Return & Exchange Policy

Customer satisfaction is important to us. Please review our Exchange & Return Policy below.

Exchange Eligibility

We offer a 7-day exchange policy on eligible items.

Products may be exchanged if:

  • An incorrect item was received

  • A defective or damaged product was received

  • There is a size issue (subject to stock availability)

Exchange Conditions

  • Exchange requests must be submitted within 7 days of receiving the order.

  • The product must be unused, unwashed, and in its original condition.

  • All original tags, labels, and packaging must remain intact.

  • Customers are responsible for exchange shipping charges unless the error was on our part.

Non-Exchangeable Items

The following items are not eligible for exchange:

  • Worn, used, or washed products

  • Customized, altered, or made-to-order items

  • Sale, discounted, or clearance items (unless received damaged or incorrect)

Return Policy

As most of our products are made or prepared specifically for customers, we do not offer refunds or returns except in the following cases:

  • Wrong item delivered

  • Product received in a damaged or defective condition

Approved return requests will be processed after inspection and verification by our team.

How to Request an Exchange or Return

Please contact our support team with your order number and relevant details:

Email: info@esmerayatelier.com.pk
WhatsApp / Phone: +92 321 6467424

Our team will review your request and guide you through the process.