Contact

At Zainab Zari, we believe good service is part of good design. This policy sets out how to reach us, what response you can expect, and how we handle the information you share.

1. Official Contact Channels

These are the only channels through which Zainab Zari conducts official customer communication:

Any account, number, or page claiming to represent Zainab Zari outside of the above is not authorised by us. Please report it to us immediately so we can act on it.

2. Support Hours

• Monday – Saturday: 10:00 AM – 7:00 PM (PKT)
• Sunday & public holidays: Closed

Messages received outside these hours are logged and answered on the next working day.

3. Response Times

• WhatsApp / phone: within 2–4 working hours
• Email: within 24 working hours
• Order, delivery, or payment issues: within 24–48 working hours
• Returns, exchanges, and complaints: acknowledged within 24 hours, resolved within 3–5 working days

During Eid, wedding season, and new collection launches, volumes rise and replies may take slightly longer. We will tell you if a case needs more time.

4. What to Contact Us About

• Order placement, status, and tracking
• Fabric, sizing, stitching, and availability queries
• Delivery timelines and shipping charges
• Payment confirmation and invoicing
• Returns, exchanges, and refunds
• Complaints, feedback, and after-sales support
• Wholesale, bulk, and collaboration enquiries

5. Information We May Request

To resolve your query, our team may ask for your order number, the name and number used at checkout, your delivery address, and — for damage or defect claims — clear photographs of the item and its packaging.

We will never ask for your full card number, CVV, banking password, or any OTP. Do not share these with anyone claiming to represent Zainab Zari.

6. Communication Conduct

We ask that all correspondence remain respectful. Zainab Zari reserves the right to discontinue communication in cases of abusive, threatening, or fraudulent conduct, while still honouring any valid order obligations under our Returns and Refund Policy.

7. Use of Your Contact Information

Information you share through these channels is used only to process your enquiry, fulfil your order, and provide after-sales support. It is handled in line with our Privacy Policy and is never sold or passed to third parties for unrelated marketing.

Promotional messages are sent only to customers who have opted in, and can be stopped at any time by replying STOP or writing to us directly.

8. Escalation

If your concern is not resolved through the standard channels, email us with the subject line "Escalation – [Order Number]". Escalated cases are reviewed within 3 working days.

9. Updates to This Policy

This policy may be revised from time to time. The version published on www.zainabzari.pk is the current one, and the date above reflects the latest revision.