Last Updated: April 2026
1. Overview
At Saplay, every pair we send out carries our craftsmanship and reputation with it. We understand that once you place an order, you’re not just buying footwear—you’re trusting us to deliver it safely and on time. This page explains how we handle your orders, shipping, and support so you know exactly what to expect.
2. Order Processing
- We usually prepare and dispatch orders within 1–3 business days after confirmation.
- Orders placed on weekends or public holidays are processed on the next working day.
- For customized or made-to-order products, we may need 3–7 extra business days to ensure everything is crafted properly.
3. Where We Deliver
Within Pakistan
We deliver all across Pakistan—from major cities to remote areas—through reliable courier services.
International Orders
We also ship internationally to selected countries. However:
- Availability depends on logistics and destination country policies
- Customers should ensure their country allows the import of leather footwear
4. Shipping Charges
Pakistan
- Shipping may be free or charged at a fixed rate, depending on current offers
- Cash on Delivery (COD) is available nationwide
International
Shipping costs are calculated at checkout based on:
- Destination
- Package weight
- Shipping method
All international orders must be paid in advance.
5. Delivery Time
Pakistan
- Standard delivery: 3–5 business days
- Remote areas: 5–7 business days
International
- Estimated delivery: 7–14 business days
Please note: delays can occasionally happen due to customs or local courier handling, which are outside our control.
6. Tracking Your Order
Once your order is shipped, we’ll send you a tracking number via SMS or email so you can follow your parcel in real time.
7. Cash on Delivery (COD)
- COD is only available within Pakistan
- Please make sure someone is available to receive the parcel
- Repeated order cancellations may result in COD being restricted for future orders
8. Missed or Failed Deliveries
If delivery fails due to:
- Incorrect address
- Customer unavailability
The courier may attempt delivery again or return the parcel to us. In such cases, re-shipping charges may apply.
9. Customs & Duties (International Orders)
For international shipments:
- Any customs duties, taxes, or import charges are the customer’s responsibility
- We are not responsible for delays caused by customs processing
10. Damaged or Lost Orders
We take packaging seriously, but if something goes wrong:
- Damaged item: Please report within 48 hours with photos
- Lost shipment: We will coordinate with the courier to investigate
Depending on the case, we may offer:
- Replacement
- Store credit
- Refund
11. Returns & Exchanges (Shipping Related)
- Customers usually cover return shipping costs
- We cover shipping only if:
- You received the wrong item
- The product is defective
All exchange requests must be made within 7 days of delivery.
12. Our Commitment
We focus on:
- Carefully packed products
- Reliable delivery partners
- Timely dispatch
If anything doesn’t go as expected, our team is here to help you quickly and fairly.
13. Need Help?
If you have any questions about your order or delivery:
- Email: support@saplay.pk
- Response Time: 24–48 business hours
14. Updates to This Policy
We may update this policy from time to time to improve our service. Any changes will be reflected here with a revised date.