Packages are generally dispatched within 2 working days after confirming an order. If you chose to deliver urgently with any faster shipping method, which will be delivered on an urgent basis based on the availability of procurement partner (seller of the item you have ordered) and shipping partner (logistics company who will deliver the order to you). Standard delivery charges apply based on the shipping method selected and available.
This delivery of cake is always free (except for narrow time slots) and on the asked date if the system calculates the cake to be deliverable on the given date. The delivery time slot is based on the shipping method chosen during order process. Delivery charges will apply for shipping methods that have narrow time slots.
Home Delivery or Delivery in general refers to the delivery of your order to the nearest deliverable address from your confirmed address. This does not include any of the following:
However, the receiver can request for delivery on feet under special circumstances which are subject to agreement between the receiver and the delivery rider. Urban Girl Inc. and its associates shall not be responsible for any dispute or circumstances that may arise through this last-moment agreement.
Majority of locations inside Kathmandu valley are pre-mapped into the logistics system and if any location is too far from the nearest fulfillment center, a surcharge is added on top of the delivery charge. This surcharge is usually applicable for locations outside and far from the ring road, which otherwise would not be a deliverable zone.
Same Day Delivery or Urgent Delivery is only possible on select items from vendors with expedited processing capacity. Please choose an appropriate delivery method to be eligible to get express delivery.
Only items whose delivery date cannot be set during order process can be delivered outside Kathmandu Valley. A common example is Cake which can be delivered in Kathmandu only.
All items which can be delivered outside Kathmandu Valley are packed well and dispatched via the Shipping partner. The delivery charge applicable depends on the weight of the package and city of yoru shipping address. Home delivery might not be avaialable for outside Kathmandu valley depending on the location.
We provide hassle-free and upto 100% refund depending on the nature and stage of the order/items that are refundable. If your order is eligible for refund upon cancellation, this refund amount is automatically credited to your account in the form of UCoins, which is the store credit in our website. The refund amount can range from nil to 100% depending on the nature and stage of the order whose details is given below.
Pending Order: All orders which are not processed yet are eligible for 100% refund.
Processing Order: If your order has already begun processing, it cannot be cancelled normally. Depending on the cost involved in processing your order, a processing fee will be reduced from the refund amount. This can be up to 50% of the order amount. Any non-cake items which requires special specialized processing such as printed merchandise or any item that is especially processed for your need are not refundable.
Prepared Order: All orders which are already prepared are not eligible for refund.
Delayed Order: Delivery charge (excluding location surcharge) is refundable if we are unable to deliver within the promised time slot. The order is deemed unfit for refund of delivery charge if any of the following conditions are met.
- Delivery attempt was made prior to the the final point of delivery time, however, the number provided was not reachable.
- The delivery of the order was postponed, transferred or location changed.
- Order was put on hold due to payment issues.
Cakes, Food, and Personalized Orders: For items which needs to be cooked or prepared just for you based on your order, these are not refundable once processing begins. These can included cooked food, baked cakes and cupcakes, curated gift packages or third-party sourced items. We however offer you the option to choose an institution for donation so that the prepared items if eligible, can be donated. We suggest donating food and cakes if you have to cancel it. We request you to donate if the receiver cannot receive such order. There are numerous orphanages, old age homes and special care centers where your donation will be highly valued and appreciated.
Night Order (Order placed for delivery after regular delivery hours): Order placed for night are NON REFUNDABLE. Any night-order confirmed is permanently transferred to you, which is automatically assigned to delivery rider on duty at the moment. In case the receiver is not reachable or the order cannot be delivered due to any circumstance resulting either from any party, the order will be postponed for next day, which can later be received by the receiver or donated at one of the available welfare centers.
Taste Issues: Any order(s) that contains edible items which are still in their usable period, are not refundable when a complaint is filed with taste-related concerns. Taste is a highly subjective matter and differs from one person to another. Every manufacturer has a unique way of making edible items which creates a uniqueness in taste, which might be appreciated by some, while disliked by some. If you do not prefer the taste of any product delivered to you, you can create a complaint ticket from our website or app, and fill up a taste preference form specific to your order to provide objective feedback. If your feedback helps us work on our product quality, you will be offered with a maximum of 50% discount code for future purchase of the same item.
Design Issues in Hand-Made Items: Items such as cakes are hand-made which means every unit produced will be different. This difference can be contrasting if the person involved in making or decorating is also different. If a cake is made using a reference design which is not available in the current catalogue, we try our best to resemble it as close as possible based on the materials, time and skillset available. However, there is no guarantee that the resemblance will be satisfactory. Further photo on the screen will differ radically from the actual cake due to various technical reasons which are beyond our control. If an ordered item has passed quality check, it means that the product is fit for delivery. In such case there will be no refund for the order items except refund worth any missing item which should have been included in the order as per the confirmed order details. This amount will be decided by the arbitration team at Urban Girl Inc. Pvt. Ltd based on standard practices.
NON REFUNDABLE Items: Certain items even though they qualify all the above are not refundable under any circumstances. These include items that require sourcing of items from third-parties to curate a bundle. These are marked as "NON REFUNDABLE" or similar word in the product description.
Special Cases: Following special cases are exempt to the policy above, and are eligible for partial or full refund regardless of stage of the order:
Requesting Conversion of Store Credits
The refund on store credits can further be transferred to your original payment method. Eg. If you paid with your card, the refund will be done to the same card. This can take anywhere from 1 day to 14 days depending on the region you are at and the payment method used. This time does not include the time taken by receiver's bank to credit the amount to the receiver's account as this is beyond our control. Some methods allow instant refund such as Khalti, while some require sending a manual signed application to the bank which will then be processed manually by a representative from the bank and refund process initialized.
For orders paid with COD, converting store credit to cash requires the original customer to visit our office, verify the ownership of the account, and convert the credit to cash for the refunded order.
However, any complimentary credit offered from offers other than any of the refund mechanism written above, cannot be transferred.
In any case, the first stage of refund shall be done to UCoins or store credit, and then upon request, proceeded further.
Perishable goods and customized goods, for eg. cakes, are not returnable once delivered.
All products except mentioned above can be returned as per the return policy of seller. Please check the return policy of the seller you are buying from to know the exact number of days until returns can be accepted. It is customer's responsibility to return the product without damaging the original packing or tag in case of any dissatisfaction.
We also suggest making a opening video as a proof which can be used to claim refund in case UG conflict management team has to step in to resolve this on behalf of you.
The refund amount is to be mutually decided between the seller and the buyer which can be upto 100%. If a settlement cannot be reached, please write to contact@ugcakes.com so we can resolve it for you.