We strive to give all our customers a great online shopping experience. However, in case you face any issue with a product or its size, we offer you exchange on order or article within 14 days from the date of purchase. You can reach our customer care via call or an email at email@example.com for any of the product related complaints, by providing the purchased item, invoice and tags intact with it, is in its original packaging and unused condition.
NOTE: The exchange / return policy is applicable on items sold on actual price and it is not applicable the items sold during any special promotion or on discounted price. Damages due to negligence, improper usage or handling will not be covered under the exchange policy. Moreover, the exchange will be subject to the availability of item in our stock.
Usually, it takes about 4-5 working days for the order to be delivered. However, during our Sale Period the shipping may take 7-10 working days. Currently, we are offering FREE* shipping all over Pakistan on orders with a minimum purchase value of Rs.2,000/- or above. However, delays in transit are possible due to uncontrollable conditions or circumstances.
COVID 19 Situation
In view of the countrywide COVID lockdown, all local orders are experiencing delays for up to 15 additional days. Some of the orders are cancelled due to inability to access our regional warehouses or inventories for any of the required stock.
Packages Lost In Transit
It may take up to 4-5 days to investigate any of the related complaints, to locate the package or issue/offer a replacement.
Product Is Damaged or Stolen In Transit
A product is considered damaged if it is received with fabric torn or harmed physically due to mishandling or otherwise. A product is considered stolen if the package is received in a bag with a damaged seal, either empty or with less number of articles as compared to those ordered. In either case, you may contact our Customer Care within 14 days from the date of receipt. We are going to investigate the issue and may ask you to provide a digital picture of the received package/parcel to qualify your claim or compensate for the loss.
Price & Taxes
All the prices on our website are inclusive of Sale Tax of 2019.
Features of Refund and Exchange Policy
If you choose to exchange an item for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item, free of cost. Moreover, Refund is not applicable on local orders. However, an exchange is subject to availability of the item in our stock. Exchange/ replacement for goods or merchandise is subject to inspection by our QA team. For more information and details about Refund and Exchange, kindly visit our FAQ page or call our Customer Care (Monday to Saturday / 10:00 AM – 06:00 PM- PST)
Refund and Exchange policy for edenrobe Beauty
The products must be in its original sealed packaging, no tags should be removed. Exchange will only be done under these circumstances, if not followed no policy is applied to it. The parcel would be examined at our warehouse afterwards the claim shall be proceeded for the exchange services.
Once an order is placed, the payment is validated with relevant authorities and then forwarded to the processing department. Usually, it takes about 1-2 working days for the order to be processed. Once processed, it takes another 4-6 days for order to be shipped. However, during our Sale Period the shipping may take 8-12 working days. Only bank transfer or Credit/Debit Cards payment mode is available, no Cash on Delivery (COD) method is available at the moment.
COVID 19 Situation
Due to the disruption in international flight, all international orders are experiencing delays up to 15 additional days.
International Shipping Rates
Shipping charges are calculated for destination, size and weight of your order (shipping charges may vary subject to logistic service provider and other factors)
Custom duties & Import Taxes
Unfortunately, we have no control over international custom duties or taxes. Any of the custom duties, taxes or import charges on international orders as levied by the state will be borne by the customer.
Payment through Credit or DebitCard
Orders placed through credit/debit card or any other online payment system has to undergo a thorough fraud check, and shall only be processed once cleared by our payment processor. The order shall be considered or cancelled if it fails to qualify the fraud check.
Orders can be cancelled upon customer’s request any time before it is processed.
Edenrobe reserves the right to cancel orders for any reasons of the following reasons:
- Articles Out-Of-Stock
- Pricing Difference
- Shipping Cost Difference
- Technical Error
In case of a cancellation, the amount paid via bank transfer or credit/debit card shall be refunded within 20 days of receipt of the order.
Refund and Exchange Policy for International Customers
Unfortunately, we are currently not offering refunds on international orders. However, we do offer exchange on purchased item within a period of 20 days provided the customer is willing to bear the overall shipping cost.
For custom duties and taxes on international orders, please refer to our Terms & Condition page.