We want you to be happy with your handbag. If something is not right when it arrives, we will make it right.
Mahraluxe offers a 15-day exchange on all orders across Pakistan, counted from the day your parcel is delivered.
What We Exchange
Our products are handbags, so exchanges relate to colour, design or product faults. There is no size exchange, because handbags do not come in sizes the way clothing does.
You can request an exchange for:
- A different colour of the same handbag, subject to availability
- A different product of equal value from our collection
- A replacement if your handbag arrived damaged or faulty
- The correct item if we sent you the wrong product
Conditions for Exchange
To qualify, the handbag must be:
- Unused and unmarked. No scratches, scuffs, stains or signs of wear.
- Complete. All straps, charms, keychains, pouches and dust bags included.
- In original packaging. With tags still attached.
- Requested within 15 days of delivery.
What We Cannot Exchange
- Handbags that have been used, carried outside, or show any wear
- Items missing straps, charms, pouches or original packaging
- Products damaged after delivery by the customer
- Requests made more than 15 days after delivery
- Items bought during a clearance sale marked as final
Damaged or Wrong Item
If your parcel arrives damaged, or we sent the wrong handbag, contact us within 48 hours of delivery.
Send us:
- Your order number
- Clear photographs of the product and the packaging
We will arrange a replacement at no cost to you, including courier charges both ways. This is our mistake, not yours.
How to Request an Exchange
- Contact us on WhatsApp at +92 317 0486120, or email support@mahraluxe.com
- Share your order number and tell us which handbag you would like instead
- Send photographs of the product showing it is unused and complete
- We confirm the exchange and share the return address
- Pack the handbag in its original packaging and send it to us
- We dispatch your replacement within 1 to 2 working days of receiving the return
Who Pays the Courier Charges
| Situation | Courier charges |
|---|---|
| Product damaged or faulty | We pay both ways |
| We sent the wrong item | We pay both ways |
| You want a different colour or product | You pay to send back; we pay to deliver the replacement |
Refunds
We operate an exchange policy rather than a refund policy. This keeps our prices as low as they are.
A refund is issued only where:
- The product is out of stock and no suitable alternative is available
- We are unable to deliver to your area
- Your order was cancelled by us before dispatch after advance payment
Refunds on advance payments are processed within 7 working days to the original payment method or by bank transfer.
Order Cancellation
You can cancel free of charge any time before your parcel is dispatched. Once it is with the courier, cancellation is no longer possible and this exchange policy applies instead.
To cancel, message us on WhatsApp with your order number as soon as possible.
A Note on Colour
Handbag colours can look slightly different on different screens. Our photographs are taken in natural light with no colour filters, but a shade may still appear warmer or cooler on your phone than it does in person.
If the colour is not what you expected, that qualifies for an exchange. Just contact us within 15 days.
Questions?
Message us on WhatsApp at +92 317 0486120 or email support@mahraluxe.com. We usually reply within a few hours.