Frequently Asked Questions

Orders & Payments

1. How can I place an order?
You can shop directly from our website by selecting your product, size, and adding it to your cart. Proceed to checkout, fill in your delivery details, and confirm your order.

2. Do I need an account to order?
No, you can order as a guest. But creating an account makes it easier to track orders, save delivery details, and manage exchanges.

3. What payment methods do you accept?

  • Within Pakistan: Cash on Delivery (COD), Debit/Credit Cards, Bank Transfer, Easy Paisa/Jazz cash

  • International: Debit/Credit Cards only.

4. Can I cancel or change my order?
Orders can only be changed or canceled before dispatch. Once shipped, no changes are possible. If any order is customized and payment has been given, then it cannot be changed.

Shipping & Delivery

5. How long does delivery take?

  • Within Pakistan: 3–7 working days after confirmation.

  • International: 7–14 working days (depending on country).

6. Do you offer free shipping?
We offer free shipping within Pakistan on orders above PKR 25,000 International shipping charges depend on destination and weight.

7. How do I track my order?
Once dispatched, you’ll receive a tracking ID by SMS or email. You can use this to track your package on the courier’s website.

Products & Sizing

8. How do I know what size to order?
We provide a size guide on every product page. If you’re unsure, we recommend checking your measurements against our guide.

9. Are your products true to size?
Yes, our clothing follows standard sizing. For a looser or tighter fit, choose a size up or down as per your preference.

10. What if the size doesn’t fit me?
We offer exchanges for size issues (subject to availability). Please refer to our Return & Exchange Policy for details.

Returns & Exchanges

11. What is your return/exchange policy?

  • Returns/exchanges are accepted within 10 days of delivery if the product is unused, unwashed, and in original condition.

  • Sale/discounted items may not be eligible for return.

  • If you receive a defective, damaged, or incorrect product, please contact our Customer Care team within 48 hours of delivery. We will verify the issue and arrange a replacement.

12. How do I request an exchange?
Contact our Customer Care team with your order number and reason for exchange. We’ll guide you through the process.

Product Care

13. How should I wash and care for my clothes?

  • Wash similar colors together.

  • Use mild detergent.

  • Hand wash or gentle machine wash is recommended.

  • Do not bleach.

  • Iron at low to medium heat.
    Specific care instructions are included on the product tag.

Brand & Collection

14. Where are your clothes made?
All our clothes are designed and made in Pakistan with a focus on quality fabrics and modern tailoring.

15. Do you restock sold out items?
Yes, we occasionally restock. You can sign up for restock alerts on the product page or follow us on social media for updates.

16. Do you take custom orders?

Yes, we do! You can place a custom order by contacting our Customer Care team. Depending on the design, fabric availability, and sizing, we’ll confirm timelines and pricing before proceeding.

Customer Support

17. How do I contact you?
You can reach us at:

  • Email: ellabygulenoor@gmail.com

  • Phone/WhatsApp: +92 337 0331234

  • Business Hours: 10am – 7pm

18. Do you have a physical store?
Yes, we do! You can visit our store at:
Bukhari Commercial
Timings: 11am – 9pm

We’d love to welcome you in person so you can experience our collections firsthand.