FAQ

Add your favorite items to the cart, proceed to checkout, enter your contact information, delivery address, and payment details (Credit/Debit card or Cash on Delivery), then click "Pay Now" to complete your order. You will receive a confirmation email or SMS once your order is placed.

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.

Please contact our Customer Services team via Call Centre, Email (hsbyhinasana@gmail.com), or WhatsApp (+92-323 8888521). A confirmation is usually sent within 10-15 minutes, so also check your junk/spam folder before reaching out.

No. An item is only reserved for you after you have confirmed your order at checkout. Once your order is placed and confirmed, it will be delivered via our courier partners.

Restocking timelines vary depending on production schedules and fabric availability. Some products may return within 1–3 months, while others may take longer or may not be restocked at all. Prices after restock may also vary based on production and material costs.

Local order delivery can take between 3-5 working days, while international deliveries can take between 10-15 working days based on stock availability. Orders are processed within 24-48 hours and are generally scheduled for delivery on the next working day, subject to stock availability and payment authorization.

We charge a minimum of PKR 250/- for all Pakistan-wide deliveries, irrespective of order value or quantity. Orders with higher quantities will be charged based on weight, up to a maximum of PKR 550/-. International shipping rates vary by country and parcel weight and are shown at checkout.

Your order may be split into multiple consignments so items are fulfilled from the closest warehouse and delivered as quickly as possible. You will be notified via email/SMS if this happens, but there are no additional shipping charges for a split delivery.

Please visit the Track Your Order page on our website and enter the necessary information. Alternatively, you can log on to the courier partner's website and enter your consignment tracking number.

Our courier partners will make a maximum of two delivery attempts. Please ensure your address, city, and area code are accurate when placing an order. On the second failed attempt, the item(s) will be returned to us, so please approach Customer Service for an update.

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.

Unfortunately, it is not possible to combine orders or add items to an existing order once it has been processed. Please approach Customer Services to amend or cancel your order.

Yes! You can place your order via Call Centre, Email (hsbyhinasana@gmail.com), WhatsApp (+92-323 8888521), Instagram, or Facebook. We will need your full name, contact address, mobile number, email (if available), and article number with color and size.

If you receive a damaged product or find any discrepancy in your order, please notify our Customer Services department within 24 hours of receiving the item. Our team will assist you in resolving the issue according to our returns policy.

Yes! You can exchange your order within 15 days of the date of purchase with a nominal fee of PKR 200. The original invoice is required, and the article must be unused, in its original packaging with labels and price tags intact. SALE articles are neither exchangeable nor refundable.

There is no charge if the article delivered was damaged or incorrect. If you wish to exchange for any other reason, a convenience fee of PKR 200/- applies to cover courier freight charges. The exchange is only processed after we receive the original item.

It usually takes 7-10 days to complete the online exchange process. You can also exchange your order at any retail outlet after confirmation from our Customer Service team, with your order confirmation email/SMS and invoice on hand. If our team is unable to reach you, your exchange request will be automatically closed on the third day.

If the new item's value is higher than the original, you can pay the difference in cash at the time of delivery. Call our Customer Service Team to arrange a partial exchange and specify the articles and reasons involved.

All Women's Chikankari, Dupattas, and SALE articles do not qualify for an exchange. Please do not accept a parcel if it appears already opened or tampered with.

All our parcels have HINASANA-branded flyers with proper packaging and labels attached. Orders placed on any third-party website will not be entertained for exchanges, refunds, or quality concerns. Our official website for placing orders is only https://hsbyhinasana.com.

Your name, card billing details, and shipping address are necessary to process electronic transactions and are essential for our fraud detection mechanisms. Our Customer Service team may occasionally contact you regarding re-authorization of cards if our financial partners request it.

Yes. All your personal information is fully secured with us and we never compromise on the security of your details. Please refer to our privacy policy for more information.

A cookie is a small text file saved to your computer or mobile device to enhance and simplify your visit. We use cookies to remember your start page choice and session details, such as product filters and login status, but never to store personal information or share it with third parties. You can easily erase cookies using your browser.

Please call Customer Care at +92-323-8888521 or email hsbyhinasana@gmail.com to discuss the matter. You may be required to disclose personal card information and financial partner details so we can process such requests.

Our financial partners sometimes flag transactions as fraudulent for unknown reasons. To ensure a smooth order execution, a valid credit/debit card copy and a National Identity Card (CNIC) may be requested for verification purposes, which are shared with our financial partner to clear any transaction holds.