Customer Complaint Policy
At Excel Shoes, your satisfaction is our top priority. If you face any issue with your online order, we are here to help.
How to File a Complaint
You can register your complaint through:
- WhatsApp: 0309-2588955
- Facebook / Instagram Inbox
- Helpline: 0309-2588955
What Issues Can Be Reported?
- Wrong or defective product received
- Size or color mismatch
- Late or missed delivery
- Payment or order issues
Our Process
- Acknowledgement – We will confirm receipt of your complaint within 24 hours.
- Investigation – Our team will review your order details and may request photos/videos if needed.
- Resolution – Depending on the case, we will offer:
- Exchange of product
- Refund (as per Return & Refund Policy)
- Re-shipment of order
- Closure – You will be informed once the issue is resolved.
Resolution Timeline
- Acknowledgement: Within 24 hours
- Investigation: Within 3 working days
- Final Resolution: Within 5–7 working days (courier dependent)
Your Rights
- Correct product as per your order
- Replacement or refund if article is wrong or defective
- Transparent updates until resolution
💬 For assistance, please contact us at:
📞 0309-2588955| 📱 WhatsApp: 0309-2588955| ✉️ Email: csr@excelstores.pk