Free Shipping across Pakistan on orders above Rs 1500
FAQs

1. ORDERING
1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Cash on Delivery, EasyPaisa, Bank Transfer, ATM transfer and any other local means available. We are currently not accepting Credit Card payments, but are working on enabling that facility soon.
Advance payments will receive a 3% discount on the order cost (up to a maximum discount of 500 PKR).

1.6 Can I amend and cancel my order?

Yes, you can do so as long as you have not received a confirmation call/sms from us. After the confirmation call/sms, we ensure quick packing and delivery so will not be able to entertain order amendments or cancellations.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How can I confirm my order?

After you have placed your order, you will receive an acknowledgement e-mail from us which will ask you to confirm your order (via email/Whatsapp/SMS). The easiest method for confirmation is to just reply to that email with CONFIRM.
Your order will only be shipped once your order is confirmed. You may check the status of your order in “My Account” if you are a registered user.

2. SHIPPING & DELIVERY

2.1 Which locations do you deliver to?

We offer delivery across Pakistan.

2.2 When will my order be processed and delivered?

All orders confirmed before 3pm will be processed within 1 working day, excluding weekends and public holidays. Time stated is based on Pakistan Time (GMT +5hours).

Packages are delivered on weekdays i.e. Monday to Saturday. Our logistic partners do not do deliveries on Sundays and on public holidays.

2.3 How long will it take for me to receive my order?

We will try to deliver your orders within 3 to 5 business days. It is also possible that you might receive it sooner, but we can make no promises on behalf of any courier.

Please note that SmartBrands is not liable for any shipping delays, or personal loss of any kind resulting from unforeseen and uncontrollable circumstances such as: recipient was unavailable or unreachable; incorrect addresses; bad weather conditions, logistic inefficiencies, and other unforeseen abnormalities.
2.3a Will I be updated about tracking status?

No. The Customer is responsible to track their order status themselves via the Tracking Number after it has been dispatched.
2.4 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with our local logistics partner, with your Tracking Number.

2.5 What are the shipping charges like?

Shipping is FREE for orders of Rs. 1500 and above. We charge a nominal Flat Rate fee of Rs. 200 for orders less than Rs. 1500. For some special items which are very heavy or voluminous, extra shipping charges might be added which will be mentioned at checkout.

2.6 Can I change my shipping address after my order has been confirmed?

Yes, as long as your order has not been packed. Once the order has been packed, it will not be possible for us to entertain change in address.

2.7 There is a missing item in my order, what should I do?

Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.8 I’ve received a defective item, what should I do?

Please contact our Customer Care Team at [email protected] with a snapshot of the product and a brief description of the defect and we will get back to you as soon as we can.

2.9 I’ve received an incorrect item, what should I do?

Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.10 I’ve purchased the wrong item or model. Will you accept returns?

We accept returns for products purchased from us with certain conditions. You can refer to our Returns & Exchanges policy here and its procedures.

2.11 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at [email protected] if you have not received your parcel after 5 working days and we will assist you accordingly

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