Refund policy

Himaya's Return and Exchange Policy explains how customers in Pakistan and internationally can request an exchange, store credit, or limited refund for eligible women's clothing orders.

Himaya is a Pakistan-based boutique offering premium women's clothing online with worldwide order support. Every order is prepared with care, and we want your shopping experience to feel clear, trusted, and premium from order placement to delivery.

Please read this return policy, exchange policy, and refund policy before placing an order. This policy applies to orders placed through Himaya's official website and official support channels.

Quick Summary

Himaya follows an exchange-first policy. Store credit may be offered when an approved exchange is not possible. Refunds are only considered in limited approved cases.
Customers in Pakistan and international customers must contact Himaya within 7 days of delivery to request review.
Once a request is approved, the item must be dispatched back to Himaya within 7 working days of approval. This return-shipment timeline is separate from the 7-day reporting window.
Eligible ready-to-wear size exchanges are subject to item condition, proof of purchase, and stock availability.
Sale items, final-sale items, custom-made pieces, made-to-order pieces, stitched-to-measure outfits, and altered garments are final sale unless the item is wrong, damaged, defective, or incomplete due to Himaya.
Items must be unused, unworn, unwashed, unaltered, with tags attached and original packaging intact.
For size exchanges or preference-based approved exchanges, the customer pays return and exchange shipping.
Himaya supports return shipping only when the issue is caused by Himaya, such as a wrong item, damaged item, defective item, wrong size sent compared with the confirmed order, or incomplete order.
International customers are responsible for customs duties, import taxes, destination-country charges, and cross-border shipping unless Himaya confirms otherwise in writing.

When is an item eligible for exchange or return review?

A customer may request an exchange or return review if:

The wrong item was received.
The wrong size was sent by Himaya compared with the confirmed order.
The item arrived damaged.
The item has a verified manufacturing defect.
The parcel was incomplete.
A size exchange is needed for an eligible ready-to-wear item.

All requests must be submitted within 7 days of delivery and are subject to verification and approval by Himaya. Approval depends on item condition, proof, stock availability, and policy eligibility.

What condition must the item be in?

To qualify for review, the item must meet all of the following conditions:

Unused
Unwashed
Unworn
Unaltered
In original packaging
With all tags and labels attached
Accompanied by valid proof of purchase

Items that do not meet these conditions will not be accepted for return, exchange, store credit, or refund review.

Which items are not eligible for return or exchange?

The following items are not eligible for return, exchange, refund, or store credit unless the issue is verified as Himaya-caused:

Sale items
Final-sale items
Custom-made pieces
Made-to-order pieces
Stitched-to-measure outfits
Altered garments
Worn garments
Washed garments
Items without tags or original packaging
Items returned without proof of purchase
Items damaged due to customer use, washing, alteration, mishandling, or incorrect care

What is Himaya's return and exchange policy for Pakistan orders?

For orders delivered within Pakistan, customers must contact Himaya within 7 days of delivery to request review for an eligible size exchange, wrong item, damaged item, defective item, or incomplete parcel.

Approved domestic size exchanges apply only to eligible ready-to-wear items that are unused, unwashed, unworn, unaltered, returned with tags attached, and returned with original packaging intact.

For size exchanges or preference-based approved exchanges within Pakistan, the customer pays return and exchange shipping. If the issue was caused by Himaya, such as a wrong item, damaged item, defective item, wrong size sent compared with the confirmed order, or incomplete order, Himaya will guide the customer regarding return shipping support.

Once a domestic request is approved, the item must be dispatched back to Himaya within 7 working days of approval.

What is Himaya's return and exchange policy for international orders?

For international orders, customers must contact Himaya within 7 days of delivery if the item received is wrong, damaged, defective, or incomplete.

International size exchanges may be reviewed only if approved by Himaya. For approved international size exchanges, the customer is responsible for return shipping, exchange shipping, customs duties, import taxes, destination-country charges, and any other cross-border charges.

If the issue was caused by Himaya, such as a wrong item, damaged item, defective item, wrong size sent compared with the confirmed order, or incomplete order, Himaya will review the case and guide the customer on the available resolution, including return shipping support where applicable.

Once an international request is approved, the item must be dispatched back to Himaya within 7 working days of approval, unless Himaya confirms a different timeline in writing.

What should I do if my order is damaged, defective, wrong, or incomplete?

If your order arrives damaged, defective, wrong, or incomplete, contact Himaya within 7 days of delivery through the official support channels.

Please share:

Order number
Full name
Contact number
Clear photos of the item
Clear photos of the packaging
Unboxing video, where required
A short description of the issue

Claims without sufficient proof may not be approved. For missing, damaged, or incomplete parcel claims, an unboxing video is required.

Can I exchange my size?

Size exchanges may be accepted for eligible ready-to-wear items only. The item must be unused, unwashed, unworn, unaltered, returned with all tags attached, and returned in original packaging.

Size exchange is subject to stock availability. If the required size is unavailable, Himaya may offer store credit or another suitable solution.

For normal size exchanges or preference-based exchanges, the customer is responsible for return and exchange shipping. If Himaya sends a size different from the confirmed order, it will be treated as a Himaya-caused issue, and Himaya will guide the customer regarding return shipping support.

Are sale items returnable or exchangeable?

Sale items and discounted items are final sale. Sale items cannot be returned, exchanged, or refunded unless the item received is wrong, damaged, defective, or incomplete due to Himaya.

Can custom or made-to-order outfits be returned?

Custom-made, made-to-order, stitched-to-measure, and altered items are final sale. These items cannot be returned, exchanged, or refunded unless there is a verified issue caused by Himaya.

Do you offer refunds or store credit?

Himaya does not offer open cash refunds for general returns, change-of-mind requests, or preference-based exchanges.

Himaya follows this resolution order: exchange first, store credit second, and refund only in limited approved cases.

A refund may only be considered in narrow approved cases, such as:

A wrong item was delivered and replacement is unavailable.
A defective item is verified by Himaya and replacement is unavailable.
An order is cancelled before dispatch.
A prepaid item becomes unavailable before shipment.

If an approved item cannot be exchanged or replaced, Himaya may issue store credit of equivalent value.

Approved refunds, where applicable, may take 7 to 14 working days to process depending on the payment method, bank, or payment provider.

Who pays return shipping charges?

The customer pays return shipping and exchange shipping for size exchanges, preference-based approved exchanges, non-defective approved exchanges, and international size exchanges.

Himaya supports return shipping only when the issue is caused by Himaya, such as a wrong item, damaged item, defective item, wrong size sent compared with the confirmed order, or incomplete order.

For international orders, customs duties, import taxes, destination-country charges, and cross-border shipping charges are the customer's responsibility unless Himaya confirms otherwise in writing.

Can I exchange an online order at the boutique?

Online orders may be reviewed for boutique exchange only after the request is approved by Himaya's online support team.

Customers should not visit the boutique for an exchange without prior approval from Himaya's support team. Boutique exchange depends on stock availability, item condition, proof of purchase, and policy eligibility.

Himaya customers may visit the boutique Monday to Sunday or book an appointment after support confirms the relevant details.

Are color differences considered a defect?

Slight color variation may occur due to lighting, photography, editing, or device screen settings, and minor color differences are not considered a defect.

Styling items shown in campaign or product photography are for visual reference only and are not included unless clearly mentioned in the product description.

What happens if delivery is refused or customs charges apply?

If a customer refuses delivery without a valid reason, Himaya may not be able to offer a refund, exchange, store credit, or compensation.

For international orders, customers are responsible for customs duties, import taxes, destination-country charges, and any fees charged by the destination country. Delays caused by customs, courier inspections, or destination-country procedures are outside Himaya's direct control.

How do I start a return or exchange request?

To start a return or exchange request, contact Himaya within 7 days of delivery and share:

Order number
Full name and contact number
Issue type
Clear photos of the item and packaging
Unboxing video, where required
Preferred resolution: exchange, store credit, or issue review

WhatsApp / Call: 0325 8995035

Email: himaya@email.com

How long does return or exchange processing take?

Return and exchange requests are reviewed after Himaya receives the required proof. Approved exchanges or store credits may take 7 to 10 working days after the returned item is received and verified.

Approved refunds, where applicable, are handled according to the refund timing stated in the Refunds and Store Credit section.

During sale periods, festive seasons, international shipping delays, or high-volume launches, processing may take longer.

If an approved return item is not dispatched back to Himaya within 7 working days of approval, the request may be closed.

Final Decision

All return, exchange, refund, and store credit requests are subject to verification.

Himaya reserves the right to refuse requests that do not meet this policy, contain incomplete proof, appear misused, are submitted after the allowed reporting window, or are not dispatched back within the approved return-shipment timeline.

FAQs

Can I return my order if I change my mind?

Himaya does not offer cash refunds or general returns for change-of-mind requests. Eligible items may be reviewed for exchange or store credit according to this policy.

Can I exchange my size?

Yes. Size exchanges may be accepted for eligible ready-to-wear items if the item is unused, unwashed, unworn, unaltered, returned with tags attached, returned in original packaging, and the required size is available.

How many days do I have to request an exchange?

Customers in Pakistan and international customers must contact Himaya within 7 days of delivery. Once the request is approved, the item must be dispatched back to Himaya within 7 working days of approval.

Do you offer refunds?

Refunds are only considered in limited approved cases, such as a wrong item with no replacement available, a verified defective item with no replacement available, an order cancelled before dispatch, or a prepaid item unavailable before shipment.

Are sale items exchangeable?

Sale items and discounted items are final sale. They cannot be returned, exchanged, or refunded unless the item received is wrong, damaged, defective, or incomplete due to Himaya.

Can I exchange an international order?

International orders may be reviewed if the item received is wrong, damaged, defective, or incomplete. International size exchanges may be considered only if approved by Himaya, and the customer pays all related shipping, customs duties, taxes, and destination-country charges.

Who pays return shipping?

The customer pays return shipping for size exchanges, preference-based exchanges, non-defective approved exchanges, and international size exchanges. Himaya supports return shipping only when the issue is caused by Himaya, including when Himaya sends a size different from the confirmed order.

What should I do if I receive a damaged item?

Contact Himaya within 7 days of delivery with your order number, full name, contact number, clear photos of the item and packaging, and an unboxing video where required.

Is an unboxing video required?

An unboxing video is required for missing, damaged, or incomplete parcel claims. Claims without sufficient proof may not be approved.

Can I exchange an online order at the boutique?

Online orders may be reviewed for boutique exchange only after Himaya's online support team approves the request. Boutique exchange depends on stock availability, item condition, proof of purchase, and policy eligibility.

What happens if my required size is unavailable?

If the required size is unavailable, Himaya may offer store credit or another suitable solution for an approved eligible item.

Can custom or altered outfits be returned?

No. Custom-made, made-to-order, stitched-to-measure, and altered outfits are final sale unless there is a verified issue caused by Himaya.

Are color differences considered a defect?

Minor color differences are not considered a defect. Slight variation may occur because of lighting, photography, editing, or device screen settings.

How long does exchange processing take?

Approved exchanges or store credits may take 7 to 10 working days after the returned item is received and verified. Processing may take longer during sales, festive seasons, international shipping delays, or high-volume launches.