Refund policy

At CHARZEM we want you to love what you wear. If something isn't right, here is exactly how we will sort it out.

RETURN WINDOW

You have 7 days from the date your order is delivered to request a return or exchange.

WHAT WE ACCEPT BACK

To be eligible, the item must be:

Unworn, unwashed and unaltered
In original condition with all tags, labels and packaging intact
Free from stains, perfume, makeup marks or odour
Accompanied by the original invoice or order confirmation

WHAT WE CANNOT ACCEPT

Unstitched fabric that has been cut, stitched or altered in any way
Made-to-measure or custom-stitched pieces
Items marked Sale, Clearance or Final Sale — these are eligible for exchange only, subject to stock
Jewellery, hair accessories and intimate wear, for hygiene reasons
Items returned after 7 days, or sent back without prior approval
Items damaged after delivery through washing, wear or alteration

COLOUR AND FINISH

Every screen displays colour a little differently, and hand-finished embroidery, block printing and dyeing naturally carry small variations from piece to piece. These are characteristic of handcrafted eastern wear and are not treated as defects.

HOW TO START A RETURN

1. Email contact.charzem@gmail.com or WhatsApp 0335 9709162 within 7 days of delivery.
2. Include your order number, the item or items you wish to return, and the reason.
3. Attach clear photos if the item is faulty, damaged or incorrect.
4. We will reply within 24 to 48 hours with approval and return instructions.

Please do not ship anything back before you receive approval. Unapproved parcels cannot be processed and will be returned to sender.

RETURN SHIPPING

If we made the mistake — wrong item, damaged or defective — we cover return shipping in full and arrange the pickup.

If you are returning for size, fit or change of mind — return shipping is at your own cost. Your original delivery was free and will not be charged back to you.

EXCHANGES

We are happy to exchange for a different size or colour within 7 days, subject to availability. If your preferred size is out of stock, we will issue store credit or a full refund, whichever you prefer. One exchange per order.

REFUNDS

Once your return reaches us, we inspect it within 2 to 3 business days and then process your refund:

Prepaid orders (card or bank transfer) — refunded to the original payment method within 7 to 10 business days.
Cash on Delivery orders — refunded by bank transfer, Easypaisa or JazzCash to an account held in the name of the person who placed the order. Please send these details when you request the return.
Store credit — issued immediately, if you would rather not wait for a bank transfer.

Bank processing times are outside our control, so funds may take a few additional days to appear in your account.

DAMAGED, WRONG OR MISSING ITEMS

Contact us within 48 hours of delivery with photos of both the item and the outer packaging. Recording a short unboxing video makes these claims far quicker to resolve, so we recommend it — particularly for orders containing several items.

ORDER CANCELLATIONS

Orders may be cancelled free of charge at any point before dispatch. Once your parcel has been handed to the courier, it falls under this returns policy.

REFUSED CASH ON DELIVERY ORDERS

Repeatedly refusing delivery on Cash on Delivery orders may result in future orders requiring advance payment.

CONTACT US

CHARZEM
House B-23, Sector 2, Street 1, Khyaban-e-Sir Syed, Rawalpindi 46000, Pakistan
Email: contact.charzem@gmail.com
Phone / WhatsApp: 0335 9709162
Support hours: Monday to Saturday, 10:00 AM to 6:00 PM (PKT)