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1. Is an account necessary for placing an order?
Although you can order as a guest, having a Portia 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 make an account?
To create your very own Portia Online Account, follow these simple instructions:

Click on the ‘Account’ 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?
In the event of a forgotten password, simply:

Click on ‘Forgot your password’ on the sign in page
Enter your email address
Click on the link sent to you in your email address
Enter your new password

4. How can I update/edit my shipping or billing address details?
Go to ‘Account’ and click on ‘Edit’ at the address tab to enter your new address.

5. Where can I view my order history?
Your order history will be available on your Dashboard on your Account page

1. How can I place an order?
Once you have added all your desired items to your shopping cart, follow these instructions:

To order as a guest :
Click on the ‘Shopping Cart’ button and proceed to Checkout
Enter all your required shipping and billing information
Click on ‘Confirm Order’ and check your email for a Sales Order Summary
To order with a Portia account :
Click on the ‘Shopping Cart’ button and proceed to Checkout
Click on ‘’Continue to Payment Method’ and choose your method
Click on ‘Complete Order’ and check your email for a Sales Order Summary

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 30 minutes of placing your order.

3. 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.

4. 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.

5. How can I track my order?
The ‘Order History’ section on your Dashboard will give you details pertaining to your previous orders as well the status of your current order with regards to the stage of processing.

6. 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.
7. 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.

8. 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.

9. 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.

10. Can an order be available for store pickup?
Unfortunately, we do not offer store pickups yet.

1. What payment options do I have?
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 your account has been debited after a payment failure, it is normally reimbursed to your bank account within 7 business days.

4. What are the conditions for Cash on Delivery (COD)?
To avail COD, please follow these instruction.

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 Pakistan.

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 Support helpline, and we will be more than happy to try and arrange the article you require.

9. Can I pay COD with a cheque?
Unfortunately, for logistical reasons, we only accept cash for COD orders.

10. Is there any form of advance payment required for COD?
No, you need only pay the full amount in cash once your parcel is delivered to you.

1. What is the delivery time?
Local Order delivery can take between 1-5 working days, and International delivery can take between 3-7 working days; depending on the size and availability of the product. Orders are processed within 24 hours and are generally scheduled for delivery the following 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 upto 15 working days.

2. What are the delivery charges for local and International orders?
Portia provides free shipping on above PKR 5000 nationwide for orders within Pakistan & free international shipping on any order over $150. However, free international shipping is not applicable on any of the Sale/Clearance products International shipping rates are according to the weight of the parcel. These rates will be calculated once you’re on the cart page.

3. Does the price of the order include shipping charges?
For international orders, shipping charges are mentioned separately as a part of the order on the check-out page. Final amount charged will include shipping charges.

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?
All payment and shipping data presented by our clients is kept secure and classified. Only approved personnel have access to this data.

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 0321-1112060 and they will aid you in rectifying your transaction records and issue a refund. Please note that you may have to divulge personal card information.

To make a partial exchange, call customer service at 0321-1112060 and specify the articles you wish to exchange and your reasons for wanting to do so. Our call centre team will accommodate you fully.

Unable to find satisfactory answers ? Contact Support