Shipping, Exchange, Return, Refund & Cancellation Policy

We deliver throughout Pakistan using established courier partners. We do not currently ship outside Pakistan.

If your city is not covered by a delivery method you select at checkout, you will be told before your order is confirmed and can choose another method.

Where we offer hand delivery in selected areas, its availability, charges and timing vary with your location and our operational capacity at the time, and will be confirmed before your order is accepted.

Delivery is charged according to the method you choose, and the exact amount is shown in your order summary before you confirm. The current charges are:

• —Order confirmation — immediate for card and wallet payments. For a manual bank or wallet transfer, we verify your uploaded receipt within 24 hours and confirm once the funds are matched.
• —Dispatch — 1–2 working days from confirmation. Orders confirmed on a Sunday or a public holiday are dispatched on the next working day.
• —Transit — 2–4 working days to major cities and 4–7 working days to smaller towns and remote areas.

Dispatch can take longer during public holidays, promotional campaigns, sale periods, unusually high order volumes, or unforeseen operational disruption.

All of these are estimated periods, not guaranteed delivery dates. The final leg of delivery is carried out by third-party couriers, and weather, strikes, public holidays, transport problems and restrictions on movement can delay a parcel. We are not responsible for delays caused by circumstances outside our reasonable control, but if your order is running materially late we will contact you, and you may either wait or cancel it for a full refund.

Once your parcel is handed to the courier we add its tracking number to your order, which you can see on your order confirmation page and in the dispatch email we send you. If you have not received a tracking number within 1–2 working days of confirmation, email raanae980@gmail.com with your order number and we will follow it up.

You are responsible for giving us an accurate, complete delivery address and an active contact number. A parcel may be returned to us by the courier if you:

• —Provide an incorrect or incomplete address.
• —Cannot be contacted on the number given.
• —Refuse to receive the parcel.
• —Are unavailable after repeated delivery attempts.

What happens next

• —Please make sure the phone number on your order is reachable — couriers call before they deliver.
• —If nobody is available, the courier will normally attempt delivery again. After repeated failed attempts the parcel is returned to us.
• —Where a parcel comes back to us for one of the reasons above, we will contact you. If you would like it sent again, we may ask you to cover the applicable re-delivery or courier charge before it is dispatched a second time, because the first delivery has already been paid for.
• —If a Cash on Delivery parcel is refused at the door, or delivery fails because the address or phone number was incorrect, the advance delivery charge is not refundable, as the delivery cost has already been incurred.
• —If you would rather not receive a returned prepaid parcel again, we refund the product amount in full.
• —Please check the parcel in front of the courier where you can, and refuse it if the outer packaging is visibly damaged or the seal is broken.

Cancellation by you

• —You may cancel free of charge within 24 hours of placing your order, or at any time before it has been dispatched — whichever is later.
• —To cancel, email raanae980@gmail.com with your order number. Please do not rely on a message sent through any other channel, as we may not see it in time.
• —Once a parcel has been handed to the courier it can no longer be cancelled. You can instead refuse it at the door, or return it under the returns section below.
• —Where you cancel in time, any amount you have paid — including the advance delivery charge, if the parcel has not yet been dispatched — is refunded in full.

Cancellation by us

We may cancel an order before dispatch if:

• —The item is out of stock or the batch has sold out.
• —Your payment could not be verified, or the receipt uploaded does not match the order amount.
• —The delivery address falls outside the area your chosen method covers.
• —There was an obvious pricing or description error.
• —We reasonably suspect fraudulent or abusive use.

We will tell you why, and refund anything you have paid in full. Nothing in this section allows us to keep money for an order we have cancelled.

So that we can investigate with the courier while the evidence is still available, please tell us within 48 hours of delivery if your order arrives with any of the following:

• —Damaged or leaking products.
• —Incorrect products.
• —Missing products, or an incomplete order.
• —Serious packaging problems.
• —Any other delivery-related problem.

Claims raised after this window are harder to verify with the courier and may not qualify for a replacement or refund. A manufacturing fault that only becomes apparent with use is an exception: tell us as soon as you notice it, and in any case within 7 days of delivery.

Evidence we may ask for

To assess a damage, incorrect-item, missing-item or fault claim, we may ask you for:

• —Your order number, name and contact number.
• —Clear photographs of the product and of the packaging.
• —An unboxing video, or a video showing the condition of the parcel.
• —Product or batch details.
• —Courier or shipping information.

Please keep the packaging until the claim is settled. Clear evidence is usually the difference between a claim we can resolve the same day and one that has to go back and forth with the courier.

When you can return an item

• —Damaged, leaking, incorrect or incomplete — report it within 48 hours of delivery, as set out above, and we will replace the item or refund you in full, including any delivery charge you paid.
• —Faulty — if a bottle, atomiser or cap does not work as it should, tell us within 48 hours of delivery, or as soon as the fault appears and within 7 days of delivery, and we will replace it or refund you.
• —Unopened and unused — you may return an order within 7 days of delivery if the product is still sealed, unused, unsprayed, and in its original box with all packaging intact.

What cannot be returned

• —Items reported after the windows above have passed.
• —Items returned without their original packaging, box or seal, where the return is because you changed your mind.
• —Items damaged after delivery through misuse, storage in heat or direct sunlight, or an accident.
• —Free gifts and promotional items, unless the paid item they came with is also returned.

How to request a return, replacement or refund

• —Contact us first, at raanae980@gmail.com, with your name, order number, contact number, the reason for the request, and photographs or video where relevant. Please do not send anything back before we have confirmed the return, as we cannot process unannounced parcels.
• —We will review the request, confirm whether it is approved, and give you the return address and instructions.
• —Pack the item securely, in its original box where you still have it. Perfume is fragile and flammable, so it must be well protected.
• —Once we receive and inspect the item, we will notify you of the outcome and issue any refund or replacement due.

Who pays return shipping

• —We pay, where the item was damaged in transit, faulty, incorrect, or the order was incomplete. We will either arrange collection or reimburse the return cost you paid, against a receipt.
• —You pay, where you are returning an unopened item because you changed your mind.

You may ask to exchange an item within 7 days of delivery, on the same conditions as a return: the product must be sealed and unused, or the exchange must be because the item is faulty, damaged or not what you ordered.

• —Exchanges are subject to the replacement item being in stock. If it is not, we will offer you an alternative or a full refund.
• —Where the replacement costs more, we will ask you to pay the difference; where it costs less, we will refund the difference.
• —For a faulty, damaged or incorrect item, we cover the cost of shipping the replacement to you. For a change-of-mind exchange, the return and redelivery cost is yours.
• —An item can be exchanged once. If the replacement is also unsuitable, we will refund you instead.

A refund is processed once the relevant order, return or claim has been reviewed and approved. We then issue it within 7–10 working days, to the method you paid with wherever possible.

• —Card or wallet payment — refunded through our payment provider to the same card or wallet.
• —Bank transfer or mobile wallet — refunded to the account the payment came from. We may ask you to confirm the account title and number in writing before transferring.
• —Cash on Delivery — because we hold no card details, we refund by bank transfer or mobile wallet to an account you nominate.

How long the money then takes to appear in your account depends on your payment method, your bank's processing times, the payment gateway and your financial institution's own procedures. Delays introduced by banks, payment providers or other third parties at that stage are outside our control.

What is refunded

• —The full product amount, in every case where a refund is due.
• —The delivery charge as well, where the fault was ours — a damaged, faulty, incorrect or incomplete order, or an order we cancelled.
• —The product amount only, where you changed your mind about an unopened item. The delivery charge already spent on getting the parcel to you is not refunded.
• —Nothing is deducted as a handling or restocking fee. We do not charge one.

Non-refundable charges

Delivery, Cash on Delivery, advance courier and similar service charges are not refundable where the service has already been provided, or where the order came back to us for a reason attributable to you — an incorrect address, an unreachable number, refusal at the door, or repeated failed delivery attempts. We will tell you about any such charge before it is applied wherever we reasonably can.

We will always tell you the exact amount being refunded, and why, before we process it.

If we cancel an order because a product is unavailable or the order cannot reasonably be fulfilled, and you have already paid, you are entitled to a refund of the amount paid for that order. Where only part of an order is affected, we will contact you to agree whether to send the rest, substitute the item or refund it.

If you are unhappy with how a delivery, return, exchange or refund has been handled, please raise it with us. We acknowledge every complaint within 2 working days and aim to resolve it within 7 working days. Our full process, and how to escalate, is on our Complaint Handling page.

We may update this Shipping, Returns & Refunds Policy from time to time. The updated version is published on this page with a revised “Last updated” date. The version published when you place an order is the version that applies to that order.