Account and Client Portal

Chat with our team on the website

By the Mr Balaclava team · Updated 2026-10-06

Short answer

Click Let's Talk on any page. Our assistant answers common questions at once, but never with prices. Choose Talk to a team member for a person, Leave your details for a follow-up, or WhatsApp us. Our team replies in the chat during office hours.

The website chat is a quick way to ask a short question while you browse, for example about minimum quantities, lead times, samples, shipping or payment.

How it works

Click Let's Talk on any page.
Type your question, or tap a topic: Minimum order quantity, Lead time, Samples, Shipping or I need a quotation.
Our assistant answers at once. It uses an AI service to write its answers from our approved information, and says so when it does not know. It never gives prices: your price comes with your quotation.
Tap I need a quotation and the assistant asks a few questions (product, quantity, country, branding and your email) for our team.
To reach a person, click Talk to a team member. Add your email if you like and click Ask the team, or click Skip, just connect me. When the assistant cannot help, it connects you to our team by itself.

Under the message box you see: "By contacting us you agree to our Terms and Conditions and Privacy Policy. Your messages are kept for the record." There is no button to press. A security check may run when you send your first message.

When our team replies

Our team works Monday to Friday 9:00–18:00 and Saturday 10:00–16:00, Pakistan time (UTC+5). During these hours, a team member replies in the chat. Outside them, click Leave your details (your name, email or WhatsApp number) and we reply on the next working day.

Our replies appear in the chat window; we do not send them by email. To keep a copy, click Email me this conversation, then Send the copy. Prefer WhatsApp? Click WhatsApp us to write to us at +92 370 7981102.

Good to know

A message can be up to 1,500 characters. Click Add an emoji to add one.
Click Attach a file, or drag a file into the chat, to send a logo, artwork or tech pack: one file per message, up to 10 MB, as JPG, PNG, GIF, WebP, PDF, AI, EPS, DOCX or XLSX. SVG and ZIP files are not accepted.
When the assistant shows products, click View product to open the page, or Quote this to ask for a quotation.
A closed conversation stays in the window for 24 hours. A conversation closes after 7 days without messages.

Signed in to your account

Click Your conversations to see all your topics: website chats, conversations about an order ("Order …") and "Message to our team". Open one to continue it, or click Start a new conversation; the conversation you were in then closes.
In My Account, Message us about this order opens the chat on that order. When we reply there, we email you.
My Account → Messages keeps the history. Chats you started while signed out are not listed there. See What is the Client Portal?

Privacy

Your messages and files are kept so our team can answer you, and are also sent to the AI service that writes the assistant's answers. Please do not share passwords or payment details in the chat.
The chat remembers your conversation in your browser (see our Cookie Policy).
WhatsApp is a service of WhatsApp/Meta; its own terms and privacy policy apply to messages you send there.

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Mon–Fri 9:00–18:00 · Sat 10:00–16:00, Pakistan time (UTC+5)