Frequently asked questions

We’ve done our best to compile the most common questions our customers have asked us over the years. However, if you still can’t find what you’re looking for, do get in touch with our Customer Services team.


You can find your order details in the confirmation email and receipt that we will provide you with or view it in “Your Account” page on our platform.

As your shopping comes from one of our local stores, sometimes products you ordered are unavailable.

If this happens, we will try to replace that product with a substitute product. We will always charge you the price of the substitute product.

There is a minimum order value of Tk200.

Yes, indeed! We can offer regular deliveries of fruit, milk, tea, coffee, and a wide range of office essentials. Get in touch with us and we’ll be very happy to help.


Our drivers can now bring your groceries into your home or to a location of your choice. If you prefer, you can take crates into your home or unpack them into your own reusable bags on your doorstep. Please let your driver know when they arrive with your delivery and they’ll be happy to help you.

When you’ve successfully completed an order, we’ll show you an order confirmation page as well as sending you a confirmation email containing your order details.

Can’t see the email? You may need to double check your Junk folder. Some customers with active junk filters turned on may not receive confirmation emails.

We will only be delivering in your area on a set day each week. Your delivery day and time depends on where you live. Our routes are planned to minimise carbon emissions and food miles. This also means we can’t offer delivery time slots.

Please enter the delivery postcode on our checkout page to see if we deliver in your area.

If no one is at home during the agreed delivery time, we will do our best to contact you and reschedule the delivery at another preferred time. If we are unable to reach you, your order will be cancelled.


We highly advise you to review the items upon receiving them at the door. However, if for any reason you were unable to review the products at the time of delivery and a certain product is incorrect or damaged, please contact us for a replacement or refund. GoFresh will initiate the required action immediately; given that, the issue is reported within 24 hours.

Orders processed with a bKash, Nagad or credit card will be posted within 3 to 5 business days, so you should expect a full refund by then.

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.

You can return an unwanted item to your driver and they will return it to the store and process a refund for you. You’ll then receive an email with details of the refund. Please allow 5-7 working days for the amount refunded to appear in your bank account.


You can find your order details in the confirmation email and receipt that we will provide you with or view it in “Your Account” page on our platform.

You can pay through your checking account online. We do not accept paper checks, cashier’s checks, money orders or cash at this time.

There is a small charge to reflect the work that goes into picking and packing and delivering each order.

We accept Credit Card, Nagad and bKash.


If you’re having trouble signing in, try to reset your password. It’s faster to get your reset code by text. Email can take up to an hour to arrive and may get stuck in a junk or spam folder.

You can mark your favourite items by clicking the heart icon, which is located on or near the photo of the product.

If you’re reporting a problem, we’d prefer you get in touch with us directly so that we can resolve it for you straight away.

If you have had any problems with your deliveries, please do get in touch with us as soon as possible and we’ll do everything we can to help.


We keep your account secure and your information private. Simply visit our Privacy to review the details of our Privacy Policy.

No. Promotional offers may not be combined; however, we encourage you to use all of the promotional codes for which you are eligible. Simply use one promo code per order and make sure you use each promotion code prior to its expiration date.

Promotion codes (sometimes referred to as “promo codes”) may be redeemed at Checkout. After filling your cart with all the food you love, simply click into Checkout from the navigation bar at the top of any screen or within Your Cart. Look for the field labeled “Have a Promotional Code? Enter here” near the bottom of the screen. Just type the promo code into that field and click the green “Apply” button to add the promotion code to your order.

It’s easy to suggest items you’d like to see at GoFresh. Simply contact us to suggest your items.