FAQ’s

Welcome to Imrozia | Serene. Below you’ll find answers to the most commonly asked questions about ordering, payments, shipping, returns, and installment options. This FAQ section is designed to give you a smooth and transparent shopping experience.

Ordering & Checkout


How do I place an order and pay Cash on Delivery (COD)?

To place an order:

  1. Visit www.imroziaserene.com

  2. Add your desired items to the cart

  3. Click Proceed to Checkout

  4. Fill in your contact information and complete shipping details

  5. Select your preferred payment method

  6. Click Complete Order

Account creation is not mandatory to place an order.

You can contact us on +92 301 4786853 to place an order over the Whatsapp.

Our working hours timing details are below:

Customer Support:

Mon – Friday 9:00 AM to 5:00 PM

Saturday 9:00 AM to 2:00 PM

Sunday: Close 

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

Delivery timelines depend on the product type and destination. Please review the details below:

For Local Orders

  • Unstitched Dress: 3 – 5 working days

  • Stitched Dress: 7 – 10 working days

  • Ready to Wear (Pret): 3 – 5 working days

For International Orders

  • Unstitched Dress: 7 – 10 working days

  • Stitched Dress: 10 – 15 working days

  • Ready to Wear (Pret): 7 – 10 working days

Note:
 Delivery timelines are estimated and may vary due to customs clearance, public holidays, or unforeseen courier delays.

Can I make changes to my Order?

You may make changes to your order before completing the checkout process.

If your order has already been placed, customers are advised to contact us as soon as possible at UAN: 0304-1116364 or Email :info.serenepremium@gmail.com to request any changes. Our customer support team will assist you accordingly.

Please note that once an order has been dispatched, no changes can be made.

How do I place a Cash on Delivery (COD) order?

Cash on Delivery is available for unstitched orders within Pakistan only.

At checkout:

  • Select Cash on Delivery as the payment method

  • Confirm your order

  • Note your Order Number shown on the confirmation page

Your parcel will be delivered via courier within the estimated delivery timeframe.

How can I confirm that my order was placed successfully?

Once your order is placed, you will receive an order confirmation email and SMS. If you do not receive confirmation, please contact customer support.

Payments

What payment methods are accepted?

We accept the following payment methods:

  • Visa Card

  • MasterCard

  • Cash on Delivery (eligible orders only)

  • BaadMay – Buy Now, Pay Later

What is BaadMay and how does it work?

BaadMay is a Shariah-compliant Buy Now, Pay Later (BNPL) service that allows you to pay in three easy installments.

Eligibility & Limits:

  • New users: Shopping limit up to PKR 65,000

  • Minimum order value: PKR 1,000

  • Valid Visa or MasterCard issued by a Pakistani bank

  • Digital wallets (Nayapay, Sadapay, Easypaisa, JazzCash) are not accepted

  • COD orders are not eligible for BaadMay

How do I pay using BaadMay?

  1. Select BaadMay at checkout

  2. You will be redirected to the BaadMay web app

  3. Log in or register using your CNIC and mobile number

  4. Review your installment plan

  5. Add your debit or credit card

  6. Confirm payment using your t-pin

Your first installment is charged immediately.

What happens if I miss a BaadMay installment?

If a payment is overdue:

  • Your BaadMay account will be temporarily paused

  • Future purchases will be restricted until dues are cleared

For assistance, contact BaadMay Customer Support:

  • Phone: 021-111-111-236

  • Email: support@baadmay.com

Order Status & Tracking

How can I track my order?

Once your order is shipped, tracking details will be shared via email. You can follow the courier link to monitor your shipment.

What order statuses might I see?

  • Payment Pending Authorization – Awaiting bank/payment approval

  • Payment Authorized, Order Processing – Order is being prepared

  • Order Shipped – Parcel is with the courier

  • Order Completed – Successfully delivered

  • Order Cancelled – Order has been cancelled

Changes, Cancellations & Issues

Can I cancel my order after placing it?

Orders cannot be cancelled once processed or shipped. Please review your order carefully before checkout.

Can I change my shipping or billing address?

Address changes are possible before dispatch only. Please contact customer support immediately to check the dispatch status.

What should I do if an item is missing or incorrect ?

If you receive an incorrect or missing item, contact us with your order number:

Email: info.serenepremium@gmail.com

WhatsApp: 

Domestic: +92 301 4786853

International: +92 301 8888264

UAN number: 0304-1116364

Share clear pictures of the received packaging and articles, along with the invoice, within 24 to 48 hours of receiving your order.

Subject to availability, we will arrange a replacement or issue a store credit.

Returns, Exchanges & Refunds

What if there is a discrepancy or fault in my product?

If a product is faulty or incorrect:

  • We will attempt to exchange the item

  • If unavailable, a store credit voucher will be issued
    Customers are required to contact us within 24 to 48 hours of receiving the article for such complaints.

  • The article must be unused, unwashed, and packed in its original packaging.

  • The original price tags and invoice must remain intact and included.

  • Requests received after 48 hours of delivery will not be entertained.

Please refer to our Refund & Exchange Policy for full details.

What if the size does not fit?

We offer exchange only, subject to stock availability. Refunds are not provided for size-related issues.

Customers are required to contact us within 3 working days of receiving the article to request an exchange.

Requests received after 3 working days of delivery will not be entertained.

Shipping & Delivery

Do you offer store pickup?

Currently, store pickup is not available. All orders are delivered via courier.

Privacy & Security

Is my personal information secure?

Yes. All customer information is kept confidential and accessed only by authorized personnel. We do not sell, rent, or share personal data without consent.

What are cookies and why are they used?

Cookies are small text files stored on your device to enhance website functionality.

We use cookies to:

  • Enable shopping cart features

  • Improve browsing experience

  • Remember user preferences

Cookies do not store sensitive personal data. You may disable cookies via your browser settings.

Still Need Help?

If you have further questions, feel free to contact us:

  • WhatsApp: 92 3014786853

  • UAN: 0304-1116364

  • Email: info.serenepremium@gmail.com