You have no items in your shopping cart.

FAQs

GETTING STARTED

Q: How do I register?

A: To place an order,you must first create an account. Registration is a simple three step process:

  1. Go to ep.directfreshbd.com
  2. Click on 'Foodie Account' if you're ordering for your household or 'Business Account' if you're ordering for a restaurant, hotel, or retailer
  3. Enter your email and password and click ‘Sign Up’

You can also register for an account and place orders over the phone! Call us at +88 09606 444444 to get started.

Q: Does Direct Fresh deliver to my neighborhood?

A: We currently deliver to all addresses in Gulshan, Banani, Baridhara, Bashundhara, Uttara, and Dhanmondi. If you live in areas close to any of these neighborhoods and would like to place an order, please contact us via the HELP page, email ([email protected]), or call us at +88 09606 444444 and we will do our best to work out a solution.

Q: Direct Fresh doesn't deliver to my neighborhood...can I still place an order?

A: Of course!  You can place an order for Pick-Up from our office in Banani! Just select the

Q: How do I update my delivery address, email, or password?

A: Once you've signed up for an account, click on your name and icon at the top right of your screen to view and edit the 'My Account' section. If you are still having issues, please contact us via the HELP page, email ([email protected]), or call us at +88 09606 444444.

ORDERS

Q: How do I place my order?

A: Placing an order is easy!

  1. Go to ep.directfreshbd.com
  2. Click ‘Log In’ at the top right corner of the splash page.
  3. Enter your email address and password and click ‘Log In’
  4. Select the products you want by clicking 'Add to Cart.' You can adjust the quantity or remove items once they are in your cart.
  5. After completing your shopping, click on the shopping cart icon on the right side of the screen and click ‘Place Order Now' at the bottom of the cart.
  6. Review or modify your order, then press 'Proceed.'
  7. Enter or select your Delivery Address, then press 'Proceed.'
  8. Select a Delivery Date & Time, then press 'Proceed.'
  9. Choose a Mode of Payment, then click ‘Continue.’
  10. Review your order one last time and click ‘Bring me my food, Please!'
  11. You will receive an order confirmation shortly via email, and may receive a phone call to confirm your order total, delivery date/time, and mode of payment.
  12. Stay up to date on the status of your order by checking the 'Order History' section in the 'My Account' tab.

You can also place an order over the phone by calling us at +88 09606 444444.

Q: What are 'My Favorites' ?

A: 'My Favorites' is a list of products you want to have easy access to at all times without searching through the site. All the products from your previous orders are entered automatically into your favorites list, and you can add any product by clicking on the 'Add to Fav' button below 'Add to Cart.' To access 'My Favorites' simply click on the 'My Favorites' icon next to 'Most Popular' and 'Fruit & Vegetables' on the category navigation bar below the green header. Super convenient, super easy!

Q: How can I order in bulk?

A: If you would like to place an order in bulk for a restaurant, hotel, cafeteria, retailer, school, or hospital, please contact us via the HELP page, email ([email protected]), or call us at +88 09606 444444.

Q: Can I change, cancel or add items my order?

A: Yes! Please contact us via the HELP page, email ([email protected]), or call us at +88 09606 444444. we will do our best to accommodate your request. Please note, we may not be able to add additional products after 8:00 PM.

Q: What happens to my cart if I leave before checking out?

A: If you're signed in, everything will be saved. Next time you visit the site, you can pick up right where you left off!

Q: How can I check on my order?

A: It is super easy to check the status of your order. Click on your name and icon at the top right of your screen to enter the

Q: Why is my order late? ARGH!

A: If your order is late or has not arrived, please give us a call right away so we can help locate and expedite your order.  Please have your order invoice ready when you call, which you should have received immediately after placing your order online or over the phone.  If you have any questions about your order, please contact us via the HELP page, email ([email protected]), or call us at +88 09606 444444.

PRODUCTS

Q: How do I find products on Direct Fresh?

A: There are three ways to find products:

  1. By Category: Use the category navigation bar under the green header to sort by categories like 'Snacks & Confections,' 'Meat & Fish,' and 'Frozen.'
  2. Through Search: Use product names, descriptions, or keywords to look for a specific product or discover the full Direct Fresh range.
  3. In 'Favorites': Find staples and special items that you've saved previously by clicking on the 'My Favorites' tab in the category navigation bar.

Q: What is the Direct Fresh Guarantee?

A: We promise that every delivery we make is filled with products that are fresh and safe to eat. We hold ourselves to an international standard for food & beverage sourcing and distribution, and are committed to ensuring that the quality of our products and service are superior. If you have any questions or concerns regarding the Direct Fresh Guarantee, please contact us via the HELP page, email ([email protected]), or call us at +88 09606 444444.

Q: What if a product I ordered is out of stock?

A: In the rare instance that you've placed an order for a product that appears to be in stock but is not, you will receive an email from us before your order is delivered suggesting a replacement or informing you that a refund has been credited to your account.
If you'd like to request that we carry a specific product or would like information about our stock, please contact us via the HELP page, email ([email protected]), or call us at +88 09606 444444.

PAYMENT

Q: What are the modes of payment can I use?

A: We currently offer four modes of payment:

  1. Cash - on Delivery or at Pick-Up
  2. Local/International Credit/Debit Card - on Delivery at Pick-Up
  3. International Credit/Debit Card prepayment online
  4. Cash, Check, Local/International Credit/Debit Card prepayment in person.  Deposit credit in your account to use over time.

Please note that all card payments incur an additional 2% charge.

Q: How do I enter a discount code?

A: After pressing 'Place Order Now,' you'll have a chance to review and update your order, as well as enter a 'coupon' code for a discount

Q:Will my personal information be shared?

A: Never! Your personal information and order history are used to process orders, improve your shopping experience, and keep you up to date on news and deals from Direct Fresh. We will not release your personal information to any third party unless you have granted us explicit permission first. If you pay using a credit card, that information is processed directly by BRAC Bank and is neither gathered nor stored by Direct Fresh at any time, including if you pay over the phone. Please refer to our privacy policy for further details or contact us via the HELP page, email ([email protected]), or call us at +88 09606 444444 if you have questions.

DELIVERY

Q: When do you deliver?

A: We deliver 7 days a week, including weekends and public holidays. We offer two delivery options every day.  If you order by 12:00 PM, you will receive your groceries between 4:00 and 10:00 PM in the evening the very same day!  If you order before 8:00 PM, you will receive your groceries between 2:00 PM and 8:00 PM the following day.  If you have special delivery requests or requirements, please let us know and we will do our best to meet your needs!

Q: What's the minimum order to receive free delivery?

A: We are currently offering free delivery for orders over Tk 1,000.  Orders under Tk 1,000 are delivered for a fee of Tk 149.  Orders under Tk 1,000 that are picked up from our office, however, do not have a delivery fee.

Q: What is the fastest I can get my order?

A: We offer two delivery options every day.  If you order by 12:00 PM, you will receive your groceries between 4:00 and 10:00 PM in the evening the very same day!  If you order before 8:00 PM, you will receive your groceries between 2:00 PM and 8:00 PM the following day.  If you have special delivery requests or requirements, please let us know and we will do our best to meet your needs!

Q: Holy Toledo! I chose the wrong delivery address! Can I fix it?

A: Don't stress! Just let us know as soon as possible via the HELP page, email ([email protected]), or telephone at +88 09606 444444.

Q: Can I change my delivery date and time?

A: Of course. Please contact us via the HELP page, email ([email protected]), or over the phone at +88 09606 444444.

Q: Will you still deliver if I'm not home?

A: As long as you have left payment and instructions with someone in your building or apartment, we will deliver. Keep in mind that Direct Fresh is not responsible for the condition of your groceries after they have been delivered. If you know in advance that you will not be available to organize reception of your delivery, please let us know right away through the HELP page, email ([email protected]), or over the phone at +88 09606 444444.

Q: Who will deliver my order?

A: Direct Fresh has its own fleet of delivery vans and staff of friendly, knowledgeable, and helpful staff. Your order has been packed, shipped, and delivered with care and a smile. We hope you enjoy!

Q: How do I schedule my order for Pick-Up?

A: When you check out, select the

RETURNS AND EXCHANGES

Q: Can I return products to Direct Fresh?

A: If you are unsatisfied with your order for any reason, please let us know right away via the HELP page, email ([email protected]), or over the phone at +88 09606 444444. We will accept returns or issue credit for any product within 72 hours of delivery as long as the product is unopened, not expired, and in its original packaging.

Q: Something's wrong with my order. What do I do?

A: Please check the contents and quality of your order as soon as you receive it. While we take extreme care to ensure the quality and packing of your order, any issues regarding spoiled, damaged, incorrect, or missing products must be made within 72 hours of delivery. If you notice a problem, contact us via the HELP page, email ([email protected]), or over the phone at +88 09606 444444 and we will do our best to resolve as quickly as possible.

GWEBSITE

Q: The Direct Fresh website, shop, and/or blog are not working properly. What should I do?

A: Are you having this issue with all web pages, or just ep.directfreshbd.com? Try loading another website just to check. If you have the same issue, please contact your internet service provider.
To use the Direct Fresh online store, please ensure that you use one of the following supported browsers:

    1. Google Chrome
    2. Mozilla Firefox
    3. Safari
    4. Internet Explorer 9 or above

If you're still having problems, please contact us via the HELP page, email ([email protected]), or over the phone at +88 09606 444444.

Q: I Can't Log In! GAH! Why?

A: If you are having trouble logging in, there may be a problem with your password. Try resetting your password by selecting the 'Forget Password' option.
If you still can't get in to your account, please contact us via the HELP page, email ([email protected]), or over the phone at +88 09606 444444 and we will be happy to reset your password for you.

FEEDBACK

Q: Can I give feedback on Direct Fresh's site, service, and products?

A: PLEASE DO! We value your insights and opinion, and appreciate your taking the time to help us! Feel free to use the form in the HELP section to suggest a product, report an issue, or give us your feed back. You can also contact us directly via email ([email protected]) or over the phone at +88 09606 444444.