General FAQs

Q. What is SHOPe?

A. SHOPe, an eCommerce venture located in Dhaka, Bangladesh, established in 2019, offering baby and parenting products. Our aim is to become most trusted one-stop shopping platform and to become most sought after brand over large brands in terms of products and services quality.

Q. What are your working days?

A. 7 days in a week.

Q. What are your business hours?

A. 10 AM to 8 PM (GMT+6 Hours).

FAQs Regarding Delivery

Q. What are your delivery hours?

A. 9 AM to 10 PM.

Q. How do you deliver?

A. We use our own fleet and reliable third party professional logistic partners.

Q. Can I order with different billing and delivery address?

A. No.

Q. Can I request to deliver products of a single order to different addresses?

A. No dear, we consider one shipping address against single order. If you would like to ship to different addresses you could place separate orders and pay for them separately.

Q. Does SHOPe deliver product internationally?

A. SHOPe does not deliver products internationally. You can make your purchase with BDT on SHOPe from anywhere in the world, but delivery address have to be within Bangladesh.

Q. Can I select a specific hour to receive delivery?

A. Yes, but this is not an offered service. We will try (can’t commit/ guarantee) to deliver order as per your schedule. If you have any particular date and time range regarding your order’s delivery time, please email us at admin@shope.com.bd or call us at 01714 070709 during our business hours before confirming the order to set a personalized delivery schedule. Applicable fee will be charged (if any).

Q. How can I know that SHOPe delivers product in my locality or not?

A. SHOPe delivers product all over Bangladesh through own and third party courier service providers (Sundarban/ SA Paribahan/ or any other reputed courier service).

Q. My product(s) was/ were damaged during delivery. What should I do?

A: We encourage the customers to check their products in front of the delivery representative at the time of delivery to avoid all sorts of confusion. If the product is damaged, please return the product to him/her. Any complain regarding product damage will not be considered after departure of delivery representative.

You can return and claim replacement/ refund, call / SMS at 01714070709. We will scrutinize your request and get back to you within the next 48 hours.

SHOPe will deliver new product (replacement) to you. If the product is unavailable to us you may purchase other product (exchange) from us or take 100% refund through any suitable means within 3 working days. In case of online/ card payment, refund time may be prolonged due to banking formalities. 

Q. My product(s) was/ were lost during delivery. What should I do?

A: Please call / SMS at 01714070709, SHOPe will deliver new product (replacement) to you. If the product is unavailable to us you may purchase other product (exchange) from us or take 100% refund through any suitable means if the bill amount is being paid.

Q. How can I change delivery address and time?

A. You can change you delivery address as well as your profile from our website, if you are registered. Otherwise, you can call or text to 01714 070709, we will update change(s) as soon as possible. You will be notified after your required changes were conducted.

Q. Is there any option to request SHOPe to hold the product for a particular time?

A: According to our policy, we can’t keep any product for more than 7 days. However, if you would like to place this request, please call at 01714 070709 or send an email at admin@shope.com.bd. Note that, we will not be liable for damage or loss, if the product is kept for over 7 days. We can cancel the order after mentioned time. This is applicable for per-paid order only.

Q. How can I make complain regarding my delivery i.e. delay, misbehave etc.? 

A. Please call at 01714 070709 or mail your name, mobile number, order ID (if any) and complain details to admin@shope.com.bd. We will look into the matter with TOP PRIORITY and get back to you within the next 48 hours. Corrective measures will be taken after completion of process.

Q. I have other query regarding delivery. What should I do?

A. You can call us at: 01714 070709 or mail us at admin@shope.com.bd. We will get back to you ASAP – as soon as possible but not later than 48 hours.

Q. How much do deliveries cost?

A. Dhaka City: 70/- and Out of Dhaka City: 120/-

Q. How long do the deliveries take?

A. Dhaka City: 3 days and Out of Dhaka City: 4 days

Q. What happens during a hartal?

A. We work during hartals. Delivery time may vary due to hartals.

Q. Should I tip the delivery representative?

A. Tips are not required.

Q. How can I gift my beloved ones by using your service?

A. You can gift your beloved ones easily from SHOPe by giving his or her proper contacts and delivery address in additional address field of checkout page. Otherwise, you can call to our customer care 01714 070709 or mail us at admin@shope.com.bd. This option is applicable for cash on delivery in Dhaka City and applicable charge besides delivery charge is 50/-

Q. From where I can know the total delivery charge against my order?

A. You can see the total shipping charge for the in the checkout page and invoice.

Q. How quickly can I get my order?

A. We do our best to deliver your orders in time. Delivery time frame, Dhaka City: 3 days & Out of Dhaka City: 4 days It may vary on product, weight, area etc.

Q. Who will ensure proper packing of my valuable product?

A. SHOPe shall ensure that the packaging of the product is safe, proper and adequate for normal transportation and other environmental hazards.

Q. How can I know weather the product(s) is dispatched or not?

A. Our delivery representative/ Customer Service Executive will notify you before delivery. Otherwise, you can call at 01714 070709 to know the same.

Q. How can I track my order location or status?

A. You can know your order status through “Track Order” from our website. You have to create account with mail ID in SHOPe website. Otherwise you can track your order by calling us at 01714 070709.

Q. I became unable to receive the delivery, what should I do?

A. If you anticipate that you will not be available to receive your order, you may designate someone else to receive the delivery on your behalf. You may change the instruction by calling us at 01714 070709 or mailing us at admin@shope.com.bd   

Q. How do I know when my order is here?

A. Our delivery representative will call you after or before reaching your provided address.

FAQs regarding payment

Q. Where and how to select payment option?

A. You can choose you convenient payment option in the checkout page. Just click on your preferred payment option.

  • If you choose Cash on Delivery (CoD), our delivery representative will collect total bill (product price and delivery charge) during product delivery.
  • If you choose bKash/ Internet Banking/ Card, you have to follow some steps.

Q. How to pay for a purchase from SHOPe?

A. SHOPE offers flexible, diversified & secured payment options for you. You can pay through

  • Cash on Delivery (CoD): pay the bill in cash after receiving product.
  • bKash: (Personal- 01714 070709)
  • Mobile Banking: bKash, Rocket, M Cash, AB Wallet, T Cash
  • Net Banking: Bank Asia, AB Bank, MTB- Mutual Trust Bank, IBBL- Islami Bank Bangladesh Limited.
  • Cards: VISA, MasterCard, AMEX – American Express, DBBL- Nexus/ Visa/ MasterCard

Q. I am facing problem during payment through card, what should I do?

A. If your credit/ debit card is rejected by our online payment processing systems, please review whether your provided information in payment page are correct or not. Make required correction (if any) and try again. You can try again with a different credit/ debit card. If the problem continues, please contact with your credit/debit card provider.

Q. I have forgotten card or virtual wallet’s password. What should I do and how can I purchase?

A. Please contact your card and wallet issuer directly. After getting new password, you can purchase from us. Please note that, SHOPe will not ask for your password at any condition. You can choose other available payment option to complete your purchase.

Q. Is it safe to use my credit/debit card on SHOPe?

A. Your online transaction on SHOPe is secure. Credit/ debit card payments are processed and verified by country’s most trusted and secured payment gateway SSLCOMMERZ.

Q. Is SHOPe preserve information of my card or virtual wallet?

A. No. When you conduct transaction, your information is delivered directly to the card or virtual wallet service provider’s server via payment gateway. So, card or virtual wallet service provider and SSLCOMMERZ deal with your card and wallet information.

Q. What credit/debit cards are accepted on SHOPe?

A. SHOPE accepts VISA, MasterCard, AMEX- American Express, DBBL- Nexus/ Visa/ MasterCard cards.

Q. What other payment options (except card) are available on SHOPe?

A. Apart from cards, we accept payments by Cash on Delivery (CoD), Mobile Banking of bKash, Rocket, M Cash, AB Wallet, T Cash and Internet Banking of Bank Asia, AB Bank, MTB- Mutual Trust Bank, IBBL- Islami Bank Bangladesh Limited.

Q. Are there any hidden charges?

A. There are no hidden charges when you make a purchase on SHOPe. The prices of products and delivery charge will be displayed in checkout page and in invoice.

Q. What is Cash on Delivery?

A. Cash on Delivery (CoD) is one of the payment options. In this payment option you can pay cash in hand to SHOPe representative during product delivery at your doorstep, without requiring any advance payment online. Please try to pay the exact amount, because our delivery representative doesn’t carry petty cash and may become unable to give exchange.

Q. How to pay using a credit/debit card?

A. We accept payments in local currency (BDT) through Visa, MasterCard, AMEX- American Express, DBBL- Nexus/ Visa/ MasterCard. You will get payment option in checkout page. To pay though card, you will need card number, expiry date, three-digit CVV- Card Verification Value number (on the backside of the card).

Q. Can I use my bank’s Internet Banking feature to make a payment?

A. Yes. SHOPe offers you the convenience of using bank’s Internet Banking service to make a payment against your order. With this payment method you can directly transfer funds from your bank account to SHOPe, while conducting a highly secure transaction. We accept payment through Internet Banking of Bank Asia, AB Bank, MTB- Mutual Trust Bank, IBBL- Islami Bank Bangladesh Limited.

Q. Can I make a credit/debit card or Internet Banking payment on SHOPe through my mobile?

A. Yes, you can make card and internet banking payment in SHOPe by using your mobile.

Q. How do I place an order with Cash on Delivery (CoD) option?

A. You can place Cash on Delivery (CoD) order by selecting Cash on Delivery as payment method in the checkout page of SHOPe’s website.

FAQs regarding Return & Refund

Q. Can I return my order?

A. Yes. You can return your product easily, which is FREE. You have to return within 7 days.

Q. What is valid period for return?

A. 7 days from delivery.

Q. Options against my return?

A. You can Replace, Exchange or take 100% refund against your return.

Q. What are the valid reasons/ eligibility of return?

A. Your product would qualify as a valid return, if

  • The product is damaged or broken
  • Differ from product specifications
  • The product is defective or not satisfactory

Customer should submit order ID to return.

Q. Can I return the product if I changed my mind or without any reason? 

A. Sorry dear you can’t. But you can cancel your order without any reason within one hour after order confirmation through calling at 01714070709.

Q. If the product is lost before delivery, what should I do?

A. Please notify us at 01714 070709 and admin@shope.com.bd you will get a free replacement/ free exchange/ 100% refund.

Q. How can I return product?

A. You can return product to our representative for FREE during delivery time. You can make a return request through calling at 01714 070709, we will deliver new product within three days (starts from return) against your valid return. We will collect return product from you at the time of replaced or exchanged product delivery. In case of refund, we will pay refund in cash during pick-up of returned product or proceed through respective online platform i.e. bKash, SHOPe will refund within 3 working days after return. In case of payment through banking channel i.e. card, internet banking etc. refund time may be prolonged due to banking formalities.

Q. My product is not the same or specifications are different as I ordered. What should I do?

A. If the product is not the same as you ordered, you can return the product to delivery representative. You may make a return / refund request through our website or call / SMS at 01714070709 or request a call through our website. We will scrutinize your request and get back to you within the 48 hours after return request. We will deliver new product (replacement) to you within three days after confirming your return. If the product is unavailable to us you may purchase other product (exchange) from us or take 100% refund. In case of refund, SHOPe will refund within 3 working days after return. In case of payment through banking channel i.e. card, internet banking etc. refund time may be prolonged due to banking formalities.

Q. How to request for a return after departure of SHOPe representative?

A. Option 1: Communicating with us through Facebook page/ Messenger.

     Option 2: By calling SHOPe Customer Service at +8801714 070709

     Option 3: Through mailing us at admin@shope.com.bd

Q. How can I get a replacement against my return?

A. If you want to replace the product against valid return, you will receive FREE REPLACEMENT product (same as ordered product) within three days after return confirmation. Replacement is subject to availability of same product. If the product is unavailable, you can exchange with any other product offered by SHOPe. Replaced product will be delivered to you at the time of return product pick-up. If the exchanged product’s price is higher, the additional amount will be collected before (through mobile banking, cards, internet banking) or during delivery (cash). If the exchanged product’s price is lower then returned product’s price, remaining amount will be refunded in cash during delivery. In case of payment through mobile banking SHOPe will refund within three working days. In case of payment through banking channel i.e. card, internet banking etc. refund time may be prolonged due to banking formalities.

Q. How can I get exchange against my return?

A. If you want FREE EXCHANGE against your return, you can choose any other product from SHOPe. We will deliver exchanged product within three days after return confirmation.

If new product’s price is higher than returned product, you can pay additional amount in cash to our delivery representative at the time of exchanged product delivery or you can pay during return request through acceptable payment options. If the exchanged product’s price is higher, the additional amount will be collected before (through mobile banking, cards, internet banking) or during delivery (cash). If the exchanged product’s price is lower then returned product’s price, remaining amount will be refunded in cash during delivery. In case of payment through mobile banking SHOPe will refund within three working days. In case of payment through banking channel i.e. card, internet banking etc. refund time may be prolonged due to banking formalities.

Q. How can I get refund against my return?

A. If you want 100% REFUND against your return, we will give 100% money back in cash at the time of product pick-up. Refund will be executed within three working days through respective mobile platform i.e. bKash etc. In case of payment through banking channel i.e. card, internet banking etc. refund time may be prolonged due to banking formalities.

Q. When I can claim for refund against my return?

A. If customer paid in advance for his/her order and when SHOPe is unable to serve with any product as replacement/ exchange or customer want refund against a valid return.

Q. Can I get refund via cash?

A. Yes, if the payment mode was Cash on Delivery.

Q. I have other query regarding return/ replacement/ exchange or refund?

A. Contact SHOPe Customer Care team by calling 01714 070709 or email us at admin@shope.com.bd.

Q. Once your returned product is received by SHOPe, what are the checks being done?

A. Once your returned product is received, your product will be checked by our Quality Control team. We will test whether the product(s) meets any reason for return and the returned product(s) contains original tag(s), packing, user manual, warranty cards, freebies, and accessories. We also check whether the product is been used, burnt, broken, tampered and have any flaws. SHOPe’s decision will be final, In case of any disagreement and ambiguity. 

Q. How can I know, if my returned product is not valid for return?

A. If your return is invalid, then we will communicate you to explain the issue over phone or mail and send the item back to you. We will arrange the delivery of the product.

Q. Can I return a product if I am not satisfied?

A. Yes. You can return the product (except products, those are marked as ineligible for return).

Q. What if I want to return or exchange the product after expiry of return period/ seven days?

A. Return option will be expired after seven days from delivery. In the event of failing to return, we do not accept return, replacement, exchange or refund.

Q. If I haven’t received delivery, replacement, exchange and refund within committed time?

A. Make a complain through SMS/ call at 01714070709 or mail at admin@shope.com.bd

Q. Do I have to return the freebie (free item) when I return a product?

A. Yes. You have to return the freebie and other given accessories when you return the product.

Q. Why SHOPe is taking return?

A. SHOPe welcome return because each return indicates scope of further development. Next time we will work on this, what will ensure one of our prime mission “Finest Customer Experience”.

FAQs Regarding Privacy

Q. What is SHOPe’s privacy policy?

A. SHOPe’s privacy policy applies to personal information we collect from our customers and job applicants through our website (shope.com.bd), facebook page (fb.me/shopyourhope) etc. The policy outlines how we use, disclose and manage this information; and your choices regarding usage of this information.

Q. What types of information SHOPe collects?

A. SHOPe collects three types of information: Personally Identifiable Information, Non-Personally Identifiable Information and Delivery & Payment Information.

Personally Identifiable Information: Personally Identifiable Information is information that identifies a specific End User. If you elect to engage in an Identification Activity, however, we may ask you to provide us with certain personal information about yourself, such as your name, your photograph, mailing address, email address, telephone/ mobile number, date of birth and name of your kid (optional).

Non-Personally Identifiable Information: Non-Personally Identifiable Information is information that does not identify a specific End User. This type of information may include things like the Uniform Resource Locator (URL) of the website you visited before coming to our website, the URL of the website you visit after leaving our website, the type of browser you are using and your Internet Protocol (IP) address.

Delivery & Payment Information: When you order products and want home/ office delivery, you should provide respective address. If you select separate delivery destination other than your addresses, we may ask you to provide delivery receiver name, mobile number and detail address or related information. This may happen when someone wants to send a gift to others.

When you order products and select online payment, we may ask you to provide us with your card number, expiration date and authentication codes or related information. Your payment information is verified by SSLCOMMERZ, it uses industry standard Secure Sockets Layer (SSL) technology which is used worldwide for securing data encryption. It is also PCI DSS v3.2 compliant which is the highest grade of recognition of Data Security compliance in the Payment Card Industry. It uses encryption and an end-to-end data authentication system to assure clients of security. SHOPe will not ask for your password at any condition.

Depending on the activity, some of the information we ask you to provide is identified as mandatory and some is identified as voluntary. If you do not provide the mandatory information for a particular activity that requires it, you will not be permitted to complete that action.

Q. Why SHOPe collects information/ Use of collected information?

A. We use Personally Identifiable Information to provide product(s) to you i.e. to execute your order. Further, we may use your phone number and email address to respond to your inquiries, questions, and/or other requests. In addition to this, your personally identifiable information may be used to resolve disputes, accomplish administrative tasks, troubleshoot, contact you, provide customer service, apply agreements with you, comply with applicable law and cooperate with law enforcement activities. We may also use your personally Identifiable Information to run a promotion, contest, survey, sweepstakes, post on or other site and to send information you have agreed to receive or we think you will be interested to know.

We use Non-Personally Identifiable Information to govern the website, analyze trends and gather demographic information. We may also use this information to enhance the operation of the Website, improve our marketing and promotional efforts, analyze website use, improve our product offerings, to personalize your experience and to understand how our users as a group use the services and resources provided on our site and to provide you a better experience.

We use payment and delivery information to execute and deliver your ordered product(s).

Q. When and How SHOPe collects information?

A. When you engage in certain activities on the website such as creating an account, purchase, order, return or exchange products or services from us, register himself / herself as a member or for a reward program, Track your order through website of SHOPe or 3rd party, sign up for newsletter, submitting content and/or posting content in discussion forums, participate in our digital or direct promotions or surveys, campaign or fair etc., communicate with us regarding comment, question, recommendation or grievance, posting a review, requesting information about our services, send or purchase a gift card, Join or interact with us through social media(s), other sites and social media platforms the visitor/ customer has interacted with and apply for a job at SHOPe through our website or other third party job portals etc.

Q. When and why SHOPe shares Information?

A. We will not sell, trade, rent or share your personally identifiable, delivery & payment information with others except members of our group and third parties who provide services on our behalf. We use service providers to process online payments, deliver our products and services, host our website, send emails, run our promotions, competition and surveys, to help us better understand your use of our website, and to improve our website and customer service. All of our service providers are required to maintain the confidentiality and security of your personal information and to use it only in compliance with applicable privacy laws and policies. These service providers are not authorized to use your information in any manner, other than in helping us to provide you with products and services or as otherwise required by the law.

We may also disclose personal information in the good faith belief that such disclosure is reasonably necessary and abide by the law. Please note that, Non Personally Identifiable Information, only general summaries of the activities of our users. Such data is collected by us or by other party on our behalf, and is owned and used by us.

Q. What are the taken measures to secure information?

A. Your privacy is important to us. We ensure practical administrative, technical and physical safeguards in an effort to protect against the loss, theft, unauthorized access, use, modification and disclosure of personal information in our custody and control. Our measures to safeguard personal information in our custody and control include, providing access to personal information only to employees and authorized service providers who require such information. We strongly recommend you to avoid any disclosure of your password to anyone. We will never ask for your password in any unsolicited communication.

We release information when we believe release is appropriate to comply with the law; enforce or apply our privacy policy, terms of use and other agreement. This includes exchanging information with other companies and organizations for fraud protection and risk reduction. However, no data transmission over the Internet can be guaranteed to be completely secure. So we advise you not to share any sensitive information what may cause any damage to you and others. You hereby waive and release SHOPe from any claim of damages under contract or under tort.

If you choose a payment gateway to complete any transaction on website then your credit card data may be stored in compliance with industry standards. Your payment information is verified by SSLCOMMERZ , it uses industry standard Secure Sockets Layer (SSL) technology which is used worldwide for securing data encryption. It is also PCI DSS v3.2 compliant which is the highest grade of recognition of Data Security compliance in the Payment Card Industry. SSL is partnered with the world’s most trustworthy Net Authentication Agency VeriSign Inc.whose digital signatures are being used to implement industry standard security at the gateway. This Payment Gateway is structured in such a way so that it can facilitate from all existing and advanced technology in Bangladesh. It uses encryption and an end-to-end data authentication system to assure clients of security.

Q. Is SHOPe responsible for privacy policies of third party’s website(s)?

A. SHOPe is not responsible for any breach of security or for any actions of any third parties that receive your personal information. SHOPe is not liable for any damage caused to you as a result of providing your personal information to third party by you (including any third party websites, even if links to such third party websites are provided on the website). Please note that, third parties’ website have their own privacy policies and data collection, use and disclosure practices. If you link or browse to any such website, we recommend you to review the website’s privacy policy.

Q. When SHOPe changes its privacy policy?

A. SHOPe may periodically update this privacy policy for new, unanticipated uses not previously disclosed. Any changes made to the policy will be posted here. The revisions in Privacy Policy will be effective immediately upon being posted on the website and social media platform. Your continued use of the website after the effectiveness of such revisions will constitute your acknowledgment and acceptance to the terms of the revised privacy policy.

Q. What are my rights regarding access and update my information and profile?

A. If you wish to access or update your profile details that we have about you, or to correct factual errors in our records, please contact us. To protect your privacy, we will take necessary steps to verify your identity before granting access or making corrections. You can also easily access and update your account information (personally identifiable information, delivery & payment information) by logging with password on to your SHOPe account. You can terminate your account at any time, this action will delete your personally identifiable Information, payment and delivery information. We would request you to promptly update your personally information if it changes.

Q. Is OPT-OUT option is available to discontinue further usage of my personal information?

A. If you are no longer interested in receiving e-mail announcements and other marketing information from us, or you want us to remove any personal information that we have collected about you, please e-mail your request to customercare@shope.com.bd or call us at 01714 070709.

Q. What should I do, if I receive unsolicited mail from SHOPe?

A. We and our users do not tolerate spam. Make sure to set your communication preferences so we communicate to you as you prefer. To report this website related spam, please forward span email (if any) to customercare@shope.com.bd.

Q. How SHOPe attains visitors’ or customers’ consent?

A. By using the website and/ or by providing your information, you consent to the collection and use of the information you disclose on the website and social media in accordance with this privacy policy, including but not limited to your consent for sharing your information as per this privacy policy. If you disclose any personal information relating to other people to us, you represent that you have the authority to do so and to permit us to use the information in accordance with this privacy policy.

Q. What is/ are the other use of my information?

A. Your personal information may use for opinion and market research purpose. Your details will be anonymous and will only be used for statistical purposes.

Q. What should I do if I have other questions regarding privacy policy?

A. Please contact us at 01714 070709 regarding any questions.

Last modified: October 4, 2019

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