Frequently Asked Questions (FAQ)

Ordering & Payment

How do I place an order on MustBuy.pk?

Placing an order on MustBuy.pk is simple and convenient:

1. Browse our catalog and select the product you wish to purchase
2. Click on "Add to cart"
3. Review your cart and proceed to checkout
4. Fill in your shipping and contact details
5. Select your preferred payment method
6. Confirm your order

What payment methods do you accept?

We currently accept the following payment methods:

• Cash on Delivery (COD)

Can I modify or cancel my order after it's been placed?

Yes, you can modify or cancel your order within 12 hours of placement, provided it hasn't been shipped yet. Please contact our customer support team at support@mustbuy.pk with your order number to request changes or cancellation.

Do you offer discounts or promotional codes?

Yes, we regularly offer discounts and promotional codes. Subscribe to our newsletter to stay updated on our latest offers and promotions.

Shipping & Delivery

What are your shipping charges?

Our standard shipping charges are as follows:

• Orders under Rs. 2,000: Rs. 200 shipping fee
• Orders above Rs. 2,000: Free shipping

How long will it take to receive my order?

Delivery timeframes depend on your location:

• Major cities (Karachi, Lahore, Islamabad): 2-3 business days
• Other cities: 3-5 business days
• Remote areas: 5-7 business days

Do you ship internationally?

Currently, we only ship within Pakistan. We plan to expand our shipping services to international destinations in the future.

How can I track my order?

Once your order is shipped, you will receive a tracking number via email and SMS. You can use this number to track your order on our website or through the courier service's tracking portal.

What if I'm not available to receive my package?

If you're not available to receive your package, the courier will attempt delivery again the next business day. After three unsuccessful delivery attempts, the package will be returned to our warehouse, and our customer service team will contact you to arrange redelivery.

Returns & Refunds

What is your return policy?

You may request a return or exchange within 7 days of receiving your order, provided that:

• The item is unused, unworn, and in its original packaging with all tags and labels intact
• The product is not damaged or altered in any way
• The item is not listed as a non-returnable product (e.g., perishable goods, personal care items, customized products)

For complete details, please visit our Return Policy page.

How do I initiate a return?

To initiate a return, please follow these steps:

1. Contact us at support@mustbuy.pk with your order number and reason for return
2. Our team will review your request and provide return authorization if eligible
3. Pack the item securely in its original packaging
4. Ship the item back to the provided return address

Who pays for return shipping?

The customer is responsible for return shipping costs unless the return is due to an error on our part (such as a damaged or incorrect item).

How long does it take to process a refund?

Once we receive and inspect your returned item, we will process your refund within 3-5 business days. The refund will be credited back to your original payment method.

Products & Quality

Are your products authentic and genuine?

Yes, all products sold on MustBuy.pk are 100% authentic and genuine. We source our products directly from authorized distributors and manufacturers.

What if I receive a damaged or defective product?

If you receive a damaged or defective product, please contact our customer support team at support@mustbuy.pk within 24 hours of delivery. Please include photos of the damaged/defective item and packaging. We will arrange for a replacement or refund.

Do your products come with a warranty?

Warranty policies vary by product and brand. Product-specific warranty information is mentioned in the product description. For warranty claims, please contact our customer support team with your order details.

Can I request a product that is not available on your website?

Yes, we welcome product requests. Please email us at support@mustbuy.pk with details of the product you're looking for, and our team will try to source it for you.

Account & Privacy

Do I need to create an account to shop on MustBuy.pk?

No, you can shop as a guest without creating an account. However, creating an account offers benefits such as order tracking, faster checkout, and access to exclusive offers.

How do I create an account?

To create an account:

1. Click on the "Account" icon at the top of the page
2. Select "Create Account"
3. Fill in your details and create a password
4. Verify your email address

How is my personal information protected?

We take data privacy seriously. Your personal information is encrypted and securely stored. We do not share your information with third parties without your consent. For more details, please review our Privacy Policy.

I forgot my password. How can I reset it?

To reset your password:

1. Click on the "Account" icon
2. Select "Forgot Password"
3. Enter your email address
4. Follow the instructions sent to your email to create a new password

Contact & Support

How can I contact customer support?

You can reach our customer support team through:

• Email: support@mustbuy.pk
• WhatsApp: 0339-4020767
• Contact form on our website
• Social media: Facebook and Instagram

What are your customer service hours?

Our customer service team is available Monday to Saturday, 9:00 AM to 6:00 PM (Pakistan Standard Time). We are closed on Sundays and public holidays.

Do you have a physical store?

Currently, MustBuy.pk operates exclusively online. We do not have a physical retail store at this time.

How can I provide feedback or suggestions?

We value your feedback and suggestions. Please email us at support@mustbuy.pk or use the contact form on our website to share your thoughts with us.

If you have any other questions that aren't answered here, please don't hesitate to contact our customer support team. We're here to help!