Delivery Policy

Delivery Policy

Last updated: 6 September 2026

This explains where we deliver, what it costs, how handover works, and what happens when something goes wrong.

Contact: stachysupport@gmail.com

1. Collection or delivery

Every order can be collected from the shop yourself at no charge.

Where delivery is available you may choose it instead, and a delivery fee applies. Delivery is switched on and off per area by us, and shops set their own hours. If delivery is unavailable when you order, the app says so rather than taking the order and failing later.

2. Where we deliver

Delivery runs within a fixed radius of each area we serve. The areas we cover are shown in the app and change as we grow.

Shops only serve the area around them, so which shops you can order from depends on where you are collecting or receiving. If your address falls outside every serving radius, delivery is not offered for that order — collection may still be.

3. What delivery costs

The delivery fee is ₹15. It does not change with distance inside the serving radius.

The fee is charged up front, with the rest of what you pay when ordering, and not at the door. A fee collected on delivery is a fee that goes uncollected when nobody answers.

It is shown as its own line before you pay. It is never rolled into the price of goods.

4. Paying for a delivered order

Grocery and bakery orders take a booking amount when you order, and the balance is settled at handover. Food from a cloud kitchen is paid in full up front, so nothing is owed at the door.

Where cash on delivery is available, the balance may be paid to the rider in cash. The delivery fee is always part of what is collected up front, whichever way you settle the balance.

5. Handover

Every order carries a four-digit code.

For a delivery, the rider asks for that code before handing the order over. It is the only check that the order reaches the person who placed it, so please have it ready.

Anyone at your address may receive the order if they have the code.

6. Packaging

The shop packs your order. We do not pack it, repack it, open it or supply the bag or box it comes in — a rider carries it sealed exactly as the shop handed it over.

We require shops to use lawful packaging, including the rules on plastic thickness and on banned single-use plastic items, but we do not inspect it. If an order reaches you in something that should not have been used, tell us and we will take it up with the shop.

7. If nobody is there

A rider will attempt to reach you on the number attached to the order.

If nobody can be reached and the order cannot be handed over, it is returned to the shop. What happens to the money then is covered by the Refund Policy — a delivery fee for a journey that was made is not refunded.

8. Timings

Shops set their own opening hours, and an order is prepared when the shop gets to it.

We do not promise a delivery time. Where an order has a preparation time, the app shows it before you pay. A bakery order carries a ready-by date rather than a clock time, because a cake is made for a day.

9. If something is wrong

Tell us through the app as soon as you can, and keep the goods as they arrived where that is possible.

Missing, damaged or wrong items are covered by the Refund Policy.

10. Contact

Support: stachysupport@gmail.com

Support hours: 24/7, all days