Shipping policy

Shipping Policy

At Urban Zay, we are committed to delivering authentic skincare products safely and efficiently across Pakistan. Please read our Shipping Policy to understand how we process, ship, and deliver your orders.

Order Processing

  • All orders are processed within 1–2 business days after your order is confirmed.
  • Orders placed on weekends or public holidays will be processed on the next business day.
  • During sales, promotional campaigns, or peak shopping seasons, order processing may take slightly longer than usual.

Delivery Time

Estimated delivery times are as follows:

  • Lahore: 1–2 business days
  • Major Cities: 2–4 business days
  • Remote Areas: 5–7 business days

Please note that these are estimated delivery times and may vary due to weather conditions, public holidays, courier delays, or other unforeseen circumstances.

Shipping Charges

Shipping charges are calculated at checkout based on your delivery location and the current shipping rates. From time to time, Urban Zay may offer free shipping promotions on eligible orders, which will be clearly displayed on our website.

Cash on Delivery (COD)

Urban Zay offers Cash on Delivery (COD) for customers across most locations in Pakistan.

  • Payment must be made in full to the courier at the time of delivery.
  • Please ensure the exact amount is available whenever possible to help speed up the delivery process.
  • Urban Zay reserves the right to limit or decline COD service for certain remote locations or customers with a history of refused deliveries.
  • Orders placed using COD may be verified by phone or SMS before shipment. If we are unable to verify your order, it may be delayed or cancelled.

Order Tracking

Once your order has been shipped, you will receive a confirmation email or SMS with your tracking details (where available). You can use this information to monitor the progress of your shipment until it reaches your doorstep.

Delivery Information

Please ensure that your shipping address, contact number, and recipient details are accurate when placing your order. Urban Zay is not responsible for delays or failed deliveries caused by incorrect or incomplete information provided by the customer.

If the courier is unable to deliver your package after multiple delivery attempts, the order may be returned to us.

Delayed Deliveries

While we aim to deliver every order within the estimated timeframe, occasional delays may occur due to:

  • Public holidays
  • Severe weather conditions
  • Courier service disruptions
  • High order volumes during sales or promotional events
  • Deliveries to remote or hard-to-reach areas

We appreciate your patience and understanding in such situations.

Damaged, Missing, or Incorrect Items

Please inspect your order upon delivery.

If you receive a damaged, defective, incomplete, or incorrect order, contact us within 48 hours of receiving your package. To help us resolve the issue quickly, please provide:

  • Your order number
  • Clear photos of the package and product(s)
  • A brief description of the issue

Our support team will review your request and provide an appropriate resolution as soon as possible.

Refused or Undeliverable Orders

If an order is refused by the customer or returned due to an incorrect address, failed delivery attempts, or failure to respond to the courier, Urban Zay reserves the right to charge additional shipping fees before the order can be reshipped.

Repeated refusal of Cash on Delivery orders may result in future COD orders being declined.

International Shipping

At this time, Urban Zay ships only within Pakistan. We currently do not offer international shipping.

Contact Us

If you have any questions regarding shipping or your order, please feel free to contact us.

Urban Zay

Email: store.urbanzay@gmail.com

Address: House No. 380, C Block, Gulshan-e-Ravi, Lahore, Pakistan