Help centre
Frequently asked questions
32 answers about ordering, delivery, payment, points and returns. Can't find yours? Message us on WhatsApp at 9851357358.
Getting startedDelivery and pickupOrders and trackingPayment, points and offersProductsReturns and supportFor businesses
Getting started
What Vhandar is and how to place your first order.
Vhandar is an online grocery, liquor and HORECA supply store in the Kathmandu Valley. You order on our website or app, and we deliver to your door within the hour, at a time you choose, or have it ready for pickup at our store. We serve households, offices, restaurants, hotels and cafés.
Over a thousand everyday products: rice, atta, dal, oil, ghee and masala; dairy, bread and eggs; tea and coffee; snacks, biscuits and chocolates; cold drinks, juice and water; beer, whisky, wine and other liquor; cleaning supplies; personal care, beauty and baby care; pharma and wellness; and packaging and HORECA supplies for businesses. Browse everything in All Categories.
Add products to your cart, then go to checkout. Choose express delivery, standard delivery in a time window, or store pickup, confirm your address, and place the order. You'll see the full amount, including any delivery charge, before you confirm.
Yes. Sign up with your mobile number, name and a password, then enter the one-time code we send you by SMS. Your account keeps your addresses, order history, saved lists and Vhandar Points in one place, on both the website and the app.
Yes, for Android and iPhone. It uses the same account as the website, and it lets you scan barcodes, get order updates as notifications and reorder in a couple of taps. Download the app.
Yes, the minimum order for delivery is Rs. 500. Checkout tells you if your cart is below it.
Delivery and pickup
Where we deliver, how fast, and what it costs.
Everywhere inside the Ring Road in Kathmandu and Lalitpur, and farther out in the valley for larger orders. Add your address at checkout to see what applies to you, or find your neighbourhood on our Delivery Areas page. Store pickup works from anywhere.
Express delivery arrives in about 45 minutes for addresses within 3 km of our store, while the store is open. With standard delivery you pick a time window at checkout, from today up to 4 days ahead. Pickup orders are ready in about 20 minutes. Times can run longer in heavy rain, on festival days and at very busy hours.
It depends on the option you choose, your distance from the store and the order weight. Standard delivery is free on orders of Rs. 10,000 or more, and store pickup is always free. Checkout shows the exact charge before you place the order. See our Shipping Policy for details.
We deliver while our store is open: Sunday–Friday 8:00 AM – 8:00 PM; closed Saturday. You can place an order at any time and schedule it for the next open window.
Not yet. We deliver during store hours only. If you're ordering for a party, order in the afternoon so everything arrives on time.
At Koteshwor Store, Subidha Chowk, Koteshwor, Tinkune. Choose Store pickup at checkout, and we'll have your order packed and waiting. Pickup is free and needs no delivery address.
Orders and tracking
Following, changing and cancelling an order.
Open the order in My Orders to see it move from Pending to Processing, Shipped and Delivered. Your delivery partner's name and number appear once the order is on its way. You can also use the Track Order page with the tracking ID from your order or the QR code on your bag.
Yes, from My Orders while it is still Pending. Once we've started preparing it, contact Help & Support and we'll do our best.
Not after the order is placed. While it is still Pending, cancel it from My Orders and place it again with the right address or time.
Check the order status and your delivery partner's details in My Orders. If it's running late, message us on WhatsApp or contact Help & Support and we'll tell you where it is.
The rider will try to call you, and your order stays with them for a while before going back to the store. Redelivery has no extra fee. Picking a delivery window when you're sure to be home avoids this.
Payment, points and offers
How to pay, and how to save with coupons and Vhandar Points.
With cash on delivery, when your order arrives, or at the counter for store pickup. You only pay once you have your items.
Enter or pick the coupon in your cart before checkout; the discount shows straight away if the coupon applies to your cart. Your available coupons are under My Coupons. Each coupon has its own minimum order, dates and limits.
Our rewards. You earn 1 point for every Rs. 10 you spend on orders placed on the website or app, added once the order is delivered and paid. See your balance and history on the Vhandar Points page.
At checkout, switch on "Use Vhandar Points". Every 10 points take Rs. 1 off. You can redeem once you have 1,000 points, and points cover up to 20% of your items total. Points don't expire.
Share your code from the Refer a friend page. You get 10 points when a friend signs up with it, and your friend gets 100 points when their first order is delivered and paid.
Products
Liquor, personal care and finding what you need.
Yes, from our Liquors & Smoke range. They are sold only to customers aged 18 or over, and the rider may ask to see an ID at delivery. On dry days declared by the authorities we can't deliver liquor.
Yes. Sanitary pads are in Personal Care, and condoms, pain relief, antiseptics and cough and cold remedies are in Pharma & Wellness. They are packed like any other order.
It may be out of stock: tap Notify me on the product page and we'll tell you when it's back. If we don't stock it yet, use Suggest Product at the bottom of any page and we'll look into adding it.
Check expiry dates when your order arrives. If anything is out of date or damaged, tell us within 24 hours and we'll replace it at no cost.
Returns and support
Something not right? Here's how we fix it.
Yes, unused items in their original packaging within 2 days of delivery. For hygiene and food safety, perishable goods, opened food and drink, and personal care products can only be returned if they arrive wrong, damaged or defective. See the Return Policy.
Tell us within 24 hours of delivery, with a photo if you can, on WhatsApp at 9851357358 or through Help & Support. We send a replacement first where we can; otherwise we refund it. These are always covered at no extra cost.
Message us on WhatsApp at 9851357358, call +977-9851357358 or +977-9802340360, email info@vhandar.com, or use Help & Support in the app or on the website. Our support team is available 24/7.
For businesses
Restaurants, hotels, cafés, offices and sellers.
Yes, with a Vhandar For Business account. You get business prices, deliveries in business time windows that fit around service, flexible payment options and your full purchase history in one place.
Sign up, then use Request a Business Account from your account dashboard. Our team will contact you to set it up.
Yes. Brands and suppliers can register as a seller to list products for customers and businesses across the Kathmandu Valley.
Still have a question?
Our support team is here 24/7. Pick whichever is easiest for you.