Shipping & Delivery Policy

Gharana currently aims to provide delivery services across Pakistan, subject to product availability, merchant coverage, courier availability, and the delivery location provided by the customer.

Delivery availability may vary depending on:

• Product;
• Merchant;
• Customer location;
• Courier coverage;
• Product size or characteristics;
• Temporary operational restrictions.

If delivery is unavailable to a particular location, this may be communicated before or after an order is placed depending on when the delivery limitation becomes known.

After an order is placed, Gharana and/or the relevant merchant may review and process the order before it is dispatched.

Order processing may include:

1. Confirming the order;
2. Confirming product availability;
3. Confirming the delivery information;
4. Verifying online bank-transfer payment where applicable;
5. Preparing and packaging the product;
6. Handing the order to the applicable delivery provider.

Orders placed using Cash on Delivery may be processed without advance payment verification.

Orders placed using online bank transfer may require payment verification before dispatch.

Processing time refers to the time required to prepare an order before it is handed to the delivery provider.

Processing times may vary depending on:

• Merchant;
• Product availability;
• Product type;
• Order volume;
• Payment verification;
• Customization requirements;
• Holidays or public closures;
• Other operational circumstances.

The estimated processing or dispatch time may be communicated on the Platform or through order-related communication where applicable.

Delivery time begins after the order has been dispatched or handed to the applicable delivery provider.

Estimated delivery times may vary depending on:

• Delivery location;
• Merchant location;
• Courier coverage;
• Courier workload;
• Weather conditions;
• Public holidays;
• Transportation conditions;
• Security or access restrictions;
• Other circumstances affecting delivery.

Any delivery timeframe shown on the Platform is an estimated timeframe and not a guaranteed delivery date, unless Gharana expressly states otherwise.

Delivery charges may vary depending on factors such as:

• Delivery location;
• Merchant;
• Product;
• Order size or weight;
• Courier or logistics provider;
• Applicable promotional offers.

Where applicable, delivery charges will be displayed to the customer before the order is completed.

If an order contains products from multiple merchants, separate delivery charges may apply depending on how the order is fulfilled.

Gharana supports Cash on Delivery (COD) for eligible orders and delivery locations.

For COD orders:

• The customer pays the applicable amount when the order is delivered;
• The customer should ensure that the correct amount is available at the time of delivery;
• COD availability may vary by location, merchant, product, order value, or other operational conditions;
• Gharana may restrict COD availability in certain circumstances.

The amount payable for a COD order will be communicated to the customer before or during the delivery process.

Gharana also supports online bank transfer for eligible orders.

Where online bank transfer is selected:

1. The customer places the order;
2. The customer completes the applicable bank transfer;
3. Gharana verifies the payment;
4. The order proceeds for processing and dispatch after successful verification.

Customers should retain their transaction reference or payment confirmation until the order has been successfully processed.

Gharana will not ask customers to provide banking passwords, OTPs, PINs, or other confidential banking credentials.

Gharana is a marketplace containing products from multiple independent merchants.

If a customer purchases products from different merchants, the products may be:

• Dispatched separately;
• Delivered separately;
• Delivered at different times;
• Subject to different delivery charges.

A customer may therefore receive multiple packages for products purchased during the same shopping session or order.

Where applicable, order information will indicate the relevant shipment or delivery status.

Where tracking information is available, Gharana may provide the customer with shipment or delivery status through the Platform or other order-related communication.

Tracking information may be provided by the relevant delivery or logistics provider.

Tracking updates may not always appear immediately after dispatch and may be delayed due to courier processing or system updates.

The delivery provider may make one or more attempts to deliver an order depending on its operational procedures.

Customers should ensure that:

• The delivery address is accurate;
• The provided phone number is reachable;
• Someone is available to receive the order where required;
• The required payment is available for COD orders.

Failure to meet these conditions may result in a delayed delivery, additional delivery attempts, or return of the order to the merchant.

Customers are responsible for providing accurate and complete delivery information.

This may include:

• Full name;
• Phone number;
• House/building information;
• Street or area;
• City;
• Relevant landmarks or delivery instructions.

If incorrect or incomplete information prevents successful delivery, Gharana or the delivery provider may contact the customer to obtain clarification.

Additional delivery attempts or charges may apply where permitted and applicable.

If a customer is unavailable to receive an order or refuses delivery, the delivery provider may make additional delivery attempts or return the package to the merchant.

An order may be treated as a failed delivery where:

• The customer repeatedly cannot be reached;
• The customer refuses to accept the order;
• The customer provides an incorrect address;
• The customer is unavailable after reasonable delivery attempts;
• Delivery cannot otherwise be completed due to circumstances attributable to the customer.

Any refund relating to a failed or refused delivery will be handled in accordance with Gharana's applicable Return & Refund Policy and the circumstances of the order.

If an order cannot be delivered, it may be returned to the relevant merchant.

This is sometimes referred to as a return-to-origin or failed-delivery return.

Where this occurs, Gharana may contact the customer regarding the order and any applicable refund or re-delivery options.

Additional delivery or return charges may apply where permitted and where the failed delivery resulted from circumstances attributable to the customer.

Although Gharana and its delivery partners aim to deliver orders within the estimated delivery period, delays can occur.

Possible causes include:

• High order volumes;
• Courier delays;
• Weather;
• Road closures;
• Public holidays;
• Transportation disruptions;
• Security restrictions;
• Natural disasters;
• Technical issues;
• Incorrect or incomplete delivery information;
• Other circumstances outside Gharana's reasonable control.

An estimated delivery date does not constitute a guaranteed delivery date unless expressly stated otherwise.

If an order experiences a significant delay, customers may contact Gharana Customer Support for assistance.

Customers should inspect packages when reasonably possible.

If a package appears visibly damaged at the time of delivery, customers should document the condition of the package and product and contact Gharana as soon as reasonably possible.

Customers may be asked to provide:

• Photographs;
• Videos;
• Order information;
• Packaging information;
• Other evidence reasonably required to investigate the issue.

Damage claims and resulting returns, replacements, or refunds will be handled in accordance with the applicable Return & Refund Policy.

If an order contains:

• A missing product;
• The wrong product;
• The wrong quantity;
• The wrong variation;
• A missing component or accessory;

customers should contact Gharana Customer Support as soon as possible.

We may request photographs, order information, packaging details, or other evidence to investigate the issue.

Certain products may have additional delivery requirements or restrictions due to their nature, size, handling requirements, or applicable laws.

Where such restrictions apply, they may be communicated on the relevant product page or during checkout.

Gharana reserves the right to restrict delivery of products to locations where delivery is unavailable or not permitted.

Delivery to remote areas or locations with limited courier coverage may require additional time or may not be available for certain products.

Where applicable, Gharana or the relevant delivery provider may contact the customer regarding available delivery arrangements.

Gharana and its merchants may experience circumstances that are beyond reasonable control and may affect delivery.

These may include:

• Severe weather;
• Natural disasters;
• Floods;
• Earthquakes;
• Road closures;
• Strikes;
• Civil disruptions;
• Government restrictions;
• Security situations;
• Transportation disruptions;
• Widespread courier disruptions;
• Infrastructure failures;
• Other unforeseen events.

In such circumstances, delivery may be delayed, suspended, or become temporarily unavailable.

Gharana will make reasonable efforts to resume or complete delivery when circumstances permit.

Shipping and delivery issues may affect whether an order qualifies for a return, replacement, exchange, or refund.

For information about:

• Defective products;
• Damaged products;
• Wrong products;
• Missing products;
• Refunds;
• Replacements;
• Exchanges;

please refer to the Gharana Return & Refund Policy.

Customers are responsible for:

• Providing accurate delivery information;
• Providing a reachable phone number;
• Being available to receive deliveries where required;
• Having the required COD payment available;
• Checking the order upon delivery where reasonably possible;
• Reporting delivery or product issues promptly;
• Following applicable return instructions.

Gharana may update this Shipping & Delivery Policy from time to time to reflect changes in:

• Delivery partners;
• Delivery coverage;
• Shipping charges;
• Payment methods;
• Marketplace operations;
• Processing procedures;
• Legal or regulatory requirements.

The "Last Updated" date at the beginning of this Policy indicates when it was most recently revised.

If you have questions regarding shipping, delivery, tracking, failed deliveries, or other delivery-related matters, please contact Gharana through our official customer support channels.