Customer Service
Returns & Exchanges
At a Glance
- 0–7 days from delivery — return for a full cash refund.
- 8–30 days from delivery — return still accepted, credited to your KAHEM Refund Credits (store credit) rather than cash.
- Exchanges — accepted any time within 30 days of delivery, for a different size or color, subject to stock.
- Customer pays return shipping, for both returns and exchanges.
- After 30 days — no return, no exchange.
Return Window
You may request a return within 30 days of delivery. Items must be unused, unwashed, and in their original packaging.
How your return is refunded depends on when you request it:
- Requested within 7 days of delivery — refunded in cash, to your original payment method.
- Requested between 8 and 30 days of delivery — credited to your KAHEM Refund Credits, ready to use on a future order. Refund Credits appear in your Wallet under Account and can be applied at checkout.
Return Shipping
The customer is responsible for return shipping costs, unless the item arrived damaged or incorrect.
Non-Returnable Items
- Sale items & final sale items
- Personalized or custom orders
- Intimates & dupattas
- Accessories
- Used or washed products
- Custom gift sets
How to Start a Return
Contact us with your order number at [email protected] or from your Order History, and our team will guide you through the next steps.
Exchanges
Want a different size or color of the same piece? Here's how it works.
Exchange Window
Exchange requests can be made within 30 days from delivery, for a different size or color of the same item, subject to stock availability. Items must be unused, unwashed, and in their original packaging — the same eligibility as returns.
Exchange Charges
- Customer pays return shipping to send the original item back to us.
- Standard delivery charges apply to resend the exchanged item — the same shipping rule as any order (free above PKR 5,000, PKR 300 below).
Once we receive and inspect the original item, the replacement is shipped in your new size or color, subject to availability. If the requested size or color is out of stock, we'll offer Refund Credits instead.
How to Start an Exchange
Request an exchange directly from your Order History — select the item, choose the new size or color, and our team will confirm within 24 hours.
After 30 Days
Once 30 days have passed since delivery, we're no longer able to accept a return or an exchange. We'd still love to hear from you at [email protected] if something isn't right.