Refund policy

RETURN & EXCHANGE POLICY

Return window
Pakistan: you can request a return or exchange within 7 days of receiving your order.
International orders (including UK and EU): within 14 days of receiving your order.
If you are not satisfied with your purchase, contact us within this time and we will gladly arrange a refund or exchange.

Items eligible for return or exchange

  • Items must be unworn, unwashed, undamaged and unused, with all original tags and packaging.
  • Unstitched fabric must be uncut and unwashed.

Items not eligible

  • Made-to-order, bespoke and custom-size items cannot be returned or exchanged, unless they arrive damaged, defective or different from what you ordered.
  • Items that have been worn, washed, altered or damaged after delivery.

Colour and finish
Colours may look slightly different from the photos because of screen settings and lighting. This is not considered a defect.

Damaged, defective or wrong items
If you receive a damaged, defective or incorrect item, please contact us within 7 days of delivery with clear photos. We will replace the item or refund you, and we will cover the return shipping.

Exchanges
Exchanges depend on stock availability at that time. If the size or design you want is not available, we will offer a refund instead. The buyer pays the return courier charges, except for damaged, defective or incorrect items.

How to return an item

  1. Take clear photos of the item (and of the defective part, if there is one).
  2. Pack the item in its original packaging.
  3. Email info@atonlinestore.com or WhatsApp +92 347 0630598 with your order number, the photos, and whether you want a return or an exchange.
  4. We will give you the return address. Send the parcel with a tracked courier and share the tracking number with us.

Refunds
Once we receive and inspect your return, we will process your refund within 7 business days. Refunds go to your original payment method, or by bank transfer if you paid by cash on delivery. Bank transfers may take another 2–4 business days to reach your account. Original shipping charges are not refunded, except for damaged, defective or incorrect items.

Cancellations
To cancel an order, contact us as soon as possible. Ready-stock orders can be cancelled before dispatch. Made-to-order items cannot be cancelled once production has started.

Your rights
This policy does not affect your statutory rights as a consumer.

Questions?
Email info@atonlinestore.com or message us on WhatsApp at +92 347 0630598.