Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

Welcome to the MSquare Frequently Asked Questions page. Here you can find answers about ordering, payments, delivery, clothing sizes, jewellery, handmade bags, exchanges and customer support.

ORDERS

1. How can I place an order on MSquare?

Select the product you want, choose the required size or option, add it to your cart and proceed to checkout. Enter your correct contact and delivery information, select a payment method and confirm your order.

2. Do I need to create an account to place an order?

No. You may place an order as a guest. However, creating an account can make it easier to view your order history and complete future purchases.

3. How will I know that my order has been confirmed?

After placing your order, you will receive an order confirmation through email, SMS, WhatsApp or telephone, depending on the contact information provided during checkout.

Cash-on-delivery orders may require confirmation before dispatch.

4. Can I change my order after placing it?

Contact MSquare as soon as possible if you need to change the size, colour, delivery address or product.

Changes can only be made before the order has been processed or dispatched.

5. Can I cancel my order?

An order may be cancelled before dispatch. Once the parcel has been dispatched, cancellation may not be possible.

Contact our customer-care team immediately if you want to request cancellation.

6. Why was my order cancelled by MSquare?

An order may be cancelled because of:

  • Product unavailability

  • Incorrect pricing or product information

  • Payment verification issues

  • Incomplete contact or delivery information

  • Failure to confirm a cash-on-delivery order

  • The product failing our quality inspection before dispatch

If payment has already been received, it will be handled according to the applicable refund process.

PRODUCTS

7. What products does MSquare sell?

MSquare offers women’s fashion products, including:

  • Ladies’ clothing

  • Rings

  • Earrings

  • Necklaces

  • Chains

  • Handmade bags

  • Fashion accessories

Product availability may change depending on stock and seasonal collections.

8. Are the product colours exactly the same as shown on the website?

We make every reasonable effort to display product colours accurately. However, slight differences may occur because of photography lighting, screen settings, fabric dye variations or handmade finishing.

9. Are all products ready to wear?

Product details will mention whether an item is stitched, unstitched, ready to wear, adjustable or available in standard sizing.

Please read the product description carefully before ordering.

10. Will an out-of-stock product become available again?

Some products may be restocked, while limited-edition or seasonal products may not return.

You may contact MSquare on WhatsApp to ask about availability.

CLOTHING SIZES

11. How do I choose the correct clothing size?

Review the size guide provided on the product page before placing your order.

Measure your bust, waist, hips and garment length, then compare your measurements with the relevant size chart.

12. Are all MSquare products based on the same size chart?

Not necessarily. Sizing may vary depending on the fabric, cut, design and manufacturer.

Always check the individual product’s size guide instead of relying only on your usual size.

13. What should I do if I am between two sizes?

For fitted designs, choosing the larger size may provide more comfort. However, you should review the garment measurements and fabric information before ordering.

Contact our customer-care team if you need help selecting a size.

14. Can I exchange a clothing item for another size?

Eligible clothing items may be exchanged within 7 days of delivery, subject to stock availability and the conditions stated in our Returns and Exchanges Policy.

The product must remain unused, unworn, unwashed, unaltered and attached to its original tags.

JEWELLERY

15. Is MSquare jewellery adjustable?

Some rings, chains and necklaces may be adjustable, while others may have fixed measurements.

Check the individual product description for size and adjustment details.

16. Can jewellery be exchanged?

For hygiene and quality-control reasons, jewellery cannot normally be exchanged because of personal preference, change of mind or suitability.

It may only be eligible for replacement if it arrives damaged, defective or incorrect and the issue is reported within 48 hours of delivery.

17. How should I care for my jewellery?

To help maintain the appearance of your jewellery:

  • Keep it away from water and moisture.

  • Avoid direct contact with perfume, lotion, makeup and chemicals.

  • Remove it before bathing, exercising or sleeping.

  • Store each piece separately in a dry pouch or jewellery box.

  • Clean it gently with a soft, dry cloth.

18. Is MSquare jewellery waterproof?

Unless specifically mentioned in the product description, fashion jewellery should not be considered waterproof.

Regular contact with water, perfume, sweat and chemicals may affect its colour and finish.

HANDMADE BAGS

19. Are handmade bags exactly identical?

Handmade products may have slight differences in stitching, texture, embroidery, pattern placement or finishing.

These small variations are normal and make each handmade product unique.

20. How should I care for a handmade bag?

Keep the bag in a dry place and avoid overloading it. Protect it from water, sharp objects, direct sunlight and harsh cleaning products.

Use a soft, dry or slightly damp cloth for gentle cleaning unless different care instructions are provided.

21. Can handmade bags be exchanged?

Eligible handmade bags may be exchanged within 7 days of delivery if they are unused, undamaged and returned with their original packaging, tags and accessories.

Natural handmade variations are not normally considered defects.

PAYMENTS

22. What payment methods does MSquare accept?

Available payment methods will be shown during checkout and may include:

  • Cash on delivery

  • Bank transfer

  • Easypaisa

  • JazzCash

  • Debit or credit card, where available

Payment options may change depending on your location and store settings.

23. Is cash on delivery available?

Cash on delivery may be available for eligible orders and delivery locations within Pakistan.

Some high-value, customized or special orders may require advance payment.

24. Is it safe to make an online payment?

MSquare uses the payment methods and checkout services available through its authorized Shopify store and approved payment partners.

Never send payment to an account that has not been confirmed through MSquare’s official contact details.

25. What should I do after making a bank transfer or mobile-wallet payment?

Send your payment receipt or transaction screenshot to MSquare through WhatsApp or email along with your order number.

Your order will be processed after payment verification.

DELIVERY

26. Does MSquare deliver throughout Pakistan?

MSquare aims to deliver to serviceable locations across Pakistan through its courier partners.

Delivery availability may depend on the courier service operating in your city or area.

27. How long does delivery take?

Orders are generally delivered within approximately 3–7 working days after confirmation.

Delivery to remote areas, during public holidays, sales campaigns or periods of high demand may take longer.

28. How much are the delivery charges?

Delivery charges will be displayed during checkout or communicated before order confirmation.

Charges may vary according to location, parcel weight, order value and promotional offers.

29. How can I track my order?

Once your order has been dispatched, tracking information may be shared through SMS, WhatsApp or email.

You may also contact MSquare with your order number to request a delivery update.

30. What happens if I miss the delivery?

The courier may contact you or attempt delivery again according to its procedures.

Please keep your phone available and provide a complete address. Repeated failed delivery attempts may result in the parcel being returned to MSquare.

Additional delivery charges may apply if the order needs to be dispatched again.

31. What should I do if my parcel is delayed?

First check your tracking information. If there is no update or the delivery is significantly delayed, contact MSquare with your order number.

We will review the available courier information and assist you where possible.

32. What should I do if my parcel appears damaged?

Do not accept a parcel that is severely opened, crushed or visibly tampered with unless you are able to verify its contents.

Take photographs or a video of the parcel and contact MSquare immediately.

RETURNS, EXCHANGES AND REFUNDS

33. What should I do if I receive the wrong product?

Contact MSquare within 48 hours of delivery and provide:

  • Your order number

  • Clear photographs or a video

  • A picture of the product received

  • A picture of the parcel label and packaging

After verification, MSquare will arrange the appropriate replacement or exchange.

34. What should I do if my product arrives damaged or defective?

Report the issue within 48 hours of delivery.

Keep the product unused and preserve all tags, packaging, invoice and courier materials until your claim has been reviewed.

35. Can I return a product because I changed my mind?

MSquare primarily offers exchanges rather than returns or cash refunds.

Change-of-mind requests may not be accepted, particularly for jewellery, sale products, customized items and hygiene-sensitive products.

36. Who pays the exchange delivery charges?

For size changes, personal preference or change of selection, the customer is responsible for the return and replacement delivery charges.

If MSquare delivered an incorrect, damaged or verified defective product, MSquare will cover the reasonable exchange delivery charges.

37. Are sale items exchangeable?

Sale, clearance, promotional and discounted products are normally final-sale items.

They may only be considered for replacement if an incorrect, damaged or defective product was delivered.

38. When can I receive a refund?

A refund may only be approved in limited situations, such as when a verified damaged, defective or incorrect product cannot be replaced.

Refunds remain subject to inspection and approval under the Returns and Exchanges Policy.

39. How long does an approved refund take?

An approved refund may require approximately 7–10 working days after the returned item has been received and inspected.

Processing time may also depend on the bank, mobile-wallet provider or payment method.

PRODUCT CARE

40. How should I wash MSquare clothing?

Always follow the care instructions stated on the product label or product page.

In general:

  • Wash delicate items gently.

  • Separate dark and light colours.

  • Avoid harsh bleach.

  • Do not wring embroidered or embellished products.

  • Dry items away from excessive direct sunlight.

  • Use low heat when ironing delicate fabrics.

41. Can fabric colour bleed during washing?

Some dark, bright or naturally dyed fabrics may release excess colour during the first few washes.

Wash such products separately and follow the care instructions carefully.

MSquare is not responsible for damage caused by incorrect washing, drying or ironing.

CUSTOMER SUPPORT

42. How can I contact MSquare?

You can contact our customer-care team through:

WhatsApp: +92 329 0118810
Phone: +92 329 0118810
Email: muqadas.msquare@gmail.com

43. What information should I provide when contacting customer care?

Please provide:

  • Your name

  • Order number

  • Registered phone number

  • Product name

  • A clear explanation of the issue

  • Photographs or video where relevant

Providing complete information helps us review your request more efficiently.

44. Where can I read MSquare’s complete store policies?

You can find the following pages in the footer of the MSquare website:

  • Delivery Information

  • Returns and Exchanges

  • Privacy Policy

  • Refund Policy

  • Terms and Conditions

  • Size Guide

  • Contact Us

STILL NEED HELP?

Our team will be happy to assist you with product information, sizing, orders, delivery and exchange requests.

WhatsApp or call: +92 329 0118810
Email: muqadas.msquare@gmail.com