At Essa Jamil, customer satisfaction is important to us. Please read our Refund & Returns Policy carefully before placing an order.

1. Return Eligibility

Returns are accepted only if:

  • You receive the wrong item.
  • The product arrives damaged or has a manufacturing defect.
  • The item delivered does not match your confirmed order.

To qualify for a return:

  • The request must be made within 48 hours of receiving the order.
  • The product must be unused, unworn, unwashed, and in its original condition.
  • All original tags, labels, packaging, and accessories must be included.
  • Proof of purchase (order number or invoice) is required.

2. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Customized or made-to-order bridal dresses.
  • Altered or stitched products.
  • Products made according to customer-provided measurements.
  • Sale, discounted, promotional, or clearance items.
  • Accessories, veils, jewelry, and other personal-use items (unless damaged or defective).
  • Products damaged due to misuse, improper handling, or normal wear and tear.

3. Refund Policy

Refunds are only issued if:

  • The ordered item is unavailable after payment.
  • We are unable to fulfill your order.
  • A returned product is approved after inspection due to a verified manufacturing defect or incorrect shipment.

If approved, refunds will be processed using the original payment method (where applicable) or by bank transfer within 7–14 business days.

Shipping charges and Cash on Delivery (COD) service fees, if applicable, are non-refundable, unless the return is due to our error.

4. Exchange Policy

We offer exchanges only for:

  • Incorrect items shipped.
  • Damaged or defective products.
  • Size exchanges for ready-to-wear items (subject to stock availability).

Customized bridal dresses and stitched orders cannot be exchanged unless a manufacturing defect is confirmed.

5. Return Process

To request a return or exchange:

  1. Contact our customer support within 48 hours of receiving your order.
  2. Provide your order number along with clear photos or videos showing the issue.
  3. Our team will review your request within 2–3 business days.
  4. If approved, you will receive instructions for returning the product.
  5. Once the returned item passes inspection, your refund or exchange will be processed.

6. Return Shipping

  • If the return is due to our mistake (wrong item or manufacturing defect), we will bear the return shipping cost.
  • If the return is requested for any other approved reason, the customer is responsible for return shipping charges.

7. Order Cancellation

  • Orders may be cancelled before they are processed or dispatched.
  • Once stitching, customization, production, or shipping has started, cancellation requests cannot be accepted.
  • Customized bridal orders cannot be cancelled after production begins.

8. Damaged Parcels

If your parcel appears damaged upon delivery:

  • Check the package before accepting it.
  • Report any visible damage immediately to the courier.
  • Contact our customer support within 24–48 hours with photos or videos.