Frequently Asked Questions (FAQs)

How do I place an order?

Shopping at RAFIA is simple and convenient.

Browse our online store and select your favorite style. Choose your preferred size and click "Add to Cart." Once you've finished shopping, review your selected items by clicking the Shopping Cart icon. You can update quantities, remove items, or continue shopping before proceeding to checkout.

Click "Proceed to Checkout" and follow the instructions to complete your order.

Do I need an account to place an order?

No, you can place an order as a guest without creating an account.

However, creating a RAFIA account allows you to:

• Track your orders

• View previous purchases

• Save your shipping and billing details

• Enjoy a faster checkout experience

• Manage your communication preferences

How do I create an account?

Creating a RAFIA account is quick and easy.

Simply click "Sign Up" and complete the registration form. Fields marked with an asterisk (*) are required. Once your account is created, you can sign in anytime using your email address and password.

How can I update my account information?

You can manage and update your personal information by logging into your account and visiting the "My Account" section.

Here you can edit:

• Shipping and billing addresses

• Contact information

• Password

• Account preferences

Is my personal information secure?

Yes. Protecting your privacy is important to us.

All personal information shared with RAFIA is kept confidential and secure. We do not sell, rent, or share your information with third parties except where required to process your order.

For more details, please review our Privacy Policy.

I forgot my password. What should I do?

Click on "Forgot Password?" on the Sign In page and follow the instructions to reset your password.

For security reasons, we cannot retrieve or send your existing password.

What payment methods do you accept?

RAFIA currently offers the following payment options:

Cash on Delivery (COD)

Available across Pakistan. Please ensure the exact amount is available at the time of delivery.

Online Payments

We accept secure payments through:

• Visa

• MasterCard

• American Express

• PayPal (where available)

All transactions are protected through secure SSL encryption technology.

Which currency can I pay in?

Customers within Pakistan can shop in Pakistani Rupees (PKR).

International customers may shop in selected currencies, including:

• US Dollar (USD)

• UAE Dirham (AED)

• British Pound Sterling (GBP)

Available currencies may vary by region.

How long does delivery take?

Pakistan Deliveries

• Standard delivery: 3–5 working days

• During sale periods: 5–8 working days

International Deliveries

• Estimated delivery: 8–10 working days

Delivery times may vary depending on location and seasonal demand.

Do you offer same-day delivery?

Currently, RAFIA does not offer same-day delivery services.

Why was an item removed from my shopping cart?

Adding an item to your cart does not reserve it.

Popular products may sell out before checkout is completed. If an item becomes unavailable, it will automatically be removed from your cart.

We recommend completing your purchase promptly to avoid disappointment.

Is my order insured during transit?

Yes.

All orders are insured against theft or accidental damage while in transit. Once your order has been delivered and signed for, responsibility for the package transfers to the customer.

A signature may be required upon delivery to ensure your order reaches you safely.

Will I have to pay duties or taxes?

Local Orders (Pakistan)

No additional duties or taxes apply.

International Orders

Custom duties, taxes, and import charges may apply depending on your country's regulations and will be the responsibility of the customer.

Can I ship to multiple addresses?

At this time, each order can only be shipped to one delivery address.

If you wish to send items to multiple locations, please place separate orders for each address.

Can I modify or cancel my order?

Orders may be modified or cancelled before they are processed for dispatch.

You may request:

• Size changes

• Address updates

• Order cancellation

Please contact Customer Care as soon as possible after placing your order.

Once an order has been dispatched, changes cannot be made.

How can I track my order?

Once your order is confirmed, you will receive an Order ID via email or SMS.

You can:

• Track your order through your RAFIA account

• Contact Customer Care with your Order ID for assistance

What is your exchange policy?

RAFIA does not offer exchanges or returns under normal circumstances.

However, if you receive a faulty, damaged, or incorrect item, please contact our Customer Care team within 7 days of receiving your order.

Eligible cases may qualify for:

• Product exchange

• Online Store Credit

Do you offer refunds?

RAFIA does not offer cash refunds.

Where approved, customers may receive Online Store Credit equal to the value of the returned item (excluding shipping charges), which can be used for future purchases.

Store Credit requests must be made within 7 days of delivery.

What should I do if I receive a damaged or defective item?

In the unlikely event that your order arrives damaged, defective, or incomplete, please contact our Customer Care team immediately.

After review, we will arrange a replacement, exchange, or issue Online Store Credit where applicable.

Do you offer alteration or repair services?

Yes.

RAFIA offers complimentary repair services for manufacturing defects for up to one year from the date of purchase, subject to inspection and approval.

Do you offer gift cards?

Currently, RAFIA does not offer gift cards. We look forward to introducing this service in the future.