Frequently Asked Questions

SHIPPING

Can I change my shipping address after I have placed my order?

Unfortunately, your shipping address cannot be changed after your order has been placed. However, you may cancel the order and re-order with your correct address.

What are delivery charges?

Shipping charges are the costs undertaken by MartVila and our logistics partners to bring your ordered item to your doorstep. Shipping charges are calculated based on your location and the weight of the product(s) in your order.

Does MartVila deliver outside Dhaka?

MartVila delivers all across Bangladesh.

Will somebody contact me before delivering the package to my location?

Our delivery man will contact you to confirm your exact location.

Can I choose my preferred shipping method?

Currently, we do not offer this option. Your order will be shipped by us if the destination is Dhaka. For other cities, you will receive your item via other distributors.

I missed my delivery. What happens now?

We will attempt to deliver your order again on the next working day. We will try to deliver a total of 3 times before canceling your order.

PAYMENT

How do I pay on MartVila?

We have the following payment methods through which you can make a payment: Bkash Bank Cash On Delivery

Can I use two methods of payment when ordering online?

Yes, you can use two payment method per order. But you have to inform us.

Can I pay for my order using the MartVila app or the MartVila mobile website?

The MartVila mobile app and mobile website offer all the payment options that the MartVila website version offers. You can pay without any worries with the preferred option of your choice.

Order

How can I track my order?

We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way, you can also track its status by signing in to your account, under "Orders" option or click Order Tracking to track your order. Please get in touch with our Customer Support Team. You can reach our team under support@martvila.com or Live Chat or you can call us on +09638779578 (8am - 11pm everyday).

Do I need an account to shop on MartVila?

Having a MartVila account helps us to make your shopping experience fast, secure and convenient. You can create your own MartVila account very easily.

Why am I having trouble placing products in the cart?

If you are having trouble placing products in your cart, please make sure that you have made all relevant size and color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Please get in touch with our Customer Support Team. You can reach our team under support@martvila.com or Live Chat or you can call us on +09638779578 (8am - 11pm everyday).

How do I know my order has been confirmed?

We'll send you an email and SMS once your order has been confirmed! We'll also let you know as soon as your order has been shipped.

What does "Pre-order" mean?

These products are not yet available for purchase, but you can pre-order them on MartVila. Any pre-order will be shipped to you on the day of its official release and will reach you within the delivery time mentioned by the seller.

My payment was processed successfully but I didn't get any order confirmation.What should I do?

Please get in touch with us so we can look into the matter. You can reach our team 24/7. Just email us at support@martvila.com or Live Chat or you can call us on +09638779578. (9am - 9.30pm every day)

Global Collection

What are Overseas Products?

Overseas products are internationally sourced products which are delivered to your doorstep, here in Bangladesh whilst maintaining the unparalleled MartVila shopping experience.

What is included in the price?

You will only pay what is quoted as the final price at checkout. This price is inclusive of international shipping, customs duties and customs clearance fees.

What payment method can I use to buy overseas products?

You can use any of our prepayment options.

Can I cancel my order for Overseas products?

The following cancellation policy applies to overseas products and supersedes all other terms and conditions of the sale on MartVila: Once your order has been confirmed it enters the shipping parameters, MartVila cannot halt the delivery of the product since the import process has started. Therefore you cannot cancel your order once it has been confirmed.

Do I have to pay any duties or taxes upon delivery of my order?

No. All overseas products on MartVila are delivered at no additional cost to you since the stated price at checkout includes custom fees and import duties. You are not expected to pay any additional charges. If you are asked by Customs or our logistic partner to pay duties or any other fees or requested to present a personal ID, please contact our Customer Service for clarifications. You can reach our team 24/7. Just email us at support@martvila.com or Live Chat or you can call us on +09638779578. (9am - 9.30pm every day)
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