Legal

Shipping & delivery policy

Where Outfiqe delivers, what delivery costs, how your order reaches you, and what happens if something goes wrong.

Last reviewed: [NEEDS INPUT: effective date]

Working draft. This document is pending a formal review and is not yet legally binding. Bracketed items marked NEEDS INPUT require confirmed company details before publication.

Where we deliver

Outfiqe delivers within Nepal. Our delivery area is split into zones, and each city belongs to a zone. When you enter your city in your cart or at checkout, we show the delivery fee and expected delivery dates for your zone.

Delivery fees

  • Each zone has its own delivery fee, which is charged once per order.
  • Each zone also has a free-delivery threshold. Orders at or above it ship free.
  • Cash-on-delivery orders add a small handling fee, which is also set per zone.
  • You always see every fee before you place your order.
  • [NEEDS INPUT: publish the current fee table per zone, the free-delivery thresholds, and the cash-on-delivery handling fee.]

How your order reaches you

For most brands, an Outfiqe rider collects your items from the brand. We check every piece at our hub, pack your whole order into one parcel, and hand it to a delivery partner who brings it to your door. Some brands still send their part of the order themselves. Where that happens, your order page shows it as a separate delivery.

Delivery times and tracking

Delivery time depends on your zone. The expected dates are shown at checkout and on your order page. They are estimates, not guaranteed dates. Your order page shows each step, such as "Your items reached our hub" and "Your order is out for delivery", and links to the delivery partner's own tracking page.

Failed or refused delivery

  • Please keep your phone switched on. The delivery partner will call you to arrange the handover. If a delivery attempt fails, they will try again.
  • If you refuse a cash-on-delivery parcel, you pay nothing, including the delivery and handling fees. After 2 refused deliveries within a year, cash on delivery is no longer offered on that account or phone number, but you can still pay online.
  • If the delivery partner loses or damages your parcel, we refund you in full, including the fees.

If your order says delivered but you don't have it

Open the order and tap "I didn't receive this" on the parcel within 3 days of delivery. Our team will look into it with the delivery partner. For any other delivery problem, raise a support request.

Checking your order

Please check your order when it arrives and tell us promptly about anything damaged, missing or wrong. See the return & refund policy for what happens next.