Frequently Asked Questions

We currently deliver across the Kathmandu Valley, including Kathmandu, Lalitpur, and Bhaktapur districts. We are actively expanding to Pokhara and Chitwan. Enter your postal code at checkout to confirm delivery availability in your area.

Standard delivery within Kathmandu Valley is NPR 100 for orders under NPR 3,000. Orders of NPR 3,000 and above receive free delivery. Same-day express delivery is available at NPR 200 for orders placed before 11 AM.

Yes. Orders placed before 11 AM are eligible for same-day delivery within the Kathmandu Valley. Select the “Same Day Express” option at checkout. Your order will arrive between 2 PM and 8 PM on the same day.

Yes, we offer a free in-store pickup option. Select “Store Pickup” during checkout and choose a convenient pickup window. Your order will be ready for collection within 2 hours of confirmation. Our store is open Monday through Saturday, 7 AM to 8 PM, and Sunday, 8 AM to 6 PM.

Once your order is dispatched, you will receive an SMS and email with a tracking link. You can also log into your account on our website and visit the Orders section to view real-time delivery status.

All perishable items are packed in insulated, temperature-controlled containers with ice packs. Dairy, meat, and frozen products are separated and maintained at safe temperatures throughout transit. Our delivery vehicles are equipped with cold-chain monitoring to ensure freshness from our warehouse to your doorstep.

Yes. Every product listed in our store carries a verified organic certification from accredited bodies including Nepal Organic Certification, NASAA, or equivalent international standards. We audit our partner farms regularly and maintain full traceability from field to shelf.

Each product page displays the certification badge and the certifying authority’s name. You can click the badge to view the certificate number and verification details. For bulk or wholesale inquiries, we can provide copies of certification documents upon request.

Organic products are grown and processed without synthetic pesticides, chemical fertilizers, genetically modified organisms (GMOs), or artificial preservatives. Our farmers follow sustainable agricultural practices that protect soil health, conserve water, and promote biodiversity.

Our core range is 100% certified organic. A small number of household and personal care items may carry “natural” or “eco-friendly” labels rather than full organic certification. These are clearly marked on their product pages so you can make informed choices.

We maintain a rigorous quality assurance process. Our sourcing team visits every partner farm, inspects growing conditions, and reviews certification documents before onboarding. After harvest, products undergo freshness checks at our warehouse, and our cold-chain delivery system preserves quality throughout transit.

Once your return is approved, refunds are initiated within 2 business days. Refunds to digital wallets (eSewa, Khalti, IME Pay) typically appear within 24 hours. Bank and card refunds may take 5–10 business days depending on your financial institution.

Yes, you will receive a full refund of the product price. Original delivery charges are refundable only if the return is due to a quality issue, damaged product, or an error on our part. If the return is due to a change of mind, the original delivery fee is non-refundable.

Yes. During the return process, you can opt for store credit instead of a refund to your original payment method. Store credit is applied instantly and never expires. As a thank-you, we add a 5% bonus to the credit amount when you choose this option.

If more than 10 business days have passed since your refund was approved and you have not received it, please contact our customer support team with your order number and refund confirmation email. We will investigate the matter with our payment provider and ensure resolution within 48 hours.