Frequently Asked Questions

Order & Delivery

How can I place an order?

Select your favorite items by clicking on add to cart & once you have added all your desired items to your shopping cart, click on the shopping button on the top right corner of the website. Check all your items & proceed to check out to place your order.

  • Enter your contact information and click on continue to shipping and then click continue to payment.
  • After entering all the information, please click on complete your order and check your email for an Order confirmation summary which may take 10-15 minutes to arrive in your inbox or spam folder.

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. If you do not get this email, please contact Customer Services at +92-21-35110047

What if I don’t get an order confirmation email?

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, call Customer Service at +92-21-35110047 to confirm your order.

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.

What is the delivery time?

Local order delivery can take between 4 - 6 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 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. We might request some form of payment verification or source to process the order in certain cases.

During SALE delivery time is up to 6-8 working days.

What are the delivery charges for local and international orders?

SAYA charges Rs 150 nationwide on all orders. However, International shipping rates are according to the weight of the parcel. These rates will be calculated once you’re on the cart page.

How can I track my order?

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.

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, city, and area code while placing an order given is accurate. On the second failed attempt, the item(s) will be returned to us.

Can an order be available for store pickup?

Unfortunately, we do not offer store pickups at the moment.

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.

Do you take orders over a phone call or through messengers?

Yes, you can place your order by calling us at +9221 35110047 and messengers too. Please ensure to provide the article number, color, and size of the product you wish to purchase.

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.

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. 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 a mishap, please call Customer Care at +92-21-35110047 and they will aid you in rectifying your transaction records if the order is not dispatched then we will issue a refund. Please note that you may have to disclose personal card information.

Why am I being asked to submit a copy of my CNIC & credit card?

The system often highlights transactions under fraudulent activity due for any reason. To ensure that the transaction has been done through a valid credit/debit card, we have to provide a copy of CNIC & the front picture of your card that was used at the time of placing the order to the respective bank to process your order.

Returns & Exchange

What if I found any discrepancy in my order/product?

First, we’ll try to arrange the same article for you depending upon the availability on the website, otherwise.

In case of article unavailability, our Customer Service Representative will give you a call and will ask you to choose another article for the same amount & so that it can be arranged and dispatched to you.

Can I exchange my order?

Yes, you can always exchange your order within 14 days of the purchase, granted you have the original invoice and the article is not being used.


Note: Sale articles are neither exchangeable nor refundable.

Are there any additional charges on exchange?

We will not charge for any exchange orders if the article(s) delivered to you were damaged or incorrect. If the customer wishes to exchange the article, even if the order was correct, then the customer will bear the expense of sending us the article(s) & upon resending Rs 150 shipping charges will be applied.

How long will the exchange process take?

It usually takes 7-10 days to complete the online exchange process. However, you can exchange your order at any of our outlets after confirmation from our customer sales representative if the product is available at the respective outlet. Please have the order confirmation email and order invoice with you when you want to make an in-store exchange for 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 generation.


Please keep your parcel ready beforehand for a seamless swap process.

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 at +92-21-35110047 and specify the articles you wish to exchange and your reasons for wanting to do so. Our call center team will accommodate you fully.

Which articles are not exchangeable?

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

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