FAQs

1. How can I place an order?

Once you have added the desired items to your cart, follow the instructions:
To order as a guest
– Click on the shopping cart and proceed to checkout
– Enter all the required information
– Choose the payment method
– Click ‘place order’

To order with Dhanak account

– Log into your account
– Click on the shopping cart and proceed to checkout
– Enter all the required information
– Choose the payment method
– Click ‘place order’

2. How are the orders confirmed?

The customer get Automated ROBO Confirmation Call after placing an order, so that the orders are
confirmed on spot by just pressing 1.

3. What do the order status refer to:

– Awaiting Confirmation: Order was placed by customer but not confirmed by ROBO Confirmation
calling. Order can be cancelled in this status.
– Pending Payment: The payment for the order is not yet received in this status. This is for the orders
that are online paid.
– Processing: This status is used when the order information is sent to the warehouse to check the
availability of the articles ordered. The order can be modified by our team depending on the
availability of articles. Order cannot be cancelled in this status.
– Complete: When the order is fulfilled by warehouse team and the parcel is handed over to the
courier. At this status a tracking number will be generated. The customer can check the tracking
through the website. Order cannot be cancelled in this status.

4. What are the benefits of ordering through an account?

– Store credit can be issued in case the article is out of stock/defected, which you can redeem in your
next purchase
– You can also view the order history/ any previous orders placed

5. Can I modify the order?

Unfortunately, the order cannot be modified once the order has been placed.

6. Can I exchange the article I ordered online on any outlet?

The order placed online can be exchanged at any outlet. It has to be sent back within 7 days of the
online purchase in case of exchange or defect.

7. What payment options do I have?

– Cash on delivery (COD)
– Online Payment

8. Is COD available internationally?

Currently, the COD service is only applicable in Pakistan.

9. What is store credit?

Ans: In case you want your order to be cancelled or if the order is cancelled due to unavailability of
articles, your amount will be store credited in your Dhanak account. It’s a balance that you can
redeem on your next purchase.

10. What If I forget my account password?

– First visit to our website https://www.dhanak.com.pk/
– Click on forget password reset button.
– A password reset link will be sent on registered email details.
– Open your registered email and reset the new password.

11. Can I open the parcel/order at the time of delivery?

– Customers cannot open up the parcel/order before the delivery of cash to the dispatch team. In case
of damage/defect customer should let us know via helpline : 0092 321 8374374
– or email at customercare@dhanak.com.pk