Help & FAQ
Answers about delivery, payment, food safety and returns at Harilo.
Where do you deliver?
We deliver across Nepal. Orders inside the Kathmandu Valley usually arrive within 1–2 business days; other cities and districts within 3–7 business days. See our delivery page for details.
How much does delivery cost?
A delivery fee is calculated at checkout based on your address, and it's always shown before you confirm. Orders of Rs 1,500 or more ship free.
How can I pay?
We currently accept Cash on Delivery (COD) — you pay only when your order arrives at your door.
Is your food certified and safe?
Yes. Every batch is made in small runs and meets our ISO 22000:2018 food-safety standard, and our range is Halal Certified. Ingredients and allergen information are listed on each product page.
What if my order arrives damaged or wrong?
We'll make it right. Report the issue within 48 hours of delivery from your account's order history, with your order number and a photo where relevant. See our returns & refunds policy.
Can I return food items?
For hygiene and safety, we can't accept returns of opened or consumed food. This doesn't affect your rights where a product is faulty, spoiled, or incorrectly supplied — read our returns & refunds policy.
How do I track my order?
Track any order from our order tracking page using your order number and the email you checked out with — no account needed. Signed-in shoppers can also see every order in their account. We'll reach out by phone or email if the delivery rider needs directions.
Do you have physical outlets?
Yes — you can pick up at any Harilo outlet. Find locations on our contact page.
Still need help? Email [email protected] or contact us.