FAQ

Customer Concerns

Q: What are your shipping times and costs within Pakistan?
A: Shipping times typically range from 3-6 business days within major cities in Pakistan.

Q: What are your delivery charges within Pakistan and internationally?
A:It’s PKR 180/- nation wide and free delivery on the amont of PKR 3000/- For international charges you can contact us it varies as per country and the weight of the parcel.

Q: What are your delivery charges internationally?
A:For international orders, customer bears the shipping and handling costs. The shipping charges, for international customers, are calculated at checkout according to the customer’s location. We do not offer free shipping for international orders.

Q: What is your return and exchange policy?
A: We offer a 7-day return/exchange policy for unused items in their original packaging. For damaged items, customers must share pictures within a certain time frame (e.g., 24 hours) for a replacement or repair at no extra cost. Note that custom-made items are often non-refundable unless damaged. 

Q: What if the customer doesn't like the product?
A: We offer an exchange policy where customers can exchange the product for another item of the same or higher value. Cash refunds are often not offered by Jazz Cash or Easy Paisa or SadaPay ; alternatively, we can also give store credit or coupons of equivalent value may be provided, which can be used in your next purchase 

Q: Can I customize a jewellery item or get it engraved?
A: Yes, we may offer customization and engraving services on select items. Customers can specify their requirements, and we will provide a quote and timeline. This should be a clearly communicated policy. But it is limited to few articles only which mention in their description.

Q: How can customers track their orders?
A: Once an order is shipped, a tracking ID will be generated and shared with the customer, allowing them to monitor their delivery status. 

Q: How can I be sure about the product quality (e.g., is it real gold/silver or artificial)?
A: It is clearly state the material, quality, and craftsmanship of the jewellery in the product descriptions. For artificial jewellery, it is ensured that the pricing, design and description reflect this to set the right customer expectations and build trust. 

ORDER CANCELLATION

If you want to cancel your order, you need to inform our customer service number before your order has been dispatched. If your orders have been dispatched, no cancellations are entertained since orders are shipped promptly to make sure there are no delays in shipping and you get your order on time. Our shipments leave at 6pm every day, so, for cancellations, ideally the customer is supposed to cancel before the first 6pm that comes after he/she has placed the order. It can be done by Contacting us at (+92 310 999 2393). ZENAT has the authority to cancel orders for unforeseen circumstances or/and reasons such as; the item is out of stock, pricing errors, etc.