Quick answers to common questions about ordering, delivery, payments, returns, and our products. Still need help? Email sales@derma.pk or WhatsApp +92 320 5999650.

Pakistan delivery FAQ: Everything You Need to Know

Do you deliver across Pakistan?

Yes — we deliver nationwide, to all major cities and towns across Pakistan.

How long does delivery take?

Orders are typically delivered within 3–5 working days after your order is confirmed.

Is delivery free?

Delivery is free on orders over Rs.5,000. For orders below that, a standard delivery charge is shown at checkout.

How do I track my order?

Use our Track Your Order page and enter your order number or the phone number you used at checkout.

Can I change or cancel my order?

If your order hasn’t shipped yet, contact us as soon as possible at sales@derma.pk or WhatsApp +92 320 5999650 and we’ll do our best to help.

Payments

Do you offer Cash on Delivery (COD)?

Yes — Cash on Delivery is available nationwide.

What payment methods do you accept?

You can pay by Cash on Delivery or use the secure online payment options available at checkout.

Returns & Replacements

What is your refund policy?

We operate on a replacement-only basis — we do not offer cash refunds. Eligible issues are resolved with a replacement. See our full Refund Policy for details.

I received a damaged or defective item — what do I do?

Please notify us within 48 hours of delivery with clear photos of the issue, and we’ll verify and arrange a replacement.

I received the wrong item — what do I do?

Contact us within 7 days of delivery and we’ll arrange for the correct item to be shipped.

How do I request a replacement?

Email sales@derma.pk or WhatsApp +92 320 5999650 with your order number, a description of the issue, and clear photos. Our team replies within 1–2 business days. Please don’t return any item before getting authorization from our team.

Which items can’t be returned?

For hygiene and safety, opened or used products and used personal-care items can’t be returned (unless they were defective on arrival). Items returned without prior authorization may not be accepted.

Products & Prescriptions

Are your products authentic?

Yes. derma.pk is a licensed pharmacy (Drug Sale License No. 05-352-0066-113523P) and we supply 100% authentic products sourced directly from brands and authorized distributors.

Do I need to upload a prescription for prescription medicines?

No upload is required. Prescription items are dispensed under qualified pharmacist supervision. If our pharmacist needs any clarification, our team will reach out to you.

Are prescription or compounded products returnable?

Prescription and compounded/dispensing products are non-returnable once dispensed, unless there is a verified error on our part (wrong product, incorrect formulation, or a quality defect).

Is your content reviewed by experts?

Yes — our clinical content is reviewed by Pakistani-registered pharmacists and dermatologists, so you can shop with confidence.

Contact & Support

How can I contact you?

Email: sales@derma.pk
WhatsApp / Phone: +92 320 5999650
Address: 48/38 Quaid Commercial, Sector E, Bahria Town, Lahore, Pakistan

What are your support hours?

Our team is available Monday to Saturday, 11:00 AM – 6:00 PM.

 

What should you know before placing an order?

 

 

Our Pakistan delivery FAQ is designed to help customers understand the ordering process, shipping expectations, and delivery coverage before they place an order. We aim to make every step simple and clear, from selecting products to confirming your shipping details. Before checkout, always review your address carefully, including city, area, and contact number, to avoid delays. Delivery times may vary depending on your location and product availability, so it is helpful to check the estimated timeline provided at checkout. If you are ordering during busy seasons or public holidays, processing may take a little longer. Knowing these basics helps create a smooth and reliable shopping experience.

 

 

How does delivery tracking and order status work?

 

 

Once your order has been processed and shipped, you can usually track its progress through the provided tracking details or order status updates. This makes it easier to follow your package from dispatch to final delivery. If you do not receive tracking information right away, it may mean your order is still being prepared or handed over to the courier. In most cases, tracking updates become active after the shipment is scanned by the delivery partner. Keeping your phone available is important, because courier teams may call before arrival. If the status stays unchanged for too long, customer support can help check the latest update and guide you accordingly.

 

 

What if your delivery is delayed, missed, or needs support?

 

 

Delays can happen for several reasons, such as weather conditions, traffic, address issues, or courier network congestion. If your package is delayed, the best first step is to review the tracking details and confirm that your shipping information is correct. A missed delivery attempt usually means the courier could not reach you or your location at the scheduled time, so it may need a reattempt or pickup arrangement. If you need help, contact support with your order number and any available tracking information. Clear communication helps speed up resolution and reduces stress. Our Pakistan delivery FAQ exists to answer common concerns and help customers feel informed at every stage of delivery.

 

 

Which areas are covered and what delivery options are available?

 

 

Delivery coverage may depend on your city, district, and service availability, but many major and selected regional locations are supported. When placing an order, check whether your area is included in the delivery zone to avoid checkout problems. Some products may also have different shipping methods depending on size, weight, or destination. Standard delivery is often the most common option, while faster shipping may be available for select locations or items. If you live in a remote area, delivery can take longer than usual. Reading the service details before ordering helps set the right expectations. For the most accurate information, always review the shipping notes shown on the product or checkout page.