Report within 32 hours
Report the issue within 32 hours after the Nepal delivery partner's recorded delivery time.
Damaged or missing items
Tell us quickly so we can investigate
FarHugs is your point of contact if a delivered parcel is damaged or products are missing. You do not need to contact our Nepal delivery partner yourself.
Include useful evidence
Include the order number, what is damaged or missing, and clear photos of the parcel, label, packaging and affected contents where possible.
Remedy for affected products
After the issue is confirmed, FarHugs will provide a refund of the value of the affected product or products. Unaffected products are not included in that refund.
Report an order issue
Email hello@farhugs.co.nz. FarHugs will review the report and coordinate the Nepal delivery enquiry.
The reporting period helps us investigate promptly and does not exclude or limit rights available under applicable consumer law. If the whole shipment never arrived, see refunds and cancellations.