Frequently asked questions
Delivery-related concerns
1. What are your delivery charges?
Standard: PKR 250 | Free over PKR 8,500
2. How long does delivery take?
2–7 working days depending on your location (mostly within 3 days). Natural disasters can hinder this.
3. Do you offer same-day or next-day delivery?
Not at the moment, but we're working on it for select cities.
4. How do I track my order?
Use the tracking ID (CN) sent via SMS/email or log in to your Zarr account. You can check that on logistic partner's website.
5. What if I miss my delivery?
Courier will attempt delivery up to 2 times. After the first attempt, the logistics partner informs our CX team, which contacts the customer for rescheduling.
6. Do you deliver on weekends or public holidays?
No, deliveries are made Monday to Saturday (as per policy of delivery partners).
7. Can I choose a specific time slot for delivery?
Currently not available.
8. Do you deliver to rural or remote areas?
Yes, though it may take longer than urban areas.
9. Do you deliver to PO Box addresses?
No, please use a full street address.
10. Can I request delivery to a different address after placing the order?
Only if the order hasn't been dispatched. Contact support ASAP.
11. Can I hold or delay delivery?
No, orders are dispatched as soon as possible.
12. How do I change my delivery address?
Before checkout or by contacting support immediately after placing the order.
13. What courier service do you use?
We work with top local couriers like M&P, Postex, etc.
14. How can I contact the courier directly?
Use the tracking ID to reach out via their portal (not preferred).
15. Can I self-pick up my order from the warehouse?
No, we do not offer pickup services.
16. Do you deliver COD orders faster than prepaid?
No, all orders are processed on the same timeline.
17. How do I know when my order has been shipped?
You'll get a shipment notification with your tracking ID, or contact support.
18. My tracking status hasn't updated. What now?
Give it 24 hours. If still not updated, contact support.
19. What if my package is marked 'delivered' but I didn't receive it?
Contact support immediately with your order and tracking ID.
20. Do you offer express shipping?
Currently unavailable, but under consideration.
Product/operations-related concerns
1. How do I place an order?
Visit zarr.com.pk, select your product, size, and checkout.
2. Do I need an account to order?
No, but it helps with order tracking and faster checkouts.
3. Can I change my order after placing it?
Yes, within 2 hours by contacting support (cancellation procedure).
4. Can I cancel my order?
Yes, within 2 hours unless it's already shipped.
5. What if the product I want is out of stock?
Click "Notify me" to get updates when it's restocked.
6. Do you restock items?
As per brand's discretion. We can get back to them.
7. How do I choose the right size?
Use the "Size guide" on each product page. Size assistant is also available to aid you.
8. Do you provide size recommendations?
Yes. Chat with our support for sizing help. We are adding virtual size assistant in phase 2.
9. Are your sizes standard?
Mostly, yes. However, some items may vary slightly in fit as per brand's size guide.
10. Can I pre-order an item?
Currently not available.
11. Can I buy in bulk for gifting/corporate orders?
Yes. Email us at customercare@zarr.com.pk for bulk inquiries or support.
12. Are your product images real and unedited?
Yes, photographed professionally with minimal retouching.
13. Do product colors vary in real life?
Slight variations are possible due to lighting/screen settings.
14. Can I find the same products in physical stores?
Zarr is online-only. Some products are exclusive to the website. Others can be found on brand's website and stores.
15. Do you offer gift wrapping?
No.
16. Are your fabrics and materials described accurately?
Yes, details are listed in each product description.
17. Do you offer a warranty on your products?
No formal warranty, but we stand by quality. Contact us for support. We are introducing insurance in phase 2.
18. Do you offer customization?
Not at the moment.
19. Where are your products made?
Proudly made in Pakistan by skilled local artisans (as per brands).
20. Are your products ethically produced?
Yes. Zarr is committed to ethical sourcing and fair labor. All brands onboard follow it.
Return/refund concerns
1. What is your return policy?
Return within 7 days of delivery (unused, unwashed, tags intact).
2. Are sale items returnable?
No. Sale/clearance items are final sale.
3. Can I return an item I've tried on?
Yes, as long as it's unworn and unwashed and has the tag on.
4. How do I initiate a return?
Contact support with order number, reason, and pictures.
5. Who bears the cost of return shipping?
The customer, unless the item was damaged or incorrect.
6. What if I received the wrong item?
Contact support with pictures. We'll arrange a replacement.
7. Do you offer exchanges?
Yes, based on stock availability and return validity.
8. Can I get a refund instead of exchange?
Yes. Refund is processed via voucher.
9. How long do refunds take?
5–7 working days after item inspection.
10. How will I receive my refund?
Voucher.
11. Can I return multiple items in one go?
Yes, just mention all items in your return request.
12. Do you refund shipping charges?
No, unless the return was due to a Zarr error.
13. What if my return gets rejected?
We'll inform you and ship the item back.
14. Can I return accessories or innerwear?
Yes, if they are return valid.
15. What if I lose my invoice?
Ideally you can use your email invoice or contact support with your order number. We'll help. But the tag and order condition should be maintained.
16. Do I need original packaging for return?
Yes, including tags but can have exceptions.
17. Can I return a gift I received?
Yes, with proof of purchase. Refund will be store credit.
18. Can I return a partially used product?
No. Items must be unused.
19. Do you charge a restocking fee?
No restocking fee is charged.
20. What if I don't like the product?
You're welcome to return it within policy limits.
Complaints
1. My package arrived damaged. What should I do?
Share clear pictures within 3 days. We'll replace it if eligible.
2. I received the wrong item. Help!
Contact support with pictures and your order number.
3. My parcel was incomplete.
Sometimes items ship separately. If still missing, contact support.
4. My tracking ID doesn't work.
Wait 24 hours. If it still fails, contact our support.
5. Courier was rude/unprofessional. What should I do?
Report it to us with courier name and details.
6. My return hasn't been picked up yet.
Contact us. We'll coordinate with the courier again.
7. My refund hasn't arrived.
Please wait 5–7 days after return approval. Then contact us.
8. I was charged incorrectly.
Email us with a screenshot and we'll resolve it.
9. I didn't receive a confirmation message.
Check your spam folder or contact support.
10. I feel I was misled by the product photos.
Reach out to us. We'll evaluate on a case-by-case basis.
11. The size I ordered doesn't fit at all.
You may exchange it if eligible. Chat with us to confirm.
12. Website isn't working.
Try clearing cache or use a different browser/device.
13. Payment gateway didn't work.
Try again or contact support to confirm your payment status.
14. My account is locked.
Reset password or contact us to unlock it.
15. Courier marked my order delivered but I never received it.
Let us know immediately. We'll investigate.
16. Received used or stained item.
Contact us with photos. We'll offer return or exchange.
17. Can I leave a review?
Yes! We love feedback. Use the review section on the product page.
18. I've been waiting too long for a response.
We respond within 24 hours. If delayed, please follow up. Go to other communication channel like WhatsApp or IVR or email.
19. No one picks up on WhatsApp.
Support is available Mon–Sat, 10 AM – 6 PM. Try during that time.
20. How do I escalate a complaint?
Contact support IVR if your issue remains unresolved.
Other/miscellaneous
1. How can I contact customer service?
Email: customercare@zarr.com.pk | WhatsApp: [number] | Hours: Mon–Sat, 10 AM – 7 PM
2. How do I create a Zarr account?
Click "Sign up" on the homepage and follow the steps.
3. What are the benefits of an account?
Track orders, faster checkout, exclusive offers, personalization, comments, social commerce.
4. How do I reset my password?
Click "Forgot password" on the login page.
5. Can I view my past orders?
Yes, under "My orders" when logged in.
6. Is my personal data safe?
Yes. We use encryption and never sell data.
7. Will you share my contact with third parties?
Only with relevant parties for fulfillment purposes.
8. How can I unsubscribe from emails?
Click "Unsubscribe" at the bottom of any Zarr email.
9. Do you offer gift cards?
Not currently, but it's on the roadmap.
10. Can I shop in USD or international currency?
Not yet. All prices are in PKR.
11. Do you offer student discounts?
Occasionally. Sign up for the newsletter to stay informed.
12. Do you have an affiliate program?
Coming soon. Follow our careers page for updates.
13. Can I suggest a product or design?
We do not produce content.
14. Do you have seasonal sales?
Yes, occasional flash sales.
15. How do I become a brand ambassador?
Email marketing@zarr.com.pk
16. Where can I follow you on social media?
Instagram, Facebook, TikTok etc.
17. Do you have a blog or styling tips?
Coming soon on zarr.com.pk
18. How can I work at Zarr?
Check our careers page or email careers@zarr.com.pk
19. Do you have influencer collaborations?
Yes! Email marketing@zarr.com.pk with your media kit.
20. Is Zarr a sustainable brand?
Yes. We prioritize ethical sourcing and minimal waste production.
