FAQs

My Account

1. Is an account necessary for placing an order?

No, you can checkout as a guest. However, creating a SAPPHIRE account will enhance your
shopping experience.

. You can save your shipping and billing information to ensure a faster checkout process.

. You will be kept up to date with exclusive offers, sales and updates.

. You can request an exchange directly from your account.

. You can track your orders and review your order history.

. You can add the items you loved to your Wish List and save it for later.

2. How do I make an account?

To create your SAPPHIRE Online Account, follow these simple instructions:

* For desktop users: Click on the Account icon on the top right. Next, click on “Create Your Account”. Enter your details and register.

* For mobile users: Go to the menu and click on the Account icon. Enter your details and register.

3. What if I forget my password?

You can reset your password by clicking on “Forgot your password?” on the Account section. Enter your Email Address to receive a password reset link. Sign In using your new password.

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

Sign in to your account and open the “Addresses” section . To edit your existing address, click on “Edit”. To delete an existing address, click on “delete”. To update a new address, click on “Add a New Address”.

5. Where can I view my order history?

Sign in to your account and open the “Dashboard” on your account page to view your order history.

Order

1. How can I place an order?

Once you have added all your desired items to your shopping cart, follow these instructions:

. Click on the "Shopping Bag" icon and proceed to Checkout

. Enter all your required contact, shipping and billing information.

. Click on ‘’Continue to Payment" and select your preferred payment method.

. Click on ‘Complete Order’ and check your email for an order confirmation Email.

If you have signed in to your SAPPHIRE account, we will have your shipping and billing information stored. You will have the option to edit or add additional shipping and billing details.

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 / colour variant of the product you want to purchase.

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

Unfortunately, we do not offer store pickups yet. We are actively working on bringing this facility to you as soon as possible.

4. How can I review my order after I have placed it?

After placing your order you will receive an Order Confirmation Email with all your order details. If you cannot find it in your inbox, check your junk / spam folder. Contact our customer service team at +92(0)42 111-738-245 to confirm the status of your order if you do not receive this Email.

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

You can contact our Customer Service at +92(0)42 111-738-245 to request changes to your order within 24 hours of order placement, given that the order has not been processed. Alternatively, you can request cancellation of your entire order and place a new one.

6. What is my Order Number?

Your Order Number will be used to identify your order and will be provided in the Order Confirmation Email after you have placed your order.

7. What can I do if I find an issue / discrepancy in my order upon receiving it?

You can contact our Customer Service team by sending an Email at wecare@sapphireonline.pk or calling +92(0)42 111-738-245 to address any issues with
your order.

. In case of missing components, our team will request for your order number and images of article. After verification, pick up will be arranged and we will arrange the complete article depending on availability. If it is sold out, we will offer a voucher for the
same amount paid for that particular item.

. In case of missing items, our team will request for your order number and images of the order received. After verification, we will arrange the missing article depending on availability. If it is sold out, we will offer a voucher for the same amount paid for that
particular item.

. In case of a damaged item, our team will request for your order number and images of the article received. After verification, we will arrange the missing article depending on a availability. If it is sold out, we will offer a voucher or refund for the same amount paid for that particular item.

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

No, an item will only be reserved for you after you have confirmed your order at checkout.

9. Can I cancel my order?

· Customers can cancel orders at any time before the order has been processed
· Once the order has been shipped, you will receive a shipping confirmation via email and along with your order tracking ID. As soon as the product has been delivered, our above-mentioned exchange policy will be applicable to your order
· Sapphire holds the authority to cancel any order in cases, such as; the item is out of stock, pricing errors, or the credit card payment declined by the issuing financial institution

10. What are the benefits of placing an order through an account?

. You can save your shipping and billing information to ensure a faster checkout process.

. You will be kept up to date with exclusive offers, sales and updates.

. You can request an exchange directly from your account

. You can track your orders and review your order history

. You can add the items you loved to your Wish List and save them for later.

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

You can Track Your Order on the order tracking icon on the website. Enter your Order Number and Email Address or CN Number to view the status of your order. Alternatively you can contact our Customer Service team at +92(0)42 111-738-245 to request your order tracking status.

Payments

1. What payment options do I have?

· Cash on Delivery

· SafePay

· Debit / Credit Cards (VISA, MASTER)

Please visit our Payments Guide for further details regarding payment methods for online orders.

2. Is there any form of advance payment required for COD?

No, you need to pay the full amount in cash once your order is delivered to you. For COD orders of a large amount, our Customer Care team may contact you for verification before your order is dispatched.

3. Can I pay COD with a cheque?

We only accept cash for COD orders.

4. 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.

5. 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 bank for any further inquiries regarding payment failure. You can also email us at wecare@sapphireonline.pk or call us at +92(0)42 111-738-245 with your order number for the status of your payment.

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

For Cash on Delivery orders, Billing Address is not required. We only require your Shipping Address which will be the address you want your order delivered to. For Credit / Debit Card orders, we require both Billing and Shipping Addresses, which can either be the same or different. To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ section on the checkout page.

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

SAPPHIRE does not offer returns or refunds. You will be offered a coupon voucher against your order value if you cancel your order within 24 hours of order placement, given that the order hasn’t been dispatched. However, for exceptional cases such as unavailability of items or damaged/ incorrect items delivered we will offer a refund which can take up to 15 working days to process as per bank policy.

8. What is the process of coupon and gift card usage?

Enter the coupon code into the ‘Discount Code or Gift Card” 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. There may be an order amount limit and validity depending on the type of coupon issued. Certain products / categories may be restricted with a particular type of coupon. Coupon codes can only be redeemed online using the same email ID upon which the coupon has been issued. Any 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.

Delivery

1. What is the delivery time for a SAPPHIRE order?
.
Local order delivery can take between 5 - 7 working days
. During SALE the delivery time is up to 15 working days
Orders are processed within 24 hours and are generally scheduled for delivery on the next working day. Timely delivery is subject to availability of items and payment authorizations. In certain cases, we might request for some form of payment verification or source to process the order.

Note: For a smoother delivery process, you may receive multiple packages for one order.

2. Can I ship my order to an international location?
Yes, you can ship your order outside of Pakistan. Please click here to get your order delivered outside of Pakistan.

3. What are the delivery charges for orders?
SAPPHIRE offers free shipping nationwide for orders worth Rs. 6,000 and above. A shipping cost of Rs. 199 will be charged for any order value under Rs.6,000.

4. Does the order amount include shipping charges?
For all orders, shipping charges are mentioned separately on the check-out page. The total order amount charged will include shipping charges.

5. How do I check the delivery status?
Once your order is dispatched, a Tracking ID will be sent to you via Email. You can log on to the courier partner’s website, enter your tracking ID and view the status of your order. Alternatively, you can also enter your ID on the Track Your Order section on SAPPHIRE’s website.

6. Which couriers do you use to deliver orders?
We partner with TPL, Swyft, TCS, LCS, FastEx and Call Courier for all local orders. All international orders are delivered via DHL.

7. How many times will the courier agent attempt to deliver my order in case I am unavailable to receive it?
Our courier partners make at least two attempts to deliver a parcel. Kindly ensure that the address given while placing an order is accurate. On the second failed attempt, the item(s) will be returned to us.

8. Can I get the shipping/billing address of an order changed after it has been processed?
It is only possible to change the address of an order before it has been dispatched. Please call Customer Care at +92(0)42 111-738-245 or email us at wecare@sapphireonline.pk to request any changes to your order.

9. Do you offer worldwide shipping?
Yes, we offer worldwide shipping for all our products with the exception of Fragrances and Cosmetics that can only be delivered within Pakistan. Regretfully, we
cannot deliver any shipments to India, Iran, Israel, Syria and Cuba as per Government directives until further notice.

Note: Please do not accept the parcel if it's already opened or tempered in any way. Kindly only accept parcels that are packed in SAPPHIRE branded flyers.

Security

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?

Yes, you can place an order with us without any hesitation all your personal informations are secured with us. We at Sapphire never compromise on the security of the personal details of customers.

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.

4. What are cookies and why should I know about them?

A cookie is a small text file that is saved to, and, during subsequent visits, retrieved from your computer or mobile device. We use cookies to enhance and simplify your visit. We do not use cookies to store personal information or to disclose information to third parties but rather to store your choice of start page and to store your details. Session cookies are used when you apply product filtration and to check if you are logged in. You can easily erase cookies from your computer or mobile device using your browser.

5. If my credit/debit card is fraudulently used to make an order, what is the procedure of getting a refund?

In case of such a mishap, please call Customer Care at +92(0)42 111-738-245 and they will aid you in rectifying your transaction records and if the order is not dispatched then we will issue a refund. Please note that you may have to divulge personal card information.

Note: Please do not accept the parcel if it's already opened or tampered in any way.
Kindly only accept parcels that are packed in Sapphire branded flyers.

Exchanges

1. Can I exchange my order?

Any article purchased online, except for Cosmetics and Fragrances, can be exchanged from our stores as well as online within 30 days after the article has been delivered, given that the article is unused, all tags are intact and the original invoice is present.

Please note that sale/discounted items are neither exchangeable nor returnable.

2. Are there any additional charges on exchange?

There are no additional charges for the exchange process.

3. How long will the exchange process take?

It usually takes 7-10 days to complete the online exchange process. However, you can also choose to exchange your order at any of our outlets. Please have the order confirmation email and order invoice with you when you want to make an in-store exchange for an online order.

4. What if there’s a difference in the price between the articles that I want to exchange?

In cases were the exchange order value is below original order value, the balance amount will be provided to you as a credit voucher which can be used on our online store only. In cases where the exchange order value is above original order value, you can pay in cash at the time of delivery. To make a partial exchange, call customer service at +92(0)42 111-738-245 and specify the articles you wish to exchange and our team will help you with the process.

5. Which articles are not exchangeable?

Fragrances, cosmetics and sale/discounted articles are not eligible for exchange.