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Shipping & Delivery

We know how excited you are to receive your order and we will do our best to send out your items in a flash!
We aim to ship your orders as soon as possible and we generally ship out same day until 3pm on business days.

Orders received after 3pm (PST) will be shipped the next business day. 

Dispatch / Delivery Updates:

Please note, due to the impact of the COVID-19 pandemic, otd is currently experiencing some delays within our delivery network, with orders taking longer than usual to be picked, packed and delivered to you. Please allow an additional 1-2 days for your order to be dispatched. Your order is our top priority and will be en route at the earliest possible opportunity.

Please be aware that online orders are not processed over the weekends or public holidays.

Once your order has been shipped, a tracking number will be sent to your email address.

All deliveries must be signed for. Ensure someone will be able to sign for the delivery, or provide a business address.

Delivery Time

Lahore - 1-2 days’ transit time.

Punjab - 2-3 days’ transit time.

Sindh, Khyber Pakhtunkhwa & Balochistan - 3-5 days’ transit time.


FRAUDULENT ORDERS

We reserve the right to place temporary hold to or cancel your order in the event we have reasonable grounds to believe it is fraudulent. In such circumstances we will attempt to contact you, using the email address you provided at the time of booking and may request you to either provide further proof of identify before issuing your order. In the event we are not able to contact you or the information provided does not meet our minimum identification requirements, we may cancel your order with no liability whatsoever.

CHANGES TO YOUR ORDER/CANCELLATIONS

Please take your time whilst checking out via our website as once your order has been placed, we cannot edit, change or cancel. We thank you for your understanding. Please reach out to otdestore@gmail.com

ORDER INFORMATION

All purchase receipts are sent to your email once your order has been processed and paid for. We will also send you a shipment confirmation once your order has been shipped, this will contain a tracking number which can be used to track the journey of your purchase. Please contact us immediately if you have not received your order confirmation or shipping confirmation emails within 72 hours of purchase, should you purchase over public holidays or weekends your confirmation will be sent on the next business day.

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REFUNDS

On parcel return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 7 working days. Working days are Monday to Friday excluding Pakistan public holidays.

If you are not satisfied with your purchase you may return it to us by post using a delivery service of your choice within 7 days of receipt, and we will issue a full refund. Please see exceptions and requirements below: 

  • Items should be unworn, unwashed and must be in an original condition as item was dispatched to you.
  • When trying the item on, please be extra careful if wearing makeup or fragrance that could stain or perfume the item. 
  • otd reserve the right to refuse a refund if an item is returned in unsuitable condition, worn or stained.

IF YOUR ITEM IS FAULTY...

In the unlikely event your item has a fault, please use our contact center to request a return and contact us at otdestore@gmail.com quoting your order number and providing a description and image of the item. Our team will then get back to you 1-2 working days.

All refunds will be credited directly to your bank account/Jazz cash/Easy paisa Account.

Unfortunately, we cannot refund on sale items or gift cards.

RETURN

All orders can be returned by post using the delivery service of your choice. 

To request a return, please talk to our contact center.

In the rare event there is an issue or fault with the items ordered, please also talk to our contact center or email us at otdestore@gmail.com confirming your order number and attaching photos/details of the fault. We will endeavor to find a suitable resolution as soon as possible.

Once you have shipped your items back to us, we will email you to let you know once your return parcel has been received and your refund is completed.
Please note we do not cover return shipping costs. We recommend to hold on to your postage receipt and tracking number. For peace of mind, you may want to send the parcel using a delivery service that insures you for the value of the goods, should the parcel get lost. 

Please, remember the return of the items is your responsibility until they reach our warehouse, so make sure it's packed up properly and protect from getting damaged on the way.

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES

Currently orders cannot be exchanged, unless item is faulty or incorrect. Please talk to our contact center to notify us of your return and ensure this is within 7 days of receipt. Once confirmed by our team, a new order can be placed through otdestore.com at any time or if you contact us on otdestore@gmail.com you can place an order via our Customer Service team.

Please note: - Shipping charges of exchanged item will not be given by otd in case the mistake is at customer end. You have to pay extra Rs.300/- for delivering in case of wrong order.

ORDER CANCELLATIONS AND AMENDMENTS  

Please note, we may be unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed. Please contact our Customer Service Team on otdestore@gmail.com ASAP and if still in time, we will try our best to accommodate your changes. If you decide to cancel your order after it has been processed, we will unfortunately be unable to allow you to place the order without the online payment.  

 

Drop Us A Line

We’re happy to answer any questions you have or provide you with an estimate. Just send us a message in the form below with any questions you may have.

Thanks for contacting us. We'll get back to you as soon as possible.

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