FAQs

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. 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.

10. 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.

1. What payment options do I have?

. Cash on Delivery – Local Orders Only

. SafePay – Local Orders Only

. PayPal (2Checkout) – International Orders Only.

. Debit / Credit Cards (VISA, MASTER) – Local & International Orders

. Debit / Credit Cards (2Checkout- AMEX, JCB, DISCOVER) - International Orders Only

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

2. What are the conditions for Cash on Delivery (COD)?

To avail COD, please follow these instruction.

. At checkout, select ‘Cash on Delivery'.

. Upon the courier’s arrival, pay your total order amount in cash.

3. Is Cash on Delivery (COD) available internationally?

Unfortunately, COD is only available in Pakistan.

4. 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.

5. Can I pay COD with a cheque?

We only accept cash for COD orders.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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. 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.

11. What are the different types of taxes / duties?

For Local Customers:

“GST” or a Sales Tax is a tax placed on various products by the Government of Pakistan.

For International Customers:

United Kingdom: As per the UK law, orders under the value of 135 GBP (including taxes and shipping) are considered to be ‘B2C’ transactions. For such orders, the VAT will be charged at checkout as a part of your order amount. SAPPHIRE then pays the VAT charges on behalf of customer, while bearing
the Customs Duties.

For orders values of 135 GBP and above (including taxes & shipping), the VAT will be paid by the customer upon receiving the order.

Canada: Canada has a 5% Goods and Services Tax (GST). Some provinces either charge an additional Provincial Sales Tax (PST), or use a harmonized sales tax (HST) that includes the GST.

VAT Percentage in Canadian Export Shipments:
Ontario VAT: 13%
Alberta VAT: 5%
British Colombia VAT: 12%
Manitoba VAT: 13%
New Brunswick VAT: 15%
Newfoundland and Labrador VAT: 15%
Northwest Territories VAT: 5%
Nova Scotia VAT: 15%
Nunavut VAT: 5%
Prince Edward Island VAT: 15%
Quebec VAT: 14.975%
Saskatchewan VAT: 1%
Yukon Territories VAT: 5%

For international customers only: If Duty, Taxes or VAT is charged at the shipping destination by International Customs according to their local Customs policy, it will be paid by the consignee/buyer. Sapphire Retail Limited will not accept any returns nor will it be responsible to pay any charges imposed by international customs, in terms of Duty / VAT.

1. What is the delivery time?

Local order delivery can take between 5 - 7 working days, and International delivery can take between 10 - 15 working days; depending on the size and availability of the product. Orders are processed within 24 hours and are generally scheduled for delivery on the next working day. Timely delivery is subject to availability of stocks and payment authorizations. In certain cases, we might request for some form of payment verification or source to process the order.

During SALE delivery time is upto 15 working days.

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

2. What are the delivery charges for local and international orders?

Local
Sapphire provides 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.

International

US / Canada / Australia & Rest of the World:
Free shipping will be applicable on all order values above 250 USD.

UK:
Free shipping will be applicable on all order values above 150 GBP.

UAE:
Free shipping will be applicable on all order values above 500 AED.

Note:
Free international shipping is not applicable on any of the Sale/Clearance/Home products. International shipping rates are according to the weight of the parcel. These rates will be calculated once you’re on the cart page.

3. Does the price of the order include shipping charges?

For all local & international orders, shipping charges are mentioned separately as part of the order on the check-out page. Final amount charged will include shipping charges.

4. Will free shipping apply to my order if the cart contains both HOME products and clothing?

Free international delivery cannot be availed for any item from the HOME Category or any clearance/SALE items. If the shopping cart contains even a single item from either of the categories, shipping charges will be applied to the entire basket at checkout.

5. Who will bear the VAT and custom duties for international shipments?

All custom and VAT charges will be paid by the customers for all international orders, where applicable. (Further, we would like to inform our international customers that cross-border deliveries are subject to opening and inspection by customs authorities).

6. How do I check the delivery status?

On dispatch, you will be provided a Tracking ID for your order through Email/SMS. You can log on to Courier Partner’s websites for local and international orders respectively, enter your tracking ID and track your order. Also you can track your order by clicking here Track Your Order.

7. What manner of shipping do you use?

We use M&P, TPL, Swyft, TCS, Leopards and Call Courier for local orders and DHL for international ones.

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

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.

9. 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 a processed order before it has been dispatched. Please call Customer Care at +92(0)42 111-738-245 and check if your order has been dispatched or not.

10. 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.

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.

1. Can I exchange my order?

For all local orders, yes, you can always exchange your order within 30 days of the purchase, granted you have the original invoice and article is not being used.
Note: Sale articles are neither exchangeable nor refundable.

2. Are there any additional charges on exchange?

We will not charge for any exchange orders if the article(s) delivered to you was damaged or incorrect. If the customer wishes to exchange the article, even if the order was correct, then the customer will bear the expense of sending us the article(s).

3. How long will the exchange process take?

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

Important Note: If our team is unable to establish contact with you for an exchange order, for any reason from your side, then your exchange request will be automatically closed on the third day of your exchange request generation.
Please keep your parcel ready beforehand for a seamless swap process.

Note for International Orders: Please take pictures of the package and invoice before opening your order and keep them with you unless you find your complete order intact. It will be helpful to resolve your complaints timely, in case you receive an incorrect or damaged article.

4. What if my order amount changes due to exchange product?

If there is a change in your order amount due to the exchange, in cases were the exchange order value is below original order value, the balance amount will be provided to you as online shopping vouchers. 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 your reasons for wanting to do so. Our call center team will accommodate you fully.

5. Which articles are not exchangeable?

Fragrances, Cosmetics and Sale articles do not qualify for exchange.

What is 2Checkout?

For your convenience, we have collaborated with 2Checkout to provide a secure and reliable platform for making online transactions. Your private information and card details are 100% safe with 2Checkout as they comply with the latest online security standards.

Which payment methods are available with 2Checkout?

We accept payments through PayPal, American Express, Discover and JCB via 2Checkout for International Orders. View Payments
page to view the step-by-step guide for placing an order through 2Checkout.

Can I cancel my order?

Orders dispatched or processed cannot be cancelled or edited. If the customer refuses to accept the order at the time of delivery, Sapphire is not liable to refund or compensate for the order amount.

Will I get a refund if my order is on hold by the customs authorities?

If the Parcel is on hold by the Customs department of the shipping country, the customer is liable to provide all relevant and required documentation to the authorities. Sapphire is not liable to refund the amount for non-clearance of the Parcel. 

As per UK law, orders under the value of 135 GBP are considered to be ‘B2C’ transaction where Sapphire pays the VAT charges on behalf of customers and collect the amount from them while bearing the Customs Duties by itself. For any order that has a product value of 135 GBP and above, including tax & shipping, the VAT will be paid by the customer upon receiving the order.

Note:- Free international shipping is applicable on any order value of 150 GBP and above. However, free international shipping is not applicable on any of the Sale/Clearance/Home products. International shipping rates are according to the weight of the parcel. These rates will be calculated once you’re on the checkout page.

What percentage taxes customer will be charged in Canada?

Canada has a 5% goods and services tax (GST) that applies to most sales. Some provinces either charge an additional provincial sales tax (PST), or use a harmonised sales tax (HST) that includes the GST.

VAT Percentage in Canadian Export Shipments:
Ontario VAT: 13%
Alberta VAT: 5%
British Colombia VAT: 12%
Manitoba VAT: 13%
New Brunswick VAT: 15%
Newfoundland and Labrador VAT: 15%
Northwest Territories VAT: 5%
Nova Scotia VAT: 15%
Nunavut VAT: 5%
Prince Edward Island VAT: 15%
Quebec VAT: 14.975%
Saskatchewan VAT: 1%
Yukon Territories VAT: 5%

NOTE: Free international shipping is applicable on any order value of 250 USD and above. However, free international shipping is not applicable on any of the Sale/Clearance/Home products. International shipping rates are according to the weight of the parcel. These rates will be calculated once you’re on the checkout page.

Free international shipping is applicable on any order value of 500 AED and above. However, free international shipping is not applicable on any of the Sale/Clearance/Home products. International shipping rates are according to the weight of the parcel. These rates will be calculated once you’re on the checkout page.