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FAQs

How do I check the status of my order?

You can review the status of your orders and other related tracking information by visiting the “My Orders” section. You can instantly see the status of a specific order and all your past orders.

Are there any cancellation charges?

There are no separate cancellation charges levied by Gulaafi, if you cancel your order before the order is dispatched for delivery. However, if you cancel your order, after the order has been dispatched for delivery then a standard cancellation fee of Rs. 50 will be charged.

What happens to my order if an item is out of stock after my order has been placed?

If an item in your order is out of stock after your order has been placed, the out of stock item will be cancelled from your order and you will receive notification via email/phone call from our staff. All in stock items in your order will be shipped to you. If the initial order you placed met the Rs 2000 minimum free shipping value but part of your order was cancelled by Gulaafi, the order will still ship for free.

What happens to my shipping fee if part of my order is cancelled?

If you met the Rs 2000 minimum free shipping value but part of your order was cancelled by Gulaafi, the order will be sent to you for free.

How do I cancel my order (that has already been shipped)?

If you wish to cancel an order that has already been dispatched for delivery but has not yet been delivered, please get in touch with our Customer Support via chat assistant or simply call us at +977-9801818399/98 between 9.00 AM to 7.00 PM In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order. You will however, have to pay the standard cancellation fee of Rs 50 if it is cash on delivery. If you have paid via esewa/direct bank deposit, we will deduct Rs 50 as a standard cancellation charge for orders that have already been shipped. We will refund your money within 24-48 business hours once we receive the products.

How do I check the status of my order?

If you wish to cancel an order that has not yet been shipped, please get in touch with our Customer Support via chat assistant or simply call us at +977-9801818399/98 between 9.00 AM to 7.00 PM and we will process the cancellation for you. We will process the refund within 24-48 business hours after receiving the cancellation request.

I have received a damaged /defective /wrong product in my order, how should I proceed? (valid only for out of Kathmandu valley customers)

Gulaafi ‘s dispatch team go through a rigorous quality check process for all our products, before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund within 2 days of receiving the order simply by calling us on at+977-9801818399/98 between 9.00 AM to 7.00 PM or via chat center.

I have received a damaged /defective /wrong product in my order, how should I proceed? (valid only for Cash on Delivery customers)

For COD customers, our delivery person will ask you to check the products for any damages/defects at the point of delivery. If there is any defective/damaged/ or wrong products delivered to you, our delivery staff will accept the return on the spot. You can still request to return your products within 2 days of receiving the order. However, conditions may apply. Please refer to Gulaafi’s Return Policy

When will I receive my product?

After your order has been confirmed in our system, you will receive the product between 2-5 days. Out of valley customers typically will receive their product within 5 days of order confirmation. Inside valley customers will receive their products within 2-3 days of order confirmation.

Do I have to have an account to place an order at Gulaafi?

No, it is not mandatory for you to have an account with us to place an order. You can place an order as a guest, by just providing your email address for correspondence. However, we highly recommend that you do create a Gulaafi account. Not only will you be able to rate and review products, but also you can accumulate Loyalty/Reward Points and obtain discounts on future purchases.

I forgot my Gulaafi password, how do I log in?

If you have forgotten your password, please click on "Forgot Your Password?" below Sign In. You will be asked for your login email address to retrieve your password. We will email you a temporary password within an hour. When you log in using the temporary password, you will automatically be prompted to reset your password. You can also call us directly during our office hours 9.30 AM - 5.30 PM to re-set the password.

Are the products sold at Gulaafi authentic?

Gulaafi guarantee’s that the products sold on the site are 100% genuine and only sourced directly from brands or their authorized distributors.

Customer Care

+977-9801818397 / +977-9801818396

Sun - Sat 9.00 AM to 7.00PM

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