FAQS

 Tel: +88) 01644232325
E-Mail: info@shokh.com

 152 Shezan Point
Farmgate, Dhaka

 Free standard shipping
on all orders over Tk2000

 Customer Support
for over 24h, every day

We're Here To Help

How long does it take for my order to ship?

After placing your order, we may need 3-7 business days to prepare your order. This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time.

We will inform you with an email after shipment or if there is any delay. For shipping time, please refer to our Shipping info Page for more details on how long it will take to reach you.

Will I be responsible for any customs or duty fees?

When ordering from SHOKH, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value added tax (VAT), or any similar customs-related fees.

Customs policies vary by country and SHOKH cannot make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information.

Is it safe to order from SHOKH?

We realise how important it is to securely store any information that you provide. shokh.com maintains the highest levels of security.

Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

What are the benefits to registering with us?

We have much lower prices than any other competitor. SHOKH will be your one-stop destination for online shopping. Registering with shokh.com will make it much easier to access your order status.

You can track your order when it is in normal transit and you can also easily contact our customer service before and after sales. Register and subscribe with shokh.com and you will get the latest promotions before everyone else and shop your wishlist at the most favourable prices.

How can I place order?

Shopping at shokh.com is easy: Just search the product you are looking for or browse by brand or department, add items to your shopping bag and follow the prompts at checkout. For more information, see our How to Shop section.

How do I cancel an order?

You can cancel your order at any time before it is dispatched. To do this, you will need to sign into your account and view your order history. Please note that orders for Gift Cards and e-vouchers cannot be cancelled.

Here at SHOKH we cannot cancel orders which have been shipped out. Thus please wait for your package to arrive and you may either keep it or contact us to arrange "return for refund". Please DON'T refuse the delivery as the undelivered package will be destroyed by third party logistics.

Missing, incomplete or damaged orders.

If your order is incomplete, please bear in mind that products may be sent out from multiple locations and so arrive separately; please allow a little extra time before contacting us.

For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period, please email our Customer Services team.

How do I change/modify my order?

Please note that we can help you modify your order before shipment. It includes changing the size or the color of an item, removing an item, changing your shipping address.

Once your package shipped, we will not be able to change anything.

What should I do if I did not receive a confirmation email?

After placing your order, we may need 3-7 business days to prepare your order. This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time.

If you have not received a confirmation email about your order, you may have registered your email incorrectly or the email might be in your spam folder. You may log into your SHOKH account and click "My Orders" button to see your orders.

Do I need to open an account to place an order online?

No, you can use the guest checkout to complete your order. Having an account not only speeds up the order process, but you will also be able to see your order history; save your personal and payment details as well as edit your favourites items.

Why hasn’t my shipping information been updated?

When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Normally these packages are sent from London, China, Hong Kong and Bangladesh warehouse so it need some days to reach next sort facility. Once it has reached the next sort facility it will update. It may take 5-10 days to see any activity once it has shipped out from our end.

Do I need to sign for my order?

Yes, our carriers will require a signature when they deliver your parcel. For more information, see our Dispatch and Delivery page.

I’ve ordered several items at once. Will they all arrive together?

Your products may arrive separately or from different couriers, but don’t worry; you won’t be charged for additional deliveries.

Please wait until your expected delivery time has passed before contacting us.

What ‘delivery by our approved supplier’ means?

In order to offer you an extended range, including specialist and personalised items, we arrange for certain products to be delivered by our approved suppliers. Delivery in these cases will be managed directly by our suppliers, but we’ll do whatever we can to assist you in the event of any concerns.

Products labelled 'delivered by our approved suppliers' will be delivered directly by the manufacturer, or their chosen courier. By doing this, we can offer you an extended range of products.

Why am I getting my delivery from an external supplier when I purchased from SHOKH?

In order to offer you an extended range, including specialist and personalised items, we arrange for certain products to be delivered by our approved suppliers.

Delivery in these cases will be managed directly by our suppliers, but we’ll do whatever we can to assist you in the event of any concerns.

Do you have any delivery restrictions?

We do reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we'll notify you as soon as possible.

What is your returns policy?

Please refer to our Returns & Refunds page for details of our returns policy.

Will I receive a refund if I refuse to receive shipment?

If customers refuse a package due to customs issues, including refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, we will not be responsible for any refund or reshipment of the refused package.

How do I return an item?

We DO NOT accept returned items that were sent back by you directly without checking with us first. If you are not 100% satisfied with your purchase, you may request a return within 7 days after receiving your package. Unfortunately, we are unable to process exchanges at the moment. We apologize for this inconvenience.

If your order arrives incomplete, incorrect, damaged or defective, please take a photograph of the item and packaging including barcode, and send an email to support@shokh.com. Please make sure your email contain information such as parcel number, Order ID, and description. We will investigate and guide you through the next steps.

According to our return policy, customers are responsible for the return shipping fee.

Please DO NOT send your return to the address on your package. That is not our returns address and will affect the processing of your return.

How long does it take to get a refund?

Once we have received your item, you will be refunded to your original payment method (with a few exceptions). If this is to a debit/credit card it will appear in your account within 10-15 days, depending on your card issuer.

Which items cannot be returned or refunded?

We do not accept returns for the following items due to hygienic reasons: bodysuits, lingerie & sleepwear, swimwear, jewellery, and accessories (except scarves, bags, and mermaid blankets).

Please DO NOT send your return to the address on your package. That is not our returns address and will affect the processing of your return.

Will I get full refund for my return?

We will offer a full refund on all items you returned (exclude shipping fee for delivery or return and unreturnable items).

Please note: Promo/coupon codes will not be refunded as monetary value.

Why was my payment declined?

SHOKH accepts Visa, MasterCard, American Express, Diners Club, Maestro, Bank Transfer, Rocket and bKash.

If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card or payment method.

If the above instructions fail please contact your bank or our support team with as much detail as possible so that we may assist you.

When will I be charged?

When an order is placed, we request a pre-authorisation for the value of the order from your bank/card issuer to ensure that the funds are available. However, this remains simply a pre-authorisation request until the order is shipped, at which point we take payment.

Please note that if you choose to pay by PayPal, your payment will be taken immediately.

What payment methods can I use?

Most of our payment methods are available for all currencies (Visa, Mastercard, American Express, Delta, Visa Electron, Maestro credit and debit cards, bKash and Rocket and PayPal).

Please note, bKash and Rocket can currently only be used in Bangladeshi Taka.

Am I able to apply multiple discount codes?

No. Here at SHOKH, one order can use one coupon code only.

It is also very convenient to apply the coupon to your order. After you check out from the shopping cart, before you "Place Order", please enter your coupon code, then apply, the coupon will be applied successfully.

Why isn’t my promo code applying?

Please be sure your SHOKH promo code hasn't already been added successfully. Also please be sure that the code has not expired.

Is it safe to enter my payment details online?

Yes, Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

Still looking for help?

If you do not find the answer to your question listed within our FAQ's, you can always contact us directly by completing this online form. We will try to get in touch with you as quickly as possible.

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