Ellena | Luxury Collection | 03

1. How do I know which size to order?

Sizing can vary from brand to brand. For example, a medium in Faiza Saqlain may fit like a small in Afrozeh. To avoid confusion:

• Always check the size guide on each product page.

• If you’re between sizes, we recommend Custom Sizing. Simply turn on the “Customize Size” option in the add-ons section and share your measurements for a tailored fit. This service is completely free.

2. Do you provide Stitched and customization services?

Yes, We offer both stitched and unstitched options.

• Standard Stitching: Choose from Small, Medium, Large, or Extra Large.

• Custom Stitching: Share your measurements at product page for a made-to-measure fit.

• Unstitched: If you’d like to order unstitched, please contact our support team.

3. How long does delivery take?

Delivery timelines depend on the product type:

• • Ready-to-Wear (Pret) (UK): Minimum shipping time: 12-15 days
    

  • International Orders (USA & Other Countries): Minimum shipping time: 17-20 days

4. Do you ship internationally?

Yes, We ship worldwide, including the USA, Canada, Europe, UAE, and Australia. Shipping charges are calculated at checkout and vary by country.

5. What is your return and exchange policy?

• Stitched or Customized items: Since they are tailored to your size, these are not returnable. However, if there is a defect or error from our side, we will make it right. Please review our return policy.

6. Will the dress look exactly like the pictures?

We work hard to ensure the product images are accurate. However:

• Lighting, photography, and screen settings may cause slight color variations.

• Embellishments like sequins or stones may appear more vibrant in real life.
  We guarantee 100% original designer outfits, so quality and design remain true.

7. Are your dresses authentic designer pieces?

Yes ✅ We are authorized stockist of Pakistani designer wear who only stock original collections directly from designers or authorized suppliers. We never deal in replicas or copies.

8. Do you restock sold-out collections?

Most luxury outfits are limited edition, which means once sold out, they may not come back. Some designers do restock popular pieces, so we recommend:

• Joining our waitlist

• Following us on Instagram/Facebook for restock updates

9. What if my dress doesn’t fit after delivery?

• For Stitched Dresses, since it’s made to your measurements, returns are not possible. We recommend double-checking your measurements before placing the order.

10. How do I care for my outfit?

• Always dry clean heavily embroidered or formal dresses.

• Store in a garment bag to protect from dust.

• Avoid hanging heavy bridal dresses as embroidery weight can stretch the fabric fold them carefully instead.

11. Do you sell bridal and wedding wear?

Yes, We carry bridals , wedding formals, and luxury pret from top Pakistani and Indian designers. You can also request custom bridal orders with extended timelines.

12. Can I track my order?

Yes, every order comes with a tracking number. You’ll receive it via email or SMS once your parcel is dispatched. You can contact our customer support team for trackings.

13. Do you have a physical store?

Currently, we operate as an online-only boutique, allowing us to serve a global audience and keep our collections fresh.

14. What if I receive the wrong or damaged item?

Please reach out to us within 48 hours of receiving your parcel with pictures. Our team will verify and make it right for you.

15. Why are Pakistani/Indian clothes more expensive abroad?

Designer clothes are limited edition and handmade, with intricate embroidery, premium fabrics, and import duties. We ensure competitive pricing while guaranteeing 100% originality and quality.

16. Do you offer discounts or promotions?

Yes 🎉 We frequently run promotions on seasonal launches and clearance items. Join our Instagram Broadcast Channel for discounts. Subscribe to our newsletter to stay updated.

17. How do I measure myself for a custom dress?

We provide a measurement guide at product page. Key areas include:

• Bust

• Waist

• Hip

• Shoulder width

• Dress Length
  Our support team can also guide you step by step.

18. Can I cancel my order?

• Orders can be cancelled within 24 hours of placing them. Please review our refund policy. 

• Once processing has started (especially for custom stitching), cancellation may not be possible.

19. Are the colors the same as in the pictures?

We try to display colors as accurately as possible. However, lighting and screen resolutions may cause slight variations. Embellished outfits may also look more vibrant in real life. For your convenience, colors are mentioned in the product description.