1 – GENERAL
1.1. SOHO by Maria is a Pakistan-based fashion brand specialising in contemporary eastern wear. This Shipping & Handling Policy governs the dispatch, shipping and delivery of products purchased through our online store.
1.2. This policy outlines our procedures regarding order processing, shipping charges, delivery timelines, tracking, customs clearance and the handling of delivery-related concerns.
1.3. At SOHO by Maria, we are committed to providing a reliable shopping experience and work with third-party logistics providers to ensure the safe and timely delivery of our products.
1.4. By placing an order through our website, customers acknowledge the shipping and delivery terms outlined in this policy, subject to applicable consumer protection laws.
2 – TERMS OF SHIPPING AND DELIVERY
2.1. Dispatch and Delivery Timeline
We partner with third-party logistics service providers to manage the shipping and delivery of orders.
Estimated delivery timelines may vary depending on product availability, delivery location, order volume and courier operations.
Where applicable, estimated dispatch or delivery timelines will be communicated on the product page, during checkout or through order confirmation.
While we make reasonable efforts to dispatch and deliver orders within the communicated timelines, unforeseen circumstances may occasionally cause delays.
For delivery-related enquiries, please contact our customer service team through WhatsApp at +92 326 655 5527 or email info@sohobymaria.com.
2.2. Information for Delivery
To ensure accurate and timely delivery, customers are required to provide complete and correct information, including:
Full name.
Shipping address.
Billing address, where applicable.
Contact number.
Email address.
Relevant landmarks or delivery instructions, where necessary.
Customers are responsible for verifying their delivery information before completing an order.
SOHO by Maria will not be responsible for delivery delays or failed attempts directly resulting from incorrect or incomplete information supplied by the customer.
Additional shipping charges arising from address corrections, failed deliveries or re-dispatch requests may be payable by the customer.
2.3. Delivery Attempts
Our courier partners will attempt delivery according to their standard operating procedures.
If a delivery attempt is unsuccessful due to the customer’s unavailability, incorrect address, refusal to accept the parcel or inability to establish contact, the courier may attempt delivery again or return the shipment to the sender.
Additional delivery charges may apply to subsequent attempts or re-dispatches where the failed delivery was attributable to the customer.
If an order is returned to SOHO by Maria following repeated unsuccessful delivery attempts, the customer may be required to pay the applicable re-shipping charges before the order is dispatched again.
2.4. Delay in Delivery
Although we strive to ensure timely delivery, delays may occur due to circumstances including:
Courier operational disruptions.
Weather conditions or natural disasters.
Public holidays.
Political or civil disruptions.
Road closures or transportation restrictions.
Customs clearance procedures.
Other circumstances beyond our reasonable control.
Where we become aware of a significant delivery delay, we will make reasonable efforts to communicate the revised delivery status to the customer.
Customers experiencing delivery delays may contact our support team for assistance.
2.5. Actions of Delivery Personnel
SOHO by Maria works with third-party courier partners to fulfil deliveries.
While delivery personnel operate under their respective service providers, customers are encouraged to report any concerns involving delivery conduct, mishandling or delivery discrepancies directly to SOHO by Maria.
We will coordinate with the relevant courier partner to investigate reported concerns and seek an appropriate resolution.
2.6. Tracking Information
Once an order has been dispatched, tracking information will be provided where supported by the courier service.
Tracking details may be communicated through SMS, email, WhatsApp or other available channels.
Customers may also contact our customer service team to request the tracking details of their shipment.
Please note that tracking updates are managed by third-party courier providers and may occasionally experience technical delays or temporary inaccuracies.
2.7. Delivery Charges – Pakistan
Delivery charges within Pakistan are calculated based on the destination, shipment details and applicable courier rates.
Any applicable delivery charges will be communicated during checkout before the order is confirmed.
Additional charges may apply for remote locations, special delivery requirements or re-dispatches resulting from customer-provided information or unsuccessful delivery attempts.
2.8. Delivery Charges – International
Where international shipping is available, delivery charges are calculated based on the destination, shipment weight and applicable courier rates.
Unless expressly stated otherwise, international shipping charges do not include customs duties, import taxes or other charges imposed by the destination country.
Such charges are the responsibility of the customer and may be collected by the courier company or relevant authorities before or upon delivery.
2.9. Customer Responsibility for Customs Clearance
For international orders, customers are responsible for complying with the customs and import regulations of the destination country.
This includes providing any necessary documentation and paying applicable import duties, taxes or clearance charges.
SOHO by Maria is not responsible for delays caused by customs inspections or clearance procedures beyond its reasonable control.
Any customs penalties or additional charges arising from inaccurate information or failure to comply with applicable import requirements may be payable by the customer, where legally appropriate.
3 – GOODS OR SERVICES NOT RECEIVED
3.1. Definition
A “Goods Not Received” situation refers to circumstances where a customer has not received an order within the expected delivery period or where a shipment is marked as delivered but the customer disputes receipt.
This may include:
Orders that have not arrived within the estimated delivery period.
Shipments that are lost during transit.
Parcels marked as delivered but not received by the customer.
Failed or disputed delivery attempts.
3.2. Eligibility
Customers who place an order with SOHO by Maria may report delivery-related concerns and request an investigation.
All claims will be assessed using the available order information, courier tracking records and supporting documentation.
3.3. Delivery Address and Confirmation
Orders are dispatched to the shipping address provided by the customer during checkout.
Our courier partners may use electronic delivery confirmation, recipient information, delivery photographs, one-time passwords, signatures or other methods to verify successful delivery.
The type of delivery confirmation available may vary depending on the courier provider and destination.
SOHO by Maria may request and review available proof of delivery when investigating disputed deliveries.
3.4. Confirmation of Dispatch
Where tracking is available, a tracking number will be issued once the shipment has been handed over to the courier provider.
The tracking number serves as confirmation of dispatch and enables customers to monitor the shipment’s progress.
Confirmation of dispatch does not, by itself, constitute proof of successful delivery.
3.5. Reporting Timeframe
Customers are requested to report missing or disputed deliveries within 7 working days of the expected delivery date or the date on which the shipment is marked as delivered, where reasonably possible.
Working days exclude weekends and public holidays.
Prompt reporting enables us to coordinate with courier partners while relevant delivery records and information remain readily available.
This reporting timeframe does not limit any statutory rights available to customers under applicable law.
3.6. Reporting a Missing Delivery
To report a missing or disputed delivery, customers should contact:
Phone/WhatsApp: +92 326 655 5527
Email: info@sohobymaria.com
Please provide:
Order number or purchase reference.
Customer name and contact information.
Delivery address.
Tracking number, if available.
Description of the delivery issue.
Any relevant communication with the courier provider.
3.7. Missing Delivery Disputes
SOHO by Maria follows reasonable procedures to verify dispatch and investigate missing delivery claims.
Where a parcel is reported missing, we may coordinate with the courier provider to review:
Shipment tracking history.
Delivery attempt records.
Available proof of delivery.
Recipient confirmation details.
Courier communication records.
Any other relevant evidence.
Where courier records indicate successful delivery, SOHO by Maria may request additional information from the customer to assist with the investigation.
A shipment marked as delivered will not automatically be considered a fraudulent or invalid claim. Each dispute will be assessed on its individual circumstances and supporting evidence.
If an investigation confirms that the order was delivered to the correct recipient or an authorised person at the specified address, SOHO by Maria may decline a request for replacement or refund, subject to applicable law.
If the investigation establishes that the parcel was lost, misdelivered or not successfully delivered due to circumstances attributable to SOHO by Maria or its courier partner, an appropriate resolution will be provided.
Customers retain their rights to raise legitimate payment disputes and pursue remedies available under applicable law.
3.8. Contactless Delivery
Our courier partners may offer contactless delivery or electronic confirmation methods for customer convenience.
Where a physical signature is not obtained, delivery may be verified through other available records, including electronic confirmation, recipient details, delivery photographs or courier documentation.
Such records may be considered during a delivery investigation.
3.9. Customer Responsibility
Customers are responsible for providing accurate delivery details and making reasonable arrangements to receive their orders.
Customers should:
Ensure their shipping address is complete and accurate.
Provide an active contact number.
Remain reasonably available during delivery attempts.
Respond to courier communications where necessary.
Report delivery discrepancies promptly.
Avoid sharing delivery verification codes with unauthorised individuals.
If a parcel is delivered to an incorrect address supplied by the customer, additional charges for recovery or re-dispatch may apply.
SOHO by Maria will review such circumstances individually and assist where reasonably possible.
3.10. Investigation Process
Upon receiving a missing delivery complaint, our customer service team will review the available information and coordinate with the courier provider where necessary.
The investigation may involve:
Verification of the order and shipping details.
Review of courier tracking information.
Examination of delivery confirmation records.
Communication with the courier service.
Requests for additional information from the customer.
Internal review of the circumstances surrounding the shipment.
Customers will be informed of the investigation outcome once sufficient information has been obtained.
Where a delivery failure attributable to SOHO by Maria or its courier partner is verified, the resolution may include locating and completing delivery of the parcel, arranging a replacement or issuing an appropriate refund.
3.11. Further Assistance
For any additional assistance regarding shipping, delivery timelines, tracking information or missing orders, please contact our customer service team.
SOHO by Maria
Phone/WhatsApp: +92 326 655 5527
Email: info@sohobymaria.com
We aim to acknowledge customer complaints within 2 business days and make reasonable efforts to resolve delivery-related concerns promptly.
4 – CHANGES TO THIS POLICY
4.1. SOHO by Maria reserves the right to update or modify this Shipping & Handling Policy from time to time.
4.2. Any changes will be published on our website and will apply prospectively, subject to applicable law.
4.3. Customers are encouraged to review this policy periodically for updates.
4.4. Nothing in this policy is intended to exclude or restrict any statutory rights available to customers under applicable consumer protection laws.