FAQs

- Click on the ‘Shopping Bag’ button and proceed to Checkout

- Enter all your required shipping and billing information

- Click on ‘’Continue to Payment Method’ and choose your method

- Click on ‘Confirm Order’ and check your email for a Sales Order Summary

b) What if I don’t get a Sales Order Summary?

A Sales Order Summary is essentially a soft receipt that should be emailed to you within an hour of placing your order. If you don’t get one in your inbox, check your junk/spam folder and if it still isn’t there, call Customer Service at +92 300 9189848 to confirm your order.

c) What if I found any discrepancy in my order/product?

- First, we’ll try to arrange the same article for you depending upon the availability on the website, otherwise.

- In case of article unavailability, voucher of paid amount will be issued valid for online store only, which can be used instantly or in the future.

d) Does adding an item to the shopping cart reserve it?

No, an item will only be reserved for you after you have confirmed your order at checkout.

e) How will I know that you have received my order?

The Sales Order Summary emailed to you will act as confirmation that your order has been logged in our record. If you do not get this email, please contact Customer Services at +92 300 9189848.

f) Can I add items or make changes to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order once the order has been processed.

g) Can an order be available for store pickup?

Unfortunately, we do not offer store pickups yet.

h) Do you take orders over phone call or through messengers?

Yes, you can place your order by calling us at +92(0)42 111-738-245 and messengers too, Please ensure to provide the article number, color and size of the product you wish to purchase.

2. PAYMENTS

a) What payment options do I have?

- Cash on Delivery – Local Orders Only

- Debit / Credit Cards (VISA, MASTER) – Local & International Orders

b) Is it safe to use my credit/debit card to make payments?

All payment information on our website is processed on a fully encrypted and secure platform and kept confidential with only authorized personnel having access to your information.

c) What should I do if my payment fails?

In case of a payment failure, make sure that the payment information you have provided is accurate. If your account has been debited after a payment failure, it is normally reimbursed to your bank account within 7 business days. You can email us on wecare@sapphireonline.pk or give us a call on +92 300 9189848 with your order number for any clarification.

d) What are the conditions for Cash on Delivery (COD)?

To avail COD, please follow these instruction.

. At checkout, select ‘Cash on Delivery'.

. Upon the courier’s arrival, check for the original receipt and pay only the amount mentioned on that receipt in cash.

e) Can the billing address differ from the shipping address?

For Cash on Delivery orders, billing address is not required. We only require your shipping address which will be the address you want your order delivered to. For Credit Card orders, we require both billing and shipping address, which can be the same or different addresses. To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ tab on the checkout page.

3. DELIVERY

a) What is the delivery time?

Local order delivery can take between 5 - 7 working days, and International delivery can take between 10 - 15 working days; depending on the size and availability of the product. Orders are processed within 24 hours and are generally scheduled for delivery on the next working day. Timely delivery is subject to availability of stocks and payment authorizations. In certain cases, we might request for some form of payment verification or source to process the order.

During SALE delivery time is upto 15 working days.

b) Does the price of the order include shipping charges?

For all local & international orders, shipping charges are mentioned separately as part of the order on the check-out page. Final amount charged will include shipping charges.

c) Who will bear the VAT and custom duties for international shipments?

All custom and VAT charges will be paid by the customers for all international orders, where applicable. (Further, we would like to inform our international customers that cross-border deliveries are subject to opening and inspection by customs authorities).

d) 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 while placing an order given is accurate. On the second failed attempt, the item(s) will be returned to us.

e) Can I get the shipping/billing address of an order changed after it has been processed?

It is only possible to change the address of a processed order before it has been dispatched. Please call Customer Care at +92 300 9189848 and check if your order has been dispatched or not.

4. SECURITY

a) Why is it mandatory to give 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.

b) Is my personal information kept secured?

Yes, you can place an order with us without any hesitation all your personal informations are secured with us. We at Sapphire never compromise on the security of the personal details of customers.

c) Will I receive online security email every time I place an order with you?

Although, online security is implied for each order and the confirmation procedure is one- time for account information, if you are utilizing a different debit/credit card, your request will be subjected to online security confirmation once more.

d) What are cookies and why should I know about them?

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 but rather to store your choice of start page and to store your details. Session cookies are used when you apply product filtration and to check if you are logged in. You can easily erase cookies from your computer or mobile device using your browser.

e) If my credit/debit card is fraudulently used to make an order, what is the procedure of getting a refund?

In case of such a mishap, please call Customer Care at +92 300 9189848 and they will aid you in rectifying your transaction records and if the order is not dispatched then we will issue a refund. Please note that you may have to divulge personal card information.

5. EXCHANGES

a) Can I exchange my order?

For all local orders, yes, you can always exchange your order within 30 days of the purchase, granted you have the original invoice and article is not being used.
Note: Sale articles are neither exchangeable nor refundable.

b) Are there any additional charges on exchange?

We will not charge for any exchange orders if the article(s) delivered to you was damaged or incorrect. If the customer wishes to exchange the article, even if the order was correct, then the customer will bear the expense of sending us the article(s).

c) How long will the exchange process take?

It usually takes 7-10 days to complete the online exchange process. However, you can exchange your order at any of our outlets after confirmation if the product is available at the respective outlet. Please have the order confirmation email and order invoice with you when you want to make an in-store exchange for an online order.

d) What if my order amount changes due to exchange product?

If there is a change in your order amount due to the exchange, in cases were the exchange order value is below original order value, the balance amount will be provided to you as online shopping vouchers. In cases where the exchange order value is above original order value, you can pay in cash at the time of delivery. To make a partial exchange, call customer service at +92 300 9189848 and specify the articles you wish to exchange and your reasons for wanting to do so. Our call center team will accommodate you fully.