1. GENERAL

1.1. “Murk”, operates the website https://www.bymurk.com/. We specialize in the sale and purchase of apparel and accessories under the brand name “Murk”.

1.2. This shipping and delivery policy ("Policy"), outlines our procedures and policies regarding the delivery and shipping of products purchased on the “Murk” Platform.

1.3. We are committed to providing a seamless customer experience and work with reputable logistics partners to ensure timely and reliable delivery of your purchased products.

2. TERMS OF SHIPPING AND DELIVERY

2.1. Dispatch and Delivery Timeline:
We partner with third-party logistics service providers to handle shipping and delivery. Our pieces are predominantly made-to-order; therefore, the delivery time for each product varies. To check the delivery timeline of any specific outfit, please visit the product page for that outfit on our website. If you have any specific queries concerning order delivery time, please contact our team on WhatsApp at +92 300 937 0757.
Please note that the delivery timeline provided is subject to change due to unforeseeable circumstances and should only be used as a general indication.

2.2. Information for Delivery:
To ensure timely delivery, we have to collect specific information like your name, shipping address, billing address, landmarks, contact details, etc. It is your responsibility to provide accurate information. We shall not be liable for delivery failures or delays due to inaccurate information.

2.3. Delivery Attempts:
After the initial delivery attempt, we will contact the cardholder via their registered email address or phone number. If the cardholder allows for a second attempt, additional charges may apply for subsequent attempts.

2.4. Delay in Delivery:
Although we strive for punctual delivery, delays can arise due to logistical challenges, weather conditions, political disruptions, or unforeseen circumstances. We are committed to keeping you well-informed about any delays and the anticipated next delivery date. All communications regarding delays will be documented on the appropriate channel, ensuring you are aware of these channels. In the event of any disputes, these communications can serve as compelling evidence.

2.5. Actions of Delivery Personnel:
We engage reputable delivery partners; however, we are not liable for acts or omissions of delivery personnel. Any disputes between you and delivery personnel must be resolved independently.

2.6. Tracking Information:
After your order is processed, you will receive a unique tracking ID for real-time monitoring of your order. The tracking ID will be sent to you via SMS on your registered phone number and/or email on your registered email address. Additionally, if you communicate with us through other channels such as WhatsApp or social media, we can provide the tracking ID upon request on those channels. Please note that while we make reasonable efforts, tracking information may experience time lags or encounter technical difficulties beyond our control.

2.7. Payment Policy:
Please note that “Murk” currently does not offer any Cash on Delivery (COD) payment options. All purchases must be made using prepaid methods available at checkout. Orders without successful payment will not be processed or shipped.

2.8. Delivery Charges - Pakistan:
We offer free delivery on all orders nationwide in Pakistan

2.9. Delivery Charges - International:
International delivery charges at “Murk” are meticulously calculated based on the destination and weight of your shipment, ensuring transparency in your shipping costs. Please note that the initial purchase price and the overall shipping cost during checkout do not include duties and taxes. These additional fees, such as customs duties, import taxes, and other levies imposed by the destination country, are separate and are the responsibility of the customer. These fees, if applicable, will be collected at the time of order delivery by the relevant authorities.

2.10. Customer Responsibility for Customs Clearance and Delays Policy:
Customers are responsible for any merchandise held by the customs agency of their country. While we make every effort to ensure smooth customs clearance, it's important to note that the customer is liable for any charges, fines, or delays incurred due to customs processing. It's the customer's responsibility to comply with customs regulations and provide any necessary documentation or information required for customs clearance. Any fees or penalties imposed by the customs agency are the sole responsibility of the customer and will not be covered by “Murk”. Additionally, please be aware that any delays caused by customs procedures will not be the responsibility of “Murk”.

3. GOODS/SERVICES NOT RECEIVED

3.1. Definition:
A 'Goods and Services Not Received' situation refers to circumstances where a customer does not receive the ordered goods or services within the expected timeframe or as described in the purchase agreement. This can include instances such as failed delivery attempts or non-receipt of the goods despite successful delivery confirmation.

3.2. Eligibility:
This policy applies to all orders placed with us. Any customer who makes a purchase with us is eligible for this policy regarding 'Goods and Services Not Received' situations.

3.3. Delivery Address and Confirmation:
Goods will be dispatched to the shipping address provided by the customer during the order placement process. Our delivery process is contactless, and we do not provide a physical sign-off as proof of delivery. However, the proof of delivery is provided by our third-party delivery partner. This proof of delivery clearly states the sender and receiver of the package. In case of any dispute, we will provide this proof of delivery as evidence against the nature of the dispute.

3.4. Confirmation of Delivery:
We will issue a tracking number for your parcel, serving as confirmation that the goods have been dispatched to the provided shipping address.

3.5. Timeframe:
Customers must report a 'Goods and Services Not Received' issue within 7 working days from the expected delivery date. Working days exclude weekends and public holidays.

3.6. Reporting:
To report a 'Goods and Services Not Received' issue, customers must contact our customer service team using the provided contact details. Please reach out to us via +92 300 937 0757 or info@bymurk.com for assistance with 'Goods and Services Not Received' issues.

3.7. Missing Delivery Disputes:
We follow rigorous processes to ensure that goods are not missed out during the shipping process. Our commitment to customer satisfaction extends to assisting customers in locating their missing items should such a situation arise.
However, by accepting these terms and conditions, the cardholder absolves the merchant from responsibility in cases of missing deliveries. The tracking number serves as evidence of dispatch, and no credit card dispute can be raised for a missing delivery.
In addition to the above terms and conditions, the acceptance of these terms will be considered as proof that the cardholder has absolved the merchant of any responsibility in cases of missing deliveries.
In case of non-receipt or delivery-related issues, please contact the designated courier company responsible for the transportation and delivery of your order. 
Our customer service team is also available to assist you in contacting the courier company and resolving any delivery-related issues.

3.8. Contactless Delivery:
Our delivery process is designed to be contactless, prioritising the safety and convenience of our customers.
The absence of a physical sign-off does not diminish the validity of the delivery process, as the tracking number serves as a digital confirmation.

3.9. Customer Responsibility:
It is the responsibility of the customer to ensure the accuracy of the provided shipping address during the order placement.
By accepting these terms and conditions, the cardholder acknowledges and agrees to promptly communicate any discrepancies or issues related to the delivery directly to the designated courier company, absolving the merchant from liability.

3.10. Investigation:
Upon reporting a 'Goods and Services Not Received' issue, customers must contact our customer service team with the order number or reference, a description of the issue, and any relevant documentation such as tracking numbers or delivery confirmations. Our team will then internally review the provided information, maintain clear communication with the customer throughout the investigation, and take appropriate action. We will communicate the outcome of the investigation to the customer and try to ensure their satisfaction with the resolution.

3.1.  Further Assistance:
For any additional assistance or inquiries regarding your delivery, please contact our customer service team at info@bymurk.com or through WhatsApp at +92 300 937 0757.