frequently asked question

One and only fashion focused online marketplace where you can find your desire fashion with constant style with various brands and products.

Products that you can find by your choice: 1. Apparels - Men, Women, Kids. 2. Home & Living accessories. 3. Products from World Markets.

As a marketplace provider, we just provide a platform for transaction but with our robust vendor selection and empanelment process we ensure genuine premium quality products and services at very competitive prices.
As a marketplace, we do not provide any guarantee or warranty for the products/ services sold. However, every product/service which is sold on our platform has a guarantee or warranty as provided by the vendor. In case of any issue we shall facilitate meeting or call with the vendor.   
 

We verify business details e.g. Owner Information, NID Card, Bank Account, Trade certificate, Customer reference, physical office and warehouse address, mobile no/email id of the supplier. Only when our team is completely satisfied regarding the genuineness of the vendor and its ability to maintain industry standards only then such vendors are listed. We also keep a track record of vendor’s performance post empanelment to ensure quality products and services.
 

Yes. You will get full refund.

Direct report at mail: [email protected] or call at +8809666771123, +8801401159711, +8801401159714.

Once you register on Lukwow.com, you can access your " My Account" page. As a buyer its available on top right corner of your screen wherein; you can access the following:

• My Profile: Enables you update your personal information’s like First and Last Name, Shipping and Billing Address, if you want to update your mobile number or email, contact us at [email protected].

 

• My Wishlist: View, remove; edit all your selected products together. You can also checkout from this section & proceed to payment.

 

• My Order: View and keep track of all your orders status here (including past orders).

 

Samples are products (or part of it) which can be used by the customer for comparing, look, touch & feel purpose at their doorstep.
Sample is not available for now. Lukwow is working on like this kind of facilities.

To sign into your account, please make sure you enter the correct registered email address (or Member ID) and password. Your password is case sensitive, so please check if your keyboard's Caps Lock light is on and also make sure there are no extra blank spaces in the password. Other solutions may include: 1. Delete cookies or change your browser 2. Try the Password Retrieval process 3. If you encounter an error message saying, “Sorry, you are not authorized to sign into this account”, please contact our customer service team Note: check your email inbox. You may have missed important information regarding your account.

We are more than happy to invite more vendors who are interested in displaying their products on site. However, there is a certain process for that to ensure only the best quality products are sold on our site. All you need to do is just drop an email at [email protected] and the concerned team would get back to you.

You can fill in the bulk order form given at homepage our team will get back to you or you can mail your requirements on [email protected] or fell free to call/ whatsapp us on +8809666771123 or +880-1401159711, our team would be happy to provide any assistance required.
 

Please tap on “My Orders” section under main menu of App/Website/M-site to check your order status.

You can cancel your order before it leaves our Warehouse (reaches the "Order shipped" state). Please follow the process to cancel - - First log into your Customer Profile in Lukwow. - Then go to your customer account orders page. - Look at your products which is already ordered but not delivered. - Press on Cancellation button appeared on the left side of your ordered products. - Cancelled!!! Lets order new....

On choosing CBD, you can pay the bill amount through cash to our representative, before the dispatch of the materials. The representative will be collecting the money, from your place.

No, there are no additional charges. However, cash will not be accepted beyond BDT. 2,00,000/-.

Yes, it is available upto Rs. 20000/- only.

In case of any failed payments, same shall be reversed within 5 working days still you can contact our customer support team on [email protected]

All orders placed on Lukwow are dispatched through our own courier service - Lukwow Logistics and through other courier partners such as Sundarban Courier, SA Paribahan, Paperfly, E-Courier, Biddyut and so on.

No. At this point, Lukwow delivers products only within Bangladesh.

The estimated time of delivery is mentioned in the Item Description Page (where you can zoom and see the details of each item). It may differ from one item to another. Here is an explanation of delivery estimates : Within 1-3 days : (Inside Dhaka) For key metro Dhaka & the warehouse the product is being shipped from, the delivery time will be 1-3 business days. Within 3-5 days : (Sub-Dhaka) For all areas serviced by reputed couriers & the warehouse the product is being shipped from, the delivery time will be 3-5 business days. Within 5-7 days : (Outside Dhaka) For other areas, orders will be sent by Speed Post through the Postal Service which may take 5-7 business days depending on the location. Business days exclude public holidays, national holidays and Fridays.

We process all deliveries through our own delivery team & other reputed couriers. For certain delivery which will be direct process through Lukwow team will make contact first with you and then move. Business will be on COD process. Alternatively, you can get in touch with our customer service team to an alternate delivery location that is serviced by our courier partners.

All items are carefully packaged so as to avoid any form of damage. We ensure the package is water proof with plastic wrap and fragile items are safely secured with bubble wrap.

To avail Try and Buy facility on the order, please follow below steps: 1. Choose the fashion products you love and add it to bag. 2. At check-out page, tick the box to avail ‘Try and Buy’. 3. Scroll down on check-out page to see Try and Buy applicability at item level. 4. Place your order like you normally do.

Refund will be processed, once product reaches Warehouse, a message will be sent immediately to your registered contact number and money will reflect within 7-10 days in your account or by cash. However, Try & Buy delivery charges are non refundable.

While we don’t allow you to choose exact delivery date & time at the time of check-out, we will give an estimate on date of delivery at the time of placing the order. On the day of delivery, we will send you an ‘out for delivery’ message in the morning and our delivery associate will call you 30-45 minutes before coming to deliver the shipment.

You can return products purchased from Lukwow within the specified return/exchange period(check product details page for the same), except for our non-returnable products and high-value products which can only be returned for limited number of days. 1. Create a 'Return Request' under “My Orders” section of App/Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us basis on the return mode. 2. We offer pick-up facility in selected locations basis our courier serviceability. 3. If reverse pick-up option is not available at your location you can self-ship the product to us. Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags are intact.Keep the packet ready and open to expedite the return pickup. Our staff may initially examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk. Self-ship: In case your area pincode is not eligible for “Pick-up” mode then, please self-ship the product to our Returns desk.Please pack the product and ensure product is unused, unwashed and all the tags are intact.Also, please mention Order No and Return id on a piece of paper and place it in the packet. Kindly address the package to the address of the Returns desk closest to you. We have listed out the addresses of the Returns desk in another section on this page. We will send you a confirmation email as soon as we receive the shipment at our warehouse. At any time, you can track the status of your return request on App/Website/Msite. NOTE: NO PRODUCTS SHALL BE ACCEPTED IF THE WARRANTY CARD IS MISSING WHILE RETURN OR EXCHANGE OF THE PRODUCTS.

You can return any product that you have received as long as - You have the original invoice with you. - All its original packaging and accessories, including the box, manufacturer's packaging if any, dustbags, warranty cards, authenticity labels and all other items originally included with the product(s) delivered are intact. - The product is unused and in original condition. You must inform us of your intention to return the item to us within 7 days of delivery of the product (inclusive of weekends).

Benefits: 1. FREE SHIPPING - Guaranteed free One-Day, Two-Day and Standard Delivery on eligible items. • Prime members are eligible for free shipping on all purchases, unless a chosen product is expressly disclaimed as Prime ineligible. • There is no limitation on the number of items qualifying for this benefit when purchased within the Term. • One day and 2 day delivery eligible for Dhaka city. Same Day Delivery-(Order)Today, 12PM-(Get it)Today 8PM-(Charge)60 Taka Morning Delivery-(Order)Today, Midnight-(Get it)Next Day, 12pm-(Charge)60 taka One day delivery-(Order)Today-(Get it)Next Day 8pm-(Charge)Free Standard Delivery-(Order)Today-(Get it)2-5 days-(Charge)Free 2. NO COD CHARGES - • Prime members will not be charged any COD charges on all purchases, unless a chosen product is expressly disclaimed as Prime ineligible. • There is no limitation on the number of items qualifying for this benefit when purchased within the Term. 3. EXCLUSIVE SALES - • Prime members receive exclusive and/or early access to sales held on all Lukwow platforms. • Prime members must enable notifications through email, SMS and/or the mobile app to make use of this feature. 4. PREMIUM CUSTOMER SUPPORT - • Prime customers will receive prioritized customer support, and callbacks through our missed call service. • Missed-call callbacks will be regulated by availability of customer support, and may not be immediate. 5. BIRTHDAY GIFT - • Lukwow might contact Prime customers on their birthdays with special offers and/or gifts. Prime customers consent to such communication and deliveries. • No exchange or return is possible for a birthday gift delivered under Deshi Prime. 6. PERSONAL STYLING - • Primo customers can make use of Lukwow designer’s personalized styling and expert shopping advice services. • This feature will soon be launched on the Lukwow platforms, and will be governed by separate terms and conditions, to which the Prime member must adhere in order to use this service. More Benefits: Lukwow team is working with differents brands to avail more benefits to prime customer in near future.

PRELIMINARY :::::::::::: • "L-Prime" is a feature introduced on Lukwow.com website, Lukwow mobile app, Lukwow mobile website (all three collectively "Platform"), by the owner and operator of the Platform, Lukwow Fashion Ltd. • The following terms ("Terms") are part of and subject to the terms of use, privacy policy and other relevant documentation including any modifications, alterations or updates thereof that are published on the Platform. EARNING Reward Point “COINS”:::::::: • In order to earn a reward point named “Coin”, you are required to place an order on the Platform or make a purchase from www.lukwow.com of minimum of Tk.300 and above (the net order value will be taken into consideration which is total order value minus cancelled/returned item value) ("Eligible Order"). • All Coins earnings will be at the order level and not at the item level • For every Eligible Order, You are eligible to earn 1 Coin. For example, for an order value of Tk.300 you earn 1 Coin and order value of Tk. 1580 you earn 5 Coins. Please note that the coins earned will be on the actual order value excluding any instant discounts or cash backs credited to the wallet. • A maximum of 10 Coins can be earned in a single Eligible Order. For example, for an order value of Tk. 3000 you earn 10 Coins and order value of Tk. 7999 you earn 10 Coin. • The value of the following product purchases on the Platform will not be added towards calculation of an Eligible Order. o Lukwow's Gift Cards; and o Gold Coins/ Gold Bars o Gift Voucher. o Lukwow's Carton & Packaging Boxes (Bought by sellers for Market Place) o Lukwow's Packaging Security Bags (Bought by seller for Market Place) o Lukwow's printed Cello Tapes & Tape Dispensers (Bought by seller for Market Place) o Digital Products • Coins cannot be earned on any purchases made for the seller of Lukwow. CREDIT AND USE OF COINS:::::::::: • Coins will be credited only after expiry of the return period of all items/products in the Eligible Order. If there are multiple items/products in an Eligible Order, the highest return window will be considered. • If an Eligible Order gets cancelled / returned, the related Coins will get reversed. • In case of partial cancellation, if the net order value drops below TK. 300, then no Coins will be awarded. In case the order consists of non-returnable items only, Coins will be available to use at end of the day of delivery. • In case of replacement request of any of the products in the Eligible Order, Coins will be credited only after expiry of the return period of the replaced items/products in the Eligible Order. EXPIRY OF COINS:::::::::::::: • Coins will expire after 1 year at the end of the month in which they were credited to a user's account. Expiry of Coins only starts once these are credited into a user's accounts. • For example, o Example with earned & credited: Coins were earned on 30-June-2017 & credited into a user's account on 12 July 2017. These Coins will expire on 31-July-2018. o Coins credited on 14-June-2017 will expire on 30-June-2018. o Any Coin credited in Aug 2018 will expire on 31st Aug 2019. MERGING OF COINS::::::::: • Coins from another account can be combined in case you have multiple accounts in your name, subject to verification to the satisfaction of Lukwow admin that the accounts are held by the same individual. • Coins from the family member's account cannot be combined. Coins cannot be gifted or transferred. OTHER TERMS AND CONDITIONS:::::::::::: • These Terms are subject to change, at the sole discretion of Lukwow, from time to time. • Coins cannot be converted to cash or used in lieu of cash. • Coins are not transferable. Any wrongful transfer of Coins shall be void ab initio. • Coins cannot be used for purchases on the Platform in lieu of cash. • Lukwow reserves the right to disqualify You from earning any Coin if any fraudulent/abuse/ reseller/affiliates activity is identified as being carried out for the purpose of earning Coins or if You have violated any Terms or applicable laws. Disqualification may result in immediate cancellation of all Coins in 'earned' or 'pending to be earned'. • All Coins accumulated on blacklisted accounts, as per applicable policies of Lukwow, shall be cancelled with immediate effect. • These Terms are subject to the prevailing laws of Bangladesh. • You acknowledge and confirm that You are aware of the nature of telecommunications/ internet services and that an email transmission may not be received properly and may be read or be known to any unauthorized persons. You agree to assume and bear all the risks involved in respect of such errors and misunderstanding and Lukwow shall not be responsible in any manner. • Lukwow disclaims all liability that may arise due to any violation of the applicable laws by You. • Lukwow reserves the right to suspend issue of Coins to you personally, or to all users temporarily or permanently at any time without notice. • In case of any dispute or difference arising concerning Coins or any alleged defect or deficiency of service availed, the same shall be resolved through arbitration. • Lukwow reserves the right at any time to modify, withdraw or terminate 'Coins' as a feature on the Platform at its discretion, without any prior notice and without any liability or obligation in this regard. • You are not bound in any way to actively accumulate or use Coins. Any action towards using Coins is voluntary. • You hereby agree to indemnify and keep Lukwow harmless against all damages, liabilities, costs, expenses, claims, suits and proceedings (including reasonable attorney's fee) that may be suffered by Lukwow as a consequence of (i) violation of terms of this T&C by You; (ii) violation of applicable laws; (iii) any action or inaction resulting in wilful misconduct or negligence on Your part. • This document is an electronic record in terms of Information Technology Act, 2017, and the Rules there under as applicable and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2017. This electronic record is generated by a computer system and does not require any physical or digital signatures.

On the right hand top tab, please open the Prime section. If you are already a Prime member, you will be able to see that against that tab.