OFFICIAL CUSTOMER DOCUMENT
Delivery Policy
How KCM delivers orders in Mardan and Swabi.
Effective date: 26 September 2026
Last updated: 26 September 2026
Payment: Cash on Delivery (COD) | Minimum order: PKR 500
Read with the KCM Terms & Conditions, the KCM Refund & Cancellation Policy and the KCM Privacy Policy.
1. The KCM digital platform
KCM operates through two connected web properties of the same digital commerce platform. They are not two separate businesses.
| Property | Address | Role |
|---|---|---|
| KCM Main / Marketing Website | www.khybercitymall.pk | Branding, SEO, marketing, promotions, store information and customer discovery. |
| KCM E-commerce Web Application | shop.khybercitymall.pk | Product browsing, branch selection, cart, checkout, order placement and order tracking. |
The main website includes a prominent SHOP NOW button. When a customer selects SHOP NOW, they open shop.khybercitymall.pk to browse products, select their branch, add products to the cart, check out, place orders and track deliveries.
Customers may also shop through the KCM Customer App. Deliveries are carried out through the KCM Rider App by a KCM Delivery Rider. Branch operations, catalogue, inventory, order confirmation and rider assignment are managed in the KCM Admin / Management Panel.
Customers select products available at their branch, provide a text delivery address, and place a Cash on Delivery order of at least PKR 500. KCM confirms the order, prepares it, and assigns a KCM Delivery Rider. During an active delivery the customer can see the rider’s live location. At the door, the customer provides the delivery OTP, and the rider collects the COD amount only if the order is handed over.
2. Delivery in brief
| Topic | KCM rule |
|---|---|
| Minimum order | PKR 500. |
| Delivery charge | Distance-based, and shown before the order is placed. PKR 100 applies to the 0–3 km band. |
| Free delivery | Orders of PKR 2,000 or above. |
| Estimated time | 30–40 minutes. An estimate, not a guarantee. |
| Payment | Cash on Delivery only. |
| Cancellation | Within 2 minutes, while the order is Pending. |
| Address change | Before order confirmation. |
| Rescheduling | One rescheduled delivery if you are unavailable, subject to availability. |
| Failed delivery | Contact, record the reason, reschedule once if possible, otherwise failed/undelivered. COD is not collected. |
| Substitution | No product substitution without customer approval. No automatic substitution. |
| Topic | KCM rule |
|---|---|
| Verification | One-time delivery OTP. |
| Rider location | Shown to the customer only during an active delivery. |
| Customer address | Text you enter: address, landmark, city and recipient details. Not continuous GPS tracking. |
3. Charges, free delivery and timing
KCM uses distance-based delivery charges. The applicable delivery charge is shown to the customer before the order is placed. PKR 100 is the charge for the 0–3 km band only. Each longer band has its own charge.
| Distance | Delivery charge |
|---|---|
| 0–3 km | PKR 100 |
| 3–5 km | PKR 120 |
| 5–8 km | PKR 150 |
| 8–10 km | PKR 200 |
| 10–15 km | PKR 250 |
| Beyond 15 km | Available only if the area is enabled by KCM. The applicable fee is shown at checkout. |
Free delivery applies to orders of PKR 2,000 or above.
The minimum order value is PKR 500.
The estimated delivery time is 30–40 minutes. This is an estimate, not an unconditional guarantee. Actual delivery time may vary because of traffic, weather, order volume, rider availability, branch workload and other operational conditions.
4. How an order moves
| Stage | What happens |
|---|---|
| 1. Order placed | You submit the cart and address. The order is Pending. No payment is taken online. You may cancel within 2 minutes while it stays Pending. |
| 2. Confirmation | KCM reviews the order and whether the address can be served. Preparation starts after confirmation. |
| 3. Processing | The branch prepares the items. An unavailable item is removed or the order is cancelled. A different product is not substituted unless you approve it. |
| 4. Rider assigned | A KCM Delivery Rider receives the delivery in the KCM Rider App. |
| 5. Out for delivery | Active delivery starts. Rider live location becomes available to you. |
| 6. Handoff | You give the delivery OTP. The rider enters it and collects the COD amount. |
| 7. Delivered or failed | The order is completed, or it is marked failed/undelivered. If it is not delivered, COD is not collected. |
5. Where KCM delivers
The approved launch areas are listed below. Mardan areas are served in connection with NEW KHYBER CITY MALL MARDAN, Opposite KFC, Main Nowshera Road, Mardan. Swabi areas are served in connection with KHYBER CITY MALL, Main Jahangira Road, Panj Pir, District Swabi. Availability still depends on branch stock, whether the branch is online, and operational capacity.
| Mardan — NEW KHYBER CITY MALL MARDAN | Swabi — KHYBER CITY MALL |
|---|---|
| Sheikh Maltoon Town Green Acres Town Gulberg Model Town Irum Colony Rashakai Mahabat Abad Phatak Labour Colony | Swabi City Shah Mansoor Panjpir Kaddi Zaida Ambar Kunda Maneri Jamalabad Darra Kala |
A new area is not treated as covered until KCM enables it. For a location beyond 15 km, delivery is available only if that area is enabled, and the applicable fee is shown at checkout. Please provide a complete text address and a useful landmark, and remain reachable. KCM does not store precise GPS coordinates for your saved address.
6. Your delivery responsibilities
- Order at least PKR 500.
- Review the distance-based delivery charge before you place the order. Free delivery applies at PKR 2,000 or above.
- Use a complete address, a helpful landmark, the correct city, and a reachable phone number.
- Change the address only before the order is confirmed.
- Be available to receive the order, or request one rescheduled delivery if you will be unavailable.
- Give the delivery OTP when the order is handed over.
- Pay the COD amount shown for an order that is delivered.
7. Handoff and Cash on Delivery
Cash on Delivery is the only active payment method. Card, wallet, Easypaisa and JazzCash are not active. Please have the order amount available in cash. The KCM Delivery Rider collects that amount when the order is handed over and enters your delivery OTP in the KCM Rider App.
| Step | You | KCM Delivery Rider |
|---|---|---|
| Arrival | Be at the address and remain reachable. | Contact you on the number provided and confirm the location. |
| Verification | Provide the delivery OTP. | Enter the OTP in the KCM Rider App. |
| Payment | Pay the COD amount shown for the order. | Collect the COD amount only when the order is handed over. |
| Completion | Receive the order. | Complete the delivery in the Rider App after OTP verification and payment. |
The OTP verifies handoff. A delivery is not marked complete unless the OTP step has been completed. If the COD amount cannot be paid, the rider does not hand over the order. The order is recorded as undelivered, and COD is not collected. The OTP does not remove your ability to report a genuine product issue under the Refund & Cancellation Policy.
8. Tracking and location
| Information | How KCM treats it |
|---|---|
| Saved address | Text only: label, address lines, landmark, city, recipient name and phone number. |
| Your GPS | Not collected for the saved delivery address. A text address is not continuous GPS tracking. |
| Rider live location | Collected only while the KCM Rider App is open and the rider has an active delivery, and shown to the customer for that delivery. |
| Information | How KCM treats it |
|---|---|
| Background tracking | Rider location is not collected while the rider is off duty or without an active delivery. |
| Order status | You can follow order progress in the Customer App and the E-commerce Web Application. |
| Push notifications | Firebase Cloud Messaging is used for order updates and delivery alerts. |
KCM may notify you of material stages, including confirmation, preparation, rider assignment, active delivery, completion, failure or cancellation, through in-app information and push notifications. Navigation uses the address text, landmark and phone contact. It is not automated turn-by-turn routing to a GPS pin saved for your address.
9. If delivery does not succeed
KCM will attempt to contact you, record the reason, reschedule once if operationally possible, and otherwise mark the order as failed or undelivered. If delivery does not occur, COD payment is not collected. Undelivered goods are returned according to branch procedure.
If you are unavailable at the time of delivery, you may request one rescheduled delivery, subject to availability.
| Situation | Result |
|---|---|
| No answer or you are unavailable | Contact is attempted and the reason is recorded. One reschedule may be offered if operations allow. Otherwise the order is failed/undelivered and COD is not collected. |
| Address cannot be used | The rider attempts contact. If the address cannot be served, the order is failed/undelivered and COD is not collected. |
| You refuse a valid order | The reason is recorded. The order is not handed over. COD is not collected. |
| COD amount is not available | The order is not handed over. COD is not collected. |
| A genuine product issue at the door | The issue is recorded and handled under the Refund & Cancellation Policy. |
| Safety, weather or road disruption | The rider’s safety comes first. KCM may delay, reschedule once if possible, or mark the order failed/undelivered and tell you the outcome. |
10. Address changes
You may change the delivery address before order confirmation. KCM checks that the new address is inside an enabled service area and shows the applicable distance-based charge before the order proceeds. After confirmation, a change of delivery address is not part of the normal delivery process.
11. The KCM Delivery Rider
The KCM Rider App is used by an authorized KCM Delivery Rider. This Policy describes operational duties. It does not classify a KCM Delivery Rider as an employee or as an independent contractor.
- Review the delivery assigned in the KCM Rider App and collect the prepared order from the branch.
- Use the address, landmark and phone number you provided.
- Share live location only during an active delivery, while the Rider App is open.
- Collect COD only when the order is handed over, and enter the delivery OTP to confirm delivery.
- If delivery fails, record the reason, and return undelivered items to the branch.
- Stop the delivery if it is unsafe, and report the situation to KCM.
The KCM Rider App currently supports assigned deliveries, delivery history, OTP confirmation, marking an order undelivered with a reason, and live location during an active delivery.
12. Branch operations
The KCM Admin / Management Panel is used to confirm incoming orders, assign a KCM Delivery Rider, manage branch inventory, and place a branch online or offline.
- While a branch is online, new orders may be accepted subject to stock, the minimum order of PKR 500, service area and delivery capacity.
- While a branch is offline, new online orders for that branch are paused, with a clear message where the platform can show one.
- A confirmed order already in progress is completed, delayed, reassigned or cancelled through a recorded process. It is not silently discarded.
- A branch may be paused because of weather, road disruption, workload, inventory, staffing or a technical outage.
- The published delivery charge is the distance-based charge in Section 3. Free delivery applies at PKR 2,000 or above. The published time estimate is 30–40 minutes.
13. Problems with a delivered order
For a company or general question, email info@khybercitymall.pk. For a problem with a delivered order, contact the branch that delivered the order. The same rules apply as in the Refund & Cancellation Policy.
- Perishable products: report within 24 hours of delivery.
- Non-perishable products: report within 7 calendar days of delivery.
- Covered issues: wrong product, missing product, damaged product, expired product, defective product, incorrect quantity, or a genuine quality issue.
- Replacement is the first resolution where practical. If replacement is not practical, KCM may provide an approved refund or restitution method.
- Store credit and a coupon or voucher, where used, are separate from a cash refund. A coupon or voucher is not a cash refund.
| Mardan Branch | |
|---|---|
| Legal / Business Name | NEW KHYBER CITY MALL MARDAN |
| Address | Opposite KFC, Main Nowshera Road, Mardan |
| Phone | 03018192021 |
| mardan@khybercitymall.pk | |
| Website | www.khybercitymall.pk |
| Swabi Branch | |
|---|---|
| Legal / Business Name | KHYBER CITY MALL |
| Address | Main Jahangira Road, Panj Pir, District Swabi |
| Phone | 03149619898 |
| sawabi@khybercitymall.pk | |
| Website | www.khybercitymall.pk |
14. Delays and disruptions
The 30–40 minute delivery time is an estimate. Actual delivery time may vary because of traffic, weather, order volume, rider availability, branch workload and other operational conditions. KCM may pause a branch when conditions affect safe or reliable delivery, and will tell affected customers the next step where practical.
15. About this Policy
This Policy matches the KCM Customer App, the E-commerce Web Application, the KCM Rider App and the KCM Admin / Management Panel as they currently operate: phone and OTP sign-in, branch-based shopping, text delivery addresses, distance-based charges shown at checkout, Cash on Delivery, order tracking, rider live location during an active delivery, and delivery OTP.
This document is published for customers, banking and merchant review, and official KCM business use. Final legal compliance remains subject to review by qualified Pakistani legal counsel. Nothing in this document removes a consumer right or remedy that cannot lawfully be excluded under the law of Pakistan.