Last updated: 11 June 2026
RORA Kids Shop delivers across Bangladesh through trusted courier partners, with extra-fast service inside Dhaka. All parcels are packed in Dhaka with care. This page explains our delivery charges and timelines, and our returns & replacements policy if anything arrives wrong.
Delivery charges
- Inside Dhaka (Dhaka city areas): ৳80
- Dhaka suburb (rest of Dhaka district, Gazipur & Narayanganj city areas): ৳120
- Outside Dhaka (all other districts): ৳150
- Free delivery inside Dhaka on orders of ৳1,500 or more.
Your exact charge is calculated automatically at checkout from your district and area. Promotional offers (such as free-delivery campaigns) are applied automatically in the cart and at checkout while they run. If an address needs special courier handling, we will confirm any difference with you before dispatch — never after.
Order confirmation
After you place an order, our team confirms your name, phone number, delivery address, product availability, delivery charge, and payment method by phone or chat. Orders are processed only after confirmation. If we cannot reach you within 3 working days despite repeated attempts, we may cancel the order.
Delivery timelines
Typical timelines for in-stock items, counted from order confirmation:
- Inside Dhaka: 1–3 working days
- Dhaka suburb: 2–4 working days
- Outside Dhaka: 3–5 working days
These are estimates, not guarantees. Courier schedules, holidays, weather, strikes, or other events beyond our control can add delay, and such delays do not qualify an order for compensation or automatic cancellation. We will always keep you updated if your parcel is held up.
Pre-order items
Some products are pre-order items that we source especially for you. The estimated delivery window is always shown on the product page before you buy, and we re-confirm the expected timeline during order confirmation. The window starts from order confirmation (and receipt of any agreed advance), not from the moment you place the order. If a pre-order item becomes unavailable from our supplier, we will contact you to choose a replacement, store credit, or a full refund of anything you have paid.
Receiving your parcel
- Please check your parcel at the time of delivery where the courier allows it, and keep the packaging until you have checked everything.
- We strongly recommend recording a short unboxing video — it is required for damage or missing-item claims (see the returns policy below).
- Responsibility for the parcel passes to you once it is delivered to your address or handed to a person at the delivery address.
Address changes, failed delivery & refusals
- Need to change your address or phone number? Contact us before dispatch — once a parcel is with the courier, the address cannot be changed.
- If a delivery fails because the address is wrong or the phone is unreachable, re-delivery may require an additional courier charge.
- Cash-on-Delivery parcels refused without a valid reason are noted on the order record; we may require advance payment (bKash) for future orders from customers with repeated refusals.
Returns & replacements
We want every RORA parcel to arrive safely and exactly as ordered. If something is damaged, incorrect, or missing, we will make it right — here is how, and the conditions that keep the process fair for everyone.
Report issues within 3 days
All claims must be reported within 3 days (72 hours) of delivery. Claims reported after this window cannot be accepted, because we can no longer verify the condition of the parcel with the courier. Contact us promptly if:
- You received the wrong product, size, colour, or variant.
- The item arrived damaged or defective.
- An item is missing from your parcel.
- The product does not match the order details we confirmed with you.
What we need from you
- Your order number or the phone number used for the order.
- For damage or missing-item claims: an unboxing video showing the sealed parcel being opened, or clear photos of the product, packaging, and courier label. Claims without this evidence may be declined, as we cannot verify them with the courier.
- A short description of the problem.
What can and cannot be returned
A returned item must be unused, in its original packaging, with all tags, accessories, and free gifts included. For hygiene and child safety, the following are not returnable unless they arrived defective, damaged, or incorrect:
- Opened or used personal-care, skincare, hair-care, bath, body, or feeding items.
- Items damaged by use, washing, or handling after delivery.
- Items marked final sale or clearance at the time of purchase.
Please check labels, ingredients, age suitability, and usage instructions before use — especially for skincare, shampoo, lotion, and baby-care products. Minor colour variation from product photos due to lighting or screen settings is normal and is not a defect. A change of mind after delivery is not, by itself, grounds for a return.
How we resolve approved claims
Once we verify a claim, we resolve it in this order:
- Replacement — we send the correct or undamaged item as soon as it is available.
- Store credit — if a replacement is not available, you can choose credit toward any other RORA product.
- Refund — if neither works, we refund what you paid for the item by bKash (or the original payment method) within 7–10 working days after the returned item reaches us and passes inspection.
Delivery charges are refunded only when the issue was our error (wrong, defective, or damaged item). When the return is for any other approved reason, the original and return courier charges are paid by the customer.
Cancelling a pre-order
- You may cancel a pre-order for a full refund of any advance before we begin sourcing the item.
- Once sourcing has begun, any advance or deposit becomes non-refundable, except where the item arrives damaged or incorrect or we cannot supply it.
- If we cannot supply a pre-order item at all, you always receive a full refund of anything paid.
Fair use
We review every request honestly and aim for a solution that keeps RORA parents happy. We reserve the right to decline claims that fail the conditions above, lack required evidence, or show signs of misuse or fraud, and to limit Cash on Delivery for accounts with repeated refused parcels or rejected claims.
Questions or a claim to start?
Message us on WhatsApp or Messenger via the Contact Us page, or email [email protected] — include your order number and evidence, and we’ll take it from there. You can also check your parcel status on the Track Order page.