REFUND & EXCHANGE POLICY

Every piece is inspected by hand before dispatch. If anything arrives with a production fault, damage or the wrong item, message us within 48 hours with photos and we'll repair or replace it.

Because each outfit is made for you, we can't accept returns or exchanges for a change of mind. This page explains exactly what we do cover and how to reach us.

At a glance

  • Production fault, damage or wrong item: tell us within 48 hours of delivery and we'll repair or replace it.
  • Changes or cancellation: possible within 24 hours of placing your order.
  • Cancelled orders: refunded as store credit.
  • Not covered: change of mind, custom-size orders (except production faults), sale items (except wrong item delivered), and slight colour differences from screen images.

Changing or cancelling your order

Within 24 hours of placing your order, message us on WhatsApp to change the size, edit your shipping details or cancel an item. After 24 hours, production has usually begun, so orders can no longer be cancelled. For any other change after this point, WhatsApp us and we'll do our best to help.

We're unable to combine orders or add pieces to an existing order once 24 hours have passed.

If something isn't right when it arrives

If your order arrives with a manufacturing defect, damage, or isn't the item you ordered:

  1. Message us on WhatsApp at +92 306 0707222 or email [email protected] within 48 hours of delivery.
  2. Include your order number and clear photos of the issue.
  3. Keep the outfit unworn and unwashed, with its tags and packaging, while we review it.

Once confirmed, we'll repair or replace the piece and explain the next steps.

What we can't exchange or refund

  • Change of mind: we don't offer returns, exchanges or refunds if you simply don't like the product.
  • Custom-size and customised orders: pieces made to your measurements, or customised in fabric or any other way, can't be exchanged or refunded. Production faults on these pieces are still covered as above.
  • Sale items: all discounted purchases are final, unless we've delivered the wrong item.
  • Colour variation: colours can look slightly different in person due to lighting and screen settings (see our Disclaimer), so this isn't treated as a fault. Laces may also vary slightly based on availability.

Refunds and store credit

Orders you cancel within the 24-hour window are refunded as store credit. We don't offer a money-back guarantee on purchased items.

If we have to cancel your order ourselves (see below), we'll refund your payment, less any non-recoverable processing fees charged by banks or payment gateways.

Delays and events beyond our control

Delivery timelines are estimates. Once your order is with the courier, timing depends on the carrier and on international conditions.

SCHEREZĀDE isn't liable for delays or failures caused by events beyond our reasonable control, such as war, geopolitical conflict, civil unrest, government restrictions, airspace closures, courier suspensions or natural disasters. In those cases we may delay or suspend shipment, or cancel the order and issue a refund (less non-recoverable processing fees) if it can't be delivered within a commercially reasonable time. We'll always contact you first.

When an order counts as fulfilled

An order is fulfilled once it has been handed to the courier and a valid tracking number has been issued.

Before raising a payment dispute

Please contact us first. Almost every issue can be resolved quickly and directly, and opening a chargeback without contacting us usually slows the resolution down.

Contact

WhatsApp: +92 306 0707222 (fastest, Mon–Sat, 10am–8pm PKT)
Email: [email protected]