Items purchased from our online store can be sent back for exchange at our outlet or you can contact our customer service if you wish to send the items through courier.
Ismail’s allows its customers to exchange the purchased items subject to conditions. The exchange of item will be allowed if:

  • The customer has submitted a request for exchange (via email, phone call, SMS or WhatsApp) within 7 working days of receipt of the purchased item;
  • The customer in his/her request for exchange has stated the reason(s) why he/she wishes to exchange the item;
  • The item is in its original packing and the price tag is intact;
  • The original invoice of the item he/she wishes to exchange is sent along with the item;
  • It has no emits, odours, perfume scents, stains or anything which suggests the item was used or washed.

Items bought on sale cannot be exchanged. If an item bought on regular price goes on sale, it will be exchanged at sale price.

Unworn non-discounted garments can be exchanged within 10 days of purchase subject to intact original tags and upon producing original receipt.
No exchange/refund/claim can be made on discounted/sale products.
If any item purchased at full price goes on sale, it will be exchanged at marked down price.
Sale items cannot be exchanged with new arrivals.
Claim on previous season’s stock will not be entertained.
Exchange for shoes and accessories will not be entertained due to hygiene reasons.
Company’s decisions on claim and exchange will be considered as final.
Due to the differences in color monitors/screens and lighting used during photo shoots, the exact color or texture of the final item may slightly vary from what is seen on screen, therefore products cannot be exchanged for this reason.
Customer will bear the shipping cost except in the following cases:
If the item was damaged when received by the customer
If the wrong item was delivered
In all other cases, the customer will be responsible for bearing the cost of sending the item back to us.

Ismail’s has the right, at its the sole discretion, to accept or deny the request for exchange.
Upon the acceptance of request for exchange, the customer will be notified by our customer service.

This exchange policy does not apply to orders to be shipped outside Pakistan.

Ismail’s strictly follows ‘NO refund’ policy. The option of cashback is not available. The Exchange Policy will be applicable once the customer has placed the order and has received the parcel or payment has been processed.

Damage & Claims

The exchange of Damaged item(s) will be allowed if the item(s) received has any kind of manufacturing defect, shipment of wrong size or wrong item. The complaint has to be raised within 2 working days along with paper invoice (via call, message or email) after receiving the parcel.
Please allow one week for the processing of damage and claims.

Please note, the items purchased from our retail outlet cannot be sent to us for exchange through courier. The items can be exchanged at our retail outlet. 

For queries email at: or call at: +92-325-7177143

Shipping & Handling charges are non-refundable
All returns and exchanges will be inspected upon arrival at Ismail’s online warehouse. If Ismail’s quality
team found that the articles were used, washed, mishandled or not in its original state then we will not be
able to consider the return

For queries email at: or call at: +92-325-7177143