FAQs | Urban Rivaj

Orders & payment

Is Cash on Delivery available?

Yes, across Pakistan. You pay the courier in cash when your order arrives – no advance payment.

Which payment methods do you accept?

Cash on Delivery is the only payment method at the moment, for every order.

Can I change or cancel my order?

Yes – message us on WhatsApp within 12 hours of ordering. Once an order has been dispatched it cannot be cancelled.

Is ordering from your website safe?

The site uses SSL encryption and we do not store payment details. If you prefer not to share anything online, choose Cash on Delivery.

Delivery

How long does delivery take?

Orders are processed in 1–2 business days after confirmation. Then delivery takes 2–3 working days to Karachi, Lahore, Islamabad, Rawalpindi, 3–5 working days to other cities and towns, and 5–7 working days to remote areas. These are estimates – peak seasons and holidays can add a day or two.

How much is shipping?

Shipping is free on every order across Pakistan. There are no delivery charges at checkout.

Do you deliver to my city?

Yes, we deliver to cities and towns nationwide. If you are unsure about your area, message us on WhatsApp before ordering.

How do I track my order?

When your order is dispatched we send a tracking ID by SMS or WhatsApp. Enter it on the courier's website to see where your parcel is.

Products & sizing

How do I choose the right frame size?

Every frame page shows its lens width, bridge and temple length with a simple fit guide. Compare them with the numbers printed inside the arm of glasses that already fit you (for example 54-17-140). If you have a broader face, go one size up – or send us a photo on WhatsApp.

Do the sunglasses have UV protection?

Our sunglasses are listed with UV400 protection, which blocks UVA and UVB rays. The lens details are on each product page.

Will sold-out styles come back?

Popular styles are usually restocked. Follow @urbanrivaj.pk on Instagram or message us on WhatsApp and we will tell you when a style is back.

Returns & exchanges

Can I return or exchange something?

Yes, within 7 days of receiving your order. The item must be unused, in the condition you received it, with its original packaging. Sale or discounted items can only be returned if they are defective. Message us on WhatsApp with your order number to start.

What if my order arrives damaged or wrong?

Record an unboxing video before you open the parcel and send it to us on WhatsApp, with your order number, within 24 hours of delivery. We will replace the item or refund you at no extra cost.

How long do refunds take?

Once we receive and inspect your return we confirm within 2 business days, and refunds reach you in 3–5 business days via JazzCash, Easypaisa or bank transfer.