receipt by FFM, the customer may either (a) cancel the FFM order and receive a refund of any amount paid for that order, or (b) have the product made using FFM’s rescued fabric. The claim relating to the missing garment is pursued by the customer with the courier they booked.

4.5 If no workable collection or shipping arrangement can be agreed, FFM will cancel the order and refund any amount paid to FFM.

5. Customer-requested cancellations

5.1 Cancellation requests must be sent to info@filament.co.in with the order number. Eligibility is determined by whether the garment has reached FFM’s workshop, not by a fixed number of hours after order placement.

5.2 Before pickup: The customer may cancel without a pickup or return charge. FFM will refund the amount paid for the order, if any.

5.3 After pickup but before receipt by FFM: The customer may request cancellation while the garment remains in transit. FFM will coordinate with the logistics partner to recall or return the parcel. The customer bears the actual inbound pickup and return courier costs. For a prepaid order, FFM will deduct those costs from the order refund and provide an itemised calculation. For a COD order, FFM will communicate the actual costs and collect them before arranging the return. The timing of a courier recall or return depends on the parcel’s location and the logistics partner’s process.

5.4 FFM will hold the returned garment safely while awaiting settlement of the applicable courier costs. If the return shipping fee is not paid within 30 calendar days of written notice to the customer, the garment will be deemed abandoned and repurposed into FFM’s rescued fabric inventory.

5.5 After receipt by FFM: Assessment and made-to-order work begin on receipt at the workshop. Customer-requested cancellation because the customer has changed their mind is no longer available. This clause does not address an order FFM cannot fulfil or a product issue under the Returns & Repairs Policy.

5.6 If FFM cancels because it cannot fulfil an order, it will notify the customer and refund any amount collected for that order. Refunds will be processed to the original payment method where practicable; the time for the amount to appear may depend on the payment provider.

6. Customer garments and sentimental value

6.1 The customer supplies a garment for transformation into the chosen product. FFM does not buy the garment from the customer, separately appraise it, or assign it a monetary value as a component of the product price. The order price covers the creation and delivery of the product selected by the customer.

6.2 All garments supplied by the customer are accepted strictly as pre-owned, post-consumer material for repurposing and carry no independent commercial, scrap or market value. A garment may have personal or sentimental significance. FFM cannot determine a monetary value for memories or reproduce the unique history, wear or details of a garment that is permanently lost, and sentimental value cannot form the basis of a monetary claim.

6.3 The customer should not place money, jewellery, documents or other personal items in the parcel or garment pockets. Such items are not part of the material supplied for the order.

7. Delayed or lost FFM-arranged shipments

7.1 If tracking stalls or a parcel appears missing, the customer should contact FFM with the order number and available tracking information. FFM will raise a trace with its logistics partner, request its finding and keep the customer informed. Remedies for confirmed loss depend on whether the parcel was inbound or outbound and whether payment was prepaid or due on delivery.

7.2 Customer garment lost before reaching FFM. If an FFM-arranged inbound shipment is confirmed lost:

(a) Prepaid order: The customer may choose a full refund of the amount paid for the order or have the selected product made using FFM’s rescued fabric at no additional charge.

(b) COD order: The customer may cancel without paying for the order or proceed with the selected product made using FFM’s rescued fabric at the agreed COD price.

(c) If the customer chooses rescued fabric, FFM may additionally offer a goodwill credit toward a future order. Such credit is separate from the current order and is not an automatic credit for its full listed price. FFM will not require the customer to send another garment for the same order.

7.3 Finished product lost after dispatch by FFM. If an FFM-arranged outbound shipment containing the completed product is confirmed lost:

(a) Prepaid order: The customer may choose a full refund of the amount paid for that order to the original payment method or a replacement product made using FFM’s rescued fabric at no additional charge. A replacement cannot reproduce the exact appearance or details of the original customer garment.

(b) COD order where payment was not collected: The customer does not owe the price of the undelivered order. The customer may close that order without charge or place a new order using FFM’s rescued fabric under the price and terms applicable to that new order.

(c) For a lost COD order, claims with the logistics partner are pursued solely by FFM for its own account to recover direct production and freight losses. No cash payout or recovery proceeds are payable to the customer, as no order payment was collected. FFM may consider goodwill credit toward a future order on a case-by-case basis.

7.4 FFM handles the claim with its logistics partner for shipments FFM booked. A customer-booked shipment is governed by section 4 instead. A courier’s initial tracking status is not treated as final confirmation of loss.

8. Transit damage and product concerns

8.1 The customer should inspect the parcel on delivery. Visible damage to the outer package, signs of tampering or damage to the product in transit should be reported to info@filament.co.in or through FFM’s official WhatsApp link within 24 hours of delivery. The report should include the order number and clear, unedited photographs of the packaging, shipping label and affected product.

8.2 Prompt reporting enables FFM to document the issue and approach the logistics partner within its claims process. A later-discovered product defect should be reported under FFM’s Returns & Repairs Policy. The request to report visible transit damage promptly does not replace that separate process.

9. Contact and related policies

Questions about pickup, tracking, delivery or cancellation may be sent to info@filament.co.in or through the official WhatsApp link at filament.co.in. Please include the order number in all correspondence.

This Policy should be read together with FFM’s Returns & Repairs Policy and Terms & Conditions. FFM will apply the version of the customer-facing policy made available for the order, subject to applicable law.