Shipping & Delivery Policy
Last updated: August 21, 2026
At Sway Pakistan, we are committed to making online shopping fast, convenient, and reliable. Our delivery service is designed to bring your order directly to your doorstep with speed and care.
Our core delivery promise is simple: we aim to deliver eligible orders in Lahore to your doorstep in as little as 30 minutes.
This Shipping & Delivery Policy explains how orders are processed, dispatched, tracked, and delivered through Sway.
By placing an order through sway.pk, you acknowledge and agree to the delivery terms described below.
1. Delivery Coverage
Sway currently provides delivery services primarily within Lahore. Delivery availability depends on the customer's location, serviceable delivery areas, operating conditions, and the availability of delivery partners. We may expand our delivery coverage to additional cities and locations in the future. Where delivery to a particular location is unavailable, customers will be informed during the ordering process or before the order is confirmed.
2. 30-Minute Delivery
Sway's key delivery commitment is to provide fast doorstep delivery in Lahore, with eligible orders targeted for delivery in as little as 30 minutes. The 30-minute delivery timeframe is an estimated delivery target rather than an unconditional guarantee. Actual delivery times may vary depending on: • Customer location • Distance from the relevant fulfilment point • Traffic and road conditions • Weather conditions • Order volume • Product availability • Delivery partner availability • Incorrect or incomplete delivery information • Security, regulatory, or operational requirements • Unforeseen circumstances beyond Sway's reasonable control During periods of unusually high demand or other operational disruptions, delivery may take longer than the estimated timeframe.
3. Order Processing
Once an order is successfully placed, Sway may begin processing and preparing it for delivery. Orders may be subject to verification before dispatch, including confirmation of: • Product availability • Customer contact information • Delivery address • Payment information, where applicable • Age eligibility where an order contains an age-restricted product Because Sway operates a rapid delivery model, orders may be processed shortly after they are placed. Customers should therefore ensure that all order details are accurate before completing checkout.
4. Delivery Address
Customers are responsible for providing a complete and accurate delivery address. This may include: • House or building number • Street or road name • Area or locality • Relevant landmarks • Contact telephone number • Any useful delivery instructions Sway is not responsible for delivery delays or failed delivery attempts resulting from incorrect, incomplete, or outdated information supplied by the customer. If you realize that your delivery information is incorrect after placing an order, contact Sway immediately. We will make reasonable efforts to update the information where the order has not yet been dispatched.
5. Delivery Attempts
Our delivery partner may contact you using the phone number provided with your order to coordinate delivery. Customers are expected to remain reasonably available at the provided delivery location during the expected delivery window. A delivery may be delayed or unsuccessful where: • The customer cannot be reached; • The delivery address cannot be located; • The customer is unavailable; • Access to the delivery location is restricted; • The customer provides incorrect delivery information; or • The delivery cannot be completed for safety, security, legal, or operational reasons. Additional delivery arrangements may be required where an initial delivery attempt is unsuccessful.
6. Age Verification for Age-Restricted Products
Some products available through Sway are intended exclusively for customers aged 18 years or older. However, not all Sway products are age-restricted. Where an order contains an age-restricted product, Sway may require age verification before completing delivery. Customers may be required to: • Confirm that they are at least 18 years old; or • Provide valid government-issued identification, such as CNIC, where required. Delivery of an age-restricted product may be refused or cancelled if the required age verification cannot be completed. Sway does not knowingly deliver age-restricted products to individuals who do not meet the applicable age requirement.
7. Order Tracking
Where tracking information is available, customers may use the tracking functionality provided by Sway to monitor their order. Tracking information may include updates relating to: • Order confirmation • Order preparation • Dispatch • Delivery status • Completed delivery Tracking availability and update frequency may vary depending on the delivery method and operational circumstances.
8. Cash on Delivery
Sway offers Cash on Delivery (COD) as a payment option for eligible orders. Where COD is selected: • Payment is collected at the time of delivery. • Customers should ensure that the required payment amount is available when the order arrives. • COD availability may vary by location, order, product, or other operational conditions. Sway reserves the right to restrict COD availability for certain orders or customers where reasonably necessary.
9. Delivery Charges
Applicable delivery charges, if any, will be communicated to the customer during the ordering or checkout process before the order is confirmed. Delivery charges may vary depending on factors such as: • Delivery location • Order value • Promotional offers • Operational conditions • Applicable delivery arrangements Where free delivery or another delivery promotion is offered, the relevant terms and conditions will apply.
10. Delayed Deliveries
Although Sway aims to provide fast delivery, delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control. These may include: • Severe weather • Traffic congestion • Road closures • Public events • Security restrictions • High order volumes • Delivery partner availability • Technical issues • Product availability • Incorrect customer information • Other unforeseen operational circumstances If we become aware of a significant delay affecting your order, we will make reasonable efforts to communicate relevant updates.
11. Failed or Refused Delivery
If a customer refuses delivery or is unavailable to receive an order, the order may be returned to Sway. Depending on the circumstances, additional delivery arrangements may be subject to additional charges. Where a customer repeatedly places orders and refuses or fails to receive them, Sway may restrict or suspend future ordering privileges, where appropriate. For orders containing age-restricted products, delivery may also be refused where the required age verification cannot be completed.
12. Product Availability
Sway makes reasonable efforts to maintain accurate product availability information on the website. However, products may occasionally become unavailable due to inventory limitations or unexpected demand. If an ordered product becomes unavailable before fulfilment, Sway may: • Contact the customer regarding available alternatives; • Remove the unavailable item from the order; or • Cancel the affected order or item and provide an appropriate refund where payment has already been made. For Cash on Delivery orders, no refund will generally be required where payment has not yet been collected.
13. Delivery of Damaged Orders
Customers should inspect their order promptly upon delivery. If an item arrives damaged, defective, or materially different from what was ordered, please contact Sway within 24 hours of delivery. Customers may be asked to provide: • Order number • Description of the issue • Clear photographs of the product and packaging • Additional information reasonably required to assess the claim Please refer to our Return & Refund Policy for complete information regarding eligible returns, replacements, and refunds.
14. Customer Responsibilities
To help us provide fast and successful delivery, customers are responsible for: • Providing accurate delivery information; • Providing a valid and reachable telephone number; • Being reasonably available to receive the order; • Completing age verification where required; • Paying the correct amount for COD orders; • Inspecting delivered products promptly; and • Reporting damaged, defective, or incorrect products within the applicable reporting period.
15. Delivery Restrictions
Sway may refuse or restrict delivery where completing the order would: • Violate applicable law or regulations; • Involve an age-restricted product being delivered to an ineligible customer; • Present a safety or security concern; • Require delivery to an inaccessible or unsuitable location; or • Otherwise create circumstances in which delivery cannot reasonably be completed.
16. Changes to This Shipping & Delivery Policy
Sway may update this Shipping & Delivery Policy from time to time to reflect changes in our delivery operations, service areas, delivery partners, products, or applicable legal requirements. Any revised version will be published on this page with an updated Last Updated date. Customers are encouraged to review this Policy periodically.
17. Contact Us
If you have questions about an order, delivery, tracking, or any issue relating to our shipping services, please contact Sway. Sway Mah (SMC Private) Limited Trading as Sway Pakistan Registered Office: 2B, Sector B, Phase 5, DHA Lahore, 54810, Pakistan Email: purchasing@sway.pk Website: https://sway.pk Operating Hours: Open 24 hours a day, 365 days a year Corporate Hours: 11:00 AM – 5:00 PM