FAQ’S

I NEED TO CHANGE MY ORDER OR CHANGE MY ADDRESS. HOW CAN I DO THAT?
Unfortunately, our orders process very quickly once they've been submitted, so we are unable to make changes, modifications or cancellations once the order is submitted. To correct any errors with your order or your address information, we recommend contacting the customer service email listed on your tracking email to request an address update or correction. If the order has been processed, unfortunately, the order will ship as is and cannot be modified.

WHAT ARE MY PAYMENT OPTIONS?
Following are the payment options available for your convenience:

• Cash On Delivery (COD)
• Credit & Debit Cards (Visa, Mastercard are accepted. We do not accept American Express)

MY ORDER WAS CANCELLED DUE TO ONLINE SECURITY, HOW CAN I GET MY MONEY BACK?
We're regretful to inform you that online security precautions forced us to cancel your order. This is a safety precaution to stop fraudulent transactions from going through and to shield our consumers from becoming the target of fraud. Please be aware, however, that when we cancel your order, there will be no charge to your credit card because we have not received any payment from you. If charged, the money will be returned to the original card in 15-20 business days.

If the customer provided before we confirm and dispatch the order, we need the customer to provide a few of the verification documents listed below in order to ensure safety and security.

• CNIC copy of the card holder
• Debit card picture (front side only)
• Any identification of the user of the debit card including driver license and/or, passport

If for any reason you are unable to provide the required information within the given time frame, we will have to initiate the process of refunding the amount. Please note that the refund process may take up to 15 to 20 working days, as per the bank's standard operating procedures.

Please contact your bank for any issues relating to payment failure or you may reach out to us at cs@masarratmakeup.com & humair@masarratmakeup.com

WHEN WILL I RECEIVE MY ORDER?
Once confirmed, orders take an average of 3 to 5 working days. The rider will call you to confirm your address and if that call is missed then it will cause a delay in getting the order to you. 

IN THE CASE THAT I AM NOT AVAILABLE TO RECEIVE MY ORDER, HOW OFTEN WILL THE COURIER AGENT TRY TO REDELIVER IT?
Two attempts are made by our delivery personnel to deliver a package. Please make sure the following information is accurate: the address, city, and area code. The item(s) will be returned to us after the second unsuccessful attempt.

I'M HAVING TROUBLE PLACING MY ORDER. WHAT'S WRONG?
We apologize for any difficulty you may have had while placing your order. We encourage customers to Email us or msg us on our Facebook Page.

MY ORDER ARRIVED DAMAGED. PLEASE HELP.
We're sorry to hear that a portion of your order was damaged. In order to further assist you, we encourage customers to please message us on our Facebook page a photo of the damaged items and a screenshot of the packaging slip so we can assist in replacing your item. 

HOW DO I RETURN OR EXCHANGE A PURCHASE MADE ON MASARRATMAKEUP.COM?
Unfortunately, at this time we do not have a return or exchange policy for any items purchased from our website. Please note items bought online cannot be returned to any retailer and vice versa. However, we always want your complete satisfaction so we recommend you message our Facebook for expert tips and tricks to help make the product work for you. 

I LOVE YOUR PRODUCTS, BUT I'M UNSURE OF THE SHADE THAT WILL FIT ME BEST.
We recommend visiting any of our MM kiosks available all around the country so best match your foundation. At this time, we do not send our samples. 

HOW DO I FIND OUT WHEN A PRODUCT I WANT IS BACK IN STOCK?
We always miss out of stock products and I am sure you do too. If there is a color out of stock you can submit your email for restock updates or you can message us on any of our social media pages for an update. 

WHAT DOES HALAL CERTIFIED MEAN?
We are committed to bringing the best to our clients. Each item in the Masarrat Makeup collection is manufactured with the best quality Halal ingredients, making it the first ever Halal Certified Makeup Brand in Pakistan. Halal is an Arabic word meaning "Permissible" or "Lawful". We have refrained from using any haram animal substances or intoxicants in our products. We are committed to upholding our halal standards and integrity throughout the manufacturing and production process which includes checking for cross contamination, points of contact, transportation etc. 

WHAT DOES PETA CERTIFIED MEAN?
We are proud to offer products that are not tested on animals. We are certified by Peta so back up our claim and commitment of not harming our furry friends for the name of beauty 

WHERE CAN I SEE YOUR INGREDIENTS?
Each product on our website has an ingredient list on the product page.

I HAVE NOT RECEIVED MY ORDER CONFIRMATION? WHAT SHOULD I DO?
Please check your spam and junk folder, chances are you will find it there. If you do not see it please message us on Facebook and someone will assist you 

CAN I PLACE MY ORDER VIA FACEBOOK?
No unfortunately at this time you can only place orders from our website