This Shipping & Return Policy explains how Bagoya (“we,” “our,” “us”), a Lahore, Pakistan based online store for ladies bags, men’s wallets, and accessories, ships your order, what it costs, how long it takes, and the steps to follow if you need to return, exchange, or request a refund on an item bought from bagoya.com.

This policy works alongside our Terms & Conditions and Privacy Policy. By placing an order with us, you agree to the terms set out below.

• Orders are typically processed and packed within 24–48 hours of confirmation, excluding Sundays and public holidays.
• Cash on Delivery orders are processed once confirmed by phone, SMS, or WhatsApp by our team.
• Prepaid orders (bank transfer, mobile wallet, or card) are processed once payment has been verified.
• During peak sale periods or public holidays, processing may take slightly longer; we will keep you informed if there is any significant delay.

Bagoya delivers nationwide across Pakistan, including Lahore and other major cities such as Karachi, Islamabad, Rawalpindi, Faisalabad, Multan, Peshawar, and beyond. We aim to reach as much of the country as our courier partners’ networks allow.

To get your bag or wallet to you safely and on time, Bagoya works with trusted, established courier and logistics partners across Pakistan, which may include:

• TCS
• Leopards Courier
• PostEx
• Call Courier
• M&P (Muller & Phipps)
• Trax

The specific courier assigned to your order depends on your delivery location and order details, and will be confirmed once your order is dispatched.

These timeframes start from the date your order is dispatched, not the date it was placed, and are estimates rather than guarantees. Actual delivery time can be affected by courier workload, weather, public holidays, or circumstances beyond our control.

• Delivery charges are calculated based on your location and order value, and are displayed clearly at checkout before you confirm your order — there are no hidden delivery fees.
• Bagoya may offer free delivery on orders above a certain value, or during special promotions; any such offer will be clearly stated on the Site at the time.
• Delivery charges are non-refundable for change-of-mind returns, but are fully refunded if the order is cancelled before dispatch or if the item received is defective, damaged, or incorrect.

• Once your order is dispatched, you will receive a tracking number and/or courier details via SMS, WhatsApp, or email.
• You can track your order’s status directly through the courier partner’s tracking page using the tracking number provided.
• If you face any difficulty tracking your order, our customer support team is happy to check the status for you.

• For Cash on Delivery (COD) orders, please keep the exact or close amount ready in cash for the courier rider at the time of delivery.
• Please ensure your phone number is reachable around your expected delivery window, as couriers typically call before attempting delivery.
• If you are unavailable at the first delivery attempt, the courier will generally make further attempts before returning the parcel to us.

• If a delivery cannot be completed after reasonable attempts, due to an unreachable customer, incorrect address, or refusal of a correctly fulfilled order, the parcel will be returned to Bagoya.
• For prepaid orders returned as undeliverable through no fault of Bagoya, a refund will be issued minus any delivery charges already incurred.
• Customers with a pattern of repeated failed or refused deliveries may be asked to pay in advance for future orders, as outlined in our Terms & Conditions.

At this time, Bagoya ships only within Pakistan. We do not currently offer international shipping. If this changes in the future, this policy will be updated to reflect international shipping rates, timelines, and customs information.

• Items can be returned or exchanged within 3 days of the delivery date.
• To be eligible, the item must be unused, unwashed, undamaged, and returned with all original tags, packaging, dust bag, and invoice/receipt.
• Items showing signs of use, alteration, stains, odours, or damage caused after delivery are not eligible for return.
• Proof of purchase (order number, invoice, or confirmation message) is required for all returns and exchanges.

The following are generally not eligible for return or exchange, unless the item arrived damaged or defective:

• Items marked as “Final Sale,” “Clearance,” or “Non-Returnable” on the product page
• Items purchased during specific clearance or liquidation promotions, where stated
• Items that have been used, damaged, or altered by the customer after delivery
• Gift cards or store credit vouchers, where applicable

1. Contact our customer support team via WhatsApp, email, or phone within 3 days of delivery, with your order number and reason for return.
2. If the item is damaged, defective, or incorrect, please include clear photos of the item and packaging.
3. Our team will confirm whether the item is eligible and share pickup or return shipping instructions.
4. Pack the item securely in its original packaging with tags and invoice included, and hand it over to the assigned courier or drop-off point as instructed.
5. Once we receive and inspect the returned item, we will confirm your refund, exchange, or store credit.

• Refunds are processed only after the returned item has been received and inspected by our team.
• For prepaid orders, refunds are issued to the original payment method, or via bank transfer/mobile wallet where direct reversal is not possible.
• For Cash on Delivery orders, refunds are issued via bank transfer or mobile wallet (JazzCash/Easypaisa) to the account details you provide.
• Refunds are typically processed within 5–10 business days of the returned item being received, though bank or wallet processing times may add a few additional days.
• As an alternative to a refund, you may choose store credit or a direct exchange, where agreed with our support team.

• If you’d like a different size, colour, or style, contact our support team within the 3-day return window with your order number and exchange request.
• Exchanges are subject to availability of the requested item; if unavailable, we will offer a refund or store credit instead.
• Any price difference between the original and exchanged item will be charged or refunded accordingly.
• The exchanged item must meet the same return eligibility criteria as outlined in Section 11.

• We carefully quality-check every bag and wallet before dispatch, but if you receive an item that is damaged, defective, or different from what you ordered, please contact us within 3 days of delivery.
• Share your order number along with clear photos of the item, its packaging, and any visible defect or discrepancy.
• Once verified, we will arrange a free replacement, exchange, or full refund, including any delivery and return shipping charges, at no cost to you.
• We recommend inspecting your order as soon as it arrives so any issue can be reported promptly within the eligible window.

You can request to cancel your order free of charge at any point before it has been dispatched, by contacting our customer support team as soon as possible. Once an order has been picked up by the courier, it can no longer be cancelled, but may be returned under the terms of this policy once delivered.

For any questions about shipping, tracking, returns, exchanges, or refunds, our customer support team is here to help:

Quick, direct answers to the shipping and return questions customers ask most often.