FAQ

FAQ
 

Kindly check the FAQ below if you are not very familiar with the functioning of this website. If your query is of urgent nature and is different from the set of questions then do write to us at support@villezone.com or call us on 91 04 91 01 91 between 10 am & 6 pm on all days including Sunday to get our immediate help.

Registration
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. You can review the terms and conditions, provide your payment mode details and submit the registration information.

Are there any charges for registration?

No. Registration on villezone.com is absolutely free.

Do I have to necessarily register to shop on Villezone ?

You can surf and add products to the cart without registration but only registered customer will be able to checkout and place orders. Registered members have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.

Can I have multiple registrations?

Each email address and contact phone number can only be associated with one villezone account.

Can I add more than one delivery address in an account?

Yes, you can add multiple delivery addresses in your villezone account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders.

Can I have multiple accounts with same mobile number and email id?

Each email address and phone number can be associated with one Villezone account only.

Can I have multiple accounts for members in my family with different mobile number and email address but same or common delivery address?

Yes, we do understand the importance of time and the toil involved in shopping groceries. Up to three members in a family can have the same address provided the email address and phone number associated with the accounts are unique.

Can I have different city addresses under one account and still place orders for multiple cities?

Yes, you can place orders for multiple cities.

Account Related
What is My Account?

My Account is the section you reach after you log in at villezone.com. My Account allows you to track your active orders, credit note details as well as see your order history and update your contact details.

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 will be sent to your email address. With this, you can change your password. In case of any further issues please contact our customer support team.

What are credit notes & where can I see my credit notes?

Credit notes reflect the amount of money which you have pending in your villezone account to use against future purchases. This is calculated by deducting your total order value minus undelivered value. You can see this in "My Account" under credit note details.

What is My Shopping List?

My Shopping List is a comprehensive list of all the items previously ordered by you on villezone.com. This enables you to shop quickly and easily in future.

Payment
What are the modes of payment?

You can pay for your order on villezone.com using the following modes of payment. Cash on delivery. Credit and debit cards (VISA / Mastercard / Rupay ).

Are there any other charges or taxes in addition to the price shown? Is VAT added to the invoice?

There is no VAT. However, GST will be applicable as per Government Regulizations.

Is it safe to use my credit/ debit card on villezone?

Yes it is absolutely safe to use your card on villezone.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

What is the meaning of cash on delivery?

Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep.

If I pay by credit card how do I get the amount back for items not delivered?

If we are not able to delivery all the products in your order and you have already paid for them online, the balance amount will be refunded to your villezone account as store credit and you can use it at any time against your future orders. Should you want it to be credited to your bank account please contact our customer support team and we will refund it back on to your card.

Where do I enter the coupon code?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot and payment method. On the payment method page there is a box where you can enter any evoucher/ coupon code that you have. The amount will automatically be deducted from your invoice value.

What is villezone Wallet?

The villezone Wallet is a pre-paid credit account that is associated with your villezone account. This prepaid account allows you to pay a lump sum amount once to villezone and then shop multiple times without having to pay each time. ( We haven’t wallet right now, but this information used to you in future ).

Delivery Related
When will I receive my order?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot. Your order will be delivered to you on the day and slot selected by you. If we are unable to deliver the order during the specified time duration (this sometimes happens due to unforeseen situations).

How are the fruits and vegetables packaged?

Fresh fruits and vegetables are hand picked, hand cleaned and hand packed in reusable plastic trays covered with cling. We ensure hygienic and careful handling of all our products.

How are the fruits and vegetables weighed?

Every fruit and vegetable varies a little in size and weight. While you shop we show an estimated weight and price for everything priced by kilogram. At the time of delivery we weigh each item to determine final price. This could vary by 10% at maximum. Therefore if you have shopped for something that costs Rs. 100 per kg, and we delivery 1.5 kg of the product to you (eg cabbage, pineapple), you will still be charged a maximum of Rs. 110. In case the weight of the product is lesser than what you ordered, you will pay correspondingly less.

How will the delivery be done?

We have a dedicated team of delivery personnel and a fleet of vehicles operating across the city which ensures timely and accurate delivery to our customers.

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.

How much are the delivery charges?
City Order Type Order Value Delivery Charge
    > Rs.100 Rs.50/-
Surat All(slotted delivery ) Rs.100-150 Rs. 30/-
Rs.150-200 Rs. 10/-
Rs. 200 and above Free
 
Note:

For Villezone members delivery charge may be different

Do you deliver in my area?

You will be able to check this detail 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.

What is the minimum order for delivery?

Minimum order for delivery is Rs. 100 bill amount

Do you do same day delivery?

We do same day delivery provided you place your order before 6:00 pm on the day you want delivery.

What is Same Day Delivery?

villezone has now started same day delivery. All you have to do is order before 6:00 pm and we will deliver it to you the same day evening. Any order placed will be delivered the slot chosen by you.

Is Same Day Delivery applicable to only a few products or all products?

The Same day Delivery is applicable to our entire range of products.

Order Related
What are delivery slots?

Delivery slots are time slots during which you will receive your order. villezone currently offers 3 delivery slots each day. These are:

City Order Placed Between Order Delivered Between
  10:00 PM TO 12:00 PM 2:00 PM TO 5:00 PM
Surat 12:00 PM TO 6:00 PM 7:00 PM TO 9:00 PM
6:00 PM TO 10:00 PM 8:00 AM TO 11:00 AM
( IN NEXT DAY MORNING )
 
How can I check availability of next slot before placing order?

Once you log in to your account, you will notice that on the right side of the website, under "My Basket" the next available slot in which you can order will be displayed.

Can I change my order delivery slot after placing the order?

Delivery slot cannot be changed once the order is placed. In case of an urgent requirement of change of slot please contact our customer support team and we will try our best to accommodate your request.

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.

How do I check the current status of my order?

We are inform you by message about your order status

Is there an order cancellation fee?

No there is no cancellation fee.

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 6hrs to report missing items. This is applicable only for items that are invoiced.

Customer Related
How do I contact customer service?

Our customer service team is available throughout the week, all seven days from 10 am to 7 pm. They can be reached at 91 04 91 01 91 or via email at support@villezone.com

What are your timings to contact customer service?

Our customer service team is available throughout the week, all seven days from 10 am to 7 pm.

How can I give feedback on the quality of customer service?

Our customer support team constantly strives to ensure the best shopping experience for all our customers. We would love to hear about your experience with villezone. You got one sms for submit your feedback, By click on that link you are able to write your review.

Do you have offline stores?

No we are a purely internet based company and do not have any brick and mortar stores.

Where can I find currently running offers/ promotions?

There is a link called "Store Wide Offers" on the top right hand side of our website. All products with any discount or promotions are listed under this section.

What do I do if an item is defective (broken, leaking, expired)?

We have open box delivery system and all information about return and open box delivery go to return policy page.

How will I get my money back in case of a cancellation or return?

The money will be credited back to your account in 7-10 working days. Please contact customer support for any further assistance regarding this issue.

I am a corporate/ business. Can I place orders with villezone.com?

Yes, we do bulk supply of products at special prices to institutions such as schools, restaurants and corporates. Please contact as at info@villezone.com to know more.

I'd like to suggest some products. Who do I contact?

If you are unable to find a product or brand that you would like to shop for, please write to us at support@villezone.com and we will try our best to make the product available to you.

How & where I can give my feedback?

We always welcome feedback, both positive and negative from all our customers. Please feel free to write to us at support@villezone.com, or call us on 91 04 91 01 91 and we will do our best to incorporate your suggestions into our system.

How can I refer villezone.com to my friends?

Login to your villezone account through our website on your desktop or our app on your mobile.
On Website - Click on ‘My Account’ (top right) and you will find ‘Refer & Earn’ under ‘My Account’ Menu.
On Mobile App – Click on the Sidebar menu (top left) and go to ‘Refer & Earn’.
Use your unique Referral Code to invite your friends and ask them to sign up using your referral code.
On successful registration and delivery of first order by your friend, you and your friend earn coupon worth 10% of your friends first order amount ( Maximum coupon amount is Rs. 100 ).

I’ve got a referral code. How do I use it?

Go to villezone.com or click the signup link received with the invite and register using your referral code.
Press the signup button and complete your first purchase.
Once your order is successfully delivered, villezone will check if all the required conditions are met and within 24 hours both you and your friend will receive reward amount by sms and app and web notification as coupon code
You can use this coupon for any future purchases with villezone.

How many friends can I refer?

You can refer up to 20 of your friends to villezone and earn a maximum of Rs.2000 as referral bonus. From the 21st invitation, even if the referee completes the transaction and use the unique referrer code while signing up, the referral bonus will not be credited.
To ensure that users don't get spammed, kindly send invites only to people you are acquainted with.

How Does it Work
Where do the products come from ?

All orders are processed from Villezone.com and we are purchasing all product directly from farm and delivered to you by the villezone team. If you are not happy with any product, we have an Open box delivery so you can open your order in front of our delivery boy and if you have any problem with you can return it at on same spot.

How is my order processed?

As soon as you place an order, the following actions take place:

1) You will get a notification through SMS of the confirmed order along with the expected delivery time.

2) Meanwhile, after the order is accepted by the company, an executive is deployed by villezone to pick up the order and deliver the same to you.

3) After the order is delivered to you successfully, you will receive an SMS confirming the delivery. You may also receive a call for feedback.

Throughout the above stages, our Order Fulfilment Team continuously monitors the process so that you get the desired product within the time committed to you. In case the order cannot be processed for any reason whatsoever, the same will be informed to you at the earliest.

Note :-

FOR MORE QUERY AND INFORMATION PLEASE CONTACT TO OUR CUSTOMER CARE NUMBER ( 91 04 91 01 91 ) AND WRITE DOWN US AT support@villezone.com

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