FAQs

MY ACCOUNT

1. Is an account necessary for placing an order or shop with you?

Although you can place an order with guest checkout on online store, having a Jimuaa account will enhance your shopping experience by keeping you up to date with newsletters, storing your billing/shipping information and ensuring faster checkouts.

2. How do I create an account?

To create your very own Jimuaa Online Account, follow these simple instructions: Click on the ‘Sign In’ button on the top right-hand corner of the home page Click on the ‘Create an Account’ button at the bottom of the screen

3. What if I forget my password?

To create your very own Jimuaa Online Account, follow these simple instructions: Click on the ‘Sign In’ button on the top right-hand corner of the home page Click on the ‘Create an Account’ button at the bottom of the screen

4. How can I update/edit my shipping or billing address details?

To create your very own Jimuaa Online Account, follow these simple instructions: Click on the ‘Sign In’ button on the top right-hand corner of the home page Click on the ‘Create an Account’ button at the bottom of the screen

5. Where can I view my order history?

To create your very own Jimuaa Online Account, follow these simple instructions: Click on the ‘Sign In’ button on the top right-hand corner of the home page Click on the ‘Create an Account’ button at the bottom of the screen

ORDER

1. How can I place an order?

Once you have added all your desired items to your shopping cart, follow these instructions: When browsing through our web, you can enter the quantity in the tab provided next to the product you wish to buy and click ‘add to cart’. You can add as many items as you wish to buy. After you have finished browsing and click on ‘proceed to checkout’ you will be promoted to a page on which you shall pick a payment method (different payment methods are available as addressed in FAQs below) You will receive an email/SMS of sales invoice which verifies that we have received your order Your order will be confirmed via phone call by our Customer Service and proceeded for delivery

2. What if I don’t get a Sales Order Summary?

A Sales Order Summary is essentially a soft receipt that should be emailed to you within an hour of placing your order. If you don’t get one in your inbox, check your junk/spam folder and if it still isn’t there, call Customer Service at +92(0) --- to confirm your order.

3. How long will my order take to arrive?

First, we’ll try to arrange the same article for you depending upon the availability on the website, otherwise. In case of article unavailability, voucher of paid amount will be issued valid for online store only, which can be used instantly or in the future.

5. 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.

6. How will I know that you have received my order?

The Sales Order Summary emailed to you will act as confirmation that your order has been logged in our record. If you do not get this email, please contact Customer Services at +92(0)42

7. How can I track my order?

The ‘Order History’ section on your Dashboard will give you details about your previous orders as well the status of your current order with regards to the stage of processing.

8. What different order statuses can I face?

• Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway. • Payment Authorized, Order Processing: Authorization has been received from the payment gateway and your order is being processed. • Order Shipped: Your order has been shipped by the seller and is on its way. • Order complete: Shipment received, and transaction completed. • Order Cancelled: The order was cancelled.

9. What are the benefits of ordering through an account?

Having an account will allow you to save your billing and shipping information for quick checkouts, allow you to view all your previous order history and enable you to subscribe to our weekly newsletter which will keep you up to date with all of our exciting new products and promotions.

10. What is the difference between Order ID and Tracking ID?

Your Order ID will be used to identify your order and will be a part of the Order Sales Summary email. Another email will be sent to you once your order has been dispatched with your Tracking ID which will allow you to check the status of your delivery on the courier’s website.

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

Unfortunately, it is not possible to combine orders or add items to an existing order once the order has been processed.

12. Do you take orders over phone call, WhatsApp or through messengers?

Yes, you can place your order by calling us at +92 042 and messengers too, please ensure to provide the article number, color and size of the product you wish to purchase.

13. How Will I know the Status of my order?

You can contact our customer service to know the status of your order. Helpline +92(0)42

PAYMENT

1. What payment options are available?

  • Cash on Delivery (available nationwide).
  • Online payment (Visa Debit/Credit, Master Debit/Credit).

2. Is it safe to use my credit/debit card to make payments?

All payment information on our website is processed on a fully encrypted and secure platform and kept confidential with only authorized personnel having access to your information.

3. What should I do if my payment fails?

In case of a payment failure, make sure that the payment information you have provided is accurate. If you are unable to make the online payment, please contact our customer service.

4. What are the conditions for Cash on Delivery (COD)?

To avail COD, please follow these instructions. . At checkout, select ‘Cash on Delivery'. . Upon the courier’s arrival, check for the original receipt and pay only the amount mentioned on that receipt in cash.

5. Is Cash on Delivery (COD) available internationally?

Unfortunately, COD is only available in all over Pakistan right now

6. Can the billing address differ from the shipping address?

For Cash on Delivery orders, billing address is not required. We only require your shipping address which will be the address you want your order delivered to. For Credit Card orders, we require both billing and shipping address, which can be the same or different addresses. To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ tab on the checkout page.

7. How do I redeem a Gift card or discount code?

To redeem a promotional code, simply type in or copy the code into the ‘Gift card or discount code’ text bar on the checkout page.

8. If an article is out of stock, how can I be informed about its re-arrival?

For out-of-stock items, please enter your email address in the given text box to get an email about article availability. Alternatively, please call our Customer Services, and we will be more than happy to try and arrange the article you require.

9. Can I get an article reserved for me in stores before formal checkout?

Sorry ma’am/sir this service is currently not available +92(0)42 and they will facilitate you with further details.

10. Can I pay COD with a cheque?

Unfortunately, for logistical reasons, we only accept cash for COD orders

11. Is there any form of advance payment required for COD?

No, you only need to pay the full amount in cash once your parcel is delivered to you.

12. Will the amount be refunded if I cancel or return the order?

In such a scenario, please call Customer Care at +92(0)42 for further details. Usually, we facilitate customers in shape of credit voucher, however in any exceptional case, refund can also be facilitated which can take up to 15 working days as per the bank policy.

13. What is the process of coupon usage?

This coupon code can only be used over website via using the same email ID, upon which the coupon has been issued. This coupon code is valid for one time usage only i.e., in case if the amount is remaining in the coupon, it cannot be re-issued or extended.

DELIVERY

1. What is the delivery time?

Local order delivery can take between 1-3 working days, and sometimes between 5 to 7 working days; depending on the size and availability of the product. Orders are processed within 24 hours and are generally scheduled for delivery on the next working day. Timely delivery is subject to availability of stocks and payment authorizations. In certain cases, we might request for some form of payment verification or source to process the order. During SALE delivery time is up to 15 working days.

2. What are the delivery charges for nationwide orders?

Jimuaa provides free shipping nationwide for orders worth Rs. 2000 and above & free international shipping on any order over $150. However, it is not applicable on any sale items.

3.Are the prices inclusive of delivery charges?

No, the prices are exclusive of delivery and shipping charges.

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

Free delivery cannot be availed for any item from the HOME Category or any clearance/SALE items. If the shopping cart contains even a single item from either of the categories, shipping charges will be applied to the entire basket at checkout.

5. How do I check the delivery status?

On dispatch, you will be provided a Tracking ID for your order through Email/SMS. You can log on to Courier Partner’s websites for local and international orders respectively, enter your tracking ID and track your order.

6. What manner of shipping do you use?

We use TCS, Call Courier, ---, --- and ---- for nationwide orders.

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

Our delivery agents make 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.

8. 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(0)42-- and check if your order has been dispatched or not.

9. Do you deliver to India?

Regretfully, we’re not offering any shipment towards India as per Government directives till further notice.

SECURITY

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 information is secured with us. We at Jimuaa never compromise on the security of the personal details of customers. Please read our privacy policy.

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 42 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.

EXCHANGES

1. Can I Exchange my Order?

Yes, you can always exchange your order, within 30 days of the purchase, with the original invoice and article is not being used. (Note) Sale articles are neither exchangeable nor refundable.

2. Are there any additional charges on exchange?

We will not charge for any exchange orders.

3. How long will the exchange process take?

It usually takes 5-7 days to complete the exchange process.

4. What if my order amount changes due to exchange product?

If there is a change in your order amount due to the exchange, in cases where the exchange order value is below original order value, the balance amount will be provided to you as online shopping vouchers. In cases where the exchange order value is above original order value, you can pay in cash at the time of delivery. To make a partial exchange, call customer service at +92(0)42 and specify the articles you wish to exchange and your reasons for wanting to do so. Our call center team will accommodate you fully.

5. Which articles are not exchangeable?

Product name, product 2, Sale articles and e.g.- apparel do not qualify for exchange.