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Frequently Asked Questions (FAQs)

1. How can I place my order?
Please follow the steps below to place an order on the Website:

  1. You can search for a product via the “Looking for...” bar or by browsing through the Website. 
  2. Once you find the product of your choice, select the item and click the “Add to Bag” tab. 
  3. A pop-up menu will appear providing you with two options: to “Continue Shopping” or to “Proceed to Checkout”. Click on the tab of your preference. 
  4. If you wish to “Continue Shopping”, you can add more items to your bag by repeating steps a and b as mentioned above. 
  5. Once all the items of your choice are added to your bag and your shopping is complete, place your order by clicking the “Proceed to Checkout” tab.
  6. Fill in all the required information such as your name, address, phone number, email address and payment method.
  7. Click the “Place Order” tab. 
  8. Verify your details and click “Confirm Order” to place your order.
  9. You will receive an Order Confirmation email in your inbox. 
  10. Now, impatiently wait for your package to arrive at your door! 😋

2. How long will it take for my order to arrive once I place an order?
Once you place an order, you will receive an order confirmation email from us. Please note that the delivery window time does not include weekends/public holidays. 

Inside the Valley (Kathmandu, Lalitpur, Bhaktapur): your package will be delivered to you within 2-3 days of the confirmation email being sent from our end. 

Outside the Valley: your package will be delivered to you within 2-5 days of the confirmation email being sent from our end (dependent on location/weather conditions/other unforeseeable circumstances beyond our control)

3. How do I return your packaging?
Motivated by the circular economy model, our packaging is centered around the concept of “Return. Reuse. Reduce. Recycle. Repeat.” We intend to design out waste from our packaging by closing the loop. As a company, we have taken the first step in becoming more sustainable. You, as a consumer, have the power to be an active participant of change too. You can read more on our packaging and sustainability efforts here. 

  1. On the Checkout page (the same page on which you will enter your information and details), you will find a question regarding our packaging. Please select the first option: “Yes, I will return the packaging bag with your delivery person”. 
  2. When our delivery person arrives at your door, please collect all the items you ordered, then return our packaging right away with our delivery person. Once we receive the packaging back from you, we will reuse it: we commit to reusing it over and over again so often and to such an extent that the bag will have tiny holes peeping through.

However, if your preferred choice is to keep the packaging to reuse it yourself, you can buy the packaging bag for a cost of Rs. 260.

4. Where do you deliver to?
We deliver inside the valley to Kathmandu, Lalitpur and Bhaktapur; and outside the valley, to all major cities across Nepal. 

5. Do you deliver on weekends and/or public holidays?
No, as we are closed on weekends and during public holidays, we will not be delivering during those days. Please note that the delivery window time does not include weekends/public holidays.

6. What are your Customer Care hours? 
Our Customer Care hours are from 9:30 am - 5:30 pm, Sunday - Friday.

7. Which modes of payment do you accept?

Currently, we accept the following modes of payment:

-       Cash on Delivery: please note that we only accept Nepali Rupees (NPR) 

-       Scan and pay with Fonepay on delivery

-       Scan and pay with eSewa on delivery

-       eSewa 

-       Card: Visa/Mastercard/UnionPay International

8. How do I create a user account on the Website?

  1. Click the “Login” tab on the upper right corner of the Website.
  2. Select the “Sign Up” tab.
  3. Fill in all the required information: name, email address and phone number.
  4. Create a strong password for your account. Make sure that you have your password written/saved before you press “Submit”. Please note that you will not be receiving your password via email.
  5. Click the “Submit” tab.
  6. Go to your email inbox: you should receive an email verification. Follow the instructions to verify your email. 
  7. Your user account is created. Log in and happy shopping! 😊

9.  Is it mandatory to create a user account to purchase from the Website? Are there any benefits of creating a user account?

    a. While it is not mandatory to create a user account to purchase from the Website, we hope that you choose to create a user account with us for a wholesome and hassle-free shopping experience. 
    b. There are several benefits of creating a user account:
              i. You can view your order history.
             ii. You can track your order easily. 
            iii. You can cancel your order easily within 6 hours of order placement. 
            iv. Your items will be saved in "My Bag" for the next time you shop. 
    c. However, if you prefer not to create a user account, you can place an order as a guest by executing all the steps outlined in Answer 1 above.

10. How can I track my order?

  1. If you have created a user account with us, you can log in to your account and click the “Order Status” tab. Please note that the order status will show as “Pending” until the delivery is completed.
  2. If you do not have a user account, you can click the “Track Your Order” link which will be sent in your confirmation email along with your order confirmation.
  3. You can call us at +977-01-5431545 to find out the status of your order. Our Customer Care hours are from 9:30 am - 5:30 pm, Sunday - Friday.

11. How can I cancel my order? 
You will only be able to cancel your order if the cancellation is requested within 6 hours of the order confirmation email being sent to you from our end. Cancellations that have exceeded 6 hours of order time will not be accepted. You can cancel your order in three ways:

To cancel your order via your order confirmation email:

  1. Scroll to the bottom of the order confirmation email, to the Notes section. 
  2. The second point on this section addresses order cancellations. Click the corresponding hyperlink - a separate page will open. 
  3. Click the “Cancel Order” tab at the bottom of the page.
  4. You will receive an Order Cancellation email in your inbox.

To cancel your order via your user account:

  1. If you have created a user account with us, log in to your account.
  2. Click the “Welcome (your name)” tab on the upper right-hand side of the window. 
  3. Click the “My Order” tab.
  4. Click the “Cancel Order” tab on the corresponding Order Number that you want to cancel. 
  5. You will receive an Order Cancellation email in your inbox.

Alternatively, you can email us at [email protected] or call us at +977-01-5431545 to cancel your order. Our Customer Care hours are from 9:30 am - 5:30 pm, Sunday - Friday.

12. How can I modify my order?
  To modify your order, after you have added an item to your bag but before you have checked out your order, please follow the steps below: 

  1. On the Checkout page (the same page on which you will enter your information and details), there is a “Edit Bag” tab. Click on the tab
  2. Click on the trash icon . This will remove the product from your bag.
  3. Search for the product of your choice, select the item, then “Add to Bag” again.

Please note that after you have checked out your order and received an order confirmation email from us, modifying your order is not possible. An alternative option is to cancel your order within 6 hours of you receiving the order confirmation email, and reordering again. If this is your preferred option, please follow the steps outlined in Answer 11 above.

13. What will happen to my order if an item is out of stock after my order has been placed?
The system will not let you place an order if an item is out of stock.

14. What should I do if I get a damaged/faulty item or if an item is missing? 

  1. In order to avoid this scenario, please check your items as soon as our delivery person hands it over to you. If an item is damaged/faulty, you can return it with her/him immediately. If an item is missing, you can inform her/him accordingly. We will try our best to exchange the item as soon as we can. 
  2. If you need an item to be exchanged, please request for an exchange within 3 days from the date of delivery. Your item will be exchanged given that it meets all the criteria as per the Return and Exchange Policy. You can email us at [email protected] or call us at +977-01-5431545. Our Customer Care hours are from 9:30 am - 5:30 pm, Sunday - Friday. Please note that the earlier you inform us, the quicker we will be able to expedite your request. Exchange requests that have exceeded 3 days of order time will not be accepted.
  3. Please note that we do not accept any returns on products that are sold. 
  4. Please visit our Return and Exchange Policy for further details.

15. What is the criteria for exchanging a purchase?

Exchanges will only be accepted under the following conditions:

  1. The exchange is requested within 3 days from the date of delivery. Please note that the earlier you inform us, the quicker we will be able to expedite your request. Exchange requests that have exceeded 3 days of order time will not be accepted.
  2. The item that is requested to be exchanged meets all the criteria as per the Return and Exchange Policy. 
  3. The delivered product is damaged/faulty or incorrect.
  4. The size of the product ordered does not fit the customer (e.g. shoes).
  5. The product’s original packaging and all tags, labels and seals must be intact. Please note to especially not open/break the seals of products listed in the Beauty, Mom & Baby, and Health & Wellness categories on the Website. In the case that the product’s seal/packaging is torn/open/damaged in any manner, the Website will not accept the product for exchange. 
  6. The product must be unused and without any damage or scratches. In the case that the product is damaged and in inadequate condition due to mishandling from the customer, the Website will not accept the product for exchange. 
  7. Please visit our Return and Exchange Policy for further details.
  8. Please note that change of mind is not a valid reason for exchange.

16. Can I return an item if I have changed my mind about it? 

  1. We will NOT be accepting any returns on products that are sold. 
  2. Change of mind is not a valid reason for return or exchange. 
  3. Please visit our Return and Exchange Policy for further details.

17. Do I have to pay an extra shipping charge if I choose to exchange a product?
This depends on the reason for exchange: 

  1. If the item you receive is damaged/faulty or is an incorrect delivery, your item will be exchanged without you incurring any shipping charges. 
  2. If the size of the item is the reason for exchange (e.g for shoes), your item will be exchanged given that it meets all the criteria as per the Return and Exchange Policy . Extra shipping charges will apply. 
  3. Please note that change of mind is not a valid reason for exchange.

The request for exchange needs to be submitted within 3 days from the date of delivery. Please note that the earlier you inform us, the quicker we will be able to expedite your request. Exchange requests that have exceeded 3 days of order time will not be accepted.

You can submit a request for exchange in three ways: via our delivery person when s/he comes to drop off your order, by emailing us at [email protected] or by calling us at +977-01-5431545. Our Customer Care hours are from 9:30 am - 5:30 pm, Sunday - Friday.

18. Can I send an item to someone as a gift?
Absolutely! You can make a purchase and send it to your loved one as a gift by entering the receiver's address in the “Destination Address” and “Exact Delivery Location” on the Checkout Page. Remember to specify her/his name as well as any other details in the “Order Notes” section of the page. If you want to send a short personalized note along with the package delivery, include that in the “Order Notes” section as well - we’d be delighted to make someone’s day! 😊
 

 

Contact us for curated and customized corporate gifting options!

We are no longer accepting orders from individual customers.

Tavisi has made a transition to now serve exclusively to business/corporate houses!