Is an account necessary for placing an order?

Although you can order as a guest, having a Jade account will enhance your shopping experience by keeping you up to date with newsletters, storing your billing/shipping information and ensuring faster checkouts.

What if I don’t get a Sales Order Summary?

A Sales Order Summary is essentially a soft receipt that should be emailed to you within an hour of placing your order. If you don’t get one in your inbox, check your junk/spam folder and if it still isn’t there, call Customer Service at + 92 3000644333 to confirm your order

What if I found any discrepancy in my order/product?

.First, we’ll try to arrange the same article for you depending upon the availability on the website, otherwise.

.In case of article unavailability, voucher of paid amount will be issued valid for online store only, which can be used instantly or in the future.

How will I know that you have received my order?

In case of advance payment the sales order summary emailed to you will act as confirmation that your order has been logged in our record and for cash on delivery you also need to answer the confirmation call

What is the difference between Order ID and Tracking ID?

Your Order ID will be used to identify your order and will be a part of the Order Sales Summary email. Tracking ID will allow you to check the status of your delivery on the courier’s website.

Can I add items or make changes to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order once the order has been processed.

 Can an order be available for store pickup?

Unfortunately, we do not offer store pickups yet.

How Will I know the Status of my order?

You can contact our customer service to know the status of your order. Helpline + 92 3000644333


 What payment options do I have?

. Cash on Delivery (available nationwide).

. Online payment (Visa Debit/Credit, Master Debit/Credit).

Is it safe to use my credit/debit card to make payments?

All payment information on our website is processed on a fully encrypted and secure platform and kept confidential with only authorized personnel having access to your information.

 What are the conditions for Cash on Delivery (COD)?

To avail COD, please follow these instruction.

. At checkout, select ‘Cash on Delivery'.

. Upon the courier’s arrival, check for the original receipt and pay only the amount mentioned on that receipt in cash.

Is Cash on Delivery (COD) available internationally?

Unfortunately, COD is only available in Pakistan.

For international customers only: If Duty, Taxes or VAT is charged at shipping destination by international customs according to their local customs policy, it will be paid by the consignee/buyer. Jade will not accept any returns nor will it be responsible to pay any charges imposed by international customs, in terms of Duty/VAT.

Can the billing address differ from the shipping address?

For Cash on Delivery orders, billing address is not required. We only require your shipping address which will be the address you want your order delivered to. For Credit Card orders, we require both billing and shipping address, which can be the same or different addresses. To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ tab on the checkout page.

How do I redeem a Gift card or discount code?

To redeem a promotional code, simply type in or copy the code into the ‘Gift card or discount code’ text bar on the checkout page..

Can I pay COD with a cheque?

Unfortunately, for logistical reasons, we only accept cash for COD orders.

Is there any form of advance payment required for COD?

No, you only need to pay the full amount in cash once your parcel is delivered to you.

Will the amount be refunded if I cancel or return the order?

Usually we facilitate customers in shape of credit voucher, however in any exceptional case, refund can also be facilitated which can take up to 15 working days as per the bank policy.

What is the process of coupon usage?

This coupon code can only be redeemed over website via using the same email ID, upon which the coupon has been issued. This coupon code is valid for one time usage only i.e., in case if the amount is remaining in the coupon, it cannot be re-issued or extended.

What is the delivery time?

Local order delivery can take between 5 - 7 working days, and International delivery can take between 10 - 15 working days; depending on the size and availability of the product. Orders are processed within 48 hours and are generally scheduled for delivery on the next working day. Timely delivery is subject to availability of stocks and payment authorizations During SALE delivery time is up to 15 working days.

What are the delivery charges for local and International orders?

Jade provides free shipping .International shipping rates are according to the weight of the parcel. These rates will be calculated once you’re on check out page.

 Does the price of the order include shipping charges?

For all local & international orders, shipping charges are mentioned separately as part of the order on the check-out page. Final amount charged will include shipping charges.

 Who will bear the VAT and custom duties for international shipments?

All custom and VAT charges will be paid by the customers for all international orders, where applicable. (Further, we would like to inform our international customers that cross-border deliveries are subject to opening and inspection by customs authorities).

 What manner of shipping do you use?

We use M&P & Call Courier for local orders and DHL for international ones.

How many times will the courier agent attempt to deliver my order in case I am unavailable to receive it?

Our delivery agents make two attempts to deliver a parcel. Kindly ensure that the address, country and area code while placing an order given is accurate. On the second failed attempt, the item(s) will be returned to us.

Do you deliver to India?

Regretfully, we’re not offering any shipment towards India as per Government directives till further notice.