1. TERMS OF SHIPPING AND DELIVERY
1.1. Dispatch and Delivery Timeline:
We partner with third-party logistics service providers to handle shipping and delivery. Our pieces are predominantly made-to-order; therefore, the delivery time for each product varies. To check the delivery timeline of any specific outfit, please visit the product page for that outfit on our website. If you have any specific queries concerning order delivery time, please contact our team on WhatsApp at +92 335 3800427. Please note that the delivery timeline provided is subject to change due to unforeseeable circumstances and should only be used as a general indication.
1.2. Information for Delivery:
To ensure timely delivery, we have to collect specific information like your name, shipping address, billing address, landmarks, contact details, etc. It is your responsibility to provide accurate information. We shall not be liable for delivery failures or delays due to inaccurate information.
1.3. Delivery Attempts:
After the initial delivery attempt, we will contact the cardholder via their registered email address or phone number. If the cardholder allows for a second attempt, additional charges may apply for subsequent attempts.
1.4. Delay in Delivery:
Although we strive for punctual delivery, delays can arise due to logistical challenges, weather conditions, political disruptions, or unforeseen circumstances. We are committed to keeping you well-informed about any delays. All communications regarding delays will be documented on the appropriate channel to serve as evidence in case of disputes.
1.5. Actions of Delivery Personnel:
We engage reputable delivery partners; however, we are not liable for acts or omissions of delivery personnel. Any disputes between you and delivery personnel must be resolved independently.
1.6. Tracking Information:
After your order is processed, you will receive a unique tracking ID via SMS and/or email. Additionally, if you communicate with us through WhatsApp or social media, we can provide the tracking ID upon request. Please note that tracking information may experience time lags beyond our control.
1.7. Delivery Charges:
Pakistan: For all domestic orders within Pakistan, a standard delivery fee of PKR 200 applies.
International: Delivery charges are calculated based on the destination and weight of your shipment. Please note that the initial purchase price and shipping cost during checkout do not include duties and taxes. These fees are the responsibility of the customer and will be collected at the time of delivery by the relevant authorities.
1.8. Customs Clearance and Delays:
Customers are responsible for any merchandise held by the customs agency of their country. The customer is liable for any charges, fines, or delays incurred due to customs processing. Any fees or penalties imposed by the customs agency are the sole responsibility of the customer and will not be covered by Bano by Hya.
2. GOODS/SERVICES NOT RECEIVED
2.1. Definition:
A 'Goods and Services Not Received' situation refers to circumstances where a customer does not receive the ordered goods within the expected timeframe or as described in the purchase agreement.
2.2. Eligibility:
This policy applies to all orders placed with us. Any customer who makes a purchase is eligible for this policy.
2.3. Delivery Address and Confirmation:
Goods will be dispatched to the shipping address provided. Our delivery process is contactless, and we do not provide a physical sign-off. However, proof of delivery is provided by our third-party delivery partner, which serves as evidence in case of a dispute.
2.4. Confirmation of Delivery:
We will issue a tracking number for your parcel, serving as confirmation that the goods have been dispatched to the provided shipping address.
2.5. Timeframe:
Customers must report a 'Goods and Services Not Received' issue within 7 working days from the expected delivery date (excluding weekends and public holidays).
2.6. Reporting:
To report an issue, please contact us via +92 335 3800427 or banobyhya@gmail.com.
2.7. Missing Delivery Disputes:
The tracking number serves as evidence of dispatch. By accepting these terms, the cardholder absolves the merchant from responsibility in cases of missing deliveries. In case of non-receipt, please contact the designated courier company directly. Our team is available to assist you in contacting them.
2.8. Contactless Delivery:
The absence of a physical sign-off does not diminish the validity of the delivery process, as the tracking number serves as a digital confirmation.
2.10. Investigation:
Upon reporting an issue, our team will review the provided information (order number, tracking details) and maintain clear communication with you throughout the investigation to ensure a resolution.
2.11. Further Assistance:
For any additional inquiries, please contact our customer service team at banobyhya@gmail.com or via WhatsApp at +92 335 3800427.
