My LokalMarketFrequently Asked Questions
Home > Frequently Asked Questions
Q. What is the price of the products offered?
A. We have a standard price for every product listed on our website or app. However, please note that each order is fulfilled by ordering on that particular day so the pricing for some products will vary accordingly and that will be shared at the time of the order confirmation.
Q. Where do you people operate from?
A. We are based in Mumbai. Our products can be delivered throughout Mumbai currently.
Q. Will you be selling at MRP or discounted price?
A. For most of the products on our platform our prices are very competitive as compared to the market. Having said that, we might launch some products with discounts for a limited time. To know more about these products or the release of these products you can follow our social media or contact us directly over WhatsApp.
Q. By when would you deliver the order after the order is placed?
A. Depending on when you order, if you order before 1 pm your delivery will be attempted within the same day, any orders placed after 1 pm will be delivered the next day. For every order the expected timelines will be conveyed to the clients via message or call.
Q. Mode of payment?
A. The payment would always be in advance or COD, we accept most of the popular payment modes including but not limited to Debit/Credit Cards, Netbanking, UPI.
Q. What is the Quality/Refund/Replacement policy?
A. MYLOKALMARKET may not produce/manufacture anything, we are the aggregators of various products from different vendors. However, we do take our product quality very seriously and have implemented a no questions asked refund or replacement policy with most of our vendors. To avail the same, any issues should be reported back to us at the time of delivery or within 24hrs of the delivery.
Q. Where do you source the items from?
A. Our vendors are from native markets across various locations.
Q. Non-veg items are fresh or refrigerated?
A. Except for the Cold Cuts and Tikkas & Kebabs products, all the other products are sourced and delivered fresh.
Q. Fish offered is fresh water or sea water?
A. Both varieties of fish are available with us.
Q. I am unable to do a card payment on the app?
A. Card Payments are part of the payment gateway, some of the common reasons for a failure of a card payment may be incorrect card details, server timeout, change in the network, or poor internet connection. We would request you to immediately reach out to us and your bank if your amount has been debited but the order is not placed. In case of payment failure, you can try to pay via other modes of payment or opt for cash on delivery.
Q. Do you have Bengali fruits and vegetables/vegetables and fruits from Bengal?
A. No, we usually do not have the Fruits and Vegetables on regular listing but we have seasonal fruits and specialty vegetables for a limited time on the platform.
Q. Is a convenience fee applicable for orders?
A. Our convenience charge is INR 50 till INR 500 order, for orders above INR 500 no convenience charge is applicable.
Q. Is there GST?
A. Our prices are inclusive of all relevant taxes.
Q. Am I entitled to Free Delivery while promotional offers are running?
A. If we are running a free delivery offer in your city and pincode then your delivery will automatically be free.
Q. How can I cancel my order?
A. You can reach out to us on WhatsApp or over call. But cancellation is only possible if you cancel the order within 30 mins of placing the order.
Q. I haven’t received my order confirmation.
A. We will send you a message on WhatsApp and SMS. After you have placed your order. In case you don't receive this communication you can reach out to us on Whatsapp or over call.
Q. Do I need to register or create an account before making a purchase? A. Yes, you will be required to log in and then add an address to make the final purchase. Q. My item arrived damaged or defective. What should I do? A. In such unfortunate cases we request you to take ample visual evidence and send it to us explaining the issue over email within 24hrs of the delivery. Q. Do you offer refunds? A. Only on a case-to-case basis. Q. How do I place my order? A. You can visit www.mylokalmarket.com or download our app from your respective app store and then select a pincode and log in. After that you can choose the products and go ahead and purchase page and you have successfully placed the order. Q. How long does it take to deliver my order? A. Anywhere between 6 to 12 hours depending on your time of order. Q. How can I track my order? A. We are currently working on an efficient tracking mechanism, till that is released you can check your order status by sending us a message on WhatsApp. Q. Can I ship to multiple addresses at the same time? A. You can’t place simultaneous orders but you can place orders one after the other provided the pincode is serviceable. Q. I would like to see my previous orders. A. You can visit the My Orders section from the My Account page. Q. What happens in case of a payment failure? A. You get redirected to the payment failure page. Q. I have a quality concern. What do I do? A. You can reach out to us over our support email with supporting visuals, if any, and a detailed explanation outlining your concern. Q. Why there is a difference between my bill amount and what was shown on the website/app? A. The change in the bill amount is subject to a few products like Fish, Meat, and Poultry where there can be a difference between the weight due to descaling & cleaning. Q. How do I change my address? A. You can simply edit or add a new address from My Account page under My Address section. Q. I am unable to log in to my account. A. You can send us a message on WhatsApp or give us a call and we can help you get access to your account. Q. Can I order a delivery to a different address? A. Yes, you can order to a different address provided that pincode is serviceable. Q. My mobile app is very slow or hanging. A. You can reach out to our support team to get a resolution to your issue. Q. Transaction money was deducted, but I did not get an order confirmation. A. We would request you to immediately reach out to us and your bank if your amount has been debited but the order is not placed. Q. I have a business proposal for My LokalMarket. A. That’s great to know. You can send your proposal to us over contact@mylokalmarket.com and the concerned team will reach out to you after going through your proposal. Q. I want to work for My LokalMarket. A. That’s awesome, whenever we have an opening with us we will be posting it on the Careers page, however, you can send us your resume at contact@mylokalmarket.com and we will reach out to you if there is any relevant opening. Q. I have not yet received my refund for online payment. A. For any refund to get credited to the original source of payment it takes 4 to 7 working days. However, refunds are only issued on a case-to-case basis. Q. I have not received my order. Who do I contact? A. You can reach out to us over WhatsApp or you can call us. Please keep the order number prepared while you are on the call. Q. I received an incomplete order. A. That's unfortunate, you can reach out to us over WhatsApp or you can call us. Please keep the order number prepared while you are on the call. Q. I want to place a bulk order. A. We are really happy to serve you. You can place the same over the website or app. Q. Is there a referral system and how does it work? A. We don't yet have a referral system but we are working on this and well enable this feature soon. Q. I want to unsubscribe from My Lokal Market's promotional emails and SMS. A. We apologize if you are inconvenienced by our marketing channels, you can simply unsubscribe to our messages and emails from the respective channels. Q. Is the seafood fresh? How can I be sure? A. Yes, it is fresh and sourced and dressed as per instruction on the very day of the delivery. Q. How does My LokalMarket maintain the meat’s freshness? A. We source and dress the meat as per instruction on the very day of the delivery Q. Is it safe to freeze the meat, and then thaw it and consume it? A. It is absolutely safe however it can marginally damage the quality of the meat since it will be frozen. Q. What do you mean by 'Whole Fish'? A. By that we mean that we are selling the entire fish around that specified weight. Q. What do you mean by 'Fillets'? A. A fleshy boneless piece of fish or meat. Q. What is the difference between Whole and Tail-on Prawn? A. Tail on prawn is just cleaned and deveined prawn with its tail on. The whole prawn is the entire prawn you can order it cleaned and dressed. Q. Can I get custom cuts? A. Yes you can, if that is possible for that fish or meat. Q. What about Ducks or other poultry? A. We don't have them in our inventory yet but given enough demand of the specific poultry we can add that to our list of offerings. Q. How do you manage to deliver it so fresh? A. We procure our products on the very day of the delivery to make sure that we give you fresh products. Q. How fresh is the seafood brought from My LokalMarket? A. We procure our products on the very day of the delivery to make sure that we give you fresh products. Q. How on time are you guys? A. We deliver in timeslots, we make every effort to deliver in that timeslot however the delivery timing may be impacted due to road/traffic conditions or weather, or any other unforeseen circumstances. Q. Is my credit card information safe on your site? A. We or our payment gateway do not store any banking details or card information. Q. My bank is not listed in the online payment option, how can I pay? A. You can pay by the other payment methods or switch to cash on delivery. Q. Will I be charged any additional fee for using the online payment option? A. Additional payment gateway charges may be applied and will be mentioned in the payment gateway page. Q. How do I register grievances? A. For any grievances you can reach out to us on support@mylokalmarket.com Q. What do I require to make an account? A. A phone number with SMS capability. Q. Can I place an order over a call? A. In the case of urgency we may accommodate that but we would request you to place your orders via our website or mobile app. Q. I can't find the product I'm looking for. What can I do? A. You can drop your suggestion at our email id. Q. Do you operate on national holidays and weekends? A. Yes, we do. Q. Can I edit my order once it is placed? Can I cancel it? A. Yes, provided it is done within 30 mins of placing an order Q. Can I reschedule my order? A. Yes you can, provided its done within 30 mins of placing an order Q. Do you have a minimum order value? A. No, we do not have any minimum order value but a convenience charge will be applicable on orders below INR 500 Q. Can I apply multiple coupons on a single order? A. No, that's not possible. Q. What payment mode would be used for my refund? A. The original mode of payment will be used for the refund. Q. I'm able to apply the coupon code but the discount percentage is not getting applied to my entire cart. A. Currently we don't have the option to apply referrals and coupon codes but we are working on it and will soon release it. Q. Can I cancel a part of my order? A. On a case-to-case basis we can allow that. Q. What security measures have we taken to make the website, app, and customer data secure? A. We prioritize the security of your sensitive information. We have taken the necessary steps to ensure a safe browsing experience by installing an SSL certificate on our website. This means that when you interact with our platform, whether it's logging in, sharing personal details, or making payments, your data is transmitted securely using SSL encryption. This robust encryption technology guarantees that your login credentials, personal information, and payment details remain confidential and can only be accessed by authorized parties. Our commitment to utilizing SSL encryption underscores our dedication to maintaining the integrity of your information and providing you with a secure online environment for all your interactions with us.
A. We have a standard price for every product listed on our website or app. However, please note that each order is fulfilled by ordering on that particular day so the pricing for some products will vary accordingly and that will be shared at the time of the order confirmation.
Q. Where do you people operate from?
A. We are based in Mumbai. Our products can be delivered throughout Mumbai currently.
Q. Will you be selling at MRP or discounted price?
A. For most of the products on our platform our prices are very competitive as compared to the market. Having said that, we might launch some products with discounts for a limited time. To know more about these products or the release of these products you can follow our social media or contact us directly over WhatsApp.
Q. By when would you deliver the order after the order is placed?
A. Depending on when you order, if you order before 1 pm your delivery will be attempted within the same day, any orders placed after 1 pm will be delivered the next day. For every order the expected timelines will be conveyed to the clients via message or call.
Q. Mode of payment?
A. The payment would always be in advance or COD, we accept most of the popular payment modes including but not limited to Debit/Credit Cards, Netbanking, UPI.
Q. What is the Quality/Refund/Replacement policy?
A. MYLOKALMARKET may not produce/manufacture anything, we are the aggregators of various products from different vendors. However, we do take our product quality very seriously and have implemented a no questions asked refund or replacement policy with most of our vendors. To avail the same, any issues should be reported back to us at the time of delivery or within 24hrs of the delivery.
Q. Where do you source the items from?
A. Our vendors are from native markets across various locations.
Q. Non-veg items are fresh or refrigerated?
A. Except for the Cold Cuts and Tikkas & Kebabs products, all the other products are sourced and delivered fresh.
Q. Fish offered is fresh water or sea water?
A. Both varieties of fish are available with us.
Q. I am unable to do a card payment on the app?
A. Card Payments are part of the payment gateway, some of the common reasons for a failure of a card payment may be incorrect card details, server timeout, change in the network, or poor internet connection. We would request you to immediately reach out to us and your bank if your amount has been debited but the order is not placed. In case of payment failure, you can try to pay via other modes of payment or opt for cash on delivery.
Q. Do you have Bengali fruits and vegetables/vegetables and fruits from Bengal?
A. No, we usually do not have the Fruits and Vegetables on regular listing but we have seasonal fruits and specialty vegetables for a limited time on the platform.
Q. Is a convenience fee applicable for orders?
A. Our convenience charge is INR 50 till INR 500 order, for orders above INR 500 no convenience charge is applicable.
Q. Is there GST?
A. Our prices are inclusive of all relevant taxes.
Q. Am I entitled to Free Delivery while promotional offers are running?
A. If we are running a free delivery offer in your city and pincode then your delivery will automatically be free.
Q. How can I cancel my order?
A. You can reach out to us on WhatsApp or over call. But cancellation is only possible if you cancel the order within 30 mins of placing the order.
Q. I haven’t received my order confirmation.
A. We will send you a message on WhatsApp and SMS. After you have placed your order. In case you don't receive this communication you can reach out to us on Whatsapp or over call.
Q. Do I need to register or create an account before making a purchase? A. Yes, you will be required to log in and then add an address to make the final purchase. Q. My item arrived damaged or defective. What should I do? A. In such unfortunate cases we request you to take ample visual evidence and send it to us explaining the issue over email within 24hrs of the delivery. Q. Do you offer refunds? A. Only on a case-to-case basis. Q. How do I place my order? A. You can visit www.mylokalmarket.com or download our app from your respective app store and then select a pincode and log in. After that you can choose the products and go ahead and purchase page and you have successfully placed the order. Q. How long does it take to deliver my order? A. Anywhere between 6 to 12 hours depending on your time of order. Q. How can I track my order? A. We are currently working on an efficient tracking mechanism, till that is released you can check your order status by sending us a message on WhatsApp. Q. Can I ship to multiple addresses at the same time? A. You can’t place simultaneous orders but you can place orders one after the other provided the pincode is serviceable. Q. I would like to see my previous orders. A. You can visit the My Orders section from the My Account page. Q. What happens in case of a payment failure? A. You get redirected to the payment failure page. Q. I have a quality concern. What do I do? A. You can reach out to us over our support email with supporting visuals, if any, and a detailed explanation outlining your concern. Q. Why there is a difference between my bill amount and what was shown on the website/app? A. The change in the bill amount is subject to a few products like Fish, Meat, and Poultry where there can be a difference between the weight due to descaling & cleaning. Q. How do I change my address? A. You can simply edit or add a new address from My Account page under My Address section. Q. I am unable to log in to my account. A. You can send us a message on WhatsApp or give us a call and we can help you get access to your account. Q. Can I order a delivery to a different address? A. Yes, you can order to a different address provided that pincode is serviceable. Q. My mobile app is very slow or hanging. A. You can reach out to our support team to get a resolution to your issue. Q. Transaction money was deducted, but I did not get an order confirmation. A. We would request you to immediately reach out to us and your bank if your amount has been debited but the order is not placed. Q. I have a business proposal for My LokalMarket. A. That’s great to know. You can send your proposal to us over contact@mylokalmarket.com and the concerned team will reach out to you after going through your proposal. Q. I want to work for My LokalMarket. A. That’s awesome, whenever we have an opening with us we will be posting it on the Careers page, however, you can send us your resume at contact@mylokalmarket.com and we will reach out to you if there is any relevant opening. Q. I have not yet received my refund for online payment. A. For any refund to get credited to the original source of payment it takes 4 to 7 working days. However, refunds are only issued on a case-to-case basis. Q. I have not received my order. Who do I contact? A. You can reach out to us over WhatsApp or you can call us. Please keep the order number prepared while you are on the call. Q. I received an incomplete order. A. That's unfortunate, you can reach out to us over WhatsApp or you can call us. Please keep the order number prepared while you are on the call. Q. I want to place a bulk order. A. We are really happy to serve you. You can place the same over the website or app. Q. Is there a referral system and how does it work? A. We don't yet have a referral system but we are working on this and well enable this feature soon. Q. I want to unsubscribe from My Lokal Market's promotional emails and SMS. A. We apologize if you are inconvenienced by our marketing channels, you can simply unsubscribe to our messages and emails from the respective channels. Q. Is the seafood fresh? How can I be sure? A. Yes, it is fresh and sourced and dressed as per instruction on the very day of the delivery. Q. How does My LokalMarket maintain the meat’s freshness? A. We source and dress the meat as per instruction on the very day of the delivery Q. Is it safe to freeze the meat, and then thaw it and consume it? A. It is absolutely safe however it can marginally damage the quality of the meat since it will be frozen. Q. What do you mean by 'Whole Fish'? A. By that we mean that we are selling the entire fish around that specified weight. Q. What do you mean by 'Fillets'? A. A fleshy boneless piece of fish or meat. Q. What is the difference between Whole and Tail-on Prawn? A. Tail on prawn is just cleaned and deveined prawn with its tail on. The whole prawn is the entire prawn you can order it cleaned and dressed. Q. Can I get custom cuts? A. Yes you can, if that is possible for that fish or meat. Q. What about Ducks or other poultry? A. We don't have them in our inventory yet but given enough demand of the specific poultry we can add that to our list of offerings. Q. How do you manage to deliver it so fresh? A. We procure our products on the very day of the delivery to make sure that we give you fresh products. Q. How fresh is the seafood brought from My LokalMarket? A. We procure our products on the very day of the delivery to make sure that we give you fresh products. Q. How on time are you guys? A. We deliver in timeslots, we make every effort to deliver in that timeslot however the delivery timing may be impacted due to road/traffic conditions or weather, or any other unforeseen circumstances. Q. Is my credit card information safe on your site? A. We or our payment gateway do not store any banking details or card information. Q. My bank is not listed in the online payment option, how can I pay? A. You can pay by the other payment methods or switch to cash on delivery. Q. Will I be charged any additional fee for using the online payment option? A. Additional payment gateway charges may be applied and will be mentioned in the payment gateway page. Q. How do I register grievances? A. For any grievances you can reach out to us on support@mylokalmarket.com Q. What do I require to make an account? A. A phone number with SMS capability. Q. Can I place an order over a call? A. In the case of urgency we may accommodate that but we would request you to place your orders via our website or mobile app. Q. I can't find the product I'm looking for. What can I do? A. You can drop your suggestion at our email id. Q. Do you operate on national holidays and weekends? A. Yes, we do. Q. Can I edit my order once it is placed? Can I cancel it? A. Yes, provided it is done within 30 mins of placing an order Q. Can I reschedule my order? A. Yes you can, provided its done within 30 mins of placing an order Q. Do you have a minimum order value? A. No, we do not have any minimum order value but a convenience charge will be applicable on orders below INR 500 Q. Can I apply multiple coupons on a single order? A. No, that's not possible. Q. What payment mode would be used for my refund? A. The original mode of payment will be used for the refund. Q. I'm able to apply the coupon code but the discount percentage is not getting applied to my entire cart. A. Currently we don't have the option to apply referrals and coupon codes but we are working on it and will soon release it. Q. Can I cancel a part of my order? A. On a case-to-case basis we can allow that. Q. What security measures have we taken to make the website, app, and customer data secure? A. We prioritize the security of your sensitive information. We have taken the necessary steps to ensure a safe browsing experience by installing an SSL certificate on our website. This means that when you interact with our platform, whether it's logging in, sharing personal details, or making payments, your data is transmitted securely using SSL encryption. This robust encryption technology guarantees that your login credentials, personal information, and payment details remain confidential and can only be accessed by authorized parties. Our commitment to utilizing SSL encryption underscores our dedication to maintaining the integrity of your information and providing you with a secure online environment for all your interactions with us.
