FAQ's

1. How can I place an order?

Once you have added all your desired items to your shopping cart, follow these instructions:

. Click on the "Shopping Bag" icon and proceed to Checkout

. Enter all your required contact, shipping and billing information.

. Click on ‘’Continue to Payment" and select your preferred payment method.

. Click on ‘Complete Order’ and check your email for an order confirmation Email.

If you have signed in to your MONA IMRAN account, we will have your shipping and billing information stored. You will have the option to edit or add additional shipping and billing details.

2. Can I place an order on call?

Yes, you can place your order by calling us at +92 321 8232311 and providing the required SKU and size / colour variant of the product you want to purchase.

3. Can I place an order online and pick it up from the store?

Unfortunately, we do not offer store pickups yet. We are actively working on bringing this facility to you as soon as possible.

4. How can I review my order after I have placed it?

After placing your order you will receive an Order Confirmation Email with all your order details. If you cannot find it in your inbox, check your junk / spam folder. Contact our customer service team at +92 321 8232311 to confirm the status of your order if you do not receive this Email.

5. Can I add items or make changes to an existing order?

You can contact our Customer Service at +92 321 8232311 to request changes to your order within 24 hours of order placement, given that the order has not been processed. Alternatively, you can request cancellation of your entire order and place a new one.

6. What is my Order Number?

Your Order Number will be used to identify your order and will be provided in the Order Confirmation Email after you have placed your order.

7. What can I do if I find an issue / discrepancy in my order upon receiving it?

You can contact our Customer Service team by sending an Email at monaimran9@gmail.com or calling ++92 321 8232311 to address any issues with
your order.

. In case of missing components, our team will request for your order number and images of article. After verification, pick up will be arranged and we will arrange the complete article depending on availability. If it is sold out, we will offer a voucher for the
same amount paid for that particular item.

. In case of missing items, our team will request for your order number and images of the order received. After verification, we will arrange the missing article depending on availability. If it is sold out, we will offer a voucher for the same amount paid for that
particular item.

. In case of a damaged item, our team will request for your order number and images of the article received. After verification, we will arrange the missing article depending on a availability. If it is sold out, we will offer a voucher or refund for the same amount paid for that particular item.

8. Does adding an item to the shopping cart reserve it?

No, an item will only be reserved for you after you have confirmed your order at checkout.

9. Can I cancel my order?

· Customers can cancel orders at any time before the order has been processed
· Once the order has been shipped, you will receive a shipping confirmation via email and along with your order tracking ID. As soon as the product has been delivered, our above-mentioned exchange policy will be applicable to your order
· MONA IMRAN holds the authority to cancel any order in cases, such as; the item is out of stock, pricing errors, or the credit card payment declined by the issuing financial institution

10. What are the benefits of placing an order through an account?

. You can save your shipping and billing information to ensure a faster checkout process.

. You will be kept up to date with exclusive offers, sales and updates.

. You can request an exchange directly from your account

. You can track your orders and review your order history

. You can add the items you loved to your Wish List and save them for later.

11. How can I check the status of my order?

You can Track Your Order on the order tracking icon on the website. Enter your Order Number and Email Address or CN Number to view the status of your order. Alternatively you can contact our Customer Service team at +92 321 8232311 to request your order tracking status.

All payments are carried out through a payment secure gateway.

1. What is the delivery time for a MONA IMRAN order?

Formals take 4 working weeks | Pret take 15 working day

Orders are processed within 24 hours and are generally scheduled Please also note that the order process will only proceed after 50% of the total amount is deposited in the bank via bank transfer. 

Note: For a smoother delivery process, you may receive multiple packages for one order - local orders only.

2. Can I ship my order to an international location?

Yes, you can ship your order outside of Pakistan.

3. What are the delivery charges for orders?

MONA IMRAN offers free shipping nationwide for all orders.

4. Does the order amount include shipping charges?

For all local and international orders, shipping charges are mentioned separately on the check-out page. The total order amount charged will include shipping charges.

5. Will free shipping apply to my order if the cart contains both Home products and clothing?

Free international delivery cannot be availed for any item.

6. Who will bear the VAT and custom duties for international shipments?

All custom and VAT charges will be paid by the customer for all international orders, where applicable. (Further, cross-border deliveries are subject to opening and inspection by customs authorities).

7. How do I check the delivery status?

Once your order is dispatched, a Tracking ID will be sent to you via Email / SMS. You can log on to the courier partner’s website, enter your tracking ID and view the status of your order. Alternatively, you can also enter your iD on the Track Your Order section on MONA IMRAN website.

8. Which couriers do you use to deliver orders?

We partner with , TCS, for all local orders. All international orders are delivered via DHL.

9. How many times will the courier agent attempt to deliver my order in case I am unavailable to receive it?

Our courier partners make at least two attempts to deliver a parcel. Kindly ensure that the address, country and area code while placing an order given is accurate. On the second failed attempt, the item(s) will be returned to us.

10. Can I get the shipping/billing address of an order changed after it has been processed?

It is only possible to change the address of a processed order before it has been dispatched. Please call Customer Care at +92 321 8232311 or Email us at monaimran9@gmail.comto request any changes to your order. We will

11. Do you offer worldwide shipping?

Yes, we offer worldwide shipping for all our products Regretfully, we cannot deliver any shipments to India, Iran, Israel, Syria and Cuba as per Government directives until further notice.

Note: Please do not accept the parcel if it's already opened or tempered in any way. Kindly only accept parcels that are packed in MONA IMRAN branded flyers.

1. Why is it mandatory to give personal information?

Customer information pertaining to name, card billing details and shipping addresses are necessary to process any electronic transactions via credit/debit cards. These are essential inputs into the fraud detection mechanisms.

2. Is my personal information kept secured?

Yes, you can place an order with us without any hesitation all your personal informations are secured with us. We at MONA IMRAN never compromise on the security of the personal details of customers.

3. Will I receive online security email every time I place an order with you?

Although, online security is implied for each order and the confirmation procedure is one- time for account information, if you are utilizing a different debit/credit card, your request will be subjected to online security confirmation once more.

4. What are cookies and why should I know about them?

A cookie is a small text file that is saved to, and, during subsequent visits, retrieved from your computer or mobile device. We use cookies to enhance and simplify your visit. We do not use cookies to store personal information or to disclose information to third parties but rather to store your choice of start page and to store your details. Session cookies are used when you apply product filtration and to check if you are logged in. You can easily erase cookies from your computer or mobile device using your browser.

5. If my credit/debit card is fraudulently used to make an order, what is the procedure of getting a refund?

In case of such a mishap, please call Customer Care at +92 321 8232311 and they will aid you in rectifying your transaction records and if the order is not dispatched then we will issue a refund. Please note that you may have to divulge personal card information.

Note: Please do not accept the parcel if it's already opened or tampered in any way.
Kindly only accept parcels that are packed in MONA IMRAN branded flyers.

1. Can I exchange my order?

There is no return and no exchange for all kind of stitched orders.

2. Are there any additional charges on exchange? We will not charge for any exchange orders if the article(s) delivered to you was damaged or incorrect. If the customer wishes to exchange the article, even if the order was correct, then the customer will bear the expense of sending us the article(s).

3. How long will the exchange process take?It usually takes 7-10 days to complete the online exchange process.

Important Note: If our team is unable to establish contact with you for an exchange order, for any reason from your side, then your exchange request will be automatically closed on the third day of your exchange request generation.
Please keep your parcel ready beforehand for a seamless swap process. Note for International Orders: Please take pictures of the package and invoice before opening your order and keep them with you unless you find your complete order intact. It will be helpful to resolve your complaints timely, in case you receive an incorrect or damaged article.

What is 2Checkout?

For your convenience, we have collaborated with 2Checkout to provide a secure and
reliable platform for making online transactions. Your private information and
card details are 100% safe with 2Checkout as they comply with the latest online
security standards.

Which payment methods are available with 2Checkout?

We accept payments through PayPak, American Express, Union Pay and Visa via
2Checkout for International Orders.

Can I cancel my order?

Orders dispatched or processed cannot be cancelled or edited. If the customer refuses to accept the order at the time of delivery, MONA IMRAN is not liable
to refund or compensate for the order amount.

Will I get a refund if my order is on hold by the customs authorities?

If the Parcel is on hold by the Customs department of the shipping country, the
customer is liable to provide all relevant and required documentation to the
authorities. MONA IMRAN is not liable to refund the amount for non-clearance of
the Parcel.