ORDERING & PRODUCTS
Q: How do I place an order?
A: It's simple. 1-> Visit upahaarnepal.com 2-> Browse our products and choose or contact us to build your own gift. 3->Add your personal message (we'll make them on authentic Lokta paper) 4. Pick a delivery date and recipient details 5->. Pay securely with any major international card or FonePay. We confirm your order within 24 hours.
Q: Can I customize a gift box?
A: Yes — contact us. Either select from the product available in our website, or you contact us for what gift you want to give and how do you plan it to give. It is your gift, it is your story. Let Upahaar be your assistance for your emotions to be delivered.
Q: Are your products authentic Nepali?
A: 100% yes. Pashmina is handwoven by artisans in Nepal. Honey is raw, unfiltered Himalayan from mountain beekeepers, no additives. Chocolate is Nepali artisan, small-batch,. Tea is grown in Ilam, pure leaves, no additives. Every item has a story, a maker, and real value.
DELIVERY & SHIPPING
Q: Where do you deliver?
A: Delivery all across Nepal: Kathmandu Valley (within 24 hours), Rest of Nepal (3-5 days). The delivery locations are those which are covered by our logistic partner. They cover most of the Nepal, if there is place that is not covered by them, we will try to manage in our best possible way to make your delivery happen and emotions be delivered.
Q: Can I schedule delivery for a specific date?
A: Yes. But let us know in order note or you can message us in whatsapp or email with your order details and when you want your order to deliver. Since our combo are prepared individually, we will try to give best gift within your specific date.
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, UnionPay, and FonePay. All payments are secure. Card details are never stored on our system. Also, you can pay to our bank details, just let us know, we will create that order for you and you send to proof of payment and then we will process the order.
RETURNS & REFUNDS
Q: What is your return policy?
A: Returns accepted for: Damaged items (report within 48 hours with photo), Wrong items sent (we reship at our cost), Quality defects (report within 7 days). Returns NOT accepted for: Change of mind, Recipient preference, Customised items, or Used items.
Q: Can I cancel an order?
A: Before packing begins: full refund (minor card fee may apply), issued in 3-5 days. After packing: can't cancel but can change delivery date or recipient. After shipping: can't cancel but recipient can refuse for return.
CUSTOMIZATION
Q: Can I write a personalised message?
A: Yes — write any message at checkout. We write it in beautiful calligraphy on authentic Lokta paper and include it in the box. The note stays with them long after the gift is used.
Q: Can I add a photo to the gift?
A: We can include a photo printed alongside your message on Lokta paper, beautifully designed and packaged. Email the photo to when you order.
ABOUT UPAHAAR
Q: Is Upahaar Nepal a registered company?
A: Yes, fully registered. Business Name: Upahaar Nepal Pvt. Ltd. Registration Number: 376787. PAN/VAT Number: 622461045. Address: Banasthali, Kathmandu-16, Nepal.
Q: Is it safe to pay online with you?
A: Completely. We use SSL encryption, PCI-DSS compliant payment gateway, and never store card details. If payment fails you won't be charged. Refunds take 3-5 business days.
Q: Why should I choose Upahaar?
A: We understand diaspora emotions. We get it — our founder started this because he missed gifting his own mother. Every team member has family across the world. We offer authentic artisan products, personalisation with handwritten messages, premium quality, and 24/7 support.
Maximum Response times: WhatsApp within 12 hours • Email within 12 hours • Social DM within 12 hours. (human response time will be such but your inquiries will be handled by AI as soon as possible)
At Upahaar, we believe distance doesn't measure emotion. Every gift matters because every person matters. Quality over quantity, always. Your love deserves to be real.
If we've missed a question, ask. We're always here.