Order Cancellation Policy

How to request an order cancellation

To request an order cancellation, please email us the order number with product name, original proof of purchase receipt and issue at wecare@uycollection.com, and our customer care agent will get in touch with you. Alternatively, you can call us on +92 308 6596756 from Monday to Saturday between 10:00 am – 6:00 pm (Pakistan Standard Time). If your case involves returning an item you've already received, it should be sent back to us within 7 working days of receiving your order (see our Returns & Exchanges policy for return-specific timelines).

Eligibility criteria for order cancellation

  • Ready to ship: any order in the ready-to-ship category, regardless of payment method (COD/Bank Deposit/Credit Card), cannot be cancelled after order confirmation.
  • Unpaid COD order: if it's an unpaid COD order and the customer requests cancellation, it will be cancelled without question, provided it hasn't shipped from the UYC warehouse.
  • Paid orders: can be cancelled for any reason if reported within 48 hours of order confirmation.
  • Paid made-to-order: cancellation requested after 48 hours of order confirmation incurs a 35% charge on the order value to cover labour, production and resources payable to partner brands. If cancellation is requested once the order has completed production, or is in the final stages of production or received in our warehouse, UYC deducts 60% of the paid amount to cover production, labour and resources.
  • Order delay by brand: if a designer's delivery is delayed and the customer has been pre-informed by UYC via SMS, email or UYC's/the designer's social media channels, the customer may request cancellation within 24–48 hours of that notice.

Non-eligibility criteria for order cancellation

UYC holds the right to charge cancellation fees if cancellations are reported after 48 hours.

  • Cancelling a customised/made-to-order outfit for serious and genuine reasons after this period incurs a 35% deduction of the total purchase, covering production, labour and machinery costs paid to the designer and partner brand.
  • UYC charges a 15–20% fee of the total article amount where "change of mind" is given as the reason for cancelling a made-to-order outfit.
  • If bank deposit is chosen as the payment method, the customer must clear the pending balance within 7 business days, or the order is automatically cancelled.
  • Once an order is "Received at UYC Warehouse" with 60% of the amount paid, UYC will contact the customer to clear the balance within 72 hours. If the customer fails to pay within this time, UYC may hold the inventory for a period before cancelling the order and shipping it back to the brand.
  • Product pictures shared for made-to-order items are for quality assurance only; UYC will only action alterations requested at this stage. The order cannot be cancelled, refunded or replaced at this point, as it is a custom-made product already produced and delivered to us by the brand against your order number.
  • UYC always notifies customers by email of any change in delivery date from the brand's/designer's/vendor's end. UYC holds no responsibility for a brand's/designer's/vendor's production capacity or speed; once notified, a cancellation request can be made within 48 hours of that notice, or via any of our social media channels.

Custom Order & curated pieces — final sale

Custom Order (bespoke, hand-embellished) pieces and curated designer pieces that we source or arrange specifically for you are made or procured exclusively for your order and cannot be resold. These are final sale: not eligible for return, exchange or refund.

Return Shipping & Change of Mind

If your order is eligible for a return once delivered, please note: return shipping costs are the customer's responsibility — UYC does not cover the cost of shipping a returned item back to us. Change of mind, buyer's remorse or "no longer needed" is not accepted as a valid reason for a return. Returns must be initiated within 7 working days of delivery — see our Returns & Exchanges policy for full details.

For assistance

Call/WhatsApp: +92 308 6596756
Email: wecare@uycollection.com