BUYERS FAQS – PRODUCTS & PRICES
Are all products on SastaMarkaz original and genuine?
Yes, we are committed to offering our customers only 100% genuine and original products. We also take all necessary actions to ensure this: any seller found to be selling non-genuine products is immediately delisted from SastaMarkaz.
Please send us an email on [email protected] if you think a product listed on our website does not fulfill these standards.
Are all products on SastaMarkaz new and unused?
Yes, we only offer 100% new and unused products.
Please send us an email if you think a product listed on our website is not new.
How can I find the right product on SastaMarkaz?
You can start by clicking on a category name on the left side of the website. This shows all the products we have within that category.
If you know what you are looking for, just type the name of the product or brand in our search bar at the top of the page and click Search
Are there any hidden costs or charges if I order from SastaMarkaz?
There are no hidden costs or charges when you order from SastaMarkaz. All costs are 100% visible at the end of the checkout process.
Are the prices on SastaMarkaz negotiable?
Prices on SastaMarkaz are not negotiable. SastaMarkaz has thousands of sellers which offer you the best prices and deals.
Why do I see different prices for the same product?
Some of our products are offered by different sellers. That allows you to chose your prefered offer.
How do I know if a product comes with free installation?
Free installation is offered for selected products only. Be sure to check the product description of products to get more details about installation.
How do I know if a product comes with warranty?
If a warranty is offered on a product, the warranty period will be displayed on the product page, to the right of the product image.
If a product is sold by multiple vendors, the warranty period offered by each vendor will be displayed to the right of Seller name, in the ‘more information’ box below the product image.
How do I place an order
Shopping on SastaMarkaz is easy!
Once you have found the product you want to buy, just follow the steps below:
Click ’buy now’, to add this product to your cart,
Click ’Go to next step’ in the top right corner,
You will then need to fill in your contact details and preferred shipping address,
Choose your preferred payment option before clicking the ’Confirm order’ button.
How can I track my order?
We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number in the link provided
How quickly can I get my order?
We do our best to get your orders delivered by the date listed on the product page. We also offer a premium delivery service for selected brands called SastaMarkaz NOW. SastaMarkaz NOW products are delivered within 24 hours in selected cities.
How do I cancel my order?
If your order is not yet on its way to you, you can simply cancel your order by getting in touch with our Customer Support Team.
If your order is already on its way to you or if you have already received your order, you may be able to return your product (See our Return policy for detailed information).
My order is delayed. What should I do?
We are sorry that your order is delayed. You can follow its progress by entering your tracking number in the link provided, If the status has not changed in a while, please get in touch with our Customer Support Team.
Why am I having trouble placing products in the cart?
If you are having trouble placing products in your cart, please make sure that you have made all relevant size and color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Please get in touch with our Customer Support Team.
How do I know my order has been confirmed?
We’ll send you an email and an SMS once your order has been confirmed! We’ll also let you know as soon as your order left our warehouse (shipped).
I haven’t received the invoice for my order.
A hard copy of the invoice should always be sent along with your order. If you have not received an invoice, please get in touch with us and we will send you a copy of your invoice.
My payment was processed successfully but I didn’t get any order confirmation. What should I do?
Please get in touch with us so we can look into the matter.
Do I need an account to shop on SastaMarkaz?
Having a SastaMarkaz account helps us to make your shopping experience fast, secure and convenient. You can create your own SastaMarkaz account or simply use your Facebook login.
What does ’Pre-order’ or ’Forthcoming’ mean?
These products are not yet available for purchase, but you can pre-order them on SastaMarkaz. Any order will be shipped to you on the day of its official release and will reach you within the delivery time mentioned by the seller.
How do I pay for my orders?
We have the following payment methods through which you can make a payment:
- Cash On Delivery (easy and simple at your doorstep)
- Credit/Debit Card
- Easypay Mobile Account
- Easypaisa Shop
- Bank transfers via 1Link
What is Cash on Delivery (CoD)?
CoD stands for Cash On Delivery. With CoD, you can pay in cash to the delivery agent upon receipt of your order.
Some Items may not be available for CoD
The Maximum order value for CoD is 100,000 PKR
Gift cards or vouchers cannot be used to make CoD payments
What is mobile payment?
Mobile payment is an easy payment solution that is specially designed for ecommerce transactions. It’s free, secure and amazing deals often apply on SastaMarkaz if you make a mobile payment!
What is Over The Counter (OTC) payment?
Over The Counter (OTC) payment is an easy payment solution that is specially designed for ecommerce transactions. You can now directly pay the agent at our partners’ Shops all around Pakistan to make online purchases on SastaMarkaz. It’s free, secure and amazing deals often apply on SastaMarkaz if you make an OTC payment!
How do I pay with my Debit / Credit Card?
At the end of the checkout chose Credit / Debit Card as payment options and follow the steps after confirming your purchase. Make sure that your bank activated your Credit Card for online payments.
Can I use my bank’s Internet banking feature to make a payment?
SastaMarkaz uses 1Link payment method which enables you to make a payment via your internet banking portal or ATM. This feature is only available for certain banks.
What is Easypay?
Easypay is an easy payment solution from Easypaisa that is specially designed for ecommerce customers and sellers in Pakistan. Now you can pay at sastamarkaz.pk with greater ease and convenience with Easypay by using your debit/credit cards, Easypaisa mobile accounts or via any EasyPaisa Shop. It’s a completely secure & hassle free way to shop online.
At the end of the checkout select one of the 3 payment options of Easypay
Easypay offers 3 payment options
- Mobile Account
- Credit/Debit Card
- Easypaisa Shop
What is Easyaisa Mobile Account?
Easyaisa Mobile Account is an easy payment solution from Easypaisa that is specially designed for ecommerce customers and sellers in Pakistan. Now you can pay at sastamarkaz.pk from your own mobile phone at any time. It’s a completely secure & hassle free way to shop online!
How to make a Over-the-Counter payment via Easypay Shop?
“Easypay Shop is an easy payment solution from Easypaisa that is specially designed for ecommerce customers and sellers in Pakistan. Now you can pay at sastamarkaz.pk by visiting the nearest Easypaisa shop and give the total amount to the Easypaisa agent. It’s a completely secure & hassle free way to shop online!
Can I pay with any Credit or Debit card?
You can choose to pay on sastamarkaz.pk with any Visa or MasterCard.
How do I use a gift card.
It’s simple! When you get to the payment stage while checking out simply enter the gift card code in the voucher box.
Are there any hidden charges like sales tax when I make a purchase on SastaMarkaz?
There are no hidden charges when you make a purchase on SastaMarkaz. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash to the rider.
Note: For International Payment via Credit / Debit card you may be charged a cross border fee by your issuing bank as our payment processor is based outside Pakistan. For information on the exact charges please contact your issuing bank.
What steps does SastaMarkaz take to prevent card fraud?
Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customers’ details are completely secure.
Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we feel that it’s not authorized by the owner of the card.
Why was my Credit/Debit Card declined?
If you experience trouble completing payment through debit/credit card, first thing to do is to make sure that your card is activated for online payments and that you have enough funds/limit to complete the transaction. Your bank can help you verify these details.
Some cards issued outside Pakistan are also not supported on SastaMarkaz and may be declined.
Remember that you can always complete your order through Cash on Delivery and pay with convenience at your doorstep.
Does SastaMarkaz offer installment payments?
Sorry we don’t offer installment payments at this moment.
Which currencies does SastaMarkaz accept?
We only accept Pakistani Rupee.
My order value is more than the Gift Card amount, what do I do now?
If your Gift Card value is less than the order amount, you’ll be asked to select an additional payment method to complete the payment.
What is a 3D Secure password?
The 3D Secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the “”Verified by VISA”” and “”Mastercard SecureCode”” services.
3D secure password is an additional one-time password, that you’ll be asked to enter on the payments page. This password is known only to you, and is sent to you via email or text. This ensures that only you can use your card for online purchases.
What is my card number, expiration date, and CVV/security code?
When paying with Debit / Credit card on SastaMarkaz, we will ask you for your 16 digit Card number and expiry date and CVV/Security Code. CVV stands for Card Verification Value.
What products can I return
All products sold on sastamarkaz.pk can be returned for free! Only custom made products and international deliveries cannot be returned
What are the conditions for my return?
If the product is not as you expected/not as advertised; or
If you don’t want the product anymore.
The product must be returned unused, in its original packaging and with all seals & tags intact
If the product is damaged at arrival, defective at arrival or counterfeit; or
If your fashion product is the wrong size.
The product must be returned in its original packaging. All accessories, tags and free gifts must also be returned.
How can I return my product?
Step 1: Start the Easy & Fast Return
Option 1: Go to the returns page on the website – create your return and you’re done!
Option 2: Call us to create your return, select the product you wish to return on the returns form that arrived with your order. Include this form in your package
Step 2: Pack your product
Pack your product according to the return conditions
Include all tags, accessories or free gifts you received
Step 3: Return your product
If you requested a pickup, we will contact you to arrange a pickup time.
If you selected a drop-off: Please drop your package at any TCS station and attach the address label included with your package on the box (no shipping charges will apply).
How long do I have to initiate my return?
You can initiate your return within 7 days of delivery. For example: If you received your order on the 5th, then have until the 12th to request a return.
When can I get a refund?
You can request a refund if:
You cancelled a prepaid order
You rejected a prepaid order
You returned an order within SastaMarkaz’s 7-day return policy
How will I get my refund?
Refunds depend primarily on your mode of payment:
|Payment methods||Refund methods|
|Cash on Delivery||SastaMarkaz Voucher / Bank Deposit|
|Swipe Card on Delivery||SastaMarkaz Voucher / Bank Deposit|
|1Link (Bank Transfer)||SastaMarkaz Voucher / Bank Deposit|
|SastaMarkaz Voucher||SastaMarkaz Voucher|
|Debit/Credit Card||SastaMarkaz Voucher / Return to Debit / Credit Card used|
|Easypaisa Shop||SastaMarkaz Voucher / Bank Deposit|
|Easypay Mobile Account||SastaMarkaz Voucher / via Easypay Mobile Account|
|Easypay Debit / Credit Card||SastaMarkaz Voucher / Return to Debit / Credit Card used intransaction|
How long would it take to get my refund?
Once your return is validated at our Warehouse the refund process begins. The time it takes for you to get your money back depends on your chosen method. Here are more details:
|Refund Method||Refund Time|
|SastaMarkaz Voucher||Voucher is sent to you within 2 to 3 working day after we received your product|
|Bank Deposit||Transfer is effective on your bank account 6 to 8 working days after we received your product|
|Credit Card||Credit card is credited 10 to 12 working days after we received your product|
How can I track my return?
If you requested a pick up, we will send you a tracking number by SMS after the pickup has been arranged. You can then follow your return by entering the tracking number on the website.
How long does it take to receive my replacement?
It will take between 5 and 13 days to send you the replacement product, depending on your location.
Please refer to the product page for further information about delivery time.
I received something I didn’t order. What now?
Sorry about that. Get in touch with us immediately so we can make things right.
Do I also get refunded the shipping charge when returning a product?
Yes, the refunded amount would also include the shipping amount you were charged.
Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to SastaMarkaz.
Do I have to return all products in my order?
No, you do not have to return your whole order. It is fine just to return certain products.
What if my returned item is not cleared for refund?
If your return is not cleared for refund, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
Please note that we will make 3 attempts to return the product to you. However, after this, we will cancel the return procedure and will keep the product with us for a maximum of 60 days
Can I return my items after the policy period?
Sorry, returns are not possible after the 7 days return period.
If you experience issues after SastaMarkaz’s return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.
I haven’t received my card refund reversal yet. What do I do?
Please rest assure that your card will be credited within 10 to 12 working days. If this is not the case, feel free to contact us
I haven’t received my refund amount in my bank account yet. What do I do?
Please rest assure that your bank account will be credited within 6 to 8 working days. If this is not the case, feel free to contact us
What should I do if I want to exchange a product and it is either sold out or not available?
Our customer service team will offer the closest available substitute of the product to you. You can either accept that offer or request a full refund.
I have requested for my product to be returned. What happens now?
For returns within Karachi, Lahore and Islamabad, once your return or replacement is accepted, we’ll schedule for it to be picked up from your address. Requests received before 10am will be picked up on the same day. Requests received after 10am will be picked up on the following working day.
For returns outside these areas, you will have to drop off the item at a one of the service center of our TCS logistics partner.
We will send you a tracking number via SMS after the pickup has been arranged. We will immediately initiate your replacement or refund when we have received your package and it has passed our Quality Evaluation.
Do I have to return the free gift when I return a product?
Yes, any free gift must be also be returned.
If I request for a replacement, when will I get it?
It will take between 5 and 13 days to send you the replacement depending on your product and location. Please refer to the product page for further information about delivery time.
What happens when my returned product is received back at SastaMarkaz’s Warehouse?
Once your product is received we carry out the checks necessary to ensure that the returned item fulfills the required conditions. This process usually takes 1 working day. As soon as these checks are cleared we process your refunds.
How long does it take to receive my product?
Delivery timelines vary depending on your city and your selected product.
How can I track my order?
We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number on THE WEBSITE
Can I change my shipping address after I have placed my order?
You can request for your order to be delivered to a different address within the same region or city before your order is shipped.
If you want to change the shipping address to a different region or city, we will have to cancel and replace the original order.
Can I accept the package after checking the content inside it?
Yes, for all items delivered by SastaMarkaz you can open the SastaMarkaz packaging to check the contents inside. Keep in mind that any sealed items inside cannot be opened before accepting delivery.
I found the package open and the product seal broken on delivery. What should I do?
You should refuse to accept an open package. If you do accept such a package by mistake or find out it has been tampered with, please get in touch with us immediately.
I missed my delivery. What happens now?
We’ll attempt to deliver your order again the next working day. We will try to deliver a total of 3 times before cancelling your order.
Will somebody contact me before delivering the package to my location?
Our delivery person will contact you to confirm your exact location.
What are delivery charges?
Delivery charges are the costs undertaken by SastaMarkaz and our logistics partners to bring your ordered item to your doorstep.
Why do estimated delivery times vary for some sellers?
Estimated delivery times depend on the location of the seller. For example, a mobile phone shipping from Lahore would have a different estimated delivery time for customers in Karachi than a mobile phone shipping from Karachi.
I ordered multiple items but I have received only one item so far. What’s going on?
Items sourced from different sellers are often shipped separately to make sure that there is no delay in fulfilment of your order. Rest assured that you will get all your items within the delivery period mentioned on the product pages of those items.
Can my parcel be delivered to an office address?
Yes! Your parcel can be delivered to any address convenient for you. Just enter your preferred address as your ’shipping address’ before checking out.
Does SastaMarkaz deliver outside Karachi?
SastaMarkaz delivers all across Pakistan through its logistics partners AIGx, TCS and Leopards.
Can I choose my preferred shipping method?
Currently we do not offer this option. Your order will be shipped by AIGx if destination is Karachi, Lahore, Islamabad or Rawalpindi. For other cities you will receive your item via TCS or Leopards.
Which locations do you accept Cash on Delivery?
We accept Cash on Delivery in all cities across Pakistan.
Can I pick up my item instead of having it delivered?
Orders outside Karachi, Lahore, Islamabad and Rawalpindi can be picked up from Leopards or TCS service centers upon request. You will be notified when your items arrive at the service center so you can come for pick up.
Does SastaMarkaz deliver internationally?
SastaMarkaz currently offers international delivery to more than 45 locations in the world for certain prodcuts
My parcel has been reported missing. What now?
No need to worry. We will help you replace your order at no extra cost.
What is AIGx?
AIGx is our preferred courier partner which delivers across Karachi, Lahore and Islamabad.
OTHER – MY ACCOUNT
How can I sign-up as a customer on SastaMarkaz?
- Start by clicking “My Account” and then “sign up” in the top right corner of your screen.
- You will then be asked to provide some basic information.
- When you have provided the required information, click submit to finish the sign-up process.
- We will also send you an email to welcome you to SastaMarkaz.
I have forgotten the password to my SastaMarkaz account. How do I access it?
- Click “Your Account” and then “Login” in the top right side of your screen.
- Enter your registered email address and click “Proceed”.
- Now click the “Forgot your Password” button to get an email on your registered account with instructions on how to set a new password.
How can I add a new delivery address to my account?
To add an additional delivery address to your account:
- Click “Your Account” in the top right corner of your screen (if you are logged in you would see your name there).
- Now click “Address Book” in the left side of the screen.
- Click the “Add a New Address” button, enter the details of the new address and click “Save this Address”
Can I add multiple email addresses to login to my account?
To make sure that your account is always secure, multiple email addresses cannot be added. However, you can replace your current email address with a new one.
Why do I need to provide my email address to sign up?
Your email address helps us provide timely information to you about your order. It also acts as your username and helps you log in.
How can I change the password of my account?
- Click “Your Account” in the top right corner of your screen (if you are logged in you would see your name there).
- In the Contact Details box click “Change Password”
- Enter the required information and click “Submit”
How can I deactivate my account?
Why not just let it be and come back to us whenever you want.
Would my account be deactivated if I don’t use it for a long time
We miss you when you don’t visit us enough but we never deactivate your account.
OTHER – SASTA MARKAZ NOW
What is SastaMarkaz NOW
SastaMarkaz NOW is our premium delivery service which guarantees delivery within 24 hours in Karachi in Lahore and Islamabad. It also guarantees top quality and no out of stock cancellations.
Is SastaMarkaz NOW available for all products?
SastaMarkaz NOW is only available for selected products. To find out if a product is available with SastaMarkaz NOW or not simply look for the SastaMarkaz NOW logo on the product page. Use can also use the SastaMarkaz NOW filter to only see items available with SastaMarkaz First.