1. Orders & Payments
How can I place my order?
All orders must be placed exclusively through ferel.co. Once your order has been submitted, you will receive an email confirmation.
What payment methods do you accept?
We accept major credit and debit cards, including VISA, Mastercard, and American Express.
Will I receive an invoice for my order?
Yes. Your official invoice will be attached to your shipping confirmation email.
What happens if my order cannot be fulfilled?
If we are unable to fulfil your order, we will notify you immediately. If payment has already been processed, we will issue a refund to your original payment method. An alternative refund method may be used with your consent at no additional cost.
2. Shipping & Delivery
Do you offer worldwide shipping?
Yes, Ferel offers worldwide delivery.
How long does delivery take?
Due to the handcrafted nature of our pieces, please allow 7–21 days for shipping. International orders may take up to 2–3 weeks, depending on customs clearance in the destination country.
How are shipping charges calculated?
Shipping charges are calculated at checkout based on your location and the weight of your order. All applicable shipping charges are displayed before you complete your purchase.
Are customs duties and taxes included in the product prices?
Prices on ferel.co exclude local sales taxes, import duties, and delivery fees. Any applicable taxes or customs duties for your destination country will be calculated at checkout. All duties and customs charges at the destination country are the customer's responsibility.
How can I track my order?
Your order confirmation and shipping updates will be sent to your email.
3. Returns, Repairs & Replacements
Can I return or exchange my order?
Ferel is a slow-fashion brand offering limited collections, with garments individually handcrafted using traditional techniques. For this reason, we do not offer refunds, returns, or exchanges for change of mind or sizing issues.
However, if your order arrives with a manufacturing defect or workmanship issue, please contact us at ayesha@ferel.co with your order number and clear photographs of the issue.
What should I do if my order arrives with a manufacturing defect or workmanship issue?
Once your request has been approved, the defective item must be returned to Ferel for inspection. If the issue is confirmed, we will repair or replace the item and ship the corrected piece back to you at no additional charge.
The cost of shipping the item back to Ferel is the customer's responsibility.
What is the deadline for returning a defective item?
For approved requests, the item must reach us within the following timeframes:
- Orders within Pakistan: Within 7 days of the delivery date.
- International orders: Within 14 days of the delivery date.
Which items are eligible for repair or replacement?
Our repair and replacement policy applies only to manufacturing defects or workmanship issues. Items damaged through wear, improper care, alterations, misuse, or normal wear and tear are not eligible for repair or replacement.
4. Products & Sizing
Do you offer customised orders and sizing?
Yes, we offer size customisation for customers whose measurements fall outside our standard size chart. Please email us your measurements within 48 hours of placing your order so we can discuss your requirements and tailor the piece accordingly.
Customisation is limited to sizing and does not include changes to the colour, design, or cut. Requests received after this period may result in delays to your order, for which Ferel cannot be held responsible.
How do I choose the right size?
Please refer to the size charts and measurements provided on each product page. These are approximate guidelines to help you find the right fit. Actual garment measurements may vary slightly depending on the fabric and manufacturing process.
Will the product colour look exactly like the pictures?
We make every effort to display true product colours and fabric details. However, actual colours may vary depending on your display screen, and exact colour representation cannot be guaranteed.
Are FEREL garments handmade?
Yes. Every Ferel garment is individually handcrafted using traditional techniques and requires time and skilled craftsmanship to produce.
5. About Ferel
Do you have a physical store?
FEREL is currently an online-only brand, and all orders are placed through ferel.co. We strive to capture the details of each piece through our product photography so customers can get a clear understanding of the garment before making a purchase.
How can I contact Ferel?
For assistance with an order, a manufacturing defect, or any other enquiries, please email ayesha@ferel.co.