Care instructions
ARE PRICES THE SAME ON THE ONLINE STORE AND AT MY LOCAL OUTFITTERS STORE?
Yes, but if there are any discrepancies between the prices that appear on the website and those marked on garment tags, the correct price is always the one on the tag.
WILL YOU RESTOCK ITEMS THAT ARE MARKED AS "SOLD OUT"?
If an item is sold out, you can request that we notify you when it is back in stock. If it becomes available again within 15 days we will send you an e-mail to let you know. If there is no more stock, we will remove it from the website
WILL I RECEIVE THE SAME PRODUCT I SEE IN THE PHOTO?
Actual product color may vary from the images shown. Every monitor or mobile display has a different capability to display colors, and every individual may see these colors differently. In addition, lighting conditions at the time the photo was taken can also affect an image's color.
IS IT POSSIBLE TO RECEIVE REGULAR INFORMATION VIA E-MAIL WITH THE LATEST OUTFITTERS ITEMS AND OFFERS?
Yes, you just have to subscribe to the Outfitters newsletter by filling in your email ID, and you will receive information about the latest Outfitters items, articles and events.
You can find the Newsletter tab in website footer at www.outfitters.com.pk
CAN I UNSUBSCRIBE TO THE OUTFITTERS NEWSLETTER?
You can easily cancel your subscription by clicking on the "newsletter" menu and select "Unsubscribe".
HOW CAN I RECOVER A FORGOTTEN PASSWORD?
If you have forgotten your password, you can recover it from "Login - Forgotten your password?" section. You will receive an e-mail with a link to enter and confirm your new password. Your password must be alphanumeric with a minimum of 8 characters including at least one uppercase letter.
HOW CAN I MAKE SURE MY PURCHASE WAS MADE CORRECTLY?
Once you place your order you will receive a confirmation e-mail. If you do not receive the e-mail, contact our Customer Service department at contactus@outfitters.com.pk.
CAN I FIND OUT THE STATUS OF MY ORDER?
Yes. Go to the orders placed section in my account and you will see the real-time status of your order.
In the case that you placed the order as a guest, you can track the status and manage the order from the confirmation email. You can also track your order from our website. The link is given below
https://outfitters.ginkgoretail.net/ordertracking
WHAT SHOULD I DO IF I RECEIVE A FAULTY ITEM/ INCORRECT ITEM?
Outfitters only sells items in perfect condition, so in the exceptional case that you receive a garment with a defect, contact our Customer Service department via E-mail, sharing the images of the defective article along with your order number at contactus@outfitters.com.pk or you can file your complaint on our complaint form https://outfitters.com.pk/pages/complaint-form
If you were to, accidentally, receive an item that you did not order, please contact our customer service department.
CAN I CANCEL MY ORDER?
Yes only if the order is not dispatched yet. You can contact our customer service department to get your order canceled
IS MY PERSONAL INFORMATION CONFIDENTIAL?
Your personal information is confidential. We do not rent, sell, barter or trade email addresses. When you place an order with us, we collect your name, address, telephone number, credit card information and your email address. We use this information to fulfill your order and to communicate with you about your order. All your information is kept confidential and will not be disclosed to anybody unless ordered by government authorities.
HOW CAN I CONTACT THE CUSTOMER SERVICE DEPARTMENT?
You can contact us with any questions related to online sales through the following channels:
UAN: 042-111-11 6387
E-mail: contactus@outfitters.com.pk
Our social media pages on Facebook, Instagram etc
Customer Service Department Hours: Monday to Friday from 9:00AM to 9:00PM PST.
DO I HAVE TO REGISTER TO MAKE AN ONLINE PURCHASE?
You can make an online purchase as a guest, without having to create a user account in the online store. This purchasing option is also available on our Mobile App and Website.
At Outfitters we recommend having a user account, as it will make shopping easier by saving an address book and your payment details. You also have a record of orders, returns and invoices.
CAN I PLACE AN ORDER BY PHONE?
No. You will have to place the order online.
HOW TO BUY?
You just have to follow these steps:
- Choose the Gender (men, women or Junior's) and Products from the Collection (garment type).
- Display the product(s) that interest you. With just one click you’ll get an expanded view of the garment showing details and the back of the product, as well as its composition, available sizes, reference number and price.
- Select a garment and add the item to your Shopping Cart. You can then choose to continue shopping or process the order. Select the size and color of the product(s) you want right from there. To process your order, click on your Shopping Cart.
- If you want to continue shopping, repeat the process; when you are finished click on "Shopping cart" and then on "Place Order."
- Once you’ve entered your information, check that it’s correct and click "Continue to Shipping"
- Select a payment method i.e. COD or Paid through Credit card.
HOW CAN I FIND OUT IF AN ITEM IS AVAILABLE?
To find out if an item is available on the online store simple enter the reference number into the search engine on our website.
WHAT IF I DON'T HAVE THE REFERENCE NUMBER?
We need the reference number because due to the large quantity of items and frequent updates, it would be very difficult for us to identify the exact item in question without it.
We encourage you to take a look at our collections and social media profiles to see if you can find the item and its reference number.
If ultimately you are not able to locate the reference number we invite you to send us a photo by e-mail so that the corresponding department can make the necessary verifications to answer your question.
HOW CAN I USE THE SCAN FEATURE ON THE APP?
Simply open the application and scan the tag of an Outfitters item. You will be directed to the page on Outfitters.com.pk where you can purchase the product. You can also find the scan barcode option on our website menu.
ARE ITEMS FROM PAST SEASONS AVAILABLE?
Yes, the articles from past season are available on our website. For any specific product information you can contact our customer service department.
WHERE CAN I FIND A SIZE CHART?
On product pages you can find a size chart to the right of each photo. We encourage you to check out "Size chart" section. If you are nevertheless still having doubts, contact our Customer Service department at contactus@outfitters.com.pk
HOW CAN I FIND OUT THE LENGTH OF A PAIR OF TROUSERS?
All our trousers have more or less the same length. For further details kindly check our Size Guide option for that specific product.
I WOULD LIKE MORE INFORMATION ABOUT COMPOSITION AND CARE TIPS FOR AN ITEM.
On product pages you can find a Composition & Care to the right of each photo. We encourage you to check out “Composition & Care” section. If you are nevertheless still having doubts, You can contact our Customer Service department and tell us the reference UAN: +92-42-111-11 6387.
WHAT PAYMENT METHODS CAN I USE TO MAKE PURCHASES?
We offer the following payment methods: COD, VISA, MasterCard, BaadMay | Buy Now Pay Later and and Discount Coupons, if applicable.
WHY WAS MY CREDIT CARD DECLINED?
Your card may have been declined for one of the following reasons:
- The card may be expired: check that your card is not past its expiry date.
- You may have reached the card limit: check with your bank that the card has not exceeded the limit amount for purchases.
- You may have entered something incorrectly: check that you have correctly filled in all the necessary fields.
WHAT SHOULD I DO IF I SEE A DOUBLE CHARGE FOR AN ORDER?
Contact your bank for more information. You can also contact our customer service department at contactus@outfitters.com.pk
CAN I PAY IN THE STORE WHEN I RECEIVE THE ORDER?
The payment must be made through COD or online to finalize the order, and it is not possible to pay in the store when you receive it. However, you have the option to try on the items in the store when you pick up your order and return or exchange any items you are not happy with.
IS IT SAFE TO USE MY CREDIT CARD ON THE WEBSITE?
Yes, the information is transmitted safely with SSL encryption. Only Safe Electronic Commerce (SEC) transactions will be accepted for payments using Visa and Mastercard. After verifying that the card is secured under the SEC system, the system will contact the card's issuing bank so that the buyer can authorize the purchase. When the bank confirms the authenticity, the card will be charged. Otherwise, the order will be canceled.
WHERE CAN I RECEIVE MY ORDER?
You can receive it at a private address (home, work or a drop point), but never a post office box or at Outfitters store of your choice.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Orders will be delivered in 5-7 working days in regular days and during sales it will be delivered in 7-10 working days.
Orders placed on Saturday and Sunday or any gazetted holidays will be sent for processing on the next working day. During rush hours or delays in verification of information, orders can face temporary delays. Orders placed through online payment system have to go through a fraud status check and once cleared by our payment processor will be processed further.
Payments will be collected from the shipping address for all cash on delivery methods. Once the order is shipped, you will receive an email contact tracking information, be sure to check junk/spam folders as well.
HOW MUCH IS SHIPPING COST?
FLAT Shipping 298 PKR + FBR POS Fee 1 PKR will be charged on order within Pakistan.
WHICH COURIER WILL DELIVER THE ORDER?
It depends on the delivery area and the type of shipment. When the order leaves our warehouse we will send you an e-mail with the courier information with tracking details.
WHAT HAPPENS IF I'M NOT AT HOME WHEN THE ORDER IS DELIVERED?
The order will be at the courier warehouse, Courier will call for the confirmation, and then it will be re-attempted. Order will be re-attempted twice and if not collected, order will be returned back to shipper
ORDER CANCELLATION
For cash on delivery orders, we follow the practice of verifying orders with a maximum number of 2 confirmation calls., if left unattended your order will be cancelled. Orders can be cancelled upon customer's request any time before they are processed, Outfitters may cancel orders for any reasons which may include: Out of stock items, incorrect mobile number or technical errors.
Exchange, Return & Refund Policy
1. B&M (In-Store Purchases)
• All purchases are non-refundable.
• Exchanges are accepted within 14 days with the original receipt.
• Product must be unused with tags, labels & original packaging.
• Items will be exchanged at the current selling price.
• Sale items are not eligible for exchange or refund. Only size exchange is allowed.
• No exchange on fragrances, undergarments, jewelry & accessories.
For Contact: +92-42-111-11 6387 & Email: contactus@outfitters.com.pk
2. Online Purchases
2.1 General Policy
• All purchases are non-refundable.
• Exchanges are accepted within 14 days of purchase.
• Products must be unused, unwashed, and in original condition with all tags, labels, and packaging intact.
• Items will be exchanged at the current selling price.
• No exchange on fragrances, undergarments, jewelry & accessories.
2.2 Store Exchange
• All purchases are non-refundable.
• Exchanges are accepted within 14 days with the original receipt at any Outfitters store.
• Product must be unused with tags, labels & original packaging.
• Items will be exchanged at the current selling price.
• Sale items are not eligible for exchange or refund. Only size exchange is allowed.
• No exchange on fragrances, undergarments, jewelry & accessories.
2.3 Online Orders
Online purchases follow the same 14-day exchange policy at any Outfitters store.
You can return or exchange your online order in two easy ways:
(a) Exchange at Any Outfitters Store (Fastest Option)
• Bring the product along with the original invoice.
• Product must be unused with tags, labels & original packaging.
• Items will be exchanged at the current selling price.
• Sale items qualify for size exchange only.
(b) Return via Courier
• Contact Customer Support within 14 days of delivery and share your order details and issue.
• Our team will verify the claim and arrange free return shipping (if applicable).
• Pack the item securely with original labels, tags, and packaging.
• Once received, a replacement or appropriate resolution will be provided.
3. Damaged or Defective Items
• If you receive a damaged, incorrect, or defective product, Outfitters will cover the return shipping cost.
• A replacement, exchange, or appropriate resolution will be provided.
• Claims must be reported within 7 days of delivery through our customer support.
HOW CAN I USE A DISCOUNT CODE?
Discount codes are entered just before completing payment and finalizing the order.
When you are at the payment stage, enter the code we sent you in the "Gift Card or Discount Code" field during step "3.Payment" and click Apply. You will then be able to see the discount reflected in the final purchase amount.
Don't forget that promotional codes have expiry dates, they are valid exclusively for one use on the online store.
IF I HAVE A CODE, IS THE DISCOUNT APPLIED AUTOMATICALLY?
Once you enter the code in the field "Discount code" and click on Apply only then you will see the discount reflected in the final purchase amount.
HOW CAN I FIND OUT WHEN THE NEXT PROMOTION ON OUTFITTERS.COM.PK WILL BE?
We announce our promotions on the home page of our website and through social media, newsletters and push messages on our App.
CAN I EXCHANGE AN ITEM THAT I BOUGHT DURING A PROMOTION?
Only size exchanges are possible for articles that are bought on promotion subject to availability of the size at retail store.
HOW CAN I MODIFY MY ACCOUNT LOGIN INFORMATION?
To change your login information you have to first log in to your account. In the section "Login details" you can change the password and email address linked to your user account.
HOW CAN I MODIFY THE DEFAULT DELIVERY ADDRESS ON MY ACCOUNT?
You have to first log in to your account, then in the "Address book" section you can add new addresses or change or delete existing ones.
You can also modify the address in the "Shipping" step of the purchase process, but the changes you make there will not be saved for future purchases.
CAN I MODIFY THE DELIVERY METHOD OR STORE FOR MY ORDER?
It is not possible to modify the delivery method for a completed order. If it has not left the warehouse yet, you may cancel it and make a new purchase with the correct delivery method. Be aware that in the meantime some of the items may have sold out.
CAN I ADD, DELETE OR CHANGE ITEMS IN A COMPLETED ORDER?
It is not possible to modify the content of completed orders. If it has not left the warehouse yet, you may cancel it and make a new purchase. Be aware that in the meantime some of the items may have sold out.
WHAT DO I DO IF MY ACCOUNT IS DISABLED?
Accounts are automatically disabled when incorrect login details are entered too many times. To log back in you have to contact our Customer Service department at contactus@outfitters.com.pk
CLOTHING CARE
How can I make my clothes stay in the same condition as I bought them for longer? Do I have to take a garment to the dry cleaners? At what temperature should I iron my shirts? Learn to read the labels and symbols so that your clothes look the very best when you wear them.
SYMBOLS
Learn the washing care symbol labels and always follow the instructions, which have been previously tested by experts in a laboratory in order to guarantee the quality of our garments.WASHING
Machine wash. Do not exceed the indicated temperature.
By hand. Do not exceed 40 degrees.
By hand or machine wash- using a short spin program and always wash at the indicated temperature.
Dry clean. No water can be used.
WHITENERS/ BLEACH
You can use bleach.
You cannot use bleach.
IRONING
Garments that are not iron resistant.
110º/230ºF 
150º/302ºF 
200º/392ºF
Garments that may be ironed at the indicated temperature.
DRY CLEANING
Using any type of solvent.
Using mineral products only.
Clean with Perchloroethylene.
Garments that cannot be washed and require a professional service.
DRY
Hang the wet garment on a clothes line or a rail, inside or outside the house without wringing or shaking it beforehand.
Place the garment on a horizontal surface to allow it to dry.
You can use a tumble dryer at moderate heat.
Cannot use a tumble dryer.
PRACTICAL ADVICE
DO I HAVE TO WASH A GARMENT?
If the garment is not dirty, airing and brushing them can sometimes be sufficient. This allows you save energy and your clothes will last longer.
DETERGENT
Using detergent with ecological labels will help the environment. Try not to use more detergent than recommended by the instructions on the bottle. Using greater quantities can result in clothes staining and skin problems.
SOFTENER
Softener is unnecessarily wasteful and results in high levels of harm to the environment.
BLEACH
Use bleach in cold water and for a maximum of one hour. Do not use iron, bronze or steel containers.
HAND WASHING
Remember to completely dissolve detergent prior to adding clothes.
Separate garments for the first few washes as the water can become colored.
WASHING MACHINE
TEMPERATURE
Always follow the indicated washing machine temperature. Colourful garments that should be washed at 60 degrees can run if washed at 40 degrees or by hand. It is not always best to wash at a lower temperature.
DRY
It is advisable to spin the clothes well prior to drying them. Remember that it is best to dry clothes outdoors. However, try to avoid exposing the garment to direct sunlight to prevent them from fading.
IRONING
Classify your clothes according to the temperature level on the label and begin with one that is lower. It is better for clothes to be a little damp when ironing them. When finished, using the damp cloth remove any remnants that may have become stuck before the iron cools down.
RECYCLING YOUR CLOTHES
Donate any clothes that you do not use to organisations that distribute them to people in need. This will prolong the life of your clothes.
DENIM
Denim gets its look from a coloration technique that can release small pigments that run during washing. Wash jeans inside out so that they do not lose colour and which prevents the formation of white stains in the folds.
DOWN FILLING
Place tennis balls in the washing machine to ensure a uniform distribution of the padding.
CHUNKY KNIT GARMENTS
Chunk knit garments must be wrapped in a towel and dried in a horizontal position so that they do not lose their original shape.
WATERPROOF CLOTHES
Waterproof clothes can be dried by wringing. If you prefer to put them into the washing machine, remember to always use a very low temperature.
FABRICS
WOOL
Shrinks if washed at a very high temperature and loses shape if hung to dry. It is a good thermal insulator. It tends to compress and to go yellow.
COTTON
It shrinks if washed at too high a temperature. It withstands ironing and if it is colored, must be washed separately for the first time. It is cool, flexible and highly resistant. It tends to crease.
LINEN
It must be always washed by hand, at a low temperature and without spinning. It withstands ironing. It is cool and pleasant to the touch and does not get dirty easily.
SILK
Do not wash at high temperatures or spin. It must be ironed without using steam and at low temperature. It is strong, light, pleasant to the touch and colours stay well. It is delicate. Professional care is needed for stubborn stains.
ACETATE, RAYON OR VISCOSE
Must not be spun in order to prevent loss of shape. They have a silky feel and colours stay well. They have low resistance when wet, burn easily and are prone to static electricity.
POLYESTER OR NYLON
They are sensitive to heat, must be washed in lukewarm water and ironed at a low temperature without using steam. They are very resistant, do not crease easily and colours stay well. They burn easily and are prone to static electricity.
SHOE CARE
TEXTILES
Clean with a cloth. Wash with cold water and neutral soap and avoid wetting the shoe. Tip: You can use a clothes stain-remover.
SUEDE / NOBUCK LEATHER
Use repellent spray to avoid stains. To preserve its suede finish, do not use creams. Tip: Apply an anti-dust repellent spray (repellent for mops).
PATENT LEATHER / ANTIC LEATHER
Remove stains with some cotton damped in milk or vinegar, polish with a dry cloth. Tip: Polish and rub to bring out the original shine.
NAPPA / PULL-UP / BOXCALF
Remove dust with a dry cotton cloth and polish. A colourless or same tone cream may be used. Tip: Rub with a soft sponge with a colourless natural cream.
GREASE
Brush and apply footwear grease. Tip: Use horse grease or natural wax.
LEATHER
Remove dust with a dry cotton cloth to polish. A colourless or same tone cream may be used. Tip: If the stain remains, rub a cloth damped with water and neutral soap.
RECTIFIED LEATHER
Rub with a damp cloth to remove superficial stains. Tip: In case of deeper stains, use a white repair cream of any brand.
SYNTHETIC MATERIAL
Rub with a damp cloth to remove superficial stains. Tip: Allow to dry at room temperature.
SYMBOL CAPTIONS
Do not submerge in water.
Do not wash with water.
Wash with cold water.
Dry at room temperature.
Use a soft brush.
Use wax.
Apply anti-dust repellent spray.
