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SHOPIA

Customer care

Returns & Refunds Policy

Last updated: 14 October 2026

We want you to be happy with every SHOPIA order. If something isn't right, this policy explains how to return it and get a refund or replacement.

When you can return an item

You can request a return within 7 days of delivery if:

  • the item is damaged or defective;
  • you received the wrong item, size or colour;
  • the item is missing parts or is significantly different from its description on our website; or
  • you have changed your mind, provided the item is unused, in its original condition and packaging, with all tags, accessories and free gifts included.

For damaged, wrong or missing items, please contact us within 48 hours of delivery, so we can resolve it quickly with the courier.

Items that cannot be returned for a change of mind

For hygiene and safety reasons, the following can be returned only if they arrive damaged, defective or incorrect:

  • personal care, beauty and cosmetic products once opened or unsealed;
  • innerwear, swimwear and socks;
  • perishable items, food and consumables;
  • items made or customised to your order; and
  • digital products, gift cards and downloadable items.

Product pages may show additional conditions for a specific item.

How to request a return

  1. Contact us by WhatsApp (+92 300 1110541) or email ([email protected]) with your order number, the item, the reason for the return, and clear photos or a short video showing the issue.
  2. We will reply within 2 business days with return instructions.
  3. Pack the item securely in its original packaging, with all tags, accessories and gifts.
  4. Send it to us, or hand it to the courier we arrange.

Please don't send items back without contacting us first, because we can't trace returns we aren't expecting.

Return shipping costs

  • Our mistake (damaged, defective, wrong or incomplete item): SHOPIA pays for return shipping.
  • Change of mind: you pay for return shipping, and the original delivery charge is not refunded.

Inspection

We inspect returned items within 3 business days of receiving them. If the return doesn't meet this policy, for example because the item has been used, damaged after delivery or is incomplete, we will contact you and send it back to you.

Refunds

Once your return is approved, you can choose:

  • a replacement of the same item, if available; or
  • a refund of the item price, plus the original delivery charge if the return was our mistake.

Refunds are sent by bank transfer to the account you give us, usually within 5–7 business days of approval. Your bank may take a little longer to show the payment. For Cash on Delivery orders, we will ask you for your bank account details to send the refund.

Cancellations

You can cancel an order free of charge before it is dispatched. Contact us as soon as possible. Any payment you made in advance will be refunded in full.

Warranty

If a product comes with a manufacturer or brand warranty, the warranty terms will be stated on its product page. We will help you contact the warranty provider.

Marketplace orders

Items bought through Daraz, Amazon, eBay or another marketplace must be returned through that marketplace, under its own returns policy.

Your legal rights

This policy does not affect your rights under the consumer protection laws of Pakistan.

Contact us

Last updated 14 October 2026