FAQs

Do I need to set up an account to place an order?

We at Ismail’s understand the importance of your time, therefore creating an account with us gives you access to the following benefits:

  • Manage your account details, track your order status and review past purchases.
  • Save your shipping details for future purchases and a faster shopping experience.
  • Be informed about our latest stock, special online promotions, and discounts.
  • Alternatively, you can use a guest account to checkout without registering.


How do I place an order?

Orders can be placed while navigating our website as a registered user or even as a guest user. On any product page, select your color/size choices (if applicable), choose the quantity and then press the “Add to Cart” button. This will open up your shopping cart where you may choose to continue shopping or head on to check out. On the checkout page, you may add or confirm your personal and shipping information, select payment options, enter any discount vouchers (if applicable) and review your order before selecting “Place order now”.


What kind of payment methods do you accept?

Currently, the following payment methods are accepted:


Cash on Delivery

This option is available for customers throughout Pakistan. Using this option, you can pay cash to the delivery agent upon receipt of your order. Please ensure that you have the exact amount at hand since our delivery agents do not carry change/petty cash.


Prepaid options

Our secure payment services allow for VISA, MasterCard, American Express and even PayPal to be used for payment. All your details and your data will be securely transmitted from end-to-end via SSL encryption.


How do I know if Ismail’shas received my order?

After you place your order on the website, an acknowledgment email will be sent to you from Ismail’store confirm that your order has been placed. This will not, however, indicate if the order has been shipped. That information may be confirmed under “My Orders” in your Account Dashboard.


Why do I need a verification code sent to my mobile?

After you’ve placed an order of your desired product, a code will be sent to the mobile number you provided previously. After submitting this code, your order will have been confirmed. This process only helps us to improve our delivery system.


What if I don’t receive the code?

You should have received an SMS with your code by now. If it isn’t there, you may hit resend again. If you still didn’t receive the code, you may have provided the wrong number. If that is the case, you will receive a call from us.


Will my order be placed if I don’t send the code?

Yes, your order has been placed; this process just helps us to provide better customer service. We highly recommend that you submit the code for a faster delivery.


How can I track my order?

As soon as your order is placed, you will be mailed a tracking number with the order confirmation email. All you have to do is open your account on Ismail’s website, and you can see your order status against that tracking number. You may also call or email our Customer Care with the tracking number information to find out the status of your order, especially if you checked out as a guest.


How long will it take for my order to be delivered?

All orders will be delivered by our courier service providers within 3-5 working days within Pakistan and 7-10 days for International orders. If your order has not been delivered in the specified time, please contact our Customer Care.


What if an incorrect/damaged item is delivered to me?

Although we take extra precautions to ensure that each order is in mint condition, should an unfortunate mishap occur, you can get in touch with our Customer Care to return the item or exchange it for the correct order. Exchanges/Returns are governed by our Exchange/Return Policies.


What if an incomplete order is delivered to me?

Full care is taken to ensure that no incomplete order is shipped out. However, in case such a mishap does occur, you can get in touch with our Customer Care to identify this issue and we will rectify it at the earliest, at no extra charge.


What is the procedure for canceling an order?

Order cancellation is dependent on whether or not it has been shipped. Send your order cancellation request to help@ Urbanstudio.com.pk If the order has been shipped, however, you may return/exchange the product in accordance with our Exchange/Return policies.


How do I know if an item is in stock?

You can find all the details about a certain product next to it. If an item is not available, the product page will identify this. For queries and special requests concerning sizing and/or availability, please call or email our Customer Care.


The item I want is out of stock. What do I do?

Sometimes, highly popular items may temporarily run out of stock. As our stocks are continuously updated, please keep checking the Ismail’s website regularly to remain abreast of updated stock content.


How do I know what size will me?

Please refer to our Size Chart. For further help, please contact our Customer Care.


What are cookies and how do they affect me?

In short, a cookie is a tiny amount of information stored on your computer by your web browser to track your movements within websites. We use cookies to keep track of the frequency of your visits to our website, the contents of your shopping cart, purchase history and to deliver specific content designed to give you a uniquely personalized shopping experience as well trying to save your time.


I have a comment/suggestion regarding your product/service

Please don’t hesitate in writing to us or contacting our Customer Care with your comments and suggestions. We highly value any and all feedback from our customers and fans!