CELESTIAL EBONY

Shipping Policy

• Once your order is with the shipping company, HRN STUDIO is not responsible for any loss, delay, or issues occurring during transit.
• The estimated delivery time provided is an approximation and not a guarantee.
• If you encounter any issues during the shipping process, we recommend contacting the shipping company directly.
• Refunds cannot be processed for delays or issues caused by the shipping company once your order has left our premises.

Shipping Timeline

• Delivery times displayed at checkout are estimates and cannot be guaranteed.
• International shipping times may vary due to customs clearance and handling by the shipping company.
• We are not liable for parcels lost or delayed by the shipping company unless insurance has been added to your order.
• Insurance can be requested by contacting our Customer Care team prior to dispatch.

Proof of Delivery

• In the UK and other locations where COVID-19 has impacted delivery protocols, picture proof may be used instead of a signature for delivery confirmation.
• If the shipping company provides picture proof, this will be accepted as valid delivery confirmation.
• HRN STUDIO is responsible for dispatching products and providing tracking numbers only.

Delivery Disputes

• If delivery disputes arise (e.g., the courier arrives during your absence, address changes requested, or self-collection not completed), the customer must resolve these issues directly with the shipping company.
• If a parcel is returned to us due to refusal or failure to collect, any return shipping fees and customs duties imposed will be the customer’s responsibility. No refund will be issued in such cases.

• Exchange Policy

• Any product purchased from HRN STUDIO online store can be exchanged via our online store only, provided it is unused and has its original labels and tags intact.
• Exchanges are not offered unless we deliver an incorrect item or the product is faulty.
• This policy applies to local orders only.

International Orders

• For international orders, exchanges are available only if we deliver an incorrect item or a product with a defect.
• Products on sale are eligible for exchange only if an incorrect item is delivered.
• If an order contains multiple products or a single outfit has multiple components, only the defective part of the order will be replaced or refunded—not the entire outfit or order.

Exchange Timeline

• To be eligible for an exchange, you must inform us on the same day of delivery and return the item within 5 days.
• Contact us at rashid.niaz4878@gmail.com or call (+92) 0321 487 8178 with your order number for assistance.

Non-Exchangeable Items

• Accessories, jewelry, sale items, and shawls are not eligible for exchange.
• If you receive a damaged item from these categories, you must inform us immediately upon opening the parcel for a possible solution.

Cancellation and Refund Policy

We aim to process your orders quickly to ensure timely delivery. If you need to cancel your order, please adhere to the following policy:

Cancellation Deadline

• To cancel your order, you must request cancellation and receive confirmation from our team before 1 PM on the same day your order is placed.
• If your order is placed after 1 PM, you must request cancellation before 1 PM the following day.

Refund Eligibility

• Refunds are only available if the cancellation request is confirmed by our team via email or chat within the specified timeframe.
• Once your order has been dispatched to our shipping partner, cancellations and refunds can no longer be processed.

Delays and Exceptions

• In cases of significant delays, you may cancel your order up to 1 day before the shipping company takes possession, provided it falls within the above deadlines.
• If there is a significant delay and you do not request a refund within this timeframe, we will proceed to dispatch your order, and it will no longer be refundable once dispatched.

Important Notes

• All cancellation requests must be confirmed by our team via email or chat to be valid.
• After dispatch, your order becomes non-refundable under any circumstances.

We recommend submitting cancellation requests promptly to avoid any inconvenience. For assistance, please contact our support team with your order details.

Refund Policy

• Refunds will be issued via the same payment method used for the original order.
• For payments made via Visa/MasterCard, a 2% fee will be deducted from the refund if the order is canceled. This fee is charged by the Shopify platform and is non-refundable.

Duties and Taxes Responsibility

By placing an order, you agree that:

• Any applicable duties, taxes, or fees imposed by your country’s customs authorities are your responsibility.
• These charges are not included in the total price at checkout.
• If you refuse or fail to pay the required duties and taxes, and the parcel is returned to us, we are not responsible for the consignment.
• If you wish to have the order resent, you will be required to pay all applicable duties, taxes, and shipping charges for the return and resending of the parcel.&

For More Questions

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WhatsApp: 0321 487 8178  👈 Press to Message