Pickup & Delivery Policy

For sellers: how pickup works

Once a customer's order is confirmed, it appears in your dashboard as Ready to Pack. You then:

1. Pack the item securely and print the Gulu Mulu shipping label from your dashboard.
2. Mark the order Ready for Pickup before 2:00pm.
3. Hand the parcel to our rider, who collects daily from your registered pickup address.

Orders marked ready before 2:00pm are collected the same working day. Anything after that goes on the next day's run. Friday is not a pickup day in most zones.

Pickup coverage

We run our own pickup fleet inside Dhaka, Chattogram, Sylhet, Khulna and Rajshahi metro areas. Outside those zones, sellers drop parcels at the nearest partner courier point and we reimburse the drop-off fee against your next payout.

Packaging standards

• Use a poly mailer or carton — never a loose plastic bag.
• Wrap fragile items (ceramics, glass bottles, cosmetics) in bubble wrap. A breakage caused by inadequate packaging is charged to the seller, not to the customer.
• Do not put promotional leaflets carrying your own phone number or external shop link inside the parcel. Attempting to take a customer off-platform is a terminable offence.

Failed pickups

If the rider arrives and the parcel is not ready, the pickup is marked failed. Three failed pickups in a month trigger a review of your shop's dispatch performance.

Returns arriving back to you

Returned parcels are delivered back to your pickup address by the same fleet. Inspect the item within 48 hours and either accept the return or raise a dispute with photographs. Silence after 48 hours counts as acceptance and the customer is refunded.