Production and quality
How will I know how my order is progressing?
Short answer
Your account manager sends photo and video updates at the main milestones by email or WhatsApp, including the work-in-progress update. Our system also emails you at every stage of your order, when it ships, with the tracking number, and when we need your approval.
You have a named account manager for your order. They send you photo and video updates at the main milestones, by email or WhatsApp, so you can follow your order without asking. Our system also emails you at every stage of your order, when it ships and when we need your approval.
Milestone updates
- Sample: photos or videos of your pre-production sample for your approval, or photos when your pre-paid sample is ready and sent. See Which sample do I need?
- Production start: the first pieces off the line.
- Work-in-progress update: photos during production, for you to review.
- Inspection: batch photos, or a video call from the inspection table, before dispatch.
- Packing: your packed cartons.
- Dispatch: the tracking number, sent the same day your order leaves.
Follow your order in My Account
With a customer account, you can check your order at any time:
- Orders shows the step each order has reached: Request, Quotation, Order, Production or Shipping.
- The order page lists its Production stages with dates, from Order confirmed to Delivered, with approvals, documents such as sample photos, and Messages about this order.
- Shipments shows the carrier and the tracking number once your order is dispatched.
Our emails link to your order in My Account, and we also email you when we reply to you there. You find everything under Needs your attention. Work-in-progress photos still come by email or WhatsApp. See Track your order in My Account.
The work-in-progress update and your payments
The work-in-progress update shows your order while it is being made. Please review it and tell us straight away if anything looks different from the approved sample. Bulk orders are paid in three stages: 30% advance payment to confirm the order and begin production. 30% during production after the customer has reviewed the work-in-progress update. Final 40% after the goods have passed quality control and are ready for shipment.
Want to see more?
- Video calls from the production floor and factory visits can be arranged with your account manager.
- Third-party inspections can be arranged during production or before dispatch.
Questions during production
Message your account manager by email or WhatsApp at any time. We reply within one working day. Our hours are Monday to Friday 9:00 to 18:00 and Saturday 10:00 to 16:00, Pakistan time (UTC+5).
Account holders can also click Message us about this order on the order page in My Account. It opens the website chat, where you can attach files, and we email you when we reply.
You can also use the website chat Let's Talk. The assistant answers common questions at once, and a team member replies in the chat during our office hours. Outside them, use Leave your details and we reply on the next working day. See Chat with our team on the website.
After dispatch, you can follow your shipment with the tracking number. See Can I track my shipment?
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Mon–Fri 9:00–18:00 · Sat 10:00–16:00, Pakistan time (UTC+5)