FAQs
FAQs
Product Information
Please visit the contact us page to find a convenient way to reach us via email or Whatsapp.
We currently have no sample sizes, but we are working on it! Stay tuned for future opportunities to sample our products.
Payment Information
We accept several payment methods including cash on delivery and Online Bank Transfer
Order Inquiries
To adhere to the recommended social distancing we are working with reduced capacity in our warehouse as keeping our staff safe is our priority. Due to this we are currently aiming to dispatch all orders within 1-2 days.
We’ve recently seen a massive increase in the demand for our products this means that there are delays in dispatching orders of up to 1-3 days for some of our delivery services. Don’t worry we are working hard to get all orders dispatched as quickly as possible. Please keep checking your tracking for updates.
The status of your delivery can be tracked using the ‘Where’s my HAUL?’ form on our ‘Tracking’ page.
Alternatively, a tracking link is provided to you via SMS. It will allow you to track your delivery via the shipping partner’s website.
The shipping partner may contact you by phone call or text message for delivery attempt.
Unfortunately, once an order has been placed we have a very short window for making any alterations, we cannot make any edits or substitutions after that. Please reach us out at Whatsapp over +92-333-2824048 to check if request can be entertained.
Yes, if the order has not been dispatched. Once the package leaves our warehouse, we are unable to make any such changes.
- Please specify the item(s) affected and the damage that has occurred.
- Please share the airway bill pasted over the box.
- Attach images of the damaged item(s) as this will help our customer service team resolve this for you without delay. If your parcel contains broken glass, please do not handle the goods for your own safety.
We apologize if there has been an error with your order and you have received an incorrect item.
Please report this to our customer services department within 6 hours of receipt of your order Whatsapp at +92-333-2824048 or send us an email at [email protected] and we will investigate the issue further for you If you have already contacted us via this method, you will have received a reply to your inbox confirming your request has been received. Please reply to this email/message with the following:
- Please specify the item(s) you should have received and the item(s) you have received in its place.
- Please share the airway bill pasted over the box.
- Attach images of the wrong item(s) as this will help our customer service team resolve this for you without delay.
Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.
Once products leave The Ordinary-Pakistan warehouse, all sales become final. Many products do not come with sanitary seals making it unsafe to put them back on the shelves. We want you as our customer to feel secure you’re getting brand new, unused products from us.
Because skin can take some time to adjust to new products as well as to detox from any changes, it is best to allow 2-3 weeks of use to see how your skin truly takes on new items. Sometimes a few uses alone is simply not enough time to let the new products get to work.
If your product does have a seal and you would like to return it, please notify us via email or Whatsapp and include images of the sealed product. Provide your invoice number and reason(s) for the return/exchange. Once merchandise has arrived back to us, we will issue a refund minus return shipping cost.
- Exchanges (if applicable):We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a direct message at Whatsapp or email us at [email protected]
- Our policy lasts 2 days. If 2 days have gone by since you have received your haul, unfortunately we can’t offer you a refund or exchange.
- To be eligible for a return, your item must be unused and in the same sealed condition that you received it. It must also be in the original packaging. If product doesn’t have a seal we cannot accept a return.
- To complete your return, we require a receipt or proof of purchase.
- Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed. If you have returned an item that doesn’t qualify for a return, you will have to arrange your own shipping to get the item back.
- There are certain situations where only partial refunds are granted (if applicable)
- Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us via email or Whatsapp.
- Sale items (if applicable):Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
- Exchanges (if applicable):We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email or message over Whatsapp
- Return Shipping:We will send you a return label for free, the cost of return shipping will be deducted from your product refund total. You are responsible for the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.