My Account

1. Is an account necessary for placing an order?

Although you can order as a guest, having a Reneiq 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 Reneiq Online Account, follow these simple instructions:

Click on the ‘Sign In’ button on the top right-hand corner of the home page

Click on the ‘Create an Account’ button

Click on the ‘Create an Account’ button at the bottom of the screen

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

4. 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.

5. Where can I view my order history?

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

Order

1. How can I place an order?

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

To order as a guest :

Click on the ‘Shopping Bag’ button and proceed to Checkout, Enter all your required shipping and billing information

Click on ‘Confirm Order’ and check your email for a Sales Order Summary

To order with a Reneiq account :

Click on the ‘Shopping Bag’ button and proceed to Checkout

Click on ‘’Continue to Payment Method’ and choose your method

Click on ‘Complete Order’ and check your email for a Sales Order Summary

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 +92 321 7429892 to confirm your order.

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

No, an item will only be reserved for you after you have confirmed your order at checkout.

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

The Sales Order Summary emailed to you will act as confirmation that your order has been logged in our record. If you do not get this email, please contact Customer Services at +92 321 7429892

5. How can I track my order?

The ‘Order History’ section on your Dashboard will give you details pertaining to your previous orders as well as the status of your current order with regards to the stage of processing.

6. What different order statuses can I face?

Payment Pending Authorization: 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 the transaction completed. Order

Canceled: The order was canceled.

7. What are the benefits of ordering through an account?

Having an account will allow you to save your billing and shipping information for quick checkouts, allow you to view all your previous order history and enable you to subscribe to our weekly newsletter which will keep you up to date with all of our exciting new products and promotions.

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. 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.

9. 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.

10. Can an order be available for store pickup?

Unfortunately, we do not offer store pickups yet.

Payments

1. What payment options do I have?

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

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 business days. You can email us on [email protected] or give us a call on +923217429892 with your order number for any clarification.

7. Can the billing address different from the shipping address?

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.

8. How do I redeem a Gift card or discount code?

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.

9. 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.

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

Yes, you can. Please call our Customer Care Service at +923217429892 and they will facilitate you with your reservation.

Delivery

1. What is the delivery time?

Orders are processed within 24 hours and delivery time is 12-14 days. Timely delivery is subject to the availability of stocks and payment authorizations. In certain cases, we might request for some form of payment verification or source to process the order.

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

Yes, all standard orders include shipping charges.

5. How do I check the delivery status?

On dispatch, you will be provided a Tracking ID for your order through E-Mail. You can visit the courier website and enter the tracking number to check exact status.

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 the 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 +923217429892 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 secure?

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 an 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.

4. What are cookies and why should I know about them?

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 but rather 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 92 321 742 9892 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.