Exchange & Return Policy

Last updated: August 2026

At ESME, we aim to make your shopping experience smooth and fair. This policy explains when you are eligible for an exchange, return, or refund, and how the process works.

1. Key Principles

Submission Window: All requests must be submitted within 14 days of delivery.
Domestic Orders (Pakistan): Returns and exchanges are only available for orders delivered within Pakistan.
International Orders: International shipments are not eligible for physical returns. However, international orders may qualify for a full or partial refund if a verified issue occurs.

2. How to Request a Return or Report an Issue

You can initiate a return (for Pakistan orders) or report an issue (for international orders) directly through your ESME account/website portal or by contacting our support team.

Steps to Submit:

Navigate to My Account / Orders.
Select the specific order.
Click on Returns / Request Support.
Follow the steps to:
- Request a return or exchange (Pakistan orders).
- Report an issue with your items (International orders).

You can track the status of your request directly in your account. Please ensure all requests are submitted within 14 days of delivery.

3. Requirements & Proof

Pakistan Orders (Returns & Exchanges)

A clear explanation of the reason for return/exchange.
Once approved, return the item using the provided Return Note.
Condition Requirements: The item must be unused, unworn, unwashed, in its original condition, and returned in original packaging with all barcodes and tags intact.

4. International Orders (No Physical Returns – Issue Reporting Only)

A clear explanation of the issue for each specific item.
Supporting evidence (photos or videos) is strictly required:
- Size or fit issues: Provide photos of the item laid flat or on a hanger with visible measuring tape showing key dimensions (e.g., chest, length, sleeves).
- Quality issues: Provide clear photos of the defect (e.g., faulty stitching, damaged fabric, or missing components).

Note: Requests submitted without sufficient photo or video evidence may not be approved.

5. Non-Eligible Cases

Returns, exchanges, or refunds will not be approved for:

Change of mind or items ordered by mistake.
Product dislike after receiving the item.
Minor variations in color, fabric texture, or finish due to screen lighting differences.
Size or fit issues where the correct size ordered was accurately delivered.
Items that have been:
- Worn, used, washed, or dry-cleaned.
- Altered, tailored, or stitched.
- Damaged due to customer handling or misuse.
Requests submitted after 14 days of delivery.
Claims without sufficient explanation or required photo/video evidence.
Any suspected fraudulent claims.

6. Refund Method & Timelines

Payment Source: Refunds are generally issued back to the original payment method used.
Cash on Delivery (COD): COD orders are refunded via direct bank transfer or store credit.
Shipping Fees: Original shipping charges are non-refundable unless the return is due to an error made by ESME (e.g., wrong or defective item sent).
Quality Inspection: Returned items undergo quality inspection upon arrival. Items failing inspection may be sent back to the customer or discarded.

Processing Window: Approved refunds are processed within 48 business hours following inspection approval.

Additional Notes:
Bank processing times vary and are outside of ESME’s control.
International payments and refunds are processed in USD. Your issuing bank may apply currency conversion fees or exchange rates for which ESME is not responsible.
Refunds (domestic or international) may be issued as ESME Store Credit upon customer agreement.

7. Important Conditions

All return, exchange, and refund requests are subject to internal review and final approval by ESME.
ESME reserves the right to request additional information or documentation.
In cases of suspected policy abuse, fraud, or misuse, requests will be denied.
Refunds will not be processed while an active chargeback or payment dispute is open.

8. Disputes & Chargebacks

If a customer initiates a payment dispute or chargeback with their bank or payment provider, ESME reserves the right to review the case and provide full transaction records, including order details, communication logs, tracking records, and Proof of Delivery (POD).

Refund Eligibility During Disputes: Once a chargeback or dispute is opened with a bank, the order cannot be refunded directly through our system until the dispute is resolved by the payment processor.
Contact Us First: We strongly encourage customers to reach out to our support team directly before contacting their bank. Direct resolution is always significantly faster.
Fraudulent Disputes: Disputes filed despite verified delivery and order confirmation may be treated as fraudulent. ESME reserves the right to restrict account access and block future transactions in such cases.

9. Updates to This Policy

ESME reserves the right to update or modify this Exchange & Return Policy at any time. The most current version will always be published on our website.