FREE DELIVERY ON ORDERS PKR 5,000+ CASH ON DELIVERY AVAILABLE 7 DAYS EASY EXCHANGE 100% ORIGINAL PRODUCTS

Customer Care & Policies

Delivery, Exchange & Returns

Clear, transparent terms for delivery timelines, shipping charges, Cash on Delivery, 7-day exchange, and order cancellations across Pakistan.

1. Delivery Coverage & Serviceable Areas

We deliver to courier-serviceable cities and towns across Pakistan. Final delivery availability depends on courier coverage for the customer's location. If your address falls outside standard courier coverage, our support team will contact you before dispatch to coordinate available delivery alternatives.

2. Delivery Estimates

Estimated delivery is 3–7 working days after order confirmation. Delivery to remote or less-accessible areas may require additional time. While we strive to meet these estimates, occasional transit delays may occur due to severe weather, public holidays, road closures, or courier logistical disruptions.

3. Shipping Charges & Free Delivery

Orders of PKR 5,000 or above qualify for FREE Standard Delivery across Pakistan. Orders below PKR 5,000 are charged a flat standard shipping fee of PKR 250.

4. Cash on Delivery (COD) & Advance Delivery Deposit

Cash on Delivery is available for supported serviceable destinations nationwide.

Advance Delivery Charge on Standard Orders: For orders below the free-shipping threshold (under PKR 5,000), the flat shipping charge of PKR 250 may be requested in advance via JazzCash or Bank Transfer to confirm your order before courier booking. Payment proof can be shared via WhatsApp to 03044191960.

Free Delivery Orders: Orders that qualify for free shipping (PKR 5,000+) require no advance delivery charge. The entire order total is payable at your doorstep upon receipt.

5. 7-Day Easy Exchange Policy

FB Collections operates primarily on an exchange-first policy. Eligible exchange requests must be submitted within 7 days from the date of delivery.

To qualify for an exchange, items must be:

  • Completely unused and unworn.
  • In original condition with all protective materials, tags, stickers, and branded boxes intact.
  • Accompanied by all included accessories (cushions, cases, cleaning cloths, links).

Items showing signs of wear, customer damage, sizing alterations, or misuse are not eligible for exchange.

6. Non-Exchangeable Items

The following items are not normally eligible for exchange:

  • Used, worn, altered, or customer-damaged products.
  • Items returned with missing packaging, accessories, or tags.
  • Pierced or hygiene-sensitive jewellery once opened or used.
  • Products explicitly marked as Final Sale or Clearance (unless defective or incorrectly supplied).

Standard consumer rights for manufacturing defects or incorrectly fulfilled items always remain valid.

7. Exchange Shipping Costs

Defective, Damaged, or Incorrect Items: If FB Collections sent the wrong item, or if the product arrived defective or damaged, FB Collections covers reasonable return and replacement shipping costs.

Discretionary Exchanges (Change of Mind): For discretionary exchanges (such as preference for a different color, size, or design), the customer bears the applicable return and re-delivery courier charges.

8. Damaged, Defective, or Wrong Item Claims

Damage, defect, or wrong-item claims must be reported within 48 hours of delivery. Please contact our customer support team immediately with:

  • Your order number.
  • Clear photos of the outer parcel, shipping label, and the affected item.
  • An unboxing video where available (strongly recommended to expedite courier transit claims, but not an absolute requirement if the defect is clearly verifiable).
  • A brief description of the issue.

9. Exceptional Refund Policy

Normal change-of-mind purchases are not eligible for cash refunds; product exchange or replacement remains our standard remedy. Cash refunds are considered only in exceptional circumstances, specifically:

  • An incorrect, damaged, or defective item was received and an acceptable replacement is unavailable in stock.
  • FB Collections is unable to fulfil a confirmed order.

When a refund is formally approved by our review team, it is disbursed via JazzCash or Bank Transfer within 5–7 working days after approval.

10. Order Cancellation Policy

Before Dispatch: You may request order cancellation prior to courier dispatch by messaging our official WhatsApp support at 03044191960 with your order number. Any separately collected advance delivery fee for an order cancelled before courier dispatch is fully refundable.

After Dispatch: Once your parcel has been dispatched and handed over to our courier partner, cancellation cannot be guaranteed because operational courier transit fees have already been incurred. Refusing delivery at the doorstep after dispatch does not constitute normal cancellation, and any advance shipping fee paid is non-refundable.

11. Official Support Contacts

For any questions regarding delivery, exchanges, or existing orders, please reach out to our team:

WhatsApp