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Online Shopping: Payment FAQ’s
ONLINE SHIPPOING: PAYMENT FAQ’s
I’ve made a refund request but haven’t yet been refunded. How do I get my money back?
Please note that it may take up to 20 working days to reflect onto your card based on your preferred banking partner. If you need further assistance, please contact us at +92 370 364 0370 or through any of our social media channels and we will have one of our colleagues look into this to ensure that this has been processed.
What payment methods are accepted?
You can pay for your order through most major credit cards (Visa and MasterCard) as well as Cash on Delivery.
I have placed an order but would like to cancel it now. How do I cancel my order?
Not to worry, it’s okay to change your mind! To cancel your order, please open the My Orders at website, then choose the order you’d like to cancel followed by ‘View Order Details’ and then choose the ‘Cancel Shipment’ option. Thereafter, you will get a confirmation message that the order has been cancelled. We only charge your card once your order has been dispatched therefore, if you’ve received a message from your bank, kindly note that this is only an authorized amount and will be released once your order is cancelled. This may take up to 20 working days to reflect onto your card based on your preferred banking partner.
My order had out of stock items and you charged me for the full order amount. I want my money back.
We’re working hard with our various suppliers and partners to ensure that all products are continuously available. Not to worry though, you will only be charged for the amount of the products you’ve received and any charge for out of stock items will not be processed. Based on your preferred banking partner, it may take up to 20 working days for this to reflect on your statement. If you need further assistance, please contact us at +92 370 364 0370.
Cash on Delivery
You can now order online and pay cash at your doorstep!
We now offer Cash on Delivery (COD) as an option for payment in your local currency “PKR”.
While placing your order, choose ‘Cash on Delivery’ as your preferred payment method. Print your order confirmation until you receive your order.
Minimum Order Placement Limit: PKR 1500
Minimum Order Limit for Free Delivery:
PKR 1000 (Express)
PKR 3000 (E food)
Delivery Fee:
Express: PKR 95
Standard: PKR 175
Upon delivery, the carrier will collect the due amount for the order total, including handling fees.
Payment for COD will only be accepted in the local currency (PKR).
Payments through COD, refunds and exchanges can be done at physical stores only and at any branch.
Refunds will take place only in cash.
Here’s how it works:
Order Online
Place your order and choose “COD” as your payment method. Write down your order number.
We Deliver Your Order
A text message and/or a call will be initiated while your order is on its way to be received.
Pay With Cash at Your Door
The carrier will collect the due amount for the total order, including handling fees.
Security
Is ordering online secure?
Yes. We take the utmost care with the information that you provide us when placing an order on our website or in-store.
Is it safe to use my credit/debit card online?
When you use your credit card, all your data is encrypted to the highest standard and held on a secure computer that means it’s protected from hackers and criminals. All data is hosted by the MasterCard payment gateway. NO credit card details are stored within our systems or computers it’s one more assurance that when you place an order, it’s absolutely secure.
Can I save my card details for my next purchase?
You can save your card details. We securely use the tokenisation method so we do not store any of your card details. While saving your card details, your next purchase is made even easier!
Payment and Checkout
How do I check out?
Once you have finished adding items to your shopping cart and are ready to complete your transaction, Select the ‘Checkout‘ button in the cart area. Follow the steps by entering the requested details for your delivery and the payment details until you receive the order confirmation and the e-mail summary of your order.
Are there any hidden charges when I make a purchase online?
There are NO hidden charges when you make a purchase on Pearls Store. The price you see on the product page is exactly what you pay. Delivery charges may vary depending on the type of item you shop.
What payment options do you accept?
We accept the following payment methods: credit cards (Visa and MasterCard), PayPal and Cash on Delivery.
Credit cards: we accept payments made using Visa and MasterCard.
To pay using your credit card, after accepting the Terms and Conditions, you will be redirected to our secured payment gateway page. You will need your card number, expiry date, and the three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to your bank’s page for entering the online 3D secure password according to the terms of your bank. Please wait till the page comes back to the order confirmation.
Debit cards: We accept payments made using Visa and MasterCard.
To pay using your debit card, after accepting the Terms and Conditions, you will be redirected to our secured payment gateway page. You will need your card number, expiry date, and the three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to your bank’s page for entering the online 3D secure password according to the terms of your bank. Please wait till the page comes back to the order confirmation.
Are the prices on the website the same as in-store prices?
Store prices are guaranteed online: you are charged for the same price you would pay in store.
When does the refund happen in case of a failed or unsuccessful transaction?
For any failed or unsuccessful transaction, there is no refund process to go through. The amount will automatically be reversed into your bank account within the next working day.
How do I get a receipt?
You will receive by email the order confirmation that summarizes your order and the payment details. When your shopping is delivered, you will be given a detailed delivery note of your received order by the driver.
Price Lists
General FAQs
What does your store sell?
We specialize in selling wholesale sugar, flour, rice, and cooking oil at competitive prices.
Do you sell to individuals or only businesses?
We primarily sell to businesses, but individuals can also place bulk orders.
Where are you located?
We operate online but have a warehouse for pickup and distribution.
Do you have a physical store?
No, we are an online wholesaler, but you can visit our warehouse for bulk purchases.
How can I contact customer service?
You can reach us via email, phone, or live chat on our website.
What are your working hours?
Our customer support operates from [insert hours] on weekdays.
Do you sell internationally?
We currently serve [list of countries] and are working on expanding.
Do you provide bulk discounts?
Yes, we offer discounts on large orders. Please contact us for pricing details.
Do you have a minimum order quantity?
Yes, minimum order quantities depend on the product. Check each product page for details.
Do you offer sample products?
We do not offer free samples, but you can order a small quantity to test quality.
Ordering and Payment
How do I place an order?
You can order directly through our website by adding products to your cart and checking out.
Can I modify my order after placing it?
Orders can be modified within 24 hours of placement.
Do you offer cash on delivery (COD)?
No, we only accept online payments to ensure smooth processing.
What payment methods do you accept?
We accept credit cards, debit cards, bank transfers, and digital wallets.
Can I get an invoice for my order?
Yes, invoices are automatically generated after successful payment.
Do you charge VAT or other taxes?
Yes, applicable taxes are included in the final checkout price.
Is my payment information secure?
Yes, we use secure payment gateways with encryption for safety.
Do you offer credit purchases?
We currently do not offer credit purchases, but bulk buyers can contact us for payment terms.
Can I cancel my order?
Orders can be canceled within 24 hours. After that, cancellations are not possible.
What happens if my payment fails?
Please check your card details and internet connection. If the issue persists, contact your bank or our support team.
Shipping and Delivery
What shipping methods do you offer?
We offer standard, express, and freight shipping for large orders.
How long does delivery take?
Delivery times vary but typically range between 2-7 business days.
Do you provide free shipping?
Free shipping is available for orders above a certain value. Check our shipping policy for details.
Do you ship internationally?
Yes, we ship to select international locations. Additional shipping fees apply.
How can I track my order?
A tracking link is provided once your order is shipped.
What if my order arrives damaged?
Please contact us immediately with photos, and we will arrange a replacement or refund.
Do you offer same-day delivery?
Same-day delivery is available in select locations for urgent orders.
Can I schedule a specific delivery date?
Yes, you can specify a preferred delivery date at checkout.
Do you deliver to rural areas?
Yes, but delivery times may be longer for remote locations.
What courier services do you use?
We work with trusted logistics partners for safe delivery.
Returns and Refunds
What is your return policy?
Returns are accepted within 7 days if the product is defective or incorrect.
Can I return partially used products?
No, we only accept returns for unopened and unused products.
How do I request a refund?
Contact our support team with your order details for refund processing.
How long does it take to process refunds?
Refunds are typically processed within 7-14 business days.
Do you offer exchanges?
Yes, exchanges are possible if the wrong item was delivered.
Who pays for return shipping?
If the mistake is on our end, we cover return shipping costs.
Can I return an order without an invoice?
No, an invoice is required for all returns and refunds.
What if my order is missing an item?
Contact us immediately, and we will resolve the issue.
Do refunds include shipping costs?
No, shipping fees are non-refundable unless the return is due to an error on our part.
How do I cancel a return request?
You can cancel your return by contacting our support team before the return is processed.
Product Information
Where do you source your products from?
We source directly from trusted manufacturers and suppliers.
Are your products organic?
We offer both organic and non-organic options. Check product descriptions.
What is the shelf life of your products?
Each product has a different shelf life, ranging from 6 months to 2 years.
Do your products have certifications?
Yes, our products meet industry standards and certifications.
Do you offer custom packaging?
Yes, custom packaging is available for bulk buyers.
Can I request a specific brand?
We stock multiple brands, but availability may vary.
Do your products contain allergens?
Our products are processed in facilities that handle allergens. Please check labels.
Are your products GMO-free?
We offer both GMO and non-GMO products.
Do you offer bulk packaging?
Yes, we provide large sacks and bulk packaging options.
How should I store the products
Store in a cool, dry place away from direct sunlight.
Account & Loyalty Programs
Do I need an account to place an order?
No, but creating an account allows faster checkout and order tracking.
Do you have a loyalty program?
Yes, we reward returning customers with discounts and exclusive offers.
Can I save my payment details?
Yes, you can securely store payment details for faster checkout.
How do I reset my password
Click “Forgot Password” on the login page and follow the instructions.
Can I refer friends for discounts
Yes, we have a referral program. Check our website for details.
Order Management and Custom Requests
Can I place an order over the phone?
Yes, we accept phone orders. Contact our sales team for assistance.
Can I order different products in one shipment?
Yes, you can mix products in a single order.
Do you allow order pickups?
Yes, you can schedule a pickup from our warehouse.
Can I schedule recurring orders?
Yes, we offer subscription-based purchases for regular customers.
Can I place a custom order with specific weight requirements?
Yes, we accommodate special requests for large orders.
Do you offer contract-based bulk supply for businesses?
Yes, we work with businesses for long-term supply contracts.
Can I split my order into multiple shipments?
Yes, but additional shipping charges may apply.
Can I add extra products to my order after checkout?
You can modify your order within 24 hours of purchase.
Can I get a written quotation before ordering?
Yes, we provide quotations for bulk buyers upon request.
Do you accept purchase orders from businesses?
Yes, we process purchase orders for registered business accounts.
Shipping and Delivery (Extended)
Do you ship to hotels or temporary addresses?
No, we only deliver to permanent addresses.
Can I change my shipping address after placing an order?
Yes, within 12 hours of ordering.
Do you ship on weekends?
We currently ship on business days only.
Can I pay extra for faster delivery?
Yes, express delivery options are available at checkout.
What should I do if my tracking number isn’t updating?
Contact our support team, and we will check with the courier service.
What if my package gets lost in transit?
We will investigate and either reship or issue a refund.
Do you offer white-label shipping?
Yes, we offer white-label solutions for business clients.
Do you offer refrigerated shipping for oils?
No, but our packaging ensures the oil remains fresh during transit.
Do you deliver to multiple addresses in one order?
No, you must place separate orders for different addresses.
Can I request special delivery instructions?
Yes, you can add instructions during checkout.
Returns and Refunds (Extended)
Can I exchange a product for a different brand?
No, we only replace items if they are defective or incorrect.
What if my return request is denied?
You can appeal the decision by providing additional proof.
Do refunds go back to the original payment method?
Yes, refunds are issued to the original payment method used.
Can I return products purchased on sale?
No, clearance and sale items are non-refundable.
How do I report a defective product?
Send us photos and details via email or chat.
Do I need to keep the original packaging for returns?
Yes, returns are only accepted in original packaging.
Can I return products past the return window?
No, all returns must be initiated within the specified return period.
How do I check the status of my refund?
Log into your account and check the refund section or contact support.
Do you offer store credit instead of refunds?
Yes, store credit is available as an alternative.
What happens if I receive an expired product?
We will replace it free of charge.
Product and Storage Information (Extended)
Are your products halal-certified?
Yes, our suppliers provide halal-certified products.
Do you sell fortified flour and rice?
Yes, we stock fortified food products.
Can I request bulk packaging with my branding?
Yes, we provide private labeling for bulk buyers.
Are your oils cold-pressed or refined?
We sell both cold-pressed and refined oils.
What’s the best way to store bulk sugar and flour?
Keep in airtight containers in a cool, dry place.
Do you provide documentation for export shipments?
Yes, we provide necessary export documentation.
Can I mix different rice varieties in my bulk order?
Yes, we allow mixed orders based on availability.
Do you have lab test reports for product quality?
Yes, lab reports are available upon request.
Can I get a sample before committing to a large order?
Yes, but sample orders are chargeable.
Do your oils contain preservatives?
No, our oils are free from artificial preservatives.
Business Partnerships and Reseller Programs
Do you offer wholesale prices for resellers?
Yes, resellers can access bulk pricing.
Can I become a distributor for your products?
Yes, apply for our distributor program via our website.
Do you supply restaurants and food chains?
Yes, we provide bulk supplies to the food service industry.
Do you offer affiliate commissions for referrals?
Yes, we have an affiliate program where you can earn commissions.
Can I negotiate prices for very large orders?
Yes, bulk buyers can discuss custom pricing with our sales team.