Eligible
unused and in original condition, with all original packaging, seals, tags and included accessories, returned within 7 days of delivery.
Non-returnable
final-sale items, items damaged through misuse, and gift cards.
Return Window
You may request a return within 7 days of receiving your order. After 7 days, items are no longer eligible for return unless they are defective or damaged.
Eligible Items
Items are eligible for return if they are:
- Unused and in original condition.
- Complete with all original packaging, seals, tags and included accessories.
- In the same condition as received.
- Accompanied by the original receipt or order number.
Non-Returnable Items
The following items cannot be returned:
- Items marked as “Final Sale” or “Non-Returnable” on the product page.
- Items damaged due to customer misuse or negligence.
- Gift cards.
Defective or Wrong Items
If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery with photos of the issue. We will arrange a free pickup and replacement or a full refund at our discretion.
How to Initiate a Return
- 1Log in to your account and navigate to Orders → View Order, then click Request Return.
- 2Select the item(s) and reason for return.
- 3Our team will review your request within 1–2 business days and confirm pickup details via SMS or email.
- 4Pack the item(s) securely and hand them to our courier at the scheduled pickup time.
Alternatively, contact us at [email protected] or call +92 300 117-4460.
Refunds
- COD orders: refunds are issued as store credit to your Ilaaf account, or via bank transfer (add your account details in your profile). Bank transfer refunds are processed within 5–7 business days after we receive and inspect the returned item.
- Prepaid orders: Easypaisa / JazzCash — refunds are returned to the original payment source within 5–7 business days.
- Shipping charges: non-refundable unless the return is due to our error (wrong or defective item).
Exchanges
We offer exchanges for a different size or colour, subject to availability. Initiate an exchange the same way as a return; select “Exchange” as the reason and specify the desired variant. Exchanges are dispatched once we receive and inspect your returned item.
Return Shipping
For eligible returns due to our error, we arrange free pickup. For all other returns, a return shipping fee of PKR 150–250 (depending on your city) will be deducted from your refund.
Contact
For any help with your return, reach our Returns Department in Lahore using the details below.
Common questions
How long do I have to return an item?
You may request a return within 7 days of receiving your order. After that, items are no longer eligible unless they are defective or damaged.
Which items can I return?
Items must be unused and in original condition, with all original packaging, seals, tags and included accessories, in the same condition you received them, and accompanied by the original receipt or order number. We cannot accept returns of final-sale items, items damaged through misuse, and gift cards.
How do I start a return?
Log in and go to Orders → View Order, then choose Request Return and select the items and a reason. Our team reviews the request and confirms pickup details by SMS or email.
Who pays for return shipping?
If the return is due to our error — a wrong or defective item — we arrange a free pickup. For any other reason, a return shipping fee based on your city is deducted from your refund.
Can I exchange an item instead of returning it?
Yes, for a different size or colour subject to availability. Start it the same way as a return and select Exchange as the reason. Exchanges are dispatched once we receive and inspect the returned item.
Need help with a return?
Our Returns team in Lahore replies within one business day.
Mon–Sat, 9am–6pm