BRAND POLICY

Brand Policy
Customer Service Policy
Brand: Gulmnah (Online Store)

At Gulmnah, we are committed to delivering a seamless and refined shopping experience. From placing your order to final delivery, our team is here to assist you every step of the way.

1. Customer Support Channels

• WhatsApp

• Calls

• Instagram

• Facebook

• Emails

We aim to respond within 24 hours on working days. During launches and sale periods, responses may take slightly longer.

2. Order Processing

Order confirmation will be sent via Email/WhatsApp within 24–48 hours along with the mentioned processing time:

• Unstitched / Pret / RTW: 24–48 hours

Orders are carefully prepared and quality-checked before dispatch. Tracking details will be shared once the order is shipped.

3. Shipping Policy

• Local delivery takes up to 4–5 business days after dispatch.

• International delivery takes up to 10-15 business days after dispatch, depending on the shipping method selected at checkout.

• Delivery charges are calculated at checkout.

Delays may occur due to weather, logistics, or customs-related concerns.

Please Note:
Custom charges depend on the customs department of the destination country. Gulmnah is not responsible for these charges. The customer is liable to pay duties/custom charges for parcel clearance. No refunds will be processed if the customer refuses to pay duty charges.

4. Cancellation Policy

Paid orders can be cancelled within 24 hours of order confirmation. Customers must notify within 24 hours if they wish to cancel the order.

5. Complaint Policy

• All complaints will be handled on priority.

• Resolution time: 2–5 working days.

Customers are requested to share complaints within 48 hours of receiving the parcel with proper details, including order number, outfit images, and the issue faced.

We truly appreciate your cooperation and support.

Note: We expect respectful communication from customers. Please avoid abusive or inappropriate behaviour.

6. Exchange Policy

Exchange is only applicable under the following conditions:

For Pret / Unstitched:

• Request must be made within 48 hours of receiving the parcel.

• Item must be unworn, unwashed, with original packaging and tags intact.

Valid reasons:

• Size issue

• Defective item received

• Incorrect item received

Please Note:
All exchanges are subject to stock availability. Customers are responsible for return shipping costs.

7. Return & Refund Policy

Refunds/returns are only applicable if a defective or incorrect product is received.

• Customer must return the item to proceed with the refund request.

• Approved refunds will be processed within 5–7 business days.

• Refunds will be issued via the original payment method (Bank Transfer or Card Payment).

8. Product Information

We strive to display colors and details as accurately as possible. However, slight variations may occur due to lighting or screen resolution.

Size charts are available on the website for each product. For further assistance, customers can contact us via WhatsApp regarding sizing or measurements.

9. Privacy Policy

Your privacy matters to us. All personal information is handled with strict confidentiality and is used solely to process your order and enhance your shopping experience.

A Note to Our Customers

We take pride in serving you with respect, care, and attention to detail. In return, we appreciate courteous communication to help us assist you better.

Policy Updates

Gulmnah reserves the right to update these policies at any time. Updates will be reflected on Gulmnah official website.