Shipping & Returns
We ship worldwide through FedEx or DHL within days of harvest pure and straight from Ceylon.
Please check the shipping rate to your country by adding a product to your shopping cart and selecting the country. The online tracking information will be emailed to you within two working days of placing an order.
The shipment will be delivered to your doorstep within 3 - 7 working days if not held by customs at your end. By placing an order with Dru Era you acknowledge that you have read and agreed with our store shipping & returns policies which are listed below.
We can ship your order to the countries specified on our shopping cart. Remember that you are responsible for any taxes, duties, or customs fees charged by your local government at your end.
International customers are responsible for all local import fees and duties associated with your order. Check with local authorities concerning any applicable taxes, duties, and / or customs delays before placing your order. We are not responsible for any of these fees or delays.
Some countries place restrictions on certain imports, and some of these imports are banned altogether. Please check with your local authorities before placing an order. While we can refund the merchandise cost if an item is returned to us due to import restrictions, we cannot refund the shipping and handling charges. In some cases, customs officials will confiscate the restricted items, in which can we cannot refund the merchandise or the shipping and handling costs.
If the courier company is unable to deliver the order to you as no one is available to sign and accept the package, we will contact you via email to obtain an alternate delivery address. However if we do not receive a response within 3 days the courier company may hold the package at their closest branch for collection by you. However if you delay to contact the local courier company and collect the package the package may be returned to us or destroyed. Please note that no refund will be granted in this instance.
Our goal is to provide the fastest possible service to its customers. In order to accomplish this goal, orders are automatically processed shortly after they are received. We currently cannot guarantee that we will be able to cancel your order. We recommend that all guests wishing to cancel an order do so within one hour of original order placement. If your order has not been cancelled within this timeframe, there is a good chance that your order could already be on its way to you.
To cancel your order, please contact us by emailing us at sales @ druera.com Please note that a finance charge of $5.00 will be levied on all cancelled orders. If your order has been shipped already, it will be treated as a return.
Customer satisfaction is our primary goal. We hope you enjoy your experience at Dru Era. However, if for some reason you are not satisfied with a product, please email us at sales @ druera.com within 2 days of receiving the merchandise for return authorization. Once approved, you will be given a return authorization number. Unauthorized returns and refused items will not be accepted for refunds.
Please pack the item in its original packaging (unused) and send back to us with the shipping charges prepaid by you. Clearly mark on the box "RETURN TO VENDOR."
Upon receipt of the return, we will credit your credit card or PayPal account for the full value. Because of their perishable nature, all food and/or beverage items are also non-returnable and non-refundable. We reserve the right to refuse returns that are not sent back within one week of authorization. Please note that REFUSED SHIPMENTS will not be refunded.
In cases where there are items in your order that are unavailable/out of stock, the item(s) will be backordered. We will ship these items to you as soon as they are available, at NO COST to you. Should the item(s) be unavailable for an indeterminate period of time (or if they are unavailable for more than 2 weeks), we reserve the right to cancel the backordered items and REFUND you the cost of the unavailable items.
Problems with Order Processing
We at Dru Era are dedicated to processing your order as quickly as possible. Some factors that may delay order processing are:
If there are problems processing your credit card, we will attempt to contact you. If we do not receive a response within a reasonable time period, we cannot be held liable for the order.
You may have provided incomplete or incorrect delivery details.
If you country restricts the import of an item or the courier companies do not accept haulage of the item, we will inform you provided we have had prior experience with the said item. However countries may restrict items from time to time which is beyond our control.
We will always contact you should the processing of your order be delayed in any way. Please contact us if you do require any further clarification.
Telephone : +94-723-259-359 (24 hour customer service hotline)