Frequently Asked Questions

We cut only after you order.

Nothing sits portioned on a shelf waiting for a buyer. Whole chicken comes in fresh each morning, and the cut is made when your order comes in, not before. The same goes for our mutton and our seafood.

It takes us a little longer. That is the whole point.

We have been feeding Mumbai since 2005, first as Pescafresh and now as Fresh By Brham. In that time, we have learned that most people would still rather speak to a person than tap through an app, so our customer support team is operated by dedicated representatives. Call us and someone who knows what came in fresh this morning will pick up.

No antibiotics are used in our chicken, mutton or egg supply and no growth hormones are given to the animals.

We do not allow antibiotics or growth hormones anywhere in our chicken, mutton or egg supply and enforce strict testing protocols with our certified suppliers. It is a mandatory condition of our purchasing, not merely a preference, and it also applies to our Ready to Cook and Ready to Eat ranges.

Your raw chicken, mutton and seafood are delivered fresh, never frozen.

Everything is cut and packed after you place your order, then held between 0 and 4 degrees Celsius all the way to your door in temperature-controlled cold-chain packaging. Chilled, not frozen. We monitor and record the cold chain at every stage from our facility to your door.

The one exception is our Ready to Eat deli range, which arrives frozen. That is deliberate. Freezing is what keeps a cooked deli product at its optimum safety and quality standards until you open it.

No. You pay the exact price you were shown at the time of placing your order,inclusive of all applicable taxes.

Fresh food cannot be cut to an exact round number. A piece of fish or a cut of mutton will never land precisely on the weight you selected, so a pack will often come in a little over. We never give you less than the minimum net weight you ordered.

If a pack comes in over, that is on us. You are not charged for any excess weight difference, then or later.

The actual weight is clearly printed on the pack label in compliance with Legal Metrology regulations and shown on your tax invoice.

Delivery charges, where they apply, are shown at checkout before you pay and are added to the price of the food.

No. You pay for the cleaned, usable net weight in your pack.

When you order boneless mutton, prawns cleaned and deveined, or a fish fillet, the cleaning, descaling and trimming happen before we weigh and bill you. What comes off in that process is our cost, not yours.

The weight indicated on your pack is the net weight of the ready to cook food product.

We deliver across Mumbai, Mumbai (BMC area) only. Enter your pin code on our website or mobile application to check delivery availability in your area.

You choose an available delivery slot when you place your order. Standard slots are 8:00 AM to 11:00 AM, 11:00 AM to 2:00 PM, 2:00 PM to 5:00 PM, and 5:00 PM to 8:00 PM. Each slot has an applicable cut-off time displayed at checkout.

Express delivery is available across select service zones from 7:30 AM to 7:30 PM. Estimated delivery time and applicable express delivery fees are calculated based on delivery distance and are fully disclosed prior to payment confirmation.

Delivery is free in central Mumbai on qualifying orders. In other service areas, a nominal delivery charge applies below a minimum order value. All applicable charges are transparently itemized at checkout before payment.

If your delivery pin code is currently outside our standard service network, please contact our customer support team at 022 6666 9999 between 7:30 AM and 7:30 PM. We will endeavor to arrange specialized delivery where feasible.

We accept all major payment methods including UPI, credit/debit cards, net banking, and verified digital wallets. All available payment options are displayed at checkout.

Payments are processed through RBI-authorized payment aggregators using industry-standard 256-bit SSL encryption and PCI-DSS compliant infrastructure. We do not store your complete card credentials or CVV on our servers. We never store your card details.

If a payment transaction fails or is interrupted, your order is not confirmed. Any amount debited from your account in such cases will be automatically reversed to your original payment source within the standard banking turnaround time (typically 3 to 5 business days as per RBI guidelines). For assistance, please contact our support desk on 022 6666 9999.

Tell us the same day and we will replace it.

This policy covers instances where food is spoiled or not fresh, the wrong item or cut delivered, something missing from your order, damaged or leaking packaging, a pack that weighs less than the weight you ordered, or an order that arrived so late the food was affected.

Please send a photograph if you can. It helps us fix it faster, and it helps us find out where it went wrong.

We will replace the item on your next delivery slot, or sooner if we can. If the same item is not available, we will replace it with something of the same value. We are not able to process refunds.

None of this affects your rights under the Consumer Protection Act, 2019.

Please call us and our team will help. It cannot be done on the website or the app.

Call 022 6666 9999 between 7:30 AM and 7:30 PM. Our team will make the change for you on the call, and will tell you if any charge applies.

Once an order has gone into production it cannot be cancelled. We cut only after you order, so those cuts are made specifically for you and cannot go back into stock.

If we cancel your order, or the cancellation is our fault, you are charged nothing.

Please follow the specific storage instructions and 'Use By' / 'Best Before' dates printed on the product packaging.

Ready to Eat items arrive frozen and should go straight into your freezer.

Keep everything sealed in its original packaging until you use it. Fresh food is perishable, and how it is stored after delivery makes a difference very quickly.

If you have a food allergy, please read the allergen information on the product page and on the pack before you eat.

Our chicken and mutton are 100% halal certified, and this standard applies equally to all Ready to Cook and Ready to Eat items prepared from chicken and mutton.

No. Fresh By Brham strictly does not sell, handle, or process any pork, beef, or related by-products.

We sell chicken, mutton, seafood and eggs, along with our Ready to Cook and Ready to Eat ranges made from them.

Top up once, and every order after that costs you less.

You choose a plan and top up. The plan you choose sets your discount, and that discount comes off every order you place. We show it on your bill, so you can always see it working. Orders are deducted from your balance, so there is no card to enter each time.

Every plan also gives you an extra discount on your first order, on top of the plan discount. If that first order comes to less than the welcome discount, only the value of that order is taken off.

The bigger the top-up, the bigger the discount. Plans start at 5,000 rupees and run for one to three years.

Your discount stops. Your money does not.

Your discount stops when your balance reaches zero, and when the plan period ends. After that you go back to our normal prices.

The money you topped up stays exactly where it is. Whatever is left of it is still yours to spend on food from us, for as long as you like. It does not expire.

You are welcome to start a new plan at any time by topping up again. The new discount then applies to your whole balance, including anything left over from before.

Your balance cannot be withdrawn as cash or moved to another account. If you are ever unable to use your balance, please call us and we will do our best to help.