FAQs

Frequently Asked Questions

Everything you need to know about shopping with IZZA Official.

Orders & Account

How can I place an order?
Once you have added the desired items to your cart, follow these instructions:

To order as a guest:
1. Click on the shopping cart and proceed to checkout.
2. Enter all the required information.
3. Choose the payment method.
4. Click ‘Place Order’.

To order with an IZZA account:
1. Log into your account.
2. Click on the shopping cart and proceed to checkout.
3. Enter all the required information.
4. Choose the payment method.
5. Click ‘Place Order’.
How do I know if my order is confirmed?
Once your order is successfully placed, you will receive an automated confirmation email or SMS containing your order number and details. If you do not receive this within 24 hours, please contact our support team.
Can I modify my order after placing it?
We process orders quickly to ensure timely delivery. If you need to make changes (such as address or size), please contact us immediately via WhatsApp at +92 308 0830888. We will do our best to assist you if the parcel has not yet been dispatched.
Does adding an item to the shopping cart reserve it?
No, an item will only be reserved for you after you have successfully confirmed your order at checkout.
How can I cancel my order?
For order cancellation, please contact our customer service department via WhatsApp or Email within 24 hours of placing the order.

Shipping & Delivery

What is your estimated delivery time?
Your order will be dispatched within 48-72 hours and handed over to the courier. Generally, delivery takes 3-5 working days. However, during sales or due to public holidays/unforeseen circumstances, delivery can take 10-15 working days.
What are the delivery charges?
Local Orders: We have a Flat Shipping Rate of PKR 199 on standard local orders.

International Orders: Free International shipping on orders over $150. For orders below this amount, shipping rates are calculated based on the weight of the parcel at checkout.
Who pays VAT and Custom Duties for international orders?
All custom and VAT charges will be paid by the customer for international orders, where applicable. Cross-border deliveries are subject to opening and inspection by customs authorities.
How can I track my order?
Once your order is dispatched, you will receive a tracking number via SMS/Email. You can use that number on the courier's website to track your package status.

Returns & Exchanges

How can I exchange my order or get a refund?
We offer exchanges in case of defective or incorrect items. Please read our detailed Returns & Exchanges Policy here or contact us on WhatsApp for assistance.
What is the exchange policy for perfumes?
Perfumes cannot be exchanged if the seal or packaging of the perfume box is opened or damaged in any way.
Are perfumes shipped internationally?
No, perfumes are only available for delivery nationwide within Pakistan.

General Inquiries

Do you restock sold-out articles?
We do replenish articles on our online store unless they have sold out entirely. We advise you to keep an eye on our website or visit our Gujranwala outlet to check availability.
Where is the IZZA Official store located?
You can visit our flagship store at:
509, Fateh Ali Tipu rd Opposite Haseens , Main Market Satellite Town, Gujranwala.
How do I contact customer service?
You can contact us via: