Placing Your Order & Delivery FAQs
Need to know how to order or when your awesome new clothes will arrive? We’ve got the quick answers right here!
How Do I Place an Order?
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Add to Cart: Select your items and click “Add to Cart” on the product page.
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Checkout: Go to your cart and hit the “Checkout” button.
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Details: Enter your contact info (mobile/email) and exact delivery address (house, street, city, post code).
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Shipping: Select your preferred shipping method.
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Payment: Choose your payment method (Credit/Debit Card or Cash on Delivery – COD).
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Pay Now: Click “Pay Now” to complete your purchase!
Quick Tip: Adding an item to your cart DOES NOT reserve it. It’s only reserved once you confirm your order at checkout!
Delivery Times & Tracking
| Order Type | Delivery Time | Processing Time |
| Local (Pakistan) | 3-5 working days | Within 24-48 hours |
| International | 10-15 working days | Within 24-48 hours |
How to Track:
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Visit our Track Your Order page on the website.
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Alternatively, use your consignment tracking number directly on the Courier Partner’s website.
Delivery Attempts: Our courier partners will make a maximum of two delivery attempts. Please ensure your address is accurate!
Shipping Charges (Local & International)
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Standard Local: PKR 250/-
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Larger Local Orders: Up to PKR 550/- (based on weight)
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International: Varies by country and weight (rates visible at checkout).
Split Deliveries: If your order is split into multiple shipments for faster delivery, you will NOT be charged any additional shipping fees. We cover the cost!
Changes & Cancellations
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Can I add or change items? Unfortunately, no. Once an order is processed, changes or combining orders are not possible. Please contact Customer Services to amend or cancel.
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Store Pickup? Not currently available, but feel free to visit our physical stores!
Need Help? Contact Us!
Didn’t get an Order Confirmation Email/SMS within 10-15 minutes (check your junk/spam folder first!) or need to talk about your order?
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Call Centre: +9221-3822-7292
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Email: sale@saya.pk
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WhatsApp (Chat Only): +92-300-788 7292
Payment & Security: Shop Confidently with
Your peace of mind is our priority! We use industry-standard measures to keep your data safe. Here are the quick answers to your questions about security and personal information.
Why Do You Need My Personal Information?
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Required for Transaction: We need your name, billing details, and shipping address to process any electronic payment (Credit/Debit Cards) and arrange delivery.
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Fraud Detection: This information is an essential input into our fraud detection systems, helping protect both you and SAYA from unauthorized purchases.
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Verification: Occasionally, our Customer Service team may contact you to re-authorize cards if an inquiry is flagged by our financial partners.
Is My Personal Information Secure?
Absolutely, yes!
We never compromise on the security of our customers’ details. All your personal information is secured with us. For a deep dive into how we handle your data, please visit our Privacy Policy.
What Are Cookies?
A cookie is simply a small text file saved to your computer or mobile device.
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Our Use: We use cookies to enhance and simplify your visit (e.g., storing your preferred start page or keeping you logged in).
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Security Note: We DO NOT use cookies to store personal banking information or disclose information to third parties.
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Control: You can easily erase cookies from your device using your browser settings.
What if a Transaction is Flagged?
In rare cases, our financial partners may flag a transaction as potentially fraudulent.
We May Request: To ensure a smooth order, we may need a valid copy of your:
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Credit / Debit Card
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National Identity Card (CNIC)
Why? This verification is shared with our financial partner to clear any transaction holds and ensure your order is successfully executed.
Reporting Fraudulent Card Use
If you suspect your Credit/Debit Card was used fraudulently to make a SAYA order, please contact us immediately:
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Call Customer Care: +92-21-38227292
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Email: sale@saya.pk
Note: To handle refund requests, we may require you to disclose personal card information and details of your financial partners to assist with the investigation.
Returns & Exchange Policy
We want you to love your EBR purchase! Here is everything you need to know about exchanging an item.
Our Standard Exchange Policy
You can exchange your order within 15 days from the date of purchase.
Conditions for Exchange:
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You must have the original invoice.
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The article must be unused and in its original packing with all labels and price tags intact.
| Reason for Exchange | Fees Applied |
| Damaged or Incorrect Item | PKR 0/- (No charge) |
| Change of Mind / Other Reason | PKR 200/- convenience fee |
IMPORTANT EXCEPTION: SALE articles are neither exchangeable nor refundable.
Non-Exchangeable Articles
The following categories of articles do NOT qualify for exchange:
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All Women’s Chikankari
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Dupattas
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All SALE articles
Exchange Process Timeline & Requirements
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Online Exchange: Takes approximately 7-10 days after the original item is received by us. Please have your parcel ready for a seamless swap!
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In-Store Exchange: You can exchange an online order at any retail outlet after confirmation from our Customer Service team. Bring your order confirmation (email/SMS) and the invoice.
Note on Contact: If our team cannot establish contact with you regarding the exchange order (for any reason on your side), your request will be automatically closed on the third day.
Handling Order Value Changes
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Higher Value: If your new exchange item is more expensive, you can easily pay the difference in cash at the time of delivery.
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Partial Exchange: If you only want to exchange some items, please call our Customer Service Team at +92-21 38227292 to specify the articles and reasons.
What to Do If You Find a Discrepancy
If you receive a damaged, incorrect, or defective product:
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Notify Us: Contact our Customer Services department within 24 hours of receiving the item.
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Our team will guide you through the resolution process as per our detailed returns policy.
Accepting Your EBR Parcel Safely
To ensure you receive genuine products:
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Accept ONLY parcels packed in EBR branded flyers.
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DO NOT accept the parcel if it is visibly opened or tampered with.
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We cannot process exchanges or quality concerns for orders placed through 3rd party websites. Our official website is https://ebr.com.pk/.
