Help & FAQ

Open the order from Your orders and press “Get help with this order” within 3 days of delivery. Choose what went wrong and which items, and add a photo for anything damaged, expired or wrong. The branch that packed it replies in the same conversation, and where it is borne out, refunds what was affected — you do not need to bring anything back.

Because the shop prices the order. The basket adds up the rates on the shelf when you added each item, but bulk rates, any delivery charge and rounding are applied by the branch when it takes the order. The figure on your bill is the one that counts, and it is usually the same or a little lower.

They pack what is there and charge you only for that. Your order page shows what was packed against what you ordered, with the reason where the packer gave one. If you had already paid, the difference comes back to you automatically.

Until the shop starts preparing it, yes: open the order and press “Cancel order”, and anything you paid online comes back in full, automatically. Each shop allows a limited number of these a day — the order screen shows how many. Once it is being prepared, ring the branch — until it is packed the shop can still cancel it. Once it is packed it has been billed and is ready to leave, so it cannot be cancelled; if something is wrong when it arrives, the help desk puts it right. To add something, place a second order.

We send it as soon as it is agreed, and it goes back the way you paid — to the same card, UPI account or bank. Your bank decides when it shows up, commonly 5–7 working days. Cash paid at the door is refunded in cash by the branch. Every refund appears on the order it belongs to, with what it is for and whether it has left us.

An online payment has 15 minutes to complete. If it arrives after the order has lapsed, or the order never went through, it is refunded in full automatically — you will see it on the order. If you cannot see it after a day, write to us through Help & support with “Payment or refund”.

Either the store is outside its ordering hours, or it has paused orders for a short while — a rush, or a problem it is fixing. The strip at the top of the page says which, and when ordering opens again. You can keep browsing and filling your basket; it is kept, and you can order as soon as it opens. You can also have at most two orders in progress at a time.

The branch nearest the address you are sending the order to, named on the yellow strip at the top of every page. Each branch keeps its own stock and sets its own prices, so changing your delivery address can change what you can buy and what it costs. Before you sign in, you shop at the branch nearest where you are; at checkout your basket is checked against the branch for your address, and anything different there — a price, or an item it does not stock — is shown to you before you pay.

Yes — collect it yourself, where the store offers it. Choose a store to pick up from, order as usual, and show the 4-digit code from your order page at the counter. There is no delivery charge. For a large order you can also ring the store: some will arrange delivery beyond their usual area.

It depends on how far the order travels, and the bigger the order the more of it the shop covers — often all of it. Very small orders carry a small flat charge. Whatever it is appears on your order and your bill, and collecting is always free.

The shop picks and packs it, then a rider brings it. You can follow it from the moment the shop starts on it — on your order page, or in the app with notifications at each step. The time shown is an estimate, not a promise: fresh produce is picked by hand.

Cash or UPI at the door, or online by UPI, card, netbanking or wallet. Collecting, you can pay online or at the counter. Nothing is charged until you place the order.

Type or paste your list the way you would write it — “aata 5 kilo, chini, 2 Amul doodh” — in English, Hindi or Hinglish, and the bot finds each item at your branch and puts it in your basket with the amount you wrote. Check the basket before you order: it can misread a line, and nothing is ordered until you check out.

Open Buy again from your account menu for everything you have bought before, at today’s prices — or open a past order and press Order again to put the whole order back in your basket. Anything the store no longer stocks is left out, and you are told which.

Some things get cheaper per kilo when you buy more — and the lower rate applies to the whole line, not just the extra. On the product page each rate can be clicked to jump straight to that amount, and you are told how much more reaches the next one.

On the order. A GST invoice can be downloaded once the order is packed — or, when collecting, once it is handed over.

Either the branch serving you has sold out, or a different branch is serving you than last time — which happens if you changed your delivery address. Each branch stocks its own shelves.

When two deliveries within 60 days could not be handed over — nobody home, unreachable, refused or unable to pay — paying at the door is paused for 60 days. Online payment still works as usual. If you think it is a mistake, write to us through Help & support.

Open Help & support and choose “Something else” — a question, a suggestion, a problem that is not about one order. The shop replies in the same conversation and you are told when it does. For an order, start from the order itself, so the branch sees exactly which one.

Offers are off unless you switched them on; turn “Offers by WhatsApp and notifications” off in your account settings at any time. To delete your account, go to frekzii.com/delete-account once no order is in progress — your name, number and saved addresses are removed straight away.