Will you share my information with anyone?
Rest assured, we do not wish to be given sensitive information with regards to your contact details and payment information as we will NEVER compromise on data protection.
We also take pride in NOT sharing the information with our delivery team based across Pakistan without your express permission .
Do I have to register before ordering from Windsormart?
No, registration is optional so you don’t have to register if you would prefer not to, although it is free and there are benefits in doing so.
I've forgotten my login, can you send a reminder?
Yes, use our forgotten login form to have an instant reminder sent to your email address. If you have since changed your email address please contact us giving your name and address, and we will look up your account and remind you of your login.
I have changed my email address, how do I update my registered details?
Login from the homepage and click on the ‘My Account’ link at the top right of the screen. You can update all of your personal details here including your email address, address, phone number and even your login.
I registered but did not receive my verification email, what do I do?
To complete the registration process we send an automated email. This email should be with you within a few minutes of registering. If you do not receive it, first check your spam folder as it may have been accidentally caught in there.
If you still cannot find the email, contact us by email (Office hours: 9am – 6:30pm PST, Monday – Saturday) and tell us your name and username. We can activate your account manually and will check that your email address is correctly entered.
With what web browsers can I use Windsormart?
Our website has been designed to work with modern desktop, tablet and mobile browsers. However, we advise that using outdated browsers will compromise your experience.
To get the best experience from the website, we advise that you have Javascript enabled.
How can I check to see if a product has a 'Best Before' date?
Occasionally you will see an item in Windsormart with our short date icon. This brings to your attention those products with relatively short best before dates.
Short dated items are typically crumpets, cakes or muffins which are all suitable for freezing when they arrive with you.
Please note the difference between Best Before date and Use By date: Foods with a longer shelf life or those unlikely to be a health risk are labelled with a BEST BEFORE date. Perishable foods which are likely to be a health risk after a short time are labelled with a USE BYdate.
Can I place my order over the Facebook, Instagram and Twitter?
We are able to take orders over social media including Facebook as we very focused on customer services however to protect our customers details, we would ask to you give us the consent to input your data on our system.
Can I add to an order once it has been placed?
We pride ourselves on the speed at which we get your order on its way to you so once an order has been placed you cannot add to it as it slows down our dispatch time. However you can instantly place another order and it will be counted as a separate order.
How do I earn Reward Points?
To earn reward points you must register first, and then be logged in while you place an order.
At this moment in time , we are updating our ” Reward Points” section so stay tuned and soon you will have exclusive access to our deals and offerings.
I have a business can I still place an order?
Yes there is no limit on the size of your order. We also aim to launch a wholesale website if you would prefer to buy in cases or pallets there is a min order of RS 100,000 on . You can register your interest by emailing us.
Will my chocolate items be safe going to Pakistan in Hot weather?
Purchasing chocolate or confectionery destined for areas with hot climates is done so at your own risk. However we will ensure that we follow best practises and will advise you accordingly when you place your order.
Can I buy alcohol on your site?
We DO NOT sell any Alcoholic Beverages.
Are my credit card details safe when using this website?
Absolutely, we use SagePay to process our online transactions using their 100% secure encrypted payment screens. Windsormart does not store any card details.
How Pre-Order works?
There are many Pre- Order products available on the website and we continue to increase the listing . You can simply select the Pre-Order item as a normal product and your shipment is guaranteed once you pay 60% of the value . Once our depot receive the shipment in Pakistan , you will be asked to pay the remaining amount and your order will be with you within 24-48 hours anywhere in Pakistan.
Can I request items not listed in the shop?
Yes, we have a “Dil Maange More” tab on the home page so simply complete the form and we will shop the product at a best price for you. We will do our very best to add the product to the shop within 24 Hours. Don’t forget to Include your email address or you contact number and we will let you know when the item has been added and is available to buy.
Is there a minimum or maximum order size?
There is no minimum or maximum order size and there is no limit on weight however we advise you to place maximum order at once so it shall give you minimum shipping costs from UK .To help you get the best value for your order’s shipping cost, you can always chat to us on Facebook or email us and we will revert with the best possible scenario for you.
Can I send an order to an address that differs to where my bank account is registered?
Yes, we allow this and on checkout you can specify a different billing address to your shipping address. This is useful if you want to send a parcel to friends or family somewhere in Pakistan.
Do you have Cash On Delivery facility?
You can only avail this facility once you have placed minimum 5- Orders with minimum worth of Rs 100,000 with us within consecutive 60 days.
How do I quickly place a repeat order?
You must be registered first. There is a way to place a repeat order. When logged in you can view your order history within ‘My Account’, and select to add the items from an old order to your shopping basket.
Alternatively you have the option to contact us and we will do that for you with your express permission.
You can view both your order history, and the contents of your basket within ‘My Account’.
How many product lines do you sell on the website overall?
We stocks over 50 brand products. The total number fluctuates as we add new items and product ranges. With seasonal variations such as Eid and Holiday Season we can have more.
If the product you want is not available, please use our “Dil Maange More” tab and we will do our best to add it to the website within 24 hours.
Can I use more than one discount at a time?
No, you can only use one type of voucher code, discount or cash in reward points against an order. We only permit one type of discount per order.
I thought Shipping charges shall be flat, why Windsormart has different shipping charges to its competitors?
It’s not a mistake, the reason for this is that the volume, weight and packaging are all taken into account when calculating your shipping charges.
And that’s exactly why we are different from our competitors . Our competitors may charge a flat fee for shipping but they will seldom beat us on price so rest assured, we will NEVER charge you a Flat Shipping rate for 5-10 working days delivery time as we promise to beat their Delivery time to your doorstep.
For example, a product from The Body Shop may weigh only 50 Grams but can cost up-to Rs 3000 so it’s shipping value must be calculated on the basis of its weight and not on the price value . A tin of baked beans on the other hand is compact and heavy but its price value is much lesser than a lipstick or eye brush, so its shipping may surprise you however we have tested and tried that this method will work out better for our customers.
You can be assured that we do everything we can to maximise your saving in terms of Time and Cost to give you the best possible value for your money.
How can I optimise my order for cost effective delivery?
We offer a unique system to help you get the best value for shipping. In the shopping basket you will see delivery charges are calculated on the basis of product weight and volume, which, at a glance, indicates how much will it cost you to order each and individual. If your order value is more than RS 25,000 – We will be able to work out a best delivery option which won’t be able to any other customer. Please ensure if you planning to place this type of order then you contact us through messenger or email so we can offer you a best possible deal on shipping.
How long will it take for my order to arrive?
- Orders are delivered to most destinations within 24-48 hours for express deliveries, 3 to 5 working days for economy post. Deliveries to certain hilly areas in North and/or North Western Pakistan may take between 7 and 12 working days however in this situation before accepting your order we will inform you.
- Pre-Order items take 6 to 8 weeks depending on how long Customs take to clear your goods. UK weekends and Bank holidays being classed as non-working days.Please note that during peak times such as the lead up to Christmas, high order volumes and busy couriers can increase dispatch times. Please make allowances for such busy periods and order in plenty of time.
When will I receive my delivery tracking email?
- Orders are dispatched straight away within Pakistan, if placed before 1200 HRS , at which point we will send you an email with details of when to expect your parcel(s) . If for any reason we cannot dispatch your order within 48 hours, we will contact you on the third working day by email explaining the reason for this and giving an estimated date for dispatch.
- Pre-Orders items are dispatched straight away from UK, if placed before 1200 HRS , at which point we will send you an email with details of when to expect your parcel(s) . If for any reason we cannot dispatch your order within 48 hours, we will contact you on the third working day by email explaining the reason for this and giving an estimated date for dispatch.
Where do you deliver?
- We deliver across Pakistan however this is subject to security clearance of the area and natural disasters. We take our promises seriously and will never accept an order(s) if we are not 100% sure if we can deliver your parcel(s) safely.
Will I have to pay any extra costs at customs?
We ensure that you DO NOT have to pay for the customs however, as customs guidelines can vary from time to time so we will keep updating you for regular updates on our social media pages.
Will my order be insured?
All of our deliveries are fully insured, and we have a dedicated customer service team to make sure that every delivery gets to it’s destination on time.
We guarantee that any breakages will be refunded. (We require photographic evidence of all breakages for a refund to be given) and must be reported within 2 hours of successful delivery.
You can shop safe in the knowledge that your expertly packed order will arrive on time, every time. That’s our shipping promise.
How do I track my order?
Once your order is dispatched you will receive a dispatch email. This will contain the details of your desired courier option.
What happens if I miss my delivery?
A card should be left by the delivery agent and they will either re-attempt delivery or deliver to the local office or parcel depot. However any extra charges incurred by the courier must be payable by yourself so we always advise to liaise with our customer service team for successful delivery at the very first time.
Is my delivery insured?
Yes all of our deliveries are fully insured.
What payment methods do you accept?
We will be accepting all major debit and credit card types including MasterCard, Visa, Visa Debit, Visa Electron, and Maestro. However at this moment in time we are only accepting direct bank transfer due to increased number of traffic on our website.
Do you have Cash on Delivery facility?
You can only avail this facility once you have placed minimum 5- Orders with minimum worth of Rs 100,000 with us within consecutive 60 days.
What is your Return Policy?
Returns are only acceptable if the product is damaged and it is not your fault . All of our deliveries are fully insured, and we have a dedicated customer service team to make sure that every delivery gets to it’s destination on time.
We guarantee that any breakages will be refunded. (We require photographic evidence of all breakages for a refund to be given) and must be reported within 2 hours of successful delivery.
You can shop safe in the knowledge that your expertly packed order will arrive on time, every time. That’s our shipping promise.
What if I do not like the product after I received it?
For your peace of mind, you must ensure that you are 100% sure before placing the order as once you place order, its non-refundable.
Please note that our products are not eligible for a return unless these are damaged by the courier company, which must be reported within 2 hours of successful delivery.
