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Exchange Policy

We are committed to ensuring your satisfaction with any merchandise you have ordered from us. However, if you’re unhappy for any reason, here’s what to do.

WhatsApp our customer service center by texting us at 0311-7137440 Monday to Sunday.

You may exchange the delivered goods at the Company’s store or by sending back to Online department within 15 days of the delivery on production of original invoice provided the goods are unused, must be packed in their original packing with all tags attached, unworn/undamaged condition and not altered except Bags, and Accessories

Due to the differences in color monitors/screens and lighting used during photoshoots, the exact color or texture of the final item may slightly vary from what is seen on screen, therefore products cannot be exchanged for this reason. We will only exchange any product(s), if the product(s) received has any kind of manufacturing defect.

No cash refunds, only online store coupons available for out-of-stock items.

Store manager/staff may refuse to accept any exchange at its discretionCompany decision in these matters will be considered final.

Option 1: By Courier

WhatsApp our customer service center by texting us at 0311-7137440 they will guide you about the process of sending us the products.

Exchange is not possible without the original receipt.

Carefully repack the merchandise making sure all tags are intact, the product is unused, and the receipt is included.

Customer will send product on their own. However, the return shipping amount will only be reimbursed if the product was damaged or not as per the order.

Courier charges will be borne by customer for both ways if the products are as per the order.

Please send it to “OSTRO, main road, Pwd society, Islamabad, Pakistan 45751” with written required changes.

Note: Amounts eligible for reimbursement will only be given via discount coupons which can be used in next online buying from our website.

Option 2: In-Store

WhatsApp our customer service center by texting us at 0311-7137440 so we can guide you about product availability in the store.Exchange is not possible without the original receipt.

Shipping

All deliveries are subject to stock availability and payment authorization.

Free delivery is provided upon purchase over Rs. 4000 (Rupees Four thousand). For purchases less than that delivery cost of Rs. 150 (Rupees one hundred and fifty) is charged.

We will endeavor to deliver orders within 3 to 5 working days subject to provision of a valid address within Pakistan. However force majeure events might delay or render impossible any deliveries.

No dispatches can be made on weekends, gazette holidays and outside normal business hours.In case of COD (cash on delivery), delivery shall only be made against cash payment in full.A signature will be required upon delivery of goods to you.

If no person is present at the delivery address provided by you during normal working hours, goods will be returned to us by the courier. Next delivery after your confirmation will be on your cost.

OSTRO uses Call courier as delivery partner.