Return and Exchange policy

Effective Date: April 2026

At Fais Couture, we strive to ensure that every order meets the highest standards of quality and craftsmanship. If for any reason you are not fully satisfied with your purchase, please review our Return & Exchange Policy below.

By placing an order through faiscouture.com.pk, you agree to the following terms.

1. Eligibility for Returns & Exchanges

You may request a return or exchange if:

  • You received a damaged, defective, or incorrect item
  • The item delivered does not match the order placed
  • The product has a manufacturing defect
  • The item is unused, unworn, unwashed, and returned in its original condition with all tags, labels, packaging, and invoice included

Requests for returns or exchanges must be submitted within:

  • 7 days of delivery for orders within Pakistan
  • 14 days of delivery for international orders

Any request made after the applicable period may not be accepted.

2. Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return or exchange unless received damaged or defective:

  • Sale or discounted items
  • Customized or personalized products
  • Stitched or altered garments
  • Made-to-measure orders
  • Gift cards or vouchers
  • Accessories, innerwear, or hygiene-related products
  • Products purchased during special promotional campaigns marked as final sale

3. Return & Exchange Process

To request a return or exchange, please contact our customer support team with:

  • Full name
  • Order number
  • Contact number
  • Clear photographs of the item (if damaged, defective, or incorrect)
  • Reason for return or exchange

Once your request is reviewed and approved, we will provide instructions for returning the item.

Items must be securely packed and shipped back to the address provided by our support team.

Fais Couture reserves the right to reject returned items that do not meet the conditions outlined in this policy.

4. Exchanges

If your exchange request is approved, you may exchange the item for:

  • A different size
  • A different color (subject to availability)
  • Another product of equal value

If the replacement item costs more, you will be required to pay the difference. If it costs less, the remaining amount may be issued as store credit or refunded at our discretion.

Replacement items will be dispatched after the original item has been received and inspected.

5. Refunds

Refunds are only issued in the following cases:

  • The requested replacement item is unavailable
  • The item is confirmed to be defective, damaged, or incorrect
  • Fais Couture is unable to fulfill the exchange request

Approved refunds will be processed to the original payment method within:

  • 7–14 business days for Credit / Debit Card payments
  • 5–10 business days for Bank Transfer or Digital Wallet payments

Shipping fees, COD charges, customs duties, and import taxes are non-refundable unless the error was caused by Fais Couture.

6. Return Shipping Charges

For orders within Pakistan:

  • If the item is defective, damaged, or incorrect, Fais Couture will bear the return shipping cost.
  • If the return or exchange is requested for any other reason, the customer will be responsible for the shipping charges.

For international orders:

  • Customers are responsible for all return shipping costs, customs charges, duties, and taxes unless the item received was incorrect or defective.

We recommend using a trackable courier service for all returns, as Fais Couture is not responsible for lost return parcels.

7. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of receiving your order.

Please include photographs showing:

  • The product received
  • The issue or defect
  • Packaging and shipping label

Failure to report the issue within 48 hours may affect the approval of your request.

8. International Orders

Fais Couture proudly serves customers around the world. For international orders:

  • Exchange and return requests must be made within 14 days of delivery
  • Customers are responsible for any import duties, taxes, or customs charges related to returns or replacement shipments
  • Delivery times for exchanged items may vary depending on the destination country

We are not responsible for delays caused by customs or international shipping carriers.

9. Contact Us

If you would like to request a return or exchange, please contact us:

Fais Couture
51, Sector G, Phase 1, DHA, Lahore, Pakistan
123-P, Primark Mall, MM Alam Road, Gulberg 2, Lahore, Pakistan

Phone: +92 321 4177440 | +92 304 3345555
Email: info@faiscouture.com

Customer Support Hours: Monday to Sunday, 12:00 PM – 12:00 AM