✦ Patron Assurance
Return, Refund & Exchange Policy
We want you to love your heirloom piece. Discover our transparent 7-day size exchange process and client-first satisfaction guarantee.
7-Day Size Exchange
Khussa snug or loose? Exchange for your ideal size within 7 days of delivery.
Transit & Craft Guarantee
Received a damaged or defective item? We replace it free of charge or refund 100%.
Fast Bank / Wallet Refund
Refunds processed in 2 to 4 business days via Bank Transfer, JazzCash, or EasyPaisa.
1. 7-Day Hassle-Free Size Exchange
Traditional hand-stitched leather khussa adapts to the shape of your feet within a few wears. However, if your shoes feel uncomfortably tight or loose upon first trying them on, we provide a smooth size exchange:
- Exchange Window: Request your exchange within 7 calendar days of parcel delivery.
- Condition: The khussa must be tried on indoors on carpet or a clean rug. The vegetable-tanned leather soles must be unblemished, free of scratches, dirt, or outdoor creasing.
- Original Packaging: Products must be returned in their original luxury box with cotton dust bags intact.
2. Eligible & Non-Returnable Items
✓ Eligible for Return / Exchange:
- Ready-to-ship bridal and casual khussa (unworn condition).
- Standard catalog prayer mats (unwashed, original tags).
- Standard catalog brass jewelry with seal intact.
- Any item damaged during transit or with artisanal sewing defects.
✕ Non-Returnable Items:
- Custom / Bespoke orders tailored to custom measurements or dress swatches.
- Personalized items engraved with initials, names, or wedding dates.
- Items showing signs of outdoor wear, perfume scents, or damage caused by patron handling.
- Clearance sale items explicitly designated as final sale.
3. Refund Options & Timelines
When a return is approved (e.g., due to an irremediable defect or out-of-stock exchange size), patrons can choose:
- Direct Monetary Refund: Transferred directly to your Pakistani Bank Account (IBAN), EasyPaisa, or JazzCash wallet within 2 to 4 working days after our atelier receives and inspects the return parcel.
- Atelier Store Credit / Gift Voucher: Issued immediately with zero expiry date, applicable across any current or future collection.
4. Return Shipping Charges
- In case of defective or incorrect item: Hemohandicrafts covers 100% of return shipping and replacement dispatch costs.
- In case of size exchange: The patron sends the parcel back via their local courier service of choice (TCS, Leopard, Trax, PostEx). We dispatch the new requested size with standard subsidized shipping.
5. How to Initiate a Return or Exchange
- Message Our Concierge: Reach out on WhatsApp at 03004858786 or email hemohandicrafts17@gmail.com with your Order Number (e.g., `#HEMO-1024`).
- Provide Photos: Share 1–2 clear photos of the unworn product and the leather sole to verify eligibility.
- Dispatch to Atelier: Our team will share the return atelier address in Lahore. Once dispatched, share the courier tracking slip with us.
- Swift Resolution: Upon receiving the parcel, your replacement or refund is initiated within 48 hours.
Need an Urgent Exchange or Sizing Advice?
Our footwear fit consultants respond on WhatsApp within minutes.