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Payment change process

How to update your payment method or correct payment details after checkout when your order has not yet been completed or dispatched — clear steps and what you can expect from our team.

1. Overview

Sometimes you may need to switch how you pay (for example from card to mobile banking), fix a typo in transaction references, or replace a declined authorization before we ship your order. This page explains when we can accommodate a change and how to request it safely.

2. When a payment change may be possible

  • Your order is still being verified and has not been handed over for delivery.
  • You used our secure checkout (for example SSLCOMMERZ or another gateway shown at payment time) and the status is pending, failed, or needs reconciliation.
  • You need to complete payment using an alternative channel we support, after confirming availability with support.

If your parcel is already dispatched or the payment has been fully settled and reconciled, changes may be limited to refunds or adjustments under our refund policy instead.

3. How to request a change

  1. Note your order number (or unique checkout reference from your confirmation email).
  2. Email us from the address on your account with subject line: Payment change — [your order number].
  3. Describe what went wrong (wrong amount, wrong channel, duplicate charge, etc.) and attach any receipts or screenshots from your bank or wallet.
  4. Wait for written confirmation before attempting a second payment, so we can avoid duplicate captures.

4. What we review

Our team checks gateway responses, timestamps, and order totals to ensure the change matches your invoice. We may ask you to verify identity or confirm delivery details for higher-value orders.

5. Timing

Most payment-related queries receive an initial reply within 1–2 business days (excluding weekends and public holidays). Complex cases involving banks or gateway reconciliation can take longer; we will keep you updated by email.

Important Never share full card numbers, CVV, or internet banking passwords by email or chat. We will never ask for those details. Only use official contact channels listed on this website or in your order confirmation.

6. Limitations

  • We cannot guarantee every change request; approval depends on gateway rules, fraud checks, and stock availability.
  • Promotions, coupons, or shipping fees tied to the original payment method may need to be recalculated.
  • Chargebacks and disputes follow your card issuer or bank process in addition to our internal review.
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