Shipping policy

Delivery & Pickup Policy

NHR — Nihari Culture offers pickup and local delivery from our house on Fort Road, inside Lahore’s Walled City.

This policy explains how orders are prepared, collected, delivered, and supported.

Pickup

Pickup is available from:

NHR — Nihari Culture
2190-A Fort Road,
Lahore 54000,
Pakistan

Please wait for order confirmation before arriving for pickup.

Bring your order confirmation with you when collecting your order.

For Cash on Delivery or pickup payment orders, please keep the exact amount ready.

Local Delivery

Local delivery may be available within our active delivery area.

Delivery availability, timing, and charges may depend on your location, order size, traffic, weather, road access, service hours, and operational conditions.

After an order is placed, our team may confirm your order and delivery details by phone or WhatsApp before preparation or dispatch.

Please make sure your phone number and delivery address are correct at checkout.

Delivery Partners and Third-Party Services

NHR may deliver orders through our own team, independent delivery riders, third-party delivery services, or food delivery platforms.

Where an order is placed through a third-party platform, that platform may also apply its own delivery, support, cancellation, and refund process.

If there is an issue with a third-party delivery order, please contact us as soon as possible. We may also ask you to contact the delivery platform directly if the order was placed through that platform.

Order Timing

Nihari is slow-cooked with time and care. Once confirmed, your order is prepared, packed, served, or dispatched with the intention of reaching you as fresh and complete as possible.

Estimated preparation, pickup, and delivery times are provided as a guide only.

Delays may occur because of traffic, weather, road closures, Walled City access, rider availability, high demand, third-party delivery delays, or circumstances outside our control.

We cannot guarantee exact delivery times, but we will do our best to keep your order moving properly.

Our Responsibility

Our responsibility is to prepare the correct order and hand it over properly for table service, pickup, local delivery, or delivery partner collection.

If the mistake is ours, we will make it right.

This may include correcting the order, replacing the affected item, adjusting the amount due, or refunding the affected amount where payment has already been made.

This applies when:

• the wrong item was provided,
• a paid item was missing,
• an order could not be fulfilled by NHR,
• or the food was damaged or spilled before reaching you because of a fulfilment issue within our control.

Damage, Spillage, or Missing Items

If your order arrives damaged, spilled, incomplete, or incorrect, please contact us immediately.

Please keep the order, packaging, receipt, and any relevant photos so our team can review the issue properly.

Each case will be reviewed based on the order, delivery method, timing, and condition of the food when received.

Where NHR is responsible for the issue, we will arrange a fair resolution. This may include a replacement, correction, adjustment, or refund of the affected item or amount.

Events Outside Our Control

NHR is not responsible for delays, accidents, delivery interruptions, rider issues, traffic conditions, road closures, weather, incorrect customer information, unreachable phone numbers, third-party platform issues, or other circumstances outside our reasonable control.

However, if there is a problem with your order, please contact us. We will review the matter and help where we reasonably can.

Customer Responsibilities

Please provide a correct name, phone number, address, and order details at checkout.

Please stay reachable by phone or WhatsApp after placing an order.

For delivery, please provide clear directions if your location is difficult to find.

For pickup, please wait for confirmation before arriving.

For Cash on Delivery orders, please keep the exact amount ready.

Contact

For delivery, pickup, order changes, or urgent help, contact us:

WhatsApp / Phone:
+92 300 0997697

Email:
hello@nihariculture.com