Please read through our Return Policy on this page to understand our return procedures and make sure your item is eligible for return.
You will have 7 days after an item is delivered to you to notify us that you want to return the item. This means if your item was delivered e.g. on the 5th of the month, you have till the 12th to initiate a return.
Returning an item is simple, just follow the steps mentioned below:
- Check if your product meets all requirements
- Call the helpline and request a return
- Fill out the return form
- Pack items and attach the return label
- Arrange product pick up or drop off
- Your returned item will be Quality Checked
If validated and Quality Check passes, you will be refunded for the item
What are the conditions for returning an item and what is the procedure?
Your item cannot be returned if it belongs to one of the following restricted categories. (These categories are restricted from returns owing to certain business, health or hygiene reasons).
- Cosmetics
- Sunglasses
- Watches
- Skin-care or hair-care products
- Innerwear or Swimwear
- Perfumes and Fragrances
- Custom or Made to Order products
- Imported On Order products
- Certain Sale products
If you bought a General Merchandise or Electronic item (anything other than a Fashion or Beauty product), please refer to the requirements stated in the chart below.
| What is the reason for return? | What are the conditions for returning the item? | How long after delivery can I submit my claiand what do I do? | What do I get and when? |
| Item is not the one ordered or is not as advertised | • Seal must be intact as delivered, item in original condition and not used • Item must include all packaging and accessories (including warranty cards, manuals, certificates of authenticity, tags, etc.) | 1. Call helpline within 7 days of delivery to initiate return 2. Our customer representative will help you locate the closest drop-off point to your location. 3. Fill the return form and pack the item ready for drop-off. | A full refund after receiving the product back in the form of : •Store Credit Voucher: 1 business day post quality check •Bank transfer or cheque: 5-7 business days post quality check •Credit card reversal: 10-15 business days post quality check |
| Item is defective, counterfeit or damaged at the time of delivery | • Item must be in original condition • Item must include all packaging and accessories(including warranty cards, manuals , certificates of authenticity, tags, etc) |
All Fashion and Beauty products that are not in one of the above restricted categories, can be returned for any reason, provided they meet the requirements stated in the chart below.
| What is the reason for my complaint? | What are the conditions for returning the item? | How long after delivery can I submit my claim and what do I do? | What do I get and when? |
| You changed your mind or don’t like the item | • Item must be in original condition as delivered • Item must not be used and must not have any stain or mark on it. • Item must include all packaging, accessories and/or tags. | 1. Call the Goto helpline within 7 days of delivery to initiate return 2. Our customer representative will help you locate the closest drop-off point to your location. 3. Fill the return form and pack the item ready for drop-off. | A full refund after receiving the product back in the form of : • Store Credit Voucher: 1 business day post quality check •Bank transfer or cheque: 5-7 business days post quality check •Credit card reversal: 10-15 business days post quality check |
How to Request a Return?
You can request to initiate a return by contacting our helpline at (021)-111-110000 or customer@shopestaan.com. to confirm that your product is eligible for return. We will explain to you the return procedure, and We will explain to you the return procedure and confirm the nearest service provider location where you can drop-off the product. or confirm the nearest service provider location where you can drop-off the product.
Please be prepared to give the following pieces of information:
- Your order number.
- The reason for the return.
- The method of refund that you would like and the necessary information associated (bank account number, etc.)
Can I request a replacement rather than a refund?
If you prefer to replace your product, just let our Customer Service executive know your choice and we will call you as soon as your initial product has been received, and we have looked into availability of the replacement product. If you choose a refund voucher, you can use it to buy a similar product or a different product on goto.pk yourself using the amount originally paid for the returned item.
If my returned product is not validated for return, how am I informed?
If your return does not meet the Quality Check criteria, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
Note: We will make 3 attempts to return the product to you. Please make sure to be available for a scheduled delivery.
