FAQS

MY ACCOUNT

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

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

Click on the ‘LOGIN’ button on the top right-hand corner of the home page.

Click on the ‘Sign up’ button at the bottom of the screen.

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.

Go to ‘My Account’ and click on ‘Edit’ at the address tab to enter your new address.

Your order history will be available on your Dashboard on your Account page.

ORDER

Once you have added all your desired items to your shopping cart, follow these instructions:

Click on the ‘Checkout’ button and proceed to Checkout. Enter all your required shipping and billing information. Click on ‘’Continue to Payment" and choose your method. Click on ‘Complete Order’.

Unfortunately, it is not possible to combine orders or add items to an existing order once the order has been processed.

Unfortunately, we do not offer store pickups yet.

Your Order ID will be used to identify your order and will be a part of the Order Sales Summary email. Another email will be sent to you once your order has been dispatched with your Tracking ID which will allow you to check the status of your delivery on the courier’s website.

Payments

Cash on Delivery (available nationwide)

Online payment (Visa Debit/Credit, Master Debit/Credit)

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.

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 business days. You can email us on info@btwonline.pk or give us a call on +92 300 4022474 with your order number for any clarification.

To avail COD, please follow these instruction:

At checkout, select ‘Cash on Delivery’ as payment method.

Upon the courier’s arrival, check for the original receipt and pay only the amount mentioned on that receipt in cash.

Unfortunately, COD is only available in Pakistan.

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.

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

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

No, you need only pay the full amount in cash once your parcel is delivered to you.

DELIVERY

Local Order delivery can take between 1-5 working days, and International delivery can take between 3-7 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 upto 15 working days.

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.

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.

It is only possible to change the address of a processed order before it has been dispatched. Please call Customer Care at +92 300 4022474 and check if your order has been dispatched or not.

Security

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.

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

In case of such a mishap, please call Customer Care at +92 300 4022474 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.

EXCHANGES

To request any exchange please review our return & exchange policy and call customer service at +92 300 4022474 to specify the articles you wish to exchange and your reasons for wanting to do so. Our call center team will accommodate you fully.

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