Frequently Asked Questions
1. How do I search for an item on the website?
Click the Search icon located at the top-right corner of the website, enter the product or article code, and press Enter to find your desired item.
2. Can I reserve my order online?
Unfortunately, online order reservations are not available.
3. How will I know if Nakoosh has received my order?
Once your order is placed successfully, you will receive a Sales Order Confirmation via email. If you do not receive the confirmation, please contact our customer support at +92-21-36821072 or +92-21-36821071 during business hours.
4. Can I modify my order after placing it?
Orders cannot be modified once they have been placed. However, if your order has not yet been processed, you may cancel it and place a new order with the correct details.
5. I'm having difficulty paying online with my credit or debit card. What should I do?
Please try the following:
- Verify that all payment details, billing information, and card credentials are entered correctly.
- If the issue persists, you can place your order using Cash on Delivery (COD) (within Pakistan).
- For international orders, you can place your order via WhatsApp: +92-3168265453 by sending the product image, required size, delivery address, and contact details.
6. What payment methods do you accept?
We currently accept the following payment methods:
- Cash on Delivery (COD) – Available nationwide for orders up to PKR 50,000
- Online Payments – Visa & MasterCard Debit/Credit Cards
- Western Union (via WhatsApp orders)
- Bank Transfer (via WhatsApp orders)
7. Can I use a gift card for online purchases?
Currently, gift cards cannot be used for online purchases. They are only redeemable at Nakoosh retail stores.
8. What should I do if my payment fails?
Please ensure that all payment information is correct. If your bank account has been charged despite the payment failing, the amount will typically be reversed by your bank. For further assistance, please contact your bank directly.
9. What is the delivery time for my order?
Estimated delivery times are:
- Within Pakistan: 7–10 business days
- International Orders: Approximately 15 business days
10. Which courier service do you use?
We partner with trusted third-party courier companies to ensure safe and timely delivery of your orders.
11. Do you ship internationally?
Yes. We deliver orders worldwide. Shipping charges vary depending on the destination country and parcel weight.
12. What happens if I miss my delivery?
Our courier partners will attempt delivery twice. If both attempts are unsuccessful, the parcel will be returned to our head office. Please contact our customer support with your Order Number to arrange redelivery once the parcel has been received back.
13. Can I change my shipping or billing address after placing an order?
You may request an address change by calling +92-21-36821072 or +92-21-36821071. Address changes are only possible before the order has been processed and dispatched.
14. What should I do if I receive a defective, incorrect, or incomplete order?
Please contact us within 72 hours of receiving your order by:
- Email: sales@nakoosh.com (attach clear images of the issue)
- Phone: +92-21-36821072 or +92-21-36821071
- WhatsApp: +92-3168265453
Our team will review your request and assist you accordingly.
15. How can I exchange my order?
Customers within Pakistan can exchange products at their nearest Nakoosh retail outlet. For international orders, the product must be shipped back to us. Once received and inspected, we will dispatch the replacement item.
16. Can I cancel my order after it has been placed?
Yes. Orders can be cancelled before they are processed and shipped. Once an order has been dispatched, it cannot be cancelled. To request a cancellation, please contact our customer service team as soon as possible.
17. Can I get a refund after my order has been delivered?
Unfortunately, we do not offer refunds on delivered orders. However, if you receive a defective product, an incorrect item, or the wrong size, you may request an exchange in accordance with our exchange policy.
