Customer Care
Returns & Refunds
We want you to love every piece. If something isn’t right, we’ll make it right.
Last updated: October 2026
Our promise
If your order arrives damaged, defective, incorrect or incomplete, we will replace it or refund you at no extra cost.
Reporting an issue
- Contact us within 7 days of delivery on WhatsApp +92 332 3331330.
- Share your order number and clear photos or a short video of the item and packaging.
- We aim to reply within 24 hours (working days).
Exchanges
Need a different size or colour? Clothing and accessories can be exchanged within 7 days of delivery, subject to stock, provided the item is unused, unwashed and in its original packaging with tags attached. Delivery charges for change-of-mind exchanges are paid by the customer.
Items we can’t accept back
For hygiene and safety reasons, the following can only be returned if they arrive damaged, defective or incorrect:
- Feeding items — bottles, feeders, spoons, pacifiers and teethers — once opened
- Baby care and grooming items once opened or used
- Items that have been worn, washed, damaged after delivery or are missing original packaging
- Sale or clearance items, unless faulty
Refunds
| Situation | What happens |
|---|---|
| Damaged, defective, wrong or missing item | Free replacement, or full refund including delivery charges |
| Item out of stock for exchange | Full refund of the item price |
| Order refused at the door (Cash on Delivery) | Not eligible for future COD orders |
Approved refunds are sent by bank transfer or mobile wallet (JazzCash / Easypaisa) within 5–7 working days after we receive and inspect the item.
Cancellations
You can cancel any order free of charge before it is dispatched — just message us on WhatsApp. Once dispatched, the order is treated as a return.
Message us on WhatsApp +92 332 3331330 or email info@hlmcreation.com. We’re happy to help.