Frequently Asked Questions

What Is The Response Time For Email Enquiries?

Generally, we respond to the emails in a maximum of 1 working day. In some cases, if we are quite busy then we might take around 2 working days.

Is The Product Price Inclusive Of Delivery Charges?

Yes. Some Products with offers are inclusive of DC.

How much do you charge for delivery?

We charge 200 flat rates for delivery in the Pakistan when you spend over 5000 we offer free delivery in the PAK. For other countries please Whats app 0092 347 0630598

When will my order be delivered?

For all in-stock items delivery in the PAK can take from 1-3 working days, but please allow 3-7 working days for delivery as the courier may take longer depending on which part of the PAK or world you live in. If you purchase a “pre-order” item it will be delivered by the date given for the pre-order. If you place an order for a mixture of in-stock and pre-order items, all items will be dispatched together when all the pre-order items arrive. For international orders please email info@atonlinestore.com

What If I Don’t Receive My Parcel?

If you have not received your order and more than 7 working days have passed since ordering, please contact our Customer service Team at info@atonlinestore.com

Do I Receive Confirmation Once I Have Placed An Order?

Once you have placed an order, you will receive a confirmation email along with an invoice on which will have displayed all of your order details.

What Should I Do If My Credit/Debit Card Has Been Refused When Placing An Order?

If your Credit or Debit card was declined whilst processing an order please try to re-submit your order using a different card. You will be able to find out why your card was refused by contacting your card issuer.

What Happens If An Item I Have Ordered Is Out Of Stock?

All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in dispatch. If this is the case, we will let you know as soon as possible. If it has not been possible to reach you we may send out the remaining order and refund the missing item.

Can we return items for an exchange or refund?

Yes within 7 days – you can return or exchange.

Can I return my parcel at one of your other branches?

No, you can return to our provided address

What If I Receive My Order And The Package Has Been Tampered With Or Is Open?

Do not accept any parcels that have been open or look damaged. Refuse these goods and contact us at info@atonlinestore.com

Please note that we cannot be liable for any orders you have accepted which are damaged.

I Have Forgotten My Password To Access My Account, How Do I Request A New Password?

To request a new password, click on My Account and click the link “FORGOTTEN YOUR PASSWORD” Enter your email in the box provided and an email will be sent with your new password. Once you have logged on with your new password you can change it to something more memorable.

How Do I Care For My Garments?

A majority of our items are hand embroidered and therefore fragile in their usage. From time to time beading may become displaced and this is not regarded as a fault but is due to the nature of the work. These garments should be worn with care and are mainly for special occasion wear.
 Please ensure that the first wash is ‘Dry Clean’ only. Heavy embroidered items can only be Dry Cleaned. More casual items should be washed separately in cold water and thoroughly rinsed. Please note that due to hand dyeing methods used the colours are not guaranteed. We cannot be liable for any damage to your garments due to not complying with the washing instructions given.

It may not be possible to give full instructions on each garment therefore the above is a guideline of washing, if in doubt Dry Clean.

Do you stitch unstitched outfits?

Yes, we are providing stitching services.

What size can unstitched items be stitched up to?

All unstitched items should have a maximum bust measurement in the description. The maximum bust measurement is the widest that items shirt can be stitched from the bust area, this will give a clear indication if this will fit you or not.

Are your products original?

We stock both original products directly from brands and replicas, all replica items will clearly state in the description that they are replica items.

How Do I Change Password To Access My Account?

To change your password, click on Log-In/Register, enter the email address that you registered with, click on FORGOT PASSWORD, and a new password will be emailed to you. Please log in with that computer-generated password. It is recommended to change your password to something memorable after this login.

I Have Changed My Email Address How Can I Update My Details To My New Email Address?

To amend your email address, log in with your existing email, click on My Account and amend your email address accordingly.