1. Is it necessary to have an Account to place an Order?

No, you can Order as a Guest without creating an Account. However, creating an Account has benefits listed below.

2. What are the benefits of creating an Account?

There are several benefits of creating an Account, including:

1. Your billing / shipping information will be saved, and checkout will be faster.
2. You will be able to view your previous Order history.
3. An Account is required to facilitate returns & Order cancelations.
4. Account holders will remain up to date with latest promotions & newsletters.

3. How do I make an Account?

Simply click on ‘Create an Account’, enter the required details & submit the form.

4. I have forgotten my password

Click on ‘Forgot Password’, enter your email address and click on ‘Reset My Password ‘Click on the link you receive on your email address and enter your new password.

1. How can I place an Order?

Select your products from the khaadi.com website and click Add to Bag Once you have added all your desired items to your Shopping Bag, follow these instructions: If you are a registered customer,

1. Make sure you are signed in using the Sign In link
2. Click on the ‘Shopping Bag’ button and proceed to checkout.
3. Select address and click Next
4. Select payment method
5. Proceed to checkout
6. Check your email for a Sales Order Summary

If you are not a registered customer,

1. Click on the ‘Shopping Bag’ button and proceed to checkout
2. Enter all your required shipping and billing information
3. Proceed to checkout
4. Check your email for a Sales Order Summary
5. Enter OTP received via SMS and email
6. Check your email for a Sales Order Summary

2. I haven’t received an OTP code to confirm my Order

In case you are unable to receive an OTP code, then you will receive an automated call from Vivo Collection through which you can confirm your Order. 

3. How do I search for an item on the website?

Click on the search icon on the top right of the website. Enter the item code you are looking for and press Enter on your keyboard.

4. Can I reserve my Order online?

Unfortunately, you cannot reserve your Order online.

5. Can I modify an Order after placing it?

Unfortunately, it is not possible to make changes to an Order once the Order has been placed. However, if your Order has not been Processed, you can cancel it and place a new Order. Click on the Track Your Order link to check the status of your Order.

6. How can I check the status of my Order?

You click on the Track Your Order link to track the status of your Order.

1. I am unable to sign-up

You can place your Order as a Guest without creating an Account.

2. I am unable to sign-in to my Account

In case you are not able to sign-in,

1. Reset your password and try signing-in again. If this still does not work,

3. I am having difficulty paying online via Credit Card

1. Retry payment after ensuring that the information entered is accurate, including all Account Details, Billing Addresses and Password.
2. If that doesn’t work, checkout using the Cash on Delivery (COD) payment option

4. I am unable to subscribe to newsletter

You can subscribe to our newsletter to receive updates on sales & promotions. 

1. How can I pay for my Order?

You can pay for your Order via three payment methods:

1. Cash on Delivery – available nationwide for Orders under PKR 50,000.
2. Online Payment – Visa & MasterCard Debit & Credit Cards
3. Store Credit – credited to your Account in case of a refund or exchange

2. How do I redeem a voucher/discount code on online purchases?

To redeem a discount code, go to your cart and type in discount code below Order in the shopping bag, apply discount and proceed to check out.

3. Can I use a gift card for online purchases?

We currently do not have a gift card option available for online purchases. Gift cards can be used in our retail stores.

4. What is GST?

“GST” or a Sales Tax is a tax placed on various products by the Government of Pakistan. The current rate is 12% for fabrics and 17% for non-fabrics.

5. When will I receive my refund after Order cancellation?

If payments made via Credit/Debit Card are processed, you will receive refund into the source Account within 10 days from the time of Order cancellation.

6. What do I do if my payment fails?

In case of a payment failure, make sure that the payment information you have provided is accurate. If your bank account has been debited after a payment failure, it will be reimbursed to your bank account. Please contact your bank for any issues relating to payment failure.

1. What is the delivery time for my Order?

Your Order should be delivered within

1. 7-10 days for cities.
   

2. What are the delivery charges for local Orders?

Delivery charges starting from Rs.  are applicable on all orders.

3. What manner of shipping do you use?

Our packages are delivered over land by leading third party courier companies.

5. What should I do if I have missed my delivery?

Our courier delivery partners will make 2 attempts to deliver your parcel. Kindly ensure that the address, state and city while placing an Order given is accurate. On the second failed attempt, your order will be cancelled. If you have already paid for this order, your payment will be refunded within 10 days of order cancellation and up to two billing cycles for the credit to appear on your credit card statement.

6. Can I get the Shipping or Billing Address of an Order changed after it has been processed?

To modify your Address, call us. Please note, the address cannot not be modified after the Order has been processed because your order has already been dispatched.

7. What is the difference between “Order ID” and “Tracking ID”?

Your Order ID is used to identify your Order and will be a part of the Order Sales Summary email. Once your Order has been dispatched, your Tracking ID will be sent to you via our courier partner or you may find it in our Track your Order page.

1. What should I do if I have received a defected / wrong product or quantity?

You can also contact our Customer Service centre by emailing us images of defected/wrong product within 72 hours of delivery.

2. How can I exchange my Order?

Products can be exchanged at your nearest Vivo Collection UK retail store. Click here for Store Locator.