1.1. Alain with its registered address at SHAFFER & CO, F-105, SITE, SITE, Karachi, 75500.

1.2. “Alain” operates the website https://alainshop.com/. We specialise in the sale and purchase of apparel and accessories under the brand name Alain.

1.3. This shipping and delivery policy (“Policy”) outlines our procedures and policies regarding the delivery and shipping of products purchased on the Alain Platform.

1.4. We are committed to providing a seamless customer experience and work with reputable logistics partners to ensure timely and reliable delivery of your purchased products.

2.1. Dispatch and Delivery Timeline:
We partner with third-party logistics service providers to handle shipping and delivery. Typically, we deliver locally within 1 to 3 working days. If you have any specific queries concerning order delivery time, please contact our team on WhatsApp at +92 326 8339989.

2.2. Information for Delivery:
To ensure timely delivery, we collect information such as your name, shipping address, billing address, nearby landmarks, and contact details. It is your responsibility to provide accurate information. Alain shall not be liable for delivery failures or delays due to inaccurate information.

2.3. Delivery Attempts:
After the initial delivery attempt, we will contact the customer via their registered email address or phone number. If a second attempt is required, additional charges may apply.

2.4. Delay in Delivery:
Although we strive for punctual delivery, delays may occur due to logistical challenges, weather conditions, political disruptions, or unforeseen circumstances. We will keep customers informed of any delays and the anticipated delivery date. All related communications will be documented and may serve as evidence in case of disputes.

2.5. Actions of Delivery Personnel:
We engage reputable delivery partners; however, Alain is not liable for acts or omissions of delivery personnel. Any disputes with delivery personnel must be resolved independently.

2.6. Tracking Information:
Once your order is processed, you will receive a unique tracking ID via SMS and/or email for real-time order monitoring. Tracking information may experience time lags or technical issues beyond our control.

2.7. Delivery Charges – Pakistan:
For all domestic orders within Pakistan, a standard delivery fee of PKR 200 applies.

2.8. Cash on Delivery (COD) Limit – Pakistan:
Cash on Delivery (COD) is available for local orders within Pakistan up to a maximum order value of PKR 30,000. Orders exceeding this amount must be prepaid using alternative payment methods.

2.9. Delivery Charges – International:
International delivery charges are calculated based on the destination and weight of the shipment. Duties, taxes, and other levies imposed by the destination country are not included in the purchase or shipping cost and must be paid by the customer at the time of delivery.

2.10. Customer Responsibility for Customs Clearance and Delays:
Customers are responsible for any merchandise held by customs authorities. Any charges, fines, duties, or delays arising from customs processing are the sole responsibility of the customer and will not be covered by Alain. Delays caused by customs procedures are not the responsibility of Alain.

3.1. Definition:
A ‘Goods and Services Not Received’ situation refers to circumstances where a customer does not receive ordered goods or services within the expected timeframe or as described, including failed delivery attempts or non-receipt despite delivery confirmation.

3.2. Eligibility:
This policy applies to all orders placed with Alain.

3.3. Delivery Address and Confirmation:
Goods are dispatched to the shipping address provided by the customer. Deliveries are contactless, and proof of delivery is provided by the third-party courier. This proof may be used as evidence in case of disputes.

3.4. Confirmation of Delivery:
A tracking number will be issued as confirmation that the goods have been dispatched.

3.5. Timeframe:
Customers must report a ‘Goods and Services Not Received’ issue within 7 working days from the expected delivery date (excluding weekends and public holidays).

3.6. Reporting:
To report an issue, please contact our customer service team via +92 326 8339989 or customerservice@alainshop.com.

3.7. Missing Delivery Disputes:
While we assist customers in locating missing items, acceptance of these terms absolves the merchant of responsibility for missing deliveries once a tracking number confirms dispatch. No credit card dispute may be raised for missing deliveries. Customers should contact the designated courier company for delivery-related issues, with our support team available to assist.

3.8. Contactless Delivery:
Our delivery process is contactless. The absence of a physical sign-off does not affect the validity of delivery, as the tracking number serves as digital confirmation.

3.9. Customer Responsibility:
Customers are responsible for ensuring accurate shipping information and for promptly communicating delivery-related issues directly to the courier company, thereby absolving Alain of liability.

3.10. Investigation:
Upon receiving a report, customers must provide order details, issue description, and relevant documentation. Our team will review the case, maintain communication, and inform the customer of the outcome.

3.11. Further Assistance:
For additional assistance, please contact our customer service team at customerservice@alainshop.com or via WhatsApp at +92 326 8339989.