1. Delivery Policy
ZARR aims to deliver all orders in a timely and efficient manner through trusted logistics partners across Pakistan.
Estimated Delivery Timeline:
Orders are typically delivered within 7 working days, depending on the destination and operational conditions.
In certain cases such as remote locations, delivery re-attempts, or unforeseen circumstances, the total delivery and resolution timeline may extend.
Timelines & Delays
Prepaid Order Delay:
If a prepaid order is not delivered within 3–5 working days, please contact customer support for assistance.
Exchange Timelines:
In normal cases (size/color/article exchange), requests must be made within 7 days.
2. Return & Exchange Policy
Exchange Policy (Size, Color, or Article Change)
We offer a 7 day exchange window starting from the date of delivery.
To be eligible for an exchange:
- The item must be unused, unworn, and in the same condition as received
- Original tags and packaging must be intact
- Proof of purchase is required
To initiate an exchange, please contact customercare@zarr.com.pk. Our customer care team will guide you through the process and arrange a reverse pickup, subject to brand approval. Items returned without prior approval will not be accepted.
3. Complaint Handling (Wrong, Damaged, Defective, or Missing Items)
Customers must inspect their order immediately upon delivery.
Important:Any complaint related to an incorrect item, damage, defect, quality issue, or missing item must be reported within 24 hours of delivery.
Customers are required to share:
- Clear images of the received item
- Parcel opening video as evidence
Evidence may be shared via WhatsApp, Instagram DM, Facebook DM, or Email.
Complaints raised after 24 hours of delivery will not be entertained, and no return, exchange, or compensation will be applicable.
4. Exceptions and Non Returnable Items
The following items are not eligible for return or exchange:
- Customized or made to order items
- Sale or discounted items
- Accessories
- Essentials
- Personal care products
Please contact customer support before placing an order if you have any questions regarding item eligibility.
5. Mandatory Video Evidence
Parcel Opening Video:
Customers must record a clear and uninterrupted video while opening the parcel. This is mandatory for any complaint or claim.
Reverse Pickup Video:
For approved exchanges or returns, customers must record a video while packing and handing over the parcel to the courier rider and ensure they collect the courier slip.
6. Claims and Dispute Resolution
All claims must be escalated within 24 hours of the relevant event.
Claim resolution timelines may vary, depending on the nature of the claim and verification requirements.
No financial penalties will be enforced outside formal claim cases.
7. Important Notes
- All returns, exchanges, and resolutions are subject to verification and brand approval
- By placing an order at ZARR, you agree to the policies outlined above
For Assistance, contact us at:
Email: customercare@zarr.com.pk
Whatsapp: +92 300 601 0300
