FAQ's
Will I receive the same product that I see in the photo?
Yes, except in the case of products which are handcrafted, in which there may be slight differences in the final product.
How can I be sure that I’ve made my purchase correctly?
Once you have placed your order, you will receive a confirmation call. If you do not receive a call, contact our customer service.
What are the delivery charges?
Delivery charges vary by country, depending on the weight of the package. Charges are confirmed at the time of the order.
What if the product I want is out of stock?
If a product runs out, it will either not be visible on the website or it will be marked as “Out of Stock”. An order may only be placed once the product shows as “Available” on the website. You can hit the “Notify Me” button on our website to get instant updates once it’s back in stock.
How many times will the courier agent attempt to deliver my order in case I am unavailable to receive it?
Our delivery agents make two attempts to deliver a parcel. Kindly ensure that the address, country and area code is mentioned clearly while placing an order. On the second failed attempt, the item will be returned to us.
How do I care for my embroidered garments?
Dry clean when possible. Avoid rough surfaces and store in a
cool, dry place to preserve the embroidery and embellishments.
How do I place an order?
Browse our collection, add items to your cart, and check out
with your payment and shipping details.
What is your return policy?
All items are sold on a final sale basis; therefore, returns and refunds are not offered. However, exchanges are accepted within 7 days, provided the item is in its original condition. For more information, please refer to our Return and Exchange Policy.
Can I track my order?
Yes, you’ll receive a tracking number once your order ships.
Do you ship internationally?
Yes, we offer international shipping. Shipping fees vary by
location.
How do I choose the right size?
Refer to our size guide on the product page, or contact
customer service for assistance.
Can I modify or cancel my order?
Once an order is placed, we process it quickly. If you need
to modify or cancel it, please contact us within 24 hours of placing the
order.
How do I get updates on new collections?
Sign up for our newsletter on the website or follow us on Instagram
& Facebook for the latest updates.
What if my item arrives damaged?
If you receive a damaged item, please contact us immediately with a photo of the damage, and we will
arrange a replacement.
How long will it take to receive my order?
Orders are generally dispatched within 4-5 working days or
it will be communicated at the time of order confirmation. It is also mentioned
on the product page of the website.
Can I change my shipping address after placing an order?
If your order hasn't shipped yet, we may be able to assist.
Please contact us immediately with the updated address.
Can I buy ROHEENAZ clothing in stores?
Currently, ROHEENAZ is an online-only brand. Stay tuned for
possible retail partnerships in the future.
Do you offer cash on delivery (COD) as a payment option?
Yes, we offer cash on delivery (COD) for orders within Pakistan. When you checkout, you can choose COD and pay for your order when it arrives at your door.
What payment methods do you accept?
We accept a variety of payment methods including credit/debit cards & bank transfers. You’ll see the full list of options during checkout.