1. How can I place an order?

After  you have added all your desired items to your shopping cart, follow these instructions:

To order: 

. Click on the ‘Shopping Bag’ button and proceed to Checkout

. Enter all your required shipping and billing information

. Click on ‘’Continue to Payment Method’ and choose your method

. Click on ‘Confirm Order’ and dont forget to check your email for an Order update

  1. What if I don’t get a Sales Email?

An Order Update Email  is essentially a soft receipt that is ideally emailed to you within an hour of placing your order. If you don’t see one  in your inbox, than we advise you to check your junk/spam folder. Incase it still isn’t there within an hour of placing order, call Customer Service at [Add Number] for assistance.

  1. Does adding an item to the shopping cart reserve it?

Not at all, item will be reserved for you only after confirmation of your order at checkout.

  1. How will I know that you have received my order?

The Order Update emailed to you will act as confirmation that your order has been placed. If you do not get this email, please contact Customer Services at [email]

  1. How can I track my order?

Your Dashboard's 'Order History' section will provide you with information about prior orders as well as the status of your current order in terms of processing.

  1. What different order statuses can I face?
  • Payment Pending Authorisation: Your order has been logged, and we are awaiting payment gateway authorization. 
  • Payment Authorized, Order Processing: Authorization from the payment gateway has been obtained, and your order is now being processed. 
  • Order Shipped: The seller has shipped your order and it is on its way to you. 
  • Order has been fulfilled: the shipment has been received, and the transaction has been finalised.
  • Order Cancellation: The order has been cancelled.
  1. What is the difference between Order ID and Tracking ID?

The Order Update email will include your Order ID, which will be used to identify your order. Once your item has been delivered, you will receive an email with your Tracking ID, which will allow you to track the progress of your delivery on the courier's website.

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

Unfortunately, after an order has been processed, it is not possible to merge orders or add goods to an existing order.

  1. Do you take orders over phone call or through whatsapp, dms, messengers?

Yes, you may place an order by calling us or sending us a message via whatsapp, dms, or messenger. Please make sure to include the item number, colour, and size of the item you want to buy.

1. What payment options do I have?

. Cash on Delivery – Local Orders Only

. Debit / Credit Cards (VISA, MASTER) – Local & International Orders

. Debit / Credit Cards (AMEX, JCB, DISCOVER)- International Orders Only

Please visit our Payments Guide for further details regarding payment methods for online orders.

  1. 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.

  1. What should 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 account has been debited after a payment failure, it is normally reimbursed to your bank account within 7 business days. You can email us on wecare@sapphireonline.pk or give us a call on +92(0)42 111-738-245 with your order number for any clarification.

  1. 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.

  1. Is Cash on Delivery (COD) available internationally?

Unfortunately, COD is only available in Pakistan.

  1. How can I pay for my order via Bank Deposit (IBFT)?

On checkout select the “Bank Deposit” option and place your order. Transfer the total amount including Shipping charges (if applicable) to our official Bank Account within 24 hours of order placement. Share the screenshot of the transaction along with your account details and order number against which the payment has been made to our designated WhatsApp number or Email ID. The order will be processed after verification. For further details, view the Terms & Conditions page.

  1. 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.

  1. Can I pay COD with a cheque?

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

  1. 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.

DELIVERY: (don’t write abhi)

1. 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 24 hours and are generally scheduled for delivery on the next working day. Timely delivery is subject to availability of stocks and payment authorizations. In certain cases, we might request for some form of payment verification or source to process the order.

2. What are the delivery charges for local and International orders?

Sapphire provides free shipping nationwide for orders worth Rs. 2000 and above & free international shipping on any order over $200. However, free international shipping is not applicable on any of the Sale/Clearance/Home products. International shipping rates are according to the weight of the parcel. These rates will be calculated once you’re on the cart page.

  1. 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.

  1. Will free shipping apply to my order if the cart contains both HOME products and clothing?

Free international delivery cannot be availed for any item from the HOME Category or any clearance/SALE items. If the shopping cart contains even a single item from either of the categories, shipping charges will be applied to the entire basket at checkout.

  1. 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).

  1. How do I check the delivery status?

On dispatch, you will be provided a Tracking ID for your order through Email/SMS. You can log on to Courier Partner’s websites for local and international orders respectively, enter your tracking ID and track your order. Also you can track your order by clicking here Track Your Order.

  1. What manner of shipping do you use?

We use TCS, Call Courier, Trax, TPL, BlueEX and Swyft for local orders and DHL for international ones.

  1. 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.

  1. Can I get the shipping/billing address of an order changed after it has been processed?

It is only possible to change the address of a processed order before it has been dispatched. Please call Customer Care at +92(0)42 111-738-245 and check if your order has been dispatched or not.

  1. Do you deliver to India?

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

Note: Please do not accept the parcel if it's already opened or tempered in any way.

Kindly only accept parcels that are packed in Sapphire branded flyers.

1. Why is it mandatory to give 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.

  1. Is my personal information kept secured?

Yes, you can place an order with us without any hesitation all your personal informations are secured with us. We at Sapphire never compromise on the security of the personal details of customers.

  1. Will I receive online security email every time I place an order with you?

Although, online security is implied for each order and the confirmation procedure is one- time for account information, if you are utilizing a different debit/credit card, your request will be subjected to online security confirmation once more.

  1. What are cookies and why should I know about them?

A cookie is a small text file that is saved to, and, during subsequent visits, retrieved from your computer or mobile device. We use cookies to enhance and simplify your visit. We do not use cookies to store personal information or to disclose information to third parties but rather to store your choice of start page and to store your details. Session cookies are used when you apply product filtration and to check if you are logged in. You can easily erase cookies from your computer or mobile device using your browser.

  1. If my credit/debit card is fraudulently used to make an order, what is the procedure of getting a refund?

In case of such a mishap, please call Customer Care at and they will aid you in rectifying your transaction records and if the order is not dispatched then we will issue a refund. Please note that you may have to divulge personal card information.


Note: Please do not accept the parcel if it's already opened or tampered in any way.

Kindly only accept parcels that are packed in Shahid Afridi Store branded flyers.