Frequently Asked Questions

ACCOUNT

How do I register?

You can easily create your own profile by clicking here to register.

I did not receive the activation email.

Please click the “Resend Activation Email” button after logging in. Check your mailbox including your spam folder.

I cannot login to my account.

Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct. Please make sure that your web browser accepts cookies. If you are still not able to access your account, please contact our Customer Service and outline the problem.

I forgot my password

If you forgot your password, just click the "Forgot?" link on “My Account” Page and we will send you an automated email with information on how to reset your password.

How can I change my password?

Log in to your account. Locate the “Account Details” and reset your password from here.

PAYMENT

What Payment Methods Are Accepted?

We accept the following forms of secure payment: (1) Pay With Credit/Debit Card (2) Pay with bKash

What currencies can I pay?

We accept several currencies. Kindly note different payment methods support different currencies when checking out.

Order & Retunrs

How do I place an Order?

Ordering online from 19bay.com is easy! When viewing an item, simply select the size, color and quantity needed and then click ‘ADD TO CART’. Once you have your desired items in your Cart, simply click the ‘CHECKOUT’ button. You will then be prompted to either sign in to your account or to create a new account. Finally, you will be directed to complete the Shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!

How long can items be stored for in my shopping bag?

The shopping bag your account is linked to will retain its contents up to 30 days. This applies to all customers.

An item added to my shopping bag was sold out.

The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item added to your shopping bag is saved for a total of 30 days, however stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible.

Do you restock items that are sold out?

Yes we restock items that are sold out.

How do I know what size to choose?

You can check the handy Sizes Guides on the product page and view our Size Charts for easy reference.

Can I cancel/make changes to the order I just placed?

It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within the hour) with your change/cancellation request details included. You are strongly advised to use our Live Chat service on our Contact Us page. This will minimize the processing delay with your order due to the changes being made.

How do I return or exchange or refund an item?

Refunds will be processed within approximately 7 to 10 business days after we receive your return. The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates. All original shipping charges are non-refundable. Please check this for details.

SHIPPING

What is the difference between the billing address and the shipping address?

The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.

Do you ship to my country?

We ship orders all over the world. If you want to know more detailed information, please check the dedicated “Shipping Info”.

How much is the shipping cost?

Generally speaking, the total shipping cost will depend on the following factors:
1. The shipment method you choose (we offer Flat Rate, Standard shipping and Expedited Shipping options)
2. The destination country that the package ships to
3. The number of items you order, as well as the total weight and volume (size) of the package.
Our advice is to log in to your account, add the items to your cart and then view the shipping fee which will be automatically calculated and displayed.

How long will it take to receive my order?

Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.) You can refer to the related information in "Shipping Info" for more details.

How can I track my order?

Please visit Track Your Order page to track your order.
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