FAQ's

1. How can I place an order?

Once you have added the desired items to your cart, follow the instructions:

• To order as a guest
• Click on the shopping cart and proceed to checkout
• Enter all the required information
• Choose the payment method
• Click ‘place order’

• To order with the SANA’S account
• Log into your account
• Click on the shopping cart and proceed to checkout
• Enter all the required information
• Choose the payment method
• Click ‘place order’

2. How are the orders confirmed?

You’ll receive a confirmation call or WhatsApp confirmation message within 2 days from our official number +923111770450.

3. What do the order status refer to?

• Awaiting Confirmation: Order was placed by customer but not confirmed with us. It will be cancelled from our side if customer not respond.

• Confirmed: Customer has verified their order through WhatsApp or Call. The contact, shipping details and delivery time would be confirmed in this status.

• Processing: The payment for the order is not yet received in this status. This is for the orders that are paid online.

• Processing at Warehouse: This status is used when the order information is sent to the warehouse. The order can be modified or change by our team depending on the availability of articles. Order cannot be cancelled in this status.

• Pending Order: When the order is delayed due to unavailability of the stock. Our CSR must acknowledge to customer regarding this while showing further options.  In this status order is modified by our team and the available articles will be shown then dispatched. The process will take up to 2 to 3 working days.

• Order Accomplished: When the order is fulfilled by warehouse team and the parcel is handed over to the courier. At this status, a tracking number will be generated. The customer can check the tracking through the website. Order cannot be cancelled in this status.

4. What are the benefits of ordering through an account?

• You can subscribe to become part of our loyalty program
• You can also view the order history/ any previous orders you have placed

5. Can I modify the order?

Yes you can modify your order with coordination of our team within next 24hrs.

6. Can I exchange the article I ordered online on any outlet?

Yes you can exchange with original invoice slip only. Goods Sold Are Non-Refundable. Products cannot be exchanged without presenting invoice slip. Exchange Allowed Within 10 Days Of Purchase.

7. What payment options do I have?

• Cash on delivery (COD)
• Online Payment
• Cards & Wallet accounts.

8. Is COD available internationally?

Currently, the COD service is only applicable in Pakistan.

9. What is store credit?

In case you want your order to be cancelled or if the order is cancelled due to the unavailability of articles, a unique code will be issued & your amount will be store credited to your account. It’s a balance that you can redeem on your next purchase.

10. How to redeem my store credit in the next online purchase.

• Select any article and at the checkout page must enter your code to redeem store credit

• The store credit will automatically be redeemed.

11.  What If I forget my account password?

• First visit to our website
• Click on forget password reset button.
• A password reset link will be sent on registered email details.
• Open your registered email and reset the new password.

12. Can I open the parcel/order at the time of delivery?

Customers cannot open up the parcel/order at the time of delivery. In case of realize any damage/defect after open the parcel, customer should let us know via WhatsApp +923111770450.