frequently asked questions FAQ


  • What are the promised delivery timelines?
  • We always try our best to deliver your order at the earliest!
  • Can I change my shipping address after my order is placed?
  • Unfortunately, NO changes can be made once the order is placed. If your order is in the “Processing” stage, please cancel it and place a new order with the updated details. If your order is shipped, you can contact our care champ (Live Chat) for better assistance.
  • How to cancel the order?
  • NOTE:  cancellation policy states that you can cancel your order from your account before the order is shipped out from warehouse or has been dispatched by the seller. If your order is already on its way to be shipped, you can contact us on live chat from 09:00 AM to 9:00 PM.
  • I got a notification stating my order has been cancelled. What do I do now?
  • To know the reason for Cancellation, click the Notification that you have received.
  • How would I know if my order has been confirmed?
  • Upon the order confirmation, please expect Notification via any of the below channels:
  • E-mail
  • Push Notification on the app
  • How to add or remove the item(s) in the cart?
  • I am getting “couldn’t complete your payment error”, what should I do?

In case of this error, ensure the following:

  • Your card should be activated for online shopping. (To check the card status please contact your relevant bank).
  • You should have a sufficient amount on your card.
  • Remove your card details & re-enter your correct card number & CVV code.
  • You’re entering the OTP timely
  • Why am I unable to make the payment?
  • If you are facing an error in making payment, it is possible that you typed the wrong payment information or due to some technical difficulties. You can update your card information or try again later, but if the problems continue, you may contact your bank or payment partner’s facilitation center for help. If the problem is not from your bank or payment partner then please contact us via Live Chat for more assistance.
  • What payment options are available ?

We have the following payment methods through which you can make a payment:

  • Debit Card (VISA/MasterCard/UnionPay)
  • Wallet
  • Easypaisa Mobile Account (other than Digital Goods)
  • JazzCash Mobile Account
  • Easy Monthly Installments
  • Bank Direct Transfer
  • COD ((Cash on Delivery) COD is for specific items & Cities)
  • Will somebody contact me before delivering the package to my location?
  • Our Delivery Hero may reach out to you if he needs clarity on the delivery location or needs to confirm the availability before delivering the order.
  • I missed my package delivery, what should I do now?

Have you missed delivery for any reason? No problem! We will make every effort to deliver your item in the next business dayThree attempts will be made to deliver it before it is canceled.

Note: Delivery attempts will not be made if the order has been refused from your side.

If you have any other questions then contact us on Live Chat.

When can I return my item?

To return the item(s), note the following points:

  • You can initiate the return request for  products within 14 days 
  • You can initiate the return request once the order status has been updated to “Delivered”. If the order has been delivered and the status has not updated, it will be updated within 24-48 hours. The return window will only begin when the status has been updated.
  • Digital goods and Fresh items cannot be returned via the return form. If you want to return items in these categories contact our Care Champ.

You can return the item(s) if:

  • Item is damageddefective, or expired
  • Item is incorrectcounterfeit or not as advertised
  • Item is of incorrect size or does not fit you
  • Item, freebie, or accessory is missing
  • You changed your mind in some cases
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