Support Center

My Account

How can I create an account on Feriwala?

For Website:

• Go to Ferriwala Website
• Click ‘Login/Register’ in the top right corner on of the website
• Enter you Name, Email address, password & click ‘CREATE AN ACCOUNT’

How can I change my email address?

For Website:

• Log in to your Ferriwala account.

• Click ‘My Account’

• Go to ‘Contact Information’

• Select ‘Change Email’

• Enter your new email address then enter your current password and select save to update.

How can I deactivate my Ferriwala account?

You will not be able to deactivate your account from your end. You have to mail us. Our concerned team will deactivate the account by the next 3 working days.

How can I create a seller account?

We always look forward to working with new Business Clients and coming up with innovative and different product lines for our valued customers.

You have to send us a complete/detailed Business Proposal, including the product and price list attached to [email protected], So, we may forward it to our concerned Business Development Team. After our team has gone through it, they will contact you and let you know the feedback.

Please do not forget to add your contact details including your mobile number.

How can I update my address?

Please login and go to my account to update your default address. If the order is placed then you have to communicate with us Call Center, Facebook Message or Whatsapp chat.

Is my account information safe?

All your information is 100% safe and secure on our website, also the payment processing is highly encrypted providing further protection to our information database.

If you have any concern regarding our protection system, please visit our Privacy Policy to learn more about information security at Feriwala.

My Order

How can I place an order?

To place an order you have to visit our website. Then search your desired product, select the color and click ‘Buy Now’.

Update your Name, Contact Number, Address and Select payment method. We have Cash on Delivery, bKash, Online Payment as payment method.

We highly recommend creating an account before placing the order.

How can I cancel my order?

You will not be able to cancel the order from your end. You have to share the order number and cancellation reason through our Call Center, Facebook Message, Live Chat, or Support Ticket and we will cancel the order.

Will I get any confirmation after placing an order?

Upon placing the order, you will receive a text message and an email with your order number, and a call for the verification of the Order.

• Select ‘Change Email’

• Enter your new email address then enter your current password and select save to update.

How can I change the contact number?

You can update the contact number from your account address book.

If the order is already placed then you have to share the order number and updated contact information through our Call Center, Facebook Message, Live Chat, or Support Ticket and we will update the contact number.

How can update the address after placing an order?

If you want to change your address after the order placement, you have to share the order number and updated address information through our Call Center, Facebook Message, Live Chat, or Support Ticket.

How can I add or remove any item in the order?

You can add or remove any item from your cart before placing the order.

If the order is placed then you have to communicate with us Call Center, Facebook Message, Live Chat, or Support Ticket.

What should I do if I miss order confirmation call?

We will attempt twice to confirm your order and if you miss the call then you can contact our Call Center, Facebook Message, Live Chat or Support Ticket to confirm the order.

If your order is already canceled then you have to place a new order form your end.

My order got canceled, What should I do?

If you want to make the payment online then you have to place a new order from your end.

You can reorder from ‘My Orders’. If required we can place a new order from our side if you want to avail Cash on delivery.

Are there any hidden cost and charges if I order in Feriwala?

No.

You only pay what you see.

However, if you choose home delivery then you shall have to pay an additional charge for the delivery.

And if you also request Installation or fitting of the ordered product, then such shall carry a small installation or fitting charge.

Payment

What are the Payment methods?

We have Cash on Delivery (Inside Dhaka), bKash, Online Payment (VISA/MASTER/AMEX) as payment method.

Why Cash on delivery is not showing?

Currently, we are unable to provide cash on delivery facility for outside Dhaka. You have to make the payment in advance through bKash or online for outside Dhaka delivery.

I failed to make payment while placing the order. What should I do?

For bKash payment:

• You can make the payment manually to our merchant number ‘01903059059’.
• Make the payment using ‘Payment’ Option.
• Use your order number as a reference.
• Share the transaction number, bKash wallet number, and amount with us after making a successful payment.

For Online payment:

• You will not be able to make the online payment manually.

If the online payment is unsuccessful, you have to place a new order with successful online payment.

Can I make the payment using 'Nagad' or 'Rocket' wallet?

Currently, you will not be able to make the payment using ‘Nogod’ or ‘Rocket’ account. We accept only bKash payment.

Do you accept DBBL Nexus card?

You can make payment using only VISA/Master card of Dutch Bangla Bank but we do not accept the Nexus card.

Can I avail cash on delivery from outside Dhaka?

You can avail cash on delivery facility only at inside Dhaka and some specific area in Bangladesh.

Why your agent called me and asked for advance payment?

We are unable to provide Cash on delivery or Card on delivery facility with all of your products.

We ask for the advance payment for security purposes because of the product price or size.

How can I avail Card on delivery?

Currently we didn’t introduce this service yet. We are working on it to make it available.

Shipping & Delivery

What is the delivery time?

The estimated time of delivery for Order inside Dhaka city up to 3 Working days & for outside Dhaka up to 5 working days.

Note:

Any order placed after 11 am will be considered as order of next business day, not on the same day.
Business Day: Saturday to Thursday except for public holidays.
Delivery might be delayed due to the unavailability of the product or delay from the 3rd Party Delivery Service.

Can I get home delivery outside Dhaka?

You will get the home delivery facility in the city areas. It takes usually 3-5 days to deliver.

If it is an urban area then you need to collect the product from the courier point.It takes usually 5-7 days.

If courier service has coverage in your area they might try to deliver it to your nearest location.

Can I receive delivery from your Pickup Point?

We do not have any pickup point.

We provide home deliveries inside Dhaka metro through our own delivery riders and provide home delivery/pickup point delivery through courier service.

What is the shipping charge refund policy?

You can claim the full refund for the delivery charge if the order is not delivered within the committed timeline.

Type of Delivery	Dhaka	Outside Dhaka	Claim Amount
Regular Delivery	3 Working Days	6 Working Days	BDT. 70

Refund Claim Procedure:

The customer has to create an account from his account selecting “Delayed Delivery”.
Feriwala Customer Support Team will check and investigate the complaint.
If the complaint is valid, the Customer Support team will confirm the customer through the ticket and proceed with the refund.
If the complaint is invalid then the Customer Support team will inform the customer through the ticket with the explanation.
The refund will be done through Ferriwala payment method.
The refund of the delivery charge may take 3-5 days.

Please NOTE your refund request might be canceled/ disqualified for the following reason:

Customer phone was unreachable
The delivery was rescheduled by the customer
Delivery area is not within our coverage

What is the delivery charge?

Regular delivery:

Inside Dhaka Metro : BDT 70
Outside Dhaka Metro : BDT 120

Note: The delivery charge might vary due to product size and delivery location.

Can I check the product then make the payment?

You have to make the payment first. Then delivery rider will allow you to unbox the product. You can check the product in front of the delivery rider.

Can I change delivery address after placing the order?

You can change the shipping address if the order is not out for delivery yet.

If the order is already out for delivery and you want to change the shipping address, then it will be returned to us and then we can change the shipping address.

Can I pay through bkash after receiving the product?

You cannot pay through bKash while receiving the delivery.

If you want to make the payment through bKash then you have to make the payment first while placing the order, then we can process the delivery.

How can I get delivery outside Dhaka?

If your delivery address is outside Dhaka you will receive products through courier service.

We also provide cash on delivery services through courier in Major city areas.

Please check our cash on delivery coverage areas in Bangladesh.

If I miss the delivery what can I do?

If you cannot receive the delivery on time then the product will be returned back to us.

Then we will again send the product if you want to take it.

Does Feriwala deliver internationally?

Feriwala doesn’t deliver items internationally.

You are more than welcome to make your purchases on our site from anywhere in the world, but you’ll have to ensure the Delivery Address is within Bangladesh.

Return & Replacement

When I can return the products?

You can return any product within 3 calendar days after item delivery, if it meets the terms of our policy.

Check if your product meets all the conditions for returning.
Contact Ferriwala’s Customer Service to submit a complaint/request for return.
Choose your preferred method of product return when you communicate with Customer Service.
Your returned product will go through a Quality Check.
If the return request is valid, you will get product Return / Replacement.

NOTE: You must provide the product box and all the accessories at the time of handing over the product.

What are the conditions of return?

The return of the products has to meet the conditions as per below according to the customer’s claim. Details terms must be there when you claim any particular complaint. Please keep it in mind that products need to check in front of the riders.

Damage- When any customer claim product is damaged product does not needs to be in new condition or sealed. But the customer must need to provide us the product including warranty cards, manuals, tags, etc.).
Defective (As per brand policy): If the customer is claiming the product is defective. The product does not need to be in new condition or sealed.
Not as advertised- If the customer claimed that the product is not as advertised product needs to be in new condition and sealed. The product cannot be damaged too.
Wrong item delivered- If we deliver any wrong item product needs to be intact and in sealed condition. The product seal should not be broken EXCEPT for an item type that cannot be differentiated visually based on information provided on the box or packaging only. The product cannot be damaged.
Missing parts/items- If the customer claim any missing parts customer has to check it in front of the rider. The product has to be in new condition. If the product remains unsealed it will be accepted.
Change of mind- In terms of change mind customers have to return the product in sealed condition. He/she cannot open the box or check the product.
Signs of usage- If the customer claims the product is used, he has to return the product Completely. This claim has to be done in front of the rider.
Doubts on the authenticity- If the customer has any complaint of authentication he must return the product including warranty cards, manuals, certificates of authenticity, tags, etc.

Note: The customer must return the product including the warranty cards, manuals, and box. Without the box any customer can not claim the warranty.

How do I request for a return?

Option 1: Communicating with us by Facebook page or Feriwala website.

Option 2: By calling Feriwala Customer Service on +8801913059059

Option 3: Directly drop off the product at the office premises or by post by Courier Service.

Option 4: Request online by clicking on My Account followed by clicking on the Return/Replacement section then “Request new Return”.

How to make a product return & what do I need?

Contact Customer Service at [email protected] or 01903059059 to confirm that your product is eligible for return. We will explain to you the return procedure, and arrange a pick-up. Please be prepared to give the following information when you call Customer Service:

Your order number.
The reason for the return.
The original copy of the Customer Copy of the Invoice
The method of the return/replacement that you would prefer and the necessary information associated.
Where and when the product should be picked-up.

How many times you will attempt to pick my returned item?

For pick-ups, we will make maximum 3 attempts at picking up the product.

In an event where, after 3 attempts, you have failed to hand over the product to us, we will cancel your request for return, replacement, or refund.

How to send your product to Feriwala? How much will it cost?

Our Customer Service will arrange for pick-up of the product from your address, free of delivery charge inside Dhaka Metro City.

If you live outside Dhaka, please send your product by Courier Service. If your return claim is validated, we will refund your courier charge.

Where to return the product?

In an event where you have failed to provide your product to our pick-up, kindly have your returns shipped or dropped-off to our Returns Mailing Address: House 129/3, West Manikdi, Dhaka Cantonment, Dhaka-1206, Bangladesh

Once your product is received by Feriwala what are the checks being done?

Once your product is received, your product will be checked by our Quality Control team. We will test whether the products fails to perform as you have claimed in your return form. We will also make sure that your product meets all the requirements for a return as stated in our policy.

What are the conditions to for returning a product?

If you have bought any product from us, and want to return it, please refer to the requirements stated in the charts below to know the conditions for returning your product whether it is any of products.

Reasons for return	YOUR RETURN MUST BE :
	(x : Not Required \| ✓: Required)
	New condition	Sealed condition	Complete (including warranty cards, manuals, certificates of authenticity, tags, etc.)	Not damaged	Tags & labels attached
Damaged	x	x	✓	x	✓
(As per brand policy)	x	x	✓	x	✓
Defective	x	x	✓	✓	✓
(As per brand policy)	x	x	✓	✓	✓
Not as advertised	✓	✓	✓	✓	✓
Wrong item delivered	✓	✓	✓	✓	✓
Missing parts / items	✓	x	x	✓	✓
Change of mind	✓	✓	✓	✓	✓
Signs of usage	x	x	✓	x	x
Doubts on the authenticity	x	x	✓	x	x
Product is expired	x	x	✓	✓	✓

NOTE:

Complaint must be submitted within 3 calendar days after product delivery.
In the event that your return does not meet the requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed.
The “No Returns” Category products can only be returned, within 3 calander days, if the product boxes are sealed and in new condition as it was delivered.
It is mandatory to return the product with the product box. Without the box, we can not claim the warranty from the seller.
If the product is physically damaged the warranty will get void.

If your returned product is not validated, how are you informed?

If your return is invalid, then we will call you to explain the issue and send the item back to you. We will arrange the delivery of the item. You can still avail warranty if you have.

How long Feriwala will take to return my product?

It will take 7 business days to get your returned product as we need to make sure that your product meets all the requirements for a Replace/Serviced.

Soon we receive your returned product, our after sales team will check the product condition according to your complaint and it takes maximum 2 business days.
If the complaint is valid, the product will send to the vendor for replacement/service.
The vendor checks the product and if the complaint meet their return policy then they replace/service the product.
After receiving the returned product we will dispatch it to your address.
The whole process takes 7 business days.

Note: The vendor might take more time for replacement/servicing if the product/parts are unavailable.

Refund

How to request a refund and what are the conditions?

Before delivery:

You can claim the refund anytime if the product is under processing. Once the product is dispatched for delivery, we will process the refund after getting the product returned.

After delivery:

Refunds are made only when the request is made within 3 calendar days of the purchase. And the purchased product must be in sealed/intact condition to be eligible for a refund. Otherwise, there will be no option for any refund.

What are the Refund Modes and processing timeline?

Here are the refund modes.

Note: Online/Card Reversal might take more time to transfer from one bank account to another.

Can you request an exchange rather than a refund?

If you prefer to exchange your product, just let Customer Service know and we will call you as soon as your product has been received, and we have looked into the availability of the requested product. But the product must be totally sealed/intact for any exchange.

Feriwala is saying they have refund the amount but I did not receive amount yet. What should I do?

Once we complete the refund process we close the order from our end. The refund takes time to transfer from our bank to your bank.

You can send an email to your bank informing them that you did not receive the refund amount yet.

Can I claim refund for my returned product?

You can claim a refund if your complaint regarding the product is valid and the product completes all the return steps.

EMI

What is EMI?

EMI (Equated Monthly Installment) is one of the payment methods of online shopping, only for the customers using any of the accepted Credit Cards on Ferriwala.store.

It allows customers to pay for their ordered products in easy equal monthly installments.*

Can I avail EMI facility using Debit card/bKash/cash?

No. Only accepted credit card users can get the opportunity. Depends on availability of EMI facility in Feriwala.

Warranty Policy

What are the types of warranty?

Official Warranty
In the case of “Official Warranty” – Brand Warranty & International Warranty, customers are requested to communicate with the brand or the internationally authorized Customer Service Point to avail after sales service. You can also directly communicate with Feriwala customer support. We will ensure the collection of your product and safely contact the Brand on behalf of you, for availing of your service warranty. Once your product has been serviced successfully, from the specific brand authorized service providers, we will deliver back the product to you, FREE of cost.
Note:
*** In the case of International Warranty, the Warranty is usually automatically activated for some brands. However, in an event where the particular brand does not activate the Warranty automatically, the customer must have the warranty card provided with the product itself in the sealed package, in order to avail the warranty in any other country where the product has internationally authorized Customer Service Point. If the warranty card is not with the customer at the time of seeking warranty the customer will not be able to avail the International Warranty in any other country.
*** For various products carrying Brand Warranty, the accompanying Warranty service varies differently between Commercial use and Household usage.
- Brand Warranty
- International Warranty

Service Warranty
The ”Service Warranty” covers any material defects under normal usage during the warranty period. The following terms and conditions apply under the said warranty:
Any malfunctioning issues will be under the service warranty coverage at the payment of a Service Fee. if the problem is not caused by the user/customer. (For example – product malfunctioning issues or battery drainage issues or power supply issues will be covered under warranty)
Any accidental issues will void the service warranty. (For example – in case of mobile phones and tablets; broken display, bending, scratch, dent, burn, soaked or liquid damage, root or manual update will not be covered under warranty)
Parts Warranty
The ”Parts Warranty” covers any damage under normal usage during the warranty period to any part of the product which carries a valid Parts Warranty.
The following terms and conditions apply under the said warranty:
Duration: The duration of the warranty period varies from product to product, and the details of the warranty will be mentioned with the accompanying warranty card.
However, as many products or its models go out of production after a certain period of time, the replacement of the part may take some time.
Feriwala’s Customer Service will communicate with the customer regarding the details.
Warranty Card: In order to avail the warranty facility, the customer must have the original warranty card and customer invoice copy. Otherwise, the Parts Warranty cannot be availed.
Note:
*** Parts Warranty does not cover any damages, failure, or defects to the product accessories such as batteries, remote, electrical adapter, etc.

What this warranty does not cover ?

This warranty does not cover the following:

Cosmetic damages such as scratches, nicks, stains and dents.
Consumable parts such as batteries, or accessories such as remote unless product damage has occurred due to a defect in materials or workmanship.
Lost of product package or box.
Damage caused by service performed by anyone who is not an authorized service provider of Feriwala.
Damage to a product that has been modified or altered before submitting any complaint to Ferowala.
Modification or service by anyone other than warranted seller/brand/manufacturer.
Failure or damage resulting from negligence, misuse, abuse, accident, modification, power surges, improper maintenance, unsuitable physical or operating environment, water (in excess of specifications), flood, fire, natural disasters, or other acts of nature or external causes.
Damage due to not using products according to the product information materials or user guides.
Products or parts with an altered identification label or from which the identification label has been removed.
If any customer get servicing done by any unauthorized third-party service provider, then the service warranty will become void even if the duration has not yet expired.