FAQs

Frequently Asked Questions (FAQs) - Online Thrift Store Pakistan

Your Questions Answered

Welcome to our FAQ page! We've compiled answers to the most common questions about shopping at Online Thrift Store (OTS) Pakistan. Can't find what you're looking for? Contact us at help@onlinethriftstore.pk or WhatsApp: +923117440444.

About OTS & Our Products

1. What is Online Thrift Store (OTS)?

OTS is Pakistan's premium online thrift store specializing in authentic UK-imported pre-loved branded clothing, shoes, and accessories for women. We offer high-quality secondhand fashion at affordable prices, making branded fashion accessible to everyone in Pakistan.

2. What does "thrift" or "pre-loved" mean?

Thrift or pre-loved means the items have been previously owned and worn. They're secondhand clothes in excellent condition that we carefully source from the UK. Think of it as high-quality "landa" but with authentic branded items and quality guarantee.

3. Are your products really from the UK?

Yes, 100%! All our items are genuinely imported from the United Kingdom. We source authentic branded clothing from UK high streets and bring them to Pakistan. No local replicas, no fake brands.

4. What brands do you sell?

We carry popular UK brands including:

  • GAP
  • Primark
  • F&F (Tesco)
  • Shein
  • Anya Madsen
  • Next
  • H&M
  • Zara
  • New Look
  • And many more!

Our inventory changes regularly with new arrivals.

5. Is everything secondhand?

Yes, the majority of our items are pre-loved (secondhand). However, we occasionally have "Premium Plus" items that are new with tags or have never been worn. Each product listing clearly states the condition.

6. How do you ensure quality?

Every item goes through a strict quality inspection process. We only stock items in:

  • Premium Plus: Like new or new with tags
  • Premium: Excellent condition, minimal wear
  • Excellent: Good condition, light use

Any defects are disclosed in the product description. We reject items that don't meet our quality standards.

7. Are the items authentic?

Absolutely! We guarantee 100% authenticity. All brands are genuine, not replicas or fakes. If you receive a counterfeit item, contact us immediately and we'll resolve it.

Shopping & Ordering

8. How do I place an order?

It's simple:

  1. Browse our collections
  2. Select your size and add to cart
  3. Proceed to checkout
  4. Fill in your shipping details
  5. Choose payment method (COD or Online)
  6. Confirm your order
  7. Wait for our verification call/SMS

9. Do I need to create an account?

You can checkout as a guest, but creating an account helps you:

  • Track orders easily
  • Save shipping addresses
  • View order history
  • Get exclusive offers
  • Faster checkout next time

10. How will I know if my order is confirmed?

After placing an order, our team will contact you within 24 hours via:

  • Phone call
  • WhatsApp message
  • SMS
  • Email

We'll verify your details and confirm product availability. Your order is officially confirmed after this verification.

11. Can I modify or cancel my order?

Yes, but only BEFORE shipment. Contact us immediately at +923117440444 if you need to:

  • Change items
  • Update address
  • Cancel order

Once shipped, modifications aren't possible, but you can use our exchange policy after delivery.

12. What payment methods do you accept?

We offer two payment options:

Cash on Delivery (COD):

  • Pay when your order arrives
  • Available across Pakistan
  • No advance payment needed

Online Payment:

  • Bank transfer
  • Debit/Credit card
  • Mobile wallets
  • Payment verified before shipment

13. Is online payment safe?

Yes! We use secure payment gateways with SSL encryption. We never store your credit card information. Your financial data is completely protected.

14. Can I pay with a credit card?

Yes, we accept major credit and debit cards through our secure payment gateway.

Pricing & Promotions

15. Why are your prices so low?

Because items are pre-loved! Secondhand clothing costs much less than new, but our items are still high quality and barely used. You're getting authentic branded fashion at 60-80% off retail prices.

16. Are prices negotiable?

Our prices are fixed and already heavily discounted. We don't negotiate on individual items. However, watch for:

  • Seasonal sales
  • Promotional offers
  • Discount codes
  • Bundle deals

17. Do you offer discounts?

Yes! We regularly offer:

  • Free shipping on orders over Rs. 3,000
  • Seasonal sales
  • Email subscriber discounts
  • Special promotions (check our website and social media)

18. Can I use multiple discount codes?

Typically, only one discount code can be used per order unless explicitly stated otherwise.

Shipping & Delivery

19. Do you deliver all over Pakistan?

Yes! We deliver to every city and town in Pakistan via Post Ex courier service, including:

  • Major cities (Karachi, Lahore, Islamabad, Faisalabad, etc.)
  • Smaller cities
  • Remote areas

20. Is shipping free?

Yes, for orders over Rs. 3,000!

For orders under Rs. 3,000, standard shipping charges apply (calculated at checkout).

21. How long does delivery take?

  • Major Cities: 3-5 business days
  • Other Cities: 5-6 business days
  • Remote Areas: 6-8 business days

Timeline starts after order shipment, not placement.

22. How can I track my order?

Once shipped, you'll receive:

  • Tracking number via SMS/Email
  • Post Ex tracking link
  • WhatsApp update with tracking details

You can track your parcel in real-time through the Post Ex website or app.

23. What if my order is delayed?

Delays can happen due to:

  • Weather conditions
  • Public holidays
  • Courier service issues
  • Remote locations

If delayed, we'll inform you immediately. Contact us anytime for updates at +923117440444.

24. What if I'm not home during delivery?

The courier will:

  • Call you beforehand
  • Attempt delivery 2-3 times
  • Leave a notice if unable to deliver
  • Hold package at local office for pickup

Ensure someone is available or provide alternate contact details.

Sizing & Fit

25. How do I know my size?

Every product listing includes detailed measurements:

  • Chest/Bust
  • Waist
  • Length
  • Shoulder
  • Sleeves (for tops/coats)

Tip: Measure a well-fitting garment you own and compare with our measurements.

26. Are sizes UK or Pakistani?

Sizes are UK sizing (UK 8, 10, 12, etc.). We provide measurements in inches so you can compare regardless of sizing system.

27. Do you have a size chart?

Yes! General size conversion:

  • UK 8 = Pakistani Small
  • UK 10-12 = Pakistani Medium
  • UK 14-16 = Pakistani Large
  • UK 18+ = Pakistani XL+

However, always check actual measurements as brands vary.

28. What if the item doesn't fit?

We provide exact measurements to prevent sizing issues. However, if an item doesn't fit:

  • You can exchange within 3 days
  • Rs. 200 return shipping applies
  • Item must be unworn and unwashed
  • Fill our return/exchange form first

Note: We don't offer refunds for sizing issues since measurements are provided.

Returns & Exchanges

29. Can I return or exchange items?

Yes! We have a 3-day exchange policy. You must:

  1. Fill our online return/exchange form
  2. Contact us within 3 days of delivery
  3. Return item in original condition (unworn, unwashed)
  4. Pay Rs. 200 return shipping

30. How do I request an exchange?

Follow these steps:

  1. Fill the Return/Exchange Form [link]
  2. Contact us via WhatsApp/Email: +923117440444 or help@onlinethriftstore.pk
  3. Wait for approval
  4. Ship item back (we'll provide address)
  5. Receive store credit/coupon code

31. Do you offer refunds?

Refunds are only for:

  • Damaged items
  • Severely misdescribed items
  • Defective products

Refunds are NOT given for:

  • Sizing issues
  • Change of mind
  • Color variations
  • Normal wear consistent with condition

All approved refunds are store credit, not cash.

32. How long does the exchange process take?

10-15 working days from when we receive your returned item. This includes:

  • Item inspection
  • Approval processing
  • Coupon code generation

33. Can I exchange for a different item?

Yes! Once your return is approved, you'll receive a store coupon code. Use it to purchase any item on our website within 30 days.

Product Condition & Quality

34. How can I trust the condition of items?

We provide:

  • Clear condition grading (Premium Plus, Premium, Excellent)
  • Multiple product photos from different angles
  • Detailed descriptions of any flaws
  • Honest assessment of wear

We also encourage customers to ask questions before purchasing.

35. Will items have stains or damage?

Items in Premium Plus and Premium condition have no visible stains or damage. Excellent condition items may have very minor signs of use, which we always disclose in the product description.

36. Are items cleaned before selling?

Yes! All items are inspected and cleaned. However, we recommend washing items again before wear as a standard practice with any clothing purchase.

37. Do items smell?

No. All items are properly cleaned and stored. There should be no unpleasant odors. If you receive an item with an odor, contact us immediately.

Account & Privacy

38. Is my personal information safe?

Yes! We take data protection seriously:

  • Secure SSL-encrypted website
  • We never sell your data
  • Compliance with privacy laws
  • Secure payment processing

Read our full Privacy Policy for details.

39. Will you spam me with emails?

No! We only send:

  • Order confirmations and updates
  • Optional marketing emails (you can unsubscribe anytime)
  • Important policy updates

You control your email preferences.

40. How do I delete my account?

Contact us at help@onlinethriftstore.pk with the subject "Delete Account" and we'll process your request within 30 days.

Sustainability & Ethics

41. Why should I buy secondhand?

Buying secondhand:

  • Reduces textile waste
  • Lowers environmental impact
  • Saves money while getting quality
  • Promotes circular economy
  • Reduces demand for fast fashion

Fashion can be stylish AND sustainable!

42. How does thrifting help the environment?

Every thrifted item means:

  • One less item in a landfill
  • Reduced water and energy consumption
  • Lower carbon footprint
  • Less chemical pollution from manufacturing

You're making an eco-friendly choice!

Customer Service

43. How can I contact customer service?

Multiple ways to reach us:

📧 Email: help@onlinethriftstore.pk
📱 Call/WhatsApp: +923117440444
💬 Live Chat: Available on website
📱 Social Media: Instagram, Facebook

Response Time: Within 24-48 hours

44. What are your customer service hours?

[Insert your business hours] Example: Monday - Saturday, 10:00 AM - 7:00 PM (PKT) Closed on Sundays and public holidays

45. I'm not getting a response. What should I do?

If you haven't heard back within 48 hours:

  • Check your spam/junk folder for emails
  • Try contacting via WhatsApp (+923117440444)
  • Send a follow-up message
  • Call during business hours

We strive to respond quickly but high order volumes can sometimes cause delays.

Technical Issues

46. The website isn't working properly. What should I do?

Try these solutions:

  • Clear your browser cache and cookies
  • Try a different browser
  • Check your internet connection
  • Try on mobile if using desktop (or vice versa)
  • Contact us if the problem persists

47. I can't complete checkout. Help!

Common solutions:

  • Ensure all required fields are filled
  • Check that your address is complete
  • Verify payment method is valid
  • Disable browser extensions that may interfere
  • Try a different device

Still having issues? WhatsApp us: +923117440444

48. My discount code isn't working. Why?

Check if:

  • Code is typed correctly (case-sensitive)
  • Code hasn't expired
  • You meet minimum purchase requirements
  • Code applies to items in your cart
  • You're not trying to combine multiple codes

Still not working? Contact us with the code details.

Special Requests

49. Can I request specific brands or items?

While we can't guarantee specific items (stock is limited and unique), you can:

  • Follow us on social media for new arrivals
  • Sign up for email notifications
  • Message us with your preferences
  • Check back regularly for fresh stock

50. Do you offer wholesale or bulk orders?

For bulk orders or business inquiries, contact us at help@onlinethriftstore.pk with details about:

  • Quantity needed
  • Preferred items/categories
  • Budget
  • Purpose (retail, event, etc.)

We'll discuss options and pricing.

51. Can I visit your physical store?

We're currently an online-only store. All shopping is done through our website for convenience. This helps us keep prices low and serve customers across Pakistan!

52. Do you have gift cards?

Currently, we don't offer gift cards, but you can purchase a store coupon or share your referral code with friends!

Still Have Questions?

We're here to help! Contact us anytime:

📧 Email: help@onlinethriftstore.pk
📱 WhatsApp: +923117440444
🌐 Website: www.onlinethriftstore.pk

Follow us on social media for:

  • New arrivals
  • Flash sales
  • Style tips
  • Customer reviews

Instagram: [Your handle]
Facebook: [Your page]
TikTok: [Your handle]

Online Thrift Store Pakistan
Your Questions Answered | Shop Smart | Dress Better

Premium UK Branded Fashion | Affordable Prices | Sustainable Choices