Frequently Asked Question

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Product & Prices

Are all products on LiveWell.PK original and genuine?
Yes, we are committed to offering our customers only 100% genuine and original products. Please send us an email on Orders@LiveWell.PK if you think a product listed on our website does not fulfill these standards.


Are all products on LiveWell.PK new and unused?
Yes, LiveWell.PK only offers 100% new and unused products. Please send us an email on Orders@LiveWell.PK if you think a product listed on our website that does not meet these criteria.


Where can I find more detailed information about a product?
Information regarding your product are described in the 'Description' section and more detailed information can be found on the 'Specifications', ‘Videos’ and Customer ‘Reviews’ tabs on the product pages.


Are there any hidden costs or charges if I order from LiveWell.PK?
There are no hidden costs or charges when you order from LiveWell.PK. All costs are 100% visible at the end of the checkout process.

Are the prices on LiveWell.PK negotiable?
Prices on LiveWell.PK are not negotiable. LiveWell.PK has thousands of products with best prices and deals.

How do I know if a product comes with warranty?
If a warranty is offered on a product, the warranty period will be displayed on the product page, to the right of the product image.

Ordering at LiveWell.PK

Do I need an account to shop on LiveWell.PK?
Having a LiveWell.PK account helps us to make your shopping experience fast, secure and convenient. You can create your own LiveWell.PK account or simply use your Facebook login.

How can I track my order?
We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number.

How quickly can I get my order?
We do our best to get your orders delivered by the date listed on the product page.

What are the shipping charges?
Shipping charges are the costs undertaken by LiveWell.PK and our logistics partners to bring your ordered item to your doorstep. Shipping charges are calculated based on your location and the weight of the product(s) in you order.

How do I cancel my order?
If your order is not yet on its way to you, you can simply cancel your order by getting in touch with our Customer Support Team. You can reach our team 24/7 via email orders@LiveWell.PK or under +(042) 3591-5290 (9am - 10pm).

If your order is already on its way to you or if you have already received your order, you may be able to return your product (See our Return policy for detailed information).

My order is delayed. What should I do?
We are sorry that your order is delayed. You can follow its progress by entering your tracking number. If the status has not changed in a while, please get in touch with our Customer Support Team. You can reach our team 24/7 at orders@LiveWell.PK or you can call us under +(042) 3591-5290 (9am - 10pm).

Why am I having trouble placing products in the cart?
If you are having trouble placing products in your cart, please make sure that you have made all relevant size and color (if applicable) selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Please get in touch with our Customer Support Team. You can reach our team 24/7 via email orders@LiveWell.PK or under +(042) 3591-5290 (9am - 10pm).

I haven't received the invoice for my order.
A hard copy of the invoice should always be sent along with your order. If you have not received an invoice, please get in touch with us and we will send you a copy of your invoice. You can reach our team 24/7 via email orders@LiveWell.PK or under +(042) 3591-5290 (9am - 10pm).

My credit or debit card payment was processed successfully but I didn't get any order confirmation. What should I do?
Please get in touch with us so we can look into the matter. You can reach our team 24/7 via email orders@LiveWell.PK or under +(042) 3591-5290 (9am - 10pm).

Payment

Do I need to pre-pay for my product when I order it?
Pre-payment is 100% safe and easy. However, LiveWell.PK also offers you the possibility to pay through Cash On Delivery (CoD). With CoD, you can pay in cash to the delivery agent upon receipt of your order.

Note:

  • Some Items may not be available for CoD
  • The maximum order value for CoD is 5,000 PKR
  • Gift cards or vouchers cannot be used to make CoD payments


Are there any hidden charges when I make a purchase on LiveWell.PK?
There are no hidden charges when you make a purchase on LiveWell.PK. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash to the rider.

Is it safe to pay with credit / debit card?
Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customers’ details are completely secure.

Can I pay using the LiveWell.PK app or the LiveWell.PK mobile website?
The LiveWell.PK mobile app and mobile website offer all the payment options that the LiveWell.PK website version offers. You can pay without any worries with the preferred option of your choice.

How do I use a gift-card or a voucher?
It’s simple! When you get to the payment stage while checking out simply enter the gift card code in the voucher box.

My order value is more than my voucher amount. What do I do?
If your Gift Card value is less than the order amount, you’ll be asked to select an additional payment method to complete the payment.

How to Return a Product

1.  f780a2b3f0529edb6196620bb40cd446.jpg Call 021-111-132-729 to create your return request


2.  842a3bea871aca4caf5c09905fc0aff4.jpg Fill in the returns form you received with your order


3.  d969f2e14f7627f6c5d097043ca6a28e.jpg Pack your LiveWell.PK parcel securely, with the product in the original undamaged manufacturer's packaging as delivered to you


4. a3fa1e398f42d8db855911f0ed5c5ff1.jpg  Attach the return label that you received with your order to the top of the parcel (ensure that delivery label is covered)


5. eaf6efda3ce9d2923a35c630500e524f.jpg  Head to your nearest TCS drop-off point or wait for collection by our pick-up service


6. sms.jpg  We will send you a tracking number via SMS

 

Delivery

Does LiveWell.PK deliver across all of Pakistan?
LiveWell.PK delivers all across Pakistan through its logistics partners AIGx, TCS, Leopards and Pakistan Post.

How long does it take to receive my product?
Delivery timelines vary depending on your city and your selected product.

How can I track my order?
We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number.

Can I change my shipping address after I have placed my order?
You can request for your order to be delivered to a different address within the same region or city before your order is shipped.

If you want to change the shipping address to a different region or city, we will have to cancel and replace the original order.

I found the package open and the product seal broken on delivery. What should I do?
You should refuse to accept an open package. If you do accept such a package by mistake or find out it has been tampered with, please get in touch with us immediately.

I missed my delivery. What happens now?
We’ll attempt to deliver your order again the next working day. We will try to deliver a total of 3 times before cancelling your order.

Will somebody contact me before delivering the package to my location?
Our delivery person will contact you to confirm your exact location.

What are the shipping charges?
Shipping charges are the costs undertaken by LiveWell.PK and our logistics partners to bring your ordered item to your doorstep. Shipping charges are calculated based on your location and the weight of the product(s) in you order.

I ordered multiple items but I have received only one item so far. What’s going on?
Items sourced from different distributors are often shipped separately to make sure that there is no delay in fulfillment of your order. Rest assured that you will get all your items within the delivery period mentioned on the product pages of those items.

Can I pick up my item instead of having it delivered?
Orders outside Karachi, Lahore, Islamabad and Rawalpindi can be picked up from Leopards or TCS service centers upon request. You will be notified when your items arrive at the service center so you can come for pick up.

My parcel has been reported missing. What now?
No need to worry. We will help you replace your order at no extra cost.