Frequently Asked Questions

Once your order is placed successfully, you will receive an order confirmation along with a unique order number via email, SMS or WhatsApp. Please save your order number for future reference.

Orders are processed within 1–2 working days after confirmation. Orders placed on weekends or public holidays will be processed on the next working day.

Estimated delivery timelines are:

• Major cities: 3–5 working days
• Other areas: 5–7 working days

These timelines are estimates and may vary depending on your location and courier operations.

Yes. Once your order has been dispatched, tracking details will be shared with you via email, SMS or WhatsApp, which you can use to monitor your parcel status.

Our delivery partners may attempt delivery more than once. If an attempt is unsuccessful due to unavailability, incorrect information or non-response, our team may contact you to arrange re-delivery. Repeated failed delivery attempts may result in order cancellation.

Orders can be cancelled only before they have been dispatched. Once an order has been handed over to our courier partner and tracking information has been shared, cancellation requests can no longer be accepted. To request a cancellation, contact our support team via WhatsApp with your order number.

Yes, Cash on Delivery is available across most locations in Pakistan. Please note that certain remote areas may not qualify for COD services depending on courier coverage.

For security and courier policy reasons, open parcel inspection before payment is not available. We encourage you to review product details, fabric information and presentation images carefully before placing an order.

No, customers are required to pay the full invoice amount at the time of delivery. Partial payments are not accepted.

Refusing to accept a dispatched order is not considered an order cancellation. Repeated delivery refusals may affect your future Cash on Delivery eligibility.

Exchange and refund requests can be made within 7 days of receiving your order. Incorrect, missing or damaged item concerns must be reported within 24 hours of receiving your order.

To qualify for an exchange, the product must be:

• Unused and unwashed
• In its original condition
• Returned with original packaging and tags intact
• Free from stains, perfume or any signs of use

Contact our support team through the WhatsApp button on our website, share your order number along with clear pictures of the product, and — for damaged, defective or incorrect items — an unboxing video is recommended. Our team will review your request within 24–48 working hours.

MASURI covers shipping costs for exchanges involving a wrong item, a damaged or defective product, or a missing item. For all other approved exchange requests, shipping charges may apply.

Refunds are offered only when an issue cannot be resolved through an exchange or replacement — for example, if a replacement is unavailable, an item is missing and can't be fulfilled, your order becomes unavailable due to stock issues, or a duplicate payment was made.

Once approved, refunds are processed within 7–10 working days. Approved refunds are processed through the original payment method whenever possible; for COD orders, refunds are made via bank transfer or an approved digital payment method.

Report it within 24 hours of receiving your order via WhatsApp, sharing your order number and clear pictures of the item, packaging, courier label, and affected area (an unboxing video is strongly recommended). Once verified, we'll resolve it through replacement, exchange, or refund — and all shipping costs for verified claims are covered by MASURI.

Requests will not be accepted in cases such as:

• Change of mind after purchase
• Slight color variations due to photographic lighting or screen settings
• Minor thread irregularities that do not affect product quality
• Products that have been used, washed or altered
• Products returned without original packaging or tags
• Requests submitted after the eligible reporting period

Product colors may appear slightly different due to photographic lighting conditions, natural and artificial lighting environments, mobile screen settings, monitor calibration differences, device display technology, and individual brightness or contrast settings. Minor differences in tone, brightness or warmth are considered normal and not a product defect.

If you believe you've received a completely different color or an incorrect article, please contact our support team — such cases will be reviewed under our Incorrect, Missing & Damaged Items Policy, not the standard color variation policy.

You can reach our support team via WhatsApp Support, Email Support, or Social Media Direct Messages. For the fastest response, we recommend the WhatsApp button available on our website.

Our team is available Monday to Saturday, 10:00 AM – 7:00 PM (Pakistan Standard Time). Responses outside working hours, on Sundays or public holidays may take longer than usual.

General inquiries are typically answered within 2–4 working hours. Complex issues and policy-related requests may take 24–48 working hours. Response times may vary during sale periods or public holidays.

To help us resolve your concern efficiently, please have ready: your order number, clear photos or videos (if applicable), accurate contact information, and relevant details about your concern.