Policy

We at Vel & Ash strive to provide the highest level of service. While we trust you'll be pleased with your order, please note that we do not entertain returns or exchanges under any circumstances.


Should you discover a fault in terms of quality or workmanship, kindly notify us within 24 hours of delivery. Our Quality Department will promptly investigate and respond. If a fault is found, we may offer an exchange or store credit. To initiate a claim, it's imperative to record a video while opening the parcel.


All customised orders can be cancelled within 24 hours, with refunds issued as store credit. However, orders, once confirmed, are not eligible for exchange, refund, or chargeback. Sale and ready-to-ship articles fall under this policy as well.


It's crucial to note that our return and exchange policy isn't contingent on personal preferences. Additionally, we don't provide a "refund" or "money back guarantee" on purchased items. We reserve the right to cancel orders for reasons such as stock unavailability, pricing errors, or declined credit card payments.


Edible products, once delivered, cannot be returned or exchanged. Any damage to such items must be reported at the time of delivery for consideration.
 

Shipping & Handling

Shipping and handling charges may vary as mentioned for items which are delicate and require extensive packing for secure delivery.

 

  • Domestic Orders (Pakistan):

Estimated delivery time: 7 working days (unless otherwise specified). It's important to note that the delivery time span of the third-party courier service is beyond the responsibility of Vel & Ash.


We’ll notify you of any delays; if you don't hear from us, please check that your contact details are correct.


We use third party courier service for deliveries. We disclaim responsibility for mishaps, damages, or delays during the delivery by the third-party courier service.


Delivery fees depend on the product type and destination; they are non-refundable.


If a parcel weighs more than 2kg by weight or volume, free shipping won't be available.*

 

  • International Orders

For international orders, we may require extensive packaging for secure delivery which may have additional charges.


Best possible quotation for international shipping will be shared via whatsapp.


Any customs duties or additional fees are the customer’s responsibility. Any checking by customs or at any point during transit is beyond our control and hence not our responsibility.

 

  • Orders with Edibles (Connoisseur Baskets):

After placing an order, you will receive a confirmation call to verify details. 
Once confirmed, orders cannot be changed or canceled.


Perishable items may need to be substituted in case of delivery outside Lahore, Pakistan. This will be informed over the phone call.


These are currently available for pickup only, from Cavalry Ground, Lahore, Pakistan.

 

  • Gift Baskets & Hampers:

For deliveries outside Lahore, baskets will be securely packed according to courier requirements. You may need to reassemble them upon receipt.
 

Printing & Handling

As much as we strive to provide the best product and service to clients, we are bound by factors that are beyond our control at times.


We use imported stock paper for cards. Due to coating variability in batches, colour variations may occur in print.


Differences in printer calibrations and paper quality may affect colour consistency.
Since these are handcrafted products, minor inconsistencies in finish and colour variations are part of the handmade charm.


If original materials are unavailable, substitutions with close matches may be made without compromising quality.


For non-personalised items, the order process begins immediately upon booking and cannot be altered once it is confirmed.


Orders pertaining to tailored texts will be finalised and proofread by customers, after which reprinting or changes made will be executed at full price.
 
Thank you for understanding as we work to deliver high-quality products.