Frequently Asked Questions

Our user-friendly website lists hundreds of products in many different categories. Just browse, choose and add your selected product to the cart. Put your details and check out by selecting a payment method. You will receive a confirmation email and call from our team shortly.

The cart allows you to review your selection, make sure everything is okay, make some changes before ordering if needed, see the final price and the total amount. You will access it every time you click on "Buy a product" or on "Cart" at the top of the page.

You can log in through:

•	Your email 

•	Facebook 

•	Google + 

Go to ‘Your Account’ and ‘Order History & Details’.

You can place your order with us without having an account. But if you make an account with us, it will allow you to order easily without having to fill in your details every time you shop with us.
You will also receive benefits such as order tracking, regular updates about offers and discount codes.

As we are primarily an online retailer therefore you can only order online. It is fast, convenient and safe. Plus, you get a larger variety of products. In uncertain conditions for instance if your internet crashes, then you may call our customer support team and order via telephone.

Once you've placed your order, you will receive an order confirmation email containing your order number. You will also receive a confirmation call from our team shortly.
Once our team has procured your order from the distributor you will receive a second email to update you when your order is on its way to you.
Lastly, when your parcel is dispatched, we will send a third email to you.
If an email does not appear to have been received, please check your spam folder.

Definitely! You may change the order until you receive a confirmation call from our customer representative. After you receive a confirmation call, you will not be able to make changes to your order.

Yes! If in case you want to cancel your order after placing it, you will need to make sure that you cancel it before shipment. Once you receive an email saying that the order has been shipped, you won’t be able to cancel it.

Prices keep changing in an online store based on demand, response, season and trend. In this case, we will not refund the difference.

We may have sent your items in separate parcels, so please check your emails to see if any of your items will be arriving separately.
If that’s not the case, please contact us on (021) 111 329 224.

We accept the following payment methods:
• Cash on Delivery
• Debit Card / Credit Card POS Swipe on Delivery (For Karachi only)
• Debit Card / Credit Card online payment
• Bank Transfer
• Easypay

No, we do not have the service to pay in installments.

No, the prices are final and inclusive of all taxes.

There are two ways to pay through easypay.
1. Payment at Shop (OTC)
2. Through Easypay Mobile Account (MA)
You can find the tutorial and a video for both these payment methods on the “payment” section after you have proceeded to checkout. Make sure to select easypay from the methods provided.

Yes ! We offer 15% discount on all orders paid for with Meezan Bank, 10% on UBL and Standard Chartered Debit/Credit Cards. You can avail only one discount at a time.

After you proceed to checkout and enter your shipping details, you will be asked for payment details. Therein, you will have to enter the first 6 digits of your credit/debit card. If you have a Meezan / UBL / Standard Chartered Bank debit or credit card, our system will recognize it and make you eligible for a 15% or 10% discount.

The first step would be to wait for about 10 seconds as the internet connection may have temporarily slowed down or our server may be facing heavy traffic, causing the delay. If it still doesn’t work, then try reloading your web page. Our system is programmed to automatically give a discount whenever it recognizes a Meezan / UBL / Standard Chartered Bank Debit or Credit Card, therefore you will receive it. For further assistance you can always call our customer support at (021) 111 329 224.

When you reach the final stage of order placement and submit your order, we will immediately contact your bank or card issuer for authorization to take payment from your account.

Yes! Any details you share with us are completely safe. We use industry standard encryption systems that ensure that no one will be able to read your details in the case of an interception.

The first step would be to try the process again as sometimes the server may be facing technical difficulties. If it does not work still, please contact our customer service at (021) 111 329 224.

We have experts in our team for each category listed on our website. Please don't hesitate to contact us and we'll try our best to help you.

You can set a notification update on that product and we will let you know once it becomes available.

If a current product is out of stock, instead of “Buy Now”, you will see an option of “Notify me when available”. Just click on that!

We procure all our products directly from the company. We make sure that they are authentic and 100% genuine. Any product that does not meet our quality requirements is replaced before being delivered to our customers.

We deliver to all cities of Pakistan.

We don’t have a delivery service out of Pakistan as yet, but it is something that we are looking into.

Delivery for orders above 2,000 PKR is free. For orders below 2,000 PKR, delivery charges are 200 PKR all over Pakistan.

For customers availing bank discounts via card payments, delivery charges will still apply for a discounted price below 2,000 PKR.

Our delivery details can be found below.
You will receive the order after 4-8 working days of shipment.
You will also get a tracking ID message/Email for COD shipments. For orders that don’t have COD as the payment method, you will receive a call for the tracking ID.

Deliveries can be made any time between 9.00am and 9.00pm.

Our delivery team will always call you before delivering and confirm your availability.
If it’s delivered by a courier company, they may leave the parcel with a guard or neighbor.
If not, they will leave a card saying they tried to deliver and instructions on how to contact them for rescheduling your package delivery.

Yes, a signature is needed when an order is received in order to keep a record for future reference

Yes! You can have your parcel delivered to another address. When you place your order, you will be asked for both your permanent address as well your mailing address. Your order will be delivered to your mailing address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organization in the address field.

We ask if you could patiently wait up to 4-8 working days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can.
If you have still not received your order after this time, please contact us stating your order number and we will solve this issue as soon as possible.

For your security, we won’t be able to change the delivery address after order placement.

Yes! Just make sure to put your company’s name and contact person’s name clearly in the address.

In Karachi

• If incase you are not satisfied with the order that you received or you feel that the product is not genuine, you can reach us through email or through our customer support helpline.
• The supplier will then provide you with a verification of the product’s authenticity and its functionality.
• If you are still not satisfied the supplier will give you your cash back.
• Secondly, if there is a fault with the product such that the seal is broken or the product is damaged, you can contact us through email or telephone.
• Once verified, our rider will come and collect the package from you and an email will be sent to you with a voucher.
• The voucher will be of the amount that you spent on your faulty item which will be deducted from your next purchase at well.pk.

Out of Karachi

• For returns out of Karachi, the same conditions for verification apply i.e. you will have to send us photographs of the damaged product as soon as it arrives.
• You can send us back your parcel through your own shipping which will later be credited to your account along with the cost of the product.
• For orders for supplements and kitchen appliances, if there is a fault such that the seal is broken, we will replace the product with a new one. You can send us a picture of the receipt for your shipping cost and we will credit that amount to your account.

*Please note that it is necessary that you send us pictures so that we may verify that there indeed is damage
*For all above mentioned returns, please make sure that the product is shipped back in its original packaging.

It depends on the volume of your shipment. Please send us a receipt of the shipping cost that you paid and we will credit it to your account.

You can return your orders within a week of it being delivered.

Unfortunately, we cannot exchange your product. If it is damaged then you can return it through a suitable process from the ones mentioned above.

It takes around 20 days to process a return.

We will send you an email as soon as your parcel arrives back at our office with all the details of payment back and estimated days. You will also receive a call from our customer services department.

We reserve the right to refuse a return due to damage or upon grounds of hygiene. Beauty products are not included in the returns policy due to hygiene requirements. The product should be unused and the seal should be intact in order to be eligible for a return.

Simply click the ‘Forgot your password?’ link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems.

First, make sure you are entering correct details from the card carefully. Then contact your bank to ensure there are no problems in your account or from the bank. If problem persists, contact us here and we will investigate further.

As we are a dedicated online retailer, we do not have a shop.

Please fill in the Contact Us form, or
email us at info@well.pk or call us at 111-329-224 .

Please inform us via email or by calling our customer support. We are always willing to expand our product range.