User Account and Password

WOULD YOU LIKE TO CREATE A USER ACCOUNT WITH FASHSOUQ.COM?

You can create a new account with Fashsouq.com by clicking on ‘Register’ at the top of the Fashsouq.com homepage. Once you have filled your details, just click on ‘Register’. A confirmation email will be sent to your email address after you have completed the registration process.

You can change and edit your personal information whenever you want. Your information at Fashsouq.com is confidential and will not be forwarded to any third parties.

WOULD YOU LIKE TO CHANGE YOUR PERSONAL INFORMATION?

If you want to change your information on your Fashsouq.com account, simply Log-in to your account. Click on ‘Account Details’ to view your current information. To edit the information, simply fill in your updated details and click on ‘Save Changes’.

DID YOU FORGET YOUR PASSWORD?

If you have forgotten your password, you can change it by clicking on ‘Log-in’ at the top of the Fashsouq.com homepage. Click on ‘Forgot password?’ and type in your email address. You will then receive an email with your new log-in information. Log-in to your account with this new information. Once you are logged in you can change the password by clicking on ‘Account Details’.

Payment

WHAT PAYMENT METHODS DOES FASHSOUQ.COM ACCEPT?

At Fashsouq.com we accept Cash on Delivery as well Credit Card transactions. We accept payments online using Visa and MasterCard credit/debit card in AED, PKR, INR as well as USD.. Our priority is to ensure that the transactions are secure therefore your credit card number will be protected using industry leading encryption standards. We currently accept Visa and MasterCard credit cards and no extra fee is charged on your credit card transactions. At Fashsouq.com you have the option to save your credit card details which enables you to make a quicker checkout once you have made your selection.

For customers without access to a credit card, we accept Cash on Delivery as an alternative payment method. However, since most of the goods available on our website our high end items it is not possible to pay for them via cash and therefore a maximum of Rs 50,000 has been set as the limit for Cash on Delivery transactions.

We also offer Cash on Collection payment option through our courier partners. You can do this by booking a collection through our courier partner. Once the collection has been made through the courier, they will notify us and we will ship the product.

WHEN DOES FASHSOUQ.COM CHARGE MY CREDIT CARD?

When you place an order online, the total sum of your order is pre-authorized by your credit card and will be reserved for Fashsouq.com. This means that the given amount can be charged to your credit card. The available limit on your credit card will be changed according to this pre-authorized amount.

ARE MY BANK DETAILS SECURE WITH ONLINE PAYMENT AT FASHSOUQ.COM?

Our number one priority is to ensure that your transactions at Fashsouq.com are secure. For that reason, we use the best encryption standards which encrypt the information you share with us and ensure that it is safe and not accessible to any third party. All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties.

Return/Exchange & Refund

CAN I CANCEL MY ORDER AFTER I’VE PLACED IT?

Here at Fashsouq.com, we start to process your items as soon as we receive it. Therefore, once an order has been placed, you are no longer able to cancel it.

WHAT DO I DO IF SOMETHING IS MISSING FROM MY ORDER?

Please ensure that you have checked the package thoroughly for the missing item. If the item is still missing please inform us so that we can look into the case. You can call our Customer Service Team on (+971)-4-429 3409 and (+971)-5-22073299 (Whats App only) between 9am and 5:30 pm (GMT+4) or email us on customerservice@fashsouq.com and someone from our Customer Services Team will be happy to assist you with all your queries.

WHAT IF I RECEIVE A DIFFERENT ITEM THAN THE ONE THAT I HAVE ORDERED?

The Fashsouq.com team is dedicated to ensuring that all our customers are satisfied with our service. However, if you receive the wrong item please inform us on (+971)-4-429 3409 and (+971)-5-22073299 (Whats App only) or email us on customerservice@fashsouq.com and someone from our Customer Services Team will be happy resolve this for you right away.

WHAT IF I WANT TO RETURN THE ITEM FOR A REFUND?

Once the order is placed, no full or partial refund will be issued in case the customer wants to return the product for a refund.

Shipping & Tracking Your Order

HOW MUCH DOES SHIPPING COST?

Due to customs charges and courier costs, customers across Pakistan will be charged PKR 1,500 and customers across India will be charged INR 750 for delivery respectively. Delivery across UAE, however, will be charged 12 AED shipping cost.

IS YOUR PACKAGE INSURED?

All shipments sent out by Fashsouq.com are insured against theft and accidental damage. This insurance ends once the shipment has been made and a written acknowledgement is received against it.

WOULD YOU LIKE TO TRACK YOUR ORDER AND FIND OUT WHEN IT WILL GET DELIVERED?

Once Fashsouq.com ships your order, you will receive a confirmation email from our courier partner, complete with a tracking number. You can track your order through the tracking information provided to you in that email.

DOES YOUR WEBSITE DELIVER TO MY COUNTRY?

Fashsouq.com currently delivers across Pakistan, India and the UAE. The delivery charges for these countries are listed in the ‘Shipping and Tracking your Order’ section.

Products

ARE ALL ITEMS ON FASHSOUQ.COM AUTHENTIC?

The Fashsouq.com team takes pride in the fact that all the products offered under our name are 100% authentic. We are the first authorised online retailer in Pakistan that offers authentic premium brands. We have a team of experts dedicated to conducting thorough quality checks to ensure that the products are original.

HOW LONG BEFORE I RECEIVE MY ORDER?

Here at Fashsouq.com, we aim to process your order soon as we receive it. However, delivery can depend on the customer’s location and therefore, we advise that you give a maximum of 5 working days for your order delivery.

HOW CAN I SEARCH FOR A PRODUCT ON FASHSOUQ?

You can search for the item that you want by entering it in our search bar on the Fashsouq.com homepage. All the relevant items associated with the item searched will be displayed. You can further refine your search by using the advanced search option by selecting the category, colour, price and size as the specified criteria.

Alternatively, you can also select your favourite brand from our ‘Brands’ section located at the top of our website and use the drop down bar to click on the brand and view our selection.

WHAT DO I DO IF THE ITEM I WANT IS OUT OF STOCK?

Fashsouq.com tries to maintain certain levels of stock to be able to meet the demand for popular items but because of high demand some items run out of stock. As new products are continuously being added to our website, it is not possible for Fashsouq.com to determine when a certain item will be in stock again. To stay up to date on our latest items, please visit our site.

WHAT IF THE ITEM I RECEIVE IS DAMAGED?

At Fashsouq.com, we take care to ensure that everything we ship meets our quality standard. Our team makes a video of each item as its being packed and shipped. However, if an item you have received is still damaged, please contact our Customer Service team and quote your order number and we will assist you.

WOULD YOU LIKE TO ADD AN ITEM TO YOUR WISHLIST?

Thanks to Fashsouq.com’s personal Wishlist you can save the items on the website and return later to buy them. With just one simple click, you can move an item from your Wishlist to your shopping bag. Please do note that the Wishlist will not reserve the items for you, it will just hold the items for your quick reference.

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Customer service

Payment Options