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Frequently Asked Questions

What is rakhimela.com ?

rakhimela.com is an online shopping facilitator for users in India and abroad for delivery of various products & services, mostly of Indian Origin. This shopping service is provided in partnership with eVyapar.com, which is one of India's largest Online e-commerce integrator.

Where is rakhimela.com based ?

rakhimela.com operates from Ahmedabad, India. All customer service issues are handled in-house from Ahmedabad, India.

Where do you source the products from ?

rakhimela.com enables merchants / vendors of quality products & services across India to display their products on our site. We have tie-ups with established merchants / vendors in their respective product category. We try to ensure that all our vendors maintain high quality standards to provide you the best of the products & services.

Why should I register with rakhimela.com ?

Creating your account enables us to personalize all your transactions on rakhimela.com and also provides a quicker & easier Check Out in future.

However, you do not need to create an account or register with us before shopping. Once you confirm the order during your first purchase, you will be prompted to register yourself and provide us with your necessary personal details.

How Do I Change My Personal Details ?

You can change your personal information anytime as per your convenience. To make the changes, log into your account and make the changes in the 'Edit Profile' option.

How Do I Manage My Personal Address Book ?

Address Book allows you to easily select the shipping addresses from the various addresses you maintain and update in your address book. This also allows you to select different shipping addresses for different items in your shopping cart.

What is a Shopping Cart ?

The shopping bag is a virtual carry cart that displays the number of items you have chosen to purchase along with the total purchase amount. This is displayed as a small window located at the right-hand top corner of the web page. This window also provides links to view the details of the items you have chosen - 'View Details’ and to confirm your purchase 'Proceed to Checkout'.

You can update your order by adding / removing items, etc. in the shopping cart once you click on the link 'View Details'.

How do I Cancel my order ?

Please note that cancellations have to be made within a maximum 24 hours of placing an order. For canceling your order, you will have to get in touch with our customer support executive by sending an email giving your order number.

In case we receive a cancellation e-mail and till that time the order has already been processed by us, the order cannot be cancelled. rakhimela.com has complete right to decide whether an order has been processed or not.

The customer agrees not to dispute the decision made by rakhimela.com and accept rakhimela.com decision regarding the cancellation.

In case you cancel the order of perishable products, the cost of the product will have to be borne by you. In all other items, a cancellation fee of 10% will be charged to cover the credit card transaction cost, and balance 90% will be returned.

How do I return an item ?

We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that :

  • the item may be damaged during transit
  • or there might be a manufacturing defect
  • or that a wrong item is delivered to you.

In only such cases as given above, we will replace the item at no extra cost, provided that the request for replacement / return of item is made within the stipulated timeframe as given below. No returns, replacements or refunds will be allowed after the order is processed, except for the reasons given above.

To get a replacement or return an item, email us your Order Number and the reason for returning. Only after receiving our confirmation for the return, you are requested to send the item back to us.

We will then arrange for the replacement of the item through our logistics partner. We shall not be responsible for any items sent to us for return / replacement without our confirmation.

Our Return Policy

  • In case of courier products, the logistic company will attempt delivery of the items thrice. In case the delivery is not executed during all the three attempts, due to recipient not available / premises locked / recipient refuses to accept, etc., the customer shall still be charged for the order.
  • In case of perishable or courier products, while attempting the delivery if the recipient refuses to accept the delivery, the customer shall still be charged and will not be refunded for the same.
  • In case of all non-perishable items (except for custom-made items), the request for return / replacement shall be submitted within 3 days of receipt of the items.
  • There are no extra shipping charges for the delivery of replacement items for the reasons mentioned above.
  • In case of a replacement, our logistics partners will attempt delivery of the items thrice. In case the delivery is not executed during all the three attempts, due to recipient not available / premises locked, etc., the customer shall still be charged for the order.

In case of perishable items or custom-made non-perishable items, neither rakhimela.com nor our enabling partners will be able to accept any returns, replacement, or refunds of such items.

Where in India can you deliver ?

The delivery cities and towns depend on the product you are ordering. Each page has a link detailing the cities and towns serviced for that particular product. Cakes & Flowers have a limited delivery list (More than 75 Cities), but other gifts can be delivered to more than 1500 towns and cities in India.

What Is The Lead-time For Delivery ?

Orders from http://www.rakhimela.com are delivered quickly anywhere in the world, by courier through our logistics partners. Subject to the availability of stock, our minimum lead-time for shipping of any product is as follows:

  • Within India: 3 - 4 working days
  • International: 10 - 12 working days

However, different products may have different delivery lead-times depending upon the vendors or the place of shipment. Also, the delivery is not attempted on Sundays and public holidays, since there is no courier service available on these days.

Are there any hidden costs such as delivery charges, taxes etc. ?

Shipping charges are inclusive in the sales price for limited cities ONLY and there will be additional shipping charges for remote cities and towns. Based on the shipping address you select, if any additional shipping charges are applicable, it will reflect in your shopping cart while you check out before you make the payment. Octroi Charges and any other such entry tax would be collected from the consignee where applicable.

For International deliveries, all applicable charges for customs, etc. would be collected from the consignee as per actual.

How do I know that delivery is complete ?

An e-mail is sent to you informing that your order has been shipped / delivered along with the shipping details.

Are the items delivered as per the display on the Web Pages?

There may be slight variation in the gifts especially in perishable items like cakes, chocolates and flowers. It will be similar to the pictures on the web; they will definitely match or exceed all the specifications in terms of weight, size, count and functionality.

Flowers specified in the arrangements shown may differ as per seasonal availability. If the flowers specified in the arrangements are not available, suitable alternatives will be used.

For other items like apparels, watches, hand-crafted items and custom-made items, there may be slight variations in the color shades, designs and shapes due to the intrinsic manner of the product and manufacturing process. However, in all cases, we shall strive to match or exceed the specifications given.

What is the ‘Preferred Delivery Date' ?

The ‘Preferred Delivery Date’ is a facility provided by rakhimela.com to its users whereby you can specify the exact date on which you would like the gift to be delivered. We try to deliver on your specified date, but do not guarantee the same. If the order is placed well in advance of your preferred delivery date, there are very less chances of non-delivery or late delivery.

Delays may happen due to conditions or circumstances beyond our control, which may include situations arising out of strikes, fire, arson, riots, earthquake, floods etc.

The most common reason we have experienced is when the recipient of the gift is not at home, or due to an incorrect address or the address has changed. We cooperate with you to rectify this situation if it does occur.

Please note that our maximum liability is limited to the refund of the purchase price in case of non-delivery only, if the error is due to rakhimela.com.

What if you don't deliver or deliver late ?

In case of courier products, the logistic companies will attempt the delivery again and will also try and inform the recipient on phone. After confirming the availability of the recipient, they will deliver the product/s.

In case of courier products, the logistic company will attempt delivery of the items thrice. In case the delivery is not executed during all the three attempts, due to recipient not available / premises locked / recipient refuses to accept, etc., the customer shall still be charged for the order.

In case of express deliveries, the products are sourced locally. The local vendor will call the recipient in order confirm their availability and then will deliver the order. However, if no one picks up the phone / phone is switched off / phone is not reachable then in that case if the address of the recipient is searchable then the local vendor will attempt the delivery. While attempting the delivery, if the delivery boy founds that the premises are still closed or is not at all able to find the address then in that case the product will come back to the local vendor, the delivery will not be attempted again and the customer will not be refunded for the same

While attempting the delivery if the recipient refuses to accept the delivery, the customer shall still be charged and will not be refunded for the same.

What if the receiver is not at home to accept the delivery or does not answer the phone call?

In case of courier products, the logistic companies will attempt the delivery again and will also try and inform the recipient on phone. After confirming the availability of the recipient, they will deliver the product/s.

In case of courier products, the logistic company will attempt delivery of the items thrice. In case the delivery is not executed during all the three attempts, due to recipient not available / premises locked / recipient refuses to accept, etc., the customer shall still be charged for the order.

In case of express deliveries, the products are sourced locally. The local vendor will call the recipient in order confirm their availability and then will deliver the order. However, if no one picks up the phone / phone is switched off / phone is not reachable then in that case if the address of the recipient is searchable then the local vendor will attempt the delivery. While attempting the delivery, if the delivery boy founds that the premises are still closed or is not at all able to find the address then in that case the product will come back to the local vendor, the delivery will not be attempted again and the customer will not be refunded for the same

While attempting the delivery if the recipient refuses to accept the delivery, the customer shall still be charged and will not be refunded for the same.

What if the recipient's address is wrong or the recipient no longer stays there ?

http://www.rakhimela.com will inform you of such an eventuality. You can inform us to change the receiver's address within 24 hours of receiving our message, else your order will be cancelled and no refund will be made. All charges for the repeat delivery attempt at the corrected address will be collected from the consignee. But in no circumstances will the gift be changed, or in case of perishable commodities, will a fresh one be delivered.

Can I send some personalized message with the gift ?

Yes, you can send your personalized message/greetings along with your gifts. Just type in your message in the message box in the order form. Your message will be printed and sent along with the gift.

What are the different payment options available @ rakhimela.com?

We accept all major Indian and International Visa & Master Cards. The authorization is done via an online, secure payment gateway. We are in process of providing other payment modes in the near future.

Why My Special Instructions were not fulfilled?

We do our best to satisfy the information mentioned by the customer in Special Instructions under "Gifting / Delivery Date Instructions" section on the "Shipping" page. However, fulfilling the same is not guaranteed. We definitely go above and beyond to fulfil them but we never commit of fulfilling them.

Customer Service

For questions or suggestions related to Shopping, you can get in touch with our Customer Support Team by sending an email and we will be happy to assist you.

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