frequently asked questions

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Frequently Asked Questions

Find quick answers to common questions about ordering, Cash on Delivery, delivery timelines, tracking, and returns.

1. Ordering & Cash on Delivery (COD)

Q: How do I place an order on Genzaura?

Browse our collections, add your desired items to the shopping cart, proceed to Checkout, enter your delivery address and active WhatsApp contact number, choose Cash on Delivery (COD), and click Complete Order.

Q: Will someone verify my order before dispatch?

Yes. To safeguard against accidental duplicate orders or inaccurate delivery addresses, our team will verify your order via a quick phone call or WhatsApp message to confirm your readiness to receive the parcel.

Q: Can I cancel or modify an order after placing it?

You can modify or cancel your order free of charge at any time before the parcel is dispatched by messaging our WhatsApp support (+92 311 9271831). Once handed over to the courier partner, the shipment cannot be intercepted in transit.

2. Shipping & Delivery Across Pakistan

Q: How long does delivery take?

Orders are processed within 24 to 48 hours. Delivery to major metropolitan hubs (Karachi, Lahore, Islamabad, Rawalpindi, Faisalabad) typically takes 2 to 3 business days. Second-tier cities and regional districts take 3 to 5 business days.

Q: What are the shipping charges?

We offer Free Nationwide Shipping on qualifying orders over [Rs. 2,500]. For smaller orders below this threshold, a flat delivery fee of [Rs. 199] applies anywhere in Pakistan.

Q: Which courier services handle the delivery?

We collaborate with premier express courier networks including TCS, Leopards Courier, PostEx, Trax, Call Courier, and M&P to ensure reliable door-to-door delivery.

3. Tracking & Delivery Protocol

Q: How do I track my parcel?

As soon as your parcel is booked with the courier, you will receive a tracking link and consignment tracking number (CN) via SMS and WhatsApp. You can also visit our Track Your Order page anytime.

Q: Can I open the flyer/box before handing payment to the rider?

Under universal courier operating rules in Pakistan, courier riders cannot permit open-box inspection prior to receiving full cash collection. However, you are 100% protected: simply film a brief continuous video while unboxing your parcel. If any defect or mismatch is discovered, Genzaura will replace or refund it immediately.

4. 7-Day Returns & Refunds

Q: What is Genzaura's return policy?

We offer a 7-Day Return & Exchange Window from the moment your package is marked as delivered. The item must be in its original packaging with all included accessories.

Q: How are Cash on Delivery refunds paid?

Once your returned parcel is received at our facility and verified, our finance team issues your refund directly via Online Bank Transfer (IBFT), JazzCash, EasyPaisa, or an instant Genzaura Store Credit voucher, within 3 to 5 working days.

Q: Which items cannot be returned?

For hygiene and health considerations, personal grooming instruments, intimate apparel, earrings, and unsealed beauty or skincare products cannot be returned once opened, unless demonstrably defective on arrival.