How our concierge service works

Our role as purchasing concierge

iWishBag links shoppers in Nepal to overseas sellers. We help you research listings, place orders, and move parcels, but we don’t make, own, or re-sell the products.

When you request a quote or approve an invoice, you authorize us to act as your agent for purchasing, paying the seller, clearing customs, and coordinating delivery. The sales contract for the goods stays between you and the third-party seller.

Third-party sellers & product information

Product descriptions, pricing, stock levels, authenticity claims, and warranty notes all come from the seller or marketplace link you provide. We don’t independently verify every listing or guarantee what the merchant promises.

We will flag any major discrepancies we notice, but accuracy of specs and fulfilment commitments remains the seller’s responsibility.

• If pricing or stock changes before we place the order, we’ll refresh your quote or suggest alternatives.
• Manufacturer warranties, support, and after-sales service must be handled directly with the seller or brand owner.

Supplying accurate order details

Share full links, color or size variants, quantities, and any other details when you ask for a quote. We place the seller order using the instructions you provide.

If we mis-enter an instruction you clearly gave (for example, choosing the wrong size), we’ll fix it at our cost—refund our service fees, exchange the item, or both when possible.

• Let us know right away if you spot an error in your submission or confirmation email.
• Custom builds, pre-orders, and made-to-order items may be non-cancellable once the seller locks the order.

Pricing, taxes & payments

Quotes include product cost, international freight, duties, taxes, customs handling, and iWishBag service fees. Amounts default to Nepalese rupees (NPR) unless noted otherwise.

Exchange rates hold for the validity window on the quote (usually 48–72 hours). Paying late may require a refreshed quote to reflect new forex or courier rates.

Pay invoices in full before we confirm the seller order. You’re responsible for bank fees, wallet charges, or cash-handling costs.

Shipping, custody & risk transfer

We coordinate forwarding, customs brokerage, and last-mile delivery with vetted partners. Transit times are estimates and can extend because of inspections, weather, or courier issues outside our control.

Risk transfers to you once the parcel is handed to the recipient or address you provided. Any outstanding balances, including COD amounts, must be cleared before delivery.

Inspection window & evidence requirements

Inspect every delivery within 48 hours. Fast reporting lets us engage the seller or courier while evidence is still clear.

Use the support form or reply to your concierge email with photos or video of the parcel, product, and packaging so we can advise next steps. For detailed instructions visit our returns and refunds guide.

• Keep every piece of packaging until the claim is closed—sellers often insist on it for returns.
• Claims filed after 48 hours may be rejected if the seller or courier finds the evidence incomplete.

Mediation & remedies

If the seller sends the wrong, counterfeit, or defective item, we’ll work with them toward a repair, replacement, or refund based on their policy.

Outcomes depend on the seller or marketplace, so we can’t promise a specific remedy. We’ll keep you updated and close the file only after reasonable escalation.

• Refunds we issue are limited to amounts we recover from the seller or courier, minus non-refundable third-party fees.
• If the seller offers store credit or a replacement only, we treat that as the resolved remedy unless you agree in writing to pursue another path.

Customer responsibilities

You agree to follow Nepalese import rules, provide accurate declarations, and make sure the products you request are legal to ship.

• Keep contact details current so we can reach you for approvals or customs paperwork.
• Pay duties, taxes, or extra courier fees quickly when notified.
• Store delivered goods safely—damage after delivery to your address isn’t our responsibility.

Limitations of liability

We stand behind the parts we control. If we make an order-entry mistake, mishandle packaging before handoff, or misplace funds you paid us, we’ll correct it or refund the iWishBag fees and shipping costs for that order.

We are not liable for seller misrepresentation, manufacturing defects, warranty issues, or delays caused by customs, regulators, or carriers. Indirect, incidental, or consequential losses are excluded.

• Our total liability for a claim is capped at the iWishBag service fees and shipping charges you paid for that order.
• Nothing here reduces rights you have under mandatory consumer protection laws.

Governing law & updates

These terms are governed by the laws of Nepal and disputes will be handled by the courts of Kathmandu, Nepal.

We review these terms as regulations, logistics, or features change. Significant updates will be announced via email or dashboard notices and reflected in the revision date above.