Frequently asked questions
Everything you need to know about ordering, delivery, exchanges and choosing product options. Can't find your answer? Message us and we will help.
Orders & payment
How do I place an order?
Choose a product and its available options, add it to your bag and check out with your contact and delivery information. Keep the order number shown after checkout.
Do I need an account to order?
No. You can check out as a guest. An account keeps your addresses, wishlist and order history in one place.
Which payment methods are supported?
Checkout currently supports cash on delivery. You pay the courier when your parcel arrives; no card details are collected on this site.
Can I use a discount code?
Enter an eligible code at checkout. The discount and final order total are shown before you confirm.
Can I change or cancel an order?
Contact the store with your order number as soon as possible. Changes depend on whether the order has already been dispatched.
Shipping & delivery
How much does delivery cost?
The current delivery fee is Rs 300, with free shipping from Rs 5,000 after discounts. Your order summary shows the charge before confirmation.
Where do you deliver?
The configured delivery region is Pakistan. Contact the store to confirm service to your address before ordering.
How long does delivery take?
Dispatch and delivery times depend on the product, your address and the courier. Contact the store for an estimate, especially if you need an item by a specific date.
How can I track my order?
Use the Track Order page with your order number and the email used at checkout. If you ordered with an account, your orders are also listed there.
Returns & exchanges
Can I exchange an item?
The sample exchange window is 10 days from delivery, subject to the Returns & Exchanges policy and applicable consumer rights. Confirm the store's policy before purchasing.
What if an item arrives damaged or incorrect?
Contact the store promptly with your order number and photographs of the item and packaging. Keep the packaging until the issue is resolved.
Are all product types returnable?
Eligibility may differ for opened cosmetics, hygiene-sensitive goods, personalized jewelry, worn clothing and altered items. Any restrictions should be stated before purchase. Applicable consumer rights still apply.
Products & options
How do I choose the right option?
Read the product's description and specifications, then select from its available options. Depending on the product, these may include size, color, finish, shade, material or volume.
What is included with a product?
The product description lists what is included. Check it for materials, dimensions, ingredients, care instructions and any applicable warranty information.
Will the color match the photos?
Colors can look slightly different across screens and lighting conditions. Contact the store if an exact shade or finish is important to you.
How should I care for or use a product?
Follow the manufacturer's label, care instructions and safety warnings. Cosmetics should be used only as directed; check ingredients before use.
Contact
How can I contact Canrus?
The Contact page lists the store's configured support channels.