Frequently Asked Questions
Shipping, Order Tracking & Delivery
We strive to deliver products purchased from Goneverland in excellent condition and in the fastest time possible. If this is your first order with Goneverland, shipping will be completely FREE. If the order is cancelled, lost or un-delivered to your preferred location, we will refund the complete order amount including any shipping charges, if paid online. If you return an order delivered to you, order shipping charges will not be refunded. However if you self-ship your returns, we will reimburse self-shipment charges based on Goneverland's Returns Policy. For accounts whose return behavior violates our fair usage policy, a specific delivery charge will be levied on all orders, irrespective of order value. *Order value is calculated after applying discounts/VAT/GST or any other applicable charges.
We always strive hard to provide the best experience to our customeBDT However, we have noticed that few accounts abuse our liberal returns policy. These accounts typically return most of the items bought or choose to not accept our shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect shipping charge of BDT 149 for all orders and disable cash on delivery option for accounts which have high percentage of returns and shipments not accepted by value of orders placed.
Please tap on “My Orders” section under main menu of App/Website/M-site to check your order status.
You can find out if Goneverland delivers to your PIN Code using the courier serviceability tool available on the product page. Please tap on “Check Delivery options” and enter your area PIN code in the respective field to get the required information about standard order delivery time and availability of Cash on Delivery for the Product selected. The PIN codes serviced by us are frequently updated, so if we do not deliver to your PIN code today, please come back and check to see if this has changed.
All orders placed on Goneverland are dispatched through Goneverland Logistics or through other courier partners such as DHL, FedEx Etc.
Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service and your area pin code is serviceable, you will receive a communication from our end.
Cancellations and Modifications
You can cancel an order until it has not been packed in our Warehouse on App/Website/M-site. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made.
Yes, you can modify the shipping address of your order before we have processed (packed) it, by updating it under 'change address' option which is available under ‘My order’ section of App/Website.
Tap on “My Orders” section under the main menu of your App/Website/M-site and then select the item or order you want to cancel.
If you had selected Cash on Delivery, there is no amount to be refunded because you haven't paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation.If payment was made by redeeming Mobile Banking wallet balance then, refund will be initiated into Mobile Banking wallet within a day of your order cancellation, which can be later transferred into your bank account, by contacting Mobile Banking customer support team.
Returns and Exchange
Goneverland's 30 day returns and exchange policy gives you an option to return or exchange items purchased on Goneverland for any reason within 30 days of receipt of the item. We only ask that you don't use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. There are two ways to return the product to us: 1. Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request. 2. Self-Ship: If we don't offer a pick up at your location. In such cases, we will credit the shipping costs into your Mobile Banking wallet provided the product meets the return policy and you have shared scan copy of the courier receipt with us. Once we pick up and receive your returned product, we will do a quality check of the product at our end and once product passes the quality check we will credit the amount you paid for the products into the refund mode selected at the time of initiating return request. If the picked up product does not pass the quality check, we shall ship it back to you. If you choose to exchange the item for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item, free of cost. However all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative product, we suggest that you return it to obtain refund and purchase the new item separately.
You can return products purchased from Goneverland within 30 days of receiving the product, 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 will initially examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk. Once your product has been approved by our quality staff, we will credit refund into the source selected at the time of return initiation. 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 WILL BE ACCEPTED IF THE WARRANTY CARD IS MISSING WHILE RETURN OR EXCHANGE OF THE PRODUCTS.
If you would like to exchange products purchased from Goneverland, please follow below mentioned steps: You can create exchange for products purchased from Goneverland within 30 days of its delivery under “My Orders” section of App/Website/M-site. If your address is serviceable for exchange you will be able to proceed and generate an exchange id. Please note down your exchange id for future reference Place the product in a packet but do not seal it. Please ensure product is unused, unwashed with all the tags intact. Hand over the original product to our delivery staff and receive the exchange item from him. Please ensure that you have the original item available with you at the same address which has been selected for delivery of the exchange item. At any time, you can track the status of your exchange requests under “My Orders” of App/Website/M-site.
We take 1 to 3 days from the date of receipt of the goods at Goneverland to initiate NEFT transfer and 7 to 10 days for refund into your Credit/Debit/Net banking account, after the returned item has reached us and quality check is successful. Therefore, the refund time really depends on the time it takes the courier company to deliver the packet to the returns processing facility. In case of any refund discrepancies, Goneverland may at its sole discretion, request you to share with us a screenshot of your bank statement.
If you are returning multiple products from a single order then, you will receive a separate Return ID via e-mail for each item. If you are self-shipping the products, you can ship all the products in a single shipment. Please mention the Return IDs for all the products on a single sheet of paper and place it inside the packet.If mode of return is Pickup, our courier person will pick up the products from the pickup address.
Currently, we pick up products only from selected PIN Codes. If your area pin code is serviceable, you will be able to select the pickup option when you create a Return Request on App/Website/M-site. We will pick up the return within 4 - 7 days from the request placement date. Please keep the return shipment ready.
If your area pin code is not serviceable for pickup, you will need to self-ship the return item via any reliable courier partner. Please ensure to place a sheet of paper with the details of Order ID and Return ID for each item included in the package. For all self-shipped returns, you will be duly reimbursed the shipping costs. Therefore, please ensure that scan copy of courier bill/receipt is shared via Contact us option available on App/Website/M-site. The courier bill/receipt should satisfy the following conditions for successful processing: It should capture the weight of the return package. Residential/office address, destination address, shipment date, amount and other details should be mentioned. The information on the receipt should NOT be edited/over-written. The courier charge (amount mentioned on the receipt) should not overshoot the Sender-Destination-Service combination and shall be cross checked with the courier company. This is subject to your returns being inspected and successfully processed upon receipt at our end.