The short version
You have 3 days from the day your parcel is delivered to raise a problem. Not 3 days from when you ordered — from when it reached your hands.
When we refund you
If the item is meaningfully different from what the listing said, that is our mistake and we fix it:
- The measurements don't match what we published
- There is a flaw we didn't disclose
- We sent the wrong item
- The authenticity is in doubt
When we don't
Every piece on Shanasa carries a condition grade, and that grade is our promise to you. Wear that matches the stated grade is the listing working correctly, not a fault.
- A Grade C item arriving with visible wear — that is exactly what Grade C means, and it is why it was priced that way
- Change of mind, or the piece not suiting you once you tried it on
- Fit issues where the item matches the measurements we published. This is why we list every measurement in centimetres. Please measure something you already own and compare before you order.
Condition of return
The item must come back unworn beyond trying it on, with everything it arrived with. We photograph every piece before dispatch.
How to raise it
Message us on WhatsApp within 3 days of delivery with your order number and clear photos of the problem. We reply within one working day.
Return shipping
If we got it wrong, we pay. If it is a change of mind, you pay.
Getting your money back
Because you paid the courier in cash, there is nothing for us to reverse. Refunds go out by bank transfer or Easypaisa within 3 working days of the returned item reaching us.
Orders refused at delivery
We confirm every order on WhatsApp before dispatch. If a confirmed order is then refused at the door, the return shipping charge is recorded against your account and must be settled before we accept another order. Repeat refusals move you to advance payment only.
This isn't us being difficult. Every refused parcel costs us the courier fare both ways on something that earned nothing, and we would rather keep our prices low than cover that.
One of one means no exchanges
Every piece is the only one we have. We cannot swap a jacket for the same jacket in another size, because there is no other size. If something is genuinely wrong, it is a refund rather than an exchange.