Shipping & Returns
At AeniVerse, we want you to know what to expect when ordering from us. Please read our shipping, return, and refund information below.
Shipping & Delivery
We accept orders for delivery within Pakistan, subject to courier coverage. Available delivery options and shipping charges are displayed at checkout before you place your order.
For items in stock, we aim to prepare and dispatch confirmed orders within 1–2 business days.
Estimated delivery after dispatch:
• Major cities: 3–7 business days.
• Remote areas: 7–10 business days.
Business days are Monday to Friday, excluding public holidays. These are estimates, and delivery may take longer during busy periods, severe weather, or courier disruptions. Any different delivery timeframe for a product will be stated on its product page.
Please provide a complete address and an active phone number. Once your parcel is dispatched, we will share tracking information where available.
If your order has not arrived within the estimated timeframe, contact us so we can follow up with the courier.
Order Changes & Cancellations
Please contact us promptly if you need to change or cancel an order. We can cancel an order before dispatch. Once it has been dispatched, we may be unable to change its address or stop delivery.
Payments collected for orders cancelled before dispatch will be refunded.
Damaged, Faulty, Incorrect or Missing Items
Please inspect your order after delivery and report any damaged, faulty, incorrect, or missing items within 7 calendar days.
Contact us through our Contact Us page with:
• Your order number.
• A description of the issue.
• Clear photographs of the item and packaging, where relevant.
Keep the packaging and accessories while we review your request. Opening or reasonably testing an item to discover a fault does not automatically make it ineligible.
For a verified issue, we will arrange an appropriate replacement, supply the missing item, or provide a refund. AeniVerse will cover the necessary return and replacement shipping costs for errors or faults attributable to us.
Size Exchanges & Change of Mind
We accept size-exchange requests for clothing and footwear within 7 calendar days of delivery, subject to replacement stock being available.
Items must only have been tried on for fit and must remain clean, unwashed, unaltered, and complete with their original tags and packaging.
For size exchanges where the correct item was supplied, the customer pays return and replacement delivery charges. We will confirm these charges before proceeding.
We do not offer refunds simply because an item is no longer wanted.
Hygiene & Personalised Products
Cosmetics, skincare, fragrances, personal-care products, intimate wear, earrings, and baby feeding or hygiene products are excluded from change-of-mind exchanges. Personalised and custom-made items are also excluded.
These exclusions do not prevent you from reporting an item that arrived faulty, damaged, incorrect, or different from its description.
How to Return an Item
Contact us before sending your item back. We will explain the next steps and provide the correct return address.
Pack the item securely, include your order number, and retain your courier receipt and tracking number. Please send an approved return within 7 calendar days of receiving return instructions.
Refunds
We aim to inspect returned items within 3 business days of receiving them and will explain the outcome of our review.
Approved refunds are initiated within 7–10 business days of approval. Your payment provider may take additional time to credit the amount.
Refunds are returned through the original payment method where possible. For Cash on Delivery orders, we will agree on a bank-transfer refund with you.
For verified faulty or incorrect goods, the refund will include the applicable original delivery charge and agreed return shipping costs. Store credit will only be offered as an alternative with your agreement.
Need Help?
Please use our Contact Us page for delivery questions, cancellation requests, returns, or refunds. Include your order number to help us assist you.
This policy does not limit any rights you have under applicable consumer law.