Missing or Damaged Items
Sweets travel a long way from Bikaner to your door, and very occasionally something arrives that shouldn't have. If your order is damaged, incomplete or incorrect, tell us and we will put it right.
Because everything we send is freshly made and perishable, we can only assess a claim while the goods are still in the condition they arrived in. Contact us within 48 hours of the delivery timestamp on your tracking.
What we'll replace or refund
- The outer box arrived crushed, wet or torn open
- A sealed pack inside is punctured, leaking or broken
- Something from your order is missing
- You received a different product or weight than you ordered
- The sweets have spoiled in transit despite being within shelf life
- A gift hamper arrived with items dislodged or damaged
Please film your unboxing
An unedited video of the parcel being opened is the single fastest way for us to resolve your claim — usually the same day. It shows us exactly what happened and lets us take it up with our courier, which is the only way we can stop it happening to someone else.
Start recording before you cut the tape, and keep filming in one continuous take until everything is unpacked.
- The sealed parcel from the outside, including the shipping label
- Any damage to the outer box before you open it
- Cutting the tape and opening the box, in one unbroken shot
- Each item as you lift it out
- A close-up of whatever is damaged, leaking or missing
No video? Send clear photos instead — the outer box from all sides, the shipping label, and the damaged item. We will still look into every claim. The video simply gets you an answer faster and helps us hold our courier to account.
How to raise a claim
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Contact us within 48 hours
Email, WhatsApp or call using the details below. The sooner you tell us, the more we can do — after 48 hours a perishable product can no longer be assessed fairly.
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Send your order number and evidence
Your unboxing video if you have one, or photos of the outer box, the shipping label and the affected item. Keep the packaging until your claim is closed — our courier occasionally asks to inspect it.
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We review and respond
You'll hear back within one working day. Most claims are approved on the spot; occasionally we'll ask for one more photo.
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Choose replacement or refund
Tell us which you'd prefer. Replacements ship within two working days; refunds reach your original payment method in 5–7 working days.
Get in touch
Whichever you choose, please have your order number to hand.
Please include
- Your order number
- The name of the affected item and how many
- Your unboxing video, or photos if you don't have one
- A photo of the shipping label on the outer box
What happens next
A replacement
We remake and reship the affected items at no cost to you, usually dispatched within two working days of approving the claim.
Or a refund
If you'd rather not wait, or the item is out of stock, we refund the affected portion to your original payment method within 5–7 working days.
You choose which. We'll confirm your claim by email or WhatsApp within one working day of receiving it, and you will not be asked to return or dispose of anything before we've responded.
Common questions
What if I forgot to record the unboxing?
Send clear photos instead — the outer box from every side, the shipping label, and close-ups of the damage. We will still assess your claim. The video just makes it faster and gives us something to take to the courier.
Do I have to return the damaged item?
Usually not. Sweets are perishable and we do not resell returned food. Hold on to the packaging until we have closed your claim, then dispose of it. If a return is needed for a non-perishable item like a hamper box, we arrange and pay for the pickup.
Part of my order is missing. Is that covered?
Yes. Large orders sometimes ship in more than one parcel and arrive a day apart, so check your tracking first. If everything has arrived and something is still missing, tell us and we will ship the missing items or refund them.
The box looks fine but the sweets inside are broken.
Still covered. Send photos of the sweets and the packaging they came in. Some breakage of delicate items like Soan Papdi can happen in transit, but if it has arrived in an unusable state that is on us.
I gifted the order and my recipient found the problem.
That is fine. Photos or video from the recipient work just as well. Raise the claim from the account that placed the order and refunds go back to the original payment method.
How long does a refund take?
We process it within one working day of approving the claim. Your bank or card issuer then takes 5–7 working days to show it. UPI refunds are usually faster.
We'd genuinely rather fix a problem than argue about one. If something isn't right, tell us — we'll sort it out.