FAQ

Frequently Asked Questions

Can't find your answer? Reach out to us on WhatsApp or email with your order number.

Orders & Payment

Q: How do I place an order?

  • Simply browse our website, add your desired products to the cart, and proceed to checkout. Enter your delivery details and choose your preferred payment method — and you're done!

Q: What payment methods do you accept?

  • We accept Cash on Delivery (COD), bank transfer, EasyPaisa, and JazzCash. Prepaid orders are processed faster as they are dispatched as soon as payment is confirmed.

Q: Can I cancel or modify my order after placing it?

  • Orders can be cancelled or modified only before they are dispatched. Please contact us immediately via WhatsApp or email with your order number. Once dispatched, we are unable to make changes.

Q: My COD order was refused — what happens now?

  • If a COD order is refused at delivery without a valid reason, we reserve the right to restrict future COD orders from that address. Please ensure someone is available to receive and pay for the parcel on delivery.

Q: How will I know my order has been confirmed?

  • You will receive an order confirmation via SMS or WhatsApp shortly after placing your order. If you do not receive a confirmation within a few hours, please contact our support team.

Shipping & Delivery

Q: How long does delivery take?

  • Orders are typically delivered within 5-7 working days across Pakistan after dispatch. Timelines may vary during peak seasons or public holidays.

Q: When will my order be dispatched?

  • Orders placed before 5:00 PM on a working day are processed the same day. Orders placed after 5:00 PM, on weekends, or on public holidays are processed the next working day. Processing takes 1-2 working days before handover to the courier.

Q: How can I track my order?

  • Once your order is dispatched, you will receive a tracking number via SMS or WhatsApp. Use this number on the courier's website to check your real-time delivery status.

Q: What are the shipping charges?

  • Standard delivery charges are Rs. 200-300 depending on your city and parcel weight. Exact charges are shown at checkout before you confirm your order.

Q: What happens if the courier can't deliver my order?

  • The courier will make up to 3 delivery attempts. Please keep your phone reachable. If all attempts fail, the parcel will be returned to our warehouse (RTO). For prepaid orders returned this way, a Rs. 200 handling fee will be deducted from your refund.

Exchange & Returns

Q: I received a damaged or leaked product. What should I do?

  • Contact us within 24 hours of delivery with a clear photo of the Order Invoice on the parcel, along with product or packaging images. Claims reported after 24 hours will not be accepted.

Q: I received the wrong product. How do I report it?

  • Report incorrect items (wrong shade, variant, or product) to us within 24 hours of delivery. Please provide photos as evidence. The item must be unused and in its original condition for the claim to be processed.

Q: Can I return a product if I change my mind?

  • Yes, you can return a product due to a change of mind, provided it is unused, unopened, and in original condition with all seals and packaging intact. A handling fee of Rs. 200 will be deducted from your refund or charged on delivery in case of an exchange.

Q: How long does the return and refund process take?

  • Reverse pickup can take 10-15 working days depending on courier schedules. The complete resolution process — including pickup, Quality Check, and final decision — can take up to 15 working days.

Q: The product I ordered is out of stock. Will I get a refund?

  • Yes. If a paid product is found to be out of stock, our team will contact you to collect your bank details and process a monetary refund within 48-72 hours of confirmation.

Products

Q: Are your products 100% authentic?

  • Absolutely. All products sold on our platform are 100% original and sourced directly from authorized distributors and brand suppliers. We do not sell counterfeit, expired, or tampered products.

Q: The product color looks different from the website image. Is that normal?

  • Product images on our website are for illustrative purposes. Actual packaging or shade may slightly vary due to batch or brand updates. If you believe you received a genuinely wrong item, please contact us within 24 hours.

Q: How do I know if a product is in stock?

  • Product availability is shown on the product page. If a product is out of stock after your order has been placed, our support team will reach out to you with options for a refund or alternative.

Account & Website

Q: Do I need an account to place an order?

  • You can place an order as a guest without creating an account. However, creating an account lets you track your orders, view order history, and enjoy a faster checkout experience.

Q: How is my personal information used?

  • Your name, phone number, and address are collected solely to process and deliver your order. Your data is never sold to third parties. It may only be shared with courier partners strictly for delivery purposes.

Q: I forgot my account password. How do I reset it?

  • Click on 'Forgot password' on the login page and follow the steps to reset your password via your registered email address. If you face any issues, contact our support team.

STILL HAVE QUESTIONS?

Contact our support team

  • Reach us on WhatsApp or email with your order number and we'll get back to you as soon as possible.