Effective Date: 26 August 2026
Last Updated: 26 August 2026

NISAH LANE is committed to providing a clear, reliable and transparent delivery experience for customers throughout Pakistan.

This Shipping & Delivery Policy explains where we deliver, how delivery charges are determined, how orders are verified, processed and dispatched, how personalised-fit orders are handled, how Cash on Delivery operates, how delivery attempts are managed, and what customers should do if a shipment is delayed, damaged, incorrectly delivered or otherwise affected.

This Policy should be read together with our Terms & Conditions, Returns, Exchanges & Refunds Policy and Privacy Policy.

1. Delivery Area

NISAH LANE currently accepts and delivers online orders to eligible addresses within Pakistan.

Delivery may not be available to every location at all times. We may restrict or temporarily suspend delivery to particular locations where courier services are unavailable, unreliable or materially affected by operational, security, weather, road, regulatory, natural or other circumstances beyond our reasonable control.

Availability of delivery to a particular address may be determined during checkout, order verification or order processing.

2. Delivery Charges

Applicable shipping or delivery charges will ordinarily be displayed or communicated before the customer completes the relevant order or payment requirement.

Delivery charges may depend on factors including:

  • Delivery location;
  • Order value;
  • Order characteristics;
  • Courier or logistics costs;
  • Selected payment method;
  • Promotional offers;
  • Cash on Delivery requirements;
  • Redispatch requirements; and
  • Other operational considerations disclosed during the order process.

The delivery charge displayed and accepted for an order will ordinarily apply unless an obvious technical, pricing or system error has occurred.

3. Free or Promotional Delivery

NISAH LANE may from time to time offer free delivery or discounted delivery on selected orders, products, payment methods, order values, locations, campaigns or customer groups.

Free or discounted delivery applies only where it is expressly displayed, offered or confirmed for the relevant order.

A delivery promotion offered at one time does not create an entitlement to the same promotion on future orders.

Where free or discounted delivery is conditional upon online prepayment, a minimum order value or another requirement, that requirement must be satisfied for the offer to apply.

4. Order Submission and Confirmation

Submitting an order through nisahlane.com does not necessarily mean that the order has already been accepted for dispatch.

After an order is submitted, NISAH LANE may reasonably verify information including:

  • Product availability;
  • Selected size availability;
  • Personalised-fit or customisation information;
  • Customer identity and contact information;
  • Mobile-number verification;
  • Delivery address;
  • Payment status;
  • Applicable delivery charges;
  • Potential duplicate or multiple pending orders;
  • Previous delivery history where relevant to Cash on Delivery eligibility;
  • Unusual or potentially fraudulent activity; and
  • Other information reasonably necessary to fulfil the order.

Where necessary, NISAH LANE may contact the customer before processing or dispatching an order.

5. Verified Mobile Number

A successfully verified mobile number is required for completing the NISAH LANE online checkout flow.

The verified number may be used for purposes directly connected with the customer’s order, including:

  • Order confirmation;
  • Customer-account recognition;
  • Delivery coordination;
  • Courier communication;
  • Address clarification;
  • Payment verification;
  • Fraud prevention;
  • Returns or exchange assistance; and
  • Other necessary transactional communication.

Customers should ensure that the verified mobile number remains accessible while an order is being processed and delivered.

6. Order Processing

Orders are processed after the necessary order, customer, delivery and payment information has been received and reasonably verified.

Order processing time is separate from courier transit and delivery time.

Processing may take longer during circumstances including:

  • Sales and promotional campaigns;
  • Public holidays;
  • Periods of unusually high order volume;
  • Inventory verification;
  • Payment verification;
  • Personalised-fit or customisation processing;
  • Operational disruptions;
  • Supplier or production delays; or
  • Other exceptional circumstances.

Where a material delay arises before dispatch, NISAH LANE may contact the customer where reasonably practicable.

7. No Guaranteed Delivery Date or Time

NISAH LANE does not promise or guarantee a fixed delivery date or fixed delivery time unless an exceptional written commitment is expressly issued by NISAH LANE for a specific order.

Any delivery timeframe, courier estimate, tracking estimate or expected-delivery indication is provided for guidance only.

Actual delivery may take place earlier or later than an estimated timeframe.

Delivery may be affected by factors including:

  • Customer location;
  • Courier route and network conditions;
  • Public holidays;
  • Weekends;
  • Weather;
  • Road conditions;
  • Flooding or natural events;
  • Security restrictions;
  • Courier workload;
  • Operational disruption;
  • Unavailability of the recipient;
  • Address clarification; or
  • Other circumstances beyond NISAH LANE’s reasonable control.

A delay in delivery does not by itself mean that the parcel has been lost, cancelled or incorrectly processed.

NISAH LANE will nevertheless make reasonable efforts to facilitate delivery and assist customers where a shipment experiences an unusual delay.

8. Courier and Logistics Partners

NISAH LANE may use third-party courier, logistics or delivery partners to deliver customer orders.

Information reasonably necessary to complete delivery may be shared with such partners, including:

  • Recipient name;
  • Delivery address;
  • City and area information;
  • Verified mobile or telephone number;
  • Shipment or order reference;
  • Cash on Delivery amount where applicable; and
  • Other information reasonably necessary to complete or manage delivery.

The handling of personal information in connection with order fulfilment and delivery is also addressed in our Privacy Policy.

9. Dispatch and Tracking

Where tracking information is available, NISAH LANE may provide the customer with a courier tracking number, shipment reference, tracking link or delivery update.

Tracking information may take some time to become active after the parcel has been booked or handed over to the courier.

A date or timeframe displayed by a courier tracking system is an estimate and is not a guaranteed NISAH LANE delivery date or time.

10. Personalised Fit and Customised Orders

Selected NISAH LANE products may be offered with Personalised Fit or other garment customisation.

Customised items require additional preparation because the garment is being altered or prepared specifically according to the customer’s selected base size, measurements and accepted customisation instructions.

Customisation or alteration time is separate from ordinary order-processing time and courier delivery time.

No fixed completion, dispatch or delivery date should be assumed for a customised garment unless NISAH LANE expressly confirms otherwise in writing for that specific order.

11. Customised Orders Are Prepaid

An order containing a Personalised Fit or customised garment is a prepaid order.

Cash on Delivery is not available for such an order.

Customisation work will ordinarily commence only after:

  • The required payment has been successfully received or verified;
  • The selected base size has been confirmed;
  • The customer’s relevant customisation information has been submitted or accepted; and
  • Any other information reasonably necessary to begin production has been received.

Any applicable customisation charge forms part of the prepaid order amount.

12. Customisation Details and Production Delays

Customers requesting Personalised Fit should provide accurate measurements and instructions according to the NISAH LANE Size Guide and customisation interface.

If clarification is reasonably required before production can proceed, NISAH LANE may contact the customer using the verified mobile number, WhatsApp or another available order-contact method.

Any period during which NISAH LANE is reasonably waiting for customer clarification, corrected measurements, payment verification or another necessary response may extend the order’s preparation time.

Customised-order returns, exchanges and remedies are governed by our Returns, Exchanges & Refunds Policy.

13. Customer Responsibility for Delivery Information

Customers are responsible for providing complete and reasonably accurate delivery information.

This includes:

  • Recipient’s full name;
  • Verified mobile number;
  • Complete delivery address;
  • House, flat or other relevant property information;
  • Street, area, sector or locality where applicable;
  • City; and
  • Any other information reasonably necessary for successful delivery.

Customers should review this information carefully before confirming the order.

14. Address Changes

If a customer identifies an error in the delivery address after placing an order, they should contact NISAH LANE as soon as possible.

We will make reasonable efforts to update the delivery information where the order has not progressed too far in processing or dispatch.

Once a parcel has been dispatched, an address change may not be possible and will depend on the courier’s operational capabilities.

Additional courier charges resulting from a customer-requested address change or customer-supplied incorrect address may be payable by the customer where reasonably applicable.

15. Delivery Attempts

Customers should make reasonable arrangements to receive the parcel at the delivery address provided.

A courier may contact the recipient by telephone or another available method in connection with delivery.

Where delivery cannot be completed, the courier may:

  • Make another delivery attempt;
  • Contact the recipient;
  • Temporarily hold the parcel;
  • Route the parcel through another courier facility; or
  • Return the shipment to NISAH LANE.

The exact number, date or time of courier delivery attempts is controlled by the courier’s operational procedures and is not guaranteed by NISAH LANE.

16. Cash on Delivery

Cash on Delivery may be offered for eligible standard, non-customised orders, subject to NISAH LANE’s operational, verification and fraud-prevention requirements.

Where Cash on Delivery applies, the customer should ensure that the amount payable on delivery can be paid when the courier presents the parcel.

The amount due on delivery will ordinarily correspond with the confirmed COD amount for the order.

Customers should not pay an amount materially different from the confirmed amount without first contacting NISAH LANE where reasonably possible.

Cash on Delivery availability may be restricted or removed for particular orders, customers or locations where there are legitimate operational, security, courier-risk or fraud-prevention reasons.

17. COD Orders of Rs 8,000 or More

Where the total value of an eligible Cash on Delivery order is Rs 8,000 or more, NISAH LANE requires the applicable delivery fee to be paid in advance.

The remaining eligible merchandise amount may continue to be payable through Cash on Delivery unless another payment requirement applies.

The advance delivery fee must be successfully received or verified before the relevant COD order is dispatched.

The prepaid delivery fee is a delivery-related payment and does not convert the remaining eligible merchandise balance into a prepaid order.

18. Multiple Pending COD Orders

To reduce failed deliveries and repeated courier costs, NISAH LANE may assess multiple pending Cash on Delivery orders associated with the same customer, verified mobile number, recipient or delivery address.

Where multiple pending COD orders to the same delivery address have a combined order value of Rs 8,000 or more before an earlier order has been successfully delivered, the applicable delivery fee may be required in advance before an additional order is processed or dispatched.

This rule may apply even where each individual pending order is below Rs 8,000.

Orders may be reviewed collectively where there is reasonable evidence that they relate to the same customer or delivery destination.

19. Refused and Unclaimed Cash on Delivery Orders

A customer who places a Cash on Delivery order is expected to accept delivery where the parcel and order have been correctly dispatched.

Repeated or unjustified refusal, intentional non-acceptance, false ordering, repeated customer unavailability, unreachable contact information or other misuse may result in:

  • Additional order verification;
  • Advance payment of delivery charges;
  • Restriction or removal of Cash on Delivery availability;
  • A requirement for full online prepayment on future orders; or
  • Other reasonable measures intended to reduce repeated courier losses or fraudulent ordering.

This provision does not prevent a customer from raising a genuine concern involving an incorrect order, visibly damaged shipment, delivery irregularity or another legitimate issue.

20. Failed Delivery Caused by Customer Information

If delivery fails because the customer supplied a materially incomplete or incorrect address, invalid or inaccessible mobile number, or other inaccurate delivery information, NISAH LANE may require additional courier charges before redispatching the parcel.

Any redispatch will remain subject to product availability, payment verification and courier availability.

21. Prepaid Orders Returned to NISAH LANE

If a prepaid parcel is returned to NISAH LANE because delivery could not be completed, we will review the reason for the failed delivery.

Where failure resulted from incorrect customer information, repeated unavailability, unjustified refusal or another circumstance materially attributable to the customer, reasonable courier costs may be taken into account before redispatch or any applicable refund.

Where failed delivery resulted from a material error attributable to NISAH LANE or its fulfilment process, the customer will not ordinarily be charged for correcting that error.

Nothing in this section limits a legal remedy that cannot lawfully be excluded.

22. Delivery Confirmation

A courier’s delivery scan, proof of delivery, recipient acknowledgement, electronic confirmation, delivery photograph where lawfully available, or another reasonable courier record may be used as evidence of delivery.

If a courier records a parcel as delivered but the customer reasonably believes that it was not received, the customer should contact NISAH LANE promptly so that the matter can be reviewed with the courier.

A courier delivery scan will not automatically be used to dismiss a credible claim of misdelivery where reasonable investigation is appropriate.

23. Visible Damage or Tampering

If a parcel appears materially damaged, opened, tampered with or otherwise compromised when delivered, the customer is encouraged to photograph or record its condition as soon as reasonably possible.

The customer should notify NISAH LANE promptly so that the issue can be reviewed.

Evidence may include:

  • Photographs of the outer parcel;
  • Photographs of the shipping label;
  • Photographs of any visible damage;
  • Photographs of the affected garment; or
  • An unboxing video where available.

An unboxing video is helpful but is not an absolute requirement for every genuine claim.

24. Incorrect, Damaged or Defective Products

Where a parcel has been delivered but the customer receives a materially incorrect, damaged, defective or incorrectly customised item, the matter will be handled under our Returns, Exchanges & Refunds Policy.

Eligible standard-product exchange requests are subject to the applicable 7-day exchange period and the conditions stated in that Policy.

Personalised Fit and customised products are subject to the specialised customised-order provisions stated in that Policy.

25. Partial or Multiple Shipments

Where operationally necessary, an order containing multiple products may be dispatched in more than one parcel.

Where NISAH LANE elects to split a single order for operational reasons, we will aim to ensure that the customer is not unfairly charged additional delivery costs solely because of that decision unless a different arrangement was clearly disclosed and accepted.

Different parcels belonging to the same order may arrive at different times.

26. Product Availability After Ordering

NISAH LANE aims to maintain accurate inventory records, but exceptional stock discrepancies may occur.

If an ordered product becomes unavailable before dispatch, we may contact the customer to offer an appropriate option such as:

  • An available alternative;
  • A different size where acceptable;
  • Store credit where voluntarily accepted; or
  • A refund of the affected prepaid amount where appropriate.

A customer will not be required to accept an alternative product that they did not order.

27. Delays Beyond Our Reasonable Control

NISAH LANE cannot guarantee that every parcel will arrive within an estimated timeframe.

Delivery may be delayed by circumstances beyond our reasonable control, including:

  • Severe weather;
  • Flooding;
  • Road closures;
  • Natural disasters;
  • Civil disruption;
  • Security restrictions;
  • Government restrictions;
  • Public holidays;
  • Courier network disruption;
  • Transport disruption;
  • Exceptional order volumes; or
  • Similar unforeseen events.

Such circumstances may cause delivery to occur later than originally estimated.

Where such a delay occurs, NISAH LANE will make reasonable efforts to assist the customer and facilitate delivery when reasonably possible.

This provision does not exclude responsibility for any matter that cannot lawfully be excluded.

28. Promotional Delivery Commitments

Any promotional statement relating to free delivery, discounted delivery or another special delivery arrangement is subject to the conditions communicated with that promotion.

Where a promotion has an eligibility period, minimum purchase requirement, payment-method requirement, geographic limitation or another material condition, that condition will apply.

A promotional delivery statement should not be interpreted as a guarantee of a fixed delivery date or time unless expressly stated otherwise in writing by NISAH LANE.

29. Delivery Charges on Exchanges

Delivery costs relating to exchanges are governed principally by our Returns, Exchanges & Refunds Policy.

In general:

  • A customer-requested size exchange of a correctly supplied standard item may require the customer to bear the applicable exchange courier cost; and
  • Where NISAH LANE supplies an accepted materially incorrect, damaged, defective or incorrectly customised product, NISAH LANE will ordinarily bear the reasonable delivery cost associated with the approved remedy.

30. Customer Communication

NISAH LANE may contact customers regarding matters directly connected with an order, including:

  • Phone-number verification;
  • Order confirmation;
  • Payment verification;
  • Personalised-fit clarification;
  • Address verification;
  • Dispatch;
  • Tracking;
  • Delivery;
  • Failed delivery;
  • Returns;
  • Exchanges; and
  • Other necessary customer-care matters relating to an order.

Transactional communication is separate from optional promotional or marketing communication.

31. Fraud Prevention and Delivery Security

NISAH LANE may use reasonable measures to protect customers and the business against fraudulent or abusive transactions.

These measures may include:

  • Verified mobile-number requirements;
  • Duplicate-order checks;
  • Review of multiple pending orders;
  • COD eligibility controls;
  • Advance-delivery-fee requirements;
  • Payment verification;
  • Address verification; and
  • Other reasonable order-security measures.

Such measures will be used for legitimate operational, security and fraud-prevention purposes.

32. Contact NISAH LANE

For questions concerning an order, dispatch, tracking, delivery or courier issue, please contact:

NISAH LANE
NE-353, Street No. 03,
Farman Ali, Rawalpindi,
Pakistan

Customer Care: 0321-NLSTORE

WhatsApp: 0306-NLSTORE

Please keep your order number, verified mobile number or shipment reference available so that we can identify and assist with your order efficiently.

33. Applicable Law and Consumer Rights

This Shipping & Delivery Policy is subject to applicable laws and lawful regulatory requirements of Pakistan.

Nothing in this Policy is intended to exclude, restrict or limit any consumer right, legal obligation or remedy that cannot lawfully be excluded, restricted or limited.

Where any provision of this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of that conflict.

34. Changes to This Policy

NISAH LANE may update this Shipping & Delivery Policy as courier arrangements, delivery charges, service areas, payment methods, Personalised Fit services, Cash on Delivery requirements or other operational arrangements develop.

The latest version will be published on nisahlane.com with an updated Last Updated date.

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