Shipping & Delivery Policy

Last Updated: 19-08-2026

At Broklay London, we aim to process and deliver your orders safely and efficiently. This Shipping & Delivery Policy explains how orders placed through our website are processed, dispatched, and delivered.

Please read this policy carefully before placing an order.

1. Brand & Billing Information

Broklay London is the customer-facing brand through which our products are marketed and sold.

Please note that Knoll Pharmaceuticals may act as the billing and/or merchant entity for transactions made through our website.

Accordingly, Knoll Pharmaceuticals may appear on your invoice, payment confirmation, receipt, bank/card statement, or other transaction-related documents.

This does not affect the delivery of your Broklay London order.

2. Order Processing

Once an order is successfully placed and payment is confirmed, we begin processing your order.

Orders are generally processed within 1–3 business days, subject to product availability and operational conditions.

Orders placed on weekends or public holidays may be processed on the next business day.

During sales, promotional campaigns, new product launches, or periods of unusually high order volume, processing may take additional time.

3. Shipping & Delivery Time

After your order has been dispatched, delivery is generally expected within:

3–7 business days for most locations in India.

Delivery timelines may vary depending on your location, courier service, weather, public holidays, operational conditions, or other circumstances beyond our reasonable control.

Remote or difficult-to-reach locations may require additional delivery time.

The estimated delivery period is indicative and does not constitute a guaranteed delivery date unless specifically stated otherwise.

4. Shipping Charges

Applicable shipping charges, if any, will be displayed at checkout before you complete your purchase.

From time to time, Broklay London may offer free shipping or promotional shipping offers subject to the terms of the applicable promotion.

Any shipping offer may be modified or withdrawn without prior notice.

5. Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including:

• Full name

• House/building number

• Street/locality

• City

• State

• PIN code

• Valid contact number

Broklay London will not be responsible for delays, failed deliveries, or additional charges resulting from incorrect, incomplete, or inaccurate delivery information provided by the customer.

If an incorrect address is provided, please contact us as soon as possible. We will try to assist, but changes may not be possible once the order has been dispatched.

6. Order Tracking

Once your order has been dispatched, tracking information may be shared with you through email, SMS, WhatsApp, or other available communication channels.

You may use the tracking information provided to monitor the status of your shipment.

In case the tracking information does not update immediately, please allow reasonable time for the courier system to reflect the latest status.

7. Delivery Attempts

Our courier partner may make multiple delivery attempts depending on its operational procedures.

Please ensure that someone is available at the provided delivery address to receive the order.

If delivery cannot be completed because the recipient is unavailable, the address is incorrect, or the courier is unable to contact the recipient, the shipment may be returned to the sender.

Any re-shipping or additional delivery charges arising from customer-related delivery issues may be applicable.

8. Delayed or Lost Shipments

Although we work with logistics partners to ensure timely delivery, delays may occasionally occur due to:

• Weather conditions

• Natural disasters

• Public holidays

• Transportation disruptions

• Courier operational issues

• Incorrect address or contact information

• High order volumes

• Government or regulatory restrictions

• Other circumstances beyond our reasonable control

If your order appears to be significantly delayed or lost, please contact our customer support team with your order number.

We will coordinate with the applicable courier or logistics partner to investigate the shipment and provide an appropriate resolution.

9. Damaged Packages

Please inspect the package at the time of delivery where reasonably possible.

If your package appears visibly damaged, opened, tampered with, or otherwise compromised, please contact us as soon as possible and provide:

• Order number

• Photographs/videos of the outer package

• Photographs/videos of the products received

• Description of the issue

We may require such information to investigate the matter with the courier or logistics partner.

10. Wrong or Missing Products

If you receive an incorrect product or any item appears to be missing from your order, please contact us within 48 hours of delivery.

Please provide your order number along with clear photographs/videos of the package and products received.

After verification, we may arrange an appropriate resolution in accordance with our Returns & Refund Policy.

11. Undelivered or Returned Orders

If an order is returned to us because of:

• Incorrect or incomplete address

• Recipient unavailable

• Repeated failed delivery attempts

• Customer refusal to accept the package

• Incorrect contact information

• Other customer-related reasons

we may contact you regarding the next steps.

If re-shipping is requested, additional shipping charges may apply.

Any refund, where applicable, will be subject to our Returns & Refund Policy and applicable deductions, if any.

12. Cash on Delivery

Where Cash on Delivery (COD) is available, COD orders may be subject to additional verification.

We reserve the right to contact customers to confirm COD orders before dispatch.

COD availability may vary depending on the customer’s location, order value, courier availability, or other operational factors.

13. International Shipping

Unless specifically stated on our website, Broklay London currently offers delivery within India only.

If international shipping becomes available, applicable shipping charges, customs duties, taxes, import charges, and other applicable fees may be the responsibility of the customer unless otherwise stated.

14. No Guaranteed Delivery Date

The delivery timelines displayed on our website are estimates and may vary.

We do not guarantee delivery on a specific date unless a specific delivery commitment has been expressly communicated and confirmed by us.

Broklay London shall not be responsible for delays caused by circumstances outside our reasonable control.

15. Contact Us

For shipping or delivery-related questions, please contact us:

Brand: Broklay London
Billing/Merchant Entity: Knoll Pharmaceuticals
Email: Broklaylondon@gmail.com
Phone: +91-98109-545-33
Address: 162/169, Great Portland Street,5th Floor, London W1W 5PF (UK)

When contacting us regarding an order, please provide your order number and the contact details used while placing the order.

Important Notice

Broklay London is the customer-facing brand. Knoll Pharmaceuticals may appear as the billing and/or merchant entity for purchases made through our website.

Therefore, customers may see Knoll Pharmaceuticals on invoices, receipts, payment confirmations, or transaction records, while the products and delivery may be associated with the Broklay London brand.