Delivery, Returns and Policy Pages That Cut Your Support Calls in Half

Open the Viber inbox of any Nepali online shop and you will find the same five messages on loop. Kahile aaucha? Delivery charge kati ho? Return garna milcha? Outside valley pathauchha? Payment kasari garne? Every one of those is a failure of three boring pages: your delivery, returns and policy pages. Built properly, they answer the question before it is asked, and your phone goes mercifully quieter.

Policy pages are sales pages wearing plain clothes

Owners treat these pages as legal formalities, copied from some Indian template and buried in the footer. Buyers treat them differently. Before a first order from an unknown shop, a cautious customer looks for exactly two things: can I return this, and when will it arrive. If the answers are missing or written in lawyer-English, they either message you (costing your time) or leave (costing the sale). A clear policy page converts. That is the mindset shift.

The delivery page: dates, zones, rupees

Structure it as a table, not paragraphs. Inside Ring Road: 1 to 2 days, NPR 100. Kathmandu valley outside Ring Road: 2 to 3 days, NPR 150. Major cities like Pokhara, Chitwan, Butwal by courier: 3 to 5 days, NPR 150 to 250. Remote districts: 5 to 10 days, courier rates apply. Then the details that stop follow-up calls: order cutoff time for same-day dispatch, whether Saturday counts, what happens during bandhs and festival rush, and which courier partners you use. Name the couriers. Familiar names carry borrowed trust.

The returns page: strict is fine, vague is fatal

You do not need Daraz-style seven-day free returns to compete. You need clarity. State the window (48 hours or 7 days, your call), the conditions (unused, tags attached, unboxing video for electronics), who pays return shipping, and how refunds happen: eSewa refund in 3 days, exchange, or store credit. A strict policy stated confidently beats a generous policy nobody can find. And honour it without argument, because one public Facebook complaint about a dodged refund costs more than a year of returns.

Put the answers where the doubt happens

The footer link is the archive, not the delivery mechanism. Repeat the key lines at the point of doubt: delivery estimate and charge on every product page, return window one line above the checkout button, payment options in the header. A short FAQ block on the product page ("Does this include the charger? Yes.") kills the remaining questions. The rule: never make a buyer leave the page they were about to buy from just to find out if buying is safe.

Write like a human from Kathmandu, not a contract

"The company reserves the right at its sole discretion" makes small shops sound both shady and pompous. Write the way you would explain it across the counter: "We deliver inside the valley in 1 to 2 days. If we are late because of a bandh, we will message you." Short sentences. Real scenarios. A little warmth. Customers forgive delays they were warned about; they punish silence.

The payoff, and getting it built

Shops that add proper policy pages plus product-page answer blocks routinely report support messages dropping by 30 to 50 percent within a month, and fewer refused parcels too, since expectations were set before the order. At WebsNP, every ecommerce site we design in Kathmandu ships with these pages written and wired in the right places, not dumped in the footer. Fixed price in 24 hours, delivered in days, free hosting for the first year. Boring pages, unboring results.