How can we help?
Track an order, find a quick answer, or write to us.
Questions
Short answers to the questions we hear most.
Ordering
Where can you buy from?
From online stores in the UK and Europe (Buy For Me), and from checked shops in Kurdistan and Iraq and our own store (our Shop). Stores in the USA, the Gulf (UAE) and China are coming soon.
How does Buy For Me work?
Send us the product link in the app. Our team checks it and sends you one price: item + service fee + delivery + estimated customs. If you are happy, you pay in the app. We buy the item, and it goes to our partner hub in the UK or Germany. From there it travels to you in Iraq.
Are there items you cannot send?
Yes. Some items cannot go on some routes. Our team checks every request. If an item cannot go on your route, we tell you before you pay.
Can I buy from different shops in one order?
Yes. In our Shop you pay once, even when your items come from different shops.
Can I send an order as a gift?
Yes, for delivery in Iraq. Choose "Send as a gift" and add a card. The price is hidden. We ask for the receiver's first name and phone number. Only the driver sees them.
Can someone else pay for my order?
Yes. Use "Ask someone to pay" to send a payment link. The link works for 30 minutes. It shows only the total, the order number and your first name. You can send a new link; the old one then stops working.
Prices and payment
What is included in my price?
For Buy For Me you get one price with four parts: the item, our service fee, delivery and estimated customs. You see each part before you pay. In our Shop, the checkout shows your total before you pay. "What will it cost?" in the app gives an estimate only.
Can my price change?
We never change a price silently. If a price must change, we send you the new price, and we only go ahead after your OK. "Buy again" always gives you a new price.
How can I pay?
You pay in the app. In Iraq, you pay through Wayl. We do not store your card number.
Shipping and customs
How does my parcel travel?
Between Europe and Iraq, by road. For the UK: by road. Coming soon: from China and the USA to the UAE by air, and from the UAE to Iraq by air or by road — you choose.
How long does delivery take?
About 2–3 weeks. Delivery times are estimates, not promises. Customs checks can add time.
How are customs worked out?
Your price includes estimated customs. It is an estimate. The customs broker decides the final amount. Your price will not change, even if the final customs amount is different.
Can you write a lower value to pay less customs?
No. We declare what you really paid. We never lower values, split parcels or change categories to pay less.
Can my parcels wait and travel together?
Yes, with "Wait and combine". Your parcels can wait at the hub for up to 14 days, free. We remind you on day 7 and day 12. After 14 days, they go in the next box, at no charge.
Tracking
How do I track my order?
In the app, open your order. Or use Track order on this page, with your order number and the phone number or e-mail you used. Every step is scanned. In the app you can also turn on a delivery reminder (quiet hours: 22:00–08:00, your time).
Can I change my delivery address?
Yes, in the app. Only to an address in the same city, and only before your parcel is "out for delivery". You confirm the change with a code.
Can I see my driver on a map?
No, there is no live map. In Iraq, the app shows how many stops are before you, and tells you when "Your driver is near".
Returns and refunds
How do I return an item?
In the app, in 4 steps: choose the item, tell us what is wrong, add up to 3 photos, and choose a refund or an exchange. An exchange is a new request (for Buy For Me, at today's price).
Who pays for the return?
We sent the wrong item or size, or it is damaged, or not as shown: you pay no return postage. Please add at least one photo.
It does not fit, or you changed your mind: you pay the return postage and any store fee. We show you the cost before you confirm, and we take it from your refund. If the cost is more than your refund, we suggest you keep the item.
How long do I have to return an item?
You can return an item only while it is inside its return time. The return time depends on the store or shop.
When do I get my money back?
We send the money back to the way you paid, within 7 working days after we approve your return.
What if my parcel is lost or damaged?
Tell us in the app: open the order and choose "Return or report a problem". Add photos. Please tell us within 5 days after delivery. We are not an insurance company.
Account and privacy
What does the parcel label show?
Our parcel label shows only a general category and the number of items (for example "Cosmetics · 3 items"), and handling words such as FRAGILE, LIQUID, BATTERY or THIS SIDE UP. It never shows your name, address, price or item list. Our tracking page doesn't show them either.
How do I talk to a person?
In the app, open "Customer help" and write to our team. Never send card numbers or passwords.
For shops
How can my shop sell on Gvand Orbit?
Apply on our "Sell with us" page. We check every shop before it can sell, and our staff approve each product.
When does my shop get paid?
Every Thursday, after a waiting time: 14 days after delivery (7 days for orders inside Iraq), and only after our checks.
Can my shop advertise?
Yes, for example with Shop stories: one photo, booked for whole days, always marked AD and approved by our staff.
What each status means
What we never show
To protect you, this page never shows your name, your address, the price or the list of items. Our parcel labels don't show them either. A label shows only a general category and the number of items (for example "Cosmetics · 3 items"), and handling words such as FRAGILE, LIQUID, BATTERY or THIS SIDE UP. There is no live map.
- 1 PaidYour payment is confirmed.
- 2 BoughtWe bought your item, or the shop confirmed it.
- 3 CheckedScanned and checked at our hub.
- 4 ShippedYour parcel has left and is on the way to you.
- 5 DeliveredYour parcel has arrived.
Show all statuses
| Status | What it means |
|---|---|
| Request received | We have your link. Our team is checking it. (Buy For Me) |
| Quote ready | Your price is waiting in the app. Pay only if you are happy. (Buy For Me) |
| Price changed — new quote coming | Something in your order must change, for example the price. Nothing goes ahead until you say OK. |
| Paid | Your payment is confirmed. |
| Purchased | We bought your item. (Buy For Me) |
| Being prepared | The shop confirmed your order and is getting it ready. (Shop) |
| Being collected from the shop | We are collecting your order from the shop, with a scan and a photo. (Shop) |
| At our hub | Your item arrived at our partner hub in the UK or Germany, and was scanned. (Buy For Me) |
| Packing for Erbil | Your item was checked at our partner hub and is being packed in a box for Erbil. (Buy For Me) |
| Packed | Your order was checked, packed and scanned at our hub. It is ready to leave. (Shop) |
| On the way to Erbil | Your parcel has left and is on the way. |
| On the way to you | Your parcel has left and is on the way. |
| In customs | Customs is checking your parcel. This can add time. |
| At our Erbil office | Your parcel arrived at our warehouse in Erbil. |
| Out for delivery | Your parcel is on its way to your door. In Iraq, the app shows how many stops are before you. |
| Delivered | Your parcel has arrived. |
| On hold — we'll contact you | We are checking something. See the app for details. |
| Cancelled | This order was cancelled. If you already paid, the app shows your refund. |
| Return requested | You asked for a return. We check it and show you the next step in the app. |
| Return on the way | The item is on its way back. |
| Refund in progress | We approved your refund. The money goes back to the way you paid. |
| Refunded | Your money was sent back to the way you paid. |
Something wrong?
I can't find my order.
Check the order number (it starts with GV). Use the same phone number or e-mail as in your order.
The status has not changed for a long time.
Delivery times are estimates, and customs checks can add time. If you are worried, open "Customer help" in the app.
It says "Delivered", but I don't have it.
Tell us at once in "Customer help" in the app. Please tell us within 5 days.
My parcel is damaged, or the item is wrong.
In the app, open the order and choose "Return or report a problem". Add up to 3 photos. Please tell us within 5 days.
I need a different address.
You can change it in the app: same city only, before "out for delivery", confirmed with a code.
Someone asks for my password or card number.
Don't share it. Never send card numbers or passwords by e-mail or chat.
Still need help?
Open "Customer help" and write to our team.
Erbil, Kurdistan Region, Iraq (full address to be confirmed)
Never send card numbers or passwords by e-mail or chat.