Order Summary


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FAQ's

Account and Security:

How do I register myself on Afsaneh e-store?

Creating your account on Afsaneh e-store is a simple 4-step process:

  1. Click on the “Login” sign found on the top right of the home screen.
  2. Click on the “Sign Up” tab found on the “Customer Login” screen.
  3. Enter your unique information on the account creation page.
  4. Click on the “Sign Up” tab for account creation.
I forgot my password; how can I retrieve it?

Please click on ‘Forgotten password’ which is available at the ‘Login’ page. Enter your email address and click on “Continue”. You will receive an email to reset your password on your registered email ID. You will be able to create a new password once your credentials are verified.

How can I edit my shipping or billing address details?

Please sign in to your account and click on ‘My Account’. You will be able to edit your order’s particular shipping and billing address.

In case of a confirmed order, you would need to contact our customer service immediately. The requested change will be carried out in case the order is not processed.

How can I check my order details and history?

Please sign-in to ‘My Account’ to view your order history. Click on the order you wish to view to see the details. This facility is available to the registered customers only.

Why should I give you my personal information?

Customer information pertaining to name, card billing details and shipping addresses are necessary to process any electronic transactions via credit/debit cards. These are essential inputs into the fraud detection mechanisms.

Is my personal information kept secured?

All payment and shipping data presented by our clients is kept secure and classified. Just approved personnel have the privilege to access this data. At no time will we share, lease or offer your personal data to a third-party without your consent. 

What are cookies and why should I know about it?

A cookie is a small text file that is saved to, and, during subsequent visits, retrieved from your computer or mobile device. We use cookies to enhance and simplify your visit. We do not use cookies to store personal information or to disclose information to third parties. We use permanent cookies to store your choice of start page and to store your details. We use session cookies when you use the product filtration function and to check if you are logged in. You can easily erase cookies from your computer or mobile device using your browser.

Refunds and Exchanges:

What should I do if I receive a defected product(s)?

In case that a defected, damaged or incomplete product(s) was delivered to you, you can contact our customer service. You can exchange your order for a different product(s) or avail the option of Online Store Credit for the same amount (minus shipping costs), in case you wish to return a product.

What should I do if receive an incorrect product(s)?

You can exchange your order for a different product or avail the option of Online Store Credit for the same amount (minus shipping costs), in case you wish to return a product.

Will I get a cash back in case of a defected/incorrect product being delivered?

No, we do not entertain cash refunds. However, we provide you with an e-store coupon that can be used to shop any product(s) from our website.

Promotions:

On some occasions, Afsaneh may introduce special limited-time promotions on the website. However, we would like to inform you that no price adjustment in any form will be provided for previous orders.
All promotions on the website are subjected to terms andconditions. Every promotion may comprise of different terms and conditions andwe suggest you read, understand and agree to all the terms before utilizing thepromotion tools. Promotions are always set with a time frame and with an expirydate.

Pricing:

How will I know how much my order costs?

You will get to know the complete cost for your order at the checkout page. Upon requesting a product(s), you will receive a confirmation email with complete details for your order, including shipping charges.

Are your prices negotiable?

All prices on the website are final and non-negotiable.

Shipping:

What are the shipping charges for local orders?

We are offering Free Shipping Nationwide. 

What are the shipping charges for international orders?

Standards shipping charges are applied for international orders according to the country and weight of the product(s).

Are there any restricted areas within Pakistan where Afsaneh does not ship?
We deliver across Pakistan.

When will the product(s) reach my given address?  

For local orders: You will get your ordered delivered within 2 – 5 business days after successfully placing an order.

For international orders: You will get your ordered delivered within 8 – 10 business days after successfully placing an order.

How will the product(s) get delivered?

Product(s) within Pakistan are dispatched by TCS or Call Courier, whereas, international orders are dispatched by DHL Courier Co.

Payment:

How can I pay for the product(s)?
  1. Cash On Delivery (for Pakistan orders only)
  2. Online payment (Visa Debit/Credit, Master Debit/Credit)
Is it safe to use my credit/debit card to make payments?

Yes. The payment information you submit is kept confidential. All Credit Card and Debit Card payments are processed over a secure encrypted connection, with the highest level of security and confidentiality. Only authorized personnel have the right to access this information. Please take note of the fact that payments made through credit cards require 3 business days to be processed, mainly depending on the information you provide. Once the payment is confirmed, the order is dispatched from the warehouse.

How can I pay COD (Cash on delivery)?

You can pay through Cash on Delivery (COD) for transactions up to Rs. 25,000. Once all Product(s) you wish to purchase have been added to your cart, follow the steps below to pay with COD:

  1. Place order as prescribed in ‘How to place an order’.
  2. In the Payment Information form, select ‘Cash on Delivery’
  3. On delivery of the product, you’ll be asked for the required amount in cash and a receipt will be provided along with your purchase.
  4. Cash on Delivery (COD) orders have to go through a fraud status check before the order is confirmed. If any of the provided information is found to be incorrect/missing, the order will be automatically cancelled. The payment will be collected from the provided shipping address on all cash on delivery orders.
What are the International delivery charges for International orders?

The international delivery charges are borne by the customer. The order is charged as per the weight of the product(s) ordered. Other custom and duty taxes are added at the checkout page once you land on the final checkout page. Shipping charges will be concluded according to the order placed and it differs from country to country. The date and time of delivery are displayed at the checkout page once you are done with the order placement. Once the online payment is processed and confirmed, the order is dispatched from the warehouse for shipment. The standard delivery time for international orders is 8-10 business days. Cash on Delivery is accessible all over Pakistan on orders above (enter amount). COD is not applicable on international deliveries.

Orders:

How can I amending or change my orders?

Unfortunately, it is not possible to combine orders or add product(s) to an existing order once the order has been processed. We don’t accommodate any changes to the order. We suggest that the customer cancels the order within 24 hours of placing the order and places a new order.

How do I place an order successfully?

Shopping at Afsaneh is easy: Use the e-store link to find what you like. Once you have found a product(s), choose your size and click on the 'ADD TO CART' button on the product page. Review the product(s) in your shopping bag by clicking the 'SHOPPING CART' link at the top of the page. You can add or remove any product(s) before checking out. Click on 'PROCEED TO PURCHASE' to complete your order.

How do I track my order and check its status?

As soon as your order is placed, you will be emailed an Order ID and Tracking ID along with your Order Confirmation. This is what will help you track your order(s). If you’re not a preferred customer, you may call or email our Customer Service with the tracking ID to find out the status of your order.

How can I cancel my order?

You can cancel your order before the product(s) is shipped. We typically ship orders by 4 pm on the next working day after the order is placed.

Missing product(s) in my order, what should I do?

You can exchange your order for a different product or avail the option of Online Store Credit for the same amount (minus shipping costs), in case you wish to return a product.

What is the difference between Guest checkout and shopping through registered account?

In registered account, your billing and shipping information will automatically be put in your order. Furthermore, in order history, you’ll have all the information regarding your previous orders and current order with their order statuses. However, in guest checkout, every time you place and order with Afsaneh, you’ll have to put in your billing and shipping information. Furthermore, you won’t have access to your order status, you’ll have to call or email customer support to inquire about your order status.

What is the difference between Order ID and Tracking ID?

You will receive two emails essentially in the order process. One on placing the order and one when your shipment is dispatched. Order ID is your unique order number which is given to you in the Sales Order Summary on placing your order. Tracking ID is sent to you when the order is dispatched.

Please remember to track your order and its delivery status, you will use your Tracking ID to check your order status on TCS, Call Courier or DHL website, not the Order ID.

When will I receive my local order?

You will get your ordered delivered within 3-5 business days after successfully placing an order.

When will I receive my international order?

You will get your ordered delivered within 8-10 working days after successfully placing an order.

How do I check the delivery status?

On dispatch, you will be provided a Tracking ID for your order through email and SMS. You can log on to TCS or Call Courier and DHL websites for local and international order respectively, insert your tracking ID and track your order.

http://www.tcscouriers.com/pk/tracking/default.aspx

http://www.dhl.com.pk/en/express/tracking.html

https://callcourier.com.pk/Tracking.html

How many times will the courier agent attempt to deliver my order in case I am unavailable to receive it?

Our delivery agents make two attempts to deliver a parcel. Kindly ensure that the address, country and area code is mentioned clearly while placing an order. On the second failed attempt, the product(s) will be returned to us.


What are you store timings?
Lahore Store:
Monday to Saturday 11 AM to 11 PM
Sunday 3 PM to 11 PM >
Juma break 1 PM to 3 PM 

Multan Store:

Monday to Thursday, Saturday & Sunday 11 AM to 11 PM 
Friday 3 PM to 11 PM

If item is shipped abroad, who pays the customs duties?

Afsaneh will not be held responsible or accountable for any taxes, duties, tariffs assessed by the customs office. These charges are separate from your shipping charge, and you will be billed directly from them.