HELP CENTRE
Frequently Asked Questions
Quick answers about orders, delivery, payments, returns, and product use.
Orders and Delivery
How long does delivery take?
Estimated delivery time is 2-3 business days in Karachi and 3-4 business days in other cities of Pakistan. Delivery times are estimates and may be affected by public holidays, weather, courier delays, or remote locations.
What are the delivery charges?
Delivery charges are Rs. 200 for orders below Rs. 2,500. Orders of Rs. 2,500 or more qualify for free standard delivery.
How can I track my order?
Once your order is dispatched, tracking information may be sent by SMS, WhatsApp, or email. You can also contact our support team with your order number.
Can I change or cancel my order?
Contact us as soon as possible. Changes or cancellations are only possible before the order has been packed or dispatched.
Payments
Which payment methods are available?
Available payment methods may include Cash on Delivery, debit or credit card, and bank transfer. The options available for your order will be shown at checkout.
When is a bank-transfer order confirmed?
A bank-transfer order is confirmed after the payment has been received and verified. Always use your order number as a payment reference where possible.
Returns and Issues
Can I return a product?
Eligible unopened and unused products may be requested for return within 14 days of delivery. Skincare products that have been opened, used, damaged after delivery, or returned without original packaging are not eligible unless they were received defective or incorrect.
What should I do if my parcel is damaged or incorrect?
Contact us within 48 hours of delivery with your order number and clear photos. Keep the product and packaging until the claim has been reviewed.
Product Use
Should I patch test a new serum?
Yes. Apply a small amount to a limited area and wait 24-48 hours before full use. Stop using the product if significant irritation occurs.
Can I use all Nuray serums together?
Not every active ingredient should be layered in the same routine. Follow the directions on each product page and introduce one active product at a time. When unsure, use stronger actives on alternate days.
Do I need sunscreen?
Yes. Daily broad-spectrum sunscreen is especially important when using exfoliating or brightening products, including glycolic-acid products.
Are results guaranteed?
Skincare results vary by skin type, routine, consistency, and other factors. Product information is general and is not a substitute for medical advice. Consult a qualified dermatologist for persistent or severe skin concerns.