Returns & Claims

We want you to be happy with what you receive. This page explains what to do if something arrives damaged, faulty or incorrect, when an order can be cancelled, and how exchanges and refunds work.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us within 48 hours of receiving it and we will put it right.

Please send us:

Your order number
A clear photo or short video of the item showing the problem
A photo of the outer packaging if the parcel itself was damaged in transit

Send this on WhatsApp to +92 326 2366366, email bananaandkale@gmail.com, or message us on Instagram at @bananaandkale. Once we have confirmed the issue we will arrange a replacement, an exchange, or a refund — whichever you prefer and whichever we can fulfil.

If we sent you the wrong item, the return courier is on us. Do not worry about the cost.

Exchanges

Exchanges are accepted within 48 hours of delivery, for items that arrived damaged, faulty or incorrect.

To be eligible, the item must be:

Unworn and in its original condition
Returned with all original packaging

If the replacement you choose costs more than the original, we will send you the balance to pay. If it costs less, we will return the difference to you by bank transfer.

Change of mind

Because our jewellery is worn directly against the skin and on the ears, we are not able to accept returns or exchanges simply because an item is not wanted after delivery. This is for hygiene reasons and it is standard across the industry. Please check the measurements, materials and photographs on the product page before ordering — every product page lists the material, the stone, and the size or length.

If you are unsure about sizing or which piece to choose, message us before you order. We would much rather help you pick the right thing than have you receive the wrong one.

Refunds

Where a refund is agreed, it is issued once we have confirmed the item's condition.

Paid by bank transfer, EasyPaisa or JazzCash: refunded to the same account, normally within 5 to 7 working days.
Paid cash on delivery: refunded by bank transfer. We will ask you for account details so we can send it.

Delivery charges are refunded only where the fault was ours.

Order cancellations

Orders can be cancelled within 2 hours of being placed. After that your order is already being prepared for dispatch and cannot be cancelled.

To cancel, message us on WhatsApp at +92 326 2366366, email bananaandkale@gmail.com, or message @bananaandkale on Instagram with your order number.

Items unavailable at dispatch

If an item in your order turns out to be unavailable, we will remove it and dispatch the rest. You will not be charged for the removed item, and if you have already paid we will refund that amount.

What is not covered

We are not able to accept a claim where the item shows:

Damage caused after delivery, including scratches, bending or breakage from wear
Discolouration caused by contact with bleach, chlorine, perfume, hairspray or household cleaning products
Deliberate damage or attempted alteration
Normal signs of wear on an item that has been worn