FREQUENTLY ASKED QUESTIONS

CATEGORIES

GENERAL

How do I opt out of marketing emails?

Controlling your personal information:
You may choose to restrict the collection or use of your personal information in the following ways:
• When completing any forms on the website, tick the box to indicate that you do not want to receive promotional information.
• If you have previously agreed to us using your personal information for promotional communication purposes, you may change your mind at any time by logging into your online account and changing your preferences or through contacting us via the contact us link found on the bottom navigation of the webpage. Please note that any request to update your personal information may take up to 10 working days to process, during which period you may continue to receive communications from LIMPID.
• You can choose to opt out of email promotional communications by clicking ‘unsubscribe’ in the email.

If you want to start receiving promotional communications from us again, log into your online account and change your preferences or use the CONTACT link in the menu. Please note that if you make an online purchase from us, we will continue to confirm your order status and shipment by email. We may also need to contact you via phone or email with questions or information regarding your order.

How do I register?
Simply click on the 'Register' option at the top of our website homepage, and enter your details.

How do I search for a product?
You can do this one of two ways. Either just enter a word e.g. "dresses" into the search tab, or be more specific and say toddler dresses.
Or use our amazing" refine" navigation panel on the left hand side of the page, this navigation allows you simply by clicking exact icons to be very specific , right down to searching for a particular size e.g. girl, boys, dresses, size 2. Try it, you will be hooked on this feature!

Do I need to create an account to shop with you?
limpid-online.com gives customers convenient , quick, easy, step by step secure shopping.
You do not have to register with us to shop in our online store, you may simply shop as a guest in which case we will not hold any of your personal information, like email address , phone number etc and you will not receive any email promotional communications.
Of course we would like you to register and become part of our LIMPID family. Apart from the many family member benefits including receiving emails containing special deals, your shopping details will be filed saving you the effort of entering these details each time you checkout.

DELIVERY & RETURNS

An item in my order is incorrect
If you have received an incorrect size or incorrect product:
Upon receiving/viewing the product in its original condition and packaging, we will happily exchange/send you the correct garments (shipping at our cost), offer you an online gift code/voucher, and/or the option of a full refund. You will be refunded all related shipping costs to your original method of payment (within 3-5 working days).

How do I track my order?
We will provide link of courier to track your order. Tracking information will be available 24 hours after your order has been dispatched:
When you follow the courier link, all you need to your tracking number into the ‘consignment number’ area. Then click the ‘search’ next to it. It will then show a table with your ‘consignment number’ in it and you just need to click on the number for information about your order. Alternatively you can also follow the link received in your dispatch confirmation email.
All Bangladesh orders are sent by local Couriers. To contact by delivery challan number with Couriers for any questions regarding the shipping or tracking of your order, please contact on +8801726409046.

How long will my order take to arrive?
We recommend that customers allow 2-5 working days for their order to arrive and an additional 2 days for rural delivery. This does not include weekends or public holidays. For the purpose of delivery targets, the day on which your order is placed with us is day zero.

Please be aware that estimated delivery times may vary during or around public holidays including but not limited to the festival months. We recommend that customers purchase WELL IN ADVANCE of these dates to ensure their package arrives prior to their occasion. Expect your order to arrive within a 2-8 day time frame and an additional 2 days for rural delivery.

Whilst we do everything to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

All Bangladesh orders are sent by local Couriers. To contact local Couriers for any questions regarding the shipping or tracking of your order.
As soon as your order has been dispatched you will receive a confirmation email with your delivery challan number or tracking number. Please ensure that you enter the correct email address at the time of purchase. If you have not received your confirmation or dispatch email, please check your ‘spam’ or ‘junk’ mailboxes.

To track you order, follow the link received in your dispatch confirmation email. Alternatively, you can track your order via the Courier.Tracking information will be available 24 hours after your order has been dispatched.

I've ordered the wrong size or colour, how can I exchange it?
We can appreciate that purchasing online can be a little difficult when you can't actually view the real product, so when purchasing for children, we suggest always going for the larger size.

Customers who have made purchases from our website can return the products purchased to our distribution centre for an exchange/replacement or online gift code/voucher by following these steps, to be completed within 14 days of receiving the product.

1. Ensure the product/s is undamaged, unworn, unwashed, or otherwise unused condition, with all original labels/tags attached.
2. Email customer.services@limpid-online.com to register your reason for exchanging within 14 days of receiving the products. We will also be able to advise you on the quickest easiest way to resolve the issue.
3. Please also document your reason for the exchanging the items on the tax invoice, or packing slip, and include it in a package with the product you are sending. Please note the items or sizes you would like to exchange your order for.
4. Return the package with the product and documentation to our distribution centre at the following:

To: LIMPID-লিমপিড
House No-2, Apartment # B2, Road No-18, Nikunja-2, Dhaka-1219, Bangladesh
Phone :+8801726409046
E-mail : contact@limpid-online.com

5. The cost of postage for returns/exchanges will be at your expense unless otherwise advised and refunds of any original shipping costs will be at our discretion. So please choose carefully. Please hold onto your return receipt and tracking number as proof until your return has been resolved.

6. Upon receiving/viewing the products in its original condition and packaging, you will receive an emailed confirmation with the tracking details for your new order. Your new order will be posted to you at no additional cost.

7. If your size is no longer available, we will refund to your original method of payment (within three to five working days. Please note this does not include public holidays or weekends) for the amount you paid for the products.

8. We are also happy of offer you an online only gift code/voucher to use on your next purchase if you would prefer. This code/voucher is also transferable so you are welcome to gift it to a friend or family member. This is to be entered at the checkout stage of yours or any online purchase in the ‘promo code’ box. This code/voucher cannot be used in conjunction with any other discount code or voucher. Only one code/voucher can be entered at a time. This code/voucher cannot be used to cover shipping costs. It also cannot be split up and needs to be used in one transaction. These codes/vouchers are also valid for a period of three months.

9. Please note that due to hygiene reasons, we do not exchange swimwear.

My purchase is faulty, what is the next step?
If you have received a faulty product please contact our customer service team using the following:
Email: customer.services@limpid-online.com Phone: +8801726409046

Upon receiving the product we will inspect it and if it is deemed to be indeed faulty we will either replace the item at no additional cost, provided it is available, otherwise we will refund both the price you paid for the product and all related shipping costs related to your original method of payment (within 3-5 working days).

Can I receive a refund for product(s) purchased online?
PLEASE NOTE that for change of mind returns we are under no obligation to give a refund. We do not have to give you a refund if:

- You bought clothes that don't fit
- You decide you don’t want the goods
- You find the same thing cheaper elsewhere
- You bought something for someone else that they don't like or already have
- You bought something that doesn't match what you already have

Please know the consumer affairs rules of government in Bangladesh for more information. The only exception is if the product is faulty or if we have sent you the incorrect size, colour, or garment. For what to do if your product is faulty or if we have sent you the incorrect garment, please refer to our 'FAQ's section for more information.

Can I arrange to collect my order instead of having them couriered?
Unfortunately we do not have any click & collect option for our online store at this stage. All orders cannot be picked up & will be couriered to the address provided.

Do you ship internationally outside of Bangladesh?
Yes we ship our products outside of Bangladesh & around the World.

How much does delivery cost?

Shipping within Bangladesh:
US $2-5 Equivalent BD Taka Flat rate for all orders under $49.00 (BD) (Excluding big and bulky items).
- Shipping free for all orders over $49.00 (BD).
Additional shipping costs for large and heavy orders:
Big and bulky items (such as toys or large accessories) will not be included in our free delivery policy and will incur additional delivery charges beyond our standard $5 delivery charge.
If multiple bulky items are purchased they will each incur their own delivery charge.
All BD orders are sent by Toll Couriers. To contact Toll Couriers for any questions regarding the shipping or tracking of your order.

Shipping outside of Bangladesh:
We are using FedEx, DHL and UPS to ship outside shipment of Bangladesh. Shipping cost will be depend on weight and destination of country.
-Prices are subject to change without notice.
-Prices are fixed once your order is confirmed.

Can I return swimwear?
Due to hygiene reasons we do not exchange or refund swimwear. The only exception is if your swimwear is faulty or if we have sent you the incorrect style or size. In these instances we will happily meet our obligations under the consumer guarantees act.

Can my order be delivered to a PO Box address?
Courier does not deliver to PO Boxes. If you enter a PO Box address number at the time of making your order, upon delivery of your order Couriers will leave you with a calling card with the details on a nearby depot for you to pick up your parcel from.

What happens if I am not home when my order is delivered?
You are responsible to have someone at the delivery address to sign and accept the delivery. If no one is home at the time of delivery, Couriers will leave a calling card for you to either arrange re-delivery or collection of your order from a collection point.
If no calling card is left but your online tracking says ‘delivery attempted’, please contact Couriers directly as soon as possible on provided their number.
Customers can request to have their package left in a safe place on their property if they are not home when a Courier person arrives. This can be requested at the time of ordering or by calling Couriers. By authorizing Couriers to leave this item on your property neither LIMPID nor Couriers will be responsible for replacing/refunding your order if you are unable to locate it. For assistance in locating your orders placement on your property, please call Couriers on their provided contact number.

SECURITY

Is it safe to buy online using my credit card?
Yes most definitely.
We are committed to ensuring that your information is secure. To prevent unauthorized access or disclosure we have suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
We use SSL Technology, which encrypts (scrambles) your information whenever we are receiving or transferring your details on our site. This includes your credit card details, billing and delivery address. When it is encrypted, generally other computers are unable to make sense of it, therefore keeping the information private while it is being transmitted. When making an online purchase a small padlock symbol, or unbroken key will appear on your screen. This indicates that SSL Security system is operating throughout your transaction. This encrypting ensures that your details cannot be read by, or altered by outside influences.
If at any stage you don not see the padlock symbol, or the unbroken key or are unsure about your security, please do not hesitate to contact us on +8801726409046. To double check for security, look at the URL or Location Line of your browser. If you have accessed a secure server, the first characters of the address in that line should change from “http” to “https”
At LIMPID online we do our best to provide you with a safe and convenient shopping experience. LIMPID limits the number of employees that have access to the databases that contain personal data and employees are advised of the importance of total confidentiality.

How do I re-set my password?
Simply Click on Forgot your Password? , enter email address which you have used to initially create the account and click on Reset. Please check your inbox or Junk/Spam box for a password reset email.


LIMPID E-GIFT CARDS

# What is a LIMPID eGift Card?
-Coming soon and information will be update accordingly!
# How can I redeem my eGift card?
-Information will be update soon!
# How long is my eGift card valid for?
-Information will be update soon!
# How can I check the balance of my eGift card?
-Information will be update soon!
# What is the minimum value I can put on a eGift Card?
-Information will be update soon!

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