Delivery policy

Where we deliver

Fort Kochi and the surrounding neighbourhoods in Ernakulam district, Kerala. The app checks the pin you drop against our service area: if you are outside it, you will be told plainly before you shop rather than after you pay. We do not ship by courier and we do not deliver outside the area.

Delivery slots

You pick a delivery window at checkout, and the rider arrives inside it. Slots open for the same day and for the next few days, and each one has a cut-off — once a slot is full or the cut-off has passed, it disappears from the list. Times can change on holidays and during festival weeks; the app always shows what is genuinely open.

Grouping orders into slots is what pays for free delivery: one rider, one route, several homes on the way.

Instant delivery

Where instant delivery is offered, you can choose it at checkout instead of a slot. Your order is packed and leaves the shop straight away, and the app shows the time it is promised by — currently 10–30 minutes. Instant delivery runs from 8 AM to midnight; outside those hours it is not offered and you can pick a slot instead.

Instant delivery has a delivery fee of ₹30 or more on baskets under ₹199, and is free above that. The fee is shown as its own line in the cart before you pay.

On the day

• You get a notification when the order is packed and again when the rider leaves the shop. A slot order shows an arrival estimate and how many stops are ahead of you; an instant order is also tracked live on the map until the door.
• Keep the number on the order reachable — the rider may call for directions.
• Check fresh items at the door. Anything you are not happy with, hand straight back and we refund it.
• Cash on delivery: please have the exact amount where you can.

If nobody is home

The rider calls the number on the order and waits a few minutes. If we still cannot reach you, we take the order back to the shop and contact you to arrange another slot. We only leave an order with a neighbour, a security desk or at the door if you tell us to — and once you do, the order counts as delivered.

If a second attempt also fails, we cancel the order and refund it, minus any perishable items that can no longer be sold.

If we are late

Traffic, rain and the occasional broken-down bike happen. If your order will miss its slot or its promised time, we tell you in the app, and you can wait, move to another slot, or cancel it for a full refund — including any delivery fee you paid.

Changing an address or slot

Until packing starts you can change the slot from Orders, or cancel and re-order to a different address. After packing, call us — we can usually still move the slot, but only inside the same delivery area.

Handling and packaging

Chilled and frozen items travel in insulated bags. Fresh produce, meat and fish are packed separately from dry goods and household chemicals. Packaging is included — we do not charge for bags, crates or cold packs, and we take clean crates back if you hand them over.

Items sold by weight

Loose vegetables, fruit, fish and meat are weighed at packing, so the delivered weight can differ a little from what you ordered. You are invoiced for the weight you actually receive — see the terms.

Questions

Call +91 98956 83683 or email preethistores@gmail.com. Order problems and refunds are covered in the cancellations and refunds policy.