Frequently Asked Questions

Frequently Asked Questions

Are your products authentic?

Yes. We buy from authorised distributors, never the grey market. Every product arrives sealed and in date, with its batch code intact so you can verify it against the brand's own checker. If you ever receive something you are unsure about, send us a photo and we will trace it for you.

How long does delivery take?

We dispatch within 48 hours on working days. Most orders arrive in 2 to 4 working days depending on your city. Remote areas can take a little longer.

How much is delivery?

Delivery is free on orders over Rs. 5,000. Below that it is a flat Rs. 200. You will see the exact charge at checkout before you pay.

Can I pay cash on delivery?

Yes, cash on delivery is available across Pakistan. You can also pay by card at checkout.

Do you deliver outside Karachi?

Yes, we deliver nationwide across Pakistan.

Do you ship internationally?

Not at the moment. We currently deliver within Pakistan only.

Can I return something?

You can request a return within 7 days of delivery, provided the item is unopened, unused and still sealed. For hygiene reasons we cannot accept opened or swatched skincare and cosmetics. Damaged, faulty or incorrect items are different: tell us within 48 hours with photos and we will replace or refund at no cost to you. Full details are in our Refund Policy.

How do I track my order?

You will get a confirmation when your order is dispatched, with tracking details where the courier provides them. If you have not heard from us within 48 hours of ordering, email us and we will check.

Which products should I start with?

If you are new to actives, start with one: a gentle cleanser, a moisturiser, and a daily SPF. Add a single treatment such as niacinamide or centella before reaching for retinol. You can browse by concern under Skincare, or email us and we will build you a routine.

Can I use retinol and vitamin C together?

Generally not in the same routine if you are new to them. Use vitamin C in the morning and retinol at night, start retinol two nights a week, and always wear SPF. If you have a skin condition or are pregnant, speak to a doctor first.

Do you offer samples?

We include samples with orders when brands supply them, though we cannot guarantee a specific one.

How do I contact you?

Email novitualofficial@gmail.com and a person will reply.