FAQs

MY ACCOUNT

DO I NEED TO HAVE AN ACCOUNT TO SHOP WITH YOU?

No, you don’t need an account to shop with us but setting up an account will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account at the checkout page

HOW DO I SIGN UP/CREATE AN ACCOUNT AT CELINA.PK?

Please click here on ‘Sign in’ followed by ‘Create an account and fill in your personal particulars. If you experience any difficulty, kindly call our customer service and we will be pleased to assist you.

I FORGOT MY PASSWORD, HOW CAN I RETRIEVE IT?

Please click on ‘Forget password’ which is available on the ‘Sign In’ page. Enter your email address and click on “Submit”. A set of instructions to reset your password will be sent to your registered email. After your credentials have been verified, you will be able to create a new password.

HOW CAN I EDIT/UPDATE MY ACCOUNT DETAILS?

Please 'Sign In' and you will be able to edit/update your particulars.

HOW CAN I EDIT/UPDATE MY SHIPPING AND BILLING ADDRESS DETAILS?

Please 'Sign In' and you will be able to edit/update your particulars in your account and save them for future orders. If you wish to change the delivery address for a placed order, please contact our Customer Service immediately at our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat). We will make the requested changes if the order has not been dispatched.

WHAT ARE THE BENEFITS OF SIGNING UP FOR AN ACCOUNT?

By signing up an account at www.celina.pk, you will be able to access and manage your account information easily. This includes:

Changing your password
Updating your billing or shipping address
Checking your order status
Viewing your complete order history
Updating Address book

ORDER

HOW CAN I PLACE AN ORDER?

In order to place an order with CELINA.PK, you will be required to:

Sign in to your online account
Shop for the items you want
Add the items to your Shopping Cart
Proceed to checkout
Enter billing and shipping information
Provide payment information
Review and submit your order
Check your order status

HOW WILL I KNOW IF CELINA.PK HAS RECEIVED MY ORDER?

After you place your order, you will receive an acknowledgement e-mail from CELINA.PK (contact@celina.pk) to confirm that your order/s have been well-received. However, do note that orders will only be shipped when your credit card payment has been approved, and in the case of COD orders, your billing and delivery address will be validated. Alternatively, you may check the status of your order through “My Account”.

I DID NOT RECEIVE ANY SALES ORDER SUMMARY, WHAT DOES THAT MEAN?

A sales order summary is an auto-generated e-mail where CELINA.PK acknowledges the order you placed. You should receive this order summary within 15 minutes of placing your order (please make sure that the e-mail is not sent to your junk folder). If you did not receive an order summary within 15 minutes after placing your order, this means that we have not received your order and no payment has been received by CELINA.PK. You are then required to make a new order. Alternatively, you may sign in to your account to access the order history to check whether your order has been received by us.

THERE’S A MISSING ITEM IN MY ORDER, WHAT SHOULD I DO?

If there is any missing item(s), please contact at our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk

HOW WILL I VIEW MY ORDER DETAILS AND HISTORY?

Please sign in to 'My Account’ to view your order history. Click on the order you wish to view to see the details.

HOW DO I TRACK MY ORDER STATUS?

The order tracking status will be emailed to you. If you wish to know more about the order status, you may please follow the tracking link.

AM I ABLE TO TRACK MY ORDER?

Yes, when we dispatch your order for delivery you will receive a tracking link via email AND OR SMS. Once you receive this tracking link, you can check the delivery status of your shipment.

CAN I CANCEL MY ORDER?

You can cancel your order anytime before it has been dispatched. For cancellation please contact us at our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk

Unfortunately, we are unable to cancel an order once it has been dispatched. We do our best to ensure fast delivery and it would be advisable to check your order before placing it. A refusal at the door will automatically require you to pay in advance for your next order with CELINA.PK

CAN I AMEND MY ORDER?

You can amend your order as long as it has not been dispatched. To modify your order please contact us at our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk

Unfortunately, we are unable to amend an order once it has been dispatched.

CAN I ADD ITEMS TO AN EXISTING ORDER?

Yes, it is possible to combine orders or add items to an existing order before your order has been dispatched. To modify your order please contact us at our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk

MY ORDER WAS CANCELLED DUE TO ONLINE SECURITY, HOW CAN I GET MY MONEY BACK?

We regret that your order was cancelled due to Online Security Measures. This is a security measure to prevent fraudulent transactions from going through and to protect our customers from being victims of fraudulent activities. However, please note that we have not captured any payment from you when we cancel your order, hence, the amount will not be charged to you. If charged, the amount will be reversed back to the card that was used. In case your bank statement says there is a charge on your account, then please share the transaction reference at our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk so we can double-check it. If we’re still unable to find the transaction then you will have to contact your bank for it.

I TRIED TO CHECK OUT AND THE ITEM IN MY SHOPPING CART DISAPPEARED?

Placing an item in your shopping cart does not guarantee your purchase of the item. Until you have completed the checkout process, another customer may purchase the item. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

WHEN I PLACE AN ITEM IN MY SHOPPING CART, IS THE ITEM PLACED UNDER MY RESERVATION?

Placing an item in your shopping cart does not guarantee your purchase of the item and does not mean that the item is reserved for you. Until you have completed the checkout process, another customer may purchase the item.

ONLINE SECURITY

WHAT IS ONLINE SECURITY FRAUD SCREENING?

Online Security Fraud screening is A CELINA.PK initiative as a preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorised and fraudulent dealings.

WHY SHOULD I SEND YOU MY PERSONAL INFORMATION?

Due to the high risk of credit card fraud, CELINA.PK may request additional information for payment verification. We will not be able to process your orders if we do not receive the required documents. In order to avoid delays with your order, we suggest that you scan the documents and share them at our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk so that they are clearly legible. Alternatively, you may take a clear photo of the documents requested, if scanning is not available.

IS MY PERSONAL INFORMATION KEPT SECURED?

All relevant pieces of information submitted by our customers will be kept secure and confidential. Only limited and authorised personnel have the right to access this information. At no point will we share, rent or sell your personal information without your consent.

WILL I RECEIVE AN ONLINE SECURITY EMAIL EVERY TIME I PLACE MY ORDER AT CELINA.PK?

Online Security is meant for every order; however, the verification process is ideally for one-time verification purposes. In your next or future purchase(s), if you are using another credit card or using other account information such as billing address or shipping address, your order may still be subject to Online Security verification again.

I RECEIVE AN ONLINE SECURITY EMAIL FROM YOU; WILL I STILL RECEIVE MY ORDER WITHIN THE STANDARD DELIVERY TIMELINE?

Depending on how fast you have responded to the Online Security email and the validity of the submitted documents, your order may or may not experience delivery delays. However please note that once we received your documents, we will try to process the order at the earliest.

WHAT IF I FAIL TO RESPOND TO YOUR EMAIL WITHIN THE PERIOD GIVEN, WILL MY ORDER STILL BE PROCESSED?

Failure to respond to the Online Security verification process within the timeline given will result in automatic order cancellation. We regret to inform you that if we do not receive any response to the online security verification within the given timeline, your order will be cancelled automatically.

SHIPPING RESTRICTIONS

ARE THERE ANY RESTRICTED AREAS?

Currently, we are unable to ship to any PO Box, military, protected area/location. Shipping charges for failure of attempted delivery to the restricted areas will be borne by the buyer. Please note that we are unable to publish all the restrictive measures imposed by your country of delivery as this is dependent on your country’s customs and restrictions. Before making any purchase, we encourage you to check with your local customs on their regulations. You might want to ask about the restriction on:

Any limit on the quantity to import the items
Any limit on the value to import the items
Restrictions to the material that you are interested to purchase
Tax and duties you need to pay for importing the items

If for some reason, there are any items that cannot be exported and/or imported into your choice of delivery destination, you might still be able to checkout and pay for the items to be delivered. In such cases, the shipper bears no responsibilities to ship the items due to non-delivery e.g. shipping charges incurred on sending to the intended delivery destination, and for the intended delivery, the destination to return the goods to CELINA.PK will be bared by the buyer.

UNDELIVERABLE PACKAGES

CELINA.PK believes all our online shoppers are responsible shoppers and have a strong interest in our products. However, due to negligence and irresponsible acts from a minority of shoppers, our delivery agents may deem a package undeliverable for one or more reasons. Under such circumstances, the customer is responsible to pay for ALL incurred taxes and the shipping charges for attempted delivery and the returned shipping charges. Refunds after deduction for the chargeable shipping charges and taxes shall then be returned to the credit card used for the purchase. This check is to stress the importance of accurate delivery of information.

WHAT HAPPENS IF AN INCORRECT ADDRESS IS PROVIDED FOR THE DELIVERY?

If the address is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the country in the provided shipping address field. To remove an outdated or incorrect address from your account, please log on to your online account. If no one is available at the delivery address to receive the products, the delivery agent will return the products to CELINA.PK

HOW IS THE DELIVERY PROCESSED?

Most of our delivery agents make two attempts to deliver a parcel and they might require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. The delivery agents will attempt to contact the recipient at the given contact number to rearrange delivery. However, this may be unsuccessful if the contact number is unreachable. Please indicate country code and area code clearly when placing an order. If the recipient failed to receive the package after the delivery agent’s delivery attempts, the package will be returned to CELINA.PK

WHAT SHOULD I TAKE NOTE OF WHEN THE ORDER IS INTENDED AS A GIFT?

If a recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. You may wish to let the recipient know that a surprise is on the way. The buyer will bear un-deliverable package charges.

DELIVERY DATES

IS THERE A GUARANTEED DATE ON WHICH I WILL RECEIVE MY ORDER?

Currently, we are unable to guarantee a delivery date. The delivery period is subject to payment authorisation, fraud screening and availability of stocks. On some occasions, we may request some form of payment verification or source the best available piece from within our storage locations in order to fulfil your shipment. If you need to receive the items urgently, we suggest you contact our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk

We will try our utmost to place your order on priority.

RETURNS AND EXCHANGE

I RECEIVED A DEFECTIVE ITEM, WHAT SHOULD I DO?

Defective items can only be returned to CELINA.PK Office, subject to the item being returned must be in its original condition with the original tags and tickets within 7 days of delivery. It is important that customers check their outfits upon delivery to avoid any damage.

The sale or discounted items can only be exchanged for size and cannot be refunded, in case of unavailability of size, an item exchange will be offered.

I RECEIVED AN INCORRECT ITEM, WHAT SHOULD I DO?

If an incorrect item is received, we suggest you contact our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk

International orders cannot be returned or exchanged.

TECHNICAL DIFFICULTIES

I RECEIVE AN ERROR WHEN PLACING MY ORDER, WHAT WENT WRONG?

Kindly do send a screenshot of the page where you experience the error, or a copy of the error message at contact our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk

PRICING ON CELINA.PK

IS THE PRICING POLICY THE SAME AS RETAIL STORES?

Please note that the pricing policy differs for each delivery destination and country. In very rare cases, there might be price errors and CELINA.PK shall not be liable for any errors in the pricing of items purchased online from us. If there are any changes, the customer care team will contact the buyer before proceeding with the order.

All prices displayed are not inclusive of any shipping charges, or duties. Shipping charges will be computed and shown on the checkout page after the shipping mode is selected. However, we are offering Free Shipping above Rs. 3,000 within Pakistan.

Certain countries attract custom duties & taxes which vary from country to country. The final price in the invoice total is inclusive of govt taxes and exclusive of duties that may be applied and as such are payable by the buyer.

PRICE ADJUSTMENTS

Any form of price adjustment to orders is not applicable.

PROMOTIONS

WHAT KIND OF PROMOTIONS WILL CELINA.PK HAVE?

On some occasions, CELINA.PK may introduce special promotions and discounted items on the website, as a limited-time offer or while stocks last basis. We might also issue special coupons and vouchers which you can use for your future orders. However, we would like to inform you that no price adjustment in any form will be provided for previous orders.

WHAT ARE THE TERMS AND CONDITIONS FOR PROMOTIONS?

All promotions on the website are subject to terms and conditions. Every promotion may comprise different terms and conditions and we suggest you read, understand and agree to all the terms before utilising the promotion tools. Promotions include but are not limited to discount coupons, discount vouchers, bundle buys, complimentary gifts with your purchase or free shipping. Promotions are always set within a time frame and with an expiry date.

WHAT HAPPENS IF THE PROMOTION THAT I WOULD LIKE TO HAVE HAS EXPIRED?

All promotions on the website are subject to terms and conditions. We are unable to allow you to use any promotion that has expired.

WHAT IS THE DIFFERENCE BETWEEN PROMOTIONS AT CELINA.PK AND IN RETAIL STORES?

CELINA.PK may run exclusive online promotions that are not available in retail stores.

ONLINE SAFETY AND SECURITY TIPS

WHAT SHOULD I TAKE NOTE OF AS AN INTERNET USER AND ONLINE SHOPPER?

Here at CELINA.PK we concerned about the safety and security of our customers. We have placed a number of technological protections in place to ensure that our transaction process is extremely safe and that our customers' information is secure. Additionally, we take a number of steps to help ensure that our third-party seller platforms are safe and that our sellers are of the highest quality.

CELINA.PK has developed the following guidelines to help ensure that your online shopping experience is safe and secure.

PROTECT YOUR PASSWORDS

If using a public computer or terminal, always log out when you complete an online session.
Keep your passwords private. Remember, anybody who knows your password may access your account.
When creating a password, use at least 6 characters, preferably alphanumerical. If possible, please include characters in both upper and lower case.
Do not use dictionary words, your name, e-mail address, or other personal information that can be easily obtained. It is also recommended that you frequently change your password.
Avoid using the same password for multiple online accounts.

BE WARY OF UNSOLICITED E-MAIL AND TELEPHONE CONTACTS

CELINA.PK will never e-mail or call a customer and ask that they disclose or verify their account password, and full credit card number/image, for completion of an order. Such information should only be submitted when completing an order online, contacting CELINA directly at our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk, or when making updates to My Account. If you receive a suspicious e-mail with a link to update your account information, do not click on the link, instead, go directly to www.celina.pk and then to your account.

If you are contacted by, or receive an unsolicited e-mail from an unknown entity, and are asked to confirm or provide your password or personal or banking information, disregard the request and contact us at our WhatsApp Helpline +92 318 4523807 (10 AM to 5 PM, Mon-Sat) OR alternatively send us an email at contact@celina.pk

Please note, that we may need partial details of your card and national ID card picture to confirm your identity where our system asks us to check for fraudulent cases. We will never ask for complete card information.

DISCLOSURE OF INFORMATION

CELINA.PK does not sell, rent or trade to third parties any personal information you provide to us online, nor do we give such information to third parties except to the other CELINA Group of companies, or to third parties with whom we contract to assist us in maintaining and organising our customer information in order that we may fulfil promotional offers and communicate with you. We do not authorise those third parties to make any other use of your information. From time to time, when we offer sweepstakes, contests or promotions, or when another company joins in a promotion or contest with us, participants may be asked to provide certain personal information in order to participate. Information provided by customers who choose to participate may be used by us and by any company offering the contest or promotion to notify winners or to fulfil the promotional offers. When you choose to participate in any sweepstakes, contests or promotions, or request to receive an e-mail, promotional offers or product updates, you give us permission to use your personal information for marketing and promotional purposes. We may also use and share with other companies aggregated information about your demographics and your use of our website in a manner that does not reveal your personal identity. At times, your personal demographic and user information may be combined with data from third parties and disclosed in an aggregated form.

FORCE MAJEURE

No delay or failure in performance by CELINA.PK shall constitute default here under or give rise to any claim for damages if, and to the extent, such delay or failure is caused by Force Majeure. Force Majeure is an occurrence

beyond the control and without the fault or negligence
which CELINA.PK IS unable to prevent or protect against by the exercise of reasonable diligence, including acts of God or public enemy, expropriation or confiscation of facilities, changes in applicable law, war, acts of terrorism, rebellion, civil disturbances, sabotage, riots, floods, or unusually severe weather; fire explosions or other catastrophes; strikes or any other concentrated acts of workers or other similar occurrences
and of such intensity or gravity as to prevent the performance of its obligation for the time being. The user agrees that if CELINA.PK is delayed in the performance of the work by Force Majeure, the user will promptly notify CELINA.PK The user shall use all reasonable efforts to mitigate the effects of a Force Majeure event forthwith and without any delay.

LIABILITY FOR VERIFICATION, IDENTITY

CELINA.PK shall not be responsible for investigating, identifying, screening, verifying the credentials and/or the identity of, or any information whatsoever provided by, a person purchasing any product(s) or making payment(s).

LIMITATION OF LIABILITY

You agree and acknowledge that CELINA.PK shall not be liable and shall in no way be held responsible for any loss or damage due to negligence, willful misconduct, act or omission that may arise/carried out.
Under no circumstances shall CELINA.PK be liable to the user or any third party for indirect, incidental, consequential, special or exemplary damages, arising from the products or any other provision of this terms and conditions, such as but not limited to, loss of revenue or anticipated profits or lost business, costs of delay, services delay or liabilities to third parties arising from any source.
CELINA.PK has no obligation to attempt to monitor or regulate the quality, suitability or content of the products and you agree to not hold CELINA.PK liable in the event of any claims with respect to problems with the Products.

INDEMNITY

The user agrees, at his/her own expense, to indemnify, defend and hold harmless CELINA.PK, its subsidiaries and affiliates, and any of their directors and employees, representatives and/or agents against any claim, suit, action or other proceeding brought against them by you or a third party, to the extent that such claim, suit, action or other proceeding brought against such person is based on or arises in connection with any action of CELINA.PK includes but is not limited to:

A violation of the terms and conditions hereof by CELINA.PK
Any use of the services provided by CELINA.PK
Any misrepresentation or breach of representation or warranty made by CELINA.PK