Free Standard Shipping for Orders Above ₹ 1000

Frequently Asked Questions

TOP QUERIES

1) Why has Durex launched its own website?

The biggest reason to launch our own website is to ensure we control the overall consumer experience and empower our consumers with an easy way of shopping.

2) What is Discreet Delivery?

We take your discretion very seriously, so please be rest assured that Delivery is always discreet, regardless if the shipping destination is your home, your office or any other address. Our delivery fleet will deliver the products to your respective address that has been selected. We mean it when we say Discreet and the delivery guy will also not know. The products ordered would be shipped in a discreet packaging box, which would only have your name and address details on it.

3) How will the packaging look like in case of a discreet delivery?

We deliver all our products in plain brown boxes, without branding. Furthermore, there will be no content description on the outside of the parcel, only the carrier label will be displayed. As a result no-one beside you will know the nature of the contents inside.

DELIVERY & RETURNS

1) What are the types of delivery available?
Standard Delivery Days
In Metro cities 2-4 days
In rest of India 3-5 days

2) How much does delivery cost?

Rates Standard Delivery
Below Rs:550 50
551-1000 30
> 1000 Free Delivery

Note :-

  • Orders placed after 2pm will be shipped on the next day.
  • Orders Post Shipping cannot be cancelled.
  • We do not deliver on Sundays , Bank and Public Government Holidays.
3) How long do standard deliveries take?

As mentioned above with our standard delivery we aim to deliver within 2-4 working days.

4) What happens if I am out when delivery is attempted?

All orders will be delivered to the delivery address you have provided us.In case our carrier cannot deliver your order, two additional delivery attempts will follow.

5) How can I be assured that of discreet delivery?

We take your discretion very seriously, so please be rest assured that Delivery is always discreet, regardless if the shipping destination is your home, your office or any other address.

6) Between what times do deliveries take place?

We will deliver up to 6pm, Monday to Saturday. The communications process would be as follows:

Messages When
Order Confirmation Post Order Confirmation
Shipping Confirmation Post Shipping from the WH
Out for Delivery Confirmation Day of Final delivery with the Delivery agent's name

All orders will be delivered to the delivery address you have provided us. In case our carrier cannot deliver your order, two additional delivery attempts will follow.

Note: We do not deliver on Sundays and Bank Holidays.

CANCELLATION & RETURN POLICY

1) What is Durex Cancellation Policy?

The order can be cancelled until it has not been packed in our Warehouse through our website/M-Site. The entire amount paid will be credited into the same payment mode which was used while placing the order.

2) How do I cancel my Order?

The order can be cancelled under “My Orders” section.

3) What is Durex Returns policy?

If you are not 100% satisfied with your purchase, you can return your order within 10 days after the original purchase date and get a full refund. In case you would like to return the product please keep in mind the product must not be used and must be returned in the state you received them and be returned in the original packaging.

If for whatever reason you're not happy with your purchase in terms of product, simply contact our Customer Service Centre who will take care of everything for you.

You can contact our Customer Service center here : -8376888888

You can Track your order https://ecomexpress.in/ with the AWB no provided post shipping on your mobile number.

4) When is the refund policy applicable?
  • You received a wrong item …… Ooops this is embarrassing!.
  • You found the item missing!.
  • You found the item damaged!.
  • You received a bad quality product!.
5) How and when do I get my refund?

You will be refunded directly back to the Payment card used for the original payment. You can expect the money to be refunded within 7-10 days from the point we have received the returned product.

Note :- For COD there needs to be no money to be returned

6) Can I place a replacement for any single product?

Yes .We would love to service it subjective to availability.

7) Who can I contact if I have a question about a delivery?

For Delivery Queries :- 8376888888

PAYMENTS

1) Which Payment types do you accept?

We accept the following payment options at Durex

  1. All Credit and Debit Cards
  2. Net banking Options
  3. Payment Wallets
  4. NEFT/RTGS/IMPS
  5. Cash on Delivery ( Only at selected pin codes)
2) How does the Cash on Delivery (COD) payment work?

Cash on Delivery (COD) options are available and accepted upto Rs: 5,999/- .While checking out you may select the COD Options availability.

3) Why can’t I see COD option in my payment page?
  1. Order value may be higher than Rs:5,999/-
  2. Our delivery partners may not support the Cash on Delivery for your pincode
4) I am being charged GST while checkout. What is GST?

GST is a single tax which subsumes everything else like VAT, Excise, Entry tax etc. This is levied on every goods or services and has to be borne by the consumer.

5) How is the GST amount decided?

If applicable, the amount of GST collected from customer depends on the product category and will be calculated as follows:-

Min. 5% - Max. 28% of net payable (MRP - product discount - coupon discount) will be collected from the customer.

6) If I return/cancel the purchased product will the GST/VAT amount charged be refunded?

Yes the amount would be returned into the source account as per our Returns policy.