We want you to love every piece you order. If something isn’t right, this policy explains how exchanges, returns and refunds work.
Exchanges and returns
You can exchange a piece for another size or style, or return it for a refund, within 14 days of delivery. To qualify, items must be:
- unworn, unwashed and unaltered, with the original tags attached;
- returned complete, with every piece of the outfit (for example the shirt, dupatta and trousers) and the original packaging;
- uncut and unstitched, for unstitched fabric.
Exchanges depend on availability. If the piece you’d like isn’t available, we’ll refund you instead.
Items we can’t exchange or return
- Unstitched fabric that has been cut or stitched.
- Pieces that have been worn, washed or altered, or that are missing their tags.
- Pieces customised or made to order for you, unless they arrive faulty.
Sale items
Sale items can be exchanged for a different size within 14 days of delivery, subject to availability. They can’t be returned for a refund unless they’re faulty.
How to start an exchange or return
- Contact customer care by email at reach@onebillionstyles.com or on WhatsApp at +92 337 1016937 within 14 days of delivery, with your order number and the items you’d like to exchange or return.
- We’ll confirm whether the items qualify and send you the return address and instructions. Please don’t send anything back before we’ve confirmed.
- Pack the items securely in their original packaging and send them with a tracked service. Keep your proof of postage until your return is complete.
Return delivery costs
Unless an item is faulty or we sent you the wrong one, the cost of sending it back is yours and the original delivery charge isn’t refunded. For exchanges within Pakistan, we deliver the replacement free of charge; for other countries, the standard delivery charge for your region applies (see our Shipping Policy).
Refunds
When your return arrives, we’ll check it and email you to confirm. Approved refunds are made within 7 working days:
- Online payments are refunded to the original payment method. Your bank may take a few more days to show the refund.
- Cash on delivery and bank transfer orders are refunded by bank transfer to an account in your name. We’ll ask you for the details.
Refunds are made in the currency you were charged. If your card was charged in Pakistani rupees, the refund is in rupees too, so the amount your bank shows may differ slightly because of exchange rates.
Faulty, damaged or wrong items
If an item arrives damaged or faulty, or isn’t what you ordered, contact us within 48 hours of delivery with your order number and photos. We’ll replace it or refund you in full, including the delivery charge, and cover the cost of sending it back.
Cancelling an order
You can cancel an order free of charge until it has been sent. Contact customer care by email at reach@onebillionstyles.com or on WhatsApp at +92 337 1016937 as soon as possible; if you’ve already paid, we’ll refund you in full. Once an order is on its way it can’t be cancelled, but you can return it under this policy.
Your rights
This policy doesn’t affect your rights under the consumer laws of the country you live in. Where those laws give you more, such as the right to cancel an online order within a set period after delivery, those rights still apply.
Questions
For anything about an exchange, return or refund, contact customer care by email at reach@onebillionstyles.com or on WhatsApp at +92 337 1016937. Please include your order number.