Charcoal's FAQ's

Orders & Payments

How can I place an order?

You can place an order directly through our official website by selecting your desired products, choosing your size, and completing checkout.

How will I know if my order is confirmed?

You will receive an order confirmation through WhatsApp.

Can I edit or add items to my order?

You can request changes or additions before a tracking ID is generated. Once the tracking ID is generated, no further changes or additions can be made.

Can I cancel my order?

You may request cancellation before dispatch. Approval depends on your order's current status and processing stage.

What payment methods do you accept?

Please refer to the payment options displayed at checkout for the methods currently available.

Shipping & Delivery

How can I track my order?

Once your order is dispatched, you can track it through the courier portal link shared in your dispatch message.

How long will delivery take?

Delivery timelines depend on your location and the courier service. Please refer to the estimated delivery time provided during checkout or contact our customer support team for assistance.

What should I do if my order is delayed?

Please contact our customer support team with your order number so we can assist you with an update.

Can I change my delivery address after placing an order?

Please contact our team as soon as possible. Address changes may not be possible once your order has been dispatched.

Exchanges & Refunds

What is Charcoal's exchange policy?

Exchange requests must be made within the applicable exchange period. Items must be unused, unworn, unwashed, and undamaged, with all original tags and labels attached. Please refer to our Exchange Policy for full details.

Can I exchange an online order at a Charcoal outlet?

Yes. Contact our online support team first to request your invoice. You can then visit a Charcoal outlet within the applicable exchange period, subject to our exchange policy and product availability.

Can I exchange an online order through the website?

Yes. Contact our online support team within 7 days of purchase. Our team will guide you through selecting a replacement, returning the original item, and receiving your replacement shipment.

Can I exchange sale items?

Customers can exchange sale items for another article or the same article, subject to availability and the applicable exchange conditions.

Can I get a refund on my purchase?

Sale items are non-refundable. Full-price items may qualify for a refund within 15 days of purchase, subject to a valid reason, the item's condition, and approval.

What if I receive a damaged, defective, or incorrect item?

Please report the issue on the same day of delivery and contact our customer support team with your order number and clear photos of the item. Our team will review your claim and advise you on the next steps.

Who pays the return shipping charges for an exchange?

For standard online exchanges, customers are responsible for the return shipping charges. If you receive a damaged, defective, or incorrect item, please contact our team for assistance.

How long does an online exchange take?

Once we receive and inspect your returned item, the replacement is dispatched within 7–8 working days, provided the item passes inspection and the replacement is available.

Products & Sizing

How do I choose the correct size?

Please refer to the size guide available on the relevant product page. If you need assistance, contact our customer support team before placing your order.

Will the product colour look exactly like the website image?

We aim to display product colours as accurately as possible. However, slight variations may occur due to lighting conditions and differences in screen settings.

Will sold-out items be restocked?

Restocking depends on product availability. Please check the product page for updates or contact our team for further assistance.

Are online and outlet prices the same?

Prices and promotions may vary between online and outlet stores. Please check the displayed price and applicable terms before completing your purchase.

Customer Support

How can I contact Charcoal customer support?

For online orders, contact us at onlinesales@charcoal.com.pk or call/WhatsApp +92 323-7657519 or +92 345-4663833.

For outlet-related queries, contact customercare@charcoal.com.pk or call/WhatsApp +92 311-6334445.

What should I include when contacting customer support?

Please provide your order number, registered contact details, and a brief description of your query. For damaged or incorrect items, include clear photos to help our team review the issue.