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FAQs

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General

  • What is V4VELNES®?
    V4VELNES® is an online grocery supermarket, where you can order groceries, fruits, vegetables, fish, chicken, meat, health and beauty products etc. through a mobile application or via call or whatsapp. Your order will be delivered at your required address with in the promised delivery time. Currently our service is available at 28 pin codes within in Calicut city.
  • What kind of product do you sell?
    We sell groceries, fruits, vegetables, fish, chicken, meat, health and beauty products etc.
  • What cities and locations do you operate in?
    Currently we operate at 28 pin codes in Calicut. The pin codes are, 673001, 673002, 673003, 673004, 673005, 673006, 673007, 673008, 673009, 673010, 673011, 673012, 673014, 673016, 673018, 673019, 673020, 673021, 673029, 673031, 673032, 673033, 673317, 673611, 673612, 673613 & 673614.
  • Do you deliver to my location?
    Currently we operate in 28 pin codes based on Calicut city, if your area comes under these pin codes, we do delivery for sure.
  • What is the minimum order value?
    There is no minimum order value. You can order even for an item worth 50paisa. Rs29.00 delivery charge is applicable for order below Rs99.00
  • Do you charge any amount or taxes over and above the rate shown?
    The amount showing in application is including taxes, there is no other hidden charge. Rs29.00 is charge able for order below Rs99.00, which will be mentioned in bill. There is no hidden charge.
  • Can I track the status of my order?
    You can check your order status through V4VELNES® application. You can check it out in “My Orders” page.
  • How can I make changes to the order before and after confirmation?
    Right now there is no option to update an order through app. If you still want to add some item, you can call customer care and check the status. Call 8078369155/8078369255
Payment or refund related queries
  • How can I make payments at V4VELNES®?
    You can pay online or can pay cash at the time of delivery. The option to pay through v4v cash will be implemented soon.
  • How long do you take to initiate my refund?
    Your refund will be initiated immediately once we receive your request and will be credited to you within 1 to 3 working days directly or with in maximum 10 working days through bank.
  • How can I review my receipt?
    We will hand over the receipt to you at the time of delivery. Also, you can look at your transaction history in the “My Orders” tab.
Cancellation & Returns
  • How can I cancel my order?
    V4VELNES® provides easy and hassle-free cancellation. You can cancel your order via app or web before it is dispatched to your home. This option is available under the “My Orders” tab in “View Details”. You can cancel single, multiple or entire order.
    Please note: 100 % of the order amount will be provided to the customer, if the order is cancelled one hour before the commencement of the delivery. After that, 5 % of the order a mount will be charged as cancellation fee. (Please note: For fish and meat 50% of the order value will be deducted as cancellation fee).
  • What if I want to do to return something?
    Just contact our customer support team to resolve the issue.You can also return the products which you are dissatisfied with, at the time of delivery and we will get the refund initiated for you.
  • Can I reschedule my order? Just contact the customer care, they will give clarity if the reschedule time is possible or not.
  • What if I have any complaint regarding my order?
    You can use the “Contact Us” section on the app/web. Our customer care executives are always happy to help.
Placing an order
  • How can I be sure the fruits and vegetables I order are of good quality?
    Our fruits and vegetables vendors have a quality check process in place to ensure quality of the items delivered, is up to the mark. Do let us know within 24 Hours if you’re not happy with the quality of the product received.
  • How will I know if any item in my order is unavailable?
    You will receive an SMS notification or a call informing you about the unavailable items in this situation. Refund (if any) will also be initiated within 24 hours. Also you can add another similar product if you wish.
  • Can I schedule order to my convenience?
    Depending on store timings and store capacities, your order may be scheduled for a different day. For further details you may contact customer care.
  • I’m trying to place an order for today but it is getting scheduled for next day. What can I do?
    Contact customer care who will help you depending on the current situation. Depending on the availability of delivery boys, you may receive the order on same day.
  • How are the fruits and vegetables weighed?
    Every fruit and vegetable varies a little in size and weight. While you shop we show an estimated weight and price for everything priced by kilogram. At the time of delivery we weigh each item to determine final price. This could vary by 5% at maximum. Therefore, if you have shopped for something that costs Rs. 100 per kg, and we delivery 1.5 kg of the product to you (eg cabbage, pineapple), you will still be charged a maximum of Rs. 105. In case the weight of the product is lesser than what you ordered, you will pay correspondingly less.
Delivery related queries?
  • Do you charge for delivery?
    Delivery is free for all orders above Rs 99.00. Rs29.00 delivery charge are applicable for orders below Rs 99.00
  • What is your delivery time?
    The orders are delivered in two time slot. 1st delivery is between 9am and 2pm (orders between 2pm of the previous day and 9am) and 2nd delivery between 2pm and 8pm (orders between 9am and 2pm). Note: Due to Covid 19 issue and lockdown in the district, orders are delivered in between 2 pm and 8 pm only. The orders up to 9 am will be delivered on the same day, the rest will be delivered on the next working day.
  • Can I change the delivery address of my order?
    You can change the delivery address by contacting customer care, before the delivery leaves from the store.
  • Will someone inform me if my order delivery gets delayed?
    On rare occasions, due to unforeseen circumstances, your order might be delayed. In case of imminent delay, our customer support executive will keep you updated about the delivery time of your order.
  • Do you do same day delivery?
    If you still need any urgent delivery, depending on the availability of delivery boys, you may receive the order on same day, for this just contact with our customer care.
  • How can I check next delivery slot before placing an order?
    Next delivery slot is visible in the main menu in application.
  • Is it possible to order an item which is out of stock?
    This is possible depends on the items you need. For further details contact customer care.
  • How do I check the current status of my order?
    You can check your order status through V4VELNES® application. You can check it out in “My Orders” page.
  • Why there is an order cancellation fee?
    As we deal with perishable items, we have kept cancellation fee, especially for fish and meat.
  • When and how can I cancel an order?
    You can cancel the order through app or by contacting customer care. You can cancel order only before the order is delivered, otherwise you can return the order or items. 100 % of the order amount will be provided to the customer, if the order is cancelled one hour before the commencement of the delivery. After that, 5 % of the order amount will be charged as cancellation fee. (Please note: For fish and meat 50% of the order value will be deducted as cancellation fee)
Customer related
  • How do I contact customer service?
    1. Over phone : 8078369155/8078369255
    2. Through Whatsapp : 8078369155/8078369255
    3. By email: support@velnes.in
    4. Meet directly: J15, AUWM Vengeri, Thadambattuthazham Kozhikode - 673010
  • What is your timing to contact customer service?
    Our customer service team is available throughout the week, all seven days. You can call customer care between 9am and 5pm. You can leave a text or email at any time and we will be contacting you back at the earliest working hour.
  • How can I give feedback on the quality of customer service?
    Our customer support team constantly strives to ensure the best shopping experience for all our customers. We would love to hear about your experience with V4VELNES ®. Do write to us support@velnes.in in case of positive or negative feedback.
Registration
  • How do I register?
    You can register in V4VELNES® application by downloading app from Google play store. Just fill the required details for registration and start using the app. Login using mobile number and password.
  • Are there any charges for registration?
    Registration is completely free. You need to pay for only what you buy.
  • Do I have to register necessarily register to shop on V4VELNES®?
    Guest user option is available, allowing you to make a purchase without registration.
  • Can I have multiple registrations?
    Registration is based on mobile number and email id. You can register again with an unregistered mobile number and email id.
  • Can I have multiple accounts with same mobile number and email id?
    Registration is based on mobile number and email id. You can’t register again with a registered mobile number and email id.
  • Can I have more than one delivery address in my account?
    You can have more than one delivery address in the same account. Add address option is available in application. You can add address using address book in menu.
Account related
  • What is my account?
    My account has your personal details like your mobile number, email, address etc. You can track your activity in our application by this. Like my orders etc.
  • How do I reset my password?
    You have the reset password option in application. You can reset your password using mobile number or email. You can also reset your password using change password in my account.
GRIP (Guaranteed Repeated Income Plan)
  • What is GRIP?
    GRIP is the unique feature in our application which means Guaranteed Repeated Income Plan. Just register in V4VELNES® and start sharing the application from your account, so that others can register using your referral code. If a member registers under your direct reference your account will be credited with 1.25% of his purchase. If a second party (the one who referred by your direct reference) makes a purchase 0.5% of his purchase amount is credited to your account. If a 3rd (member referred by 2nd party) party makes a purchase, your account gets credited with 0.25% of his total purchase. Whenever these members make a purchase your account is getting credited with equivalent amount. Hence this is called Guaranteed Repeated Income Plan.
  • What is V4V cash?
    The Cash you earned through GRIP is called V4V cash.
  • Can I transfer my V4V cash in to my account?
    Yes, you can transfer the V4V cash. You have to keep a minimum of Rs500.00 in the V4V wallet and you can transfer up to Rs2999.00. To transfer an amount above Rs3000 you should have made a purchase worth Rs500 with in the last 30 days.
  • What is the validity of V4V cash?
    V4V cash has lifetime validity. It’s your earning, so it’s your wish when you want to use it.Note: when you make a purchase the available amount is deducted from the V4V cash against the order. Only the balance you need to pay.
  • Where do I enter the coupon code?
    While doing registration you need to enter the coupon code.