Frequently asked questions
Please check this FAQ first before contacting us.
FAQs
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My Account
How do I sign in or create an account?
Enter your mobile number (11 digits, like 01712345678) and we send you a one-time code by SMS. Type the code and you are in. There is no password to remember, and a new number automatically gets a new account.
I did not receive my sign-in code. What should I do?
Check that the number is your 11-digit Bangladeshi mobile number, wait a minute and try again. If the code still does not arrive, please contact us from the Contact page and we will help you.
Where can I see my orders?
Sign in and open My Account, then the Orders tab. You can open any order to see its items, status, delivery details and tracking information.
What is the wallet in My Account?
Your wallet holds store credit, for example a refund added to your account. On the checkout page, tick "Use my wallet balance" to pay for all or part of your order with it. Your wallet history is under My Account, Wallet & Points.
How can I contact customer support?
Use the Contact page, or sign in and create a support ticket from My Account. Our team replies on the ticket and you can follow the conversation there.
Ordering and Payment
Do I need an account to place an order?
No. You can check out as a guest with your name, phone number and delivery address. Signing in is useful because it keeps your orders, wishlist and wallet in one place.
How do I place an order?
Add products to your cart, open the cart and press Checkout. Enter your name, phone number and address, choose your delivery area and payment method, then press Place order. The exact total, including delivery, is shown before you confirm.
Why does my order show as Pending?
Every new order starts as Pending. Our team reviews it and confirms it, and the status then moves on as your order is prepared, shipped and delivered. You can follow each change in My Account or on the Track Your Order page.
Which payment methods can I use?
You will see the available payment methods on the checkout page. Cash on Delivery is available for most products. A few products may be marked "Online payment only" on their product page.
How does Cash on Delivery work?
You pay the delivery person in cash when your parcel arrives. Please keep the amount ready and be available at the delivery address. If several Cash on Delivery parcels are refused or not collected, Cash on Delivery may be switched off for that account.
How do I use a discount code or a gift card?
On the checkout page, type your code in the Discount code box and press Apply. A gift card code goes in the Gift card box; it pays for as much of your order as its balance covers, and anything left stays on the card for your next order.
Do I need a code to get the offers I see on the website?
No. Offers such as free delivery, buy-and-get-free and spend-and-save are applied automatically when your cart qualifies. Your cart and checkout summary show which offer was applied.
Can I cancel my order?
Yes, while it is still Pending or Confirmed. Sign in, open the order in My Account and choose Cancel. If you paid with your wallet, a gift card or points, they are returned to you. After the order has been processed or shipped, please contact us instead.
Shipping and Delivery
How much does delivery cost?
The delivery charge depends on your delivery area. Pick your area on the checkout page and the charge appears in your order summary before you place the order. Some offers include free delivery.
Which areas do you deliver to?
The delivery area list on the checkout page shows every area we deliver to. We may call you to confirm your exact address before dispatch, so please give a phone number you answer.
How can I track my order?
Signed-in customers can open My Account, then Orders. You can also use the Track Your Order page without an account: enter your mobile number (and your order number, if you have it) and the one-time code we send you to see your order status.
Returns and Refunds
Can I return or exchange a product?
Yes. Once your order is delivered you can ask for a return or an exchange within the return window shown on the product page (it can differ from product to product). Our team reviews every request.
How do I request a return or an exchange?
Sign in, open the delivered order in My Account and choose the return option. Pick the item, tell us whether you want a return or an exchange and give the reason. We will update you on the request from there.
How will I get my refund?
When your return is approved and the item is received, our team refunds the amount and tells you the refund method. A refund added to your wallet can be used on your next order straight away.