2.1 Dispatch and Delivery Timeline:
We partner with third-party logistics service providers to handle shipping and delivery. Our products are predominantly made-to-order; therefore, the delivery time for each product may vary. To check the delivery timeline for any specific product, please visit the product page on our website. If you have any specific queries concerning order delivery time, please contact our team via email at info@berosha.com.
Please note that the delivery timeline provided is subject to change due to unforeseeable circumstances and should be considered a general indication.
2.2 Information for Delivery:
To ensure timely delivery, we collect specific information, including your name, shipping address, billing address, landmarks, contact details, etc. It is your responsibility to provide accurate information. We shall not be liable for delivery failures or delays due to incorrect information.
2.3 Delivery Attempts:
After the initial delivery attempt, we will contact the cardholder via their registered email address or phone number. If the cardholder allows for a second attempt, additional charges may apply for subsequent attempts.
2.4 Delay in Delivery:
Although we strive for punctual delivery, delays can arise due to logistical challenges, weather conditions, political disruptions, or unforeseen circumstances. We are committed to keeping you well-informed about any delays and the anticipated next delivery date. All communications regarding delays will be documented on the appropriate channel, ensuring you are aware of these communications. In the event of any disputes, these communications can serve as evidence.
2.5 Actions of Delivery Personnel:
We engage reputable delivery partners; however, we are not liable for acts or omissions of delivery personnel. Any disputes between you and delivery personnel must be resolved independently. 2.6 Tracking Information:
After your order is processed, you will receive a unique tracking ID for real-time monitoring of your order. The tracking ID will be sent to you via SMS on your registered phone number and/or email on your registered email address. Additionally, if you communicate with us through other channels, such as WhatsApp or social media, we can provide the tracking ID upon request on those channels. Please note that while we make reasonable efforts, tracking information may experience time lags or encounter technical difficulties beyond our control.
2.7 Delivery Charges – Pakistan:
We offer free delivery on all orders nationwide in Pakistan.
2.8 Delivery Charges – International:
International delivery charges at Berosha are calculated based on the destination and weight of your shipment, ensuring transparency in your shipping costs. Please note that the initial purchase price and the overall shipping cost during checkout do not include duties and taxes. These additional fees, such as customs duties, import taxes, and other levies imposed by the destination country, are separate and the responsibility of the customer. These fees, if applicable, will be collected by the relevant authorities at the time of delivery.
2.9 Customer Responsibility for Customs Clearance and Delays:
Customers are responsible for any merchandise held by the customs agency of their country. While we make every effort to ensure smooth customs clearance, it is the customer’s responsibility to comply with customs regulations and provide any necessary documentation required for clearance. Any charges, fines, or delays due to customs processing are the sole responsibility of the customer and will not be covered by Berosha.
GOODS/SERVICES NOT RECEIVED
3.1 Definition:
A ‘Goods and Services Not Received’ situation refers to circumstances where a customer does not receive the ordered goods or services within the expected timeframe or as described in the purchase agreement. This can include instances such as failed delivery attempts or non-receipt of goods despite successful delivery confirmation.
3.2 Eligibility:
This policy applies to all orders placed with us. Any customer who makes a purchase is eligible for this policy regarding ‘Goods and Services Not Received’ situations.
3.3 Delivery Address and Confirmation:
Goods will be dispatched to the shipping address provided by the customer during the order placement process. Our delivery process is contactless, and we do not provide a physical sign-off as proof of delivery. However, proof of delivery is provided by our third-party delivery partner. This proof of delivery includes the sender and receiver details. In case of any dispute, we will provide this proof of delivery as evidence.
3.4 Confirmation of Delivery:
We will issue a tracking number for your parcel, which serves as confirmation that the goods have been dispatched to the provided shipping address.
3.5 Timeframe:
Customers must report a ‘Goods and Services Not Received’ issue within 7 working days from the expected delivery date. Working days exclude weekends and public holidays. 3.6 Reporting:
To report a ‘Goods and Services Not Received’ issue, customers must contact our customer service team via email at info@berosha.com.
3.7 Missing Delivery Disputes:
We follow rigorous processes to ensure that goods are not missed out during the shipping process. Our commitment to customer satisfaction extends to assisting customers in locating their missing items should such a situation arise. However, by accepting these terms, the cardholder absolves the merchant from responsibility for missing deliveries. The tracking number serves as evidence of dispatch, and no credit card dispute can be raised for a missing delivery. In case of non-receipt or delivery-related issues, please contact the designated courier company responsible for the delivery of your order.
3.8 Contactless Delivery:
Our delivery process is designed to be contactless, prioritizing the safety and convenience of our customers. The absence of a physical sign-off does not diminish the validity of the delivery process, as the tracking number serves as a digital confirmation.
3.9 Customer Responsibility:
It is the customer’s responsibility to ensure the accuracy of the shipping address provided during order placement. By accepting these terms, the cardholder acknowledges and agrees to promptly communicate any discrepancies or issues related to the delivery directly to the courier company, absolving the merchant from liability.
3.10 Investigation:
Upon reporting a ‘Goods and Services Not Received’ issue, customers must contact our customer service team with the order number, a description of the issue, and any relevant documentation such as tracking numbers or delivery confirmations. Our team will internally review the provided information, maintain clear communication with the customer, and take appropriate action. We will communicate the outcome of the investigation and strive to ensure customer satisfaction.
3.11 Further Assistance:
For any additional assistance regarding your delivery, please contact our customer service team at info@berosha.com.