Contact Us & Customer Complaint Handling Mechanism

Official Merchant Support & Grievance Redressal Desk

1. Direct Contact Details

Business Name: AALIM BOOKS (Aalim Books (Aalimbooks International))
Registered Shop & Office Address: Shop #3, Lower Ground (LG), Square Commercial, Bahria Town Phase 7, Rawalpindi / Islamabad, Pakistan
Customer Support Email Address: khurram.younus@aalimbooksint.com | aalimbooks@gmail.com
Customer Contact / Phone Number: +92-330-5677799 (0330-5677799)
Operating Hours: Monday – Saturday, 10:00 AM – 8:00 PM PKT (GMT+5)
FBR NTN / Registration: NTN 4641102-0 • Reg No. 3740592629091

2. Customer Complaint Handling Mechanism

Aalim Books maintains a transparent, time-bound 4-stage Customer Complaint Handling Mechanism to ensure rapid resolution of any delivery, product quality, billing, or refund issue:

Stage	Action & Channel	Guaranteed Turnaround SLA
Step 1 — Lodge Complaint	Send an email to khurram.younus@aalimbooksint.com (or aalimbooks@gmail.com) or call +92-330-5677799 (0330-5677799) quoting your Order Reference, contact number, and brief description (attach photos if reporting transit damage).	Immediate Intake (Mon–Sat)
Step 2 — Ticket Acknowledgement	Our Customer Support Desk logs your complaint and replies via email/SMS with a unique Complaint Reference Number and assigned support officer.	Within 24 Hours
Step 3 — Investigation & Resolution	We coordinate with warehouse/courier/settlement partners (Polar.sh / Meezan Bank / PostEx / TCS / DHL) and issue a concrete resolution: free replacement dispatch, courier trace, or approved refund initiation (credited within 5–7 business days).	Within 3 – 5 Business Days
Step 4 — Proprietor Escalation	If you are not fully satisfied with the Step 3 outcome after 5 business days, reply quoting "ESCALATION — PROPRIETOR DESK" to khurram.younus@aalimbooksint.com for direct review by the Proprietor (KHURRAM YOUNUS) within 48 hours, without prejudice to your statutory rights under Pakistani Consumer Protection laws.	Within 48 Hours of Escalation