FAQs
At Erum, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a return and refund policy based on the following terms and conditions. Please read through carefully to understand how our policy works.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The item must be in its original condition, unused, and unworn.
- The item must be returned in its original packaging, with all tags and labels intact.
- Returns must be initiated within 7 days from the date you receive your order. After this period, we are unable to accept returns or process refunds.
- Certain items, such as customized or bespoke designs and sale items, are non-returnable and non-refundable. Please make sure to review product details carefully before making a purchase.
2. How to Initiate a Return
If you wish to return an item, please follow these steps:
- Contact our customer service team at [insert contact email/phone number] within 7 days of receiving your order. Please provide your order number and details about the product you wish to return.
- Our customer service team will guide you through the return process and provide you with a Return Authorization (RA) number.
- Package the item securely in its original packaging, ensuring that all tags, labels, and invoices are included.
- Return shipping costs are your responsibility, unless the return is due to a mistake on our part (e.g., damaged or incorrect items). Please use a trackable shipping service to ensure that the item reaches us safely.
3. Refund Process
Once we receive the returned item and verify that it meets the conditions mentioned above, we will process your refund. Refunds will be issued to the original payment method used at the time of purchase.
- Please note that the shipping fees (if applicable) are non-refundable.
- Processing times for refunds may vary based on your payment provider. Typically, it may take up to 7-10 business days for the refund to be reflected in your account after the return is processed.
4. Exchanges
We do not offer direct exchanges at this time. If you would like to exchange an item for a different size or style, please return the original item for a refund and place a new order for the desired item.
5. Damaged or Defective Items
If you receive a damaged or defective item, please notify us immediately within 48 hours of receiving the product. We will arrange for a replacement or refund based on your preference, and we will cover the return shipping costs.
Please send clear photos of the damaged or defective item, as well as the packaging it came in, to our customer service team for a smooth resolution.
6. Non-Returnable Items
The following items are non-returnable:
- Customized or bespoke items tailored specifically to your preferences.
- Sale or clearance items marked as final sale.
- Intimate apparel or products that have been worn or used.
7. Cancellation Policy
Once an order is placed, we aim to process it as quickly as possible. If you wish to cancel your order, please contact us within 24 hours of placing the order. After this time, cancellations may not be possible, as the order may have already been processed or shipped.
8. International Returns
If you are shopping from outside Pakistan, please note that international returns are subject to additional shipping charges, and customs fees or duties may apply. We recommend checking with your local customs office for more information before returning the item.
Contact Us:
If you have any questions or need assistance with your return or refund request, please don’t hesitate to contact us at [insert contact details]. Our customer support team will be happy to help!
We hope that you are delighted with your purchase from Erum, but if for any reason you are not, we are here to assist you through our transparent and customer-friendly return and refund process. Thank you for shopping with us!
Let me know if you’d like to make any adjustments to this policy!