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FAQsOrders
Below are some of are common questions about orders
How do I place an order?
Placing an order at Sinoor is simple:
- Add all your desires items to Cart.
- Click on the Cart Icon and proceed to Checkout.
- Enter your contact, shipping, and billing details and choose your preferred payment method.
- Click Complete Order by Entering your Card Details and after payment, check for the Order Confirmation Email.
Can I place an order by phone?
Yes! You can place your order by calling our Customer Care team at 03042- SINOOR (0304-27466670)
Simply provide the Article Name, size, and colour of the product you wish to purchase.
Can I order online and pick it up from a store?
Currently, we do not offer a store pickup option.
However, we are working on introducing this service soon to make your shopping experience even more convenient.
How can I review my order after placing it?
After placing your order, you will receive an Order Confirmation Email with all the details.
If you don't find it in your inbox, please check your junk/spam folder.
Still not found? Contact our Customer Service team at 03042- SINOOR (030427466670) for assistance.
What is my Order Number?
Your Order Number helps us identify your order.
It will be mentioned in your Order Confirmation Email after you complete your purchase.
What should I do if there is an issue with my order?
Answer DescriptioIf you notice any issues upon receiving your order, contact us at wecare@sinoorshop.com or call 03042- SINOOR (0304-27466670).
Here’s how we handle different cases:
- Provide your Order Number and images of the received item. Upon verification, we will arrange the complete article if available. If it is sold out, a credit voucher of the paid amount will be offered.
- Provide your Order Number and images of the received parcel. After verification, the missing item will be dispatched if available. Otherwise, a credit voucher will be issued.
- Provide your Order Number and images showing the damage. Once verified, the replacement will be arranged if available. If unavailable, a voucher or refund of the item’s value will be provided.
Can I cancel my order?
- Customers can cancel their order at any time before it has been processed.
- Once the order is shipped, a shipping confirmation email with a tracking ID will be sent.
- After delivery, our Exchange Policy will apply.
- Sinoor reserves the right to cancel orders due to out-of-stock items, pricing errors, or declined payments by your bank.
How can I track my order?
You can track your order by:
- Order Tracking ID, which be given to you by courier company.
- 03042- SINOOR (030427466670) for tracking assistance
Payment
Below are some common questions about payment.
What payment options are available?
We accept the following payment methods:
- Cash on Delivery
- (VISA, MasterCard)
For more details, please visit our Payments Guide.
Is any advance payment required for Cash on Delivery?
No, you only need to pay the full amount in cash when the order is delivered.
For high-value COD orders, our Customer Care team may contact you for verification before dispatching the order.
Can I pay for a COD order using a cheque?
No, we only accept cash for Cash on Delivery orders.
Is it safe to use my credit/debit card to make payments?
Yes! All payment information is processed on a fully encrypted and secure platform, ensuring the safety of your data.
What should I do if my payment fails?
If your payment fails:
- Double-check the accuracy of your payment information.
- If your account has been debited, the amount will usually be refunded within 7 business days.
- For further inquiries regarding payment failure, contact your bank or email us at wecare@sinoorshop.com.
You can also call us at 03042- SINOOR (0304-27466670) with your order number for payment status updates.
Can the Billing Address differ from the Shipping Address?
- For Cash on Delivery orders, only the Shipping Address is required.
- For orders, both Billing and Shipping Addresses are needed. You can choose to enter a different billing address during checkout by selecting the “Use a different billing address” option.
Will I receive a refund if I cancel or return my order?
- If you cancel your order within 24 hours of placing it (before dispatch), you will be issued a coupon voucher equal to the order value.
- In cases where the items are unavailable, a will be processed, which may take up to 15 working days according to bank policies.
How do I use a coupon or gift card?
- Enter your coupon code in the Discount Code or Gift Card field at checkout to apply it to your order.
- If your order amount exceeds the value of the coupon, the remaining balance can be paid via COD or Credit/Debit Card.
- Please note that coupon codes are subject to terms and conditions, such as minimum order value, expiry date, and product exclusions.
- Coupons can only be redeemed online using the on which they were issued.
Delivery
Below are some common questions about order delivery.
What is the delivery time for an order?
- Local orders: Delivery typically takes 5-7 working days.
- Sale period: Delivery may take up to 15 working days.
Orders are processed within 24 hours and generally scheduled for delivery on the next business day. Timely delivery depends on item availability and payment authorization. In some cases, we may request payment verification before processing your order.
Can I ship my order internationally?
No, currently we are not offering international deliveries.
What are the delivery charges for orders?
Shipping Fee of Rs. 250 applies to each order.
Does the order amount include shipping charges?
Shipping charges are displayed separately on the checkout page, and the total order amount will include the shipping cost.
Which couriers do you use to deliver orders?
We partner with FastEx for local deliveries.
How many delivery attempts will the courier make if I’m unavailable?
Our courier partners make at least two attempts to deliver your order. Please ensure the provided address is correct. If delivery fails twice, the item(s) will be returned to us.
Can I change the shipping or billing address after my order has been processed?
Address changes can only be made before dispatch. Please contact our Customer Care team at 03042- SINOOR (0304-27466670) or email us at wecare@sinoorshop.com to request any changes.
EXCHANGE
Below are some common questions about exchange.
Can I exchange my order?
Yes, you can exchange any online purchase within 7 days of delivery, provided the item is unused, all tags are intact, and you have the original invoice.
Are there any additional charges for exchanges?
No, there are no extra charges for the exchange process. You just have to pay the shipping charges.
How long does the exchange process take?
The online exchange process typically takes 7-10 days. Alternatively, you can choose to exchange the item at one of our physical stores. When exchanging in-store, please bring the order confirmation email and invoice.
What if there’s a price difference between the exchanged items?
If the exchanged item is less expensive than the original, the balance will be issued as a credit voucher, which can be used on our online store only.
If the exchanged item is more expensive, you can pay the difference in cash at the time of delivery.
For partial exchanges, please contact at 03042- SINOOR (0304-27466670) to specify the items you wish to exchange, and our team will assist you.
Which items are not eligible for exchange?
Sale/Discounted items are not exchangeable.
Have anything in mind? Let’s talk.