FAQ
Questions, answered honestly
We only accept returns or refunds for items that arrive broken or damaged. If the product reaches you in good condition but the fit, color, or style just isn't what you pictured, it unfortunately doesn't qualify for return under this policy.
We know this is stricter than some stores, and we've set it this way because of the added shipping and handling costs across Pakistan — it lets us keep our prices honest instead of building return costs into every order. If you're unsure about sizing before you buy, message us and we'll help you pick the right fit.
You have a window of 7 days from the date of delivery to request a return or refund, and only for items that arrived broken or damaged.
The 7-day clock starts the day your courier marks the order as delivered — not the day you place the order or the day you get around to opening the box. We recommend unboxing items as soon as they arrive so you don't lose track of the window.
Once we've verified your claim, we process refunds within 3–5 business days. Bank transfers and EasyPaisa/JazzCash payouts are usually the fastest to land, typically within 24–48 hours of us initiating them.
If it's been longer than 5 business days since we confirmed your refund and you still haven't received it, message us with your order number and we'll chase it up with our finance team directly.
Yes — if your item arrived broken or damaged, you can choose between a free replacement of the same item or a full refund. Just let us know your preference when you file your claim.
Exchanges for a different size or color are only possible when the original item was damaged; we're not yet able to offer swap-for-preference exchanges on items that arrived in good condition.
Products must generally be unused and in their original packaging to be considered for any return. The one exception is when the item arrived broken or damaged in the first place — in that case, the state of the packaging doesn't affect your eligibility, since the damage wasn't caused by you.
Follow these steps as soon as you notice the damage:
- Do not throw away the original packaging, box, or invoice.
- Record a continuous unboxing video that shows the sealed parcel being opened and the damage clearly.
- Message us on WhatsApp, email, or our contact form within 7 days of delivery with your order number.
- Attach clear photos and the unboxing video showing the damage.
Once our team verifies the claim, we'll arrange a free replacement or a full refund — whichever you prefer.
The unboxing video protects both you and us. It confirms the parcel was sealed on arrival and that the damage happened in transit rather than after the box was opened, which lets our team approve claims quickly without back-and-forth.
Without a video, we may still be able to review photos of the damaged item alongside the packaging, but approval can take longer since we have to verify the claim through other means.
Most claims with a clear unboxing video and photos are reviewed within 1–2 business days of submission. We'll message you directly with the outcome and next steps, whether that's a replacement being dispatched or a refund being processed.
No problem — send us the unboxing video and photos of the affected item(s) only. We'll process a replacement or refund for just the damaged pieces; the rest of your order is unaffected.
Once your claim is verified, we refund you through your original payment method wherever possible. For Cash on Delivery (COD) orders, since there's no card or account to refund to, we send the amount via bank transfer or EasyPaisa/JazzCash instead.
We'll ask you for your preferred account or wallet details once your claim is approved, so have that ready when you file your return request.
No. When an item arrives broken or damaged, you receive a full refund with no deductions — that includes the item price and any shipping charges you paid on that order.
We accept Cash on Delivery (COD) across most cities in Pakistan, along with bank transfer and EasyPaisa/JazzCash for prepaid orders. Available options are shown at checkout based on your delivery location.
Reach us through any of the following, with your order number and photos or a video of the damage ready to send:
- WhatsApp — fastest response, usually within a few hours
- Email — good for attaching multiple files or longer videos
- Contact form on our website
Our team will confirm receipt and walk you through next steps once your claim is reviewed.
Once your order is dispatched, you'll receive a tracking number via SMS or WhatsApp along with the courier name. You can use this to follow your parcel's status directly on the courier's website until it's delivered.
Message us right away with your order number if your tracking shows delivered but you haven't received the parcel, or if it's significantly delayed. We'll investigate with the courier and keep you updated — this is treated separately from the damage/return policy above, since it's a delivery issue rather than a product one.