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Shopper FAQs

1 - What is shopsmart.pk?

Shopsmart.pk is the brand-new marketplace in Pakistan, where you can go online see a product, like it and the buy it from the comfort of your own home. Our aim is to provide you with a fantastic range of products from our handpicked Merchants. We not only want you to find what you want but also discover the new and exciting products that our Merchant Partners have to offer.

2 - How do I create an account?

Creating an account to shop on shopsmart.pk is simple and easy to do. Click on the 'Create account' link in the bottom right-hand corner of the screen and enter your details. Once done, you are ready to start discovering what shopsmart.pk has to offer.

3 - I have forgotten my password?

It's easy to reset your password, simply click the 'Forgot your password' link on the 'Sign in' page and follow the onscreen instructions.

4 - How do I keep my account safe?

You will be required to provide a password for your account as part of our security measures. You are solely responsible for maintaining the security and secrecy of your password and should not under any circumstances give out this information to anyone not expressly authorized by you to use your account. You accept sole responsibility for any use of (whether authorized or not), or action taken using, your account. If you have any reason to believe that your password is compromised, you must change it immediately.

5 - What are my payment options?

At shopsmart.pk you can choose to pay by several methods:

  • JazzCash
  • Vouchers -If you have received a discount voucher you can enter the voucher code during the checkout process. Any discount will be displayed in the checkout before placing your order.
  • Credit & Debit Cards; EasyPaisa and other payment options will be available soon

Please also refer to Payment Options for further information:

6 - How does shipping and delivery work?

We ask all our Merchant Partners to dispatch orders within two (2) working days. If your order has been dispatched and the estimated delivery date has passed, we recommend that you get in touch with the courier company shipping you goods and check if they've tried to deliver it, or check with your neighbors to find out whether the package has been left with them.

If you have any questions relating to the delivery of your order please contact the Merchant via your account. To do this click on 'My Orders' and then the 'Contact Shop' link which is located in the top right hand corner above the order concerned.

7 - What if I have not received my order?

Merchants dispatch products from several locations, so delivery times vary. We ask all our Merchants to dispatch items within two working days and to confirm when they have sent it.

If your order has still not been delivered please contact the merchant via your account. To do this click on 'My Orders' and then the 'Contact Shop' link which is in the top right-hand corner above the order concerned.

8 - I received a faulty product?

If you have received faulty goods, please contact the Merchant that you placed your order with. To do this click on 'My Orders' and then click on 'Contact Shop' located in the top right-hand corner above the order concerned. However, if you wish to return these goods, please get in touch with our Customer Services and request a return authorization number.

9 - How do I cancel my order?

If you wish to cancel your order, please contact the Merchant that you placed your order with. To do this click on 'My Orders' and then click on 'Contact Shop' located in the top right hand corner above the order concerned. If your order has already been shipped, you will need to wait until it has arrived and then follow our Returns & Refunds procedure. 

10 - How can I track my order?

If the Merchant you have purchased from has provided a tracking number with your order, you can view this in your orders page within your account. If you have any questions regarding the delivery of your order then you should contact the Merchant.

11 - How do I return an item?

All items being returned must follow the terms outlined in our Returns & Refunds Policy. This means in the first instance contacting shopsmart customer services to receive a returns authorization number and then packaging up your goods and returning them to the Merchant Partner they were originally purchased from, including your full proop of purchase. 

You can also the Merchant from whom you purchased from. You can do this via your shopsamrt.pk account. Simply click on 'My Orders' and then the 'Contact Shop' link which is located in the top right-hand corner above the order concerned. You can also find each Merchant's return details on their Store pages. Check which seller you have purchased your item from and then click their name to visit their store page. A link to their returns policy should be on the left of their store landing page.

12 - How do I close my account?

We want all our customers to have a great shopping experience, so if there is something wrong then please let us know. We will be happy to take a look for you and do what we can to fix it.

13 - What if I suspect a counterfeit product?

We want to make sure that the products listed on shopsmart are not only of a high quality, but legal and ethical too. If you are aware of a product that violates the law (be it illegal, counterfeit, or an intellectual property violation), please contact us and we will be happy to investigate. You can contact our Customer Service Team via our Contact Us page

14 - Does shopsmart offer any guarantee?

As shopsmart.pk is a marketplace, we do not offer any guarantees on any of the goods sold by our Merchant Partners. However, to ensure you can shop with confidence, we only work with vetted partners and are therefore confident that the goods offered by our sellers conform to what has been specified. 

Please refer to our Buyer Terms for further information and note any guarantees you are liable for may not be affected if:

  • Your purchase has not already been refunded in full (including by way of 'chargeback' by your credit card provider).
  • The Merchant you have purchased from has not been subsequently declared bankrupt, liquidated or placed into administration.

Should you experience a problem with an order we recommend contacting the merchant who you purchased from in the first instance. They should be able to assist you in resolving any issues that you may have with the order. However, in the event you are unable to resolve the problem with the merchant directly please contact us and we'll try to help.

15 - How do I sign up to become a Merchant?

Full details on why and how to join as a Merchant Partner can be found on our Merchant Hub

16 - How do I contact Customer Support?

We want you to have a great experience every time you shop with us here at shopsmart.pk, so we hope that our FAQ section will help answer some of the questions you might have. However, should you require any additional help then please contact us via our Contact Us page outlining the full nature of your query.

Thank you for shopping with shopsmart