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About Riwan Mart
Q: Who are the founders of Riwan Mart?
A: Riwan Mart was co-founded by Bhuwan Guragain and his partner Ritika Banskota. Based in Nepal, our mission is to connect customers with authentic village-made products while empowering local farmers.
Q: What is Riwan Mart’s mission?
A: Our mission is to support rural Nepali farmers, keep money circulating within Nepal, and promote sustainable local production, while giving customers access to genuine, trustworthy products.
Q: Where do you source your products from?
A: We work directly with trusted farmers and rural communities from different regions of Nepal.
Q: Are you a manufacturer?
A: No. Riwan Mart is a supplier and distributor — we collect products from farmers and deliver them to customers without further processing.
Products
Q: Are your products certified organic?
A: We describe our products as “village-made” and “traditional.” Unless specifically stated, we do not hold official organic or other certifications.
Q: What is Nauni Ghee?
A: Nauni Ghee is a traditional, unprocessed clarified butter handmade by farmers in rural Nepal. Known for its rich taste, it’s a staple in many Nepali households.
Q: What is Chhurpi?
A: Chhurpi is a traditional hardened cheese from Nepal, made from yak or cow milk. It’s nutritious, long-lasting, and enjoyed as a snack or cooking ingredient.
Q: Will my product look exactly like the photos online?
A: As our products are handmade or naturally produced, there may be slight differences in color, size, or shape. This is part of their authentic, natural charm.
Q: How should I store the products?
A: Storage instructions are provided on each product page and on packaging. For example:
- Nauni Ghee: Store in an airtight container in a cool, dry place, away from direct sunlight.
- Chhurpi: Store in a cool, dry place. Avoid moisture.
Q: Do you use preservatives?
A: No. Our products are supplied as we receive them from farmers, without adding preservatives or chemicals.
Q: Do your products have expiry dates?
A: Yes. All products have a “best before” or “use by” date mentioned on the packaging or product page.
Orders & Shipping
Q: How long does shipping take?
A: We deliver all over Nepal. The maximum delivery time is 7 business days, but delays can occur due to weather, transport issues, strikes, or holidays.
Q: How can I track my order?
A: After your order is dispatched, you’ll receive a tracking link via email or SMS.
Q: What if my order is delayed?
A: We will keep you updated. Delays may reduce freshness for certain perishable products, and we are not responsible for such changes if caused by delivery circumstances beyond our control.
Q: Do you offer free shipping?
A: Yes, we offer free shipping for orders above Rs. 2,000. Otherwise, standard shipping rates apply.
Q: Can I change my delivery address after placing an order?
A: Address changes are possible only before the order is dispatched. Please contact us immediately for assistance.
Returns & Refunds
Q: What is your return policy?
A:
- Perishable products: Non-returnable unless significantly damaged upon arrival and reported within 24 hours with photos.
- Non-perishable products: Can be returned within 7 days in unopened, original packaging.
Q: How do I request a return or refund?
A: Contact us via email or the “Contact Us” page with your order details, reason for return, and photo evidence if applicable.
Q: How long will my refund take?
A: Refunds are processed within 7–10 business days after the returned item is inspected and approved.
Payments
Q: What payment methods do you accept?
A: We accept mobile banking, digital wallets, bank transfers, and cash-on-delivery (COD) in certain areas.
Q: Is cash-on-delivery available everywhere?
A: No, COD is available only in select locations. Availability will be shown during checkout.
Q: Are my payment details secure?
A: Yes. We use secure payment gateways to protect your personal and financial information.
Other Questions
Q: Can I place a bulk order for events or resale?
A: Yes, bulk orders are welcome. Please contact us directly for special pricing and delivery arrangements.
Q: Do you ship internationally?
A: Currently, we ship only within Nepal, but we plan to expand in the future.
Q: What if I have allergies?
A: Please check product descriptions for ingredient details. Since we do not manufacture the products, we cannot guarantee that they are allergen-free.
Q: How can I contact customer support?
A: Email us at support@riwanmart.com or use the form on our “Contact Us” page.