FAQ
Frequently Asked Questions
Returns & Exchanges
What is your return policy?
Eligible items may be returned or exchanged within 15 calendar days after delivery. They must be unworn, unused, undamaged, and returned with the original box, tags, accessories, and proof of purchase.
How do I start a return or exchange?
Email zayluxe.pk@gmail.com with your name, order number, reason, and relevant photographs. Please wait for our return instructions before sending the parcel.
When will I get my refund?
After the returned item is received, inspected, and approved, Zayluxe normally processes the refund within 7–14 business days. Your bank or payment provider may need additional time.
Can I exchange an item for a different size?
Yes, if the item meets the return conditions and the requested size is available. Return and re-delivery charges apply to size exchanges unless we supplied the wrong item.
Who pays the return shipping cost?
Zayluxe pays reasonable return costs for a confirmed defective, damaged, or incorrect item. For a size change or change of mind, return and re-delivery costs are paid by the customer.
Ordering & Payment
What payment methods do you accept?
Available methods may include Cash on Delivery, bank transfer, cards, mobile wallets, or other secure options. The methods currently available for your order will appear at checkout.
Is online payment secure?
Payments are processed through secure third-party payment providers. Zayluxe does not normally receive or store your complete card number or security code.
Can I modify or cancel my order after placing it?
Contact us immediately. We can usually cancel or update an order only before dispatch. Once dispatched, it must be handled under our Refund & Returns Policy.
Can I apply a promo code at checkout?
Yes, if a valid code is available. Enter it before completing payment. Codes are subject to their stated conditions and normally cannot be added after the order is placed.
Why was my order cancelled?
An order may be cancelled due to unavailable stock, failed verification, payment problems, an incorrect price or description, an undeliverable address, or suspected fraud. Any collected payment will be refunded.
Shipping & Delivery
Where do you ship?
We ship to serviceable locations across Pakistan. International shipping is not currently offered unless expressly stated.
How long does delivery take?
Orders are normally processed in 1–3 business days and delivered within approximately 3–7 business days after dispatch. Remote areas and busy periods may take longer.
How can I track my order?
Tracking details may be sent by email, SMS, WhatsApp, or displayed in your account after dispatch. Tracking can take up to 24 hours to activate.
What if my package is lost or delayed?
Email us with your order number and tracking details. We will investigate with the courier and arrange an appropriate replacement or refund if loss is confirmed.
What happens if I miss delivery?
The courier may make another attempt or return the parcel. Re-delivery charges may apply if delivery failed because the customer was unavailable or the details supplied were incorrect.
Sizing & Fit
How do I choose the correct size?
Check the size guide on the product page and compare the stated foot-length measurement with footwear that fits you well. Contact us before ordering if you need help.
Do all styles fit the same?
Not always. Fit can vary by design, shape, material, and foot width. Review any product-specific sizing note before ordering.
What if I am between sizes?
Consider the style and your foot width. For closed footwear or a wider foot, the larger size may offer more room, but this is general guidance and not a guarantee of fit.
Can I return or exchange shoes that do not fit?
Yes, within 15 days after delivery, provided they were tried only on a clean indoor surface and remain unworn, undamaged, and complete with original packaging.
Products & Care
Are product colours exactly the same as the pictures?
We try to display colours accurately, but lighting, screen settings, and production batches may cause small differences.
What does “medicated footwear” mean?
On our website, it describes footwear designed with comfort-focused features. It is not a medical device and does not replace advice or treatment from a qualified healthcare professional.
How should I care for my footwear?
Keep footwear dry, wipe gently with a soft cloth, avoid harsh chemicals and direct heat, and follow any product-specific care instructions.
Will an out-of-stock item return?
Some styles and sizes may be restocked, but availability is not guaranteed. Check the product page or contact us for an update.
Account, Privacy & Support
Do I need an account to place an order?
Guest checkout may be available. If the website requires an account for a particular function, you will be prompted during checkout.
How do you use my personal information?
We use information to process orders, deliver products, prevent fraud, provide support, improve the website, and send marketing only where permitted. Full details appear in our Privacy Policy.
How can I contact Zayluxe?
Email zayluxe.pk@gmail.com. Please include your order number when asking about an existing order.
When will I receive a reply?
We aim to reply within 1–2 business days, although weekends, holidays, and busy sale periods may cause delays.
