Return and exchange Policy
Return & Exchange Policy
Every Naqees piece is produced in limited runs and is not restocked. Because of this, we operate an exchange-based policy — we do not issue cash refunds. What we do instead is work with you to get you into the right size, or the right piece, as quickly as possible.
Please read this policy before placing your order. By completing a purchase, you accept these terms.
1. What we offer
- Size or colour exchange, subject to availability, within 7 days of delivery
- Replacement or store credit for items that arrive damaged, defective, or incorrect
- Store credit (coupon code) where an exchange is genuinely not possible
We do not issue cash refunds, bank transfers, or reversals to the original payment method. Where a purchase cannot be resolved through an exchange, the resolution is store credit.
2. Eligibility window
- Your request must reach us within 7 days of the delivery date recorded by the courier.
- Once your request is approved, the parcel must be dispatched back to us within 5 working days.
- Requests received after the 7-day window cannot be entertained, regardless of the reason for delay.
3. Condition requirements
Items sent back to us must be:
- Unworn, unwashed, and unaltered
- Free of stains, marks, perfume, smoke, or any odour
- Complete with all original tags still attached
- In the original packaging
- Accompanied by the order number
Anything that fails inspection will be photographed and returned to you at your cost. If you do not arrange collection or re-delivery within 15 days of being informed, we cannot hold the item indefinitely.
4. How to request an exchange
Message us on WhatsApp: +92 303 487 8317.
- Your order number
- The item and size you received
- The size or colour you would like instead
- Clear photos of the item with the tags still attached
Our team responds within 1–2 working days with an approval and the return address.
Please do not send a parcel back without written approval. Unapproved parcels are not accepted and are returned to sender at the sender's cost.
5. Return shipping
You may choose either option:
Option A — Self ship. Send the parcel through any courier of your choice, at your own cost. The courier must provide tracking, and the tracking number must be shared with us. Until the parcel physically reaches us, it remains your responsibility — we cannot process an exchange for a parcel lost or damaged in transit back to us.
Option B — Hassle-free two-way. A flat charge of PKR 1,000 covers pickup of your original item and delivery of the replacement, anywhere in Pakistan.
The shipping charge paid on your original order is non-refundable and is not converted to store credit.
6. Availability and price difference
- One exchange per order. A replacement piece cannot itself be exchanged again.
- Exchanges are always subject to stock at the time your parcel is inspected. Requesting an exchange does not reserve the item.
- If the new piece costs more, the difference is payable before dispatch.
- If the new piece costs less, the difference is issued as store credit — not cash.
- Pieces from a past collection cannot be exchanged against a current or newly launched collection.
7. Store credit
Where an exchange is not possible — the size is unavailable, the piece is sold out, and no alternative works for you — we issue store credit as a coupon code.
- Issued within 3 working days of the returned item passing inspection
- Value equals the amount paid for the item, excluding all shipping charges
- Valid for 12 months from the date of issue
- Non-transferable, cannot be redeemed for cash, and cannot be combined with other discount codes
8. Damaged, defective, or incorrect items
If your parcel arrives damaged, the item is defective, or you received the wrong piece:
- Notify us on WhatsApp within 48 hours of delivery
- Send photos of the item, the tag, and the outer packaging
- An unboxing video is strongly recommended and is required for any claim of damage in transit
For genuine brand-side errors, Naqees bears the shipping cost both ways. We will resolve it by replacing the piece, offering an alternative of equal value, or issuing store credit — in that order of preference.
This clause applies to all orders, including sale purchases.
9. Sale, promotional, and archive items
Items purchased during a sale, flash drop, or under a promotional code are final sale and are not eligible for size or colour exchange or store credit.
Section 8 above still applies in full: if a sale item arrives damaged, defective, or incorrect, we will make it right.
10. Not covered
- Change of mind after the item has been worn, washed, or altered
- Minor colour variation between the product photograph and the piece, caused by screen calibration, lighting, or photography
- Slight variation in measurement — our pieces are cut and finished by hand, and a tolerance of up to [0.5 / 1] inch is normal and not a defect
- Damage caused by wear, or by washing contrary to the care label
- Items purchased from unauthorised resellers or any channel other than our website and official social pages
- Free gifts, samples, and promotional add-ons
We also reserve the right to decline requests where an account shows a pattern of repeated returns or exchanges.
11. Turnaround
- Inspection on receipt: 2–3 working days
- Replacement dispatched: within 7 working days of the item passing inspection
- Store credit issued: within 3 working days of the item passing inspection
12. Contact
WhatsApp: +92 303 487 8317 Email: admin@naqees.com Returns address: 167-P Gulberg III, Lahore 54810
Our team is available [ Mon to Fri , 9 am to 5 pm pakistan time ].
Naqees is a brand that communicates and expresses through fashion, infused with South Asian technique and craftsmanship. All designs conceptualised, produced, and made in Pakistan.