Refund policy
Cancelling an order
Cancellation within 24 hours
Orders may be cancelled within 24 hours of purchase, subject to our approval. A 6% cancellation fee is deducted from the total amount paid, and the remaining balance is refunded to the original payment method. Please allow the standard processing time of your payment provider for the refund to appear in your account. Fast-track orders cannot be cancelled once confirmed.
After 24 hours
No cancellation is accepted after 24 hours of purchase. By that point, fabric may already have been procured and embroidery, cutting or stitching begun on your piece.
Apart from an eligible cancellation within that 24-hour window, we do not provide monetary refunds for change of mind, personal preference, dissatisfaction with styling, or colour or size preference.
Exchanges and refunds
Change of mind
Most of our outfits are made to order, so we do not offer exchanges or refunds based on a customer’s personal preference, change of mind, or dislike of the product. This also applies to Ready-to-Ship and Unstitched items. Each made-to-order piece is cut and made for you after your order is placed, and cannot be returned to stock.
Defective or incorrect items
In the unlikely event that you receive an item that is defective, or materially different from the order you confirmed, we will put it right. Depending on the circumstances we may offer a repair, an exchange, store credit for a future purchase, or a partial or full remake. A cash refund is not automatically guaranteed for a defective or incorrect item.
This applies only where the item remains unused, unworn, unwashed, undamaged and unaltered, and free from perfume, makeup, stains or other signs of use.
How to report a defective or incorrect item
Notify us within 5 days of receiving your order. Requests received after 5 days cannot be entertained.
Please include:
- Your order number
- Clear photographs of the issue
- A clear description of the problem
- Photographs of the packaging, where relevant
We may ask for additional photographs, a video, or a short video call so that we can assess the claim properly before approving a remedy.
International orders delivered inside Pakistan
Where an international customer chooses to have an order delivered to an address in Pakistan, it is the recipient’s responsibility to inspect the parcel and report any issue within 5 days of receiving the order. After this period, Waqas Shah Official will not be liable for any exchange, refund, chargeback or compensation.
Items that cannot be exchanged or refunded
No exchange or refund applies to the following, except where required by applicable law, or where we confirm a verified manufacturing defect or a materially incorrect item:
- Made-to-order items
- Made-to-measure items
- Customized orders
- Fast-track orders
- Unstitched items
- Ready-to-Ship items
- Discounted items
- Sample Sale items
- Items altered at the customer’s request
Sample Sale pieces are sold on the basis disclosed at the time of purchase, and may carry minor wear, marks or display-related imperfections.
Changing an order
Changes to an order can only be requested within 72 hours of placing it, and are subject to our approval and to what remains technically possible in production.
Any approved change that adds production, material, embroidery or shipping cost will be charged separately. Changing an order does not extend or reset the original delivery timeline.
We strongly advise all customers to review their selected outfit, size and colour carefully before placing an order, to avoid any inconvenience.
Questions about this policy
If you have any questions about cancellation, exchanges or refunds, please ask us before you order rather than after. WhatsApp +92 310 0001250 or email waqasshahofficial@gmail.com.
Full terms are set out in our Terms of Service. Delivery and making times are on our Shipping Policy.
Last updated: October 2026