Help & Support
Frequently Asked Questions
Everything you need to know about shopping with Kaprasaaz. Can't find your answer? We're here to help.
Shipping & Delivery
Do you deliver nationwide in Pakistan?
Yes, we deliver to all cities and towns across Pakistan. Whether you are in Karachi, Lahore, Islamabad, or anywhere else we will get your order to you safely and on time.
Do you offer international shipping?
Yes, we ship internationally. Shipping costs vary based on the weight of the parcel and are calculated at checkout. International orders typically take 7 to 10 working days from the date of order placement.
Do you offer free shipping?
We offer free shipping on orders above a certain value within Pakistan. Current free shipping eligibility and thresholds are displayed on our website. International orders are subject to shipping charges based on weight.
Can I change my delivery address after placing an order?
Once an order has been placed, we are unable to change the delivery address. Please make sure the address you provide at checkout is accurate and complete to avoid any delivery issues.
What happens if there is a delay in my delivery?
Delays can sometimes occur due to bad weather, flight disruptions, or other unforeseen circumstances. In such cases, we will proactively reach out to you. Please keep an eye on your email and WhatsApp for updates.
Order Tracking & Cancellation
How can I track my order?
Once your order has been dispatched, you will receive a tracking number via email and WhatsApp. You can use this number to monitor your delivery status on the courier's website or app. Please ensure you have provided a valid email address when placing your order.
I placed an order but haven't received a confirmation. What should I do?
Please check your spam or junk folder first. If you still cannot find a confirmation email or WhatsApp message, contact our customer support team with your name and order details and we will resolve it for you promptly.
Can I cancel my order after placing it?
Orders can only be cancelled within 2 hours of placement. Once the order has been processed or dispatched, cancellation requests cannot be entertained. Please contact us immediately if you need to cancel.
Can I make changes to my order after placing it?
If you need to make changes to your order, please contact us as soon as possible after placing it. Once an order has been dispatched, we are unable to make amendments. We will always do our best to help if contacted in time.
Returns, Exchange & Refunds
What is your return and exchange policy?
We accept returns and exchanges only for items that arrive damaged or defective. Please contact us within 24 hours of receiving your order. The item must be unused, unwashed, and in its original packaging to be eligible.
What should I do if I receive a damaged product?
Contact our customer support team within 24 hours of receiving the order with your order details and a description of the damage. We strongly recommend recording an opening parcel video — this helps us process your case much faster and ensures a smooth resolution.
How long does a refund take to process?
If you have an opening parcel video clearly showing the damage, your refund will be processed to your original payment method as soon as we receive the returned item. Without a video, we will arrange a courier pickup, inspect the item, and then process your refund or replacement.
Who pays for return shipping?
We cover all shipping costs for returning a damaged item and delivering a replacement. You will not be charged anything extra in a valid return or exchange case.
Payment Methods
What payment methods do you accept?
We accept Cash on Delivery (COD), bank transfers, and major debit/credit cards. Payment methods may vary depending on your location. For international orders, card payments and bank transfers are available.
Do you offer Cash on Delivery?
Yes, Cash on Delivery is available for orders within Pakistan. Simply select COD at checkout and pay when your order arrives at your doorstep.
Is it safe to pay online on your website?
Absolutely. Our website uses secure, encrypted payment processing to protect your information. Your payment details are never stored on our servers and we do not share your personal information with third parties without your consent.
Sizing & Fit
How do I find the right size?
Each product page includes a detailed size guide. We recommend measuring your chest, waist, and hips and comparing them with our size chart. If you are between sizes, we suggest going one size up for a more comfortable fit.
Do your clothes run true to size?
Our clothing is designed to fit true to standard Pakistani sizing. However, cuts may vary slightly between collections. Always check the size guide on each product page for the most accurate information.
Can I request custom sizing?
For custom sizing inquiries, please contact us directly via phone or email before placing your order. Our team will do its best to accommodate your requirements.
Product Care
How should I wash my Kaprasaaz clothing?
We recommend hand washing or gentle machine washing in cold water using a mild detergent. Avoid bleach or harsh chemicals. For embroidered or embellished pieces, hand washing is always preferred to protect the detailing.
How should I store my clothes?
Store clothing in a cool, dry place away from direct sunlight. For formal or embellished pieces, hang them or fold carefully in a breathable garment bag to preserve the fabric and embroidery.
Can I iron my Kaprasaaz clothing?
Yes, on low to medium heat. For embroidered or embellished areas, place a thin cloth between the iron and the garment. Never iron directly on printed or embellished sections.
Privacy & Security
How do you protect my personal information?
We take the security of your personal information very seriously. Your data is encrypted, stored securely, and never shared with third parties without your consent. We follow industry-standard security practices to keep your information safe at all times.
How can I contact customer support?
Our customer support team is available via email, phone, and WhatsApp during business hours. You can find all our contact details on the Contact Us page of our website. We aim to respond to all queries as quickly as possible.