Everything customers actually ask us, answered honestly. If yours is not here, message us on WhatsApp and a person will reply.
Ordering & payment
How do I place an order?
Add the product to your cart and complete the checkout form — name, phone, district, thana and address. It takes about a minute. If you prefer, tap “Order on WhatsApp” on any product page and we will take the order in chat.
Do I have to pay in advance?
No. We sell on cash on delivery across Bangladesh. You pay the delivery agent when the parcel reaches you. There is nothing to pay when you place the order.
Do you accept bKash, Nagad or cards?
Not at the moment — cash on delivery is our only payment method today. We are working on adding mobile financial services. Refunds, when they happen, are sent by bKash or Nagad.
Can I order by phone?
Yes. Call or WhatsApp 01728510359 during business hours and we will place the order for you.
Delivery
How long does delivery take?
Inside Dhaka, usually 1–2 working days. Outside Dhaka, usually 2–4 working days. Public holidays and bad weather can add a day.
Do you deliver outside Dhaka?
Yes — we deliver to every district in Bangladesh through our courier partners.
What is the delivery charge?
৳60 inside Dhaka city. Orders above ৳4,000 are delivered free. The exact charge for your address is shown at checkout before you confirm.
Can I check the product before paying?
Yes, and we encourage it. Open the parcel in front of the delivery agent. If it is the wrong item or it is damaged, refuse the parcel and message us the same day — you pay nothing.
How do I track my order?
Use our Track Order page with your order number, or just message us on WhatsApp with your phone number and we will check it for you.
Products
Are your products genuine?
Yes. We buy from authorised distributors and importers, not from grey-market resellers. If you ever receive a product you believe is not genuine, send it back and we will refund you in full.
How can I tell a fake smartwatch or earbud from a real one?
Check three things: the retail box printing and serial sticker, whether the companion app recognises the model, and the weight — counterfeits are almost always lighter. If anything looks off on a product you bought from us, message us.
Is there a warranty?
Where the manufacturer offers a warranty on a product, it is stated on that product’s page. Warranty claims go through us — send us your order number first, do not go to a service centre directly.
Returns & problems
Can I return something?
Yes, within 7 days of delivery. If the item is defective, damaged or the wrong product, we pay the return shipping and you choose a replacement or a full refund. If you simply changed your mind, you pay the return courier charge and the item must be unused in its original box. Full details are on our Return & Refund Policy page.
How long does a refund take?
Within 7 working days of the item reaching us and passing inspection. Refunds go to your bKash or Nagad number.
What if the product stops working after a week?
Message us with your order number and a short video showing the fault. If the product is within its warranty period we will arrange a repair or replacement. If it is outside the return window and has no warranty, we will still tell you honestly what your options are.
I ordered the wrong colour — can I change it?
If the parcel has not left us yet, yes, immediately and free. If it has been delivered, treat it as an exchange under our 7-day return policy.
About Fahmoon
Where are you located?
We are based in Dhaka, Bangladesh and deliver nationwide. We are an online store, so there is no walk-in showroom.
How do I contact you?
WhatsApp or phone 01728510359, or email info@fahmoon.com. WhatsApp is fastest.