At Zulal we want you to love what you receive. Because jewellery is a personal-use item, we operate an exchange-only policy. We do not offer cash refunds on delivered orders.
7-day exchange window
You have 7 days from the date you receive your order to request an exchange. Requests made after 7 days cannot be accepted.
To be eligible for an exchange
- The item must be unused, unworn, and in the same condition in which you received it.
- It must be in its original packaging with all tags and inserts intact.
- You must provide your order number and clear photographs of the item.
Damaged, defective or incorrect items
If your order arrives damaged, defective, or is not the item you ordered, contact us within 48 hours of delivery with photographs. Once we receive the item back, we send you the correct replacement and cover its delivery to you.
We recommend recording a short video while you open your parcel. It makes damage claims quick and simple to resolve.
How to request an exchange
- WhatsApp us on 0306 968 6767, or send a message through our contact page, with your order number and photographs of the item.
- We will confirm your request and share the return address.
- Send the item back to us using any reliable courier.
- Once we receive and inspect it, we dispatch your replacement within 2 working days.
Delivery charges on exchanges
In every exchange, you cover the cost of sending the item back to us, and we cover the cost of sending the replacement to you. This applies to change-of-mind exchanges and to items that arrived damaged, defective or incorrect.
Items we cannot exchange
- Items that have been worn, used, altered, or washed.
- Items returned without their original packaging or tags.
- Items damaged after delivery through misuse, accident, or normal wear.
- Custom or personalised orders.
Cancellations
You may cancel your order free of charge at any time before it has been dispatched. Once a parcel has left our facility it cannot be cancelled, but you may request an exchange under this policy.
Refunds in limited cases
If you have paid in advance by bank transfer and we are unable to fulfil your order or provide a suitable exchange, we will refund the full amount you paid to your original account within 7 working days.
Contact us
Zulal, Lahore, Pakistan.
WhatsApp: 0306 968 6767 — the fastest way to reach us. You can also send a message through our contact page and we will reply within one working day.