Return Exchange Policy

Charcoal strives for customer satisfaction. The policy written below is applied to all products that are purchased online via the website.

  • A product/item purchased from our online shop can be EXCHANGED from any other Charcoal retail outlets.
  • The customer will be responsible for shipment costs of return.
  • Make sure the product you are returning/ exchange is intact with all tags.
  • All product / item purchased online can be exchanged within 10 days with below mention conditions.
  • The product /item received has a manufacturing defect or an incorrect style or size, at the time of delivery.


  • The product or item does not match with original specification, or the product is found to be not the same as you had actually purchased.

 Please Read the Following Procedure or Refund/ Exchange to avoid any Confusion!

  • Prior to shipping the return to Charcoal, you will need to notify us within 3 days by calling us at +92 311 6334445 or by writing us at
  • After approval of your request, the company will refund your amount through your bank. You will be credited for product (s)/ item(s) cost.
  • Shipping and handling costs are not refundable. Please allow us two weeks for the processing of the refund.
  • Articles purchased on “SALE" can be exchanged and replaced, but can't be returned. And the customer will bear the delivery charges. Moreover, “SALE" articles can only be exchanged at the online store, not in outlets.

NOTE: Free delivery is only applicable for one time only. If you miss your order delivery. Upon redelivery, charges of delivery will be charged.

Order Cancellation

The order can be cancelled by customer any time before the order is processed. Once the order is shipped return and exchange policy will be applied. Charcoal has the rights for the cancellation of order at any stage or at any time during the processing of order due to any condition that seems necessary and will not bear any damages suffered due to non-fulfillment of said order.

Shipping Policy

  • Charcoal is not responsible for non-shipment of ordered product due to in availability of stock. Order verification is not considered to be order confirmation.
  • It is the customer responsibility to provides us correct address and phone number at the time of booking.
  • Charcoal management team retains the right to change return and exchange policy at any time without any notice.
  • Charcoal has aims to provide best possible services to processes orders as quickly as possible. Despite our tries some orders takes more time. Note: our logistics partner required 1 additional working day for delivery. However this time required may varies depending on range of factors .