FAQ/Need Help

Please check the FAQs (Frequently Asked Questions) to get familiar with the functions of our platform. If you are not satisfied with the answers, then please call us on +8801786552360 or write to us at between 9 am – 6 pm every day to get our immediate help.

How do I register on Okpapa?

Simply click on Login/Signup and follow the prompts to set up a secure account.

How do I place an order on Okpapa?

Shopping online is easy. Just follow these simple steps.

Step 1

Browse via the product categories that you can find on the left-hand menu and refine your search with the search bar on the top.

Step 2

If you decide to purchase an item, add the item to your Shopping Cart by clicking the ‘Add to Cart’ button. Continue shopping across our online store with brands you want.

Step 3

You can view the contents of your Shopping Cart at any time by clicking the cart icon top-right of each page. You can proceed to ‘Checkout’ if you have added all your products.

Step 4

When you are ready to purchase your items, click the ‘My Basket’ button. This will take you to the ‘Shopping Cart’ which lists all of the items you have chosen to purchase, as well as the subtotal of the cost. If any special offers are available on your chosen items, the details of these will be displayed in your ‘Shopping Cart’.

Step 5

Enter your delivery details, choose your delivery method, select your method of payment and click on ‘Checkout’.

Step 6

We will text you to confirm that we have received your order.

I want to change my contact details; how do I do this?

Log into your account, click on your name on top right of any page and follow the prompts to manage your account.

Why has my credit card been declined?

All credit and debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your credit card refuses to or for some reason does not authorize payment to Okpapa, then you will be notified of this during the checkout process. For further details of declined payments, please contact your card issuer.

My order didn’t go through, but I think you have charged me?

When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we dispatch your order.

If I pay with my bank card and I don’t like the product will you return the money?

No, as the bills are already made and adjusted with the petty cash we cannot return the money; instead we will replace the product; only if there is any reasonable ground.

If you pay with your bank card and you want to cancel the order before/at the time of delivery only for that you don’t like the product, we cannot return your money. Changes of intention are not acceptable.

But, if we are unable to dispatch your order, we do not charge you and the money is automatically put back onto your available balance by your Bank. This usually takes around 07 working days but the exact timeframe does depend on your card issuer and your bank.

If this timeframe has elapsed, and the money still has not been released, please contact your card issuing bank or the Customer Service on +8801786552360. (between 9 am – 9 pm every day). Okpapa’s authority will not be liable for any delay of card refunding issue if we’ve done our functions with your bank within the above-mentioned time.

What if the product I ordered is not available?

When you will receive a text to get a confirmation on the order you made, you will be informed that the stock has ran out for the time being. You will be suggested a replacement or a refund. But if the item is non-perishable and you would like to wait. We will be happy to be at your service.

What if I am not home to receive the delivery of my online order?

You will get a call from the delivery man, when they call you can choose a preferred timeframe for the delivery. You can also nominate another person who already knows all the details of your order. In this case please mention the contact details of the person who will receive your order. Then we will call your designated person to receive your ordered delivery. We may verify the representative with proof of your mentioned identity details.

I have placed an order for someone as a gift; will they receive a proof of purchase?

Yes, all online orders will include proof of purchase making refund, exchanging and warranty of the item easy for the recipient.

How many hours do you need to deliver my order?

In chittagong metro we do same day home delivery if your order is placed between 9 am – 2 pm. You will be notified if any exceptions occur.

If you order after 2 pm then the delivery time will be fixed for the next day after informing you.

What is your delivery means?

We do our delivery using  delivery riders, and delivery personnel.

If I don’t like the quality of the product when you deliver will you take it back?

Yes, you are free to check all the products before you receive them and pay our delivery man for the purchase if it is cash on delivery or card on delivery; and if any products fail to meet your requirement then we will replace it with another one or we will refund. We encourage our customers to cross-check each & every item while the delivery man is present at your premises. If there is no defect or any reasonable ground for any replacement, we will not replace the product during the delivery.

How will I know if the delivery is made to the right place?

We will confirm the order through a phone call or will call you before making the delivery.

Can I order from abroad/outside Bangladesh?

Yes, you can order from anywhere in the world and we will deliver your required products within our jurisdiction within the specified time frame. In this case please mention the contact details of the person who will receive your order.

How long I can delay to receive my order?

After confirmation, any customer can delay receiving their products up to 96 hours only. During these 96 hours if the ordered products are stock out or the respective offer expires; then Okpapa is not liable to give the customer the ordered products/offers.

What If my coupon code or free product offer is not working?

All free product offer and coupon offers are subject to availability. These offers are always available as first come first serve basis. If any free product or coupon has crossed its limit during the respective offer period; Okpapa will not accept any claim and will not be liable to cancel the respective order.

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