FAQs

My Account

1. Is an account necessary for placing an order?

No, you can checkout as a guest.
However, creating a Fashion Colony account enhances your shopping experience:

Save your shipping and billing information for faster checkout.
Request exchanges directly through your account.
Track your orders in real time.
Review your complete order history anytime.

2. How do I create an account?

To create your Fashion Colony Online Account, follow these steps:

For desktop users:

Click on the Account icon at the top right.
Select “Create Your Account”.
Enter your details and register.

For mobile users:

Open the menu and tap the Account icon.
Enter your details and register.

3. What if I forget my password?

Click on “Forgot your password?” in the Account section.
Enter your email address to receive a password reset link.
Use the new password to sign in again.

4. How can I update or edit my shipping or billing address?

You can:

Click Edit to update an existing address.
Click Delete to remove an address.
Click Add a New Address to enter a new one.

5. Where can I view my order history?

Orders

1. How can I place an order?

Once you have added your desired items to the shopping bag, follow these steps:

Click on the Shopping Bag icon and proceed to Checkout.
Enter your required contact, shipping, and billing information.
Click “Continue to Payment” and select your preferred payment method.
Click “Complete Order” and check your email for your Order Confirmation.

If you are signed in to your Fashion Colony account, your shipping and billing information will already be saved for faster checkout. You may edit or add new details anytime.

2. Can I place an order on call?

Yes, you can place your order by calling us at +92(0)42 111-738-245 and providing the required SKU and size/color variant of the product you wish to purchase.

3. Can I place an order online and pick it up from the store?

Unfortunately, store pickup is not available yet.
However, our team is actively working to introduce this service soon.

4. How can I review my order after placing it?

After placing your order, you will receive an Order Confirmation Email containing all your order details.
If you don’t see it in your inbox, please check your junk/spam folder.

If you still haven’t received it, contact our customer service team at +92(0)42 111-738-245 for assistance.

5. Can I add items or make changes to an existing order?

You can request changes within 24 hours of placing your order—provided the order has not been processed.

Contact our Customer Service at +92(0)42 111-738-245 to:

Modify your existing order (if not processed), or
Request cancellation and place a new order.

6. What is my Order Number?

Your Order Number is a unique identifier for your purchase and is provided in your Order Confirmation Email.

7. What should I do if I find an issue with my order?

You can contact our Customer Service team via email at wecare@fashioncolony.pk or by calling +92(0)42 111-738-245.

Here’s how we handle common issues:

• Missing components:

We will request your Order Number and images of the received article.
After verification, we will arrange pickup and send the complete article (subject to availability).
If the item is sold out, a voucher will be issued for the paid amount.

• Missing items:

We will request images of the order received along with your Order Number.
After verification, we will send the missing item (subject to availability).
If sold out, we will issue a voucher for the amount.

• Damaged item:

Send images of the damaged article along with your Order Number.
After verification, we will arrange a replacement (subject to availability).
If unavailable, we will issue a voucher or refund for the paid amount.

8. Does adding an item to the shopping cart reserve it?

No. Items are only reserved once the order has been successfully placed and confirmed at checkout.

9. Can I cancel my order?

Orders can be canceled before processing.
Once shipped, you will receive a Shipping Confirmation email with your tracking ID. After delivery, our exchange policy will apply.
Fashion Colony reserves the right to cancel orders if items are out of stock, pricing errors occur, or if payment is declined by the financial institution.

10. How can I check the status of my order?

You can track your order by clicking on the Order Tracking icon on our website.
Enter your Tracking ID to view real-time updates.

Alternatively, contact our Customer Service team at +92(0)42 111-738-245 for assistance.

Payments

1. What payment options do I have?

We currently offer the following payment methods:

Cash on Delivery (COD)
Debit / Credit Cards (VISA, MasterCard)

For details, please refer to our Payments Guide.

2. Is any advance payment required for COD?

No advance payment is required.
For COD orders, you pay the full amount in cash upon delivery.

For higher-value COD orders, our Customer Care team may contact you for verification before dispatch.

3. Can I pay for a COD order with a cheque?

No. We only accept cash for all COD orders.

4. Is it safe to use my credit/debit card on your website?

Yes. All card payments are processed through a fully secure and encrypted payment platform, ensuring your information stays protected.

5. What should I do if my payment fails?

If your payment fails:

Verify that your payment information is entered correctly.
If your account was debited despite the failure, the charged amount is usually reversed within 7 business days.
For further assistance, you may contact your bank.

You can also reach us at wecare@fashioncolony.pk or call +92(0)42 111-738-245 with your Order Number for payment status updates.

6. Can the Billing Address differ from the Shipping Address?

Yes.

For COD orders, we only require your Shipping Address (Billing Address is not needed).
For Card payments, both Billing and Shipping Addresses are required and may be the same or different.

To use a different billing address, simply select “Use a different billing address” at checkout.

7. Will the amount be refunded if I cancel or return my order?

If you cancel your order within 24 hours and it has not been dispatched, you will receive a coupon voucher equal to your order value.
If an item becomes unavailable, a refund will be issued. Refund processing can take up to 15 working days, depending on your bank.

8. How do I use a coupon or gift card?

Enter your coupon or gift card code in the “Discount Code or Gift Card” field at checkout.
Coupons may offer a fixed amount or a percentage discount.
If your order total (including shipping) exceeds the coupon amount, the remaining balance can be paid via COD or Card.
Please note:
Coupons may have minimum order limits or expiry dates.
Some products or categories may be excluded from certain coupons.
Coupon codes can only be redeemed online using the same email address on which they were issued.

Delivery:

1. What is the delivery time for a Fashion Colony order?

Local delivery usually takes 5–7 working days.
During SALE periods, delivery may take up to 15 working days.

Orders are processed within 24 hours and are generally dispatched the next working day. Delivery timelines may vary depending on item availability and payment authorization. In some cases, our team may request payment verification before processing the order.

Note: For a smoother delivery process, you may receive your order in multiple packages.

2. Can I ship my order internationally?

Yes, Fashion Colony ships worldwide.
To place an international order, please visit our International Shipping section.

3. What are the delivery charges?

We offer free nationwide shipping for orders worth Rs. 8,000 and above.
A flat shipping fee of Rs. 249 applies to orders below Rs. 8,000.

Please note:
Standard shipping charges apply to sale items, and free shipping is not applicable on sale orders.

4. Does the order amount include shipping charges?

Shipping charges are displayed separately at checkout.
Your total payable amount will include applicable shipping charges.

5. How can I check my delivery status?

Once your order is dispatched, you will receive an email with your Tracking ID.

You can:

Visit the courier partner’s website and enter your Tracking ID, or
Use the Track Your Order section on the Fashion Colony website.

6. Which courier services do you use?

For local orders, we partner with:

TCS
Call Courier

For international deliveries, we ship via DHL.

7. How many delivery attempts are made if I am unavailable?

Our courier partners make two delivery attempts.

If both attempts fail, the parcel is returned to us.
Please ensure your shipping address and contact details are accurate to avoid delivery delays.

8. Can I change the shipping or billing address after placing an order?

Address changes are only possible before the order is dispatched.

To request changes, please contact Customer Care:

Phone: +92(0)42 111-738-245
Email: wecare@fashioncolony.pk

9. Do you offer worldwide shipping?

Yes, we offer worldwide shipping for all products except fragrances, which can only be delivered within Pakistan.

We are unable to ship to the following countries due to government restrictions:
India, Iran, Israel, Syria, and Cuba.

Important Delivery Safety Notes

Pay only the exact amount shown on your invoice. Riders are not authorized to charge extra.
If a rider demands more than the invoice amount, kindly refuse and report it immediately.
Do not accept parcels that are open, damaged, or tampered with.

Security:

1. Why is it mandatory to provide personal information?
To process any online order made through credit/debit cards, we require essential customer details such as your name, billing information, and shipping address. These details not only help us complete your transaction but also play a crucial role in fraud-prevention and verification mechanisms.

2. Is my personal information secure?
Absolutely. You can shop with complete confidence. Your personal information is kept strictly confidential and protected at all times. At Sapphire, we never compromise on the safety and privacy of our customers’ data.

3. Will I receive an online security verification email every time I place an order?
Online security checks are applied to every order. However, the verification process is typically completed once per account. If you choose to place an order using a new or different debit/credit card, you may be asked to complete the online security verification again.

4. What are cookies and why are they important?
Cookies are small text files stored on your computer or mobile device during your visit. They help us improve and simplify your browsing experience by saving your preferences—such as your selected home page or login status.
We do not store personal information in cookies and do not share any cookie data with third parties.
You may clear cookies at any time through your browser settings.

5. What should I do if my credit/debit card is used fraudulently on your website?
In the rare event of unauthorized use of your card, please contact our Customer Care team immediately at +92 (0)42 111-738-245. If your order has not yet been dispatched, we will assist you in correcting your transaction records and issue a refund. Please note that you may be required to share certain card details for verification purposes.

Important Note

Please ensure you pay only the exact amount mentioned on your order invoice. Our riders are not allowed to charge anything extra. If a rider demands additional payment, refuse and report the incident to us immediately.
Also, kindly do not accept parcels that appear open, tampered, or damaged.

Exchange:

1. Can I exchange my order?
Yes. Any article purchased online—except Cosmetics and Fragrances—can be exchanged either in-store or online within 30 days of delivery. The item must be unused, with all original tags intact, and accompanied by the original invoice.

Please note that sale or discounted items cannot be exchanged or returned.

2. Are there any additional charges for exchanges?
No. We do not charge any additional fees for processing an exchange.

3. How long does the exchange process take?
Online exchanges typically require 7–10 days to be completed.
You may also choose to visit any of our retail outlets for an in-store exchange. Please bring your order confirmation email and original invoice when exchanging an online order at a store.

4. What if there is a price difference in the item I want to exchange?

If the value of your new item is lower than the original purchase, the difference will be issued as a credit voucher, redeemable only on our online store.
If the value of the new item is higher, you may pay the difference in cash at the time of delivery.

For partial exchanges, please contact Customer Care at +92 (0)42 111-738-245, and our team will guide you through the process.

5. Which items are not eligible for exchange?
The following items cannot be exchanged:

Fragrances
Cosmetics
Sale or discounted articles