PLEASE READ THESE TERMS OF USE (“AGREEMENT” OR “TERMS OF USE”) CAREFULLY BEFORE USING THE WEBSITE AND SERVICES OFFERED BY EMPRESS CLOTHING. THIS AGREEMENT SETS FORTH THE LEGALLY BINDING TERMS AND CONDITIONS FOR YOUR USE OF THE WEBSITE AT WWW.EMPRESS-CLOTHING.COM (THE “SITE”) AND ALL SERVICES PROVIDED BY EMPRESS ON THE SITE.

By using the Site in any manner, including but not limited to visiting or browsing the Site, you (the “user” or “you”) agree to be bound by this Agreement, including those additional terms and conditions and policies referenced herein and/or available by hyperlink. This Agreement applies to all users of the Site.

Order Cancellation, Refunds & Processing

ORDER REFUND/CANCELLATION:

If you wish to cancel an order or want a refund, please drop an e-mail to info@empress-clothing.com within 24 hours of order confirmation.

Please note a 25% restocking fees will be deducted for all cancellations done after 24 hrs. There is no fees for all cancellations done within 24 hours of placing the order. You have an option for going in for the "Goodwill Credit Refund" in which you shall receive a Purchase Coupon for your next purchase from our store of your paid amount price + USD $10 EXTRA, thus enabling you to go in for a purchase for a higher priced item from our online store. The "Goodwill Credit Refund" can be used one time and has lifetime validity !!

If you cancel your order before it has been shipped, you will be assessed a 25% cancellation fee before credit is issued. If you cancel your order after it has been shipped, please follow our Return Policies and Procedures. Any cancellations after an order is shipped are treated as a Return with all applicable fees.

At Empress Clothing, we strive for 100% customer satisfaction and provide the best shopping experience. We give a personalized support to our customers to make sure that the product is processed as per their requirement. However, we understand that sometimes the product you ordered might not appeal to you once you receive it and you would want to return it. Since we want our customers to be fully satisfied with their purchase, we strongly advise you to review the following reasons that DO NOT qualify for a return.

Custom Stitched Outfits & Standard Readymade Outfits

Every outfit is individually created and made to fit perfectly in accordance with the measurements/instructions provided by the customer upon order. Our tailoring department stitches all outfits to perfection according to the given measurements and the end-product is thoroughly inspected to make sure that the outfit has been tailored as per the given measurements. As such, ill-fitting is NOT a reason for return as it is the sole responsibility of the customer to provide accurate measurements. In case of any tailoring issues, we shall NOT be liable to refund or exchange any readymade or custom stitched outfit under any circumstances.

Each dress is meticulously tailored according to the size provided by the customer, which may result in slight variations. We understand that these differences can occur due to the unique nature of custom-made garments. Additionally, please note that the dress may appear slightly different from the images provided on our website due to the tailoring process.

If at all you require any alteration to your outfit after delivery, please get the desired alternations done from your local seamstress as it's the easiest way to fix the issue without the hassles of a return. Sending the product back to us for further alterations is not only time-consuming but also incurs extra charges at your end.

Pakistani Products:

At Empress Clothing, we strive to provide you with high-quality Pakistani suits from reputable brands. However, we understand that there may be instances where you need to return or exchange a product. Please carefully review our return/refund policy before making a purchase.

Eligibility for Returns/Refunds:

1. Incorrect or Damaged Product: If you receive a product that is incorrect or completely damaged, you are eligible for a return or refund. if Minor damage, we will exchange it. You have to send it to us we will check and if it damage is approved we will exchange it and send it to you.

Non-Eligible for Returns/Refunds:

1. Differences in Accessories: Any additional accessories such as tassels, hangings, frills, buttons, or embroidery patches shown in the model images but not included in the product package are for display purposes only and are not considered grounds for a return or refund.
2. Neckline Depth: Deep front and back necklines shown in the model images will be stitched with a standard modest depth. Differences in neckline depth from the model images are not eligible for returns or refunds.
3. Color Variations: Due to lighting conditions during photoshoots, the color shades of the product may appear slightly different from the model images. Minor color variations are not considered grounds for a return or refund.

Please note that Empress Clothing can only provide the products as per the content specified by the brand and not according to their photoshoots or model images. We guarantee 100% original branded dresses, but there may be slight differences between your stitched outfit and the model pictures due to the reasons mentioned above.

If you have any further questions or concerns, please contact our customer support team.

Arranged Products

If you have purchased products from a website but they were arranged or acquired outside of the website's official channels, it's likely that the website's return policy may not apply to those products. Return policies typically cover purchases made of website’s product catalogs only.

Purchases During Sales

During sale and offer periods, or for products bought within a sale, refunds, returns, and cancellations are not available. All sales are final.

Product Care & Manufacturing Defects

In order to keep your product in the best condition after usage, we strongly recommend Dry Cleaning. It's important to note that the garments are completely hand-made using complex procedure of dyeing, surface ornamentation & stitching. Any irregularities within product style may arise which adds to their inherent uniqueness. Therefore, owing to complex procedures of natural over dyeing and surface treatments, some colors might run and some fabric might shrink upon Dry Cleaning. 

Courier/Shipping Related Issues

At Empress Clothing, we want to ensure complete transparency regarding our policies for courier-related situations. Please review our policy carefully before placing your order.

## Non-Refundable Situations

Empress Clothing cannot process refunds in the following courier-related circumstances:

1. Parcels stuck at customs
2. Packages held by courier companies
3. Returns due to incorrect delivery address provided by customer
4. Undelivered packages due to recipient unavailability
5. Parcels lost or misplaced by courier company
6. Delivery delays due to courier company issues
7. Any other courier-related complications

## Important Notes:

- Once a package is handed over to the courier company, any issues that arise fall outside Empress Clothing's control
- Customers are responsible for providing accurate delivery information
- We recommend regularly tracking your package using the provided tracking number
- Keep your contact information updated to avoid delivery complications
- Our customer support team can assist with tracking and courier coordination, but cannot process refunds for above situations

## Customer Responsibility:

By placing an order with Empress Clothing, you acknowledge and accept these terms regarding courier-related issues. We encourage customers to:

- Verify delivery address before checkout
- Ensure someone is available to receive the package
- Monitor tracking information regularly
- Keep contact details updated
- Respond promptly to delivery attempts

For any questions or assistance with tracking your package, please contact our customer support team.

Damages during transit

Before the product leaves our warehouse and reaches the shipping facility, it is thoroughly inspected for any defects or errors. The product is packaged in a way that it reaches you in an excellent condition. If at all a damage occurs to the product while in transit because of the shipping/courier agency, then we shall not be responsible for the same as it's completely out of our control to monitor how perfectly the product is delivered to your doorstep.

"We value our customers and make constant efforts to provide an excellent shopping experience. Since returning an item is a time-consuming and a complicated process, we advise all our customers to make up their minds thoroughly before placing an order. If you have any questions regarding any item before placing an order, please feel free to get in touch with us to avoid any hassles in the future. We really appreciate all our customers giving us the opportunity to serve them; we value your time & money and our team at Empress Clothing is always working hard to make the shopping experience as pleasant as possible."

- Empress Clothing Team

COLOR & DESCRIPTION DISCLAIMER

The details of the products or product specifications (for instance weight, color, handwork details, size, etc.) quoted with the product displays are only approximate values.
There may be minor variations in color of the actual product because of the nature of fabric dyes, weather at the time of dying and differences in display output due to lighting and digital photography and color settings and capabilities of monitors.
A customer must place an order keeping in mind this minor variation in color as seen on a computer screen against the actual color of the outfit received.
It is practically impossible for us to replicate the same colors on an outfit as seen on your monitor. A variation in the shade selected by you is considered as a normal practice as these garments have a tendency to reflect different shades of a color under different light and weather, type of camera used for photography or type and settings on the computer monitor.
We wish to clarify and ascertain that every customer who orders any outfit from empress-clothing.com is aware of this genuine problem.

While ordering on the internet, we suggest that customers should be extra careful of following:

1. Red, maroon and orange colors have a higher tendency to reflect a different shade than other colors
2. Many a time green and blue shades also overlap. same is the case with off-white, white and cream colors.
3. Sea Green color sometimes looks Aqua blue and the other way around.
4. Some fabrics like raw silk, khadi silk, cotton silk, south cotton, brocade have a textured effect where we can see the weaving & threads are visible in different directions which are an inherent characteristic or feature of that fabric and proof of its authenticity. These are not defects. This raw finish is the beauty of these fabrics

Beads and Sequences Missing or Coming off

We believe that customers who are ordering items with sequence and other beaded embroidery are aware of the fact that these shiny embellishments have a tendency to come off. Even with the best of handling and care, this cannot be avoided altogether. Many a time during strict physical checking at the customs during transit, more than usual sequences and wear the dress and in few hours you might lose some of them.

Customer not available at time of delivery.

If the courier company has made 3 attempts to deliver your package and you were not available to accept/receive the package then the courier company will abandon or destroy the shipment at their destination. However we recommend you to contact the local courier office along with your tracking number for an alternate delivery instruction. Please be aware that once the courier company destroys or abandons your shipment, we will not be responsible for not fulfilling the order.