At Shawls & Soul, we want you to feel confident when choosing a piece from us. If your purchase is not quite right for you, we offer a simple and flexible return and exchange process.
Returns
Returns are accepted as long as the product remains in its original condition.
To be eligible for a return:
-
The product must be unused and unworn.
-
It must not be washed, altered, damaged, stained, scented, or changed in any way.
-
The product should be returned in the same condition in which it was received.
-
Original boxes, bags, or other packaging are not required for a return.
Because many Shawls & Soul pieces are handmade, slight variations in weaving, embroidery, texture, or finishing are a natural part of the craft and are not considered defects.
Before returning an item, please contact us so our team can guide you through the return process.
Email: shawlsandsoul@gmail.com
WhatsApp: +92 334 0109308
Please do not send a return without contacting us first.
Exchanges
If you would like to exchange your purchase for another product, design, or available variation, please contact us on WhatsApp or email.
Exchanges are subject to product availability.
Any difference in price between the original product and the replacement product will either be collected from the customer or adjusted accordingly.
The returned product must meet the same eligibility requirements stated above.
Refunds
Once your returned product is received, our team will inspect it to confirm that it is unused, undamaged, and in its original condition.
After approval:
Prepaid Orders
Prepaid orders are eligible for a 100% refund of the refundable amount paid.
Cash on Delivery (COD) Orders
Refunds for Cash on Delivery orders are subject to a 4% deduction for applicable taxes already charged on the COD transaction.
The remaining refundable amount will be returned to the customer after the product has been received and approved by our team.
Refunds will be processed through an appropriate available payment method. Depending on the bank or payment service, it may take additional time for the refunded amount to appear in your account.
Damaged, Defective or Incorrect Items
If you receive:
-
the wrong product,
-
a product damaged during delivery, or
-
an item with a genuine manufacturing defect,
please contact us as soon as possible after receiving your order.
Send us your Order ID along with clear photographs or videos of the issue through WhatsApp or email so we can review it and arrange an appropriate solution.
Handmade Product Variations
Shawls & Soul works with handwoven and hand-embroidered textiles.
Minor variations in embroidery, weave, texture, dimensions, thread placement, finishing, or other handmade details may naturally occur from one piece to another.
These characteristics are part of the handmade nature of the product and are not considered defects.
Return Shipping
Unless the product received was incorrect, damaged in transit, or genuinely defective, return shipping costs are the responsibility of the customer.
For an incorrect, damaged, or defective product caused by us or during delivery, Shawls & Soul will assist with the return or replacement process.
Contact Us
For returns, exchanges, or refund assistance:
Shawls & Soul
Near THQ Hospital, Kabal, Swat 19200, Pakistan
Email: shawlsandsoul@gmail.com
WhatsApp: +92 334 0109308
Our team will guide you through the process and help resolve your request as smoothly as possible.
