FAQs
How do I place an order?
Placing an order is simple: browse our collection, select your desired product, click "Add to Cart" or "Buy Now", fill in your delivery address on the checkout page, select your preferred payment method (Cash on Delivery or Online Payment), and click "Confirm Order". You will immediately receive an order confirmation number.
What payment methods are available?
We offer convenient payment options including Cash on Delivery (COD) across Pakistan, advance shipping deposit via JazzCash or Bank Transfer, and secure online Card / XPay by PostEx payment when enabled.
Is Cash on Delivery available, and is an advance required?
Cash on Delivery is available for supported cities nationwide. For orders below PKR 5,000, the PKR 250 shipping charge may be requested in advance via JazzCash or Bank Transfer to confirm your order before courier booking. Orders qualifying for free shipping (PKR 5,000+) require no advance delivery deposit.
Can I return an item for a cash refund?
FB Collections operates primarily on an exchange-first policy; change-of-mind purchases are not eligible for cash refunds. Refunds are considered only in exceptional cases (such as defective or wrong items where replacement stock is unavailable). Approved refunds are disbursed via JazzCash or Bank Transfer within 5–7 working days.
What should I do if my online payment fails?
If an online card or XPay payment fails or times out, verify that your card has online/ecommerce transactions enabled and check your 3D Secure OTP. You can also re-try the payment or choose Cash on Delivery at checkout. If your account was deducted but you did not receive an order confirmation, contact our WhatsApp support with your payment receipt for instant resolution.
How do I know my XPay payment succeeded?
Upon successful XPay payment completion, you are redirected back to an on-screen Order Success page displaying your Order Number and verified payment status. You will also receive an automated SMS and WhatsApp confirmation. Our system verifies payment completion directly with XPay servers before processing.
How long does delivery take across Pakistan?
Estimated delivery is 3–7 working days after order confirmation to courier-serviceable locations across Pakistan. Remote or less-accessible areas may require additional transit time.
What are your delivery charges and free shipping threshold?
Orders of PKR 5,000 or above receive FREE Standard Delivery across Pakistan. Orders below PKR 5,000 have a flat delivery charge of PKR 250.
How can I track my order?
Use the Track Order page on our website by entering your order number along with the mobile number or email used at checkout.
What is your exchange policy?
Eligible unused items in original condition and packaging with tags can be requested for exchange within 7 days of delivery. For discretionary exchanges (such as change of mind or color preference), the customer covers courier costs. If an item is defective, damaged, or incorrect, FB Collections covers the replacement shipping.
How do I report a damaged or incorrect product?
Please notify our WhatsApp support at 03044191960 within 48 hours of delivery with your order number, clear photos of the parcel and item, and an unboxing video if available.
Can I cancel my order?
You can request order cancellation prior to courier dispatch by contacting our WhatsApp support at 03044191960. Once an order is dispatched, cancellation cannot be guaranteed, and courier transit charges already incurred are non-refundable.
Are your accessories authentic?
FB Collections curates premium accessories under its own store catalogue and clearly describes materials, finish, dimensions, and specifications on each product page.
How can I contact customer service?
You can contact our official support team via Phone or WhatsApp at 03044191960 (Monday to Saturday, 10:00 AM – 8:00 PM PKT), or email us anytime at support@fbcollections.com.