Shipping & Delivery Policy

Zarah Nur operates its online store at www.zarahnur.com. We specialise in the design and sale of women's luxury pret, kaftans, kimonos, and short sets under the Zarah Nur brand name.

This Shipping & Delivery Policy outlines our procedures and commitments regarding the dispatch and delivery of all orders placed through our website. We are dedicated to providing a seamless experience from the moment you place your order to the moment it arrives at your door, and work with trusted logistics partners to make that possible.

Dispatch & Delivery Timeline

We work with third-party logistics partners to handle all shipping and delivery. As many of our pieces are made to order, delivery timelines vary by product. For the estimated delivery time of a specific piece, please refer to the relevant product page on our website. For any specific delivery queries, please reach out to our team directly via WhatsApp at +92-336-8907982.

Please note that all delivery timelines provided are indicative and may be subject to change due to unforeseen circumstances.

Delivery Information

To ensure your order reaches you without delay, we require accurate delivery information at the time of purchase, including your full name, shipping address, billing address, and contact details. Zarah Nur will not be held responsible for failed or delayed deliveries resulting from inaccurate information provided by the customer.

Delivery Attempts

In the event of an unsuccessful delivery attempt, we will contact you via your registered email address or phone number. Should a second delivery attempt be required, additional charges may apply.

Delays in Delivery

While we make every effort to deliver your order within the estimated timeframe, delays may occasionally arise due to logistical challenges, weather conditions, public disruptions, or other circumstances beyond our control. We are committed to keeping you informed of any delays and the anticipated revised delivery date. All communication regarding delays will be documented for your reference.

Delivery Personnel

We partner with reputable courier services; however, Zarah Nur is not liable for the actions or omissions of third-party delivery personnel. Any disputes arising from interactions with delivery personnel must be resolved directly with the courier.

Order Tracking

Once your order has been processed and dispatched, you will receive a unique tracking ID via SMS and/or email to your registered contact details. If you are in touch with us via WhatsApp or social media, we can also share your tracking information upon request. Please note that tracking updates may occasionally experience delays due to technical factors beyond our control.

Delivery Charges — Pakistan

We are pleased to offer free delivery on all orders within Pakistan.

Delivery Charges — International

International shipping charges are calculated based on the destination and weight of your order. Please note that the purchase price and shipping cost displayed at checkout do not include customs duties, import taxes, or any other levies imposed by the destination country. These charges are the sole responsibility of the customer and will be collected at the time of delivery by the relevant authorities.

Customs Clearance

Customers are responsible for any merchandise held by their country's customs agency. While we do our best to facilitate smooth customs clearance, any charges, fines, delays, or penalties incurred during the customs process are entirely the customer's responsibility. Zarah Nur will not be held liable for delays or additional costs arising from customs procedures.

 

Goods Not Received

Definition

A 'Goods Not Received' situation refers to circumstances in which a customer does not receive their order within the expected timeframe, or does not receive it despite a successful delivery confirmation being issued.

Eligibility

This policy applies to all orders placed with Zarah Nur.

Delivery Address & Confirmation

Orders will be dispatched to the shipping address provided at the time of purchase. Our delivery process is contactless and does not require a physical signature. Proof of delivery is provided by our third-party courier partner and clearly identifies both the sender and recipient. In the event of a dispute, this documentation will serve as evidence.

Tracking & Dispatch Confirmation

A tracking number will be issued for every order, confirming that the parcel has been dispatched to the address provided.

Reporting Timeframe

Any 'Goods Not Received' issue must be reported to our customer care team within 7 working days of the expected delivery date. Working days exclude weekends and public holidays.

How to Report

To report a missing delivery, please contact our customer care team at zarahnurmngmnt@gmail.com or via WhatsApp at +92-336-8907982, and provide your order number, a description of the issue, and any relevant documentation such as your tracking number or delivery confirmation.

Missing Deliveries

Zarah Nur follows rigorous processes to ensure all orders are dispatched correctly and on time. However, by accepting these terms and conditions, the customer acknowledges that the tracking number serves as confirmation of dispatch. In cases of missing deliveries, we strongly encourage customers to contact the designated courier directly. Our customer care team is available to assist you in reaching the courier and resolving any delivery-related concerns.

Customer Responsibility

It is the customer's responsibility to provide an accurate and complete shipping address at the time of placing their order. By accepting these terms and conditions, the customer agrees to contact the courier directly in the event of any delivery discrepancies, and acknowledges that Zarah Nur's liability is limited once the order has been dispatched.

Investigation Process

Upon receiving a report of a missing order, our team will review the case internally, liaise with the courier where necessary, and maintain clear communication with the customer throughout. The outcome of the investigation will be shared with the customer, and we will work to reach a fair resolution.

 

Further Assistance

For any delivery-related queries or concerns, please contact us at zarahnurmngmnt@gmail.com or via WhatsApp at +92-336-8907982. We are here to help.