My Account

Is an account necessary for placing an order?

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.

How do I make an account?

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.

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.

How can I update/edit my shipping or billing address details?

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

Where can I view my order history?

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


How can I place an 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 Payment method. Click on ‘Complete Order’.

Can I add items or make changes to an existing order?

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

Can an order be available for store pickup?

Unfortunately, we do not offer store pickups yet.

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. 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.


What payment options do I have?

Cash on Delivery (available nationwide)

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

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.

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 business days. You can email us on info@btwonline.pk or give us a call on +92-304-1112500 or WhatsApp on +92 300
 with your order number for any clarification.

What are the conditions for Cash on Delivery (COD)?

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.

Is Cash on Delivery (COD) available internationally?

Unfortunately, COD is only available in Pakistan.

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.

How do I redeem a Gift card or discount code?

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

Can I pay COD with a cheque?

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

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.


What is the delivery time?

Local Order delivery can take between 5-7 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.

What is the Delivery Charges?

We offer free nationwide free
delivery on orders above 1,500/-. Orders with under 1,500/- amount will be
charged Rs. 100/-. Shipping charges of international orders will be

once you’re on the cart page.

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.

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.

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 +92-304-1112500 and check if your order has been dispatched or not.


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.

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.

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 +92-304-1112500 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.


How can i exchange the purchased article(s)?

To request any exchange please review our return & exchange policy and call customer service at +92-304-1112500 to specify the articles you wish to exchange and your reasons for wanting to do so. Our call center team will accommodate you fully.