Shipping & Delivery
Each label ships its own pieces, on its own courier. That is why one order can arrive as several parcels — and what to do when one of them goes wrong.
Last updated: 25 August 2026 · Operated by Chemical X Corp · Governed by the laws of Pakistan
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One order can arrive in several parcels
If your bag has items from three labels, three warehouses pack three parcels and three couriers deliver them, usually on different days. Nothing has gone wrong. Your order page tracks each one separately.
1.Who actually ships your order
Kaprayy does not hold stock and does not run a delivery service. When you order, each brand receives its part of the order, picks and packs it in its own warehouse, and hands it to the courier it has a contract with.
This matters when something goes wrong, because the courier is the brand’s courier and not yours — you have no contract with them and no practical way to make them do anything. So do not chase the courier. Tell us, and we take it up with the brand and the courier on your behalf. The Terms of Service set out how responsibility is split.
2.How long it takes
Brands dispatch within 1 to 2 working days of an order, and the courier does the rest.
| Where | Usual time after dispatch |
|---|---|
| Karachi, Lahore, Islamabad and Rawalpindi | 2–4 working days |
| Other cities and towns | 3–7 working days |
| Remote and newly served areas | Up to 10 working days, and some postcodes are not served at all |
These are estimates, not promises
The windows above are the brands' own estimates, passed on to you unchanged. They are not a term of your contract and we do not guarantee them. We would rather tell you that plainly than promise a date we have no way to hold a courier to.
Working days exclude Sundays and public holidays. Expect longer around Eid, on sale weekends, and in periods of heavy rain or disruption, when courier networks in Pakistan slow down considerably.
3.What delivery costs
Delivery is set by each brand and is shown in your bag before you pay — never added afterwards.
- Where a bag contains several brands, each brand's delivery charge is listed against its own items, so you can see what you are paying and to whom.
- Cash on delivery carries a flat Rs 200 handling fee, which is what the courier charges to collect and remit cash.
- Some brands offer free delivery above a spend threshold. That threshold is per brand, not across your whole bag, because each brand ships separately.
- Prepaying by card or wallet avoids the cash-on-delivery fee entirely.
4.Tracking your parcels
As soon as a brand hands a parcel over, its tracking number appears on your order page and we send it to you. Each parcel tracks separately.
Tracking is fed to us by the courier and can lag by several hours, particularly overnight. A number that shows nothing yet usually means the parcel has been booked but not yet scanned at the first hub.
5.When it arrives
Two minutes at the door saves a week of claims.
- Look at the parcel before you accept it. If the packaging is torn, soaked or has clearly been opened, you can refuse it — and you should.
- On a cash-on-delivery order you pay the courier before opening. Most couriers in Pakistan do not permit opening before payment; that is their rule, not the brand's.
- Open it the same day if you can. The clock in the returns policy runs from delivery.
- Photograph anything that looks wrong before removing tags. A photograph settles a damage claim immediately; a description of a photograph you did not take does not.
Tell us within 48 hours if it arrived damaged
Damage in transit is much easier to prove against a courier early. You still have the full 7 days under the returns policy, but the first 48 hours is when the evidence exists.
6.Late, missed or lost
It is running late
Tell us once a parcel is 5 working days past its estimate and we will open a trace through the brand. Most late parcels are sitting at a hub and move within a day of being chased.
Nobody was in
Couriers normally attempt delivery up to three times and will usually call first. Keep the phone number on your order reachable — an unanswered phone is the single most common reason a parcel goes back.
After three failed attempts a parcel is returned to the brand. On a prepaid order you are refunded, less the delivery charge where the failure was not the courier's fault. On cash on delivery nothing has been paid, but repeated refusals may mean we ask you to prepay in future.
It says delivered and it is not here
Tell us within 48 hours. We ask the courier for the delivery record — the signature, the timestamp, the location. If delivery to you cannot be evidenced, you are refunded in full.
It is genuinely lost
If a courier confirms a parcel is lost, or cannot account for it within 7 working days of a trace being opened, we refund you in full. Recovering that from the courier is the brand's business and ours, not yours.
7.Addresses and areas we cannot reach
Please check your address before you pay. Most failed deliveries in Pakistan fail on an address or a phone number rather than on a courier.
You can change an address only until the brand dispatches the parcel — after that the courier holds it and we cannot redirect it. Tell us immediately if you spot a mistake.
Kaprayy delivers within Pakistan only. We do not ship internationally, and no brand on the platform ships abroad through us. Some remote postcodes are not served by the couriers our brands use; where that applies, checkout will tell you before you pay rather than after.
8.Risk, ownership and disruption
Risk in the goods passes to you when they are delivered — not when they are dispatched. Anything that happens to a parcel in transit is the brand's and the courier's to answer for, not yours.
Ownership passes when the brand has been paid in full, which happens when we receive your payment as its collecting agent.
Where delivery is prevented by something genuinely outside anyone’s control — flooding, a strike, a network shutdown, an act of government — the brand is not in breach for the period it lasts. We will tell you what is happening, and if it cannot be resolved in a reasonable time you are refunded in full. Write to [email protected] and we will sort it out.
Something here unclear, or something gone wrong with an order? Write to [email protected]. For anything formal, see the notices section above — and the help centre has the quicker answers.