Shipping policy

Thank you for shopping with CHARZEM. Below is everything you need to know about how and when your order reaches you.

ORDER PROCESSING

Orders are processed Monday to Saturday, between 10:00 AM and 6:00 PM (PKT). We do not process or dispatch orders on Sundays or gazetted public holidays.

Most orders are dispatched within one to two working days of being placed. During sale periods, Eid seasons and new collection launches, processing may take a little longer.

You will receive a confirmation email once your order is placed, and a second notification once it has been dispatched.

SHIPPING CHARGES

We offer free standard shipping on all orders across Pakistan.

There are no hidden charges added at the time of delivery. If you have chosen Cash on Delivery, the amount payable to the courier is exactly the order total shown at checkout.

DELIVERY TIMELINES

Delivery estimates begin from the date your order is dispatched, not the date it is placed.

Major cities including Karachi, Lahore, Islamabad, Rawalpindi, Faisalabad, Multan and Peshawar: two to four working days.

Other cities, towns and remote areas: four to seven working days.

These timelines are estimates provided by our courier partners and are not guaranteed.

COURIER PARTNERS

We ship through established domestic couriers. The courier assigned to your order depends on your delivery location and service availability in your area.

ORDER TRACKING

Once your parcel is dispatched, we will share a tracking number with you by SMS, WhatsApp or email. Tracking information can take up to twenty-four hours to become active on the courier's website, so please allow a day before checking.

If your tracking has not updated for more than three working days, contact us and we will follow it up with the courier directly.

CASH ON DELIVERY

Cash on Delivery is available across Pakistan.

Please keep the exact order amount ready, as couriers often cannot provide change.

For Cash on Delivery orders, our team may contact you by phone or WhatsApp to confirm your order before dispatch. If we are unable to reach you after reasonable attempts, the order may be cancelled.

DELIVERY ADDRESS

Please provide a complete address including house or flat number, street, sector or block, area, city and the nearest landmark, along with an active phone number.

Couriers in Pakistan almost always call before delivery. Please keep your phone reachable, as unanswered calls are the most common cause of failed delivery.

We are not responsible for delays or failed deliveries caused by an incorrect, incomplete or unreachable address. Address changes can only be made before your order has been dispatched.

DELIVERY ATTEMPTS

Couriers typically make two to three delivery attempts. If all attempts fail, the parcel is returned to us.

If a returned parcel was caused by an incorrect address, an unreachable phone number, or refusal to accept delivery, you may be asked to cover the reshipping cost for a second dispatch.

DELAYS OUTSIDE OUR CONTROL

We are not liable for delays caused by circumstances beyond our control, including weather conditions, strikes, protests, road closures, security situations, public holidays, courier backlogs, or unusually high order volume during Eid and sale periods.

We will always keep you updated if we become aware of a delay affecting your order.

DAMAGED OR LOST PARCELS

Please inspect your parcel at the time of delivery.

If your order arrives damaged, or does not arrive at all despite tracking showing delivery, contact us within forty-eight hours with your order number and clear photographs of both the item and the outer packaging.

Recording a short unboxing video makes these claims significantly faster to resolve, so we recommend it, particularly for orders containing several items.

We will investigate with the courier and arrange a replacement or a full refund where the claim is verified.

MISSING ITEMS

If an item is missing from your parcel, please report it within forty-eight hours of delivery, along with photographs of the parcel and its contents as received.

INTERNATIONAL SHIPPING

We currently ship within Pakistan only. If you are ordering from abroad and would like to arrange delivery to an address in Pakistan, or wish to enquire about international shipping, please contact us directly and we will do our best to help.

ORDER CHANGES AND CANCELLATIONS

Orders can be changed or cancelled free of charge at any point before dispatch. Once your parcel has been handed to the courier, it falls under our Return & Refund Policy.

RETURNS AND EXCHANGES

All returns, exchanges and refunds are governed by our Return & Refund Policy.

CONTACT US

For any question about your delivery, please reach us at:

CHARZEM
House B-23, Sector 2, Street 1, Khyaban-e-Sir Syed, Rawalpindi 46000, Pakistan
Email: contact.charzem@gmail.com
Phone / WhatsApp: 0335 9709162
Support hours: Monday to Saturday, 10:00 AM to 6:00 PM (PKT)