Frequently Asked Questions (FAQ)

HOW CAN I PLACE AN ORDER?

In order to place an order with Monark.com.pk, you will be required to:

Sign in to your online account (optional)
Shop for the items you want
Add the items to your Shopping Cart
Proceed to checkout
Enter billing and shipping information (make sure the billing address is same as the shipping address)
Provide payment information
Review and submit your order
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 email from customer@monark.com.pk. Local customers will receive a confirmation call on the next working day. Orders are shipped only after payment approval or address verification for COD orders.

I DID NOT RECEIVE ANY SALES ORDER SUMMARY, WHAT DOES THAT MEAN?

A sales order summary is an auto-generated email acknowledging your order. You should receive it within 15 minutes of placing your order.

THERE’S A MISSING ITEM IN MY ORDER, WHAT SHOULD I DO?

Please contact customercare@monark.com.pk or call 042-32500451 during working hours.

HOW WILL I VIEW MY ORDER DETAILS AND HISTORY?

HOW DO I TRACK MY ORDER STATUS?

Your order tracking status will be emailed to you. Follow the tracking link provided or contact customer care for assistance.

AM I ABLE TO TRACK MY ORDER?

Yes. Once your order is dispatched, a tracking link will be sent by email.

CAN I CANCEL MY ORDER?

Unfortunately, orders cannot be cancelled once processed.

CAN I AMEND MY ORDER?

Orders cannot be amended once processed or shipped.

CAN I ADD ITEMS TO AN EXISTING ORDER?

Orders are processed within 12 working hours. Once processed, items cannot be added or combined.

CAN THE BRAND CANCEL MY ORDER?

Yes, the brand reserves the right to cancel orders without explanation.

RETURNS & EXCHANGES POLICY FOR AN ONLINE PURCHASE

Items purchased at up to 25% off may be returned within 7 days if unworn, unwashed and with original tags.
Returns must be sent via courier or registered post at the customer's expense.
Exchange requests receive a coupon code based on the current retail value.
Refunds for COD orders are processed within 25 working days.
Card and digital payment refunds may take up to 30 business days.
Returns should be sent to 29 Tariq Block, Garden Town, Lahore.
Buy 2 Get 1 Free items are not refundable.

RETURNS & EXCHANGES POLICY FOR A STORE PURCHASED ITEM

Exchanges are allowed within 15 days for unworn merchandise with original tags.
Proof of purchase is required.
Outlet purchases cannot be returned.
Altered items cannot be exchanged or returned.
Accessories cannot be exchanged due to hygiene reasons.

MY ORDER WAS CANCELLED DUE TO ONLINE SECURITY, HOW CAN I GET MY MONEY BACK?

No payment is captured when orders are cancelled for security reasons. Any temporary charge will be reversed by the bank.

I TRIED TO CHECK OUT AND THE ITEM IN MY SHOPPING BAG DISAPPEARED?

Items in your shopping cart are not reserved and may be purchased by another customer.

WHEN I PLACE AN ITEM TO MY SHOPPING BAG, IS THE ITEM PLACED UNDER MY RESERVATION?

No. Items are not reserved until checkout is completed.

WHAT IS ONLINE SECURITY FRAUD SCREENING?

It is a preventive measure against fraudulent credit card transactions.

WHY SHOULD I SEND YOU MY PERSONAL INFORMATION?

Additional information may be required for payment verification and fraud prevention.

IS MY PERSONAL INFORMATION KEPT SECURED?

Yes. Information is kept confidential and accessible only by authorized personnel.

WHAT HAPPENS IF AN INCORRECT ADDRESS IS PROVIDED FOR DELIVERY?

The package may be returned. Customers should verify addresses carefully before ordering.

HOW IS THE DELIVERY PROCESSED?

Delivery agents generally make two delivery attempts and may require a signature upon delivery.

IS THERE A GUARANTEED DELIVERY DATE?

No. Delivery depends on payment authorization, fraud screening and stock availability.

I RECEIVED A DEFECTIVE ITEM, WHAT SHOULD I DO?

Defective items may be returned within 7 days in original condition. Refunds are not issued; a discount code will be provided instead.

I RECEIVED AN INCORRECT ITEM, WHAT SHOULD I DO?

Incorrect items may be returned to the Monark office if returned in original condition. International orders cannot be returned or exchanged.

I RECEIVE AN ERROR WHEN PLACING MY ORDER, WHAT WENT WRONG?

Send a screenshot and error details to abdullah@monark.com.pk for assistance.

IS THE PRICING POLICY THE SAME AS RETAIL STORES?

Pricing may differ from retail stores. Shipping charges are added during checkout. PKR 200 courier charges apply to orders and exchanges.

PRICE ADJUSTMENTS

No price adjustments are applicable to orders.

PROMOTIONS

Promotions, coupons and vouchers may be offered for limited periods and are subject to specific terms and conditions.

WHAT HAPPENS IF A PROMOTION HAS EXPIRED?

Expired promotions cannot be applied.

WHAT IS THE DIFFERENCE BETWEEN ONLINE AND RETAIL STORE PROMOTIONS?

Some promotions may be exclusive to the website and unavailable in retail stores.

BE WARY OF UNSOLICITED EMAILS AND TELEPHONE CONTACTS

Monark will never ask for your password or complete card information via email or phone.

DISCLOSURE OF INFORMATION

Monark does not sell or rent personal information to third parties. Information may be used for promotions and order fulfillment.

FORCE MAJEURE

Monark is not liable for delays caused by events beyond reasonable control, including natural disasters, war, terrorism, strikes and similar events.

LIABILITY FOR VERIFICATION, IDENTITY

Monark is not responsible for independently verifying customer identity or credentials.

LIMITATION OF LIABILITY

Monark is not liable for losses arising from negligence, misconduct or omissions.
Monark is not liable for indirect or consequential damages.
Monark has no obligation to monitor product quality beyond stated policies.

INDEMNITY

The user agrees to indemnify and hold Monark harmless against claims arising from use of services or breaches related to the terms and conditions.