We stand behind the quality of our craftsmanship. Returns are accepted within 2 days (48 hours) of confirmed delivery for eligible, brand-new items in accordance with the terms outlined below.
1. Policy Overview & Key Parameters
Our return framework is structured around the following standard commercial guidelines:
| Parameter | Policy Term | Details |
|---|---|---|
| Return Window | 2 Days (48 Hours) | Calculated from the date of confirmed delivery by the carrier. |
| Item Condition | New Only | Unworn, undamaged, unaltered, and in original packaging. |
| Exchanges | Not Accepted | We do not facilitate direct product or design exchanges. |
| Return Method | By Mail / Courier | Dispatched via trackable domestic courier services. |
| Return Shipping Cost | Customer Responsibility | Customers bear the cost of return carrier postage. |
| Restocking Fee | 20% of Product Price | Deducted from the final refund subtotal upon receipt. |
| Refund Processing | Within 7 Business Days | Processed via original payment method or bank transfer after inspection. |
2. Return Window & Item Eligibility
To qualify for a valid return, all submitted items must fulfill the following mandatory criteria:
- 48-Hour Notification Window: The return request must be formally initiated within 2 calendar days (48 hours) of package delivery receipt. Requests submitted past this 48-hour window cannot be accepted.
- New & Unworn Condition: Items must be completely unused, showing zero signs of wear, scent, or handling. All original velvet pouches, cards, tags, and protective packaging must remain intact.
- Defective or Damaged Goods: If an item arrives with a transit defect or incorrect specification, please notify our support team immediately within the 48-hour delivery window along with photo/video verification for prompt resolution.
3. Product Exchanges
We do not accept direct product exchanges. Because our collections are produced in limited handcrafted batches, inventory is not reserved for trade-ins. If you desire a different item or design, please initiate a standard return for your eligible original purchase and place a separate new order on our store.
4. Step-by-Step Return Procedure
To initiate and complete a seamless return by mail, follow these steps:
- Step 1 — Initiate Request: Contact our concierge desk via our Live Support Desk or email within 48 hours of delivery with your Order ID and reason for return.
- Step 2 — Secure Packaging: Place the unworn piece back into its original keepsake packaging and enclose it securely in a padded mailing container.
- Step 3 — Courier Dispatch: Ship the parcel using a reliable, trackable domestic courier to the return address provided by our support team. Return shipping labels and carrier fees are the responsibility of the customer.
- Step 4 — Provide Tracking: Share the carrier tracking number with our support team to verify transit and arrival.
5. Restocking Assessments & Refund Timelines
Upon physical receipt of the returned item at our inspection facility:
- Quality Inspection: The item will be thoroughly inspected within 24 to 48 hours to confirm adherence to our "New Only" policy standards.
- Restocking Fee Deduction: A standard restocking assessment of 20% of the item's purchase price will be deducted from the refund total to cover quality control, sanitation, and restorage operations.
- Refund Disbursement: Approved refunds will be completed within 7 business days via bank transfer, digital wallet, or original payment method. Original forward shipping fees (PKR 300) are non-refundable.
6. Assistance & Return Inquiries
If you have questions regarding an existing order or need guidance on starting a return, please contact our support team through our Live Support Desk or visit our Contact Page.