Shipping & Return Policy

We hope you are delighted with your Sentiments order. However, if we have fallen short of your expectations, please email your refund request to care@sentimentsexpress.com or contact us on WhatsApp at +92 302 8614034 by:
  • Stating "Refund" in the subject line.
  • Including your order reference number.
  • Clearly explaining the reason for your request.
  • Sharing clear images of the item(s), where applicable.
We are committed to resolving issues as quickly and fairly as possible.
If you are seeking a refund, please contact our Customer Care team before initiating a chargeback with your bank or payment provider.
Chargebacks automatically trigger a formal investigation, which can significantly delay resolution. In most cases, we can resolve your concern faster if you contact us directly. We encourage customers to treat chargebacks as a last resort.
Refunds or Exchanges are applicable when:
  • The ordered item was not delivered.
  • The delivery was delayed beyond the applicable timeline.
  • The item was delivered in a damaged condition.
  • An incorrect item was delivered.
If an incorrect or damaged item is delivered, the customer may choose one of the following:
  • Replacement or exchange
  • Gift voucher equal to the item value
  • Refund equal to the item value only
Refund requests must be made within 24 hours of receiving the order.
Returns & Exchanges
If you would like to request a return or exchange instead of a refund, please email care@sentimentsexpress.com or contact us on WhatsApp at +92 302 8614034 by:
  • Stating "Return/Exchange" in the subject line.
  • Including your order reference number.
  • Clearly explaining the reason for your request.
  • Sharing images of the item(s), where applicable.
Returns or exchanges are applicable when:
  • The non-perishable item is unused, in its original condition and packaging.
  • The request is made within 24 hours of receiving the order.
Please note that perishable products (cakes, flowers, fresh fruit, mithai, etc.) cannot be returned or exchanged.
If your return or exchange request is approved, we will share the next steps by email.
Redelivery Policy
Please ensure that the recipient's name, address, and contact number are correct before placing your order.
Perishable Products
Cakes, flowers, fresh fruit, mithai and other perishable products are freshly prepared or sourced specifically for your order and have a limited shelf life.
If delivery cannot be completed because of incorrect address, recipient unavailability, refusal, or lack of response, Sentiments will not attempt redelivery or offer a refund/replacement for perishable items.
Non-Perishable Products
For non-perishable products, we will make reasonable efforts to arrange redelivery where possible. Additional delivery charges may apply if the failed delivery was due to incorrect information or recipient unavailability.
Delivery Conditions
  • Please ensure someone is available to receive the order during the selected delivery window.
  • Standard delivery timings may vary due to traffic, weather, public holidays or unforeseen circumstances.
  • During peak occasions (Valentine’s Day, Eid, Mother’s Day, Mango Season, etc.), delivery timelines may vary due to high order volumes.
  • Selected products are transported using temperature-controlled packaging and refrigerated vehicles where required.
Quality Guarantee
Every order is important to us. If we make a mistake, we will resolve it fairly through a replacement, exchange, gift card or refund, wherever applicable under this policy.
Our goal is to ensure every customer has a positive experience with Sentiments while maintaining fairness for both customers and partner vendors.
Important Notes
  • Sentiments reserves the right to request photographs or additional information before processing any request.
  • Requests outside this policy may not be approved.
  • Refunds will be processed through the original payment method wherever applicable.
  • This policy may be updated from time to time without prior notice.