PAYMENT POLICIES

Cash On Delivery (COD) (within Pakistan Only)

• It is available for orders across the country. If you’re ordering from outside Karachi, please note that delivery charges must be paid in advance.
• When your order arrives, you’ll need to pay the specified amount in cash to the courier. This amount will be indicated on the airway bill attached to the sealed parcel.
• For your peace of mind, we recommend cross-verifying your order number with the one in your confirmation email.
• Rest assured, there are no additional charges for Cash on Delivery orders.

Online Payments - Credit Card / Debit Card (Local & International Orders)
We provide secure online payment options for both local and international orders. Our payment gateways are authenticated and verified using 3-D Secure, an additional security layer for credit and debit card transactions.
When making a payment through Bank AlFalah’s gateway, you can use VISA, MASTER, or Alfa Wallet.
If you prefer Habib Bank Limited’s gateway, you’ll have the option to pay with VISA, MASTER, or HBL Konnect.
𝐍𝐎𝐓𝐄: 𝟐.𝟓% 𝐛𝐚𝐧𝐤 𝐜𝐡𝐚𝐫𝐠𝐞 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚𝐩𝐩𝐥𝐢𝐞𝐝 𝐭𝐨 𝐩𝐚𝐲𝐦𝐞𝐧𝐭𝐬 𝐦𝐚𝐝𝐞 𝐯𝐢𝐚 𝐝𝐞𝐛𝐢𝐭 𝐨𝐫 𝐜𝐫𝐞𝐝𝐢𝐭 𝐜𝐚𝐫𝐝, 𝐰𝐡𝐢𝐜𝐡 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐛𝐨𝐫𝐧𝐞 𝐛𝐲 𝐭𝐡𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫.

Online Payment via Internet Banking:

1. Log in to your internet banking app, regardless of the bank you use.
2. Add us as a beneficiary by entering our official account details.
3. Specify the payment amount and submit the transaction.
4. Remember to save the payment transfer screenshot.
5. Send the screenshot to our official WhatsApp number: 0321 8757240

Bank Details for Advance Payment:

• Bank Name: Bank Alfalah
• Account Title: Surmawala.pk
• Account Number: 5589-5001159230
• IBAN: PK15ALFH5589005001159230

If you choose to pay using Payfast, a secure payment gateway, you will be redirected to make payments via the following credit/debit cards and banking options:

1. VISA
2. MasterCard
3. EasyPaisa
4. Jazzcash
5. UnionPay
6. Paypak

For bank account transfers, please follow the instructions for the respective banks:

• Bank Alfalah: Enter your 14-digit account number.
• Allied Bank: Ensure that your account is activated for this service. Call ABL Helpline at 021-111-225-225 to activate your local e-commerce service.
• Habib Metro Bank: Enter your 19 or 20-digit account number or 24-character alphanumeric IBAN.
• Askari Bank: Enter your 13-digit bank account number (omit the leading ‘0’).
• Faysal Bank: Enter your 14-digit or 16-digit account number.
• Bank Islami: Enter your 15-digit account number.
• Bank Al Habib: Provide your 17-digit account number or 24-character alphanumeric IBAN.
• Meezan Bank: Ensure online banking is enabled with Meezan Bank and enter your 11-digit or 14-digit bank account number.
• Summit Bank: Enable online banking with Summit Bank and enter your 12-digit or 20-digit account number.
• Al Baraka Bank: Enter your 13-digit account number.
• Muslim Commercial Bank (MCB): Ensure your account is activated for e-commerce services. Call MCB Helpline at 042-111-222-642 to activate.
• Bank of Khyber: Enter your 14-digit or 16-digit account number.
• NRSP Microfinance Bank: Enter your 16-digit account number.
• JS Bank: Enable online banking with JS Bank and enter your 10-digit account number.
• Samba Bank: Enter your 10-digit account number.

SUPPORT

Here’s some important information regarding our support services:

1. Exchanges or Returns: If you need to exchange or return a product, our regular Exchange Policy applies. Please refer to our policy for details.
2. Chargebacks: In case of any chargebacks, we recommend contacting your bank for assistance. They can guide you through the process and help resolve any payment-related issues.
3. Contact Us:
   • UAN: 021 111 178 762 (Mon to Thu & Sat – 10am – 5pm)
   • Email: info@surmawala.pk
4. Refunds: If you’re awaiting a refund, please allow 1 to 5 working days for the process to be completed.
5. For debit and credit card payments, the verification process may take up to 3 working days. In some cases, especially for suspicious transactions, it might take longer. Once the verification is complete, your orders will be promptly dispatched.
6. For payments made through IBFT or payment gateways like PayFast (which includes easypaisa, jazzcash, Upaisa, PayPak, UnionPay, and bank accounts), as well as Bank Alfalah Checkout and HBL Checkout, we require customers to share a payment transfer screenshot via our WhatsApp number, email, or Facebook and Instagram chat.
7. The verification of the screenshot and payment settlement may also take up to 3 working days, or occasionally more in rare situations.
8. Make sure that your ecommerce and online payments are active call your bank’s helpline to ensure.
9. If an order is paid using a debit or credit card and the customer later requests a cancellation and refund due to a change of mind, the bank charges incurred during the transaction will not be refunded.

Feel free to reach out if you have any further questions or need assistance. We’re here to help!