Help Center
Here are answers to some common questions about our bookstore, books collection and services
Order & Tracking
How to place an order?
To place an order, click Add to Cart for each item you want, or Buy It Now to purchase a single item immediately. When ready, click the cart icon at the top right and select Checkout. Fill in your shipping info, contact details, and choose payment, delivery type and shipping options. After submitting, a thank-you page will confirm your order and provide payment completion info.
How to check my order status ?
To check the status of your order, click here.
You may see different order statuses, such as:
Confirmed
Your order has been successfully placed.
- For prepaid orders, payment has been received.
- For Cash on Delivery (COD) orders, payment is marked as pending and will be collected at the time of delivery.
Ready for Pickup
Your order has been prepared and is ready to be collected from our store (if you selected in-store pickup).
On Hold
Your order is temporarily paused. This may be due to payment verification, stock availability, or address clarification. Our team may contact you if further information is required.
Hold Released
Your order was previously on hold but has now been cleared and moved forward for processing.
Fulfilled
Your order has been shipped or handed over to the courier. You will receive tracking details via email or SMS.
Cancelled
Your order has been cancelled. This may occur at your request, due to payment issues, or if the item was unavailable.
If you need clarification about your order status, please contact our support team and we’ll be happy to help.
How can I track my order ?
For domestic orders, you can check your order status on the Order Status page. Once your order has been fulfilled, you can track it through our courier partner, Nepal Can Move. You may click here to open the NCM Tracking Portal.
You can obtain your tracking ID by calling NCM and providing your mobile number to their support representative. Alternatively, you may simply wait for an SMS update, which is usually sent once your parcel reaches your district courier hub. You can then open the tracking link directly from the SMS.
Can I change address or edit my order?
Changes depend on your order status. Orders placed before 2:00 PM (NPT) may have the delivery address or items edited, or may even be cancelled, provided the order has not yet been shipped. Please contact us with your order number and request as soon as possible.
Once the order has been shipped (if you have received an order fulfilled notification by email or WhatsApp), changes or cancellations are generally not possible.
Shipping & Delivery
How long does it take for delivery inside Nepal?
Orders placed before 2:00 PM (NPT) are usually processed the same day (excluding weekends and public holidays).
- Kathmandu Valley: Delivery is typically completed within 24 hours after dispatch.
- Outside the Valley: Delivery usually takes 2–3 working days after dispatch, depending on your location and courier service.
You will receive a fulfillment notification once your order has been shipped.
How long does international shipping take?
We ship internationally through DHL Express. International delivery typically takes 3–5 working days, depending on the destination country and DHL service availability.
What are the charges?
For deliveries within Nepal, courier charges are collected by Nepal Can Move:
- Inside Kathmandu Valley: NPR 120 (flat rate).
- Outside Kathmandu Valley: Charges range from NPR 170 to NPR 220, depending on your location.
For international orders, shipping charges vary based on the destination country and the weight of the package. We ship via DHL Express. The shipping rate is first confirmed with DHL, and we will communicate the final cost with you before proceeding.
The final shipping amount will always be clearly confirmed before dispatch.
Why is my order delayed?
Orders may occasionally be delayed due to inventory shortages, warehouse distance, logistics constraints, or courier-related issues.
If any of these situations occur, your order status may temporarily change to On Hold. Once the issue is resolved, the order will be released from hold and moved forward to fulfillment.
In rare cases, if the issue cannot be resolved after several days, the order may unfortunately be cancelled. You are always welcome to place a new order once the item becomes available again.
Please rest assured that all confirmed orders are processed and delivered unless we notify you otherwise.
In-Store Pickup
What is In-Store Pickup and how does it work?
In-Store Pickup allows you to place your order online and collect it directly from our bookstore instead of choosing delivery. This option will appear at checkout if the items in your cart are eligible for pickup.
After placing your order, please wait until you receive a “Ready for Pickup” notification by email or WhatsApp. This confirms that your order has been prepared and is ready for collection. Kindly do not visit the store before receiving this notification.
If your order is urgent, you may call our store and request priority preparation. Our team will do their best to assist you.
What are your store hours?
We are open 7 days a week from 9:00 AM to 9:00 PM (NPT), except under special circumstances.
We recommend calling before visiting to confirm availability and avoid inconvenience.
Can I pay using a credit or debit card at the store?
Yes, we accept debit and credit cards from all major card providers. You can pay at our store using the POS machine by swiping or tapping your card.
Payment Methods
What payment options do you have ?
We accept eSewa, Khalti, and other online payment apps. Bank transfers via cheque deposit or mobile banking are also accepted, and the necessary details will be provided at checkout.
For international payments, bank transfer via remittance is possible, click here.
If Alipay+ or UPI is supported in your country, you can scan our payment QR code and pay directly, just like using a domestic payment method, without any hassle.
I’m having trouble with the payment. How can I contact support?
If your current payment method is not supported, fails to process, or does not work properly, you may choose an alternative payment option.
For any payment-related issues, please contact our support team. We will assist you promptly and help provide a quick and smooth resolution.
My order status still shows payment as pending, but I have already completed the payment.
Payment status usually updates within a few seconds when you complete payment through our official payment portal and provide the correct order number.
If your order still shows “Pending” even after paying through our payment portal, please contact our support team for assistance.
If you made a payment outside our official payment portal dashboard (for example, direct transfer without using the provided payment link), you must contact us to have the payment manually verified.
You can always check your latest payment status on your Order Status page.
Offers & Discounts
Do you offer discounts?
Yes, we regularly offer discounts on book purchases. These promotions may vary over time, so we encourage you to check our Offers page frequently to find the latest deals and save on your favorite books.
Do you have a clearance sale?
Yes, we do have a clearance sale. Selected books are available at 30% OFF.
You can explore all discounted titles here
Do you offer a birthday discount?
Yes, we offer a flat 20% OFF on your exact birthday.
To receive this offer, you must register in advance - at least a few weeks before your birthday. Click here to register. After registration, you will receive a digital redeemable birthday card via email or WhatsApp.
This offer is valid for in-store purchases only and is not available online.
If you do not receive your birthday card, please contact us immediately. We require at least 2 days’ notice to resolve any issues before your birthday.
On your exact birthday, simply visit our store with your digital birthday card and enjoy 20% OFF.
Do you offer wholesale, B2B, or corporate gifting services?
Yes, we offer excellent discounts on wholesale and B2B purchases, along with special deals and curated gifting options for libraries and corporate clients.
For inquiries regarding bulk purchases, corporate gifts, or library services, please contact our store directly:
Landline: (+977) 01-4700975
Mobile: (+977) 9846525426
Our team will be happy to assist you with pricing, availability, and customized requirements.
Book Request & Procurement
What is the Book Request service?
Our Book Request service allows you to request rare titles, special editions, and books not available in Nepal. If a book is not listed on our website, we can try to source it specially for you.
Can I request a book that is already listed but out of stock?
No. This not for books already listed on our website but marked as out of stock.
If a title is out of stock, please use the “Notify Me” option on the product page or call our store directly.
Can I request Indian/Subcontinent editions?
If you are looking for Indian or Subcontinent editions, please call our store directly. These editions follow our regular ordering process and are not handled through the Book Request form.
Landline: (+977)01-4700975
How long does it take to import a requested book?
Imported books usually take3–5 weeksto arrive, depending on supplier availability and shipping timelines.
Is prepayment required for requested books?
Yes. Since we order a single copy specially for you, full prepayment is required before we proceed with the import.
Our team will contact you with complete details — including pricing and estimated delivery time — before placing the order.
Milestones Reward Program
What is the Milestones Reward Program? Why is it called “Milestones”?
Milestones is our customer reward program designed to thank and appreciate our readers for shopping with us. Every purchase helps you earn points and unlock benefits over time.
It is called “Milestones” because your rewards grow as you reach different stages in your reading journey with us. Instead of simply collecting points, you move through levels — each milestone reflecting your continued support and love for books.
The more you shop and engage, the more rewards and exclusive benefits you unlock.
How can I check my total points, and when am I eligible to redeem them?
To check your total points and learn how to earn and redeem them, click here.
Gift Card
How do I purchase a Gift Card ?
Our gift cards can be purchased online or in-store. You can choose the value and have them delivered digitally via email or physically to your address. They are redeemable for any purchase on our website or at our physical store in Thamel, Kathmandu. Our gift cards expire in a year after the date they are issued. Shop Gift Cards.
How can I use/redeem my Gift Card?
To use or redeem your gift card, enter the gift card code at checkout. The balance will apply to your order total. If your purchase is more than the gift card value, pay the difference with another method. Any remaining balance stays on the card and can be used next time—just like keeping cash in your wallet.
I have a physical gift card, how can I redeem ?
Physical gift cards are redeemable for any purchase on our website or at our physical store in Thamel, Kathmandu. Enter the gift card code during online checkout or provide it to our store staff for in-store redemption.
How can I purchase and send a gift card as a gift?
Sure! To gift a digital gift card, visit the gift card product page. Enter the recipient’s email, add a personal message, select the gift card amount, and choose when you want it delivered. The gift card will be sent automatically to the recipient on the date you schedule.
Do Gift Cards have an expiration date?
Yes, our gift cards are valid for a year from the date they are issued.
What happens to remaining balance in my gift card ?
The remaining balance will stay on your gift card, linked to the email you used when purchasing it. You can redeem the leftover amount anytime before the card expires—usually within a year. This lets you use your balance flexibly over time until it’s fully spent or reaches its expiration.
Returns & Replacement
Can I cancel my order?
Orders placed before 2:00 PM (NPT) may be edited or cancelled, provided they have not yet been shipped. Please contact us immediately with your order number if you wish to request a cancellation.
Once you receive a fulfillment or shipping notification, cancellations are not possible.
What if I receive a damaged or incorrect book?
All books are thoroughly inspected before shipping. In rare cases, damage may occur during courier handling.
If you receive a damaged or incorrect book, please email contact@biblionepal.com with:
- Your order number
- The date and time you received the parcel
- Clear photos and a video of the issue
- Images of the outer packaging
For incorrect books sent by us, we will arrange a replacement immediately after verification. However, the courier pickup and delivery process may take a few days.
Please safely keep the book and packaging, as the courier will collect the item from your location.
Do you offer refunds or replacements?
Due to the nature of the items we sell, refunds are not available.
Approved cases are eligible for replacement only, subject to verification. Once approved, we will send a replacement copy of the same title. The complete pickup and replacement process may take up to one week, depending on courier coordination.
For urgent concerns, you may directly call our store for assistance.
In-Stock Reminder
What is the “Notify Me When Available” option?
If a book is currently out of stock, you can click the “Notify Me When Available” button on the product page. This allows you to receive a notification as soon as the book is restocked.
How do I subscribe to an in-stock reminder?
The “Notify Me When Available” button will automatically appear on products or variants that are out of stock. Simply click the button to subscribe.
If the product has multiple variants (for example, Paperback or Hardcover), make sure you select the exact out-of-stock variant you want to be notified about, as other variants may also be unavailable.
When will I receive the notification?
Once the selected variant is restocked, you will automatically receive an email notification. Please note that this is only a reminder service — you will need to place the order manually after receiving the notification.
Say No to Piracy
Why is book piracy harmful?
Pirated books may seem cheaper and convenient at first, but they cause serious harm to the entire reading ecosystem.
When a pirated book is purchased, authors do not receive royalties, publishers lose revenue, and bookstores struggle to survive. This directly affects the creation of future books. Writers depend on book sales to continue their work, and publishers rely on legitimate sales to invest in new titles.
Pirated copies are also often printed on low-quality paper, poorly bound, and may contain printing errors or missing pages. While the lower price may feel beneficial in the short term, the long-term impact is damaging.
Piracy weakens the publishing industry, reduces opportunities for new authors, limits book diversity, and discourages quality publishing standards.
It may seem beneficial for an individual buyer because of the lower price, but in the end, it harms authors, publishers, bookstores, and readers alike.
At BIBLIONEPAL, we proudly support genuine books and encourage readers to choose original editions — supporting creativity, fairness, and the future of literature.
Learn more about our initiative here
Our Movement: Against Piracy
Our Against Piracy movement is a commitment to protect the value of books, the rights of authors, and the integrity of publishing.
Book piracy may appear harmless or economical at first glance. However, every pirated copy directly affects the people who create and sustain the literary world. Authors lose rightful royalties. Publishers lose the ability to invest in new voices. Bookstores struggle to survive. In the long run, readers lose access to quality, diversity, and innovation in publishing.
Why We Take a Stand
- To protect authors — Writing is a profession. Authors deserve fair compensation for their work.
- To support publishers — Ethical publishing ensures editing, design, translation, and quality production standards.
- To sustain bookstores — Independent bookstores rely on legitimate sales to continue serving readers.
- To preserve reading culture — Piracy weakens the entire ecosystem that makes books accessible.
While pirated books may seem beneficial due to lower prices, the long-term consequences hurt everyone — including readers. Reduced revenue means fewer new books, fewer translations, and fewer opportunities for emerging writers.
Learn more about our initiative here
What We Believe
We believe that choosing original books is not just a purchase decision — it is a vote for creativity, fairness, and sustainability.
Since 1999, BIBLIONEPAL has proudly sold only genuine editions sourced from trusted publishers and authorized distributors. Our movement encourages readers to:
- Choose authentic books
- Raise awareness about piracy
- Support ethical publishing
- Share the message within their community
When readers choose original copies, they directly support the future of literature.
Learn more about our initiative here