Shipping policy

Prepaid orders above Rs. 1,000 ship free. Every other order pays Rs. 250 for shipping.

Shipping charges

Payment method	Order total	Shipping
Prepaid	Above Rs. 1,000	Free
Prepaid	Rs. 1,000 or less	Rs. 250
Cash on delivery	Any amount	Rs. 250 flat

 

Order total means your items' total after discounts, not including shipping. Prepaid means paid online at checkout.

Deposit for cash on delivery orders above Rs. 6,000

Cash on delivery orders with an order total above Rs. 6,000 need an advance deposit before we dispatch them.

We will tell you the deposit amount and how to pay it when we confirm your order. You pay the rest in cash on delivery. If we do not receive the deposit, we will cancel the order.

Where we deliver

We deliver across Pakistan only. We do not ship internationally.

Delivery time

Most orders arrive within 2–4 working days of dispatch. Delivery can take longer during sales, Eid, public holidays or bad weather.

Order confirmation

Before we dispatch your order, we call you or send a WhatsApp message on the phone number you gave at checkout to confirm it. We may also email you. Please make sure your phone number is correct and reachable.

We reserve the right to cancel your order if you do not answer our confirmation call or reply to our WhatsApp message or email. If we cannot reach you after 3 attempts, we will cancel the order.

Delivery attempts

Our courier may call you before delivery, so please keep your phone on. If the courier cannot deliver after 2 attempts, the parcel comes back to us and the order is cancelled. If you paid online or paid a deposit, we refund it minus Rs. 250 for delivery.

Cancelling an order

You can cancel before your order is dispatched. Call or WhatsApp our support team with your order number.

Contact us

We're here for you. Reach our support team Saturday to Thursday, 9:00 AM – 6:00 PM.

•        WhatsApp: +92-320-1110445

•        Phone: +92-300-5703611

•        Email: care@hinz.pk

•        Address: Faisalabad, Pakistan

Exchange policy

You can exchange any item, including sale items, within 7 days of delivery.

Important: if we sent a wrong, defective or damaged item, report it within 48 hours of delivery. After 48 hours, we will not accept a refund or exchange claim for our mistake.

When you can exchange

•        You ask for the exchange within 7 days of delivery.

•        The item is unused, unwashed and undamaged.

•        The original tags, packaging, invoice and accessories are included.

•        Innerwear (vests, briefs, boxers, panties, camisoles, thermals and socks) is unopened and in its original sealed pack.

How to ask

1.     Call or WhatsApp our support team with your order number.

2.     Tell us what you want to exchange and what you want instead.

3.     Send the item back to Hinz once we confirm. We'll share the return address with you.

What you can exchange for

You can exchange for a different size or a different product. Your exchange value is the amount you paid for that item, after discounts and excluding shipping.

•        If the new item's current price is higher, you pay the difference.

•        If the new item's current price is lower, we give you the difference as store credit.

Who pays for the exchange?

You want a change: you ordered the wrong size or item, or changed your mind.

We made a mistake: we sent the wrong size or item, the item is defective, or it was damaged during delivery.

	You want a change	We made a mistake
Sending the item back	You pay the courier	You pay first, and we add that amount to your store credit
Sending the new item	You pay Rs. 250	We pay
Replacement not in stock	Store credit	Your choice of store credit or refund

 

Claims for our mistakes: 48-hour deadline

•        Tell us within 48 hours of delivery. After 48 hours, we will not accept a refund or exchange claim.

•        For damaged or defective items, please share a video that shows the problem. We may decline the claim without it.

For refund details, see our Refund policy.

Store credit

Store credit expires 30 days after we issue it. You can use it on any order, including shipping.

Contact us

We're here for you. Reach our support team Saturday to Thursday, 9:00 AM – 6:00 PM.

•        WhatsApp: +92-320-1110445

•        Phone: +92-300-5703611

•        Email: care@hinz.pk

•        Address: Faisalabad, Pakistan

 

 

Refund policy

We give refunds only in the cases listed below. For anything else, you can exchange the item instead.

Important: report a wrong, defective or damaged item within 48 hours of delivery. After 48 hours, we will not accept a refund or exchange claim for it.

When you get a refund

•        We are unable to fulfil your order.

•        Your order is cancelled before it is dispatched, by you or by us. We refund what you paid online, including any deposit.

•        Your parcel cannot be delivered and comes back to us. We refund what you paid online, including any deposit, minus Rs. 250 for delivery.

•        You receive a wrong, defective or damaged item, report it within 48 hours of delivery, and we cannot replace it.

When you don't get a refund

Ordering the wrong size or item, or changing your mind, is not eligible for a refund. You can exchange it for a different size or product instead. See our Exchange policy.

How you get your refund

You can choose one of these options:

•        Store credit

•        Transfer to your wallet (JazzCash or Easypaisa)

•        Back to your card, if you paid by card

We process your refund within 2–3 working days of receiving the item back or cancelling your order. Card refunds can take longer to show in your account, depending on your bank.

Shipping costs

When the mistake is ours, we return the shipping fee you paid and the cost of sending the item back to us as store credit.

Store credit

Store credit expires 30 days after we issue it. You can use it on any order, including shipping.

Reporting a problem: 48-hour deadline

•        Tell us within 48 hours of delivery. After 48 hours, we will not accept a refund or exchange claim.

•        For damaged or defective items, please share a video that shows the problem. We may decline the refund without it.

•        Send the item back to Hinz once we confirm your claim. We'll share the return address with you. You pay the courier first, and we add that amount to your store credit.

Contact us

We're here for you. Reach our support team Saturday to Thursday, 9:00 AM – 6:00 PM.

•        WhatsApp: +92-320-1110445

•        Phone: +92-300-5703611

•        Email: care@hinz.pk

•        Address: Faisalabad, Pakistan