Exchange & Return Policy

Every Zorva pair is checked before it leaves our Lahore warehouse. If something isn't right, here is exactly how we fix it.

1. Open parcel — check before you pay

Every Zorva parcel can be opened in front of the rider. Check your shoes before you pay. If the article is not what our photos and videos show, you can refuse the parcel. Please call or WhatsApp 0347 9777776 straight away so we can sort it out.

2. Size exchange — within 7 days

You can exchange for a different size within 7 days of delivery.

  • We delivered the wrong size: the exchange is completely free. We send you a reverse-shipment slip and cover the courier both ways.
  • You received the size you ordered and want another size: we send you a reverse-shipment slip at a low charge, well below normal courier rates. We confirm the exact amount when you contact us.

To start an exchange, call or WhatsApp 0339 0146179 with your order number. Drop the parcel at the courier centre named on the slip, or bring it to our Defence Road warehouse.

3. Damaged, defective or wrong item — tell us within 48 hours

If your order arrives damaged, defective or is not the item you ordered, contact us within 48 hours of delivery on 0347 9777776 with:

  • your order number, and
  • a complete, uncut unboxing video from the sealed parcel onwards. The video is required for every damage, defect or wrong-item claim.

Once we confirm the problem, we replace the item or refund you.

4. Returns and refunds

Refunds are made for damaged, defective or wrong items, or when the item does not match our photos and videos. Refunds are processed within 10–12 working days after we receive and check the returned item, to your original payment method or to the bank account or wallet you give us.

5. Rs. 500 order-confirmation advance

Every cash-on-delivery order is confirmed with a Rs. 500 advance, which is deducted from the amount you pay the rider. If your order is refunded under section 3 or 4, the Rs. 500 advance is refunded with it.

6. Conditions

  • Items must be unworn, unwashed and unaltered, in the original box with all tags.
  • Sale, clearance and custom-made items cannot be exchanged or returned, except for damage, defects or a wrong item.
  • Items sent back without contacting us first cannot be accepted.

7. Warranty

Manufacturing defects are covered for 30 days under our Warranty Policy.

Contact: 0347 9777776 (calls and WhatsApp) · Exchanges and warehouse: 0339 0146179 · info@zorva.com.pk · Mon–Sat, 10 AM – 9 PM

Force Majeure

Zorva shall not be held liable or deemed in breach of these terms for any delay, interruption or failure in performing any of its obligations — including order confirmation, processing, dispatch, delivery, exchange, return, refund, repair, warranty service or customer support — where such delay or failure is caused by an event or circumstance beyond our reasonable control (a “Force Majeure Event”).

Force Majeure Events include, but are not limited to:

  • natural disasters and acts of God, including floods, heavy rain, storms, earthquakes, fire and extreme weather;
  • epidemics, pandemics and public-health emergencies;
  • war, terrorism, riots, civil unrest, protests, strikes, road blockades, sit-ins, curfews and lockdowns;
  • any law, order, restriction or action of a government, court, regulator or other authority, including changes in taxes, duties or import and export rules;
  • failure, delay, suspension, loss or mishandling by courier, logistics, transport or postal partners, including courier network breakdowns and service closures;
  • failure or interruption of electricity, internet, mobile networks, banking or payment systems, website hosting or any other third-party platform or service provider;
  • shortages or delays of leather, materials, components, labour or supplies, or any disruption at our suppliers, workshop or warehouse;
  • cyber-attacks, hacking, system or technical failures; and
  • any other event or circumstance beyond our reasonable control.

While a Force Majeure Event continues, our affected obligations are suspended, and any delivery, exchange, return, refund, repair or warranty timeline is extended by the length of the delay it causes. We will make reasonable efforts to keep you informed and to complete your order or request as soon as circumstances allow.

If a Force Majeure Event prevents us from fulfilling an order within a reasonable time, we may cancel the order. Any amount you have paid in advance for that order will then be refunded to you or, if you prefer, adjusted against a future order. Beyond this, Zorva shall not be liable for any loss, damage, cost or compensation arising from delays or cancellations caused by a Force Majeure Event.

Nothing in this clause limits any right you have under applicable law that cannot be excluded.