How can we help?
Browse the topics below or email us — we usually reply within a few hours.
Orders & Delivery
Tracking, delivery times, and what to expect from your courier.
Payments
How payments and Cash on Delivery work right now on Evaly.
Returns & Refunds
Our 7-day return window and how the refund process works.
Account & Security
Signing in, changing your details, and keeping your account safe.
Selling on Evaly
Becoming a seller, getting approved, and managing your store.
Orders & Delivery
How long does delivery take?
Inside Dhaka: 1–3 working days. Outside Dhaka: 3–7 working days. The expected date is shown on your order page and updates as the seller ships.
How do I track my order?
Open My Orders in your account. Each order has a live status timeline (Pending → Confirmed → Shipped → Out for delivery → Delivered) with timestamps and the courier tracking number once it ships.
What does "Pending" mean?
The seller has received your order but hasn't confirmed it yet. Sellers usually confirm within a few hours during business days.
Can I change my delivery address after placing the order?
Only while the order is still Pending or Confirmed. After the order is Processing or Shipped, address changes go through support.
Payments
Which payment methods can I use?
At launch we only support Cash on Delivery — you pay the courier in cash when the order arrives. Online payments (bKash, Nagad, card) are coming later.
Is there a delivery charge?
Yes — a flat ৳60 inside Dhaka and ৳120 outside Dhaka, paid as Cash on Delivery. The exact charge is shown on the checkout summary before you confirm.
What are Star Points?
Loyalty points earned on every delivered order. 10 points = ৳1 off your next delivery fee. New accounts get a 3,000-point welcome bonus (worth ৳300 off delivery) — visible in your account.
Returns & Refunds
What can I return?
Most items within 7 days of delivery if they arrive damaged, defective, or not as described. See the full Refund Policy for items that can't be returned (hygiene, perishables, digital goods).
How do I start a return?
Open the order in My Orders, tap "Request return", describe the issue with photos. Our agent confirms within 24 hours and books a courier pickup.
When will I get my refund?
3–5 working days after the item reaches the seller. For Cash on Delivery orders, the refund credits as Star Points (or bank transfer on request).
Account & Security
How do I sign in?
Enter your registered mobile number — we email a one-time code to your address. You can also set a password from your profile and sign in with email + password.
I didn't get my OTP. What now?
Check your spam folder. If still missing, wait 30 seconds and tap Resend. Make sure your email is the one on the account.
How do I update my name, email, or phone?
Name: editable from Account → Profile. Email and phone are tied to your verified login and need a support ticket to change.
How do I close my account?
Account → Settings → Danger zone → Close account. This anonymises your profile and signs you out everywhere; order history is kept for legal reasons.
Selling on Evaly
How do I become a seller?
Sign up at Sell on Evaly. You'll need your NID number (trade license optional). An admin reviews your application within 1 business day.
What does the monthly subscription cover?
Listing on the marketplace, full Seller Center access (orders, products, payouts, analytics), and customer support. Fee is set in your billing page.
When do I get paid out?
7-day rolling payouts to your bKash or bank account once your orders are marked Delivered.
Still need help?
Send us a message with your order details and we'll get back to you by email — usually within a few hours.