Refund and Returns Policy

Processing & dispatch

Orders placed Mon–Sat before 2:00 PM PKT ship the same day; after 2:00 PM ship the next business day.
Orders placed on Sundays/public holidays ship the next business day.

Couriers

We ship via TCS, Leopards, or M&P (auto‑selected for fastest delivery).
You’ll receive tracking by SMS/WhatsApp and email once your order is dispatched.

Delivery times

Major cities (Karachi, Lahore, Islamabad/Rawalpindi, Faisalabad): 1–2 working days
Other cities/towns: 2–3 working days
Remote & northern areas (GB, AJK, Swat/Chitral, Balochistan): 3–5 working days

Note: Weather and public holidays may add 1–2 days.

Shipping fees

Free standard shipping across Pakistan on all shawls
Optional Express (where available): +Rs 299 (targets 1–2 working days)

Cash on Delivery (COD)

Available nationwide on orders up to Rs 30,000
For orders above Rs 15,000, we may verify by call/WhatsApp
COD not available for custom/commission orders or international shipments
COD service fee: Rs 0 (we don’t charge extra)

Packaging

Each shawl ships in a recyclable box with a breathable storage bag and a Shawl Passport (Craft ID + QR).
Gift wrap and a handwritten note are available at checkout.

Address changes & delivery attempts

Change of address is possible before dispatch—contact us as soon as you order.
Couriers typically make two delivery attempts; contact us if you need a reattempt or pickup location.

International shipping (optional)

Coming soon. For a custom quote, email contact@shawlam.com with your country and postal code.

Return window

7 days from the day your order is delivered

Eligibility

Unused and unwashed, in original condition with all tags, packaging, and the Shawl Passport included
No perfume, stains, or wear
Because each piece is handmade, minor weave and color variations are normal and not considered defects

Not eligible

Custom/commissioned items
Items marked Final Sale or Gift Cards
Used, washed, or damaged items

How to start a return

Submit the return form at /returns/ or email Contact@shawlam.com with your Order # and reason (Exchange, Store Credit, or Refund).
We’ll arrange a courier pickup (or share a drop‑off slip) and email you the RMA and label.
After inspection (1–2 working days), we’ll process your exchange/credit/refund.

Start a Return

Return shipping cost

Change of mind or shade exchange: Rs 299 return fee deducted from your refund (or you can ship back yourself)
Defective/incorrect item: Free return shipping (we cover it)

Exchanges

You can exchange for Grey, Brown, Black, or Off‑White, subject to availability.
If your shade is sold out, choose Store Credit (valid 6 months) or a Refund.

Refunds

Prepaid orders: refunded to the original payment method
COD orders: refunded via bank transfer (we’ll request account details securely)
Processing time: 3–5 working days after we receive and approve the return; banks may take an extra 2–5 days to post

Damaged or wrong item on arrival

Please report within 48 hours of delivery with photos of the packaging and item
We’ll prioritize a replacement or full refund with free pickup

Quick FAQs

How long does delivery take?

1–2 working days in major cities; 2–3 days elsewhere; 3–5 days in remote/northern areas.

Do you offer COD?

Yes, nationwide up to Rs 5000. Orders over Rs 5,000 may be verified.

Can I exchange for another shade?

Yes, if available. Otherwise, take store credit or a refund.

How do I return a COD order?

Start a return, and we’ll refund via bank transfer after inspection.

Do you ship internationally?

Coming soon—email us for a quote.

Need help?

WhatsApp: +92 300 3918176

Email: Contact@shawlam.com

Hours: Mon–Sat, 10:00 AM–7:00 PM PKT

Returns address: Paras Photo State Opposite, National Bank Usta Mohammad.
Please do not send returns without an RMA.

Shipping & Returns — Pakistan

Free Standard Shipping

Cash on Delivery

7-Day Easy Returns