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Frequently Asked Questions

Here are answers to most common questions. Can't find an answer? Call us!

  • Do I have to create an account to order from NetraKart.com?

    Yes, you've got to sign up to purchase your optical wear. Making your account lets you save your prescription information and other requirements that can make shopping on Netrakart.com faster and more helpful in the future. You will also be notified of new offers with priority.

  • Why do I need to share my mobile number?

    So that our opticians can contact you directly if there is any fault in the prescription you have uploaded and can quickly solve the issue as per your convenience.

  • Where is my order receipt?

    After you confirm your order, you will receive a copy of your order receipt at your account email address.

    If you have any confusion, you can contact us at +977-98******** and we will send a copy of the receipt to your email address.

  • What if I need to change my order?

    You can simply contact our customer service before your order has moved into the processed stage. You can track your order stage at this link.

    Make sure to have the order number ready before contacting us. Contact our customer service at 98988888.

  • What kind of quality check will you perform for delivery?

    We will check each of your optical wears before being delivered at your home. We will go through all the quality control procedures that will be maintained at the highest of levels.

  • Will there be a tracking system for the orders made?

    Yes, there is a track order system. It will be easy for you to track your order in our App, where you will be notified about different stages of the order.

  • What is the delivery charge?

    We are glad to let you know that there is no delivery charge. However, certain delivery charges will be applied to deliveries outside Kathmandu Valley.

  • What Delivery time?

    The delivery will be done within 3 days if the order is within Kathmandu Valley or you can also pick up at the nearest retail. For orders outside Kathmandu,  it will take up to7 days.

  • Do you sell just frames, without lenses?

    Currently, we don’t.

  • How do I know what frame size I need?

    The size number is printed on the inside of your current eyeglass or sunglass frame. Click this link for more info about your frame size.

  • How do I know which frames will look best on me?

    We have made a detailed face shape guide that can help you decide what style of frames will work best with your facial features.

  • Is there a way to try out different frames and see which ones fit me the best?

    You definitely can. Check out our “Home try on” section below

  • Is there a virtual try out the feature on the website?

    Currently, we don’t but we are working on it.

  • Do you have children's frames?

    We sure do. Come check out our Kids' Eyeglasses.

  • Do you offer prescription sunglasses?

    Yes absolutely! We have over 500 different selections of men's and women's sunglasses styles with prescription lenses.

  • Why am I having trouble seeing clearly out of my progressive lenses?

    It usually takes a week or so to adjust the progressive lenses. It is especially true for first-timers. If you continue to feel uncomfortable or have vision-related issues, contact us for rechecking.

  • Can you replace the lenses I have in my current frame?

    Yes, you can. For this, you need to drop the frames at our nearest retail shop. We can also pick up from your place but certain charges will be applicable for pick-up service.

    We will let you know if the lens can be added to your frames.

  • What forms of payment do you accept?

    Netrakart.com has integrated E-sewa, Khalti, FonePay, Visa/MasterCard, POS Service for the payment. We accept cash on delivery as well.

    We also have a Paypal account for people residing outside Nepal who want to make orders for their friends and family living in Nepal

  • Is my personal and payment information secure?

    We use a secure server and transmit all sensitive/credit information via Secure Socket Layer (SSL) technology before that data is then encrypted into our payment gateway database. We do not store any of your private/payment information on our servers after your transaction has been completed.

  • Can we make an order even if we are outside Nepal?

    Yes, you can order and make payment through your PayPal account.

  • Do you ship internationally?

    Currently, we don’t provide such service.

  • What is your return/exchange policy?

    The return policy depends on the type of optical wear you have bought. Review our Easy Returns & Exchanges policy for complete details.

  • Do I have to pay the delivery cost again if I exchange an item?

    No, there will be no extra delivery charge for exchange.

  • How to clean your eyewear?

    1. Wash and dry your hands thoroughly. 
    2. Rinse your glasses under a gentle stream of lukewarm tap water. Avoid hot water, which can damage some eyeglass lens coatings.
    3. Apply a small drop of lotion-free dishwashing liquid to each lens. 
    4. Gently rub both sides of the lenses and all parts of the frame for a few seconds. 
    5. Rinse both sides of the lenses and the frame thoroughly. Failing to remove all traces of soap will cause the lenses to be smeared when you dry them.

     

    1. Gently shake the glasses to eliminate most of the water from the lenses. Inspect the lenses carefully to make sure they are clean.

     

    1. Carefully dry the lenses and frame with a clean, lint-free towel. 
    2. Inspect the lenses again. If any streaks or smudges remain, remove them with a clean microfiber cloth — these lint-free cloths are available at most optical shops or photography stores.

  • How to care for your eyewear?

    Don’t leave your glasses in a hot vehicle. The heat can damage frames and lenses.

    Don’t touch the lenses with your hands as it will come in contact with dirt and oil particles that will scratch the lenses.

    When you aren't using your glasses, always keep it in its case to avoid scratches and damages.

  • How do I find a retail location near me?

    Currently, we have three retails in Kathmandu - Boudha, Lazimpat and Makalbaari, where we follow all the necessary safety protocols

    Here are some of our requirements when you visit our retail clinics:

    • Masks: Please bring and wear a mask during your entire time at our retails.
    • Online: Try to order online or opt for the home eye check-up before considering visiting the retailer near you.

  • Are prices different on the website from the retails?

    No, the price is the same. But you will get offers if you buy through Netrakart.com.

  • Whom should I contact if I have questions?

    If you have questions or concerns about your order or the products, please call one of our customer services: ………...

  • What are your business hours?

    You can place your order at any time of the day on Netrakart.com.

    But, our customer service will be available during these hours only:

    Sunday Day - Friday: 8 a.m.–7 p.m.

    Saturday: Closed

  • What is the Home Try-On program?

    We understand how difficult and confusing is to choose a frame that compliments and style unless you try it. In this program, you can choose at least five frames from our website, which includes a wide range of prescription glasses, optical wears, contact lenses, and sunglasses. We will deliver these five frames at your home, which you can keep for five days and choose one or more among the selected.

  • What frames are available for Home Try-On?

    There is a wide variety of such frames that is available on Netrakart.com. When you check the glasses, you will see “Add for Home try on” on those glasses. All frames are not available because some are limited edition and some are already selected by other customers.

  • I thought the Home Try-On program was free-why do you need a security deposit?

    Update later

  • Are the frames and delivery people properly sanitized and safe?

    We truly care about your and our team’s safety. All the required procedure and safety requirements are being fulfilled at our retail shop as well during our delivery process.

  • How do I send back my Home Try-On?

    You can either drop the frames at the nearest retail or contact us and we will pick it up.

  • What is Home eye checkup?

    We are the first eyewear e-commerce platform that provides eye check-up at home service. We have experienced and certified optometrist coming at your home to conduct eye check-up of you and your family. So that we can recommend appropriate optical wear from the range of stylish frames that complement your personality.

  • How much does your home eye check-up cost?

    Rs 400 for the first person of the family and other members of your family will be charged additional Rs 300 per person (Inside ring road)

    Rs 600 for the first person of the family and other members of your family will be charged additional Rs 400 per person (Outside ring road)

  • How do I make the appointment for the home checkup?

    Update Later

  • How long does a home check- up last?

    A home check-up test will take up to 30 minutes per person.

  • Who will come for the eye checkup?

    Two people will come for your home eye check. One will be the experienced and qualified optician and others will be the fitter who will show you the wide range of frames to you.

  • Will I be able to buy eyewear from the home eye checkup team?

    Yes, you will be able to buy from them as well.

  • How often should you get an eye exam?

    Even if you don’t have any medical vision issues, you should do a comprehensive eye exam every one to two years.

    We recommend that the children should have their first eye exam when they are around six months old, and then another just before they start school. This ensures that they can see clearly in class; poor vision can seriously impact a child’s confidence and learning 

  • What is "First Frame Free"?

    1) How many frames will I get for free?

    1 sign up will get 1st frame free.

     

    2) Can I choose any frame for free?

     

    You can choose only from our "First Free Frame" page.

     

    3) How am I eligible for the first frame free?

    There are few conditions

    i. You have to sign up on our website/App.

    ii. You have to pay for the lenses.

    iii. 1 signed up account can only have 1 frame for free. 

     

    4) Can I apply my Discount vouchers for lenses?

    Currently, you can't apply for discount vouchers on your lenses while getting your 1st free frame.

     

    "First frame free" over can be redeemed only through the website.

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