FAQ’s

Placing an order with Samer Gul is very simple:

• Add your favorite items to the Shopping Bag.
• Click on the Shopping Bag icon and proceed to Checkout.
• Enter your name, contact, shipping, and billing details.
• Select your preferred payment method and click on Place Order.
• Finally, you’ll receive an Order Confirmation Email right away.

👉 If you have created a Samer Gul account, your shipping and billing details will be saved for faster checkout. You can also update or add new addresses anytime.

• Cash on Delivery (COD Orders): COD orders are only processed once confirmed by our verification call. If you do not answer the call, your order will be automatically canceled.
• Card Payment Orders: Card payment orders can be canceled before processing. Once shipped, cancellations are not possible, and our Exchange & Return Policy shall apply.

Brand’s Right: Samer Gul reserves the right to cancel orders in case of out-of-stock items, pricing errors, or declined card payments.

• Your Order Number is a unique code used to identify your purchase. You will find it in the Order Confirmation Email sent right after you place your order.

• You can CONTACT US our customer service to know the status of your order.
• You can also directly reach us anytime by clicking the WhatsApp Button at the lower right corner of the website. 

• Once your order is placed, you will receive an Order Confirmation Email with all details. If it’s not in your inbox, please check your Spam/Junk folder.

• If you receive an order with any issue, defect, or discrepancy, please notify our Customer Care team immediately with your Order Number.
• Our Exchange & Return Policy shall apply in such cases.

The following payment options are available at our online store:

• Cash on Delivery (COD)
• Debit / Credit Cards (VISA, MasterCard)

• We only accept cash for COD orders.

• If your payment fails, please check that your payment details are correct.
  If your account has been debited, the amount is usually reimbursed to your bank within 7 business days.
• For further assistance, you can contact your bank or reach us at info@samergul.com with your order number.

• Yes, all payment information on the Samer Gul website is processed through a fully encrypted and secure platform to ensure your safety.

• No, you only need to pay the full amount in cash once your order is delivered.
  

• For Cash on Delivery orders, only your Shipping Address is required.
• For Credit / Debit Card orders, both Billing and Shipping Addresses are required, which can be the same or different.

• If you cancel your order within 24 hours of placement (before dispatch), you will receive a coupon voucher against the order value.

• We deliver through trusted courier partners including M&P, FastEx & Call Courier to ensure reliable and timely delivery.

• Once your order is dispatched, you will receive a Tracking ID via email.
• You can track your parcel directly through the courier partner’s website using this ID.

• Standard Shipping: A flat delivery charge of Rs. 249/- will be applied to all orders below Rs. 4,999/-.
• Free Shipping: Orders worth Rs. 4,999/- & above qualify for free delivery nationwide.

• Card Payment Orders: Delivered within 4 – 5 working days nationwide.
• Cash on Delivery (COD) Orders: First confirmed through a phone call. Once confirmed, the order is delivered within 4 – 5 working days nationwide.

• Currently, we only deliver within Pakistan. International shipping is not available at the moment.

• No, shipping charges are mentioned separately at the Checkout Page. The final order total will include any applicable delivery cost.

• Any article purchased online can only be exchanged at our outlet store located at M-Block International Market, Model Town, Lahore, within 30 days from the date of purchase.
• The article must be unused, with all tags intact, and the original invoice must be presented.

• Click Exchange & Return Policy to read our full policy.

• No, there are no additional charges for the exchange process.

• If the new article you select is of higher value, you will be required to pay the price difference. If the new article is of lesser value, the remaining balance will not be refunded in cash; instead, you may choose another item to adjust the balance.

• Click Privacy Policy to read our full policy.

• Yes, your personal information is 100% safe with us. You can place your order with confidence as we never compromise on the security of customer details.

• We require basic customer information such as your name, billing details, and shipping address to process your orders securely.

• Security checks are part of our system to protect our customers. Usually, confirmation is a one-time process for account details. However, if you use a new debit/credit card, the order may go through an additional verification process.