Customer Service Policy
Processing Time
Any orders received after business days (Sunday to Friday, 10 AM – 4 PM, excluding holidays) will be processed the following day and delivery time will count from the day order is invoiced and not when received.
Shipping Policy
We provide the following shipping options based on your area:
| Area |
Delivery Type |
Estimated Timeframe |
Delivery Details |
| Inside Kathmandu Valley |
Urban Express |
1–3 business days |
Trackable doorstep delivery. |
| In-Store Pickup |
Ready when notified |
Contact made when order is ready. |
| Outside Kathmandu Valley |
Regular Delivery |
3–6 business days |
Trackable pickup from nearest courier branch. |
| Premium Delivery |
2–4 business days |
Trackable doorstep delivery. |
| International* |
Premium Delivery |
7–15 business days |
Trackable doorstep delivery. |
| Regular Delivery |
10–20 business days |
Non-trackable reference number will be provided. |
Customs, Duties, and Taxes*
Shop Ratna Online is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).
Please view this documentation to learn more regarding your region: view here.
We strive to deliver most of the products, as per the committed timeline and in case of any deviations to the timeline, we will contact you through your registered e-mail id/phone.
Shipping Price Policy
The weight of the order, distance of the location and packaging costs determine shipping rate.
We charge a flat shipping fee on the first item and subsidize rates depending on the weight of the cart. Shipping becomes more cost-effective when you add multiple books to your order.
Cancellation Policy
The customer is allowed to cancel their order any time prior to the order being dispatched.
Return/Refund Policy
We accept returns only under the following conditions:
- You received the wrong items (different from what you ordered)
- Your items arrived damaged
To request a return, you must contact us within three days of receiving your order. Please ensure that the products are unused, undamaged, and in their original condition and packaging. Shop Ratna Online reserves the right to decline returns if these requirements are not met.
Disclaimer: Please note that with newer editions, cover images may vary, and the product you receive may differ slightly from the pictures shown.
