Welcome to the etraders.pk help center. Find quick answers to the most common questions about shopping with us, our policies, and our services.
Ordering & Payment
Q1: How do I place an order? A: Simply browse our store, add your desired items to the cart, and proceed to checkout. You will need to create an account or log in, provide your shipping details, choose a payment method, and confirm your order.
Q2: What payment methods do you accept? A: We accept a variety of secure payment options, including:
Credit/Debit Cards (Visa, MasterCard)
Bank Transfers
JazzCash
EasyPaisa
Cash on Delivery (COD) – Subject to eligibility
Q3: Is it safe to use my credit card on your website? A: Absolutely. We use secure, encrypted SSL technology and PCI-DSS compliant payment gateways. We do not store your full credit card details on our servers.
Q4: Why was my order not processed? A: An order might not be processed due to several reasons, including: payment not being authorized, address verification issues, suspected fraud, or the item going out of stock during the checkout process. You will be notified via email if there is an issue.
Shipping & Delivery
Q5: How long will it take to receive my order? A: After payment confirmation, orders are processed in 1-2 business days. Delivery times vary:
Major Cities: 3-5 business days after dispatch.
Other Areas: 5-7 business days after dispatch. Please see our full Shipping Policy for details.
Q6: Do you ship internationally? A: Currently, we only ship within Pakistan.
Q7: How can I track my order? A: Once your order is shipped, you will receive an email with a tracking number. You can use this number on the courier’s website or log into your etraders.pk account to track your package in real-time.
Q8: What are your shipping charges? A: Shipping costs are calculated based on your order’s size, weight, and delivery location. The exact cost will be shown at checkout before you confirm your purchase. We also periodically offer free shipping promotions.
Returns, Refunds & Exchanges
Q9: What is your return policy? A: We offer a 7-day return policy for unused items in their original packaging with all tags attached. The return must be initiated within 7 days of delivery. Some non-returnable items include software, personal care products, and underwear. Please see our full Refund & Return Policy for all terms and conditions.
Q10: How do I start a return or exchange? A:
Contact our customer support at support@etraders.pk within 7 days of receiving your order.
Provide your order number and reason for return.
Our team will guide you through the process and provide a Return Authorization Number (RAN).
Q11: How long does it take to process a refund? A: Once we receive and inspect your returned item, please allow 7-10 business days for the refund to be processed to your original payment method. The timing for it to appear in your account will depend on your bank or payment provider.
Q12: Can I exchange an item for a different size? A: Yes, we offer size exchanges subject to stock availability. Please follow the standard return process to initiate an exchange. If the new size is unavailable, we will issue a refund.
Account & Website
Q13: How do I create an account? A: Click on “Login/Sign Up” at the top of the page and enter your details. Having an account allows you to track orders, save your address, and view your order history.
Q14: I forgot my password. What should I do? A: On the login page, click “Forgot Password?” and enter your email address. You will receive a link to reset your password.
Q15: How do I update my account information? A: Log into your account, go to “My Account” or “Dashboard,” where you can edit your personal details, shipping addresses, and password.
Product & Warranty
Q16: Are the products on etraders.pk genuine? A: Yes! We are an authorized retailer for the brands we carry. We guarantee that all products sold on etraders.pk are 100% authentic and brand new.
Q17: What if a product I receive is damaged or defective? A: Please contact us immediately. We will apologize for the inconvenience and guide you through a quick return and replacement process at no extra cost to you.
Q18: Do products come with a manufacturer’s warranty? A: Yes, most products come with a standard manufacturer’s warranty. The warranty card (if applicable) and terms will be included in the product packaging. etraders.pk will facilitate the warranty process.
Contact & Support
Q19: How can I contact customer service? A: You can reach our friendly support team via:
