Cancellation, Return & Refund Policy

Cancelling an order

Every piece is made specifically for you, so the cost of an order is the fabric and the hours of handwork that go into it — not stock sitting on a shelf. That is what decides whether a cancellation is possible.

Tell us as soon as you can. We confirm in writing when production is about to begin, and until that point cancelling costs you nothing.

• Before production begins — cancel at no charge, and anything already paid is refunded in full.
• After cutting or stitching has begun — the fabric is already cut to your measurements and cannot be reused, so the order cannot be cancelled. If work has only just started, we will tell you honestly what can still be recovered.
• Changing a detail is usually easier than cancelling. If something is wrong, ask us before cancelling — small changes are often possible early on.

Returns and exchanges

No refund and no exchange on made-to-order pieces. Because each piece is custom-made to your design, colour and measurements, it cannot be resold, and we are unable to accept it back simply because it is no longer wanted.

This is confirmed clearly with you before your order is placed, never buried in the fine print.

When we will refund or remake

The rule above covers a change of mind. It does not cover our mistakes. If any of the following happens, contact us and we will make it right at our cost:

• The piece delivered is not the one you ordered.
• It arrives damaged, stained, or with a fault in the stitching or embroidery.
• It was made to measurements different from the ones you confirmed with us.
• We are unable to fulfil the order at all — in that case you are refunded in full.

How to raise a claim

Message us on WhatsApp at +92 305 2134171 or email orders@nayyab.shop within 48 hours of delivery, with your order number and clear photographs of the problem — including the parcel and packaging if it arrived damaged.

Please keep the piece and its packaging until the claim is settled. We may need photographs of both, and couriers usually require them for a transit claim.

We aim to respond within two working days and to agree a resolution — repair, remake or refund — with you directly.

How a refund is paid

An agreed refund goes back by the same route the payment arrived. A card payment is refunded to the card used, through Safepay; depending on your bank this usually appears within five to ten working days.

Where a payment was arranged directly over WhatsApp, we refund by the same method and confirm it in writing.

Shipping charges are refunded when the fault is ours. They are not refunded where a parcel was refused, left uncollected, or returned because an address or contact number given to us was wrong.

Fit and measurements

We make to the measurements you give us, and we check them with you before production. Please measure carefully, or follow our guide, because a piece cut correctly to the measurements supplied is not a fault.

If a finished piece does not fit as expected, tell us anyway. Minor alterations can often be arranged, and we would rather help than leave you with something you cannot wear.

Design credits

Credits bought for the design studio are for generating images, and each generation costs us real money the moment it runs. Credits already spent cannot be refunded. If you were charged and your credits did not arrive, that is a fault on our side — contact us and we will sort it out.

Delivery delays

Our stated timelines — 3–4 weeks for party wear and 8–10 weeks for bridal — are production times, and shipping is on top. A courier delay after dispatch is outside our control and is not on its own a reason for a refund, but we will always help you chase it.

Your statutory rights

Nothing in this policy takes away any right you have under the consumer law that applies to you. If your local law gives you more protection than this policy does, that law applies.