"How much is delivery?" is one of the most common questions you will get. Answer it badly, or not at all, and a happy customer can turn into a refusal at the door. Answer it clearly, and it becomes a normal part of the sale.
The basics
- On MyKade, the delivery charge is paid by the customer.
- It is usually around Rs 450.
- In real Sri Lankan online shops, delivery charges were Rs 390–500.
- MyKade delivers island-wide. Most parcels arrive within 2 days of dispatch, and order to door is about 3 days on average.
Always confirm the delivery charge for the order before you tell the customer the total.
Why the full total matters
When a customer agrees to "Rs 1,950", that is the number in their head. If the courier then asks for about Rs 2,400, it feels like a trick, even though nothing was hidden on purpose.
In real Sri Lankan online shops, selling to strangers, 30–37% of parcels came back, and 19% of those returns were refused at the door. You cannot stop every refusal, but a price surprise is one you can avoid completely.
The rule is simple: tell the customer the full total, item plus delivery, before you place the order.
How to say it
Put the total in the same message as the price, so it never looks like an afterthought.
The [item] is Rs 1,950. Delivery is about Rs 450, so the total is about Rs 2,400, paid when it arrives. It usually reaches you in 2–3 days.
In your posts, you can add one short line at the end:
Price Rs 1,950 + delivery (about Rs 450). Cash on delivery, island-wide.
That one line answers the question before anyone needs to ask.
When the customer says "delivery is too much"
Stay friendly and explain what they get. Don't argue, and don't promise a discount you cannot give.
I understand. The delivery charge covers bringing the parcel right to your door anywhere in Sri Lanka, and with cash on delivery you only pay when you have it in your hands.
If they still feel it is too much, thank them and let it go. A customer who is unhappy with the total before ordering is very likely to refuse the parcel later. A polite "no problem, maybe next time" keeps the door open.
Think about delivery when you choose products
Delivery is roughly the same amount whatever the item costs, so it feels very different on different products. For example:
- On an item priced at Rs 1,000, about Rs 450 delivery adds almost half again.
- On an item priced at Rs 2,500, the same delivery feels much smaller.
That is one reason why, in real Sri Lankan online shops, 9 in 10 items sold cost Rs 1,000–3,000. Very cheap items can feel poor value once delivery is added. See the Rs 1,000–3,000 sweet spot.
Don't do this
- Don't advertise "free delivery". On MyKade the customer pays delivery, so "free delivery" would mislead them.
- Don't hide delivery in small print or leave it out of your price post.
- Don't guess a different charge to make the total look smaller. Use the real charge for the order.
- Don't collect delivery money yourself. Customers always pay MyKade, never the seller, whether by cash on delivery or a payment link MyKade texts them.
Why this protects your level
Every parcel that comes back counts towards your return rate, and your return rate decides your seller level: Green, Amber or Red. Every seller gets 3 free returns; after that, Amber and Red sellers pay a Rs 150 return fee per return. Clear totals mean fewer refusals, and fewer refusals keep you in Green. Read how seller levels work.
A short checklist before every order
- Confirm the item price.
- Confirm the delivery charge for this order.
- Tell the customer the full total in one clear message.
- Tell them roughly when it will arrive, and that the courier will call.
- Place the order only after they say yes.
Make delivery the easy part
Delivery is not something to hide. It is part of a fair price for a parcel that arrives at the door. Say it clearly every time, and you will sell with more confidence. Download the MyKade app and try it on your next order.