FREQUENTLY ASKED QUESTIONS

At Zuria Dor, we are committed to providing our customers with great quality products at affordable prices. We only manufacture once an order is placed to reduce wastage, you will notice some products require more time for manufacturing as there is considerable hand work associated with such products. We have done our best to display our items as accurately as possible on the site. Please be aware, variations in style, colour, shape and look may occur.

ORDERING

1. How do I make a purchase?

Select the product category and click on the product image to open up additional information about it. Then select your size and click on the 'ADD TO CART’ button to pay for it. Please do observe that different products have different delivery times. You can still continue browsing the online store or go directly to the shopping bag in the top right hand corner to review and amend the contents of your bag or to complete your order. Before confirming your order you will be asked to review and amend your order details before final checkout.

2. Can I place an order over the telephone?

We are unable to place orders over the phone.

3. Do I need an account to place an order online?

You can checkout using 'Guest' checkout or you can set up an account on the website in order to place an order. Setting up an account is easy and you can do this while placing your order. Having an account will also enable you to store shipping information, track past orders and build a wish list.

4. How will I know if you have received my order?

After you place your order, you will receive an email from us acknowledging that your order has been received. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. Only after your payment has been approved via the available payment methods will your order be accepted. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.

5. What if an item is out of stock?

All items are subject to availability. If items that you order are out of stock we will try to contact you at the email address you provided when placing your order. If we cannot contact you or receive no response to our email, we will continue to process the remaining items on your order. We will not supply a substitute product without your express authority.

6. Where do you deliver?

We deliver worldwide, however please bear in mind that some products are presently only available for shipping within Pakistan. Please note customs/import duties may be applicable once the parcel reaches your country, we have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

7. Can I add items to an existing order?

It is not always possible to combine orders or add items to an existing order. You can place a new order for any additional items and contact us by email requesting to have your two orders combined and shipped together but please be aware that this might not always be possible as the first order may have already been shipped.

8. What happens if I notice that my personal details are incorrect after I have completed the ordering process?

If you realise your personal details are incorrect once you have completed the ordering process please email our customer service team at contact@zuriador.com, ensuring you include your order number. We can not guarantee that we will be able to rectify the issue, however, we can assure you that we will do all we can to amend your order.

PAYMENT

1. What payment methods do you accept?

You can pay via Stripe or PayPal, for customers in Pakistan you can pay via EasyPay. The order amount will be debited at the time of purchase. In both cases you will be directed to a secure window to confirm your payment. Once your order payment has been confirmed you will receive a confirmation, if you do not receive the confirmation but the payment seems to have been accepted please let us know as soon as possible on contact@zuriador.com

2. How do I obtain an invoice?

The invoice will be sent to you in the form of an email to the address provided by you.

3. What should I do if my card is rejected?

Your card may be rejected for the following reasons:
1. The details entered may be incorrect. Check that you have correctly completed the obligatory fields.
2. The card may have expired. Check that your card has not exceeded the validity period.
3. The card may have reached its credit limit. Check with your bank that the card has not exceeded its credit limit.

4. Is it safe to use my credit card online at Zuria Dor?

All orders are processed through a secure checkout system provided by Stripe, PayPal and EasyPay.

5. Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent.

DELIVERY

1. How long will delivery take?

We always show the planned delivery date for the order in the product's page. If by any chance the date has passed and you haven’t received your order please let us know at contact@zuriador.com, please include your order reference in your communication with us.

2. How are products delivered?

Products are delivered via DHL internationally and via TCS within Pakistan. When your order is dispatched, we will send you an email with the details that will allow you to track your order online.

3. Will my parcel be charged customs and import charges?

In most cases, any customs or import duties are charged once the parcel reaches its destination country. Any charges on a parcel must be paid by the person receiving the parcel. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

4. Under 'My Account', the status of my parcel is "Shipped" but I haven't received my order.

If the status of your parcel is "shipped" and the tracking shows the order has been delivered but you haven't received your order please contact contact@zuriador.com, please include your order reference in your communication with us.

5. My tracking number is not working.

If the number you received does not work, please inform us at contact@zuriador.com, please include your order reference in your communication with us.

6. I want to change my delivery address.

To change the delivery address of your order please inform us at contact@zuriador.com, please include your order reference in your communication with us.

7. Can the delivery country be different to the purchase country?

Yes, the delivery country can be different to the purchase country.

8. Can I track my order online?

We ship all of our orders with DHL (for international orders) and with TCS (for Pakistan). When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this reference number you can check the current status of your shipment on the DHL or TCS website.

EXCHANGES/RETURNS

1. How do I receive a refund and will I be refunded for the full value of my order?

We have a no returns/refund policy as we operate a made-to-order model.

TECHNICAL QUESTIONS

1. I cannot process my order.

Try by first deleting the cookies, then logging back into your account. Please refresh the page and try to place the order once again. If it still does not work please make a note of what happens and what messages the site gives you. It may also be necessary to try an alternative device to ensure it is not an internet connection problem.  If further problems persist please do not hesitate to email us at contact@zuriador.com.

2. An error message says my card details are incorrect?

Please ensure that you enter your details exactly as they appear. If the problem persists please get in touch with us at contact@zuriador.com.