Customer service
Shipping & returns
How and when your order reaches you, and what to do if something is not right. Written for Pakistan and the UAE, and applied consistently everywhere else.
Free delivery on Pakistan orders over PKR 6,000 and UAE orders over AED 150. Unopened products can be returned within 30 days. Report damage within 72 hours and we replace it, no return needed.
When will my order be processed?
Orders are picked and dispatched on business days, Monday to Saturday, 9am to 6pm PKT. Orders placed after 4pm, on Sunday, or on a public holiday are processed the next working day. Prepaid orders are dispatched roughly a day sooner than cash-on-delivery orders, because they skip the verification call.
Where do you ship?
We ship nationwide across Pakistan and throughout the United Arab Emirates from local fulfilment, which is why delivery in both markets is fast and duty-paid. We also ship internationally to most other markets; rates and transit times are calculated at checkout before you pay.
When will I receive my order?
Pakistan
- 1–3 working days — Karachi, Lahore, Islamabad and Rawalpindi
- 2–5 working days — other cities
- 4–7 working days — remote and rural areas
United Arab Emirates
- Next day — Dubai, Abu Dhabi and Sharjah, for orders placed before 4pm GST
- 2–3 working days — Ajman, Ras Al Khaimah, Fujairah and Umm Al Quwain
International
Typically 7–14 working days depending on destination and customs clearance.
Delivery charges
- Pakistan — free over PKR 6,000; a flat PKR 250 below that
- UAE — free over AED 150; a flat AED 20 below that
- International — calculated at checkout by weight and destination
Orders within Pakistan and the UAE ship duty-paid, so nothing further is owed on arrival. For other destinations, any import duty or local tax is set by your customs authority and payable by the recipient. We declare all shipments accurately as dietary supplements.
Do you offer cash on delivery?
Yes, throughout Pakistan on orders up to PKR 25,000. Please have the exact amount ready, as couriers rarely carry change. Cash on delivery is not offered in the UAE or internationally, where card, Apple Pay, Google Pay and Tabby are available instead.
We may verify a cash-on-delivery order by phone or WhatsApp before dispatch. If we cannot reach you after two attempts, the order is held rather than cancelled, and we will email you.
How do I track my order?
A tracking link is sent by email and SMS the moment your parcel leaves our facility, along with the courier's name. Click the link to follow it. If it has been more than 48 hours since you ordered and you have received nothing, check your spam folder first, then email us with your order number.
Can I change or add to my order?
If the order has not yet been dispatched, yes — contact us within two hours of placing it and we will amend it. Once a parcel is with the courier the address is fixed, though most couriers let you redirect it yourself using the tracking link.
What if my order arrives damaged, or is the wrong item?
Send a photograph and your order number within 72 hours of delivery and we will dispatch a replacement immediately. You do not need to return the damaged item.
If you have received the wrong product, please do not break the seal — an unopened item can be exchanged directly. If a replacement is unavailable, we will offer a full refund or store credit, whichever you prefer.
Can I return my order?
Unopened products can be returned within 30 days of delivery for a full refund of the product price. Return postage is at your cost unless the item was damaged, incorrect or faulty, in which case we cover it.
Opened supplements cannot be resold, so for reasons of safety and hygiene we cannot accept them back. That said, if a product genuinely does not suit you, write to us — we would rather find a solution than have you finish something that is not working. We resolve most of these case by case with a partial credit or an exchange.
To start a return, email info@gukinwell.comgukin.care@gmail.com with your order number and the reason. We will send return instructions and an address. Please do not send anything back before contacting us, as unannounced returns cannot be traced to an order.
Can I cancel my order?
Yes, if it has not yet been dispatched. Email us as soon as possible with your order number. Once a parcel is with the courier it must be treated as a return.
How are refunds issued?
Approved refunds are processed within 7 working days of us receiving and inspecting the return. Card refunds appear on your statement within a further 5 to 10 working days, depending on your bank. Bank transfers to Pakistani accounts may take up to 30 days. Cash-on-delivery orders are refunded by bank transfer or as store credit, at your choice.
Delivery charges are refunded only where the item was damaged, incorrect or faulty.
How is the order packed for hot weather?
Every formulation is stability-tested to 40°C, and the gummies ship in a foil-sealed jar with a desiccant so they hold their texture through a Gulf or Sindh summer. If a jar arrives softened, refrigerate it for an hour — the actives are unaffected. If anything arrives melted beyond use, we replace it.
Once it reaches you, store products somewhere cool, dry and out of direct sunlight, with the lid closed and the desiccant left in. A bathroom shelf is the worst place in a humid climate; a bedroom drawer is much better.
Need help?
Email info@gukinwell.comgukin.care@gmail.com and our team will reply within one business day. Please include your order number — it makes everything faster.
We reserve the right to fully investigate claims we believe may be unfounded or fraudulent.