Question 1

What is MONER KAJ?

Accepted Answer

Moner Kaj is an online marketplace in Bangladesh where people living with — or recovered from — mental health challenges, and neurodivergent people, sell what they make, offer services, and build new skills. Every product on the site is made by hand.

Question 2

Do I need an account to shop?

Accepted Answer

You can browse everything without an account. To place an order you will need one, because the order needs a delivery address and a way to reach you. Registering takes a phone number or an email address, which we verify with a one-time code.

Question 3

How do I create an account?

Accepted Answer

Click "Register" on the top right and fill in your details. You can also sign in with Google for a faster experience.

Question 4

Can I use the site in Bangla?

Accepted Answer

Yes. Use the EN / বাং switch in the header to change language at any time. Your choice is remembered on this device, so it stays put as you move between pages and after you log out.

Question 5

What are points and how do I earn them?

Accepted Answer

You earn points when an order is delivered. Once you have at least 500 points you can spend them on a future order — 5 points is worth ৳1, and points are redeemed in multiples of 500. Your balance and full history are under My Points in your dashboard.

Question 6

Can I cancel my order?

Accepted Answer

Yes, you can cancel your order as long as it has not been processed yet. Go to My Orders in your dashboard and click Cancel.

Question 7

How do I place an order?

Accepted Answer

Add what you want to your cart, then go to checkout. You will confirm your delivery address, choose how to pay, and review the total before the order is placed. You will get a confirmation by email as soon as it goes through.

Question 8

How do I track my order?

Accepted Answer

Log in and open My Orders from your dashboard. Each order shows its current stage — received, processing, shipped, or delivered — along with everything you ordered and the invoice.

Question 9

Can I cancel an order after placing it?

Accepted Answer

You can cancel yourself while the order is still at the received stage — open it under My Orders and use Cancel Order. Once the maker has started preparing it the status moves to processing and the Cancel button is no longer available; contact support and we will see what can be done.

Question 10

Why do handmade items take longer?

Accepted Answer

Most pieces are made in small batches by one person, and many of our makers work at a pace that suits their recovery. If something you ordered needs to be made rather than picked off a shelf, we say so on the product page.

Question 11

What payment methods are available?

Accepted Answer

We currently accept Cash on Delivery (COD) only. You pay when your order arrives at your door.

Question 12

Are there any extra charges?

Accepted Answer

A delivery charge applies based on your location. Delivery is ৳60 inside Dhaka and ৳120 outside Dhaka.

Question 13

What payment methods can I use?

Accepted Answer

You can pay with bKash, or with cash on delivery when the courier hands over your parcel. Both options appear at checkout.

Question 14

Is paying by bKash safe?

Accepted Answer

Yes. You complete the payment on bKash's own secure page and come back to Moner Kaj afterwards. We never see or store your bKash PIN.

Question 15

Do you have a discount code box?

Accepted Answer

Yes — enter your coupon at checkout and the discount is applied to the total straight away. You can use a coupon and your points on the same order.

Question 16

Where do I find my invoice?

Accepted Answer

Open the order under My Orders and use the invoice link there. It is printable and shows every line of the order, including any coupon or points discount.

Question 17

What is your return policy?

Accepted Answer

If you receive a damaged or incorrect item, please contact our support team within 48 hours of delivery with photos of the issue.

Question 18

What if my item arrives damaged?

Accepted Answer

Contact support with your order number and a photo of the damage. We will arrange a replacement or a refund — you will not be asked to cover the cost of something that arrived broken.

Question 19

What if the item is not what I expected?

Accepted Answer

Get in touch and tell us what is wrong. Handmade pieces vary a little from one to the next — that is the nature of the work — but if what arrived does not match the listing, we will put it right.

Question 20

How long does a refund take?

Accepted Answer

Once a refund is agreed, bKash payments are returned to the number you paid from. Cash-on-delivery orders are refunded to a bKash number you give us. Either way it is usually a few working days.

Question 21

Do I get my points back on a refund?

Accepted Answer

Yes. Points you spent on a refunded order are returned to your balance, and any points that order earned are removed. You can check both in My Points.

Question 22

How long does delivery take?

Accepted Answer

Delivery typically takes 3-5 business days for Dhaka and 5-7 business days for outside Dhaka.

Question 23

What are the delivery charges?

Accepted Answer

Delivery charge is ৳60 inside Dhaka and ৳120 outside Dhaka.

Question 24

How much is delivery?

Accepted Answer

Delivery is ৳80 inside Dhaka and ৳130 anywhere else in Bangladesh. The exact charge is shown at checkout before you confirm the order.

Question 25

Where do you deliver?

Accepted Answer

We deliver anywhere in Bangladesh through courier partners. We do not ship outside the country at the moment.

Question 26

How long will my parcel take?

Accepted Answer

Once an order is shipped, courier delivery usually takes 1–3 days inside Dhaka and 3–5 days elsewhere. Items still being made take longer to reach the shipping stage — your order page shows where it has got to.

Question 27

Can I change my delivery address after ordering?

Accepted Answer

Contact support as soon as you can. If the parcel has not been handed to the courier we can usually update it. Once it is on its way the address is fixed.

Question 28

How can I sell on MONER KAJ?

Accepted Answer

Click "Become a Vendor" and fill in your registration form with your business details and required documents. Your application will be reviewed by our admin team.

Question 29

How long does vendor approval take?

Accepted Answer

Vendor applications are typically reviewed within 2-3 business days.

Question 30

Who can sell on Moner Kaj?

Accepted Answer

Moner Kaj is for people with lived experience of mental illness and for neurodivergent people who make things by hand or offer a service. You do not need a registered business or a shop.

Question 31

How do I apply to become a seller?

Accepted Answer

Use the vendor registration form to tell us about yourself and your craft. We will email you when your application has been reviewed, and again once your shop is approved and ready to open.

Question 32

How long does approval take?

Accepted Answer

Applications are read by a person, not a script, so it takes a few working days. If we need anything more from you we will ask by email rather than reject the application outright.

Question 33

Can I sell a service instead of a product?

Accepted Answer

Yes. Approved sellers can list bookable services alongside products, and customers book a slot the same way they buy an item.

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