Help Center — Sialo.pk

1. Orders

How do I place an order? Browse products, add items to your cart, and proceed to checkout. Select your delivery address and preferred payment method, then confirm your order.

How can I track my order? Once your order is confirmed, you can track its status — Order Placed, Picked Up from Seller, In Transit, Delivered — from the "My Orders" section of your account.

Can I cancel my order? Yes, you can cancel your order any time before it is picked up from the seller for delivery, at no cost, directly from "My Orders."

Can I change my delivery address after placing an order? Address changes are only possible before the seller has dispatched/handed over your order for delivery. Contact our support team as soon as possible if you need to update your address.

2. Payment Methods

Sialo.pk currently supports the following payment methods:

1. JazzCash — pay directly from your JazzCash mobile account.
2. Easypaisa — pay directly from your Easypaisa mobile account.
3. Bank Account / Bank Transfer — pay via direct bank transfer to Sialo.pk's designated account.
4. Cash on Delivery (COD) — pay in cash at the time your order is delivered to your doorstep.

My payment failed — what should I do? If your payment fails but the amount was deducted from your JazzCash, Easypaisa, or bank account, it is usually auto-reversed by your provider within a few working days. If it isn't, contact our support team with your transaction ID/reference number for assistance.

Is Cash on Delivery available everywhere? COD availability may depend on the delivery area and order value. This will be shown at checkout if COD is available for your order.

How do I get an invoice for my order? An invoice/order receipt is available in the "My Orders" section for every completed order.

3. Delivery

How does Sialo.pk delivery work? Sialo.pk operates its own pickup-and-delivery model — we pick up your order directly from the seller and deliver it straight to your doorstep, rather than relying solely on third-party couriers.

How long will my order take to arrive? Delivery timelines depend on the seller's location, product availability, and your delivery address. An estimated delivery window is shown on the product page and at checkout.

What if my delivery fails or is delayed? If a delivery attempt is unsuccessful, our team will get in touch to reschedule. If you paid in advance (non-COD) and delivery cannot be completed, refer to our Refunds Policy for the Failed Delivery refund process.

4. Returns

How do I return an item? Raise a return request from "My Orders" within 14 days of delivery. Once approved, bring the item — properly packed with original tags/accessories — to one of our drop-off locations:

1. Sialkot Business Center
2. Al-Noor Town, Rangers Road, Sialkot

Do I need to pack the item exactly as received? Yes — items should be returned in their original packaging with tags, accessories, and documentation intact, unless the item falls under the Non-Returnable Category (which only requires photo/video proof, not a physical return).

Which items can't be returned for "change of mind"? Categories like Groceries, Health & Beauty, Medicine, Mother & Baby, Digital Goods, and a few others are not eligible for change-of-mind returns. Check the product page for category-specific eligibility. See our full Returns Policy for details.

5. Refunds

How much will I get refunded? Once your return passes inspection at drop-off, you're guaranteed a 100% refund of the amount you paid — Sialo.pk does not deduct anything while separately recovering the item and related charges from the seller.

How long does a refund take? Depends on your original payment method:

I returned my item but haven't received my refund — what do I do? Refunds start processing only after the item clears inspection at drop-off. If the timeline above has passed, contact our support team with your order number.

6. Account

How do I create an account? Sign up using your phone number or email, and verify via the code sent to you.

I forgot my password — how do I reset it? Use the "Forgot Password" option on the login screen to reset it via your registered phone number or email.

How do I update my profile or saved address? Go to Account Settings to update your name, phone number, email, or saved delivery addresses at any time.

How do I delete my account? Contact our support team to request account deletion.

7. For Sellers

How do I become a seller on Sialo.pk? Register through the Seller Center and submit your business details for verification.

How does order fulfillment work as a seller? Sialo.pk's own dispatch team picks up your order directly from your business address for delivery to the buyer — you don't need to arrange courier shipping yourself.

What happens if a return is filed against my product? If a return is caused by a seller-side issue (defective item, mismatch with listing, wrong item sent, etc.), a penalty applies and you are liable to pay Sialo.pk's Category Charges for that order, even though it's refunded to the buyer. See our Refunds Policy for full details.

When do I get paid for my sales? Seller payouts follow Sialo.pk's standard payment cycle — check your Seller Center dashboard for your specific payout schedule.

8. Vouchers & Promotions

How do I apply a voucher code? Enter your voucher code at checkout before completing payment.

Can I use more than one voucher on an order? No, only one voucher code can be applied per order. Leftover value from a voucher is not carried forward or refunded.

9. Trust & Safety

How do I report a fake or counterfeit product? Contact our support team with your order details and evidence, and we will investigate.

How do I report suspicious or fraudulent activity? Reach out to our support team immediately with details of the incident.

Is it safe to pay in advance? Yes — payments made via JazzCash, Easypaisa, or bank transfer are held securely, and refunds are guaranteed under our Refunds Policy if something goes wrong with your order.

10. Policies

1. Privacy Policy
2. Terms and Conditions
3. Returns Policy
4. Refunds Policy

11. Contact Us

Still need help? Reach out to our support team:

1. Email: support@sialo.pk
2. Contact Number: +92 332 1442222

September 2026 — Sialo.pk Help Center