A: We deliver to most cities and serviceable areas in Pakistan through our courier network. If your area is out of standard coverage, we’ll contact you before dispatch with options (alternate address, hold for pickup, or cancel/refund if needed).
A: Delivery time depends on your city and the service tier you choose at checkout. Express services can be next-day/overnight in many routes, while standard delivery may take a few business days. Remote destinations can take longer. (Delivery times exclude Sundays/public holidays.)
A: COD availability depends on your city and order value. If COD is available for your address, you’ll see it as a payment option at checkout.
A: Once your order is dispatched, we send a tracking link or tracking number by email/SMS/WhatsApp. Tracking usually updates after the courier scans your parcel at pickup.
A: Orders placed before our daily cut-off time (shown at checkout or on the product page) are usually processed the same business day. Orders after cut-off are processed the next business day. (Cut-off times may vary on sale days.)
A: First, check the tracking link. If the shipment shows no movement for 48 hours, contact us with your order number—we’ll open a courier trace and update you. Delays can occur due to weather, route closures, peak sales, or incomplete address details.
A: You can request an address change before dispatch. After dispatch, changes depend on courier policy and may require a hold-for-pickup or re-delivery attempt.
A: Couriers typically attempt delivery 1–2 times depending on the route. If unsuccessful, the parcel may be held at a local facility or returned. Make sure your phone number is reachable.
A: Choose your products, select quantity, add to cart, and check out. You’ll receive an order confirmation message when your order is placed.
A: Check your spam/junk folder and confirm your email/phone number is correct. If you still don’t see it within 10 minutes, contact support with your name and the time you placed the order.
A: You can request cancellation before dispatch. Once dispatched, cancellation is usually not possible; you can follow the return/replacement process if the item arrives damaged or incorrect.
A: We can usually edit orders before dispatch. After dispatch, we can’t modify parcel contents.
A: If a minimum applies (for certain regions or COD), it will be shown at checkout.
A: If inventory changes, we’ll contact you promptly to offer a substitution, partial shipment, or refund for the unavailable item.
A: Scheduled delivery depends on the courier’s availability for your area. If available, we’ll confirm the slot before dispatch.
A: Payment methods can include COD (where available), bank transfer, and mobile wallet options. The exact options available for your address appear at checkout.
A: We use a payment gateway and do not store full card information on our servers. Always ensure you are checking out on the official Kohzar domain.
A: If bank transfer is offered, you’ll see the account details at checkout or in your confirmation email. Orders are dispatched after payment confirmation.
A: Common reasons include insufficient funds, bank authorization blocks, incorrect card details, or gateway downtime. Try again, use another method, or contact your bank.
A: If applicable, taxes will be shown at checkout and included on your invoice/receipt.
A: Yes. You’ll receive an order confirmation and can request an invoice via support if you need it for business or gifting.
A: For food safety, we generally do not accept returns of opened or used edible products. However, we do support replacements/refunds for items that arrive damaged, leaking, expired, or incorrect.
A: Please report within 48 hours of delivery with clear photos/video of the parcel, the product, and the shipping label.
A: Broken seal, leakage, cracked container, contamination signs, or missing items. Natural crystallization in honey or natural thickening in syrups is usually not “damage.”
A: Send your order number + photos/video + short description of the issue to our support email/WhatsApp. We’ll respond with the next steps and a resolution (replacement or refund).
A: For many food-related claims, we may not require return shipping. If return is required, we will provide instructions.
A: After approval, refunds are processed back to the original payment method. Banks and gateways may take additional time to reflect the refund.
A: We can re-ship (additional delivery fee may apply) or refund the order value minus shipping/handling, depending on the situation.
A: Check the outer package first. If there’s leakage or damage, take a quick photo before opening. Then check the products, seals, and labels.
A: Crystallization is a natural process in real honey and is generally safe. You can gently warm the container in lukewarm water to return it to a liquid state (avoid high heat).
A: Natural syrups can thicken due to temperature changes. Gently warm the bottle in lukewarm water and shake well.
A: Nuts and seeds contain natural oils; aroma can vary by harvest and roasting level. If you smell a sharp rancid/paint-like odor, stop using it and contact support
A: Yes—use clean, dry, airtight containers. Keep away from moisture and heat.
A: No. Do not consume if the safety seal is broken or the packaging shows signs of contamination. Report it within the claim window.
A: We do not claim certifications we don’t hold. Our focus is on clean ingredients, hygienic handling, and continuous improvement of internal quality systems.
We follow practical quality measures—such as careful sourcing, consistent batching, hygienic packaging, and storage guidance—while we continue to build systems that can support future audits/certifications.
A: We are in process of getting standards certification, we can share them upon request.
A: Some products may include permitted food-grade stabilizers/preservatives (for example, to maintain shelf stability in syrups). Always check the ingredient list on the product label.
A: We do not label sugar-based syrups or honey as “diabetic-friendly.” People managing diabetes should treat them as sugar sources and use portion control per their clinician’s advice.
A: Global guidance recommends not relying on non-sugar sweeteners for long-term weight control. Stevia can still be useful as a sugar replacement tool, especially when it helps reduce free-sugar intake.
A: No. Do not consume if the safety seal is broken or the packaging shows signs of contamination. Report it within the claim window.
A: Yes—wholesale pricing is available for eligible partners (retailers, cafés, resellers). Contact us with your business details to receive our wholesale catalog and MOQ (minimum order quantity).
A: Yes. Share your city/region, channel (online/offline), and expected monthly volume. We’ll review and respond with next steps.
A: We recommend replying to wholesale/partnership inquiries within 1 business day (see SLA section).
A: No—guest checkout can be enabled. Creating an account makes it easier to track orders and reorder.
A: Use the “Forgot Password” link on the login page. If you don’t receive the email, check spam/junk or contact support.
A: Log into your account and update your saved addresses, or contact support if you need a change before dispatch.
A: Only if you opt in. You can unsubscribe anytime.
A: We use your information to fulfill orders, provide support, and (if you opt in) share offers. See the Privacy Policy page.
A: It depends on the specific SKU. Check the product page/label for “raw,” “roasted,” “salted,” or “unsalted.”
A: Bitterness can come from natural oils oxidizing (rancidity), or from the variety/roast level. If the taste is sharp and unpleasant, stop using and contact support.
A: Some dried fruits are naturally sweet; others may be sweetened depending on the product. Check the ingredients list for added sugar/syrup.
A: Color and texture vary by harvest, drying method.
A: Honey should not be given under 12 months. After 12 months, honey and syrups are still “free sugars,” so use in small portions and prioritize balanced meals.
A: Stevia sweeteners are widely used, but global guidance advises not relying on non-sugar sweeteners for long-term weight control. Use it mainly to reduce sugar intake and gradually reduce sweetness preference.
A: Natural honey can show air bubbles or separation depending on temperature and handling. If you see fermentation odor (sour/alcohol-like), stop using and contact support.
A: If water enters the bottle or the bottle is stored improperly, fermentation risk can increase. Always use a dry spoon, close tightly, and store as directed.