Legal & Customer Information
Our Policies
Everything you need to know about how we deliver, exchange, protect your data, and keep our community safe — stated clearly, without the fine print maze.
- DELIVERY POLICY
- EXCHANGE POLICY
- PRIVACY POLICY
- COMMUNITY GUIDELINES
- SAFETY ADVISORY
01
Shipping & Delivery
Delivery Policy
We partner with reliable courier services to get your Zero Kelvin order to you as quickly and safely as possible.
We partner with reliable courier services to get your Zero Kelvin order to you as quickly and safely as possible.
INSIDE DHAKA
2-4 business days
Outside Dhaka
3 – 7 business days
ORDER PROCESSING
Within 24 – 48 hours
Delivery Charge
As shown at checkout
| Zone | Estimated Time | Carrier | Tracking |
|---|---|---|---|
| Dhaka City | 2 – 4 business days | Pathao / Steadfast | Available |
| Chittagong & Major Cities | 3 – 5 business days | Steadfast / Sundarban | Available |
| Rest of Bangladesh | 5 – 7 business days | Sundarban / RedX | Limited |
- Orders placed before 12:00 PM (BST) on working days are processed the same day.
- Delivery timelines are estimates only; delays caused by courier service, natural events, or public holidays are beyond our control.
- A tracking number will be sent to your registered phone or email once the parcel is dispatched.
- Zero Kelvin is not responsible for parcels delivered to an incorrectly entered address. Please double-check your shipping details at checkout.
- For pre-order items, estimated dispatch dates are shown on the product page.
Note: During sale events, Eid, or high-demand periods, processing times may extend by 1 – 2 extra business days. We appreciate your patience and will keep you updated via SMS or email.
02
Returns & Exchanges
Exchange Policy
We want every fit to be right. If something isn’t perfect, here’s how we make it right.
We want every fit to be right. If something isn’t perfect, here’s how we make it right
Exchange Window: All exchange requests must be raised within 7 days of delivery. Items must be unworn, unwashed, and in original condition with all tags attached.
| Reason | Eligible? | Resolution |
|---|---|---|
| Wrong size delivered | Yes | Free exchange for correct size |
| Manufacturing defect | Yes | Free replacement or store credit |
| Wrong item delivered | Yes | Correct item dispatched at no cost |
| Size preference change | Conditional | Exchange with return courier cost on customer |
| Change of mind / color | No | Not eligible |
| Washed / worn / altered item | No | Not eligible |
- To initiate an exchange, contact us at zerokelvins0@gmail.com or call 01705735367 with your order ID and photos of the item.
- For defective or wrong items, Zero Kelvin bears the full cost of return pickup and re-delivery.
- Exchanges are processed within 3 – 5 business days after we receive and inspect the returned item.
- Sale, discounted, and promotional items are not eligible for exchange unless they arrive defective.
- We do not offer cash refunds. Store credit will be issued for eligible cases where the original item is unavailable.
- Custom or made-to-order pieces are final sale and cannot be exchanged.
03
Data & Privacy
Privacy Policy
Your trust matters to us. We collect only what we need, protect what we hold, and never sell your data.
Your trust matters to us. We collect only what we need, protect what we hold, and never sell your data.
This policy applies to all visitors and customers of zerokelvin.shop. By using our website or placing an order, you agree to the collection and use of information as described below. Last updated: May 2026.
What We Collect
Name, address, phone, email, order history, device & browsing data
How We Use It
Order fulfilment, customer support, marketing (opt-in only), site improvement
Data Security
SSL encryption, secure payment gateways, no storage of card details
Third Parties
Courier partners and payment processors only — never advertising brokers
Exchange Window: All exchange requests must be raised within 7 days of delivery. Items must be unworn, unwashed, and in original condition with all tags attached.
04
Platform Rules & Standard
Community Guidelines
Zero Kelvin is built on trust — between us and every customer, reviewer, and follower. These guidelines keep our space honest, inclusive, and welcoming for everyone.
Zero Kelvin is built on trust — between us and every customer, reviewer, and follower. These guidelines keep our space honest, inclusive, and welcoming for everyone.
Who This Applies To
All customers, reviewers, and followers across our website & social channels
Reviews & Comments
Must be genuine, respectful, and relevant to the product or experience
Our Commitment
We moderate fairly, respond to reports promptly, and act without bias
What We Discourage
- Abusive, discriminatory, or threatening language directed at our team, other customers, or any individual.
- Spam, repetitive promotional content, or unsolicited advertising in our comment sections or DMs.
- Sharing false or misleading information about Zero Kelvin products, pricing, or policies.
- Impersonating Zero Kelvin staff, creating fake store pages, or operating as an unauthorised agent.
- Fraudulent orders, intentional chargebacks, or systematic abuse of our exchange or discount system.
- Posting personal information of others without their consent in any Zero Kelvin-affiliated space.
Report a violation: If you encounter behaviour that violates these guidelines — including fake Zero Kelvin pages or abusive content — please report it to zerokelvins0@gmail.com with screenshots. We take all reports seriously and respond within 2 business days.
05
Product Care & Platform Safet
Safety Advisory
Guidance on product care, children’s garment safety, and how to shop securely on our platform.
Guidance on product care, children’s garment safety, and how to shop securely on our platform.
Product Care & Safety
- Always follow the care label instructions attached to each garment. Incorrect washing can damage fabric and may void exchange eligibility.
- Some garment dyes, especially in hand-crafted pieces (Nakshi Kantha, Block prints), may bleed on first wash. Wash separately in cold water for the first 2 – 3 washes.
- Children's garments: check all buttons, drawstrings, and embellishments regularly for wear. Loose parts can be a choking hazard for children under 3.
- Denim pieces may contain indigo dye that can transfer onto light surfaces when wet. Allow to fully air-dry before wearing.
- Do not leave delicate fabrics (sarees, silk, muslin) exposed to direct sunlight for extended periods as this may cause fading.
Questions about any of our policies? Reach us Sunday – Thursday, 10:30 AM – 5:00 PM at 01705735367 or write to zerokelvins0@gmail.com. We typically respond within one business day.
