Return And Refund Policy

At Strawberry, we are committed to providing a seamless, premium shopping experience—from the moment you select your pieces to the day they arrive at your door. Please review our shipping, exchange, and return policies below.

1. Order Confirmation & Processing

  • Order Confirmation: Once your order is placed, you will receive an automated order confirmation email with your purchase details.

  • Processing Times: We process and dispatch orders within 48 hours on standard business days (excluding weekends and public holidays).

  • Inventory Delays: If an item is temporarily out of stock or delayed, our customer care team will notify you immediately via SMS or phone call with an estimated dispatch date.

2. Shipping Charges & Delivery

Shipping Within Pakistan

  • Standard Shipping Fee: Rs. 250 flat rate per order.

  • Free Shipping: Complimentary standard shipping on all orders above Rs. 3,500.

  • Major Cities (Lahore, Islamabad, Karachi): Delivered within 2–3 business days via our trusted premium courier partners.

  • Nationwide Delivery: All other cities are typically delivered within 3–5 business days.

International Shipping (DHL Express)

  • We ship our premium collections worldwide via DHL.

  • To calculate shipping rates for your specific global destination, please contact our team at support@yourbranddomain.com.

Delivery Address Integrity

  • Orders are delivered strictly to the physical shipping address provided during checkout.

  • Please verify that your address and contact number are 100% complete and accurate before checking out. Strawberry is not liable for delivery delays or failed attempts caused by incorrect address submissions.

3. Goodwill Exchange Policy

We offer a 7-day goodwill exchange policy from the date of delivery, subject to the following strict conditions:

  • Hygiene & Sanitary Standards (Crucial for Intimates): For sanitary and health reasons, intimates (such as panties and bodysuit sets) cannot be exchanged if they have been worn, washed, or if the hygiene seals have been removed.

  • Original Packaging: The items must be returned in their original packaging, with all brand tags, labels, and protective stickers fully intact.

  • Condition: The packaging and item must not be tampered with, damaged, or altered in any way.

  • Sale Items: Markdown or sale items are final sale and cannot be exchanged unless the product you received does not match what you ordered.

How to Initiate an Exchange:

  1. Email our team at support@yourbranddomain.com with your Order Number and the details of the item you wish to exchange.

  2. Once approved, we will ship the replacement item to your address.

  3. Note: The customer is responsible for covering any reshipment and return shipping costs for goodwill exchanges.

4. Faulty, Damaged, or Incorrect Items

We take ultimate care in stitching and packaging every thread, but if you receive an item that is faulty, damaged in transit, or incorrect, we will happily provide a replacement or a full refund (issued as a store credit voucher).

How to File a Return Request:

  1. Take clear, well-lit photos of the damaged or faulty area.

  2. Email the images along with your Order Number to support@yourbranddomain.com within 7 days of receiving your package.

  3. Our quality assurance team will inspect the request and guide you through the swift replacement or store credit process.

5. Order Cancellations

  • If you need to cancel your order, please notify us immediately via WhatsApp or Email.

  • Because we aim to process and dispatch orders as quickly as possible (often within 24 hours), cancellation requests must be received before the order enters "Shipped" status. Once an order is handed to the courier, it cannot be canceled.

6. Contact Us

If you have any questions, require assistance with sizing, or would like to initiate an exchange or return, please reach out directly to our customer support team:

  • Brand Name: Strawberry

  • Email: support@yourbranddomain.com (Update with your official store email)

  • WhatsApp / Phone: (Update with your official business contact number)

  • Head Office Address: (Update with your physical business address)