Returns and claims

When a parcel comes back

A parcel is returned when your customer refuses it, cannot be reached after the attempts you allow, or the address turns out to be wrong. The courier brings it to our shop and we record its arrival the same day, so it appears in your portal before you come for it.

What a return costs

The shipping charge applies, because the courier carried the parcel. No cash is collected, so no tax is deducted. Some couriers also charge a return fee, which is passed on to you at cost and shown separately.

Collecting your returns

Returns are held at our Karachi shop and are yours to collect during office hours. We will hold them for 30 days. After that we will contact you before doing anything else with them.

Lost or damaged parcels

Tell us within 7 days of the delivery date shown on the parcel. We raise the claim with the courier and pass on whatever they pay, which is based on the value you declared at booking and on that courier's own limits. A claim cannot be raised on a parcel whose contents were prohibited.

Disputes about weight

If the courier charges for a heavier weight than you declared, you will see all three weights in your portal: yours, ours, and the courier's. Raise it with us within 7 days and we will take it up with the courier.