FAQs
Frequently Asked Questions
WILL YOU RESTOCK ITEMS THAT ARE MARKED AS "SOLD OUT"?
If an item is sold out, you can request that we notify you when it is back in stock. If it becomes available again within 15 days we will send you an e-mail to let you know. If there is no more stock,
we will remove it from the website
WILL I RECEIVE THE SAME PRODUCT I SEE IN THE PHOTO?
Yes, we have made every effort to display as accurately as possible the colors of our products that appear on the website. However, as the actual colors you see will depend on your screen resolution, we cannot guarantee that your screen’s display of any color will accurately reflect the color of the product on delivery.
IS IT POSSIBLE TO RECEIVE REGULAR INFORMATION VIA E-MAIL WITH THE LATEST OVERTOP ITEMS AND OFFERS?
Yes, you just have to subscribe to the OVERTOP newsletter by filling in your email ID, and you will receive information about the latest OVERTOP items, articles and events.
You can find the Newsletter tab in website footer at www.OVERTOP.com.pk
CAN I UNSUBSCRIBE TO THE OVERTOP NEWSLETTER?
You can easily cancel your subscription by clicking on the "newsletter" menu and select "Unsubscribe".
HOW CAN I RECOVER A FORGOTTEN PASSWORD?
If you have forgotten your password, you can recover it from "Login - Forgotten your password?" section. You will receive an e-mail with a link to enter and confirm your new password. Your password must be alphanumeric with a minimum of 8 characters including at least one uppercase letter.
HOW CAN I MAKE SURE MY PURCHASE WAS MADE CORRECTLY?
Once you place your order you will receive a confirmation e-mail. If you do not receive the e-mail, contact our Customer Service department at hello@OVERTOP.com.pk.
CAN I FIND OUT THE STATUS OF MY ORDER?Â
Yes. Go to the orders placed section in my account and you will see the real-time status of your order.
In the case that you placed the order as a guest, you can track the status and manage the order from the confirmation email.
WHAT SHOULD I DO IF I RECEIVE A FAULTY ITEM/ INCORRECT ITEM?
OVERTOP only sells items in perfect condition, so in the exceptional case that you receive a garment with a defect, contact our Customer Service department via E-mail, sharing the images of the defective article along with your order number at hello@OVERTOP.com.pk or you can file your complaint on our complaint form https://overtop.com.pk/pages/complaint-form
If you were to, accidentally, receive an item that you did not order, please contact our customer service.
IS MY PERSONAL INFORMATION CONFIDENTIAL?
Your personal information is confidential. We do not rent, sell, barter or trade email addresses. When you place an order with us, we collect your name, address, telephone number, credit card information and your email address. We use this information to fulfil your order and to communicate with you about your order. All your information is kept confidential and will not be disclosed to anybody unless ordered by government authorities.
HOW CAN I CONTACT THE CUSTOMER SERVICE DEPARTMENT?
You can share your queries or comments by calling our Landline# 041-5471339 or by contacting us through the “Need Help” section in the website footer or by E-mailing us at hello@OVERTOP.com.pk
DO I HAVE TO REGISTER TO MAKE AN ONLINE PURCHASE?
You can make an online purchase as a guest, without having to create a user account in the online store. This purchasing option is also available on our Mobile App and Website.
At OVERTOP we recommend having a user account, as it will make shopping easier by saving an address book and your payment details. You also have a record of orders, returns and invoices.
CAN I PLACE AN ORDER BY PHONE?
No. You will have to place the order online.
You just have to follow these steps:
Choose the Products from the Collection (garment type). Display the product(s) that interest you. With just one click you’ll get an expanded view of the garment showing details and the back of the product, as well as its composition, available sizes, reference number and price. Select a garment and add the item to your Shopping Cart. You can then choose to continue shopping or process the order. Select the size and color of the product(s) you want right from there. To process your order, click on your Shopping Cart. If you want to continue shopping, repeat the process; when you are finished click on "Shopping cart" and then on "Place Order." Once you’ve entered your information, check that it’s correct and click "Continue to Shipping" Select a payment method i.e. COD. Display the product(s) that interest you. With just one click you’ll get an expanded view of the garment showing details and the back of the product, as well as its composition, available sizes, reference number and price.
Note:Â For COD orders billing and shipping address should be the same.
Click on “Complete order” to check out.
HOW CAN I FIND OUT IF AN ITEM IS AVAILABLE?
To find out if an item is available on the online store simple enter the reference number into the search engine on our website.
WHAT IF I DON'T HAVE THE REFERENCE NUMBER?
We need the reference number because due to the large quantity of items and frequent updates, it would be very difficult for us to identify the exact item in question without it.
We encourage you to take a look at our collections and social media profiles to see if you can find the item and its reference number.
If ultimately you are not able to locate the reference number, we invite you to send us a photo by e-mail so that the corresponding department can make the necessary verifications to answer your question.
HOW CAN I USE THE SCAN FEATURE ON THE APP?
Simply open the application and scan the tag of an OVERTOP item. You will be directed to the page on OVERTOP.COM.PK where you can purchase the product.
ARE ITEMS FROM PAST SEASONS AVAILABLE?
Yes, on OVERTOP.COM.PK items from the previous season are available. You may find them under sale tab on our website.
WHERE CAN I FIND A SIZE CHART?
On product pages you can find a size chart to the right of each photo. We encourage you to check out "Size chart" section. If you are nevertheless still having doubts, contact our Customer Service department at hello@OVERTOP.com.pk
I WOULD LIKE MORE INFORMATION ABOUT COMPOSITION AND CARE TIPS FOR AN ITEM.
On product pages you can find a “Composition & Care” below of each photo. We encourage you to check out “Composition & Care” section. If you are nevertheless still having doubts, contact our Customer Service department at hello@OVERTOP.com.pk
WHAT PAYMENT METHODS CAN I USE TO MAKE PURCHASES?
We offer the following payment method:Â COD (Cash on Delivery).
WHAT SHOULD I DO IF I SEE A DOUBLE CHARGE FOR AN ORDER?
You can contact our customer service department at hello@overtop.com.pk or dial our Landline# 041-5471339.
WHERE CAN I RECEIVE MY ORDER?
You can receive it at a private address (home, work or a drop point), but never a post office box.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
It takes 1-2 business days for your order to be delivered at your doorstep. Orders placed on Saturday and Sunday or any gazetted holidays will be sent for processing on the next working day. During rush hours or delays in verification of information, orders can face temporary delays. Payments will be collected from the shipping address for all cash on delivery methods. Once the order is shipped, you will receive an email contact tracking information, be sure to check junk/spam folders as well.
HOW MUCH IS SHIPPING COST?
PKR 169 will be charged on order value of less than PKR 3,700. Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â PKR 199 will be charged on order value of above PKR 3,700 within Pakistan.
WHICH COURIER WILL DELIVER THE ORDER?
It depends on the delivery area and the type of shipment. When the order leaves our warehouse, we will send you an e-mail with the courier information with tracking details.
WHAT HAPPENS IF I'M NOT AT HOME WHEN THE ORDER IS DELIVERED?
You will receive an SMS from the courier stating the payable amount. Be sure to be present at home for self-collection. In case of absence, any designated person/ family member can receive the parcel.
ORDER CANCELLATION
For cash on delivery orders, we follow the practice of verifying orders with a maximum number of 2 confirmation calls., if left unattended your order will be cancelled. Orders can be cancelled upon customer's request any time before they are processed, OVERTOP may cancel orders for any reasons which may include: Out of stock items, incorrect mobile number or technical errors.
EXCHANGES:
CAN I EXCHANGE MY ITEMS?
All products purchased from OVERTOP.com.pk can be exchanged within 14 days of purchase only if
The item(s) is faulty, damaged or defective at the time of delivery.
The item(s) does not match the original specifications of the product or is found to be not the same as you had actually purchased.
You must notify us within 3 days of delivery by writing to hello@overtop.com.pk or by calling at 041-5471339, in case you want to raise a dispute. At OVERTOP, we look at each dispute on a case-by-case basis and tries to be fair to both parties.
Replacement will be sent in case a defected/faulty/damaged item is shipped. You will be required to email videographic evidence while opening of sealed parcel of the defective item at hello@overtop.com.pk, within 14 days of purchase before any claims can be processed.
There are certain scenarios where it is difficult for us to support returns & exchanges. Such scenarios include but are not limited to the following:
Exchange request is made outside the specified time frame. The product is damaged because of use. The product has tampered. Anything is missing from the package including price tags, labels, original packing, freebies, and accessories. Undergarments: cannot be exchanged or returned without the original packaging, except for tops and bodysuits. Packs: packs of products (containing more than one item) are considered to be one item, so their packaging may not be opened and they may not be returned partially or individually.
HOW CAN I USE A DISCOUNT CODE?
Follow us on Instagram for discount codes and announcements.
IF I HAVE A CODE, IS THE DISCOUNT APPLIED AUTOMATICALLY?
Once you enter the code in the field "Discount code" and click on Apply only then you will see the discount reflected in the final purchase amount.
HOW CAN I FIND OUT WHEN THE NEXT PROMOTION ON OVERTOP.COM.PK WILL BE?
We announce our promotions on the home page of our website and through Instagram.
CAN I EXCHANGE AN ITEM THAT I BOUGHT DURING A PROMOTION?
You may exchange items purchased during promotions @OVERTOP website as long as they are available.
If the items are sold out and you decide to make a new online purchase, the price will be as shown on our website on that day.
HOW CAN I MODIFY MY ACCOUNT LOGIN INFORMATION?
To change your login information you have to first log in to your account. In the section "Login details" you can change the password and email address linked to your user account.
HOW CAN I MODIFY THE DEFAULT DELIVERY ADDRESS ON MY ACCOUNT?
You have to first log in to your account, then in the "Address book" section you can add new addresses or change or delete existing ones.
You can also modify the address in the "Shipping" step of the purchase process, but the changes you make there will not be saved for future purchases.
CAN I MODIFY THE DELIVERY METHOD FOR MY ORDER?
It is not possible to modify the delivery method for a completed order. If it has not left the warehouse yet, you may cancel it and make a new purchase with the correct delivery method. Be aware that in the meantime some of the items may have sold out.
CAN I ADD, DELETE OR CHANGE ITEMS IN A COMPLETED ORDER?
It is not possible to modify the content of completed orders. If it has not left the warehouse yet, you may cancel it and make a new purchase. Be aware that in the meantime some of the items may have sold out.
WHAT DO I DO IF MY ACCOUNT IS DISABLED?
Accounts are automatically disabled when incorrect login details are entered too many times. To log back in you have to contact our Customer Service department at hello@overtop.com.pk