Help Center
Welcome to the Elite Nepal Help Center! We want to make it as easy as possible for you to do business with us. Browse the support topics below to find the answers you need to the most common questions.
How to create an account?
To create an account on Elite Nepal:
Click on the “Sign Up” button at the top of the homepage.
Fill in your details, including your name, email, and password.
Click “Create Account.” You will receive a confirmation email to verify your account.
How to log in and manage your account?
Click the “Log In” button on the homepage.
Enter your registered email and password.
Once logged in, you can view and edit your profile, address, and order history under the “My Account” section.
Forgot password?
Click on “Forgot Password” on the login page.
Enter your registered email address.
Follow the instructions in the email to reset your password.
Membership benefits (for Elite Nepal members):
Exclusive discounts and offers.
Free delivery on select orders.
Early access to sales and promotions.
How to search and browse for products?
Use the search bar at the top of the page to find specific items.
Browse by category using the navigation menu.
Use filters to narrow down results by price, category, or brand.
How to place an order?
Add your desired items to the cart by clicking “Add to Cart.”
Go to your cart and click “Proceed to Checkout.”
Enter your shipping details and select a payment method.
Confirm your order.
Adding/removing items from the cart:
To add items, click “Add to Cart.”
To remove items, go to your cart, and click the “Remove” button next to the product.
Applying discount codes or coupons:
At checkout, enter the promo code in the “Coupon Code” field.
Click “Apply” to see the discount applied to your total.
Accepted payment methods:
Digital wallets (e.g., eSewa, Khalti, IME Pay).
Bank transfers.
Cash on delivery (COD).
How to complete a payment?
Select your preferred payment method at checkout.
Follow the instructions provided to complete the transaction.
Once payment is successful, you’ll receive a confirmation email.
Resolving payment issues:
Double-check your payment details.
Contact your bank or digital wallet provider.
If the issue persists, contact our customer support.
Delivery locations within Nepal:
We deliver to most major cities and towns within Nepal. Check availability by entering your address during checkout.
Estimated delivery times:
Kathmandu Valley: 1-3 business days.
Other regions: 3-7 business days.
How to track your order?
Log in to your account and go to “My Orders.”
Select the order you want to track.
View the latest status and tracking details.
Delivery charges and free shipping policies:
Delivery charges vary based on location and order size.
Free shipping on orders above NPR 50,000 for Elite Nepal members.
Return and exchange policy:
Returns are accepted within 7 days of delivery for unused items in original packaging.
Exchanges depend on stock availability.
How to request a return or exchange?
Go to “My Orders” and select the order.
Click “Request Return/Exchange” and fill out the form.
Our team will contact you with the next steps.
Refund process and timelines:
Refunds will be processed within 7 business days after the returned item is received and inspected.
Refunds will be credited to the original payment method.
Product descriptions and specifications:
Each product page includes detailed descriptions, specifications, and images to help you make an informed decision.
Size guides (if applicable):
Refer to the size chart provided on the product page.
For further assistance, contact customer support.
How to leave a review for a product?
Go to the product page of the item you purchased.
Scroll down to the “Reviews” section.
Write your review and submit it.
Trouble with the website or app?
Clear your browser cache and cookies.
Try using a different browser or device.
Ensure your internet connection is stable.
How to clear cache and resolve loading issues?
Go to your browser settings.
Clear browsing data, including cache and cookies.
Reload the website.
Steps to report a bug:
Contact customer support with a description of the issue.
Include screenshots or error messages for faster resolution.
How to reach customer support?
Phone: 9804282776
Email: support@elitenepal.com
Live Chat: Available on our website.
Support hours and expected response time:
Support is available Sunday to Friday, 7 AM to 7 PM.
Response time is typically within 24 hours.
Common questions answered at a glance:
What are your delivery charges? Delivery charges vary based on the location and size of the order. Free shipping is available for orders above NPR 5,000 for Elite Nepal members.
How can I track my order? Log in to your account, go to “My Orders,” select the specific order, and view the latest status and tracking details.
What is your return policy? Returns are accepted within 7 days of delivery for unused items in their original packaging. Contact customer support to initiate a return.
What payment methods do you accept? We accept digital wallets (e.g., eSewa, Khalti), bank transfers, and cash on delivery.
How long does delivery take? Delivery times vary: 1-3 business days in Kathmandu Valley and 3-7 business days in other regions.
Can I cancel my order? Yes, orders can be canceled before they are shipped. Contact customer support as soon as possible.
Do you offer discounts or promotions? Yes, we regularly provide discounts and promotions. Visit the “Offers” section or subscribe to our newsletter for updates.
How do I contact customer support? You can reach us via phone, email, or live chat during support hours.
How is customer data protected?
We use secure encryption to protect your personal information and ensure safe transactions.
Secure payment policies:
All payments are processed through trusted gateways with industry-standard security.
Information on sales, deals, and seasonal discounts:
Check the “Offers” section on our website for ongoing promotions.
Subscribe to our newsletter for updates.
Terms and conditions for promotional offers:
Discounts cannot be combined with other offers.
Validity dates and conditions are mentioned with each promotion.
How to join or cancel the Elite Nepal membership plan?
Go to the “Membership” section on our website.
Choose your plan and click “Subscribe.”
To cancel, log in and select “Cancel Membership” in the same section.
Membership renewal and charges:
Membership renews automatically unless canceled.
Charges are displayed during subscription and renewal reminders are sent in advance.
How to use the website wallet?
The website wallet allows you to load, withdraw, and transfer funds securely within Elite Nepal.
A minimum balance of NPR 200 must be maintained at all times.
How to load money into the wallet?
Log in to your account.
Go to the “Wallet” section and click “Load Money.”
Enter the amount and choose your payment method.
Confirm the transaction.
How to withdraw money from the wallet?
Navigate to the “Wallet” section and click “Withdraw Money.”
Enter the amount you wish to withdraw (minimum NPR 200 balance required).
Select your withdrawal method and confirm.
How to transfer funds within the wallet?
Go to the “Wallet” section and click “Transfer Funds.”
Enter the recipient’s account details and the amount.
Confirm the transfer.
Resolving wallet-related issues:
For failed transactions, verify your payment details and try again.
Contact customer support for unresolved issues or assistance.
No Refund Policy
Due to the perishable nature of grocery items, we do not offer refunds or returns on groceries.
Please ensure you check your order carefully before completing the purchase.
Quality Assurance:
We strive to deliver the freshest and highest-quality products.
If you receive a damaged or expired product, contact our customer support immediately for assistance.
Delivery for Groceries:
Groceries are delivered within 24-48 hours in the Kathmandu Valley.
Delivery times may vary for other regions.
Ensure someone is available to receive the delivery at the specified address.
How to report an issue with groceries?
Take a photo of the issue (e.g., damaged or incorrect item).
Contact customer support with your order details and the photo.
Our team will address your concern promptly.
Becoming a seller or vendor on Elite Nepal:
Go to the “Become a Seller or Sell on Elite Store ” section on our website.
Fill out the registration form with your business details.
Submit the required documents for verification.
Once approved, you can list your products on our platform.
Vendor policies and guidelines:
Sellers must comply with Elite Nepal’s terms and conditions.
Ensure product quality and accurate descriptions.
Adhere to our return and delivery policies.
How to manage your seller account?
Log in to the “Vendor Dashboard.”
Add or update product listings.
Track orders and manage inventory.
- Manage Gift & Coupon Card
Payments to vendors:
Payments are processed weekly for completed orders.
Vendors must provide valid bank account details
How to create an account?
To create an account on Elite Nepal:
Click on the "Sign Up" button at the top of the homepage.
Fill in your details, including your name, email, and password.
Click "Create Account." You will receive a confirmation email to verify your account.
How to log in and manage your account?
Click the "Log In" button on the homepage.
Enter your registered email and password.
Once logged in, you can view and edit your profile, address, and order history under the "My Account" section.
Forgot password?
Click on "Forgot Password" on the login page.
Enter your registered email address.
Follow the instructions in the email to reset your password.
Membership benefits (for Elite Nepal members):
Exclusive discounts and offers.
Free delivery on select orders.
Early access to sales and promotions.
How to search and browse for products?
Use the search bar at the top of the page to find specific items.
Browse by category using the navigation menu.
Use filters to narrow down results by price, category, or brand.
How to place an order?
Add your desired items to the cart by clicking "Add to Cart."
Go to your cart and click "Proceed to Checkout."
Enter your shipping details and select a payment method.
Confirm your order.
Adding/removing items from the cart:
To add items, click "Add to Cart."
To remove items, go to your cart, and click the "Remove" button next to the product.
Applying discount codes or coupons:
At checkout, enter the promo code in the "Coupon Code" field.
Click "Apply" to see the discount applied to your total.
Accepted payment methods:
Digital wallets (e.g., eSewa, Khalti, IME Pay).
Bank transfers.
Cash on delivery (COD).
How to complete a payment?
Select your preferred payment method at checkout.
Follow the instructions provided to complete the transaction.
Once payment is successful, you’ll receive a confirmation email.
Resolving payment issues:
Double-check your payment details.
Contact your bank or digital wallet provider.
If the issue persists, contact our customer support.
Delivery locations within Nepal:
We deliver to most major cities and towns within Nepal. Check availability by entering your address during checkout.
Estimated delivery times:
Kathmandu Valley: 1-3 business days.
Other regions: 3-7 business days.
How to track your order?
Log in to your account and go to "My Orders."
Select the order you want to track.
View the latest status and tracking details.
Delivery charges and free shipping policies:
Delivery charges vary based on location and order size.
Free shipping on orders above NPR 5,000 for Elite Nepal members.
Product descriptions and specifications:
Each product page includes detailed descriptions, specifications, and images to help you make an informed decision.
Size guides (if applicable):
Refer to the size chart provided on the product page.
For further assistance, contact customer support.
How to leave a review for a product?
Go to the product page of the item you purchased.
Scroll down to the "Reviews" section.
Write your review and submit it.
Trouble with the website or app?
Clear your browser cache and cookies.
Try using a different browser or device.
Ensure your internet connection is stable.
How to clear cache and resolve loading issues?
Go to your browser settings.
Clear browsing data, including cache and cookies.
Reload the website.
Steps to report a bug:
Contact customer support with a description of the issue.
Include screenshots or error messages for faster resolution.
How to reach customer support?
Phone: 9804282776
Email: support@elitenepal.com
Live Chat: Available on our website.
Support hours and expected response time:
Support is available Sunday to Friday, 7 AM to 7 PM.
Response time is typically within 24 hours.
Common questions answered at a glance:
What are your delivery charges? Delivery charges vary based on the location and size of the order. Free shipping is available for orders above NPR 5,000 for Elite Nepal members.
How can I track my order? Log in to your account, go to "My Orders," select the specific order, and view the latest status and tracking details.
What is your return policy? Returns are accepted within 7 days of delivery for unused items in their original packaging. Contact customer support to initiate a return.
What payment methods do you accept? We accept digital wallets (e.g., eSewa, Khalti), bank transfers, and cash on delivery.
How long does delivery take? Delivery times vary: 1-3 business days in Kathmandu Valley and 3-7 business days in other regions.
Can I cancel my order? Yes, orders can be canceled before they are shipped. Contact customer support as soon as possible.
Do you offer discounts or promotions? Yes, we regularly provide discounts and promotions. Visit the "Offers" section or subscribe to our newsletter for updates.
How do I contact customer support? You can reach us via phone, email, or live chat during support hours.
How is customer data protected?
We use secure encryption to protect your personal information and ensure safe transactions.
Secure payment policies:
All payments are processed through trusted gateways with industry-standard security.
Information on sales, deals, and seasonal discounts:
Check the "Offers" section on our website for ongoing promotions.
Subscribe to our newsletter for updates.
Terms and conditions for promotional offers:
Discounts cannot be combined with other offers.
Validity dates and conditions are mentioned with each promotion.
How to join or cancel the Elite Nepal membership plan?
Go to the "Membership" section on our website.
Choose your plan and click "Subscribe."
To cancel, log in and select "Cancel Membership" in the same section.
Membership renewal and charges:
Membership renews automatically unless canceled.
Charges are displayed during subscription and renewal reminders are sent in advance.
How to use the website wallet?
The website wallet allows you to load, withdraw, and transfer funds securely within Elite Nepal.
A minimum balance of NPR 200 must be maintained at all times.
How to load money into the wallet?
Log in to your account.
Go to the "Wallet" section and click "Load Money."
Enter the amount and choose your payment method.
Confirm the transaction.
How to withdraw money from the wallet?
Navigate to the "Wallet" section and click "Withdraw Money."
Enter the amount you wish to withdraw (minimum NPR 200 balance required).
Select your withdrawal method and confirm.
How to transfer funds within the wallet?
Go to the "Wallet" section and click "Transfer Funds."
Enter the recipient's account details and the amount.
Confirm the transfer.
Resolving wallet-related issues:
For failed transactions, verify your payment details and try again.
Contact customer support for unresolved issues or assistance.
No Refund Policy
Due to the perishable nature of grocery items, we do not offer refunds or returns on groceries.
Please ensure you check your order carefully before completing the purchase.
Quality Assurance:
We strive to deliver the freshest and highest-quality products.
If you receive a damaged or expired product, contact our customer support immediately for assistance.
Delivery for Groceries:
Groceries are delivered within 24-48 hours in the Kathmandu Valley.
Delivery times may vary for other regions.
Ensure someone is available to receive the delivery at the specified address.
How to report an issue with groceries?
Take a photo of the issue (e.g., damaged or incorrect item).
Contact customer support with your order details and the photo.
Our team will address your concern promptly.
Becoming a seller or vendor on Elite Nepal:
Go to the "Become a Seller or Sell on Elite Store " section on our website.
Fill out the registration form with your business details.
Submit the required documents for verification.
Once approved, you can list your products on our platform.
Vendor policies and guidelines:
Sellers must comply with Elite Nepal’s terms and conditions.
Ensure product quality and accurate descriptions.
Adhere to our return and delivery policies.
How to manage your seller account?
Log in to the "Vendor Dashboard."
Add or update product listings.
Track orders and manage inventory.
- Manage Gift & Coupon Card
Payments to vendors:
Payments are processed weekly for completed orders.
Vendors must provide valid bank account details
