Frequently asked questions
Please check this FAQ first before contacting us.
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My Account
1. How do I create a Shoppolio account?
You can sign up with your email and a password, or with your phone number and a one-time SMS code (OTP), whichever you prefer. You can also check out as a guest without creating an account at all.
2. Why did I not receive my OTP code?
SMS delivery can occasionally be delayed by network congestion. Wait a minute and request a new code; after several failed attempts, OTP requests are temporarily rate-limited for account security.
3. What are Wallet and Loyalty Points?
Your Wallet holds store credit from refunds or manual adjustments and can be used toward any order. Loyalty Points build up as you spend and can be redeemed for a discount at checkout; both are visible under My Account.
Ordering and Payment
1. What payment methods do you accept?
Cash on Delivery (COD), mobile financial services (bKash, Nagad, Rocket, SureCash, Upay, Mcash) and card payments (Visa, MasterCard, American Express) via our secure payment partner.
2. Can I cancel an order after placing it?
Yes, while your order is still Pending or Confirmed and has not shipped yet, you can request cancellation from your order history.
3. Can I use more than one coupon?
No, only one coupon code can be applied per order. Enter it at checkout before completing payment.
Shipping and Delivery
1. Do you deliver outside Dhaka?
Yes, we deliver nationwide. Delivery charges and timelines differ for inside vs. outside Dhaka; the exact fee is shown at checkout once you enter your address.
2. How can I track my order?
Use the Track Your Order page with your order number and phone number, or check the order status from My Account.
3. What if I miss the delivery?
Our courier partner will attempt redelivery or contact you to reschedule. Repeated missed Cash on Delivery attempts may affect your COD eligibility on future orders.
Returns and Refunds
1. What is your return window?
Eligible categories can be returned within a set window after delivery (typically a few days). See our Return Policy for details.
2. How do I get my refund?
Refunds go back to your original payment method when possible, or as Wallet credit or manual bKash/bank transfer for Cash-on-Delivery orders.
3. Can I exchange an item instead of returning it?
Yes, within the same return window you can request a different variant (for example size or color) instead of a refund, subject to stock availability.