Refund policy

Last Updated: August 15, 2025

Thank you for shopping at Esra's. We want you to love your purchase, but if something isn’t right, we’re here to help.

1. Returns

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at esrascostore@gmail.com. Please note that returns will need to be sent to the following address: 135-C Batala Colony Faisalabad 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at esrascostore@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at esrascostore@gmail.com.

You may request a return within 7 days of receiving your order.
To be eligible for a return, items must be:

  • Unworn, unwashed, and in original condition

  • With all tags attached and in original packaging

  • Free from stains, odors, or damage
    Proof of purchase (order confirmation or receipt) is required.

2. Refunds

Once we receive and inspect your return, we’ll notify you of the approval or rejection.
Approved refunds will be processed to your original payment method within 7 business days.
Shipping fees are non-refundable.

3. Exchanges

Exchanges are subject to product availability.
If the requested item is unavailable, we will issue a refund instead.

4. Return Shipping

Customers are responsible for return shipping costs unless the item was faulty or incorrect.
We recommend using a trackable shipping method, as we cannot be responsible for lost return packages.

5. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 7 days of delivery with photos, and we will arrange a replacement or refund.

6. Contact Information

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at esrascostore@gmail.com