Return & Refunds

Return & Refund Policy

At Sarwat Shawls, every piece is quality-checked before it leaves our warehouse. Because of this, and the handcrafted as well as fulfilled-on-request nature of our shawls, we do not offer returns or refunds for reasons such as change of mind, incorrect size selection, or personal preference once an order has been shipped.

We accept returns only for defective or damaged products, and we offer exchanges for these items. If your order arrives defective or damaged, we will make it right — through an exchange, store credit, or refund, as set out below.

Order Cancellations

  • Once an order has been dispatched, it can no longer be cancelled and falls under the return/exchange terms below.

  • To cancel, contact us immediately at sarwat.pk@outlook.com or WhatsApp 0301-8727674 with your order number.

  • During the order confirmation process, the order can be cancelled free of charge.

Damaged, Defective, or Incorrect Items

  • This applies to items that arrive physically damaged in transit, with a manufacturing defect (e.g. a flaw in the weave, print, or embroidery), or different from what you ordered (wrong item, wrong colour, missing item).

  • Claims must be reported within 3 days of the delivery date shown in your tracking confirmation. Claims reported after this window cannot be accepted.

  • To report a claim, email sarwat.pk@outlook.com and WhatsApp 0301-8727674 with your order number, clear photos (and, where possible, a short unboxing video) of the item and its packaging, and a brief description of the issue.

  • We will review your claim and respond within 2 business days with a decision.

  • Approved claims are resolved by, in order of preference: (1) an exchange for the same item, subject to stock; (2) store credit for the full order value if an exchange isn't available; or (3) a refund to your original payment method if neither of the above is possible.

  • Refunds, once approved, are processed within 7–10 business days. Funds may take additional time to appear depending on your bank or payment provider.

  • Items must be unworn, unwashed, and in their original packaging with tags attached to qualify.

What Is Not Covered

  • Change of mind, incorrect size ordered, or personal preference (colour/design not as expected in person).

  • Items marked as final sale, clearance, or purchased during a promotional sale.

  • Minor variations in colour, shade, or handwoven texture — a natural result of the handcrafted, artisanal process and not considered a defect.

  • Claims reported after the 3-day window above, or without supporting photos/video.

  • Items showing signs of wear, washing, or alteration.

Shipping Costs on Approved Claims

  • For approved damage, defect, or incorrect-item claims, we do not cover the cost of shipping the item back to us but we do not charge for the cost of sending back the replacement within Pakistan.

  • For international orders, please contact us before returning any item — return shipping arrangements will be confirmed as part of the claim approval.

International Orders

We currently ship to Pakistan, the United Kingdom, the United States, Canada, the UAE, and parts of Europe. Our international shipping courier partners handle prepaid orders only without a return policy. For international returns and exchanges feel free to reach out to us.

How to Reach Us

  • Email: sarwat.pk@outlook.com

  • WhatsApp: 0301-8727674

  • Please have your order number ready when you contact us — it helps us resolve your claim faster.