Frequently Asked Questions


How do I search for products?

Click on the category name on the left of the homepage to view the products we have within those categories. You can also use the search bar located at the top of our homepage to find your preferred products.


How do I place an order on your website?

Once you have found your preferred product, just follow the steps below: 

• Select a preferred colour/size and then click on ‘add to cart’, to add this product into your cart.
• Click on the ‘proceed to checkout’ tab to complete your order process 
• At checkout, you will need to fill in your personal details and shipping address if you are a new customer.
• Click on your preferred payment option before clicking the ‘Place order’ button

If you encounter any problems while placing your order, do not hesitate to contact us on +92-51-2222955 or email us at 


How do I register?

Kindly click on the Register tab located at the top right end of menu at our homepage.
A screen pops up will ask you to login if you are an existing customer or to continue if you are a new customer.
Once you click on continue, you will be required to fill in some personal information. After updating the required fields, click on the submit tab to create your account.


Do you sell unused or fairly used products?

All the products on our website are brand new. We assure you authenticity and originality.


How can I sell my products on your website?

Oneshop.com.pk is the one of the largest business-to-consumer (B2C) retail platform in Pakistan enabling more than a million consumers throughout Pakistan to purchase online for themselves or for their loved ones.

What if I cannot find my particular product on oneshop.com.pk?

If we do not currently have your particular item, please inform us as we are always looking to broaden our product selection and keep our customers satisfied. However, we have a variety of other products that are similar to what you want.

Shipping & Delivery

Can you deliver to me outside Rawalpindi/Islamabad?

No, Oneshop.com.pk delivers products to customers anywhere in Rawalpindi/Islamabad initially. Sooner we will start the delivery to major cities of Pakistan. We have a partnership with TCS, OCS, and Leopard for deliveries outside our cash on delivery (COD) locations.


Can you deliver outside Pakistan?

Currently, OneShop does not deliver outside Pakistan.

When will I get my product after I place an order (delivery period)?

Our standard delivery timeline is 1-3 days. As soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way. You will also be contacted by our dispatch personnel on the day of delivery.


Do you have an office address?

Yes we do. Our corporate office is located in Islamabad. However, since we are an online store, also we are powered by company's owned stores/showrooms located in different sectors of Islamabad. Once we receive your order, we will deliver it to your doorstep.


Can I pick up my item instead of having it delivered?

Oneshop.com.pk offers delivery services because of the goal of convenience. However you can pick your order from any of our stores located in Islamabad.


How do you charge for shipping?

We charge for delivery according to shipping city as follows:
Rawalpindi/Islamabad - Rs.250 for all orders below PKR1999 / free shipping available after shopping of 2000.
We also offer free delivery to our valued customers, if their order meets minimum amount of purchase. Free Shipping will be available to your Shopping Cart as the bill reaches to the minimum amount of PKR2000.


What if I am not home at the time of delivery?

Our dispatch personnel would call you before making the delivery. If you are unavailable to receive your item, a re-delivery will be scheduled within 3 days. Please note that your order will be cancelled after 2 re-delivery attempts.


Can my parcel be delivered to an office address?

Yes. Your parcel can be delivered to any address convenient for you. To make this possible, you must enter your preferred address as your ‘shipping address’ before you checkout.


My items haven't arrived yet. What can I do?

If you haven’t received your items after the 5th day, kindly contact us on 051-2222955 or send an email to customers@oneshop.com.pk (quoting your order number). If you are located outside our COD regions , we urge you to track the progress of your order using your tracking number on: www.tcscouriers.com.


Which locations do you accept Cash on Delivery?

We accept Cash on Delivery in Rawalpindi/Islamabad. If you prefer to pay in cash, please make sure you have the exact amount as our delivery riders do not carry petty cash.


How do I track my order?

We will send you an email when your order is shipped. You can also send an email to customers@oneshop.com.pk to enable us provide you with adequate updates on the status of your order. If you are located outside our COD regions, we will send a tracking code to enable you confirm the status of your order from our logistics partners:www.tcscouriers.com .


Will I receive all my orders in a single package?

We endeavour to send out products readily available as most of our customers appreciate prompt deliveries. If your orders do not come in a single package, be rest assured that the remaining item(s) will also be delivered to you within the delivery timeline


How do I make payment?

Oneshop.com.pk has two payment options to choose from: Pay Cash on Delivery or prepay via bank transfer. Local and international Mastercard, VISA and Maestro cards acceptance facility will be launched soon after completing the legal formalities. When you place your order on our website, these options are displayed and you can choose an option that is suitable for you.


Do you offer installment payments?

Oneshop.com.pk works hard to fulfil all online shopping needs but unfortunately, we don’t have the facilities to accommodate installment payments.


Are your prices negotiable?

Our prices have already been discounted to make them as competitive as possible. The prices are not negotiable.


Can I use two methods of payment when ordering online?

Unfortunately we currently only accept one payment method per order. However, this is something we are looking to introduce in the future.


   I am having trouble placing items in the cart. Why is this? 
    In order to put items in the basket, you should adjust the security settings of your browser. Please follow the steps below:

For Internet Explorer 6 or 7:

  1. Click Tools.
  2. In the drop down selection menu, select Internet Options.
  3. Click the Security tab.
  4. Click the "Security level for this zone" and adjust it to custom level.
  5. Scroll down the settings to the scripting box.
  6. Select "Enable" in the Active Scripting and Scripting of Java Applets box
  7. Click OK.
  8. Click Internet Options and then OK again to accept the settings.


Mozilla Firefox:

  1. Click Tools.
  2. In the drop down selection menu, select Settings.
  3. Click the Content tab.
  4. Check Enable JavaScript and enable Java...
  5. Click OK.


Google Chrome:

  1. On the web browser menu click on the "Customize and control Google Chrome" and select "Settings".
  2. In the "Settings" section click on the "Show advanced settings..."
  3. Under the the "Privacy" click on the "Content settings...".
  4. When the dialog window opens, look for the "JavaScript" section and select "Allow all sites to run JavaScript (recommended)".
  5. Click on the "OK" button to close it.
  6. Close the "Settings" tab.
  7. Click on the "Reload this page" button of the web browser to refresh the page and continue shopping.



What is your returns policy?

We currently have a returns policy of 3 days from the date of delivery and this applies to all toys and general merchandise products. If you are dissatisfied with any product you receive, you can request for a replacement as long as it meets our conditions. Product should be in as it is conditon and unused.


I have received a faulty item

We want all our customers to receive top quality goods. If you think there is a fault with an item you have received, you can return it back to us to assess. If any product is unsatisfactory- due to defective workmanship or materials, we will replace or refund you the purchase price if it meets our timeline requirements. Products that pass quality check, and are deemed satisfactory will be returned to you for your use.


I have received my goods but I do not like them

You can return this product to us; as long as it is in the same state it was delivered. If it is within our 3days return policy timeline, (and it does not fall under the category of products not eligible for return) we will accept this return.


I have received my order but the wrong item was delivered to me

Please call or send us an email to schedule a retrieval of the item. For the item to be returned, it must be in an ‘as new’ state with all the seals and tags intact. 

We will work on retrieving this product and processing a replacement once this claim is validated, as long as it is within our 7 days returns policy.


Is there anything that I can't send back for a refund/replacement?

We cannot offer refunds on the products below: 
• Party Items
• Costumes 


How long have I got to send an item back and get a refund?

We hope you’ll love every Oneshop.com.pk purchase you make. But if you ever need to return an item, you can do so within 3 days of receipt.


I was charged a shipping charge. Will it be refunded when I return my product?

No. Only the amount of the product will refund.


How will I receive my refund?

After an item is retrieved, we refund the full cost of eligible purchases by issuing a cheque or a reusable voucher for the full amount of the order item returned. If you paid using a credit card, the amount can be refunded directly to the credit card used in the transaction. We do not give cash refunds.


How long will the refund process take?

After your item is retrieved and assessed, your refund will be processed within 1-2 days.


I have not received my refund yet. What do I do?

You will receive an email once your refund has been processed. Refunds to bank accounts are posted the same day. However, for some banks, there may be delay of 1-2 business days. If you have not received an email regarding your returns after 3 days, please email us at customers@oneshop.com.pk