FAQs

We ship to all countries worldwide. (for international shipment outside Pakistan any import duties, taxes & charges have to be paid by you directly to the logistics company that is delivering the packet).
Your purchases may reach you in more than one package. However, you will be charged one delivery fee for the entire order, based on the shipping charges mentioned at the time of checkout.
As soon as your package ships, we will email you your package tracking information.

Shipping and delivery fees do not include insurance.

Please note if you have ordered multiple items, at times, the entire order may not be delivered at once and you would be receiving partial shipments, as each product may have different delivery timelines. However we try and send maximum products from your order in one shipment. Please look at the order summary for details on delivery days for each of your product ordered.

How do I know if my order has been placed successfully?
Within 24 hrs of successfully placing your order, you will receive an email confirmation from The Craft Company. This email will include all the important details related to your order. Please do not delete this email, as it, more or less, acts as an order receipt.

How do I check the status of my order?
As soon as your order is on its way we will provide you with a tracking number and you can track the progress of your order. Please also email us at craftcompany@gmail.com for any further queries.

Can I cancel an order?
Though the Craft Company website itself does not have any option to cancel an order once the payment is made, you can definitely get in touch with our Customer Service on +923008241727 at the earliest (within 24 hours of placing the order) with your Order No. to cancel it. If your order has not been processed, we can cancel it and refund the amount as Craft Company Credits.

Can I modify or change my order?
Our helpful and friendly Customer Service Executives are always at your service in case you want to modify your order; simply call +923008241727. They will also be happy to help you if you want to update your shipping address. Remember to be as quick as possible and contact our Customer Service at the earliest for anything like this.

I've cancelled an order. By when can I expect a refund?
Once your order has been cancelled, we will immediately process the refund. Your refund will be in the form of The Craft Company  Credits, which can be used for any of your subsequent purchases with us. The subsequent purchases need to be made within 60 days.

Can I mix and match items from different sets and collections? In other words, can you personalise a set?
Sorry, that's not possible. We cannot personalise things. The exact set, as shown on the Craft Company website, will be delivered to you.

How do I contact The Craft Company Customer Service Team?
You can get in touch with our Customer Service by sending us an email to craftcompany@gmail.com or can call us on +923008241727  between 10 a.m. and 7 p.m. PST, Mon to Sat

In the odd case that you receive your The Craft Company products in a damaged condition or receive the wrong product, here is our policy on returns:
Damaged products or wrong products that are eligible for return, can be returned within 5 days of receiving the merchandise.

Not all products are eligible for returns except in the case of wrong shipment. The list of products not eligible for returns are mentioned below
• Furniture
• Lamps
• Made To Order products
• Discounted / Offer / Seasonal products
• Tampered Items, where the original constitution has changed Used, worn, washed, stained or torn apparels and other textile item
• Products with incomplete packaging (Invoice, All Product Tags and Original Packaging)

The Craft Company support team must receive and approve your return request. Once your request is received and approved, we will issue a return letter for you to be sent along with the return.
In the unlikely event that your merchandise arrives damaged, you should email us a photo of the damaged product along with the packaging. You must email us about any damaged items in your shipment within 48 hours of receiving your order.

Upon authorization of returns, we will gladly offer you an exchange or refund. You could choose to get a full refund in the form of store credits, in case you don't agree upon either you will get a refund on your original credit or debit card used for payment in which case return shipping charges (if paid by The Craft Company) and a stocking fee might be applicable. Items that may have been damaged, defective or sent by error will be fully refunded.

We aim to process all returns within 7 Days (Within Pakistan) 15 Days (International). If you have any questions about your return, feel free to reach out to the Craft Company Customer Care team at craftcompany@gmail.com

All returns are subject to the discretion of The Craft Company, we try to be as accommodating as a possible.

1. The final decision on whether a returned item will be approved or rejected lies completely with The Craft Company’s Quality Assurance Team.
2. The returned items will only be accepted in their original packaging, which includes bags, tags, boxes, invoices, documentations, warranty cards (if any), all accessories, and all the things that were present when the item was delivered to you.
3. The product you're returning must be unused, unwashed and in its original condition. If it is used, damaged, soiled or altered, the return won't be processed and the items will be sent back to you.
4. PLEASE DO NOT ACCEPT THE PACKAGE IN DAMAGED OR SOILED CONDITION.
5. Products in sets cannot be returned individually.
6. If we are unable to send you a replacement of the item that you have returned, we will offer you a credit note for the same. (Validity for the credit note is three months from the date of issue). Store credit given to the customer is not transferable to other user/s.
7. To return an item, we will arrange to pick the parcel from the given address. If the service is not available in your area, please arrange for a return via a trusted courier service of your choice.
8. Due to logistical constraints, if we are unable to collect a return, and you've arranged for the same, you would be reimbursed your shipping costs (maximum Rs. 150), after an approval from The Craft Company management.
Also, in this case, please let us know the Tracking No. (i.e., AWB Delivery Confirmation), as we are not  responsible for lost or stolen packages. When we receive your returned package, we will inspect the item to confirm that it is unused and in its original packaging.

Shipping an item back to the Craft Company:
We offer pick up service from all major cities in Pakistan. Please call our Customer Service on +923008241727 to know if the service is available in your area.
For other locations, as advised by our Customer Service Executive, we offer Shopping Credits as The Craft Company Credit to compensate for return shipping cost.

What is The Craft Company’s Privacy Policy?
To maintain your right to privacy while shopping with us is one of our biggest priorities. We, thus, only ask for the most necessary information that is required for us to complete your order or to contact you regarding its status. The information we collect includes your name, email address, shipping address and billing address. Apart from the Craft Company team, this information is only shared with our associated courier partner that will be delivering your ordered items. Please be assured that The Craft Company does not store your credit / debit card or online bank account information.

Please note that The Craft Company reserves the right to update this Privacy Policy at anytime. We will send you an intimation of the same on the email address that you have shared with us.

Does The Craft Company store my information?
The Craft Company only stores information that is uploaded by you during the registration process, along with shared comments, conversations and interactions with other members on the website. No information such as credit / debit card details or online back account information, etc., is stored in our database. These details are directly entered by you into the bank payment gateways, which are 100 percent secure. We do not handle this sensitive data or store it.