CUSTOMER CARE

 

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FAQ

 

DELIVERY OF ORDER

What is the delivery time?

Order delivery takes 7-14 days. Orders are processed before 1 PM on a working day and orders placed after 1 pm will generally schedule for delivery for the following working day.

Reasons of delayed delivery of my order?

Timely delivery is subject to availability of stocks and payment authorizations. In certain cases, we might request for some form of payment verification or sources in order to process the order.

Delivery charges?

We offer free delivery on all orders inside UK. For international orders, Shipping Charges depends on the delivery location and package weight and that will be guided upon order confirmation.

Any possibility of splitting the order in case of unavailability of part of the order?
 

We typically dispatch ordered items in one order altogether. And if there is any change customer will be notified. And payments will be adjusted as accordingly.

Do you provide International delivery?

We ship all over the world through our courier partners through DHL and SkyNet Services.

Can I check the delivery status?

All items displayed on Hoorain.uk are delivered through warehouses in Pakistan and UK through reputed courier partners and once they get dispatched, customer will be notified with a Tracking ID of order through email.

SHIPPING

Does the price of the order include shipping?

We offer free shipping across UK.

What are the shipping charges?

We offer free shipping across UK. For international orders, Shipping Charges depends on the delivery location and package weight and that will be guided upon order confirmation.

Is every item eligible for international shipping?

All items available on our hoorain.uk are shipped both locally and internationally.

How much time do you take to ship internationally?

It normally takes us 7-14 working days to deliver international orders depends on the flights in operation.

Does the order shipped abroad include any additional duties or taxes?

Typically, there are no additional charges. However on certain occasions where international orders are withheld by the local customs office, additional duties and taxes are to be borne by the customer.

What manner of shipping do you use?

We ship all over UK through our courier partners Royal Mail, and internationally through DHL and SkyNet.

PRICING

Are the prices mentioned on your website for stitched and unstitched suits?

We only do stitched original articles of Pakistani famous high street brands. Prices are mentioned against all products available online.

How will I know how much my order costs?

You will get to know the complete cost for your order at the checkout page. Upon requesting an item, you will receive a confirmation email with complete details for your order, including shipping charges.

In what currency are the prices displayed in?

Prices on our website are displayed in Pound Sterling and US Dollar.

Can I cancel my order?

Yes, you can cancel your order within 24 hours. If the order is made by Clearpay or Laybuy 6% will be deducted from the total order price and if any other payment services, 2.9% will be charge.

Can I add items to the existing order?

Unfortunately, it is not possible to combine orders.

Can I suggest changes to an order?

We don’t accommodate any changes to the order. We suggest that the customer cancels the order within 24 hours of placing the order, and places a new order.

From where can I place my order?

You can order from all over the world on Hoorain.uk.

Can I pre-order an item?

Yes you can pre-order items of brands on pre-order display.

 

PAYMENTS

How I can make a payment?

Following are the payment options available for your convenience:

Cards (PayPal, Visa Debit/Credit, Master Debit/Credit, American Express).

International duty and charges?

Only in few cases where international customer orders are held by the local customs offices, and there clearance charges are to be borne by the customer.

 

RETURNS & EXCHANGE

Return an item?

Hoorain.uk offers a return or “Money Back Guarantee” on purchased items. A refund occurs in situation of defective or an incorrect item is received by the customer. A refund will be processed only if the item sent back to Hoorain.uk is not damaged by the buyer and has not been used. Buyer will pay the return Postage. 

What if I am not satisfied with my purchase?

If your purchase is faulty, defective, damaged, or does not match the original specifications for the product or is found to be not the same as you had actually purchased, you may notify us by Email at customercare@hoorain.ukOne of our representatives will make the best effort to facilitate you in the best way possible.

TECHNICAL PROBLEMS

An error while placing the order?

Kindly take a screenshot of the page and forward us at customercare@hoorain.uk.

Will the product be identical to the pictures publicized/displayed?

Yes, the product will be identical; however there may be slight variances when it comes to the embellishments or Fabric and Accessories provided by the brand. We have made every effort to display as accurately as possible and to provide premium quality of the stitched dresses as per pictures.

Email Delivered to Spam Junk Folder?

If you do not receive the communication message from us, please check your Junk E-mail or Spam folder just in case the email got delivered there instead of your inbox. If so, select the message and click Not Junk or Spam, which will allow the future communication to get through

In case of a technical issue on the website, is there any alternate to place an order?

We encourage our customers to place orders on our website. Our expert technical team ensures that our website functions efficiently at all times however in case there is a technical issue with the website, we would request our customers to bear with us and retry once the issue is resolved. In case the issue persists, please email us at customercare@hoorain.uk.

Providing any technical assistance in case of any issue related to an order?

We don’t provide any technical support, but please do reach out to us at our customer service email at customercare@hoorain.uk.

ONLINE SECURITY

Is my personal information kept secured?

All payment information submitted by our customers is encrypted and is kept secure and confidential.

Why should I give you my personal information?

Customer information pertaining to name, card billing details and shipping addresses are necessary to process any electronic transactions via credit/debit cards. These are essential inputs into the fraud detection mechanisms built by our payment partners.

OTHERS

To find a specific product I am looking for?

All our products come with a unique product code/names and brands. Simply enter the specific code/name in the search option available on the website and it will help you find the product of your choice. If you do not receive any results, this means the product is not available anymore.

Receive regular updates about the new collections coming?

You can sign up for our email newsletter.

Size chart?

Yes. for size chart kindly check our Stitching Policy.

Minimum order quantity limit?

There is no minimum order quantity limit in terms of total order price.

Lodge a complaint if there is any?

In case of a complaint, please fill this complaint form. One of our customer service representatives will assist you on priority.

If the product I want is out of stock?

If a product runs out, it will either not be visible on the website or it will be marked as “Out of Stock”. An order may only be placed once the product shows as “Available” on the website.

An item is in stock?

An “In Stock” product will always have an “Add to Cart” button on its page. If your desired size for a product is not present on the page, it means the size is out of stock.