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HELP
General FAQs
Welcome to APEX FAQ sections. How can we help you?
How do I create an account on Apex?
You can create an account on Apex by entering and verifying your mobile number. Click on “Register” and fill up the form to create your Apex account.
How do I log in to Apex? I used to sign in with email, Google/Facebook.
For older users of Apex who used to log in via email/Google/Facebook, enter your mobile number and OTP, then select your method of login under “Already have an account?”. Once you have entered the details, you will be logged in to your account. Next time, you can use your mobile and OTP for easy login.
Why am I asked for a password after entering the OTP while trying to log in?
Apex security policy sometimes requires you to enter your password if you have not logged in with an OTP for a very long time. This is done to ensure that no one else can access your account after you have discarded your mobile number and it is assigned to someone else as per government policy.
Can I still use a password to log in to Apex?
You can log in with your mobile number and password. This works if your mobile number is verified on your account. To log in with your mobile number and password, enter your mobile number and click “Continue”. On the OTP page, you will find the option to log in with a password. However, it is highly recommended that you log in with an OTP for convenience and security.
What if I do not receive an OTP due to poor network connectivity?
If you are not receiving an OTP, use the “Login with password” option to log in to your Apex account. You will get the OTP by email too.
How do I recover my account?
You can go to the account log-in option and select ‘Forgot Password’. You will receive an email with a password recovery link at your registered email address.
How can I change the mobile number that I use to log in to Apex?
You can log in to your account and change it from Profile > Edit Profile.
Why is my account locked?
Apex locks your account for a specified time period or permanently in case there are too many failed login attempts. This is for the security of your account. You should be able to gain access to your account by resetting your password or calling customer care for further help.
How do I register for Apex Rewards?
If you have made a purchase of Tk. 1700 or above, our store manager will register you for the Apex Rewards Program with your phone number. We have created this program only for our regular/loyal customers, who will be able to enjoy the perks of discounts or offers designed especially for them.
Please see the link – https://apex4u.com/apex-rewards
Please see the link – https://apex4u.com/apex-rewards
Orders FAQs
Can I buy shoes online without trying them on?
Buying shoes online without trying them on is not a problem if you know your size correctly. This is because, in Bangladesh, almost every shoe company follows a standard sizing system.
How do I place an order on Apex?
Easy!
Following are the steps to place your order successfully:
Step 1:
Go to the product details page and click “Add to cart”
Step 2:
Select the color & Size
Step 3:
Click Buy now
Step 4:
Place Address
Step 5:
Select Payment methods (Here customers also get the Apex Reward Points option)-To apply the voucher, click “View Offer”
Step 7:
Confirm your order.
That is it! You are all done.
If you need any help along the way, give us a call at +880 – 9617223344, every day from 10:00 a.m. to 7:00 p.m., so we can talk you through it.
Following are the steps to place your order successfully:
Step 1:
Go to the product details page and click “Add to cart”
Step 2:
Select the color & Size
Step 3:
Click Buy now
Step 4:
Place Address
Step 5:
Select Payment methods (Here customers also get the Apex Reward Points option)-To apply the voucher, click “View Offer”
Step 7:
Confirm your order.
That is it! You are all done.
If you need any help along the way, give us a call at +880 – 9617223344, every day from 10:00 a.m. to 7:00 p.m., so we can talk you through it.
Can I place an order for a product that is out of stock?
We regularly update our product range with new items, but occasionally, you may miss out on something. Enter your email address in the Notify Me box next to the product, and you will be the first to know when it’s back in stock.
Where do I get the size guide?
You will get the size guide in the product details section.
I was disconnected from the Internet while my order was being processed. How do I complete my order?
If a Thank You screen has not been displayed, it means your order hasn’t been processed. Restart the process and try again.
Are these prices equal to the MRP? Is there any extra tax?
All prices are equal to the MRP retailed at the stores. All prices mentioned on this site are final prices, inclusive of taxes in Bangladesh.
How do I check the status of my order?
Please tap on the “My Orders” section under the main menu of the website to check your order status.
How can I pay with Apex Rewards points?
Step 1:
Go to the product details page and click “Add to cart”
Step 2:
Select Color & Size
Step 3:
Click Buy now
Step 4:
Place Address
Step 5:
Select Payment methods (Here you will get the Apex Reward Points option)
Go to the product details page and click “Add to cart”
Step 2:
Select Color & Size
Step 3:
Click Buy now
Step 4:
Place Address
Step 5:
Select Payment methods (Here you will get the Apex Reward Points option)
How can I use the voucher code?
Step 1:
Visit apex4u.com
Step 2:
Login/Register yourself with your voucher code received mobile number/email id
Step 3:
Add your desired products to the shopping cart
Step 4:
Once you finish adding your products, Click ‘View Cart’
Based on your bill amount, type the voucher code and click ‘Apply Coupon’
Step 5:
Please select payment mode Cash on delivery
Visit apex4u.com
Step 2:
Login/Register yourself with your voucher code received mobile number/email id
Step 3:
Add your desired products to the shopping cart
Step 4:
Once you finish adding your products, Click ‘View Cart’
Based on your bill amount, type the voucher code and click ‘Apply Coupon’
Step 5:
Please select payment mode Cash on delivery
How do I know the material details of the product?
Please check the material information on the product details page.
How can I check if Apex delivers to my area code?
Apex delivers all over Bangladesh.
How are orders placed on Apex delivered to me?
All orders placed on Apex are dispatched through our own courier service – Apex Logistics, or through other courier partners.
What will be the delivery charge?
The delivery fee is 80 BDT within Dhaka and 100 BDT outside of Dhaka.
Does Apex deliver products outside Bangladesh?
At this point, Apex delivers products only within Bangladesh.
How can I get my order delivered faster?
Sorry, currently we do not have any service available to expedite the order’s delivery.
How many times will exchange be available?
An exchange can be done once.
Which products cannot be exchanged?
Discounted products and undergarments cannot be exchanged.
Where can I exchange my product?
You can exchange the purchased items through any Apex’s own retail outlets under the terms of this Exchange Policy.
Is it possible to process exchange requests through a call centre?
Apex will not accept any exchange requests through the call center. You need to place exchange requests through email at customercare@footwearltd.com
Shipping FAQs
What if I am not at home when my order arrives?
Once our delivery partner receives your order, they will dispatch it directly to your address. If you are unavailable when they arrive, they will make two more delivery attempts. If you are still unavailable after the third attempt, your order will be returned to us.
Call us at +880 – 9617223344, Every day from 10:00 a.m. to 7:00 p.m., and we will schedule another delivery in one to two business days.
Is my order confirmed?
You will receive an email and an SMS with the order confirmation. Please contact our customer care: customercare@footwearltd.com or +880 – 9617223344
When will I receive my order?
Orders placed inside Dhaka will be delivered within 4 to 5 business days, and orders placed outside Dhaka will be delivered within 7 to 8 business days. During sales or promotional events, we do get a little busy and may require an additional 2 to 3 business days to deliver your order.
How can I track my order?
Please call our customer care: at +880 – 9617223344, every day from 10:00 AM to 7:00 PM
How do I find out if Apex delivers to my location?
Please contact our customer care: at +880 – 9617223344, every day from 10:00 AM to 7:00 PM
I have received a damaged product, what should I do?
If you receive a damaged product, please initiate a return, or reach out to us at customercare@footwearltd.com or +880 – 9617223344. Within 30 days, the original cash memo is required. We will resolve the issue to your satisfaction.
My shipping address and billing address may be different. Will that be a problem?
Not at all. You can choose to have separate shipping and billing addresses. Our team will deliver the order to your shipping address.
Do you deliver internationally?
We do not deliver internationally at the moment. You can place your orders from anywhere in the world if the shipping address is in Bangladesh.
Can I request different items from my bag to be delivered separately?
Unfortunately, at the moment, we can’t ship different products in the same bag to separate addresses. We hope we can make this happen for you soon.
What should I do if I miss my delivery?
We understand that you cannot wait at your delivery address all the time, and that is exactly why we will try to attempt delivering your order twice, each attempt on a consecutive day. Therefore, if you have missed the delivery, please do not worry, we will try to reach you again.
Apex Rewards FAQs
What is “Apex Rewards”?
Apex Rewards is a reward-based loyalty program for Apex customers. It provides members with the opportunity to discover and win many exciting rewards and exclusive benefits while earning loyalty points.
How can customers register for Apex Rewards Program?
Customers who spend Tk. 1,700 or more are eligible for membership. Registration requires a valid name and mobile phone number.
How many membership tiers are there for the Apex Rewards Program?
There are four membership tiers for the program.
- Regular: Customers spending 1700-2499 yearly are eligible for Regular membership.
- Silver: Customers spending 2500-7499 yearly are eligible for Silver membership.
- Gold: Customers spending 7500-14999 yearly are eligible for Gold Membership.
- Platinum: Customers spending 15000 and above yearly are eligible for Platinum membership.
Customers will get 100 welcome bonus points when they register for the Apex Rewards Program for the first time.
What is MTB Platinum Tier?
Platinum members with MTB credit cards are eligible for MTB Platinum membership. Once they register as MTB Platinum members, they will receive 2000 Tk. welcome cashback. On top of this, they are also eligible for all benefits reserved for platinum members.
Can customers register at discount stores and franchisee stores?
Customers can register at Apex retail stores only.
How can members earn points?
- Regular members can earn 1 point for every 200 Tk. purchase
- Silver members can earn 2 points for every 200 Tk. purchase
- Gold members can earn 4 points for every 200 Tk. purchase
- Platinum members can earn 5 points for every 200 Tk. purchase
What is the value of points, and how can members use them?
1 point is equivalent to 1 taka. Members can redeem points while they are shopping unless stated otherwise.
How many points can be redeemed at the maximum per transaction?
A maximum of 2000 points can be redeemed per transaction.
What is the minimum number of points that can be redeemed per transaction?
A minimum of 100 points can be redeemed at a time.
What is the validity of the points?
Points will be valid for one year only, unless otherwise mentioned. Validity may be different for special campaign points, which we will communicate with customers separately.
Can members redeem as many points as they want?
Yes, but points need to be redeemed in multiples of 50 with a minimum of 100 points per transaction, and a maximum of 2000 points per transaction can be redeemed.
Will members receive an OTP when redeeming their points?
Yes, members will receive an OTP SMS. The OTP will then be verified by the cashier.
Can members redeem points at any outlet?
Members can redeem points at any Apex outlet, except discount and franchise outlets.
Can birthday/anniversary coupons be redeemed on discounted products?
Any coupon, unless stated, will not be applicable to discounts or another ongoing campaign.
What are the other deliverables for members to redeem points?
Members must provide their mobile numbers at the cash counter to earn & redeem points against their purchase(s)
Is there a welcome gift for new members when they join?
Yes, when a member joins for the first time, they receive 100 welcome points.
When a new member joins, will he get points for every 200 Taka spent on the same purchase or from the next purchase?
The members will get points from the same purchase. For example, if a member joins the program with a purchase value of 1700 taka, they will get 8.5 points (1700/200) along with 100 welcome points. His total points will be (100 + 8.5) 108.5 points.
How will point allocation work when members upgrade from one tier to another?
Members will get points as per the tier they are members of. Whenever their purchase value matches with a tier’s minimum entry point, they will start getting points according to the respective tier’s point allocation method.
For example, Silver members (entry point 2500 Tk.) get 2 points every 200 Tk. and Gold members (entry point 7500 Tk.) get 4 points every 200 Tk.
If a customer who is a silver member, who has already purchased 6000 Tk. in a year, makes a 4000 taka purchase on his next transaction to upgrade to Gold member, for 1500 Tk. (7500-6000) he will get 2 points per 200 Tk. spent and for the rest of 2500 Tk. (4000-1500) he will get 4 points per 200 Tk. spent since at this point he became a Gold member.
Members will receive points based on the tier they are in. When their purchase value matches a tier’s minimum entry point, they will begin receiving points according to the point allocation method for that tier.
Silver members (entry point 2500 Tk.) receive 2 points for every 200 Tk., while Gold members (entry point 7500 Tk.) receive 4 points for every 200 Tk.
If a customer who is a silver member, who has already purchased 6000 Tk. in a year, makes a 4000 Tk. purchase on his next transaction to upgrade to a gold member, for 1500 Tk. (7500-6000) he will get 2 points per 200 Tk. spent and for the rest of 2500 Tk. (4000-1500) he will get 4 points per 200 Tk. spent since at this point he became a Gold member.
Will points be issued for discounted products?
If in one invoice there are two items and one of them is at a discounted price, points will be issued only on the non-discounted item. The point will not be issued against the discounted product.
Will points be issued for an online purchase?
Points will be issued for online purchases but in this case, customers have to make their purchase from apex4u.com.
Can people redeem points from an online purchase?
Yes, if they purchase from apex4u.com.
Can Apex Footwear employees register for ‘Apex Rewards’?
Apex Footwear employees cannot register for ‘Apex Rewards’.
Details can also be found at this link: https://apex4u.com/apex-rewards
Details can also be found at this link: https://apex4u.com/apex-rewards
Can people redeem their points at the franchise store?
Yes, customers can redeem their points at franchise stores.
Click & Collect FAQs
What is Click & Collect?
Click & Collect allows you to order online and pick up your purchase free from a selected Apex store.
How can I order with Click & Collect?
You can check for store pickup eligibility while selecting the product, and on checkout, select the store nearest to you from the options offered.
Which items can I order with Click & Collect?
You can order anything from our online collection.
Which stores offer Click & Collect?
You can see the list of available stores during checkout.
Is there any charge for Click & Collect?
There is no charge for Click & Collect. It is a complimentary service.
How do I know if my order is confirmed or not?
You will receive an order confirmation e-mail with the order number.
How can I track the status of my order?
You can track the status of your order by contacting customer care. Aside from that, we will send you a Ready for Collection email when your order is ready.
What is your customer care address?
Our customer care email address is: customercare@footwearltd.com or call +880 – 9617223344 (Every day from 10:00 AM to 7:00 PM)
When will I know I can pick up my order?
We will send you a Ready for Collection email when your order is ready.
or
You will receive an order confirmation call advising that your order is ready for collection.
or
You will receive an order confirmation call advising that your order is ready for collection.
Where should I go to pick up my order?
You can pick up your order from your nominated Apex store.
Can someone else collect my order on my behalf?
Yes, they can. You can nominate someone else to pick up your order during the checkout process. If you’re sending someone else to pick up your order, they need to bring: their own valid photo ID, an online invoice copy, and the order number.
How long are orders kept for collection?
Click & Collect orders will be kept for 30 days from the day you place them. After 30 days, your order will be cancelled, and we will contact you to arrange a refund. Please allow sufficient time for the refund to appear in your account.
Can I cancel my Click & Collect order?
You can cancel your Click & Collect order by contacting customer care within 24 hours.
My order was confirmed, but I have been notified that an item is out of stock. Why is this?
On occasion, an item in the store may be damaged or missing, and we will only find out when we pick up your order. Although this does not happen often, we will contact you to arrange a refund or replacement item in this instance.
How do I find the nearest Apex Store?
Click visit the link https://www.apex4u.com/Store-Locator
OR
Please contact our customer care at +880 – 9617223344, every day from 10:00 a.m. to 7:00 p.m.
OR
Please contact our customer care at +880 – 9617223344, every day from 10:00 a.m. to 7:00 p.m.
Can Apex Rewards Program members redeem points at any outlet?
Members can redeem points at any Apex outlet. Discount outlets and discount products are not covered by the Apex Rewards Program.
How can I place an exchange request at Apex stores?
You can exchange the purchased items through any of Apex’s own retail outlets under the terms of this exchange policy.