Frequently Asked Questions
How long does delivery take?
Inside Dhaka 2–4 days, outside Dhaka 4–7 days, counted from when we confirm your order. These are estimates, not guarantees.
What are the delivery charges?
Delivery is charged per parcel: ৳80 inside Dhaka and ৳140 outside Dhaka (including Gazipur, Savar, Keraniganj and Narayanganj). If your bag has items from more than one brand, they ship as separate parcels. Some brands waive the delivery charge once a parcel reaches a minimum value. The brand sets that minimum and it can change, so check your bag or checkout for the current offer.
Do you have a physical store location?
No. Shelf is an online marketplace for independent Bangladeshi clothing brands. We deliver original pieces to your address across Bangladesh.
What payment methods are supported?
Cash on Delivery, anywhere in Bangladesh. You pay the rider when your parcel arrives. For a first order outside Dhaka, or after a refused delivery, we ask you to send the delivery fee by bKash when we call. Your parcel ships once it arrives, and the rider collects the rest. We don't take card or online payments at the moment.
Do I need an account to place an order?
Yes. You need a Shelf account to place an order, so we can keep your delivery details and order history together. Sign up with your email and confirm it from the link we send you.
What happens after I place an order?
We'll call to confirm your order, usually within 2 hours during our support hours (Saturday to Thursday, 10 AM to 8 PM). Once it is confirmed, your parcels are packed and handed to our courier partner, and we share the tracking details so you can follow the delivery. Please keep your phone reachable; we may not be able to ship an order we cannot confirm with you.
Why was my order split into more than one parcel?
Items from different sellers ship from different places, so each seller’s items travel as their own parcel with their own delivery charge. You can see the parcels and charges at checkout before you order, and they may arrive on different days.
How much do I pay the delivery rider?
With Cash on Delivery you pay the amount shown for each parcel when it is handed to you. If you receive several parcels, each rider collects the amount for their own parcel. We tell you the amount for each parcel when we call to confirm.
Can I cancel or change my order?
Contact us as soon as possible. We can cancel or update an order that has not been handed to the courier yet. Once a parcel is with the courier it can no longer be cancelled. You can refuse a parcel at the door, but the delivery charge for that parcel is still payable.
Can I return or exchange an item?
Yes. You can ask for a return or exchange within 3 days of delivery for a wrong item, a damaged item or a size swap. Items must be unworn and unwashed, with tags and packaging as they arrived. Contact our support team with your order ID and the reason, and we will guide you through the next steps. A size swap happens in one visit: the rider brings the new size and takes the old item back at the same time. The swap delivery is charged at the normal rate for your area and is paid in advance by bKash when we call you. Wrong or damaged items cost nothing extra. Read the Returns & Exchanges policy for details.
How do I track my order?
Sign in and open your account’s orders to see the status of each order. When a parcel is dispatched we share the courier consignment details with you.
What if I miss the confirmation call or my number changed?
Call or WhatsApp us on the support number and give your order ID. If we cannot reach you we may hold the order. After a refused delivery, we ask for the delivery fee in advance by bKash on future orders.
How do promo codes work?
Enter your code at checkout. Codes can have a validity period, a minimum order value, usage limits, and may only apply to certain products or sellers; the checkout shows whether your code applies and what it saves. One code is applied per order.
I forgot my password. What do I do?
Use the Forgot password link on the sign-in page and enter your email. We send you a link to choose a new password. If the email does not arrive, check your spam folder or contact support.
How does Shelf use my personal information?
We use your name, phone number, address and order details to confirm and deliver your orders and to provide support. We share your delivery details only with the courier and the seller who packs your parcel. Read our Privacy Policy for the full details, including how to ask us to correct or delete your information.
How do I contact Shelf?
Email us or call or WhatsApp the support number shown on the Contact page. Our customer care team is available Saturday to Thursday, 10 AM to 8 PM.
Still have questions?
Our customer care team is available Saturday – Thursday, 10 AM – 8 PM BST.