Return Exchange & Refund Policy

Please review the applicable conditions below before requesting an exchange or refund.

1. In-Store Purchases:

  • Items purchased on sale are non-refundable but customer can exchange size & another article, subject to availability.
  • Exchanges must be requested within 14 days of purchase, with the original sales receipt.
  • Items must be unused and returned in their original condition, with all tags, labels, and packaging intact.
  • Exchanges are processed at the current selling price.
  • Fragrances and accessories are not eligible for exchange.


2. Online Purchases:

General Conditions

  • Exchange requests must be made within 7 days of purchase.
  • Items must be unused, unworn, unwashed, and undamaged, with all original tags and labels attached. Items with removed tags or signs of use or damage are not eligible for exchange.
  • Fragrances, undergarments, and accessories are not eligible for exchange.
  • Sale items are non-refundable but may be exchanged for any other article, subject to availability.


A. Online Order Exchange at a Charcoal Outlet

  • Contact our online support team to request an exchange.
  • Our team will share the original invoice, which must be presented at the outlet.
  • Visit a Charcoal outlet within 7 days of purchase to complete the exchange, subject to the exchange policy and product availability.


B. Online-to-Online Exchange

  • Contact our online support team within 7 days of purchase and share your order details.
  • Our team will help you select a replacement article and size and will hold the selected item, subject to availability.
  • Once the replacement is confirmed, our team will share the return address.
  • You may use any courier to return the original item. Return shipping costs are the customer’s responsibility.
  • Share the courier receipt or tracking details and include your order number and replacement details inside the parcel.
  • After the returned item is received and passes quality inspection, the reserved replacement will be dispatched within 7–8 working days.
  • The replacement shipment’s tracking ID will be shared with you via WhatsApp.


3. Order Editing & Cancellation

  • Customers may request changes or additions before a tracking ID is generated.
  • Once a tracking ID has been generated, no further changes or additions can be made to the order.
  • Order cancellations may be requested before dispatch. Approval depends on the order status and processing stage.


4. Damaged, Defective, or Incorrect Items:

  • Please report damaged, defective, or incorrect items on the same day they are delivered.
  • For eligible claims, Charcoal will cover return shipping and, after reviewing the claim, provide a replacement, exchange, or another appropriate resolution.


5. Refund Policy:

  • Sale items are non-refundable.
  • Refund requests for full-price items must be submitted within 15 days of purchase and are subject to a valid reason and approval.
  • Items must be unused, unwashed, and undamaged, with all original tags attached.
  • Contact our customer support team for return instructions.
  • Once the returned item is received and inspected, an approved refund will be processed to the customer’s account.
  • Please note: Refund requests submitted more than 15 days after purchase will not be accepted.


6. Customer Support:

For assistance, contact the relevant team by email, WhatsApp, or phone using the details below.

Online Customer Support

Email: onlinesales@charcoal.com.pk

Phone / WhatsApp: +92 323-7657519 / +92 345-4663833

Outlet / Store Customer Support

Email: customercare@charcoal.com.pk

Phone / WhatsApp: +92 311-6334445