Though we strive to give you a great customer experience each time you shop with us, if you find any damage or faulty article or product or sizes, we offer you to Exchange Your Order within 15 Days of Delivery on all fresh items. That’s true! All you need to do is to give us a call or drop an email at firstname.lastname@example.org within a period of 15 days, from the date of delivery. However, you must understand that we can’t bear a loss either; so exchange of products will be accepted only if the products are returned in an UN-USED condition with the tags intact and in their original packaging, in an unwashed and undamaged condition and only on Fresh items which are not on promotion or discounts. However, an exchange is subject to availability of the item in our stock or items not on promotion or discount. Damages due to neglect, improper usage or application will not be covered under our exchange Policy.
Local Orders :
Once an order is placed, it is validated and forwarded to the processing department. Usually, it takes about 2-4 working days for the order to be shipped, however during our Sale Period the shipping may take 7-10 working days. Currently, we are offering FREE* shipping all over Pakistan on all the orders above and up to 2,000/- Rs. *Conditions apply on shipping charges at Deals with respect to them.
The usual turnaround time is about 3 to 5 days within country. However, delays in transit are possible due to conditions of the metropolitan or any other uncontrollable circumstances.
COVID 19 Situation : Due to the countrywide lockdown, all local orders are experiencing delays upto 15 additional days. Some of the orders may be cancelled due to continuous inability of access to stocks at our different stores.
Packages Lost In Transit:
If your order is lost in transit, edenrobe.com will investigate with the Shipping carrier. It may take 2-3 days for this process. If the package is still not located, we will issue/offer a replacement.
Product Is Damaged Or Stolen In Shipping:
A Product is considered damaged if the product received was physically damaged in a material way. A product is considered stolen if the package received is in open condition or empty or have less items. In either case, you may contact our Customer Support department within 14 Days. We are going to investigate this issue and may ask for a digital picture of the received package/product or any other proof for claim purpose as well.
Price & Taxes :
All the prices on our website are inclusive of Sale Tax 2019.
Features of Refund and Exchange Policy
If you choose to exchange an item for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item, free of cost. However, an exchange is subject to availability of the item in our stock. Exchange of Sizes/ replacement for goods/ merchandise is subject to inspection and checking by our QA team. For more information and details about Refund and Exchange, kindly visit our FAQ page. Or call us from Monday to Saturday between 10 AM to 06 PM (PST) at the numbers below.
Refunds and Exchanges on Sale Items
We do not offer exchange or refunds on items purchased on sale except in cases where we have sent you a wrong item or size than you ordered or the item is damaged or defective. On-sale item can not be exchanged or claimed for refund from any of our outlets unless the item received is damaged or defective.
Customer still needs to get in touch with our customer support team to register the complaint before asking for exchange from any outlets.
Refund and Exchange policy for edenrobe Beauty
The fragrances can be returned after 3 days of the home delivery. The parcel would be examined at our warehouse afterwards the claim shall be proceeded for the return and exchange services. The products must be in its original sealed packaging, no tags should be removed.
Once an order is placed, the payment is validated with relevant authorities and then forwarded to the processing department. Usually, it takes about 1-2 working days for the order to processed. Once processed it take 4-6 days time to be shipped to international destination, however during our Sale Period the shipping may take 8-12 working days.
COVID 19 Situation : Due to the disruption in international flight, all international orders are experiencing delays upto 15 additional days. International orders placed after 5th May are uncertain to reach customers doorstep by EID.
International Shipping Rates :
Shipping charges are calculated on destination, size and weight of your order. The prices may vary courier to courier.
Custom duties & Import Taxes:
Edenrobe.com has no control over custom duties or taxes applied by the country of international customer. Any custom duties, taxes or import charges applied by the respective country will be borne by the customer. Edenrobe.com shall not be responsible for paying off any kind of taxes or import duties.
Payment through Credit Card:
Orders placed through credit card or any other online payment system has to go through a fraud status check, and shall only be processed once cleared by our payment processor. The order shall be considered canceled if the fraud status is not passed.
Orders can be cancelled upon customer’s request any time before they are processed,
Edenrobe reserves the right to cancel orders for any reasons which may include:
Articles Out Of Stock
Shipping cost difference
In case of a cancellation, the amount shall be refunded within 20 days’ time to the respective credit card or bank account.
Refund and Exchange for International Customers
We try our best to give each of our customers an excellent shopping experience, but unfortunately we are currently not offering refunds to our international customers. However we offer them to exchange any item within a period of 20 days, if they bear the shipping cost of both ways. But to double the pleasure of shopping with edenrobe, we will be soon offering free shipping, refunds/exchange to our valued international customers as well.
For costum duties and taxes on import or international orders, please refer to Terms & Condition page