Complaints & Dispute Resolution

How to raise a complaint

If you are unhappy with an order, a delivery, a payment or anything else, tell us and we will deal with it properly. Please include your order number (it starts with ELX) and as much detail as you can.

• WhatsApp or phone: +92 336 3044619
• Email: info@elixirbags.pk
• Hours: Monday to Saturday, 10am to 7pm

How quickly we respond

We acknowledge every complaint within 1 working day of receiving it, and a real person will tell you who is handling it.

We aim to resolve every complaint within 7 working days. If something needs longer, for example because we are waiting on a courier investigation or a bank, we will tell you why and give you a date.

How we resolve things

Depending on what went wrong, resolution may be a replacement, a refund, a redelivery or an explanation and an apology. We will set out clearly what we are offering and why.

Refunds agreed as part of a complaint follow our normal timings: sent to your bank within 2 working days, reaching your account within 7 to 10 working days after that.

If you are still not satisfied

Ask for your complaint to be escalated and it will be reviewed again by the business owner, who will give you a final written answer.

If your complaint is about a card payment, you also have the right to raise it with your card issuer or bank directly. We will cooperate fully with any investigation they open.