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Customer Care

By Australian Goods Team
in Support, Policy Center
Effective: July 2026

Customer Care

The Australian Goods Bangladesh Customer Care team assists customers with orders, delivery, payments, returns, product concerns and account-related enquiries.

Australian Goods Bangladesh is an ecommerce brand owned and operated by Brands Outlet Bangladesh Ltd.

This page explains how to contact us, what information to provide, how support cases are reviewed and where to find the relevant order and customer policies.

1) Contact Options

Customers may contact us through the following available channels:

Current service hours, addresses and contact details are available on our Contact Us page.

2) What Customer Care Can Help With

Customer Care may assist with:

  • Order confirmation
  • Order status and tracking
  • Delivery delays or failed delivery
  • Address or contact-detail changes
  • Order cancellation requests
  • Payment confirmation or failed transactions
  • Duplicate or excess payment concerns
  • Missing, incorrect or damaged products
  • Return, replacement and refund requests
  • Product packaging or authenticity concerns
  • Invoice or order-document requests
  • Account and privacy enquiries

3) Self-Service Resources

Many common questions can be resolved through the following pages:

4) Before Contacting Customer Care

To help us review the enquiry efficiently, customers should prepare the information relevant to the issue.

This may include:

  • Order number
  • Customer name
  • Registered phone number or email address
  • Product name, pack size and quantity
  • Delivery or tracking reference
  • Payment transaction reference
  • Photographs or video
  • Batch, lot and expiry information
  • A clear description of the requested resolution

5) How We Handle a Support Case

A support case may generally involve the following steps:

  1. Submission: the customer contacts us and explains the issue
  2. Identification: we locate the relevant order, payment or customer record
  3. Verification: we may request additional information or evidence
  4. Review: the issue is assessed under the applicable policy
  5. Coordination: we may contact a courier, payment provider, warehouse or relevant internal team
  6. Outcome: we provide available next steps or a decision
  7. Closure: the case is recorded as resolved or closed when no further action is required

6) Case References & Communication

Where available, we may provide a case, order or return reference.

Customers should keep relevant references and continue the same email thread or message conversation where practical.

Using multiple support channels for the same issue may create duplicate cases and delay review.

7) Response & Resolution Times

We aim to respond within a reasonable period during published service hours.

Response and resolution times may depend on:

  • Enquiry volume
  • Issue complexity
  • Availability of customer evidence
  • Courier or payment-provider response
  • Product inspection
  • Supplier or manufacturer clarification
  • Public holidays or operational disruption

A first response does not necessarily mean that the case can be resolved immediately.

8) Priority Cases

We may prioritise cases involving:

  • Potential product safety concerns
  • Leakage or contamination
  • Material packaging damage
  • Incorrect baby, health or nutrition product
  • Suspected unauthorised payment
  • Privacy or account-security concern
  • Time-sensitive order interception

Priority classification affects review order but does not guarantee a specific outcome.

9) Delivery Support

For delivery enquiries, provide:

  • Order number
  • Tracking reference where available
  • Recipient name
  • Registered phone number
  • Complete delivery address
  • Description of the delivery issue

We may review the order status or contact the courier. Courier investigations and delivery updates remain subject to courier availability and response.

Full delivery terms are available in our Shipping & Delivery page.

10) Payment Support

For payment enquiries, provide:

  • Order number where available
  • Payment method
  • Transaction reference
  • Payment amount
  • Approximate transaction date and time
  • Screenshot where reasonably available

Do not send:

  • Full card number
  • Card security code
  • Mobile-wallet PIN
  • Password
  • OTP

Review our Payment Methods page for payment procedures and transaction support.

11) Return, Replacement & Refund Support

Customers requesting a return, replacement or refund should provide:

  • Order number
  • Product name and quantity
  • Reason for the request
  • Photographs or video where relevant
  • Packaging and seal information
  • Batch and expiry details where available

Customer Care may provide return instructions, request additional evidence or arrange inspection where required.

A support request does not automatically guarantee a return, replacement or refund.

Eligibility and remedies are governed by our Returns & Refund Policy .

12) Authenticity Concerns

Customers with an authenticity concern should:

  1. Stop using the product where safety is uncertain
  2. Keep the product and original packaging
  3. Provide the order number
  4. Send clear photographs of the product and packaging
  5. Include batch, lot and expiry details where available
  6. Explain the specific concern

We may review order records, packaging details, supplier information and available manufacturer or brand information.

An authenticity concern is not automatically treated as a confirmed counterfeit finding.

Review:

13) Product Information Enquiries

Customer Care may assist with general product information available from:

  • Product labels
  • Manufacturer materials
  • Website product pages
  • Available regulatory or supplier information

Customer Care does not provide personalised medical diagnosis, treatment or prescribing advice.

Customers should consult an appropriately qualified healthcare professional for advice based on individual health conditions, medicines, pregnancy, breastfeeding or child nutrition.

Review our Medical Information Disclaimer .

14) Experience Center Support

Selected customer-service matters may be handled through the Experience Center, including:

  • Order collection
  • Approved return drop-off
  • Product inspection
  • Order or invoice assistance
  • General customer support

Customers should contact us before visiting for a return, inspection or case review.

Visit the Experience Center page for current location and service information.

15) Privacy & Identity Verification

We may request reasonable information to verify:

  • The customer’s identity
  • Order ownership
  • Payment ownership
  • Delivery details
  • Eligibility for a refund or account change

Only provide information reasonably relevant to the case.

Personal information is handled according to our Privacy Policy .

16) Escalation & Further Review

A customer may request further review where:

  • The issue remains unresolved
  • The customer has additional evidence
  • A policy decision appears to have been applied incorrectly
  • The case involves a significant safety, privacy or payment concern

When requesting escalation, provide:

  • Order or case reference
  • Summary of the issue
  • Previous response received
  • Reason for requesting further review
  • Any additional evidence

Further review does not guarantee a different outcome.

17) Communication Standards

We aim to communicate respectfully, clearly and professionally.

Customers are also expected to communicate without:

  • Threats
  • Harassment
  • Discrimination
  • Abusive language
  • Repeated spam
  • Deliberately false information

We may limit or end a communication where abuse, harassment, fraud or security risk is present, while still preserving any applicable customer remedy.

18) Support Limitations

Customer Care cannot:

  • Guarantee courier delivery dates
  • Override payment-provider processing times
  • Approve a refund without required review
  • Provide confidential supplier or commercial records without authorisation
  • Provide personalised medical diagnosis or treatment
  • Confirm unsupported product claims
  • Resolve issues relating to purchases from unrelated sellers

19) Changes to Customer Care Services

We may update customer-service channels, hours, procedures and escalation arrangements as operations change.

Current contact details and service information will be published on the relevant website pages.

Frequently Asked Questions

Quick answers about contacting Customer Care, evidence, response times and case escalation.

Provide your order number, registered contact details, a clear description of the issue and any relevant photographs, tracking details or transaction references.

We aim to respond within a reasonable period during published service hours. Complex cases may require additional review, inspection or third-party coordination.

No. Refund eligibility depends on the applicable policy, evidence, product condition, payment status and review outcome.

Use one primary channel where possible. Multiple messages about the same issue may create duplicate cases and delay review.

General visits may be possible, but customers should contact us before visiting for a return, inspection or case review.

Yes. Provide the case or order reference, explain why you disagree with the outcome and include any new evidence. Further review does not guarantee a different decision.

No. Never share a wallet PIN, password, CVV or OTP with Customer Care through phone, email, WhatsApp or chat.

Last updated: July 2026

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