1. Orders & Payments

    Q: What payment methods do you accept?
    A: We currently accept Cash on Delivery (COD) and Direct Bank Transfer. We do not offer card payments at this time.

    Q: How do I pay using Direct Bank Transfer?
    A: At checkout, select “Direct Bank Transfer” and follow the instructions. After making the payment, send us the payment proof via email or WhatsApp for verification.

    Q: Can I cancel my order?
    A: Yes, you can cancel your order within 24 hours of placing it. If you paid via Bank Transfer, the amount will be refunded to your bank account. COD orders cannot be refunded.

    Q: Do you offer refunds?
    A: Refunds are only available for orders completed via Bank Transfer and only if the amount has already been transferred to our account. COD orders are not eligible for refunds, but you can opt for an exchange.

    2. Shipping & Delivery

    Q: How long will it take to receive my order?
    A: Delivery times vary based on the type of order:

    Unstitched fabric: Delivered within 3–5 working days.

    Custom-stitched and made-to-order dresses: Delivery time will vary depending on the design, fabric availability, and production schedule. Our team will provide an estimated delivery timeframe at the time of order confirmation.

    Q: Do you offer international shipping?
    A: Currently, we only deliver within Pakistan. International shipping options will be available soon.

    Q: How can I track my order?
    A: Once your order is shipped, you will receive a tracking link via email or SMS.

    3. Returns & Exchanges

    Q: Can I return or exchange my order?
    A: Yes, we offer both returns and exchanges within 7 days of delivery, provided the item is unused, in original condition, and with its packaging.

    Q: How do I request a return or exchange?
    A: Contact our customer support via email or WhatsApp with your order number and reason for return/exchange. Our team will guide you through the process.

    Q: Are sale items eligible for return or exchange?
    A: No, items purchased during a sale are final sale and cannot be exchanged or returned.

    4. Account & Support

    Q: I didn’t receive an email to set up my password. What should I do?
    A: Please check your spam/junk folder. If you still don’t see it, contact our support team, and we’ll assist you.

    Q: How can I contact customer support?
    A: You can reach us via:
    📧 Email: support@lumaatunnoor.com
    📞 WhatsApp: +923434422487

    Q: Do I need an account to place an order?
    A: No, you can checkout as a guest. However, creating an account allows you to track your orders and receive exclusive offers.