Order & Delivery
How can I place an order?
Select your favorite items by clicking on add to cart on the product page. Once you have added all your desired items to your shopping cart, click on the checkout button. Check all your items & proceed to check out to place your order.
Enter your contact information (you may enter either mobile phone number or email address).
Enter your delivery address (be sure to enter your exact house number, street address and city including post code if known). Here you have to enter phone number for courier partners to coordinate delivery.
Select the preferred shipping method (some fees may be applicable depending on your location or order size).
Enter your payment information (All major Credit / Debit cards are acceptable or Cash on Delivery (COD). Please note of COD is selected, ensure you have the exact change at the time of delivery, otherwise courier partner may return the parcel.
If Credit / Debit card selected, ensure that they match exactly with the Bank records, otherwise payment will be returned and order cancelled.
After entering all the information, please click on Pay Now.
This completes placing your order with SAYA.
Depending on which contact information you entered, you may receive a notification email / SMS on in your email inbox or mobile phone with an Order Confirmation Summary. It is always good practice to take a screenshot of your mobile or desktop screen for future reference in case you didn’t receive an email or SMS.
How will I know that SAYA has received my order?
The order confirmation summary emailed to you will act as confirmation that your order has been received and will be duly processed in time as per our terms of service.
What if I don’t get an order confirmation email / SMS on my preferred contact method?
If you do not get this Email / SMS, please contact Customer Services via any of your preferred method during our working hours:
Call Centre +9221-3822-7292
Email: sale@saya.pk
WhatsApp: +92-300-788 7292.
A Sales Order Summary is essentially a soft receipt that should be emailed to you within 10-15 minutes 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, please feel free to approach the Customer
Does add an item to the shopping cart reserve it?
No! An item will only be reserved for you after you have confirmed your order at checkout. We at SAYA try to ensure 99.99% inventory across all channels. Once you have placed an order and received a confirmation, it means the item will be delivered to you via our courier partners.
What are the delivery times?
Local order delivery can take between 3-5 working days
International deliveries can take between 5-7 working days.
Orders are processed within 24-48 hours and are generally scheduled for delivery on the next working day.
Timely delivery is subject to the availability of stocks and payment authorizations.
Occasionally our Customer Services Team may contact you for additional verification of banking payments to re confirm payment authorizations.
Exceptions to the above may occur during busy SALE periods, weather conditions, incompleteness of contact or address details.
What are the delivery charges for local and international orders?
We charge a minimum PKR 200/- for all Pakistan Nationwide deliveries irrespective of order value or quantity.
Orders with higher quantities will charged on the basis of weight of not more than PKR 350/- for deliveries across Pakistan.
International shipping rates vary according to country and parcel weight and are visible at the time of checkout.
In case you would like to discuss about bulk shipments, please feel free to get in touch with our Customer Support Team.
Are there any additional charges applied to the order, if I get a split delivery?
As part of our commitment to speed and accuracy to fulfil our orders, your order may be subject to splitting into multiple orders. We fulfil orders from the closest warehouse to you so that you receive the items as soon as possible.
Customers will be notified via Email / SMS whenever the order is split into two or more consignments, however there will be NO additional shipping charges in such a case.
How can I track my order?
Please visit the Track Your Order page and enter the necessary information to track your order successfully from our website.
Alternatively, you log on to Courier Partner’s websites and enter your consignment tracking number and track your order.
How many times will the courier partner attempt to deliver my order in case I am unavailable to receive it?
Our courier partners are committed to deliver all products within the stipulated time frame. The courier agents will make a maximum of two attempts to deliver parcel. Kindly ensure that the address, city, and area code while placing an order given is accurate. On the second failed attempt, the item(s) will be returned back to us. Please approach Customer Service for an update regarding your order.
Can an order be available for store pickup?
Unfortunately, we do not offer store pickups at the moment. However, you are most welcome to visit any of our stores and shop in person. Click here to find a store near you.
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. Please approach Customer Services to amend or cancel your order.
Do you take orders over a phone call or through chat / message?
Yes! You can place your order through any of the following methods:
Call Centre +9221-3822-7292
Whatsapp: +92-300-788-7292
Instagram: https://www.instagram.com/saya.pakistan
Facebook: https://www.facebook.com/sayaonline.pk/
In order for us to place an order successfully we will require the following details:
1) Full Name
2) Contact Address
3) Mobile Phone Number (For Courier partner and delivery)
4) Email Address (If available)
5) Article number along with its color and size (If applicable)
Payment & Security
Why is it mandatory to give personal information?
Customer information about 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. Customer Service team may occasionally get in touch with you regarding re-authorization of cards in case of enquiry from our financial partners.
Is my personal information kept secure?
Yes. You can place an order with us without any hesitation, all your personal information is secured with us. Please visit privacy policy listed here for more details. We at SAYA never compromise on the security of customers’ details.
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.
If my Credit / Debit card is fraudulently used to make an order, what is the procedure for getting a refund?
In case of such situation, please call Customer Care at +92-21-38227292 or Email: sale@saya.pk to discuss the matter. In order for us to cater to such requests you may be required to disclose personal card information as well as details of your financial partners with us.
Why am I being asked to submit a copy of my CNIC & Credit / Debit Card?
Our financial partners often highlight transactions under fraudulent activity due for reason unknown. To ensure a smooth order execution journey, a valid credit / debit card copy maybe requested from customers along with a National Identity Card (CNIC) for verification purposes. These will be shared with our financial partner to clear any transaction holds.
Returns & Exchange
What if I found any discrepancy in my order / product?
If you receive a damaged product or find any discrepancy in my order/product, please notify our Customer Services department within 24 hours of receiving the item. To report a damaged item, and our Customer Services Team will assist you to resolve you issue according to our returns policy. Click here to check our return and exchange policy in detail.
Can I exchange my order?
Yes! Customer experience is our utmost priority. You can always exchange your order within 15 days of the date of purchase with a nominal fee of PKR 200. You must have the original invoice and the article is not used and is in original packing with labels and price tags. The only exception to this rule are SALE articles, which are neither exchangeable nor refundable.
Are there any additional charges on exchange?
We will not charge for any exchanges if the article(s) delivered to you were damaged or incorrect.
If, however, the customer wishes to exchange the article for any other reason there is a small convenience fee of PKR 200/- applied to bear the freight charges from our courier partners. The return will only be processed AFTER the original item is received by us.
How long will the exchange process take?
It usually takes 7-10 days to complete the online exchange process. Please keep your parcel ready beforehand for a seamless swap process.
However, you can exchange your order at any of our retail outlets after confirmation from our Customer Service team. Please have the order confirmation email / SMS and order invoice with you when you want to make an in-store exchange for an online order.
Important Note:
If our team is unable to establish contact with you for an exchange order, for any reason from your side, then your exchange request will be automatically closed on the third day of your exchange request.
What if my order amount changes due to an exchange product?
In cases where the exchange order value is above the original order value, you can pay in cash at the time of delivery. To make a partial exchange, call Customer Service Team at +92-21 38227292 and specify the articles you wish to exchange and your reasons for wanting to do so. Our call Centre team will try to accommodate your requests to the best of their abilities.
Which articles are not exchangeable?
All Women’s Chikankari, Dupattas, and SALE articles do not qualify for an exchange.
Note: Please do not accept the parcel if it's already opened or tempered in any way.
How do I know that the parcel received is from SAYA and not through any counterfeit or 3rd party?
All our parcels have SAYA branded flyers with appropriate packaging and labels attached. Customers are advised to accept parcels that are packed in SAYA branded flyers ONLY. Any orders placed at any 3rd party website will not be entertained for any exchanges / refunds / quality concerns. Customers are advised to take up their query with the 3rd party directly. Our official website for placing orders is only http://www.saya.pk.
