Frequently Asked Questions

1. How can I place an order?
Once you have added the desired items to your cart, follow the instructions:
To order as a guest
• Click on the shopping cart and proceed to checkout
• Enter all the required information
• Choose the payment method
• Click ‘Place Order’
To order with Edge account
• Log into your account
• Click on the shopping cart and proceed to checkout
• Enter all the required information
• Choose the payment method
• Click ‘Place Order’.

2. How are the orders confirmed?
The customer needs to enter the verification code after placing an order so that the orders are confirmed on spot.

3. What If a customer forgets to enter the verification code for order confirmation?
In that case, our customer support team will make three call attempts to the customer contact details for order confirmation.

4. What does the order status refer to?
Awaiting Confirmation: Order was placed by the customer but not confirmed as SMS verification code was not entered. Order can be cancelled in this status.
Confirmed: Customer has verified their order through SMS or Call. The contact and shipping details are confirmed in this status.
Processing: The payment for the order is not yet received in this status. This is for the orders that are online paid.
Processing at Warehouse: This status is used when the order information is sent to the warehouse to check the availability of the articles ordered. The order can be modified by our team depending on the availability of articles. Order cannot be cancelled in this status.
Pending Order: When the order is delayed due to unavailability of the stock. In this status order is modified by our team and the available articles will be dispatched. The process will take up to 4 to 5 working days.
Complete: When the order is fulfilled by warehouse team and the parcel is handed over to the courier. At this status a tracking number will be generated. The customer can check the tracking through the website. Order cannot be cancelled in this status.

5. Can I modify the order?
Unfortunately, the order cannot be modified once the order has been placed.

6. Can I exchange the article I ordered online on any outlet?
The order placed online cannot be exchanged at any outlet. It has to be sent back within 14 days of the online purchase in case of exchange or defect.

7. What payment options do I have?
• Cash on Delivery (COD).

8. What If I forget my account password?
First visit to our website theedge.com.pk
Click on forget password reset button.
A password reset link will be sent on registered email details.
Open your registered email and reset the new password.

9. Can I open the parcel/order at the time of delivery?
Customers cannot open up the parcel/order before the delivery of cash to the dispatch team. In case of damage/defect customer should let us know via helpline +92 21 3580 1390-99
or email at customercare@theedge.com.pk

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