ACCOUNT RELATED

1. Is it necessary to have an Account to place an Order ?
No, you can Order as a Guest without creating an Account. However, creating an Account has benefits listed below.

2. What are the benefits of creating an Account ?
There are several benefits of creating an Account, including:
1. Your billing / shipping information will be saved, and checkout will be faster.
2. You will be able to view your previous Order history.
3. An Account is required to facilitate returns & Order cancelations.
4. Account holders will remain up to date with latest promotions & newsletters.

3. How do I make an Account ?
Simply click on ‘Create an Account’, enter the required details & submit the form.

4. I have forgotten my password
Click on ‘Forgot Password’, enter your email address and click on ‘Reset My Password’
Click on the link you receive on your email address and enter your new password.

ORDER:

5. How can I place an Order ?
1. Select your products from the hushpuppies.com.pk website and click Add to Bag
Once you have added all your desired items to your Shopping Bag, follow these instructions:
If you are a registered customer,
2. Make sure you are signed in using the Sign In link
3. Click on the ‘Shopping Bag’ button and proceed to checkout.
4. Select address and click Next
5. Select payment method
6. For credit card payments, follow the on-screen instructions
7. Click on ‘Place Order’
8. Your bank website will open to process order
9. Once transaction is made, you will be routed back on hushpuppies.com.pk
10. Check your email for a Sales Order Summary
11. If you are not a registered customer,
12. Click on the ‘Shopping Bag’ button and proceed to checkout
13. Enter all your required shipping and billing information

6. How do I search for an item on the website ?
Click on the search icon on the top of the website. Enter the name of the product for men category and for women, kids product you can enter the code of the product you are looking for and press Enter on your keyboard.

7. Can I reserve my Order online ?
Unfortunately, you cannot reserve your Order online.
8. How will I know if hushpuppies.com.pk has received my Order?
The Sales Order Summary emailed to you is a confirmation that your Order has been received. If you do not get this email, please Contact Customer Services.

9. Can I modify an Order after placing it ?
Unfortunately, it is not possible to make changes to an Order once the Order has been placed. However, if your Order has not been processed, you can call or message us on Facebook / Instagram so we can assist your order.

10. Can the billing address differ from the shipping address ?
For Cash on Delivery orders, billing address is not required. We only require your shipping address which will be the address you want your order delivered to. For Credit Card orders, we require both billing and shipping address, which can be the same or different addresses. To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ tab on the checkout page.

11. If an article is out of stock, how can I be informed about its re-arrival ?
For out of stock items, please enter your email address in the given text box to get an email about article availability. Alternatively, please call our Customer Support helpline, or DM / Message us on our social channel and we will be more than happy to try and arrange the article you require.

12. How do I get sale or promotional messages from Hush Puppies ?
Click here to subscribe to our newsletter to receive updates on sales & promotions.

13. Can I get an article reserved for me in stores before formal checkout ?
Regretfully this service is currently not available 0348 11 14 747 and they will facilitate you with your reservation or you can DM us on our social channel.

14. Will the amount be refunded if I cancel or return the order ?
In such a scenario, please call Customer Care at 0348 11 14 747 for further details. As per policy we do not refund any amount, or you can DM us on our social channel.

PAYMENTS RELATED

15. What payment options do I have ?
• Cash on Delivery (available nationwide).
• Online payment (Visa Debit/Credit, Master Debit/Credit).

16. Is it safe to use my credit/debit card to make payments ?
All payment information on our website is processed on a fully encrypted and secure platform and kept confidential with only authorized personnel having access to your information.

17. What is GST ?
“GST” or a Sales Tax is a tax placed on various products by the Government of Pakistan. The current rate is 17% for imported and 10% for local.

18. When will I receive my refund after Order cancellation ?
If payments made via Credit/Debit Card are processed, you will receive refund into the source Account within 10 days from the time of Order cancellation.

19. What should I do if my payment fails ?
In case of a payment failure, make sure that the payment information you have provided is accurate. If your account has been debited after a payment failure, it is normally reimbursed to your bank account within 7 business days. You can email us on customercare@hushpuppies.cpm.pk or give us a call on  0348 11 14 747 with your order number for any clarification.

20. What are the conditions for Cash on Delivery (COD) ?
To avail COD, please follow these instruction.
. At checkout, select ‘Cash on Delivery'.
. Upon the courier’s arrival, check for the original receipt and pay only the amount mentioned on that receipt in cash.
. At the time of delivery, we don’t allow to open the parcel. In case you have any issue with size and color, or quality of the product that can be treated as exchange, and shall be applied as per exchange policy.

21. Can I pay COD with a cheque ?
Unfortunately, for logistical reasons, we only accept cash for COD orders.
22. Is there any form of advance payment required for COD?
No, you only need to pay the full amount in cash once your parcel is delivered to you.

TECHNICAL SUPPORT

22. In case you are not able to sign-in
a. Reset your password and try signing-in again. If this still does not work,
b. Fill out the form on our Technical Support page and our representative will contact you.
c. You can message us on our social channel and can also call us 0348 111 4747 or reach us by email at customercare@hushpuppies.com.pk

23. I am having difficulty paying online via Credit Card
a. Retry payment after ensuring that the information entered is accurate, including all Account Details, Billing Addresses and Password.
b. If that doesn’t work, checkout using the Cash on Delivery (COD) payment option
c. Fill out the form on our Technical Support page and our representative will contact you.

24. I am unable to subscribe to newsletter
You can subscribe to our newsletter to receive updates on sales & promotions. In case you are unable to subscribe, please
a. Fill out the form on our Technical Support page and our representative will contact you.
b. You can also call us 0348 111 4747 or reach us by email at customercare@hushpuppies.com.pk

SHIPPING & HANDLING

25. What is the delivery time for my Order ?
Your Order should be delivered within
c. 2-4 days for Karachi, Lahore and Islamabad.
d. 5-7 days for major cities.
e. 8-10 days for other outskirts areas & cities.

26. What are the delivery charges for local Orders ?
We are taking orders on free deliveries nationwide.

27 (a). What manner of shipping do you use ?
Our packages are delivered over land by leading third party courier companies.
• Trax Logistics
• Call Courier
• Swyft Logistics

27 (b). We deliver orders partially ?
We are delivering orders partially and as a split order too, so you might receive order in two sections if you have placed order for more than one product.

28. What Manner Shipping are done currently ?
We are shipping your order through third party courier service and in some cases your order will deliver partially with a period of 1 or 2 day

29. Can I ship my order outside Pakistan ?
We do not offer international shipping through the Pakistan website.

30. What should I do if I have missed my delivery ?
Our courier delivery partners will make 2 attempts to deliver your parcel. Kindly ensure that the address, state and city while placing an Order given is accurate. On the third failed attempt, your order will be cancelled. If you have already paid for this order, your payment will be refunded within 15 days of order cancellation and up to two billing cycles for the credit to appear on your credit card statement.

31. Can I get the Shipping or Billing Address of an Order changed after it has been processed ?
To modify your Address, call us on 0348 111 4747. Please note, the address cannot not be modified after the Order has been processed because your order has already been dispatched.

32. What is the difference between “Order ID” and “Tracking ID” ?
Your Order ID is used to identify your Order and will be a part of the Order Sales Summary email. Once your Order has been dispatched, your status of order will be emailed to you upon which you can ask us through DM / Messages on social to get a Tracking ID to track your order.

33. How can I check the status of my Order using Tracking ID ?
You click on the Track Your Order within the tab of Order status on the footer of the website to track the status of your Order.

RETURNS & EXCHANGE

34. What should I do if I have received a defected / wrong product or quantity ?
You can also contact our Customer Service center by messaging us images of defected/wrong product at our social channel or at customercare@hushpuppies.com.pk or calling us at 0348 111 4747 within 72 hours of delivery.

35. How can I exchange my Order ?
Products can be exchanged at your nearest Hush Puppies retail store within 15 days of your purchase without using the product. Click here for Store Locator.
*for more exchange and claim issues please refer to claim policy
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