Returns Policy

GetFromPakistan.com operates a personal shopping and parcel forwarding service between Pakistan and the United Kingdom. Because every order involves cross-border sourcing, international shipping, and non-refundable courier costs, we do not operate a standard returns policy in the way a domestic UK retailer would.

Instead, we invest heavily in getting your order right before it leaves our Pakistan operations centre (head office) — through detailed requirements gathering, on-the-ground sourcing verification, and rigorous quality assurance at our Pakistan head office.

Once your parcel has been dispatched to our international courier partner (DHL, FedEx, or Aramex), we cannot accept returns, exchanges, or refunds for:

• Change of mind or no longer wanting the item
• Incorrect size or colour chosen by the customer at order stage
• Items that match what was ordered but do not meet personal expectations
• Delays caused by customs clearance or courier transit in the UK
• Damage occurring after the parcel has left our Pakistan head office and been handed to the courier

International freight, sourcing fees, and payment processing costs are incurred at the point of purchase and dispatch. These cannot be recovered once an order is in transit.

While we cannot offer returns after dispatch, we will make every reasonable effort to amend or resolve issues before your parcel leaves Pakistan. This includes:

• Wrong size or colour sourced — if our team purchased the incorrect variant, we will attempt to exchange with the shop or re-source at no additional item cost (subject to shop availability).
• Visible defects or damage — if our QA inspection identifies a fault, we contact you immediately and discuss options: re-source, partial refund of item cost, or proceed with your written approval.
• Missing items or incorrect quantity — we verify contents at our Pakistan head office and will chase the shop or sender before dispatch.
• Order detail corrections — if you notify us of an error in your original request before we have completed sourcing, we will update the order where possible.

Amendments are offered on a best-effort basis. We cannot guarantee that a shop will accept an exchange, that an identical replacement will be available, or that a sender will resend a corrected parcel. We will always communicate clearly about what is achievable.

Every concierge purchase and forwarded parcel passes through our Pakistan operations centre (head office) before international dispatch. Our QA process is designed to catch issues early — when they can still be fixed.

• Items are unboxed and inspected for visible defects, damage, wrong sizes, and incorrect colours.
• Concierge orders are checked against your original request (product link, screenshot, or written specification).
• Photographs are taken and shared with you when needed, so you can approve before shipping.
• Items are repacked with protective materials suitable for international transit.
• If we identify any issue, we pause dispatch and contact you via WhatsApp or email — we never ship a known problem without your knowledge.

This inspection is our primary safeguard. The more detail you provide at order stage, the more effectively we can verify your order before it ships.

To help us get your order right, please:

• Provide accurate product links, screenshots, sizes, colours, and quantities when placing your request.
• Confirm your UK delivery address is correct before payment.
• Respond promptly if we contact you with a QA finding or approval request — delays in your response may affect dispatch timing.
• Review any photos we share before giving approval to ship.
• Understand that bespoke, made-to-order, perishable, or hygiene-sensitive items may have additional limitations.

Once your parcel is handed to our courier partner, transit and delivery are governed by the courier's terms. If your parcel arrives damaged or is lost in transit:

• Contact us immediately with photos of any damage and your tracking number.
• We will assist you in filing a claim with the courier where applicable.
• Courier insurance coverage and claim outcomes are subject to the carrier's policies — we cannot guarantee a full refund of item or shipping costs in all cases.

For more on fees and charges that may apply on arrival in the UK, see our Customs & Duties page.

If you have a concern about your order — especially before dispatch — please contact us as soon as possible:

• Email: support@getfrompakistan.com
• WhatsApp: message us with your order reference

You can also reach us via our request forms. Include your order details and we will respond promptly.