FAQS

How do I know my order is confirmed?

Once your order is completed, you will receive an sms/notification for the confirmation of order placement. You will be provided with the order number, details of the order, and the amount that you have to pay. For any concerns please call +922138402072 or email customer.care@zellbury.com

How to check current status of my order?

Once the order is placed and it got confirmed customers can check the status of their order from the website with the order number

Do you take orders on phonecalls?

No, to avoid any confusion we do not take orders on calls. In case you need any assistance in placing an order, please drop a WhatsApp message on +922138402072 and we’ll assist you with any issues in placing the order.

Can I add more items after placing the order?

Unfortunately, once the order is placed, you won’t be able to add more items. You can place a new order for the items you missed out on adding.

How can I cancel my order?

Once you have placed an order, the details of your order populate in your ‘My Orders’. You can cancel the order within 30 minutes from the time the order is placed. The cancel option will disappear once the time is lapsed. and afterwards, you can't cancel the order

What all payments methods accepted?

The payment options we support are: Credit Card, Debit Card, Loyalty Points

Are there any hidden charges or additional charges I pay?

There are no hidden charges. The prices shown against each product are the final price which you will pay only except the delivery charges

What happens to my payment if I cancelled the order?

If you have canceled the order within the timeframe your payment will be refunded within 3 business days.
If time is lapsed and you refuse the order or request for the cancellation then in that case payment will not be refunded

Why was my order cancelled by Zellbury?

We regret the inconvenience caused due to order cancellation. Your order may have been canceled due to any of the following reasons:
If the product is sold out completely or Inaccuracies or errors in pricing information /p

How can I track my order?

Once the order is placed and it got confirmed customers can track the status of their order from the website with the order number

What is the estimated delivery time?

Orders placed before 6 PM will be delivered the next day. Orders placed after 6 PM will be delivered next to next day.
Courier partner delivery timeline is 3-5 days.
Depending on your location, delivery time varies and is displayed on the checkout page /p

Why did I receive only part of my order?

The reasons why you would have partially received the order could be:.
We shipped out your items in two different shipments. The other would still be in transit.
The stock for the remaining items was not available in the same store and we arranged the product from one of our stores./p

What are the delivery charges I have to pay?

The delivery charges on our website are mentioned under the checkout page. Our website offers free shipping on orders above PKR 3500./p

What should I Do if I miss my delivery?

We understand that you can’t wait at your delivery address all the time, and that is exactly why we try to attempt to deliver your order as soon as possible. So, if you have missed the delivery please do not worry, we will try to make an attempt again. We’ll also drop you a call, in case you miss the delivery to understand your delivery requirements./p

Do you deliver Internationally?

Currently we do not deliver orders internationally. You can make a purchase from anywhere in the world using Pakistani currency as mode of payment as long as the shipping address is within Pakistan./p

I received a missing/damaged or wrong product in the order What should I do?

It'a an unlikely event you find a damaged or missing product in your order, please click pictures of the product and share with us via a complaint form. We’ll take that up with our logistics partner and will help you with regards to it./p

I got an update saying the order has been delivered, but I haven’t received any delivery. What should I do?

In case you’re not available sometimes, the delivery partner hands over the order to the neighbor or the entry security guard of your designated location. Please check if the delivery is made to them. In case it is not, please drop us a message and we’ll investigate the issue with our logistics partner./p

Can I modify the address/Phone number for the delivery?

Once you’ve placed your order with us, and it’s been accepted, you won’t be able to change the delivery address/cell phone number on your order. This is because a courier may have already been assigned. We don’t want you to miss out, so before placing an order in the future, please double-check your delivery address/cell phone number./p

Can I check the product before accepting the delivery?

Unfortunately, we do not offer open delivery, and you can not check the product before accepting it. However, in case you do not like the product, you can always the return product back as per our return policy under 30 days no questions asked returns./p

Can the Billing Address differ from the Shipping Address?

In COD & Online payment orders Billing Address is not required we only require your Shipping Address which will be the address you want your order delivered.
To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ section on the checkout page./p

How does the return process works?

You can request a return of the product(s) within 30 days from the date of delivery in case you are not satisfied with the purchase.
Reverse pick-up will be done from our side wherever feasible & we do not charge any additional handling fee for returns. You just need to contact us from one of our channels to arrange for reverse pickup.
In extreme circumstances, you may be asked to self-drop the products at the courier station if a reverse pickup facility is not available in your area.
The product must be returned in original packaging/box unworn, unwashed, undamaged, and unaltered with all brand and product labels/tags as it was sent. Return will not be accepted if the product tags are removed or missing.

Note: Shipping / Delivery charges are non-refundable./p

When can I not return my product?

You will not be able to return the product in the following conditions:

If the return window of 30 days is over
If the product is discounted can not be returned
If the customer does not have product labels/tags, sales invoice slip & Items aren't in their original packaging/box worn, washed, and altered /p

Can I return the product to the delivery person in case I don’t like it?

If you want to return a product, you need to contact customer support first. They will create a return request for the product, and then assign a courier partner to pick it up from your doorstep.
Once the courier partner arrives, you can hand over the product for return. /p

When the product will be picked up?

Usually, the products will be picked up from your address within 5-7 business days after the return request is initiated. In case of any delays or issues, please contact us we’ll be happy to help. /p

Can I exchange the product at a nearby store?

Yes, you can exchnage the product from your nearest ZELLBURY outlet. /p

Can I return the product at a nearby store?

No. You can not return the product to any offline stores. Please follow the steps mentioned in the FAQs to initiate the return from your online account and hand it over to the assigned pickup courier. /p

When will I get my refund?

Your refund initiated within 1-3 business days after the successful delivery of your reverse pickup at the Zellbury outlet./p

I do not wish to return the product now after creating the return. What should I Do?

You can contact customer care to cancel your reverse pick-up request./p

Can I get the pickup done from a different address?

The pick up can be done where the order was delivered to you only, changing the location is not possible./p

Where will I get my refund?

You will get the refund in the form of voucher wihch you will get on your registered number and email./p

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

Yes, If your cancellation request is processed before the order is dispatch, the amount will be refunded.
If the order is already dispatched, we will accept your returns request but refunds won't be issued. /

How can I use vouchers to make purchase?

Enter the voucher code into the ‘Discount Code” field at checkout to apply it to your order.
Coupons can be issued for a particular amount or a discount percentage.
If your order amount (including shipping charges) exceeds the coupon amount, the additional amount can be paid through COD or Credit Card.
Please read the terms & conditions for the coupon code carefully. Coupon codes can only be redeemed online using the same email ID, upon which the coupon has been issued.
This coupon code is valid for one time usage only i.e. if you do not use the full coupon amount, it cannot be re-issued or extended./p

My Voucher code is not working? What should I do?

In case you are unable to use a voucher on Zellbry website, please contact us via email with the following details and we’ll help you with it:

Voucher Code
Screenshot of the voucher error /p

Will I receive the same product I see In the photo?

Yes, you will receive the same product that is shown on the website however the actual product color may vary slightly from the images shown as every mobile display has a different capability to display colors. /p

Prices listed on the Zellbury website and In-Stores are the same?

Yes, If there is a price discrepancy between the website and the garment tag, the price on the website is the correct one. /p

Where I can find a size chart?

Every product has a size chart available on the product page so that our customers can find the right size for their products. If you are still having doubts, contact our Customer Care team. /p

How can I check if an item is currently available in stock?

To find out if an item is available on the Zellbury website you can simply enter the SKU number into the search bar on our website to see the availablity. /p

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. /p

What payment options can I have?

We are in talks with multiple payment providers to provide a frictionless shopping experience to our loyal customers.

Cash on Delivery
Credit / Debit Cards (Visa/ Mastercard/UnionPay/ PayPak) - In Process
Easypaisa Wallet - In Process
Alfa Wallet - In Process
Keenu Wallet - In Process
HBL Net Banking - In Process /p

What should I do if my payment fails?

In case of payment failure, please verify if the payment information you have entered is accurate. If your account has been debited after a payment failure, it is normally reimbursed to your bank account within 7 business days. Please contact your issuer bank for any further inquiries regarding payment failure.
You can also email us at customer.care@zellbury.com or call us at +922138402072 with your order number for the status of your payment./p

Is there any form of advance payment required for COD?

No, you need to pay the full amount in cash once your order is at your doorstep.
For COD orders of a large amount, our Customer Care team may contact you for verification and ask you to process 50% amount before your order is dispatched. /p

Can I pay COD with a cheque or anyother payment method?

We will only accept cash if you opted Cash On Delivery payment method for your current order./p