Refund Policy

We make every reasonable effort to ensure that our Products are accurately displayed on the Website. However, photographs on the Website are for illustrative purposes only and information on the Website regarding the size of Products is included as a guide only. Variations between the photograph of a Product and the actual Product may occur due to:

  • Technical restrictions on color reproduction or photo quality on your computer or mobile device and we cannot guarantee your computer’s monitor or mobile device will accurately display the true color or other specifics related to the Product you are purchasing. We will not be liable for any errors or inaccuracy in the photographs or graphical representations of our Products displayed on the Website.
  • All AK Jewels jewellery is handcrafted by highly skilled artisans using various simple, complicated and sometimes indigenous techniques which cannot be exactly replicated to represent the image shown on the website. There might be slight differences in the size and dimensions of the final product depending on factors beyond our control.

01. Return and Exchange Policy

Before you return an AK Jewels by Zahra Hassan product, please take a moment to understand how our products are made. All our products are handcrafted by traditional and highly skilled artisans, resulting in each product being unique and slightly different from the other. The stones therefore may vary slightly. All our products go through quality control before shipping.
Returns & Exchanges will ONLY be accepted if your order is damaged in transit or you have received the incorrect product. If your order is damaged in transit or you have received the wrong product, you may return it in exactly the way in which they were received (unworn, with original packaging).


If for any reason, you wish to change the order, after the order has been placed, kindly reach out to us at support@akjewels.pk or +923136990477 within 3 hours.

RETURNS ON DAMAGES

If there are any defects or damages, please contact us at +923136990477 or email us at support@akjewels.pk within 8 hours of receiving your product along with photographs of the product highlighting the issue. 

Please note that in case of any damage, we’ll try to send you an alternative piece (if available in stock) but in case of an exception, you might have to wait for a certain time for repairs. We will ensure to inform you as soon as we can in case of any such delays. Since all our designs are handcrafted with techniques specific to highly skilled artisans, we may have to go with this at times.

We have a right to refuse excessive or unreasonable return requests.

FIVE STEPS TO MAKING A RETURN

  1. Please inform us within 8 hours of receipt of the order. You must contact us at +923136990477 or email us at support@akjewels.pk along with the photographs of the product highlighting the issue. 
  2. Before we arrange for your damaged/incorrect product to be returned to us, you are required to send us a photograph of the product. Then it is up to the discretion of the AK Jewels by Zahra Hassan’s QC team to decide whether the product is approved for return.
  3. Once we have received your email and our Quality Control team has authorized the return, we will arrange for a courier to collect the goods and return them to us.
  4. Customers who want to exchange the items with another due to size/design issues or whatever, have to pay the delivery charges.
  5. Any Sale item or Stock clearance Sale item will not be exchanged or refunded.
  6. Products can be returned within 2 working days from the time of receipt of goods at the customer’s end, only if goods are found in damaged or defective condition. No exchange is allowed in other cases. The customer needs to intimate us within 8 hours of receipt of the goods on their end for the exchange/return.
  7. AK Jewels by Zahra Hassan will replace items free of charge if possible or issue a refund for the cost of the item in the form of Store credit, which can be used for future purchases at akcollection.com.pk (applicable both in-store and online). Refunds will only be made once we have received the shipment in its original packaging.

We are not liable for any returns that we were not notified about within 8 hours of the product receipt.

02. Refund Policy

We offer refunds in the form of Store Credit, which you can use for future purchases on akcollection.com.pk (applicable both in-store and online).

REFUNDS WILL BE DONE IN THE FOLLOWING CASE:

  1. Genuine quality issues.
  2. Package lost in transit.
  3. In case AK Jewels by Zahra Hassan discover that the wrong item has been shipped to you.

NO REFUNDS WILL BE GIVEN IN THE FOLLOWING CASES:

  1. Incorrect or outdated delivery address.
  2. After 3 failed delivery attempts by our respective courier agent.
  3. If the package was rejected by the recipient.
  4. Sizing issues. Thus, please review our size guides carefully before making your purchase.
  5. Products returned in a used or damaged condition.
  6. Minor color and design variations. All products are handmade and use natural stones, so there may be some variation from the photographs on our website.
  7. If the jewellery is not faulty or damaged.
  8. Refusing to return the item at the time of re-collection after the return is approved.
  9. The customer needs to intimate us within 8 hours of receipt of the goods on his/her end and return the goods (on approval) within 2 working days.
  10. In case a Made to Order request is placed and the customer cancels the order after 24 hours, the refunded amount will be 80% of the total invoice amount.
  11. Customized orders are non-refundable.
  12. Sale items will not be refunded for a change of mind.

03. Shipping Policy

We promise to deliver an exquisitely handcrafted fine jewellery piece made of uncompromising quality. Every product is designed and created as an heirloom to be held for generations. Each piece is custom produced upon receipt of your order. All our production, involving meticulous handmade techniques, is done in Pakistan. All designs are handcrafted from scratch with a keen eye for detail, this adds to our delivery ETA. But we'll make sure that this wait is worth the while, and that the jewellery you receive is something you’ll cherish forever. 

Our usual delivery timeline will be 3-5 working days for in-stock products across Pakistan. It could take 10-16 working days for international orders. This excludes time taken for processing and production. The above delivery time assumes normal working conditions and can be longer in case of unforeseen circumstances. Customers will be informed of any changes to the delivery date. 

For urgent orders, do get in touch with us and we will try our best to expedite delivery.

(Additional Charges may apply)

TRACKING YOUR ORDER

Once your order has been placed, you will receive an order confirmation via email/SMS. This email confirms that your order has been received and has been sent into production. As soon as your order has finished production, you will receive a second email with a link that will direct you to the updated tracking information.

To avoid any inconvenience, we will get in touch with you post the order is placed, to request a confirmation of your address and some other information.

IMPORTANT SHIPPING INFORMATION

  1. We ship to over 219 countries worldwide.
  2. We aim to dispatch all orders within 48 hours/2 business days with the exception of Pakistan public holidays which it may take up to 72 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch.
  3. We aim to process all orders placed before 11:59 AM on the same working day (the processing time will be extended depending on factors beyond our control).
  4. We make our best efforts to deliver each in-stock item in your order within 3-5 working days (nationwide) and 10-16 working days (internationally) of you placing the order, inclusive of processing time. However, in some cases, it may take longer to ship the order as we may have to produce/procure it depending on factors beyond our control.
  5. The minimum Order Value for international orders will be 72$ excluding shipping charges. All taxes and duties will be paid by the customer in addition to the delivery charges.
  6. Shipping charges are Flat at 250 PKR all across Pakistan.
  7. We are not responsible for any delays caused by natural calamities and unavoidable circumstances.
  8. We are unable to redirect orders once items have been dispatched.
  9. Currently, each order may only be shipped to a single destination address. If you wish to ship products to different addresses, you shall need to place multiple orders.
  10. While we shall endeavour to ship all items in your order together, this may not always be possible due to product characteristics or availability.
  11. In the unlikely event that we are not able to deliver your complete order within 16 working days (nationwide) and 30 working days (internationally), you can request to cancel the remaining unshipped parts of the order. In such cases, your payment against the unshipped part of the order shall be refunded in the form of store credit. To ensure that your order reaches you in the fastest time possible and in good condition, we only ship through reputed courier agencies.
  12. Our customer service may contact you for confirmation of the order. You are requested to attend the call and confirm. After 3 attempts made at a different timeframe, your order will be considered cancelled. 
  13. In case you need to change your shipping information, you can get in touch with us within 24 hours of placing the order at +923136990477 or by email at support@akjewels.pk. Kindly note that a change in shipping address may alter the delivery date of the product.
  14. If you believe that the packaging is tampered with or damaged, before accepting the delivery of the goods, please refuse to take delivery of the package, and call our help desk at +923136990477 or email us at support@akjewels.pk, mentioning your order reference number. We shall try our best to ensure that a replacement delivery is made to you at the earliest.
  15. Our customer service may contact you for additional information if required. Once your order is shipped, you will receive a confirmation email/SMS from us.

You can get in touch with us at support@akjewels.pk for any questions related to your order or delivery.  

04. Cancellation Policy

If for any reason, you wish to cancel the order after the order has been placed, kindly reach out to us at support@akjewels.pk or +923136990477 and we will enable it.

If the order is placed before 11:59 AM, you can cancel/change it within 3 hours. Orders placed after 11:59 AM can be cancelled within 20 hours (before 08:00 AM the next morning).

For made-to-order designs, the refunded amount will be 80% of the total invoice amount if you cancel it after 24 hours.

Note: You can cancel Customized orders within 24 hours of placing them. Otherwise, no refund will be issued.

05. Customization Policy

We offer base colors, stone color variations and other design-related customizations (like you can add or skip some parts of the design) limited to Diamante necklaces and Bridal pieces. Customized and pre-orders can take a minimum of 2 to a maximum of 5 working weeks to get ready. All payments will be made prior to making (in advance). 

You can ask for any additional changes within 24 hours of placing the order and after that, no change request will be entertained.

Note: For customizations, please contact us at +923136990477 or email us at support@akjewels.pk.

Make time is exclusive to the shipping time.

Please Note: We use faux stones and beads in all of our jewellery.

06. Order Management Policy

  1. You will receive the receipt for your order through the provided e-mail address right after you place your order.
  2. After that, our customer service may contact you for confirmation of the order. You are requested to attend the call and confirm. After 3 attempts made at a different timeframe, your order will be considered cancelled. 
  3. Upon confirmation, our Quality Control team examined the ordered item before the dispatch.
  4. We aim to dispatch all orders within 48 hours/2 business days with the exception of Pakistan public holidays which may take up to 72 hours.
  5. We aim to process all orders placed before 11:59 AM on the same working day (the processing time will be extended depending on factors beyond our control.
  6. We will send out an order dispatch confirmation email or SMS with the tracking number/link of your order. You can click on the same to track your order.
  7. Moreover, you can get in touch with us at +923136990477 or email support@akjewels.pk if you face any difficulties there.
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