How our concierge service works

Our role as purchasing concierge

iWishBag links shoppers in Nepal to overseas sellers. We help you research listings, place orders, and move parcels, but we don't make, own, or re-sell the products.

When you request a quote or approve an invoice, you authorize us to act as your agent for purchasing, paying the seller, clearing customs, and coordinating delivery. The sales contract for the goods stays between you and the third-party seller.

Third-party sellers & product information

Product descriptions, pricing, stock levels, authenticity claims, and warranty notes all come from the seller or marketplace link you provide. We don't independently verify every listing or guarantee what the merchant promises.

We will flag any major discrepancies we notice, but accuracy of specs and fulfilment commitments remains the seller's responsibility.

• If pricing or stock changes before we place the order, we'll refresh your quote or suggest alternatives.
• Manufacturer warranties, support, and after-sales service must be handled directly with the seller or brand owner.

Supplying accurate order details

Share full links, color or size variants, quantities, and any other details when you ask for a quote. We place the seller order using the instructions you provide.

If we mis-enter an instruction you clearly gave (for example, choosing the wrong size), we'll fix it at our cost—refund our service fees, exchange the item, or both when possible.

• Let us know right away if you spot an error in your submission or confirmation email.
• Custom builds, pre-orders, and made-to-order items may be non-cancellable once the seller locks the order.

Pricing, taxes & payments

Quotes include product cost, international freight, duties, taxes, customs handling, and iWishBag service fees. Amounts default to Nepalese rupees (NPR) unless noted otherwise.

Exchange rates hold for the validity window on the quote (usually 48–72 hours). Paying late may require a refreshed quote to reflect new forex or courier rates. The payable amount locks only when cleared funds are received within the validity window.

Pay invoices in full before we confirm the seller order. You're responsible for bank fees, wallet charges, or cash-handling costs.

• Carrier re-weighs or re-dimensioning can change shipping charges. If the courier's assessed weight/volume differs, we'll update the charge; underpayments must be cleared before delivery, and overpayments are refunded net of non-refundable bank/FX fees.
• If a quote expires, we may pause ordering and issue a refreshed quote before proceeding.

Shipping, custody & risk transfer

We coordinate forwarding, customs brokerage, and last-mile delivery with vetted partners. Transit times are estimates and can extend because of inspections, weather, or courier issues outside our control.

Risk transfers to you once the parcel is handed to the recipient or address you provided. If you authorize drop-off without signature/OTP, risk transfers at drop-off. Any outstanding balances, including COD amounts, must be cleared before delivery.

• We do not offer guaranteed delivery dates or delay credits; timelines are estimates only.
• If delivery fails due to incorrect address or refusal, additional re-delivery or return costs may apply.

Inspection window & evidence requirements

Inspect every delivery within 48 hours. Fast reporting lets us engage the seller or courier while evidence is still clear.

Use the support form or reply to your concierge email with photos or video of the parcel, product, and packaging so we can advise next steps. For detailed instructions visit our returns and refunds guide.

If the seller ships the wrong or damaged item, we'll escalate under their policy; if damage happens while an item is in our custody or with our courier before delivery, we take responsibility and fix or refund our charges.

• Keep every piece of packaging until the claim is closed—sellers often insist on it for returns.
• Claims filed after 48 hours may be rejected if the seller or courier finds the evidence incomplete.

Refunds & cancellations

Refunds, where approved, are processed to the original payment method when possible. Typical processing time is 7–14 business days after approval.

Buyer-initiated cancellations or returns carry a NPR 200 handling fee per order, plus non-refundable third-party costs (payment/FX fees, courier/customs/inspection fees already paid, and seller restocking/return shipping if applicable).

Orders can be cancelled only if the seller order has not been placed or if the seller accepts the cancellation. Pre-orders/custom builds are often non-cancellable.

• If payment was made after the quote validity window, a refreshed quote may be required or the order paused/cancelled.
• Returns to sellers may incur return shipping and restocking fees unless the seller/carrier admits fault. Outbound courier fees and customs paid for the original delivery are non-refundable.
• Courier fees for returning items to the seller are chargeable to the customer unless the seller/carrier admits fault.
• If we caused the error, we waive the NPR 200 handling fee and any fees we control.

Mediation & remedies

If the seller sends the wrong, counterfeit, or defective item, we'll work with them toward a repair, replacement, or refund based on their policy.

Outcomes depend on the seller or marketplace, so we can't promise a specific remedy. We'll keep you updated and close the file only after reasonable escalation.

• Refunds we issue are limited to amounts we recover from the seller or courier, minus non-refundable third-party fees.
• If the seller offers store credit or a replacement only, we treat that as the resolved remedy unless you agree in writing to pursue another path.

Customer responsibilities

You agree to follow Nepalese import rules, provide accurate declarations, and make sure the products you request are legal to ship.

• Keep contact details current so we can reach you for approvals or customs paperwork.
• Pay duties, taxes, or extra courier fees quickly when notified.
• Store delivered goods safely—damage after delivery to your address isn't our responsibility.
• Do not request under-declaration; fines or penalties for inaccurate declarations are your responsibility.
• Restricted or prohibited items may be declined or cancelled; related costs (seizure/return fees) may be chargeable.

Payments & chargebacks

If you raise a chargeback while goods or refunds are in process, we may pause service until the dispute is resolved.

We reserve the right to contest chargebacks using delivery scans, signatures/OTP, correspondence, and payment records.

• Unresolved chargebacks may delay future orders or lead to account suspension.
• Where a refund has been processed, duplicate recovery through chargeback may be contested.

Limitations of liability

We stand behind the parts we control. If we make an order-entry mistake, mishandle packaging before handoff, or misplace funds you paid us, we'll correct it or refund the iWishBag fees and shipping costs for that order.

We are not liable for seller misrepresentation, manufacturing defects, warranty issues, or delays caused by customs, regulators, or carriers. Indirect, incidental, or consequential losses are excluded.

• Our total liability for a claim is capped at the iWishBag service fees and shipping charges you paid for that order.
• Nothing here reduces rights you have under mandatory consumer protection laws.

Privacy & data use

We share only the data required to fulfil your order (for example: name, phone, address, and item details) with couriers, payment processors, and customs brokers.

Review our Privacy Policy for how we collect, store, and protect your data.

Dispute resolution

Please escalate any service or billing concerns to our support team first; most issues can be resolved with documentation and direct follow-up.

If we cannot resolve a dispute informally within 21 days, you agree to attempt good-faith mediation before pursuing litigation.

• This process does not limit any rights under mandatory consumer protection laws.
• Urgent injunctions or debt recovery for undisputed amounts may proceed without mediation.

Governing law & updates

These terms are governed by the laws of Nepal and disputes will be handled by the courts of Kathmandu, Nepal.

We review these terms as regulations, logistics, or features change. Significant updates will be announced via email or dashboard notices and reflected in the revision date above.