🛍️ Ordering & Account Questions

How do I place an order?

Placing your order is quick and secure!

• New Customers:

  1. Choose your desired product(s) and select the correct size.

  2. Click 'Add to Cart'.

  3. Proceed to the 'Checkout'.

  4. Follow the simple instructions to complete your secure online payment.

• Existing/Returning Customers:

  1. 'Log in' to your account using your email address and password.

  2. Select your desired product(s) and select the correct size.

  3. Click 'Add to Cart'.

  4. Proceed to the 'Checkout'.

  5. Follow the instructions to complete your secure online payment.

  6. Tip: Don't forget to 'Sign out' once you've finished shopping to ensure your online security!

Need assistance? You can also call our friendly Customer Service Team at +92 321 3566666 or email us at customer.care@vanya.pk to place an order over the phone.

How do I find items on the website?

We make it easy to discover what you love!

• Browse: Simply click on a 'category' at the top of the screen, then choose a 'sub-category' to explore the collection.

• Search: Use the 'search' function on the website and type in the product code or a brief description of the item you're looking for.

How do I register on the website? Why should I?

New customers can register easily using the email address and password of their choice.

We highly recommend registering because it helps you:

• 🔔 Stay Informed: Be the first to know about special offers and exclusive discounts.

• 📦 Track Orders: Keep a close eye on your order(s) from confirmation right through to delivery.

No email? No problem! Please call the Customer Service Team at +92 321 3566666 or email customer.care@vanya.pk to place your order by phone instead.

What if I forget my password?

Don't worry, it happens!

1. Click on 'Sign Up/Sign In' at the top of the page.

2. Enter your email address and request a 'Password Reminder'.

3. You will receive an email with a link to securely reset your password.

📦 Shipping & Delivery

How long will it take to get my order?

It's coming, we promise! We focus on shipping your order as quickly as possible.

• Processing Time: Delivery normally takes 12-15 working days.

• Operating Hours: We ship orders from Mondays through Friday during office hours only. We do NOT operate on public holidays.

• Important Note: Occasionally, due to unforeseen events or high demand after new releases, delays may occur. We appreciate your patience and will keep you informed every step of the way! (For complete details, refer to our Shipping policy)

What if my order does not arrive within the specified delivery time?

While we try our absolute best to deliver within the set timeframe, sometimes delays occur due to unforeseen events (like public holidays, bad weather, or courier network issues).

If the specified timeframe has expired, please contact our Customer Service Team at +92 321 3566666 or via customer.care@vanya.pk.

• We can also assist if you fill out the 'Online Contact Form'.

• We will commence an investigation to locate your order and provide tracking if possible. Please allow seven (07) working days for this investigation to conclude.

↩️ Changes & Returns

Can I cancel my order?

Once orders are placed on the website, they are processed and dispatched very quickly.

Unfortunately, once the order has been confirmed, we are unable to amend or cancel it. The order will be sent to you as placed. You will then need to return the entire order for a refund. (For complete details, refer to our Order Cancellation policy)

There is an item missing from my order, what do I do?

Though all parcels are carefully checked before dispatch, sometimes an item can be missed.

Please contact our Customer Service Team immediately at +92 321 3566666 or via customer.care@vanya.pk.

• We will investigate the query (which may take a few days).

• If necessary, we will arrange for the missing item to be sent again.

• Suggestion: Since our stock sells quickly, we recommend that you reorder the item as soon as possible to avoid disappointment!

I have received an incorrect item in my order, what do I do?

We aim for perfection, but occasionally we fall prey to human error.

Upon receiving an incorrect item:

1. Use the 'Go to My Account' option to obtain a returns number.

2. Send the incorrect item back to us.

3. We will either refund you or send you the correct item, provided we still have the product and size in stock.

4. Quick Tip: Since our stock sells quickly, you may want to re-order the correct item immediately to ensure you get it!

🙋 Still Need Help?

I am experiencing problems trying to place an order!

We're here to help you shop!

Please use the 'Live Chat' facility on our website, or contact our Customer Service Team at +92 321 3566666 or via customer.care@vanya.pk for immediate assistance