Claims within 12 hours of delivery, what qualifies, and how cancellations and refunds work.
Every order is carefully inspected, recorded and securely packed before dispatch, so that you receive your product in the condition shown and promised. Please read this policy carefully before placing your order. By placing an order, you accept it.
1. The 12-hour window
- Returns or exchanges are accepted only when you tell us within 12 hours of delivery.
- Any issue with the product must be reported within this 12-hour period.
- Claims made more than 12 hours after delivery will not be accepted.
- Once the 12-hour period has passed, the order is final and considered accepted by you.
- The 12 hours are counted from the delivery time recorded by the courier.
2. What can be returned or exchanged
- Items must be unused, unworn and in their original condition.
- All original tags, packaging, dust bags, boxes, receipts and accessories must be intact.
- Items showing any sign of use, damage, alteration, perfume, makeup or wear are not eligible.
- Sale, discounted, customised, personalised, final-sale and specially sourced (on request) items cannot be returned or exchanged.
- Approval of any return or exchange is subject to inspection once the item is back with us.
3. Condition at dispatch
- Every product is thoroughly inspected and photographed or video-recorded before dispatch.
- Dispatch videos are kept as proof of the product's condition before shipment.
- Damage, scratches, stains, peeling, wear or other issues that were not present at dispatch are not our responsibility.
4. Handling after delivery
Once your order has been delivered, its condition and safety are your responsibility. We are not responsible for damage caused by:
- improper handling or storage
- normal wear and tear
- exposure to water, heat, moisture, perfume, chemicals or other substances
- scratches, peeling, stains or physical damage after delivery
- incorrect use or maintenance
- anything that happens after the 12-hour claim period
5. How to make a claim
- Contact us within 12 hours of delivery with your order number (it starts with ULV-).
- Send clear photos and videos showing the issue, the outer package and the item.
- For a damaged, incorrect or missing item, include a continuous, unedited unboxing video that starts with the sealed package. Claims without one may not be accepted.
- Do not use, alter, repair, clean or otherwise handle the product before contacting us.
- Our team reviews your claim against the dispatch record and tells you whether it qualifies for a return or exchange.
- If it qualifies, we tell you how and where to send the item. Items sent back without our approval will not be accepted.
6. Damaged or incorrect items
- Report any item received damaged or incorrect within 12 hours of delivery, with clear photos and videos of the package and the item.
- If our team confirms the mistake or damage was ours, we cover the return shipping and offer an exchange or a refund.
7. Shipping and return costs
- Shipping and return costs are non-refundable, unless the item you received was incorrect or damaged because of our handling.
- For any other approved return or exchange, you pay the cost of sending the item back to us.
8. Cancellations
- You can ask to cancel an order at any time before it is dispatched. If you have already paid, we refund the amount you paid.
- Specially sourced (on request) orders cannot be cancelled once we have bought the item for you.
- Orders cannot be cancelled once they have been dispatched.
- If you refuse a delivery without a valid reason, the delivery and return shipping costs are deducted from any refund.
- We may cancel an order if an item is unavailable, a price was listed in error, or we cannot verify your payment within 48 hours. If you have paid, you receive a full refund.
9. Refunds
- Approved refunds are made to the account you paid from (bank account or Easypaisa), after any returned item has passed inspection.
- We process approved refunds within 7 working days. Your bank or wallet may take longer to show the amount.
- Shipping charges are not refunded, except where the item was incorrect or damaged because of our handling.
- Exchanges depend on availability. If the replacement is not available, we refund you instead.
Contact us
For any return, exchange, refund or cancellation request, contact us within 12 hours of delivery with your order details through our contact page.