Returns & Refunds
Sign in to your Account, Check your order id in my orders.
Fill in the Return Form Below. The available return options will be displayed in this form.
Pack your parcel securely, with the product in the original and undamaged manufacturer’s packaging as delivered to you and secure the Return Label on top of the return package.
Head to your nearest drop-off point or wait for collection by our pick-up service.
- If your product is defective / damaged or incorrect/incomplete at the time of delivery, please contact us within the applicable return window. Your product may be eligible for refund depending on the product category and condition.
- Please note that some products are not eligible for a return if the product is”No longer needed”
- For device related issues after usage or the expiration of the return window, we will refer you to the brand warranty center (if applicable).
You will always find the relevant terms on the product page (Return Policy tab).
Please note that certain items marked as non-returnable on product page are not eligible for return.
Please note that this policy does not apply to “Overseas Products”.
Valid reasons to return an item
- Delivered Product is damaged (physically destroyed or broken) / defective (dead on arrival)
- Delivered Product is incorrect (presentation different on website) / incomplete (missing parts)
- Delivered Product is “No longer needed” (you no longer have a use for the product / you have changed your mind about the purchase / the size of a fashion product does not fit / you do not like the product after opening the package) – eligible for selected products only
Conditions for Returns
- The product must be unused, unworn, unwashed and without any flaws. Fashion products can be tried on to see if they fit and will still be considered unworn
- The product must include the original tags, user manual, warranty cards, freebies and accessories
- The product must be returned in the original and undamaged manufacturer packaging / box. If the product was delivered in a second layer of Company packaging, it must be returned in the same condition with return shipping label attached. Do not put tape or stickers on the manufacturers box
- It is important to print out and paste the return label on your return parcel to avoid any inconvenience/delay in process of your return.If a product is returned to us in an inadequate condition, we reserve the right to send it back to you.
Issuance of Refunds
If your product is eligible for a refund, you can choose your preferred refund method based on the table below. The shipping fee is refunded along with the amount paid for your returned product.
The time required to complete a refund depends on the refund method you have selected. The refund time starts once the quality check is completed. (For quality check timelines refer table below)
|Item Type||Drop Off TAT||Pickup TAT||Hand over to Firdous Jewelers||QC TAT|
|Non Bulky||48 hours from return request initiated||N/A||3 working days||3 days|
|Bulky||N/A||5 working days from return request initiated||5 working days once the item is picked||5 days|
Please note that this policy does not apply to Company Global products. Please read Company Global return and refund policy.
|Payment Method||Refund Option||Refund Time|
|Debit/ Credit Card||Debit/ Credit Card||10 Working Days|
|HBL Direct Transfer||HBL Account||5 Working Days|
|Refund Voucher||2 Working Days|
|Company Wallet||Company Wallet||1 Working Days|
|Equated Monthly Installments||Credit Card||10 Working Days|
|Easypaisa Wallet||Easypaisa Wallet||5 Working Days|
|Cash on Delivery (COD)||Company Wallet||1 Working Days|
|Refund Voucher||Refund Voucher||2 Working Days|
|JazzCash Mobile Account||Company Wallet||1 Working Days|
|Modes of Refund||Description|
|Company Wallet||The Company Wallet needs to be activated in order to access the refund amount. Refunds can also be withdrawn to a bank account from within the Company Wallet. All orders paid through Cash on Delivery (COD), Easypaisa Shop (OTC) or JazzCash Mobile Account will only be refunded to the Company Wallet.|
|Refund Voucher||Vouchers will be sent to the customer registered email ID on Firdous Jewelers and can be redeemed against the same email ID.|
|Debit Card or Credit Card||If the refunded amount is not reflecting in your card statement after the refund is completed and you have received a notification by Firdous Jewelers, please contact your personal bank.|
|Easypaisa Wallet||If the refunded amount is not reflecting in your Easypaisa Wallet statement after refund is completed: i) Please contact us .|
|Bank Deposit||The bank account details provided must be correct and the account must be active and should hold some balance. Do not provide account details of Basic Bank Account (BBA), National Bank and Khyber bank as refunds cannot be processed for these options. IBAN number will be needed to refund the amount.|
Important Note: The Voucher discount code can only be applied once. The leftover amount will not be refunded or used for next purchase even if the value of order is smaller than voucher value.
Pre-Paid Orders Failed/False Delivery Refund Grid:
|Payment Method||Refund Option||Refund Time|
|Debit/Credit Card||Debit/Credit Card||25 Working Days|
|HBL Direct Transfer||HBL Account||20 Working Days|
|Company Wallet||Company Wallet||16 Working Days|
|Equated Monthly Installments||Credit Card||25 Working Days|
|Easypaisa Wallet||Easypaisa Wallet||20 Working Days|
|Easypaisa Shop (OTC)||Company Wallet||16 Working Days|
|Company Refund Voucher||Refund Voucher||17 Working Days|
|JazzCash Mobile Account||Company Wallet||16 Working Days|