Return & Exchange

Policy

Return & Exchange

At Zarafshan, we want you to love what you wear. If something isn't right with your order, we're here to help.

7 daysto request an exchange

48 hrsto report damaged or wrong items

1×exchange per order

Eligibility

Exchange within 7 days

If you're not happy with your order, you can request an exchange within 7 days of delivery.

Items must be unused, unwashed and unaltered, in their original packaging with all tags attached.
Each order can be exchanged once.
Exchanges depend on stock. If your preferred size or design isn't available, you can choose another item of equal value, or pay the difference for a higher-priced item.

Damaged, defective or wrong item?

Tell us within 48 hours of delivery and we'll replace it at no extra cost.

The Process

How to request a return or exchange

Record the issue

Take clear pictures and a video of the problem, such as the damage, defect, wrong item or size issue.
Send it to us on WhatsApp

Message +92 331 3459459 with your pictures, video and order number.
We'll send our rider

Once your request is approved, our rider will come to your address to collect the parcel.
Hand over & take a picture

Take a photo of yourself handing the parcel to the rider. This is your proof that the item has been returned.
Receive your replacement

After we receive and check the returned item, we'll send your exchange.

Tip: We recommend recording an unboxing video when you open your parcel. It helps us resolve any claim about damaged, missing or wrong items quickly.

Costs

Delivery charges

Who pays depends on the reason for the exchange.

Zarafshan pays

Damaged, defective or wrong item

Zarafshan covers all delivery charges.

Customer pays

Change of mind or size exchange

The customer pays the delivery charges for the return and for re-sending the item.

Exclusions

Items not eligible for exchange

Items that have been worn, washed, or altered by a tailor (resized, cut or re-stitched)
Items without original tags or packaging
Items bought on sale or with a discount code, unless they are damaged or wrong
Requests made after the 7-day period

Refunds

We offer exchanges only. We don't give cash refunds. If a replacement isn't possible because the item is out of stock, we will offer store credit or a refund to your bank account, Easypaisa or JazzCash, at our discretion.

Cash on Delivery (COD) orders

Couriers don't allow parcels to be opened before payment. Please pay the rider first, then open the parcel. If anything is wrong, contact us within 48 hours with pictures and a video.