FAQS
What is Kimaye grown?
“Kimaye Grown” fruits are grown along with our farmer partners. We guide and train them to follow the best growing practices. Our farms are Global GAP certified and our fruits meet the MRL (Minimum Residue Level) norms. This ensures that our fruits meet international norms and are safe to consume.
Post the harvest, fruits are graded and picked and only the best fruits in terms of freshness and taste, land into the Kimaye packhouse. Here the fruits go through multiple checkpoints and the best fruits get the Kimaye label. Post this, the fruits are packed and reach you in a contamination free environment.
What is Kimaye fulfilled?
“Kimaye Fulfilled” fruits are sourced from trusted experts, who understand and specialise in their respective fruits. These fruits further go through Kimaye Quality checks and reach you through a safe contamination free environment.
How do I register?
You can register by clicking on the "Sign Up" link at the top right corner of the homepage. Please provide the information in the form that appears and activate your account from the mail sent to the e-mail id you have provided. From there you will be directed to your account section on our store.
Do I have to necessarily register to shop on Kimaye?
While you can shop without registering, it helps to register for a seemless ordering experience and to get curated content and updates on our latest offers and products.
Can I have multiple registrations?
Each email address and contact phone number can only be associated with one Kimaye account.
Can I add more than one delivery address in an account?
Yes, you can add multiple delivery addresses in your Kimaye account. However, remember that all items placed in a single order can only be delivered to one address. If you want products delivered to another address, you will need to place separate order.
What is My Account?
My Account is the section you reach after you log in at Kimaye.com. My Account allows you to track your active orders, your order history, update your contact details and save multiple addresses.
How do I reset my password?
You need to enter your email address on the Login page and click on forgot password. An email with a reset password button will be sent to your email address. Clicking on the button will lead you to the reset password page where you can change the password. In case of any further, issues please contact our customer support team.
What are the modes of payment?
You can pay for your order on Kimaye.com using the following modes of payment:
Credit Card (Domestic) - MasterCard and Visa
Credit Card (Domestic) - AMEX and Diners
Debit Card (Mastercard, Visa, Rupay and Maestro)
UPI/QR: Instant payment using UPI Apps
Netbanking: All Indian banks
Wallet: Mobikwik, Freecharge, Airtel Money, JioMoney, PayZapp
Pay Later: ICICI Bank PayLater
Are there any other charges or taxes in addition to the price shown?
GST will be applicable as per Government Regulations. However, for fresh fruits there is no GST but for value added fruit products the GST would be levied. The taxes would be mentioned during the checkout.
Is it safe to use my credit/ debit card on Kimaye?
Yes, it is absolutely safe to use your card on Kimaye.com. A recent directive from RBI makes it mandatory to have an additional authentication pass code verified by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer.
If I pay by credit card how do I get the amount back for items not delivered?
If we are not able to deliver all the products in your order and you have already paid for them online, the balance amount will be refunded to your credit card.
Are there any hidden charges I should know about?
No, the price listed on the product page and the delivery charge (if applicable) is all you pay.
When will I receive my order?
The order will be delivered on the chosen date and time slot. In case, there is any issue in collecting the order on the selected date and time, please contact our customer support team.
How can I track my order?
Once an order is placed, you receive order confirmation mail and SMS as well as you can check the status on the My Account section of Kimaye. Post this, as soon as we dispatch your order, you receive another mail and SMS, both of which include the tracking ID that can be used to track the order. This tracking ID will also be visible in the My Account section.
How are the fruits packaged?
Fresh fruits are hand-picked and hand cleaned. They are then packaged with minimum touch while ensuring hygienic and careful handling of all our products. The fruits have two layers of packaging- primary packaging- nets and secondary packaging- cotton bags so that fruits retain freshness.
How will the delivery be done?
Once your order is received, our products are packed in the Kimaye bag at our distribution centre. The bag is handed over to our delivery partner who then hands it over to you. The fruits from dispatch to delivery do not stay outside for more than 2 hours and there is no contact with the fruits at any point except when you open the primary packaging.
How do I change the delivery info (address to which I want products delivered)?
You can change your delivery address on our website once you log into your account. Click on “My Account” at the top right hand corner and go to the “Update My Profile” section to change your delivery address. However, once the order is placed, you cannot change the address for current order.
How much are the delivery charges?
We offer free shipping on all orders above Rs. 350. For orders under Rs. 350, the delivery charge is Rs. 50. The applicable order value is calculated post discount application.
Do you deliver in my area?
You will be able to check this detail right at the time of entering our website. We will remind you again at the time of checkout when you enter the address. If we are unable to deliver in your area - we will inform you before checkout
Will someone inform me if my order delivery gets delayed?
In case of a delay, our customer support team will keep you updated about your delivery.
I missed the delivery of my order today. What should I do?
Please reach out to customer support team
How do I add or remove products after placing my order?
Once you have placed your order you will not be able to make modifications on the website. Please contact our customer support team for any modification of order.
Is it possible to order an item which is out of stock?
No, you can only order products which are in stock. We try to ensure availability of all products on our website, however due to seasonal nature of fruits sometimes this is not possible, in which case, you will see stock out on the website.
How do I check the current status of my order?
Please visit the My Account section on the website. You can find all the details about your order on the dashboard under order history.
How do I check which items were not available from my order? Will someone inform me about the items unavailable in my order before delivery?
You will receive an email about unavailable items and the same will be reflected on the invoice. The balance amount will be refunded to you.
What You Receive Is What You Pay For
At the time of delivery, we advise you to kindly check every item as in the invoice. Please report any missing item that is invoiced. As a benefit to our customers, if you are not available at the time of order delivery or you haven’t checked the list at the time of delivery we provide a window of 12 hrs to report missing items. This is applicable only for items that are invoiced.
Do I get an invoice for my order?
You will receive an Invoice on delivery of the products.
What happens if my order is returned to you because it is undeliverable?
Every once in a while, we will have a package returned to us because the couriers were unable to deliver it to you. In this case, we will notify you on mail and SMS regarding the failure in delivery along with the reason for the return of your order. You can then seek assistance from our customer support team.
Why would my package be returned to you as undeliverable?
We can receive packages as undeliverable for the following reasons:
We received an incorrect address Failed delivery attempts (i.e. no-one was home to sign for the delivery, no one was available to collect the order on your behalf)
How do I contact customer service?
You can contact us on our email Id: hello@kimaye.com
You can Whatsapp us on: +91 8291273262.
You can also message on our Facebook and Instagram handle.
How do I raise a claim with customer service for any of the Guarantees - Delivery Guarantee, Quality Guarantee?
If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team with details of your order as well as the issue you faced.
What is Return/Refund Policy?
We do not support returns and exchanges for fresh produce. However, if you face any issues with the quality or packaging of the product, please reach out to our customer support team with details and we will assist you as quickly as we can. You can raise the complaint within 12 hours of delivery.
Do you have any offline presence?
Currently, we are serving only through our website. But we are eager to meet you in person soon. We will keep you posted on the same.
What do I do if an item is spoiled?
In case you are not satisfied with a product received you can return it to the delivery personnel at time of delivery or you can contact our customer support team and we will do the needful. You can also raise the complaint within 24 hours of delivery.
How will I get my money back in case of a cancellation or return? What are the modes of refund?
Your money will be credited back to your card/wallet within 7-10 working days. The mode of return is same as the mode of payment.
I am a corporate/ business. Can I place orders with Kimaye.com?
Reach out to us on
- Whatsapp/Call : +91 8291273262.
- Email Id: hello@kimaye.com
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Social media
https://www.facebook.com/KimayeFruits
How do I choose my preferred delivery slot?
How can I change my chosen delivery date and/or slot?
I missed entering my preferred date and time slot for order delivery. What should I do?
Where can i create a return and replacement request
How and when do I return or replace my fruits?
1) Enter the registered email id and Order ID E.g., K2356 to be able to place your return request. You will be able to locate the Order ID on your Bill or from the Orders dashboard in the Account section.
2) Select the item and the quantity you wish to return/replace.
3) Please note that it is mandatory to enter the issue related to the product along with the no. of pieces /quantity in the notes section. For fruits like Apples, Oranges, Mangoes, Kiwis please mention the exact number of affected pieces. Eg Mango 2 Pcs.
4) On the next page, please add images of the affected product/s. For each category of fruits, put the picture of the spoilt pieces together. E.g., if there is an issue with 3 Apples and 2 Oranges, please put two separate pictures of 3 spoilt Apples and 2 spoilt Oranges.
5) Once you have finished submitting your request, you will receive an email confirming your request.
6) Once your return is reviewed, we will also notify you of the approval or rejection of your refund/replacement within 24 hours of request raised.
7) If your request for refund/credit has been approved, then your refund/credit will be processed within 24-48 hours. You will receive it in your source account within 5-7 days of approval.
8) If your request for replacement has been approved, you can expect your product replacement within 48-72 hours of approval or earlier.
9) Return/ Replacement requests are only valid within 24 hours of delivery.
