We want every VALON order to arrive quickly and safely, and to be right for you. This policy explains how we deliver, how payment works, and what to do if you need to return or exchange something.
At a glance
- Delivery to every city in Pakistan, normally in 2–5 working days.
- Free delivery on orders over Rs 3,499. Below that, a flat Rs 250 delivery charge applies.
- Orders are dispatched within 24 hours of confirmation (excluding Sundays and public holidays).
- Cash on delivery available nationwide, plus JazzCash, Easypaisa and bank transfer.
- 30-day returns and exchanges. Damaged or wrong items replaced free.
Order confirmation and processing
- After you place an order, we may call you or send a WhatsApp message to confirm your order and address. Please reply so we can dispatch without delay.
- Orders we cannot confirm after reasonable attempts may be cancelled.
- Confirmed orders are packed and handed to the courier within 24 hours, excluding Sundays and public holidays. During sales and festive seasons, dispatch may take up to 48 hours.
- Need to change your address or items? Message us on WhatsApp before your order is dispatched.
Delivery times and areas
We deliver to all cities and most towns in Pakistan through trusted courier partners.
- Major cities (Lahore, Karachi, Islamabad, Rawalpindi, Gujranwala, Faisalabad and others): usually 2–3 working days.
- Other cities and towns: usually 3–5 working days.
- Remote areas: may take a little longer depending on courier coverage.
Delivery times are estimates from the date of dispatch. Weather, public holidays, strikes or courier delays can occasionally affect them; we’ll keep you updated if that happens.
Delivery charges
- Orders over Rs 3,499: free standard delivery.
- Orders below Rs 3,499: flat Rs 250 delivery charge.
- The exact charge for your order is always shown at checkout before you confirm.
Tracking your order
Once your parcel is shipped, we send your tracking number by WhatsApp and email. You can follow it any time on our Track order page using your order number and phone number.
Payment options
Cash on delivery (COD)
Pay the rider in cash when your parcel arrives. Please keep the exact amount ready. You may check that the outer packaging is sealed and undamaged before paying; if it isn’t, refuse the parcel and contact us straight away.
JazzCash, Easypaisa and bank transfer
Send the payment to the account details shown at checkout and upload the payment screenshot. Your order is dispatched once we have verified the payment. Some payment methods carry an extra discount, which is shown at checkout.
Failed deliveries and refused parcels
- The courier will try to contact you before delivery. Please keep your phone reachable.
- If a parcel can’t be delivered after the courier’s attempts, it is returned to us and the order is cancelled. Contact us to arrange re-delivery.
- Refusing a cash-on-delivery parcel without a valid reason costs us two-way delivery. We may ask for advance payment on future orders from numbers with repeated refusals.
Cancelling an order
You can cancel free of charge any time before your order is dispatched by messaging us on WhatsApp with your order number. Once an order has been dispatched it can no longer be cancelled, but you can return it under the policy below.
Returns and exchanges
If you’re not happy with your purchase, you can return or exchange it within 30 days of delivery.
- Unopened items in their original, sealed packaging can be returned for a refund or exchanged.
- Opened bottles can be exchanged for another scent if the fragrance isn’t right for you, at our discretion, provided most of the bottle is unused.
- Discovery sets and gift sets can be returned only if unopened.
- Items must be returned with all original packaging, boxes and any free gifts included with the order.
Damaged, leaking or wrong items
If your parcel arrives damaged, a bottle is leaking, or you received the wrong product, we’ll replace it free of charge, including delivery.
- Message us on WhatsApp within 48 hours of delivery.
- Share your order number and clear photos of the product and packaging. An unboxing video helps us resolve claims fastest.
- Please keep the item and packaging until your claim is resolved.
How to return an item
- Message us on WhatsApp at +92 315 1182566 with your order number and the reason for the return.
- We’ll confirm whether the item is eligible and share the return address and instructions.
- Pack the item securely in its original packaging and send it through any courier.
- Once we receive and inspect the item, we’ll process your refund or send your exchange.
Return delivery costs are paid by the customer unless the item was damaged, defective or wrong, in which case we cover them.
Refunds
- Approved refunds are issued within 5–7 working days after we receive and inspect the returned item.
- Refunds are paid by bank transfer, JazzCash or Easypaisa. For cash-on-delivery orders, we’ll ask for your account details.
- The original delivery charge is non-refundable, unless the return is due to our error.
- If you paid in advance and we cancel your order (for example, if an item is out of stock), you receive a full refund including delivery.
Contact us
For anything about delivery or returns, WhatsApp us at +92 315 1182566 or email support@valon.pk. We reply Monday to Saturday, 10am – 7pm.