Our Policies
What information do we collect?
We collect information you provide directly to us, including your name, email address, shipping address, payment information, and phone number when you make a purchase or create an account.
How do we use your information?
We use your information to process orders, communicate with you about your purchases, improve our services, send marketing communications (with your consent), and comply with legal obligations.
Do we share your information?
We do not sell your personal information. We may share your information with service providers who help us operate our business, such as payment processors and shipping companies, and when required by law.
How do we protect your information?
We implement appropriate security measures to protect your personal information, including encryption, secure servers, and restricted access to personal data.
Shipping Charges:
Shipping charges vary based on your location and order value. Standard shipping within Pakistan is PKR 200. Orders above PKR 5,000 qualify for free shipping.
Delivery Time:
Standard delivery takes 3-7 business days within major cities and 7-14 business days for remote areas. Express shipping (1-3 days) is available at additional cost.
International Shipping:
Currently, we only ship within Pakistan. International shipping will be available soon.
Order Tracking:
Once your order is shipped, you will receive a tracking number via email and SMS. You can use this number to track your package on our courier partner's website.
Damaged or Lost Packages:
If your package arrives damaged or is lost in transit, please contact us within 48 hours with photos (if damaged). We will arrange a replacement or full refund.
Exchange Eligibility:
We accept exchanges within 7 days of delivery. Items must be unworn, unwashed, with original tags attached, and in their original packaging. All apparel items can be exchanged for a different size or color, subject to availability.
How to Request an Exchange:
Contact our customer service team via email or phone with your order number and reason for exchange. We will provide you with exchange instructions and a return shipping label if applicable.
Exchange Shipping Costs:
If the exchange is due to our error (wrong item, defective product), we cover shipping costs. For size or preference changes, the customer is responsible for return shipping.
Processing Time:
Once we receive your returned item, we will process the exchange within 3-5 business days. The replacement item will be shipped using standard delivery times.
Can I cancel my order?
Yes, you can cancel your order before it has been shipped. Once shipped, the order cannot be cancelled but may be eligible for return or exchange.
How to Cancel:
Contact our customer service immediately via email or phone with your order number. We will cancel the order if it hasn't been processed for shipping yet.
Refund Timeline:
Refunds for cancelled orders are processed within 5-7 business days. The amount will be credited to your original payment method.
Partial Cancellations:
Partial cancellations may be possible if the order hasn't been packed yet. Contact us immediately, and we will do our best to accommodate your request.
Refund Eligibility:
We offer refunds within 7 days of delivery for items that are unworn, unwashed, with original tags, and in original packaging. Refunds are processed to the original payment method.
How to Request a Refund:
Contact our customer service with your order number and reason for return. We will provide return instructions and a return authorization number.
Refund Processing Time:
Refunds are processed within 5-7 business days after we receive and inspect the returned item. It may take an additional 3-5 business days for the amount to reflect in your account.
Non-Refundable Items:
Final sale items, worn or washed items, items without tags, and personalized products are not eligible for refund.
Return Shipping:
If the return is due to our error (defective, wrong item), we cover return shipping. For other returns, the customer is responsible for return shipping costs.
Agreement to Terms:
By accessing and using this website, you agree to be bound by these terms and conditions. You must be at least 18 years old or have parental consent to make purchases.
User Obligations:
You agree to provide accurate information, maintain the security of your account, use the website lawfully, and not engage in any fraudulent or harmful activities.
Intellectual Property:
All content, including images, text, logos, and designs, are the property of ZAUQ's and protected by copyright laws. You may not reproduce or distribute content without permission.
Limitation of Liability:
We strive to provide accurate information but do not guarantee the website will be error-free or uninterrupted. We are not liable for any indirect or consequential damages arising from your use of the website.
Changes to Terms:
We reserve the right to modify these terms at any time. Changes will be posted on this page, and continued use of the website constitutes acceptance of the updated terms.