Customer care
Shipping & Returns
We are committed to getting your order to you quickly, safely and exactly as ordered. Here is how our delivery, returns and refunds work.
Shipping Policy
- Delivery charge Flat PKR 300 nationwide
- Free delivery On orders over PKR 5,000
- Payment Cash on Delivery
- Dispatch Within 1–2 business days
Order processing
All orders are confirmed and processed within 1–2 business days. Our team may call or message you on WhatsApp to confirm the order and delivery address before dispatch. Orders placed on a public holiday are processed on the next working day.
Delivery time
- Lahore: 1–3 business days
- Other major cities: 2–4 business days
- Remaining areas: 3–6 business days
Delivery times are estimates. They can vary with your location, weather conditions, public holidays or courier delays outside our control.
Shipping charges
Orders are shipped with a flat delivery fee of PKR 300. Orders with a total value of PKR 5,000 or above qualify for free delivery, applied automatically at checkout.
For bulk and professional salon orders, delivery is quoted separately based on parcel weight and destination. We confirm the cost with you before dispatching.
Payment
We currently accept Cash on Delivery only. You pay the courier when the parcel is handed to you — nothing is charged in advance and we never ask for card details over the phone.
Order tracking
Every order gets an order number, shown on the confirmation page and in your confirmation email. Once your parcel is dispatched we send the courier tracking number by SMS, WhatsApp or email. If you have not heard from us within two working days of ordering, message us on WhatsApp with your order number.
Delivery partners
We ship through established nationwide courier services so your order arrives safely and can be tracked end to end.
Returns & Exchanges
Your satisfaction matters to us. If something is not right with your order, we will put it right — here is exactly what qualifies.
Eligibility
- Requests must be made within 7 days of receiving your order.
- Items must be unused, unopened and in their original, undamaged packaging.
- Your order number or receipt is required as proof of purchase.
- Used or damaged products cannot be returned, unless they were received that way.
Non-returnable items
For hygiene and safety reasons, the following cannot be returned or exchanged once opened:
- Makeup and colour cosmetics
- Skin care and facial products
- Hair colour and personal care items
- Clearance and sale items
Damaged, defective or incorrect items
If your parcel arrives damaged, defective or containing the wrong item, contact us within 48 hours of delivery with photographs of the product and its packaging. We will arrange a replacement or a full refund, including delivery charges, at no cost to you.
Refunds
- Approved refunds are processed within 5–7 business days of us receiving the returned item.
- Because orders are cash on delivery, refunds are issued by bank transfer or mobile wallet to an account in the name of the person who placed the order.
- Delivery charges are refunded only where the return is our fault.
Return shipping
Return postage is the customer's responsibility unless the item was received damaged, defective or incorrect — in that case we arrange and pay for the return.
How to start a return
Message us on WhatsApp, call +92 370 043 2319, or email info@jasmineluxe.com with your order number and a short description of the problem. We will reply with the return address and next steps.
Cancelled an order or changed your mind before dispatch? Just message us with your order number — as long as the parcel has not left us, there is nothing to pay and nothing to return.