Orders FAQs
Frequently Asked Questions
1. Ordering
Q: How do I place an order?
A: Simply browse our collection, select your desired items, choose size and quantity, add to cart, and proceed to checkout. You'll need to provide shipping information and payment details to complete your order.
Q: Can I modify or cancel my order after placing it?
A: Orders can be modified or cancelled within 2 hours of placement. After this time, orders enter processing and cannot be changed. Please contact our customer service immediately if you need to make changes.
Q: Do I need to create an account to place an order?
A: While you can checkout as a guest, creating an account allows you to track orders, save addresses, view order history, and receive exclusive offers.
Q: What if an item is out of stock?
A: Out of stock items will be clearly marked. You can sign up for restock notifications to be alerted when the item becomes available again.
2. Payment
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, MasterCard), debit cards, mobile banking, and cash on delivery (COD) for orders within Nepal.
Q: Is it safe to use my credit card on your website?
A: Yes, our website uses SSL encryption to protect your payment information. We do not store your credit card details on our servers.
Q: Can I pay cash on delivery?
A: Yes, COD is available for orders within Nepal. A small COD fee may apply depending on your location.
Q: What if my payment fails?
A: If your payment fails, please try again or use an alternative payment method. Contact your bank if the issue persists, or reach out to our customer service for assistance.
3. Shipping & Delivery
Q: How long does shipping take?
A: Standard delivery takes 5-7 business days within Nepal. Express delivery is available for 2-3 days in major cities. Same-day delivery is available in Kathmandu Valley for orders placed before 12 PM.
Q: How can I track my order?
A: You'll receive a tracking number via email once your order ships. You can track your package using this number on our website or the courier's website.
Q: What if I'm not home during delivery?
A: Our delivery partners will attempt delivery 2-3 times. If unsuccessful, the package will be held at the local facility for pickup, or you can reschedule delivery.
Q: Do you offer international shipping?
A: Yes, we ship to selected countries. International shipping takes 9-21 business days (9-11 days express, 16-21 days economy). Additional customs duties may apply depending on your country's regulations.
4. Exchanges Only
Q: What is your return and refund policy?
A: All products are non-refundable. We do not offer monetary refunds for any items purchased. However, we offer product exchanges only within 12 days of delivery, subject to our exchange conditions.
Q: How do I exchange an item?
A: You must contact our customer service within 12 days of receiving your order to initiate an exchange request. We'll provide exchange authorization and shipping instructions if you're eligible.
Q: Can I exchange an item for a different size or color?
A: Yes, exchanges are available for items of equal or lesser value, subject to stock availability. Items must be unworn, unwashed, and in original condition with all tags attached.
Q: What happens if I don't contact you within 12 days?
A: After the 12-day deadline, no exchanges will be accepted under any circumstances. All sales become final after this period.
Q: How long does the exchange process take?
A: The complete exchange process typically takes 7-10 business days from when we receive your item until you receive the replacement, including inspection and processing time.
5. Account & Support
Q: How do I create an account?
A: Click on 'Sign Up' at the top of our website, provide your email address and create a password. You'll receive a confirmation email to verify your account.
Q: I forgot my password. How can I reset it?
A: Click on 'Forgot Password' on the login page, enter your email address, and we'll send you a password reset link.
Q: How can I contact customer service?
A: You can reach us via email at contact@traditionalalley.com.np, call our customer service line, or use the live chat feature on our website during business hours.
Q: What are your customer service hours?
A: Our customer service team is available Sunday to Friday, 9 AM to 6 PM (Nepal Time). We respond to emails within 24 hours during business days.
Q: Do you have a physical store?
A: We are primarily an online retailer, but we may have pop-up stores or participate in exhibitions. Follow our social media for updates on physical store locations and events.
