FAQs

My Account

1. Is an account necessary for placing an order?

Although you can order as a guest, having a Rilancio account will enhance your shopping experience by keeping you up to date with newsletters, storing your billing/shipping information and ensuring faster checkouts.

2. How do I make an account?

To create your very own Rilancio Online Account, follow these simple instructions:

Go to Add Cart and Log in to create your account.Fill in your details, ensure to check for details to be saved by Rilancio for auto direction upon future log in.

 

3. What if I forget my password?

In the event of a forgotten password, simply:

  • Click on ‘Forgot Password’ on the sign in page
  • Enter your email address
  • Click on the link sent to you in your email address
  • Enter your new password
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    4. How can I update/edit my shipping or billing address details?

    Go to My Cart

    Go to Shipping Detail

    Change Address to New Billing Address

    5. Where can I view my order history?

    Your order history can be viewed on your account through order history tab

     

    Order

    1. How can I place an order?

    Select the chosen article

    Go to "Add Cart"

    Proceed for Check out

    Enter Billing Details and Payment Method

     

    To order as a guest :

     

  • Add Items to Cart and proceed for Checkout
  • Enter Shipping and Billing information
  • Click on Continue Shopping and Continue to Proceed for Payment
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    To order with a Rilancio Account :
  • Add Items to Cart and proceed for Checkout
  • Enter Shipping and Billing information
  • Save Information for Future Log in
  • Click on Continue Shopping and Continue to Proceed for Payment

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    2. What if I don’t get a Sales Order Summary?

    A Sales Order Summary is essentially a soft receipt that should be emailed to you within an hour of placing your order. If you don’t get one in your inbox, check your junk/spam folder and if it still isn’t there, call Customer Service at 0092-423-2500819 to confirm your order.

     

    3. Does adding an item to the shopping cart reserve it?

    No the Item can remain in the Cart but cannot be reserved until, unless purchased.

    4. How will I know that you have received my order?

    Sales Order Summary shall be mailed with complete order details.if the sales summary has not been received, call customer support at 92-42-32082014.

    5. How can I track my order?

    All orders placed are tracked by our customer care Department, hence to track your order, kindly call customer care at 0092-423-2500819 or email at wecare@rilancio.pk

    6. What different order statuses can I face?
  • Order Fulfilled, Payment Pending: Your order has been logged and we are waiting for authorization from the payment gateway.
  • Payment Authorized, Order Processing: Authorization has been received from the payment gateway and your order is being processed.
  • Order Shipped: Your order has been shipped by the seller and is on its way.
  • Order complete : Shipment received, and transaction completed.
  • Order Cancelled: The order was cancelled.
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    7. How can i Edit Details Once i have made my Account

    Simply go to my account and Edit, add the updated billing and shipping details and Save the account with the updated information.

    8. What is the difference between Order ID and Tracking ID?

    Your Order ID will be used to identify your order and will be a part of the Order Sales Summary email. Order ID is a precursor to tracking ID where the tracking ID would be generated after the order ID.Tracking ID can be used to track shipment status on

    9. How Long Does the Delivery Take

    Deliveries usually take 3-5 working days depending upon the location and Zone of Dispatch.Additional details for delivery can be attained from our Customer Care

     

    Payments

    1. What payment options do I have?

     

  • Cash on Delivery (available nationwide)
  • Online payment (Visa Debit/Credit, Master Debit/Credit)
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    2. Is it safe to use my credit/debit card to make payments?

    All payment information on our website is processed on a fully encrypted and secure platform and kept confidential with only authorized personnel having access to your information.

    3. What should I do if my payment fails?

    In case of a payment failure, make sure that the payment information you have provided is accurate. If your account has been debited after a payment failure, it is normally reimbursed to your bank account within 7-10 business days. You can email us on wecare@rilancio.pk or give us a call on 0092-423-2500819 with your order number for any clarification.

    4. Can the billing address differ from the shipping address?

    For Cash on Delivery orders, billing address is not required. We only require your shipping address which will be the address you want your order delivered to. For Credit Card orders, we require both billing and shipping address, which can be the same or different addresses. To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ tab on the checkout page.

    5. How do I redeem a Discount Voucher or Credit Voucher

    To redeem a promotional code, simply type in or copy the code into the ‘Gift card or discount code’ text bar on the checkout page.

    6. If an article is out of stock, how can I be informed about its re-arrival?

    For out of stock items, please enter your email address in the given text box to get an email about article availability. Alternatively, please call our Customer Support helpline, and we will be more than happy to try and arrange the article you require.

    7. Can I get an article reserved for me in stores before formal checkout?

    Yes, you can. Please call our Customer Care Service at 0092-423-2082014 and they will facilitate you with your reservation.

    8. Can I pay COD with a cheque?

    Unfortunately, for logistical reasons, we only accept cash for COD orders.

    9. Is there any form of advance payment required for COD?

    No, you need only pay the full amount in cash once your parcel is delivered to you.Order confirmation would be taken for orders exceeding 50,000 pkr

     

    Delivery

    1. What is the delivery time?

    Local Order delivery can take between 3-5 working days, and International delivery can take between 7-10 working days; depending on the size and availability of the product. Orders are processed within 24 hours and are generally scheduled for delivery the following working day. Timely delivery is subject to availability of stocks and payment authorizations. In certain cases, we might request for some form of payment verification or source to process the order. During SALE delivery time is up to 15 working days.

    2. What are the delivery charges for local and International orders?

    Free Shipping on orders above 1999 PKR nationwide for orders within Pakistan & free international shipping on any order over $150. However, free international shipping is not applicable on any of the Sale/Clearance products International shipping rates are according to the weight of the parcel. These rates will be calculated once you’re on the cart page.

    3. Does the price of the order include shipping charges?

    For international orders, shipping charges are mentioned separately as a part of the order on the check-out page. Final amount charged will include shipping charges with shipping charges mentioned separately

    4. Will free shipping apply to my order if the cart contains both HOME products and clothing?

    Free international delivery cannot be availed for any item from the HOME Category or any clearance/SALE items. If the shopping cart contains even a single item from either of the categories, shipping charges will be applied to the entire basket at checkout.

    5. How do I check the delivery status?

    On dispatch, you will be provided a Tracking ID for your order through SMS. The SMS sent will be from the courier company delivering your order. You can log on to our Courier Partner’s websites for local and international orders respectively, enter your tracking ID and track your order. 

    6. What manner of shipping do you use?

     

    7. How many times will the courier agent attempt to deliver my order in case I am unavailable to receive it?

    Our delivery agents make two attempts to deliver a parcel. Kindly ensure that the address, country and area code while placing an order given is accurate. On the second failed attempt, the item(s) will be returned to us.

    8. Can I get the shipping/billing address of an order changed after it has been processed?

    It is only possible to change the address of a processed order before it has been dispatched. Please call Customer Care at 0092-423-2082014 and check if your order has been dispatched or not.

    Security

    1. Why is it mandatory to give personal information?

    Customer information pertaining to name, card billing details and shipping addresses are necessary to process any electronic transactions via credit/debit cards. These are essential inputs into the fraud detection mechanisms.

    2. Is my personal information kept secured?

    All payment and shipping data presented by our clients is kept secure and classified. Only approved personnel have access to this data.

    3. Will I receive online security email every time I place an order with you?

    Although, online security is implied for each order and the confirmation procedure is one- time for account information, if you are utilizing a different debit/credit card, your request will be subjected to online security confirmation once more.

     

    A cookie is a small text file that is saved to, and, during subsequent visits, retrieved from your computer or mobile device. We use cookies to enhance and simplify your visit. We do not use cookies to store personal information or to disclose information to third parties but rather to store your choice of start page and to store your details. Session cookies are used when you apply product filtration and to check if you are logged in. You can easily erase cookies from your computer or mobile device using your browser.

    5. If my credit/debit card is fraudulently used to make an order, what is the procedure of getting a refund?

    In case of such a mishap, please call Customer Care at 0092-423-2082014 and they will aid you in rectifying your transaction records and issue a refund. Please note that you may have to divulge personal card information.

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