1. How can I place an order?

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

To order as a guest:

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 check your email for a Sales
Order Summary

To order with a Shaista account:

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
Click on ‘Complete Order’ and check your email for a Sales
Order Summary

2. What if I don’t get a Sales Order Summary?

A Sales Order Summary is a soft receipt that should be emailed to you within an hour of placing your order. If you do not get one in your inbox, check your junk/spam folder and if it still is not there, call Customer Service at 0327-990999 to confirm your order.

3. 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, voucher of paid amount will be issued valid for online store only, which can be used instantly or in the future.

4. Does adding 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.

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

The Sales Order Summary emailed to you will act as confirmation that your order has been logged in our record. If you do not get this email, please contact Customer Services at 0327-9909999.

6. How can I track my order?

The ‘Order History’ section on your Dashboard will give you details pertaining to your previous orders as well the status of your current order with regards to the stage of processing.

7. What different order statuses can
I face?

Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway.

Payment Authorized, Order Processing: Authorization has been received from the payment gateway and your order is being processed

Order Shipped: Your order has been shipped by the seller and is on its way.

Order complete: Shipment received,and transaction completed.

Order Cancelled: The order was cancelled.

8. What are the benefits of ordering through an account?

Having an account will allow you to save your billing and shipping information for quick checkouts, allow you to view all your previous order history and enable you to subscribe to our weekly newsletter which will keep you up to date with all our exciting new products and promotions.

9. What is the difference between Order ID and Tracking ID?

Your Order ID will be used to identify your order and will be a part of the Order Sales Summary email. Another email will be sent to you once your order has been dispatched with your Tracking ID which will allow you to check the status of your delivery on the courier’s website.

10. 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.

11. Can an order be available for store pickup?

Unfortunately, we do not offer store pickups yet.

12. Do you take orders over phone call or through messengers?

Yes, you can place your order by calling us at 0327-9909999 and messengers too, please ensure to provide the article number, color, and size of the product you wish to purchase.

13. How Will I know the Status of my order?

You can contact our customer service to know the status of your order. Helpline 0327-9909999.
Also add, or you can TRACK YOUR ORDER by clicking here TRACK YOUR ORDER.


What payment options do I have?

Cash on Delivery – Local Orders Only Please visit us Payments guide for further details regarding payment methods for online orders.

2. 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.

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 info@Shaista.pk or give us a call on 0327-990999 with your order number for any clarification.

4. What are the conditions for Cash on Delivery (COD)?
To avail COD, please follow this instruction.

5. Is Cash on Delivery (COD) available internationally?
Unfortunately, COD is only available in Pakistan.
For international customers only: If Duty, Taxes or VAT is charged at shipping destination by international customs according to their local customs policy,
it will be paid by the consignee/buyer. Shaista Retail Limited will not accept any returns nor will it be responsible to pay any charges imposed by international customs, in terms of Duty/VAT.

6. 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.

7. 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.

8. How do I redeem a Gift card or discount code?
To redeem a promotional code, simply type in or copy the code into the ‘Gift card or discount code’ text bar on the checkout page.

9. If an article is out of stock, how can I be informed about its re-arrival?
For out-of-stock items, please enter your email address in the given text box to get an email about article availability. Alternatively, please call our Customer Support helpline, and we will be more than happy to try and arrange the article you require.

10. Can I get an article reserved for me in stores before formal checkout?
Regretfully this service is currently not available 0327-9909999 and they will facilitate you with your reservation.

13. Will the amount be refunded if I cancel or return the order?
In such a scenario, please call Customer Care at 0327-9909999 for further details. Usually, we facilitate customers in shape of credit voucher, however in any
exceptional case, refund can also be facilitated which can take up to 15 working days as per the bank policy.

14. What is the process of coupon usage?
This coupon code can only be redeemed over website via using the same email ID, upon which the coupon has been issued. This coupon code is valid for one time usage only i.e., in case if the amount is remaining in the coupon, it cannot be re-issued or extended.


1. What is the delivery time?

Local order delivery can take
between 5 - 7 working days, and international delivery can take between 10 - 1 working days; depending on the size and availability of the product. Orders are processed within 24 hours and are 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.

During SALE delivery time is up to 15 working days.

Note: Local orders consisting of women’s unstitched items may be delivered in a separate package and items from all other categories may be delivered together.

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

Shaista provides free shipping nationwide for orders worth Rs. 6,000 and above. A shipping cost of Rs. 149 will be charged for any order value under Rs.6,000.

3. 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.

4. 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.

5. 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).

6. 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

8. 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.

9. 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 0327-9909999 and check if your order has been dispatched or not.

10. Do you offer worldwide shipping?

Yes, we offer worldwide shipping for all our products except for Fragrances and Cosmetics that can only be delivered within Pakistan. Regretfully, we cannot deliver any shipments to India, Iran, Israel, Syria, and Cuba as per Government directives until 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 Shaista branded flyers.


1. Can I exchange my order?
For all local orders, yes, you can always exchange your order within 30 days of the purchase, granted you have the original invoice and article is not being used. Note: Sale articles are neither exchangeable nor refundable.

2. Are there any additional charges on exchange?
We will not charge for any
exchange orders if the article(s) delivered to you was 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).

3. 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
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 an online order.

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.

Note for International
Orders: Please take pictures of the package and invoice before opening your order and keep them with you unless you find your complete order intact. It
will be helpful to resolve your complaints timely, in case you receive an incorrect or damaged article.

4. What if my order amount changes due to exchange product?
If there is a change in your order amount due to the exchange, in cases where the exchange order value is below original order value, the balance amount will be provided to you as online shopping vouchers. In cases where the exchange order value is above original order value, you can pay in cash at the time of delivery. To make a partial exchange, call customer service at 0327-9909999 and specify the
articles you wish to exchange and your reasons for wanting to do so. Our call center team will accommodate you fully.

5. Which articles are not exchangeable?
Fragrances, Cosmetics and Sale articles do not qualify for exchange.