MY ACCOUNT

1. Do I need to have an account to shop with you? 

Ans: You can shop from our online store without creating an account and can place an order with guest checkout. However, creating an account will make your shopping process easier.

 

2. How do I create an account? 

Ans: Click on ‘Create an Account’ mentioned on our homepage, you will be promoted to a page on which you will be required to fill out personal details in order create your account.

 

3. How can I change my shipping address? 

Ans: Yes, you can edit or add a new shipping address by logging in to your account. Please sign in and click on ‘My Account’. You will be able to edit/update your details in your account and save them for future orders. In case your order is confirmed and you wish to change the delivery address, please contact our customer service immediately. The requested change will be carried out in case the order is not processed.

 

4. What if I forget my password? 

Ans:  Click on ‘Forgot Your Password’ available at the login/sign-up page. Enter your email address and click on ‘Reset Password’. A set of instructions will be sent to your registered email ID to re-set your password. After your credentials have been verified, you will be able to create a new password.

 

ORDER

1. How do I place an order? 

Ans: Following are the steps to place an order successfully: 

• When browsing through our web, you can enter the quantity in the tab provided next to the product you wish to buy and click ‘add to cart’. You can add as many items as you wish to buy.
• After you have finished browsing and click on ‘proceed to checkout’ you will be promoted to a page on which you shall pick a payment method (different payment methods are available as addressed in FAQs below)
• You will receive an email/SMS of sales invoice which verifies that we have received your order
• Your order will be confirmed via phone call by our Customer Service and proceeded for delivery

 

2. How long will my order take to arrive?

Ans: You will be provided with a tracking ID in order to keep a track of your order. Domestic orders normally take 5-7 days to arrive; whereas, international orders normally take 7-10 days.

 

3. Can I cancel my order? 

Ans: Your order cannot be cancelled once you check out. However, you can cancel the order when you receive a verification call from our Customer Service. Once the order is confirmed then you can’t cancel the order.

 

4. Do you take orders over phone call or WhatsApp? 

Ans: Yes, you can place your order on WhatsApp or phone call on our number +92 312 4186159. Please ensure to provide the article picture, color and size of the product you wish to purchase.

 

5. What does it mean if I don’t receive a sales invoice via email/SMS after I check-out? 

Ans: If you haven’t received a sales invoice via email within an hour it means your order hasn’t been successfully placed.

 

6. How will I know the status of my order? +

Ans: You can contact our customer service to know the status of your order. Helpline/WhatsApp: +92 312 4186159

 

7. What is the difference between order ID and tracking ID? 

Ans: Order ID will be issued at the time you place an order, it is a unique number assigned to your transaction. Tracking ID will be issued at the time your order is dispatched, this ID will be used to track your order and the status of delivery.

 

8. Can I add more items to my existing order? 

Ans: You will have to place a new order and cannot add more items to the order that has been processed. You can edit your order before the order is dispatched by using your Order ID, please contact our customer service immediately.

 

9. Does adding an item to the cart means that the item is reserved? 

Ans: Just adding the product in the cart does not mean the product is reserved. The product is not yours until you pay for it and place an order.

 

10. What is the difference between ‘add to wishlist’ and ‘add to cart’? 

Ans: "Add to wishlist" means you like the product and may consider buying it sometime later but not right now; whereas, when you add a product to the cart, it means that you are serious about buying the product and that you are just a few steps away from making the payment.

 

PAYMENT

1. What payment options are available? 

Ans: Following are the payment options available to shop at our online store;

• Cash on Delivery (For domestic clients only)
• Easy Paisa/Jaz Cash (For domestic clients only)
• Online payment (For Domestic and International Clients)
• Bank transfer (For Domestic and International Clients)

 

2. What does Cash on Delivery mean? 

Ans: If you choose Cash on Delivery as a payment method on the checkout page, it means you’ll be asked for the required amount in cash at the time of the delivery and will be provided with a receipt along with your purchase.

 

3. Is Cash on Delivery service offered to international clients?

Ans: No. It is a service offered only to domestic clients.

 

4. Can I get a refund?
   Ans:  Lubana Store strictly follows ‘No refund’ policy. Kindly, read our Exchange Policy for further details.

 

DELIVERY

1. Do you ship internationally? 

Ans: Yes, we ship internationally!

 

2. Are the prices inclusive of delivery charges? 

Ans: No. The prices are exclusive of delivery and shipping charges.

 

3. How are the delivery charges calculated for international orders? 

Ans : Delivery charges for international orders vary according to the weight of parcel and the region of delivery.

 

4. What is the delivery time?

Ans: Local Order delivery can take between 3- 7working days, and International delivery can take between 7-10 working days; depending on the size and availability of the product. Orders are processed within 24 hours and are generally scheduled for delivery the following working day. Timely delivery is subject to availability of stocks and payment authorizations. In certain cases.

5. How do I check the delivery status?

Ans: On dispatch, you will be provided a Tracking ID for your order through SMS. The SMS sent will be from the courier company delivering your order. You can log on to our Courier Partner’s websites for local and international orders respectively, enter your tracking ID and track your order. 

• https://callcourier.com.pk/Tracking.html
• http://www.dhl.com.pk/en/express/tracking.html

 

6. What manner of shipping do you use?

Ans: We use TCS and Call Courier for local orders and DHL for international ones.

7. How many times will the courier agent attempt to deliver my order in case I am unavailable to receive it?

Ans: 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.

8. Can I open the parcel/order at the time of delivery?

Ans: Customers cannot open up the parcel/order before the delivery of cash to the dispatch team. In case of damage/defect customer should let us know via helpline +92 312 4186159 or email at info@lubanastore.com

 

 

SECURITY

1. Is my personal information safe? +

Ans : Yes, your personal information is absolutely safe, please read our Privacy Policy

1 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.

2. Is my personal information kept secured?

All payment and shipping data presented by our clients is kept secure and classified. Only approved personnel have access to this data.

3. 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.