FAQs

HOW CAN I PLACE AN ORDER?
In order to place an order with Monark.com.pk , you will be required to:
o Sign in to your online account( optional )
o Shop for the items you want
o Add the items to your Shopping Cart
o Proceed to checkout
o Enter billing and shipping information( make sure the billing address is same as the shipping address)
o Provide payment information
o Review and submit your order
o Check for order confirmation via email or text

HOW WILL I KNOW IF Monark.com.pk  HAS RECEIVED MY ORDER?
After you place your order, you will receive an acknowledgement e-mail from Monark.com.pk  (customer@monark.com.pk ) to confirm that your orders have been well-received. Next working day local customers (within Pakistan) will receive a phone call from our department to confirm your order. Do note that an order will only be shipped when its credit card payment has been approved, and in case of COD orders. An order is shipped when billing and delivery address is verified. Alternatively, you may check the status of your order through “My Account”.


I DID NOT RECEIVE ANY SALES ORDER SUMMARY, WHAT DOES THAT MEAN?
A sales order summary is an auto-generated e-mail where Monark.com.pk acknowledges the order you placed. You should receive this order summary within 15 minutes upon placing your order (please make sure that the e-mail is not sent to your junk folder).

THERE’S A MISSING ITEM IN MY ORDER, WHAT SHOULD I DO?
If there is any missing item(s), please contact at us right away at the provided email: customercare@monark.com.pk or call us at: 042-32500451 during working hours.


HOW WILL I VIEW MY ORDER DETAILS AND HISTORY?
Sign in to “My Account’ to view your order history. Click on the order you wish to view to see the details.
Order details are also sheared via an automated email once an order is placed, be sure to check your inbox for the order confirmation email and order details.


HOW DO I TRACK MY ORDER STATUS?
The order tracking status will be emailed to you. If you wish to know more about the order status, you may please follow the tracking link. In-case you are unable to find the email in your inbox contact the customer care team at Monark for assistance.

AM I ABLE TO TRACK MY ORDER?
Yes, when we dispatch your order for delivery you will receive a tracking link via email. Once you receive this tracking link, you can check the delivery status of your shipment. Sometimes this email is directed to the customers spam folder.


CAN I CANCEL MY ORDER?
Unfortunately, we are unable to cancel an order once it has been processed. We do our best to ensure fast delivery and it would be advisable to check your order before placing it.


CAN I AMEND MY ORDER?
Unfortunately, we are unable to amend an order once it has been processed/Shipped. This includes changing the size/color of an item, removing an item, changing the payment methods or delivery mode.


CAN I ADD ITEMS TO AN EXISTING ORDER?
All order received at Monark are processed/shipped within 12 working hours. In-case the order has been shipped, it is not possible to combine orders or add items to an existing order.

Returns & Exchanges Policy For An Online Purchase

  • We will gladly accept any unworn, unwashed merchandise with original tags that has been purchased from our online store. The article has to be sent back within 15 days of purchase for a refund or an exchange.
  • Please return goods with a copy of the invoice and mention the reason for returning the items.
  • Customer needs to return the merchandise via traceable delivery i.e. courier or registered post on his own expense to our address. 
  • Delivery Charges will not be refunded. 
  • Refund requests will be processed within 7 working days after receiving the return products.
  • Refunds will be made via Jazz cash, online banking or in the form of a coupon code.
  • All returns should be sent to 81 Babar block, Garden town Lahore.
  • If the article was purchased from our most recent collection it can be exchanged from any of our outlet as well. Make sure the tags are attached to the article and the invoice is presented at the time of exchange.
  • Incase the article has been further discounted from the time of purchase. The exchange will be made at mark down pricing.

For further assistance about exchanges and returns, please contact us at customercare@monark.com.pk.

Follow these simple steps to return or exchange your item purchased from the online store:

  1. Complete Return Form

If you wish to return or exchange any portion of your online order, please complete the Exchange Form and include it with your return shipment.

Don't have a Return Form?

Please click here to download one.

If you wish to return or exchange any product of your order, please complete this form and include it with your return shipment.

  1. Repack Merchandise

Please make sure that the item(s) you wish to return, along with the Return Form are included with your return shipment.

  1. Ship to

Customer needs to return the merchandise via traceable delivery i.e. courier or registered post on his own expense to the following address:

Consumer Returns Department

81 Babar block, Garden town Lahore.

Pakistan

Telephone Support : 042 3500451  ( 10:00 AM to 7:00 PM  Monday - Saturday )

 

Returns & Exchanges Policy for a Store Purchased Item

  • An exchange could be requested of any unworn, unwashed merchandise with original tags within 15 days of purchase.
  • The invoice or proof of purchase in form of a text message (incase the payment was made via credit/debit card) has to be presented at the time of exchange.
  • An article purchased from the outlet cannot be returned
  • Altered article cannot be exchanged or returned.
  • Accessories cannot be exchanged after purchase from the outlet due to hygienic reasons.

 


MY ORDER WAS CANCELLED DUE TO ONLINE SECURITY, HOW CAN I GET MY MONEY BACK?
We regret to know that your order was cancelled due to Online Security Measures. This is a security measure to prevent fraudulent transactions from going through and to protect our customers from being victims of fraudulent activities. However, please note that we have not captured any payment from you when we cancel your order, hence, the amount will not be charged to you. The charged, amount will be reversed back to card that was used. In case your bank statement says there is a charge on your account, then please share the transaction reference through email at info@monark.com.pk  so we can double check it. If we’re still unable to find the transaction then you will have to contact your bank for it.


I TRIED TO CHECK OUT AND THE ITEM IN MY SHOPPING BAG DISAPPEARED?
Placing an item in your shopping cart does not guarantee your purchase of the item. Until you have completed the checkout process, another customer may have purchased the item. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.


WHEN I PLACE AN ITEM TO MY SHOPPING BAG, IS THE ITEM PLACED UNDER MY RESERVATION?
Placing an item in your shopping cart does not guarantee your purchase of the item and does not mean that the item is reserved for you. Until you have completed the checkout process, another customer may have purchased the item.


ONLINE SECURITY


WHAT IS ONLINE SECURITY FRAUD SCREENING?
Online Security Fraud screening is Monark.com.pk ’s initiative as preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings.


WHY SHOULD I SEND YOU MY PERSONAL INFORMATION?
Due to high risk or credit card fraud, Monark.com.pk _may request additional information for payment verification. We will not be able to process your orders if we do not receive the required documents. In order to avoid delays with your order, we suggest that you scan the documents and send them via email so that they are clearly legible. Alternatively, you may take a clear photo of the documents requested if scanning is not available.


IS MY PERSONAL INFORMATION KEPT SECURED?
All relevant pieces of information submitted by our customers will be kept secured and confidential. Only limited and authorized personnel have the rights to access this information. At no point will we share, rent or sell your personal information without your consent.


WHAT HAPPENS IF AN INCORRECT ADDRESS IS PROVIDED FOR THE DELIVERY?
If the address is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the country in the provided shipping address field. To remove an outdated or incorrect address from your account, please log on to your online account. If no one is available at the delivery address to receive the products, the delivery agent will leave an “unable to deliver” note at the address and the recipient should follow the instructions on that note to arrange redelivery of the products.


HOW IS THE DELIVERY PROCESSED?
Most of our delivery agents make two attempts to deliver a parcel and they might require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. The delivery agents will attempt to contact the recipient at the given contact number to rearrange a delivery. However, this may be unsuccessful if the contact number is unreachable. Please indicate country code and area code clearly when placing an order. If the recipient failed to receive the package after the delivery agent’s delivery attempts, the package will be returned to us.




DELIVERY DATES


IS THERE A GUARANTEED DATE WHICH I CAN RECEIVE MY ORDER ON TIME?
Currently, we are unable to guarantee a delivery date. The delivery period is subjected to payment authorization, fraud screening and availability of stocks. On some occasions, we may request for some forms of payment verification or source for the best available piece within our storage locations in order to fulfil your shipment. If you need to receive the items urgently, we suggest you to contact Monark.com.pk  . We will try our utmost to place your order on priority.


RETURNS AND EXCHANGE


I RECEIVED A DEFECTIVE ITEM, WHAT SHOULD I DO?
Defective items can only be returned to Monark.com.pk _Office, subject to item being returned must be in its original condition with the original tags and tickets within 7 days of delivery. It is important that customers check their outfits upon delivery to avoid any damage.
There are strictly no refunds via cash/credit card, discount code will be offered instead. A Sale item purchased from the online store can only be exchanged via online store.


I RECEIVED AN INCORRECT ITEM, WHAT SHOULD I DO?
Incorrect item received can only be returned to Monark.com.pk ’s Office, subjected to item being returned in its original condition.
International orders cannot be returned or exchanged.

TECHNICAL DIFFICULTIES

I RECEIVE AN ERROR WHEN PLACING MY ORDER, WHAT WENT WRONG?
Kindly do send a screenshot of the page where you experience the error, or copy of the error message and send it to abdullah@monark.com.pk for further assistance.


PRICING ON MONARK.COM.PK
IS THE PRICING POLICY THE SAME AS RETAIL STORES?
Please note that pricing policy differs for each delivery destination and country. In very rare cases, there might be price errors and Monark.com.pk _shall not be liable for any errors in the pricing of items purchased online from us
All prices displayed are not inclusive of any shipping charges, duties. Shipping charges will be computed and shown at the checkout page after shipping mode is selected. However, we are offering Free Shipping within Pakistan for orders above PKR value of 1500.



PRICE ADJUSTMENTS

Any form of price adjustment to orders is not applicable.

PROMOTIONS
WHAT KIND OF PROMOTIONS WILL Monark.com.pk _HAVE?
On some occasions, Monark.com.pk _may introduce special promotions and discounted items on the website, at a limited time offer or while stock last basis. We might also issue special coupons and vouchers which you can use for your future orders. However, we would like to inform you that no price adjustment in any form will be provided for previous orders.


WHAT ARE THE TERMS AND CONDITIONS FOR PROMOTIONS?
All promotions on the website are subjected to terms and conditions. Every promotion may comprise of different terms and conditions and we suggest you read, understand and agree to all the terms before utilizing the promotion tools. Promotions include but are not limited to discount coupons, discount voucher, bundle buys, complimentary gift with your purchase or free shipping. Promotions are always set with a time frame and with an expiry date.


WHAT HAPPENS IF THE PROMOTION THAT I WOULD LIKE TO HAVE HAS EXPIRED?
All promotions on the website are subjected to terms and conditions. We are unable to allow you to use any promotion that has expired.


WHAT IS THE DIFFERENCE BETWEEN PROMOTIONS AT Monark.com.pk _AND IN RETAIL STORES?
Monark.com.pk _may run exclusive online promotions that are not available in the retail stores.


BE WARY OF UNSOLICITED E-MAIL AND TELEPHONE CONTACTS
Monark.com.pk will never e-mail or call a customer and ask that they disclose or verify their account password, full credit card number/image, or banking account number completing an order. Such information should only be submitted when completing an order online, contacting Monark.com.pk directly, or when making updates to My Account. If you receive a suspicious e-mail with a link to update your account information, do not click on the link, instead, go directly to www.MONARK.COM.PK  and then to your account.
If you are contacted by, or receive an unsolicited e-mail from an unknown entity, and are asked to confirm or provide your password or personal or banking information, disregard the request and contact us at Monark.com.pk
Please note, we may need some of your card information and national ID card picture to confirm your identity where our system asks us to check for fraudulent cases. We will never ask for complete card information.


DISCLOSURE OF INFORMATION
Monark.com.pk does not sell, rent or trade to third parties any personal information you provide to us online, nor do we give such information to third parties except to the other Monark.com.pk Group of companies, or to third parties with whom we contract to assist us in maintaining and organizing our customer information in order that we may fulfil promotional offers and communicate with you. We do not authorize those third parties to make any other use of your information. From time to time, when we offer sweepstakes, contests or promotions, or when another company joins in a promotion or contest with us, participants may be asked to provide certain personal information in order to participate. Information provided by customers who choose to participate may be used by us and by any company offering the contest or promotion to notify winners or to fulfil the promotional offers. When you choose to participate in any sweepstakes, contests or promotions, or request to receive e-mail, promotional offers or product updates, you give us permission to use your personal information for marketing and promotional purposes. We may also use and share with other companies aggregated information about your demographics and your use of our website in a manner that does not reveal your personal identity. At times, your personal demographic and user information may be combined with data from third parties and disclosed in an aggregated form.


FORCE MAJEURE

No delay or failure in performance by Monark.com.pk _shall constitute default here under or give rise to any claim for damages if, and to the extent, such delay or failure is caused by Force Majeure. Force Majeure is an occurrence
o beyond the control and without the fault or negligence
o which Monark.com.pk _are unable to prevent or protect against by the exercise of reasonable diligence, including acts of God or public enemy, expropriation or confiscation of facilities, changes in applicable law, war, acts of terrorism, rebellion, civil disturbances, sabotage, riots, floods, or unusually severe weather; fire explosions or other catastrophes; strikes or any other concentrated acts of workers or other similar occurrences
o And of such an intensity or gravity as to prevent the performance of its obligation for the time being. The user agrees that if Monark.com.pk is delayed in performance of the work by Force Majeure, the user will promptly notify Monark.com.pk . The user shall use all reasonable efforts to mitigate the effects of a Force Majeure event forth with and without any delay.


LIABILITY FOR VERIFICATION, IDENTITY
Monark.com.pk _shall not be responsible for investigating, identifying, screening, verifying the credentials and/or the identity of, or any information whatsoever provided by, a person purchasing any product(s) or making payment(s).


LIMITATION OF LIABILITY
o You agree and acknowledge that monark.com.pk shall not be liable and shall in no way be held responsible for any loss or damage due to negligence, willful misconduct, act or omission that may arise / carried out.
o Under no circumstances shall monark.com.pk be liable to the user or any third part for indirect, incidental, consequential, special or exemplary damaged, arising from the products or any other provision of this terms and conditions, such as, but not limited to, loss of revenue or anticipated profits or lost business, costs of delay, services delay or liabilities to third parties arising from any source.
o monark.com.pk has no obligation to attempt to monitor or regulate the quality, suitability or content of the products and you agree to hold monark.com.pk harmless in the event of any claims with respect to problems with the Products.

INDEMNITY
The user agrees, at his/her own expense, to indemnify, defend and hold harmless Monark.com.pk , its subsidiaries and affiliates, and any of their directors and employees, representatives and / or agents against any claim, suit, action or other proceeding brought against them by you or a third party, to the extent that such claim, suit, action or other proceeding brought against such person is based on or arises in connection with any action of Monark.com.pk _including but not limited to:
o A violation of the terms and conditions hereof by Monark.com.pk
o Any use of the services provided by Monark.com.pk
o Any misrepresentation or breach of representation or warranty made by Monark.com.pk .

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