FAQs

Shopping

What courier do you use for deliveries?

For Big Furniture Items, we use our delivery vans to deliver the goods. However, delivery charges may apply. For small items like home decor products, we use third-party logistics (courier companies) to deliver the goods.  

How long does it take for home delivery?

For ready-made products, we usually take 5-7 working days to deliver an item. Delivery charges are according to your location and furniture. Some items may not be ready and are make-to-order. The delivery time for those products will be communicated to you via phone call once your order is confirmed.

Why am I being charged for delivery on my order when it states standard delivery is free?

 All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfill the delivery, there is an additional charge for these. Also, our courier company consider some surcharge postcodes ‘Out of area’. There is an additional charge for these also. You can find a list of all [oversized items here] You can find a list of all

I haven’t received a dispatch email/email confirmation?  

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including your junk as it will come from a no-reply email address. To ensure emails reach you, add the domain almateenhome.com to your safe sender’s list.

Why does it not tell us on the website that the parts will be delivered by the branch?

Due to the delicacy of some parts, we take extra care in the delivery of the item. These could include body panels and large bulky items. These are either available for collection from our branches or will be delivered to you through our branch network vehicles. 

Can I collect from a local store?

We offer a reserve and collect service. This is available on the checkout page. Please be aware, if the product is not available in a local store, you are unable to reserve it.

Do you deliver on Weekends?

No, our courier company do not offer the service to deliver on weekends currently. 

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order. 

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery. 

Do I have to pay Customs & import charges if I live outside of Pakistan?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

The customs department of my country have asked me for further information. What should I do?   

Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible. 

Payment

 Is it safe to order online?

Yes, we use industry-standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment. 

Which credit cards do you accept?

We currently accept the following credit cards on www.almateenhome.com, in our retail stores, and on telephone orders – Mastercard, VISA, Visa Debit 

Can I use a different payment method?

Yes. You can bank transfer and also pay in stores. 

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Do your prices including VAT?

All our online prices include VAT. 

Products

Can I make an order over the phone?

Yes, telephone +923000777056 our specialist team is available to take your order 11 am to 8 pm Monday to Fridays and 9 am to 5 pm on Saturdays. We can only take an order over the phone if your delivery address and billing address are the same, and your delivery address is within Pakistan.

Will I get the same price in-store?

Prices between stores and online can vary for promotional purposes. To ensure you get the online price in-store, please use the Click&Collect service online.

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in-store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.

If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +923000777056

How do I know if my order was successful?

  You will receive an automated email to confirm your order has been received and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

 The item I bought is now in sale, can I get the difference refunded?

 As an online business, our prices change in accordance with trends, customer demand, and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.  

Your Order

Where do I find the phone number for one of your branches?

You can find details for any branch, in our store locator section. This is located at the top right of every page on our website or Find a store here.

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us 

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online. 

Returns & Refunds

How do I return an item?   

For information on returning an item please call +923000777056

Can you confirm you have received my return?

  We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on +923000777056

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

At Al Mateen Furniture we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however, we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to send to us providing all damage caused. Please WhatsApp this to +923000777056. Make sure you include your reference number, a copy of your invoice, and an image of the parcel you received it in. More information on Returns & Refunds.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.

Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs. 

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to WhatsApp us at +923000777056