HELP and FAQ’s

Do I need to set up an account to place an order?


You can shop at either by registering with us or using a guest account at checkout. 
Creating an account on gives you access to the following benefits:

  • Manage your account details, track your order status and review past purchases
  • Request exchanges directly from your account (Read our Exchange Policy for further details or contact our Customer Support Center)
  • Save your shipping details for future purchases and a faster shopping experience
  • Stay up-to-date about our latest stock, special online promotions, and discounts!


How do I place an order?


Orders can be placed while navigating our website as a registered user or even as a guest user. On any product page, select your size, choose the quantity you wish to purchase, and then press the “Add to Cart” button. This will open up your shopping cart where you may choose to continue shopping or head on to checkout.
On the checkout page, you may add/confirm your personal and shipping information, select payment option, enter any discount vouchers (if applicable), and review your order before clicking on “Complete Order”.


What kind of payment methods do you accept?

Cash on Delivery
This option is available for customers throughout Pakistan. Using this option, you can pay cash to the delivery agent upon the receipt of your order. Please ensure that you have the exact amount at hand since our delivery agents do not carry change/petty cash.


How much does shipping cost?


Shipping costs you Rs 250. However we offer free shipping in Pakistan on all orders above Rs 10,000


How will my parcel be delivered?


Parcel will be delivered at your doorstep by a courier company. When the parcel will be delivered, you will have to sign it as proof of delivery. In case of customer’s unavailability, two attempts will be made by the courier company and afterward, the order will be returned to the ShoeZone.


What about undelivered parcels?


If our courier fails to deliver to you the order, the parcel will be returned to us. Our customer support center will contact you regarding your undelivered order and hence further a delivery will be made as per the customer’s response. In case of no feedback, the order would be cancelled.


How to return the goods?


You have 14 Working days to return the goods for exchange by sending the Parcel to our warehouse at ShoeZone warehouse. For further details please refer to our Returns and Refund Policy.


How do I know if SHOEZONE has received my order?


After you place your order on the website, our representative will call you for confirmation or an acknowledgment email will be sent to you from our website, as confirmation of your order. This will not, however, indicate if the order has been shipped.

To track your order, please sign in to your account and visit the Account Dashboard (if you are registered with us), or contact our Customer Support center at: +923225430316, with your Order ID.


How can I track my order?


As soon as you place your order, you will receive an email as confirmation. In this email, you will find the Order ID. You can then track your orders from your Account Dashboard directly or by contacting our Customer Support with the Order ID if you checked out as a guest.


How long will it take for my order to be delivered?


Delivery generally takes 5-7 business days. Please note that dispatches are not made over the weekend or on gazetted holidays.


What if an incorrect/incomplete order is delivered to me?


We take all measures to ensure that you receive your correct order. However, in case an item is missing or incorrect, you can get in touch with our Customer Support center to rectify this. We apologize for the inconvenience this may cause.


What happens if I receive a damaged product/item?


Please contact our Customer Support center immediately, via telephone at: +923011388444, in case a faulty/damaged item is delivered to you. We apologize for the inconvenience this may cause.


What is the procedure for cancelling an order?


Order cancellation depends on whether your order has been shipped or not. Send your order cancellation requests via your Account Dashboard or our Customer support center, as soon as possible, so that we can assess whether we can fulfill your request. Once we receive your order cancellation request, we will get in touch with you within 24 hours regarding the status of your order and confirm whether the order can be cancelled or not. Please note that if the order has been shipped, it cannot be cancelled. However, you may return/exchange the product in accordance with our Exchange/Return policies.


How do I know if an item is in stock?


We ensure that our website is updated regularly and that only the available items are listed. If the desired size is not available for a certain item, the product page will clearly identify “Out of Stock” for you. For queries and special requests concerning sizing and/or availability, please contact our customer support at: +923011388444.


The article I want to buy is ‘out of stock’ in my size. What do I do?


Common sizes for shoes are sometimes the first to go, as well as the highly popular items. Please keep checking our website for updated stock and new arrivals. In case of questions, please contact our Customer Support Centre at: +923225430316


What are cookies and how do they affect me?


A cookie is a tiny amount of information stored on your computer by your web browser to track your movements within websites. We use cookies in this website (small text files with information on your navigation in this site) with the main objective to improve your experience in the website. You can find further information on the cookies we use, their purpose and other information of interest in the following link:


I have a comment/suggestion regarding your product/service where to register that?


Please visit our contact page or get in touch with our Customer Support center with your comments and suggestions. We highly value any and all feedback from our customers and fans!


 I forgot my account username/password. What should I do?


Our Customer Support Team will be happy to assist you in retrieving your account information. Please contact us via telephone at: +923225430316 to receive help on retrieving your account details.


How often do new products arrive in the stores?


New products arrive at the stores almost every week. We launch three collections every year, for Spring-Summer, Eid-Ul-Fitr / Azha, and Fall-Winter. Product launches are spaced out to bring to our customers, new styles and fresh products throughout the season.