Shipping policy

Effective Date: 21 September 2026

Welcome to Legacy By M.

We are committed to delivering your orders safely and efficiently. This Shipping Policy explains our delivery coverage, shipping charges, delivery timelines, order confirmation process, Cash on Delivery (COD) terms, shipment tracking, delayed/lost/damaged parcels, custom-order delivery, and international shipping.

By placing an order through https://legacybym.com/, you acknowledge and agree to the shipping terms described below.

1. Delivery Coverage

Legacy By M currently provides delivery services within Pakistan through our designated delivery partner, PostEx, subject to service availability in the customer's location.

Our current delivery network covers the cities, towns, and areas listed below.

Approved Delivery Areas

Our current approved delivery coverage includes:

Major Cities & Areas

Lahore
Karachi
Islamabad
Rawalpindi
Sukkur
Kasur
Sheikhupura
Peshawar
Quetta
Hyderabad
Sahiwal
Multan
Sargodha
Sialkot
Gujranwala
Jhelum
Mirpur (AJK)
Abbottabad
Bahawalpur
Faisalabad
Dera Ismail Khan
Gwadar
Turbat
Dera Ghazi Khan
Hafizabad
Mandi Bahauddin
Phool Nagar
Rahim Yar Khan
Okara
Sadiqabad
Mianwali
Layyah
Depalpur
Toba Tek Singh
Vehari
Lala Musa
Kohat
Bagh (AJK)
Gujrat
Kot Addu
Hassan Abdal
Attock
Wah Cantt
Gilgit
Jaranwala
Bahawalnagar
Fort Abbas
Mian Channu
Gojra
Gujar Khan
Bhai Pheru
Jhang
Mirpur Khas
Muridke
Muzaffargarh
Tank
Khanewal
Shakargarh
Pind Dadan Khan
Narowal
Murree
Pakpattan
Bhakkar
Rawalakot (AJK)
Burewala
Kamoke
Hattar
Khanpur
Chichawatni
Haripur
Nawabshah
Swabi
Chakwal
Muzaffarabad (AJK)
Deharki
Mardan
Tandlianwala
Nowshera
Haroonabad
Jacobabad
Shikarpur
Larkana
Kamalia
Kharian
Ghotki
Thatta
Bannu
Nankana Sahib
Khushab
Kotli (AJK)
60 Mil
Abdul Hakeem
Adda Zakheera
Adda Badiana
Adda Johal
Adda Sheikh Wahan
Adda Siraj
Adilpur
Afzalpur (AJK)
Agra
Agro Raho
Ahmedpur East
Ahmedpur Sial
Ahsan Pur
Ajnawala
Akal Ghar
Akhtar Abad
Akora Khattak
Ali Murad Jamali
Alipur Chatha
Alipur
Allah Abad
Amangarh
Arifwala
Awaran
Ayubia
Babarloi
Badah
Badin
Baddomalhi
Baffa
Bhagtanwala
Bahtar More
Baig Pur
Bajaur Agency
Balakot
Balambat
Bara Market
Bhara Kahu
Barnala (AJK)
Barikot
Barkhan
Bashaam
Basharat
Basia
Basirpur
Basti Malook
Battagram
Batkhela
Battal
Berja / Jhandala
Berote
Bewal
Bhaddana
Bhagwal
Bhali Dino Kaka
Bhalwaal
Bhan Sayedabad
Bhathroi
Bhaun
Bhera
Bhikki
Bhimber (AJK)
Bhitt Shah
Bhowana
Bhucheri
Bhudio Kamrani
Bhudo Khan Jamali
Bhung
Bhurbun (P.C. Hotel)
Bhutala Janda Singh
Bindhi
Bonga Hayat
Brhary
Bringh
Buchal Kalan
Bucheke
Buner
C.M.H. Skardu
Cadet College Larkana
Cadet College Sunny Bank
Chahcian (AJK)
Chak Jamal
Chak Jhumra
Chak Parana
Chak Swari (AJK)
Chakdara
Chaklala
Chakri
Chalkalan
Chaman
Chanan
Changa Bangial
Changa Manga
Chani Goth
Char Bagh
Charsadda
Chater Pari (AJK)
Chawinda
Chilas
Chiniot
Chirywala
Chistian
Chitral
Chitran
Choa Saidan Shah
Chobara
Chohar Khel
Chondiko
Chooke
Chor
Chota Lahore
Chotala
Choti Zerin
Chowk Azam
Chowk Pandori
Chowk Sarwar Shaheed
Chowki Samani (AJK)
Chub Chouki
Chund
Chunian
Dadu
Dadyaal (AJK)
Daira Din Pannah
Dakhan
Dakhala
Dalbandin
Dambalu
Dandot Cement
Daood Zai
Darbello
Dargai
Darya Khan
Darya Khan Mari
Daska
Daulatala
Daulatnagar
Daur
Dera Allah Yar
Dera Murad Jamali
Dera Nawab
Dewalay
DG Cement Factory
Dhab Kalan
Dhabjee
Dhadar
Dhangre Bala
Dhndhar
Dhoro Naro
Dhudial
Digri
Dijkot
Dina
Dinga
Distt. Complex
Doaba
Dohri Adda
Dokri
Donga Bonga
Dongi (AJK)
Daulatpur
Dulle Wala
Duniapur
F.F.C. Plant
Faqirwali
Faroka
Farooqabad
FATA Agencies
Fateh Jang
Fateh Pur
Fateh Pur Kamal
Fatehpur
Fazil Pur
Fazil Raho
Ferouza
Feroz Watwan
FKPCL Power Plant
Fouji Sugar Mill (2KM)
Gadoon
Gaggo Mandi
Galewal
Gambat
Gamber
Gangi Raho
Garha More
Garhi Khero
Garhi Yaseen
Garmala
Garri Dupatta
Gatwala 199 / RB
Ghakkar Mandi
Ghar More
Ghari Habibullah
Gharibwal Cement
Gharo
Ghazi
Ghaziabad
Ghika Gali
Ghora Gali
Ghous Pur
Golarchi
Gondal
Goth Chandio
Goth Machi
Gujarpur
Gulab Laghari
Gulyana
Gumbat
Hajeera
Haji Sawan
Hakim Abad
Hala
Halani
Hameed Abad
Hameed Pur
Hamlet
Hangu
Harappa
Harnal
Haseeb Waqas Mills
Hasil Pur
Hathian
Hatia Bala
Hatungu
Haveli Lakha
Hazara University
Hazro
Head Baloki Road
Head Faqirian
Head Marala
Hingorja
Hub Chowki
Hujra Shah Muqeem
Hunza-Nagar
Husri
Iqbal Abad
Iqbal Nagar
Islam Garh (AJK)
Jabbi
Jahanian
Jalalpur Bhattian
Jalalpur Jattan
Jalalpur Pirwala
Jamal Din Wali
Jampur
Jamshoro
Jan Pur
Jandia Sher Khan
Jatlan (AJK)
Jatoi
Jehangira
Jetha Bhutta
Jhabran Mandi
Jhambir
Jhatla
Jhatt Patt
Jhol
Jhoor
Jhudo
Joharabad
Johi
Jolian
Juglot
Kabirwala
Kacha Khoo
Kadhala
Kahaota
Kahri Sharif (AJK)
Khairpur Nathin Shah
Kakra Town (AJK)
Kala
Kala Dev
Kala Dhaka
Kala Dub
Kalash
Kalat
Kallar Kahar
Kallar Syeddan
Kalor Kot
Kamra
Kand Kot
Kandhra
Kandiaro
Kangan Pur
Kangra
Kanju
Kanyal
KAPCO Power Plant
Karak
Karam Pur
Karianwala
Karoon
Karoor Paka
Karor Lal Easan
Karyal
Kas Chanatar
Kashmore
Kassowal
Khaal
Khadam Abad
Khadan
Khadiaro
Khairpur
Khairpur Mirus
Khairpur Tamewali
Khan Bela
Khan Ghar
Khan Mohd Ali Ujjan
Khan Musalman
Khan Pur (District Shikarpur)
Khandhoo
Khanka Dogran
Khanpur Dam
Khanpur Mahar
Khanpur Shomali
Kharal Azeem
Kharala
Kharan
Khas Behaal
Khipro
Khoaza Khaila
Khohar
Khora Khel
Khoski
Khudian Khas
Khurrianwala
Khuzdar
Khwera
Khyber Agency
Kohat (Cement Factory)
Kohistan
Kot Bahadar
Kot Chutta
Kot Ghulam Mohammad
Kot Jamal (AJK)
Kot Mithan
Kot Momin
Kot Pindi Das
Kot Radha Kishan
Kot Samabah
Kot Sarang
Kot Sujan Singh
Kot Sultan (Bahi Sadhu)
Kotdeji
Kotla Arab Ali Khan
Kotli Behram
Kotli Loharan
Kotri
Kuchlak
Kulachi
Kunb
Kundian
Kunjah
Kunri
Ladhana
Laidher
Lakhra
Lakki Marwat
Lalian
Lalliani
Lalpir (Thermal Power)
Lassa Nawab
Lawrence Pur
Liaqat Pur
Lodhran
Loralai
Lota Sharif
Lower Dir
Lower Topa
Machikey
Madiji
Mailsi
Maitla Chowk
Makhdoom Aali
Makhdoom Rasheed
Malakand
Malakwal
Malowal
Mamu Kanjan
Mana Wla
Manawala
Mandi Safdarabad
Mandi Usman Wala
Mandian
Mandra
Mandranwala
Manga Mandi
Mangla (AJK)
Mangla Cantt (AJK)
Mangla Colony (AJK)
Mangla Hamlet (AJK)
Mangowal Gharbi
Manik Laghari
Mankera
Mankyla Station
Mansehra
Mari
Masar Camp
Mastung
Matiari
Matli
Matta
Meher
Mehrab Pur
Mian Muhammad Town (AJK)
Mian Wali Qureshain
Miani
Mimora Kanyal
Minchinabad
Mingora
Mirpur Methelo
Miran Shah
Mirpur Burro
Mirwah Gorchani
Mitha Tiwana
Mithiani
Mitthi
Mohammadpur Diwan
Mona Depu
More Aimanabad
More Khunda
Moreed Wala
Moro
Motra
Much
Muslam Kot
Nakodar
Narang Mandi
Nasirabad
Nathia Gali
Naukot
Nushki
Nawabad
Nawagay
Nawan Shehr
Naway Kali
New Industrial Area
Nindo
Nizamabad
Nogran
Nokhar
Nonar
Noor Colony
Noor Kot
Noorpur
Noorpur Thal
Noriabad
Nowshera Kalan
Nowshera Virkan
Naushahro Feroze
NRTC (Telecom Staff College)
Nudearo
Odero Lal
Old Hala
Ooch Lower Dir
P.O.F. (Factory & Colony)
Pabi
Padedan
Paharpur
Pahrianwali Adda
Pangrio
Panjeri
Pano Aqil
Papnakha
Paroa
Pasni
Pasroor
Pasroor Road and Villages
Pathar Goth
Patoki
Patriata
Peer Mahal
Pezu
Phalia
Phuladyn
Pindi Bhattian
Pindi Gheb
Pindi Gujran
Pinyal
Piplan
Pir Baba
Pir Jhundu
Piran
Pirjogoth
Pirowal
Pishin
Pitaro
Sudhanoti (AJK)
PMA Kakul
Poona
Poonch (AJK)
Pul Khara
Pull Manda (AJK)
Pull No. 14
Pungirayain
Punjab Seed Corp. Pirowal
Punjab Sugar Mills
Punwan
Punyam
Puraan
Qabal
Qaboola Sharif
Qadir Pur
Qadir Pur Rawan
Qaidabad
Qamar Mashani
Qamber Ali Khan
Qasba Gujrat
Qazi Ahmed
Qila Deedar Singh
Qila Saib Singh
Radhan
Raiwind
Raj Dhani
Raja Jang
Raja Ram
Rajanpur
Rajana
Rajar
Raju Khanani
Rajwal
Ramak
Rani Pur
Rao Khan Wala
Rashaki
Rato Dearo
Ratta
Rawat
Renala Khurd
Risalpur
Rohalanwali
Rohian Wali
Rohri
Rojhan
Rubwa
Sadat Pur
Sadoki
Saeedabad
Safdarabad
Saghar
Sagri
Sahowala
Saidu Sharif
Sajawal
Sakha Kot
Sakrand
Salar Wala
Samandari
Samani (AJK)
Samaro
Samlotha
Sanawan
Sanghar
Sanghi (PSO Depot)
Sangla Hill
Sangoi
Sanjhoro
Sanjwal
Sarai Sidhu
Saraye Gambila
Saraye Norang
Sardar Garh
Sardaryab
Sarhad
Sari Alamgir
Satyana
Sawabi
Swat
Sayakh
Sehja
Sehwan Sharif
Shabqadar
Shadad Kot
Shadi Large
Shadiwal
Shah Jamal
Shah Juina
Shah Pur Chakar
Shahaqeeq
Shahdad Pur
Shahkot
Shahpur Jehania
Shahpur Saddar
Shakarganj Sugar Mills, Jhang
Shakirila
Sham Kot
Shams Abad
Shangla
Sheedo
Sher Sultan
Shergarh
Shewa Adda
Shimla Hill
Shorkot
Shujabad
Sibi
Sihala
Sikandarabad
Silanwali
Sindhri
Siraj Raho
Siraye Muhajir
Skardu
Small Industrial Estate, Daska
Soaray
Sobhodero
Sohawa (Main GT Road only)
Sui
Sukasan
Sultan Kot
Sumbal
Sumbriyal
Sunder Adda
Surakhe
Syed Wala
Takht-e-Bhai
Talagang
Talhar
Tall
Talwandi
Tanda
Tando Adam
Tando Alam Khan
Tando Allahyar
Tando Bago
Tando Ghulam Ali
Tando Jam
Tando Jan Muhammad
Tando Mohd Khan
Tangi
Tarbela Dam
Tarnol
Tatlay Vali
Taunsa Sharif
Taxila
Thana
Thara
Thatta (Sadiqabad)
Theeng More (Allahabad)
Thull
Tibba Sultanpura
Tibi Qaisarani
Timargara
Topi (GIK University Area only)
Tranda Saway Khan
Tranda Mohammad Panah
Tulamba
Ubaro
Uch Power Station
Uch Sharif
Ughi
Uggoke
Umerkot
Upper Dir
Usta Muhammad
Village Sial
Wan Rahda Ram
Wango
WAPDA Colony (AJK)
Warbattan
Warsak
Wazirabad
Yazman
Zafarwal
Zahir Pir
Zhob
Nasarpur
Bandhi
Mirpur Sakro
Makli
Kathore
Mirpur Bathoro
Bela
Uthal
Havelian
Jafarabad
Sharaqpur Sharif
Winder
Darro
Chuhar Jamali
Chenab Nagar
Khidarwala
Qamar Abad
Sinjhoro
Banguldero
Qambar
Shahdara Town
Chowk Munda
Mehmood Kot
Ghouspur
Chashma
Daud Khel
Liaquatabad
Naya Lahore
Aminpur Bangla
KML via CCW
Noman Pora
Harighel
Arja
Dhirkot
Chamankot
Chunawala
Qaimpur
Islam Headworks
Muhammad Panah Mor
Jamalpur
Wahndo
Gurmani Adda
Anwarabad
Sheikhupura Sugar Mills
Adda One R
Gamba Skardu
Hussainabad
Kachura
Manthal
Sadpara
Olding
Shigar
Kharmang
Khaplu
Roundu
Mehdiabad
Daghoni Balgar
Keris
Dambodas
Sermik
Haranpur
Chak Hamid
Chak Ali Shah
Dharyala Jalap
Kariala Jalib
Pinanwal
Chak Jani
Pindi Said Pur
Saghar Pur
Dheri Araian
Jalalpur Sharif
Jutana
Sauwal
Golpur
Tobah
Saroba
Lilla
Chak Shadi
Bansra Gali
Barian
Chitta More
Liaqat National Bagh / Company Bagh
Darya Gali
Dewal
Gharial Camp
Kali Mitti
Kashmir Point
Kuldana
Lower Bazar
New Murree
Phagwari
Pindi Point
Sehr Bagla
Tret
Akwal
Bilalabad
Chinji
Dharabi
Danda Shah Bilawal
Jabbi Shah Dilawar
Jasial
Kot Qazi
Lawa
Mamdot
Murat
Multan Khurd
Murali
Nakka Kahut
Pira Fatehal
Pachnand
Sangwala
Tehi
Tamman
Thoa Mehram Khan

The list above represents the current delivery coverage provided to Legacy By M.

Delivery availability may be subject to operational restrictions, courier serviceability, security conditions, route availability, or other circumstances affecting delivery to a particular address.

Areas Outside the Approved List

We currently do not guarantee delivery to areas that are not included in our approved delivery coverage.

If you are unsure whether your exact location is serviceable, please contact our customer care team before placing an order.

2. Shipping Charges

Shipping charges are not currently fixed nationwide.

The applicable shipping charge may vary depending on factors including:

Delivery city/location
Province
Delivery serviceability
Order characteristics
Delivery priority
Applicable courier charges
Other operational considerations

The applicable shipping charges will be communicated or displayed to the customer as applicable before the order is finalized.

Free Shipping

Legacy By M does not currently offer a general free-shipping threshold.

If a promotional free-shipping offer is introduced in the future, its specific terms and conditions will be communicated separately.

3. Delivery Timeline

Our standard delivery timeline is up to 10 working business days after successful order confirmation.

The stated delivery timeline is an estimated operational timeframe and may vary depending on:

Delivery location
Courier serviceability
Order confirmation
Public holidays
Special occasions
Strikes
Weather conditions
Road closures
Security conditions
Courier operational delays
Other circumstances beyond our reasonable control

For custom-made products, the delivery timeline may differ because production depends on the customer's specific requirements and the nature of the product.

4. Order Confirmation

Because Legacy By M primarily offers Cash on Delivery (COD) for domestic orders, orders may be confirmed before dispatch.

We may use one or more of the following methods:

Telephone call
WhatsApp
Email
Other available communication methods

Our primary order-confirmation method is generally a telephone call.

If We Cannot Confirm Your Order

If we are unable to confirm your order, we may attempt to contact you again.

We may make up to two additional confirmation attempts after the initial attempt.

If we are unable to obtain confirmation after these attempts, the order may be treated as cancelled and may not be dispatched.

5. Cash on Delivery (COD)

COD is currently available for domestic orders within our approved delivery areas.

The maximum COD order value is:

PKR 500,000 (Five Hundred Thousand Rupees / 5 Lac).

COD availability remains subject to:

Approved delivery location
Courier serviceability
Applicable order limits
Successful order confirmation
Other operational requirements

6. Parcel Opening and Payment

Legacy By M currently does not offer open-parcel/open-box delivery.

Customers are required to make the applicable payment to the courier before opening the parcel.

Customers should therefore not open or inspect the package before completing the required payment.

If you have any concern regarding the parcel's external condition at the time of delivery, please contact our customer care team as soon as possible and follow the damage-reporting process described in this policy.

7. Delivery Attempts

Our delivery partner may make up to two delivery attempts, subject to the circumstances of the delivery and courier operations.

Delivery attempts may be affected by:

Customer availability
Incorrect or incomplete address
Customer phone availability
Local delivery conditions
Courier route schedules
Security or operational restrictions

If delivery cannot be completed after the applicable attempts, the shipment may be returned to Legacy By M.

8. Failed Delivery and Re-Delivery

Legacy By M does not automatically charge a separate failed-delivery fee for the initial delivery attempt.

However, if an order requires re-delivery after an unsuccessful delivery attempt or return, any applicable re-delivery charges may vary depending on:

City
Province
Courier charges
Delivery requirements
Special occasions or seasonal conditions
Other applicable operational factors

Any applicable re-delivery charges may be communicated to the customer before the shipment is re-dispatched.

9. Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate and complete delivery information, including:

Full name
Contact number
Complete delivery address
City
Province
Relevant landmark or additional delivery instructions where necessary

An incorrect or incomplete address may result in delivery delays or failure.

Address Changes

Customers may request an address change during the order-confirmation stage.

Once the order has proceeded beyond the applicable confirmation stage or has been dispatched, an address change may not be possible or may be subject to courier limitations.

Customers should therefore verify their delivery information carefully before confirming their order.

10. Delivery Delays

While we aim to deliver orders within the stated delivery timeline, delays may occur due to circumstances outside our direct control.

These may include:

Public holidays
Special occasions
Strikes
Weather conditions
Road closures
Security restrictions
Courier operational issues
High shipment volumes
Delayed order confirmation
Other unforeseen circumstances

In such cases, the actual delivery time may exceed the standard estimated timeline.

Legacy By M will make reasonable efforts to coordinate with the delivery partner and provide available updates where appropriate.

11. Shipment Tracking

Once your order has been dispatched, you may receive a tracking code for your shipment.

The shipment can be tracked online using the applicable tracking information through PostEx.

Customers should retain their tracking information until the order has been successfully delivered.

12. Damaged Parcels or Products

If your parcel or product arrives damaged, please notify our customer care team as soon as possible after receiving the shipment.

To process a damage claim, customers may be required to provide:

Clear photographs of the parcel
Clear photographs of the damaged product
A video recording showing the received product/parcel condition
Order details
Any other information reasonably required to investigate the claim

Important Reporting Requirement

Damage-related claims should generally be reported within 5 hours of receiving the order.

In rare or reasonable circumstances, reports may be considered up to 24 hours after delivery, subject to review.

Company/Courier-Related Damage

If the product is determined to have been damaged before or during delivery due to circumstances attributable to Legacy By M or the delivery process, the company may arrange a replacement/re-issue of the affected product, subject to verification.

Customer-Caused Damage

Damage caused by the customer after receiving the product, including damage resulting from misuse, improper handling, modification, washing, installation, storage, or any other customer-related cause, will not be covered under the delivery damage claim process.

Legacy By M reserves the right to review evidence before approving a damage claim.

13. Missing Items

If an item is missing from your order, please contact our customer care team immediately.

For verification, we may request:

Order number
Photographs of the received package
Photographs of the received items
Video recording of the received order
Other relevant evidence

If our investigation confirms that an item was originally missing from the parcel sent by Legacy By M, we will re-issue the missing product without additional delivery charges.

Claims should generally be reported within the applicable reporting period described in this policy.

14. Parcel Marked as Delivered but Not Received

If the tracking information shows that your order has been delivered but you have not received it, contact Legacy By M customer care immediately.

Our customer care team may initiate an inquiry with the delivery partner and investigate the shipment from the beginning of the delivery process through the recorded delivery point.

Where the investigation determines that the issue occurred on the company or delivery-partner side, Legacy By M will coordinate the appropriate resolution.

In such cases, the order may take up to 15 working days to investigate, recover, or re-deliver, depending on the circumstances and courier investigation.

Customers should report such cases within the applicable reporting period.

15. Lost Parcels

If your shipment is lost during the delivery process, please contact our customer care team and provide your order/tracking information.

Legacy By M will coordinate with the delivery partner to investigate and process the lost-shipment case.

The investigation and resolution process may take up to 15 working days.

Where appropriate, Legacy By M will coordinate delivery/recovery of the order following the outcome of the courier investigation.

16. Reporting Deadline for Delivery Issues

For the following issues:

Damaged product
Missing item
Parcel delivered but not received
Other delivery-related discrepancies

customers should contact Legacy By M as soon as possible.

The standard reporting window is within 5 hours of receiving the order.

In rare or reasonable circumstances, claims may be considered up to 24 hours after receipt, subject to review and verification.

Claims reported after this period may not be eligible for consideration.

Customers are strongly encouraged to inspect their order promptly after delivery and retain photographs/videos where necessary.

17. Out-of-Stock Products

If a product becomes unavailable or goes out of stock after an order is placed, the customer may be contacted regarding the availability of the product and possible next steps.

Customers may also check the website periodically for product replenishment.

Many products may be replenished within approximately 7 days, although replenishment is not guaranteed and may vary depending on product availability and supply.

18. Custom Orders

Legacy By M offers customers the opportunity to request customized products based on their specific requirements.

Custom orders may involve specifications such as:

Product type
Design
Size/dimensions
Color
Material/fabric
Quantity
Customization requirements
Other customer-specific specifications

Because custom products require additional planning, production, and handling by our team, their delivery timeline may vary.

Custom Order Delivery Time

There is no single fixed delivery timeline for all custom orders.

The production and delivery timeline depends on:

Product type
Customer requirements
Dimensions
Materials
Customization complexity
Production requirements
Availability of required materials
Other factors related to the individual order

The applicable estimated timeline will be communicated during the custom-order process.

19. Custom Order Cancellation

Custom orders are subject to special cancellation terms because they may be produced specifically according to the customer's requirements.

A custom-order request may be cancelled during the order-confirmation stage, before the customer has formally confirmed the custom order and paid the required advance.

Once a custom order has been confirmed and a 50% advance payment has been received, the custom order cannot be cancelled.

If the customer subsequently requests cancellation after confirmation and payment of the required advance, the advance payment will not be refundable, and Legacy By M will not be responsible for returning the advance in such circumstances.

Customers are therefore encouraged to carefully review all custom specifications before confirming the order.

20. Custom Order Returns and Exchanges

Due to the personalized nature of custom-made products, custom orders are generally not eligible for return.

However, if there is an issue with the product that is attributable to Legacy By M—for example, a confirmed manufacturing or production issue—the product may be eligible for replacement/re-issue, subject to verification.

Custom products will not be replaced or exchanged where the issue is caused by:

Incorrect customer-provided measurements
Incorrect customer-provided specifications
Customer-requested design/material choices
Customer misuse
Customer damage
Alteration after delivery
Other circumstances attributable to the customer

The applicable claim will be reviewed by Legacy By M before a replacement is approved.

21. International Shipping

International shipping may be arranged by Legacy By M on a case-by-case basis, depending on destination, product, courier availability, and other applicable requirements.

Full Payment Required

International orders require complete payment clearance before shipment.

International orders will not be dispatched until the required payment has been successfully received and confirmed.

International Shipping Charges

All international shipping charges will be borne by the customer.

The applicable shipping cost will depend on factors such as:

Destination country
Destination address
Package weight
Package dimensions
Shipping method
Courier availability
Applicable international shipping charges

International Tracking

Once payment has been confirmed and the shipment has been arranged, Legacy By M will provide the applicable tracking number and shipping details.

Tracking information will generally be shared with the customer within 24 hours of payment confirmation, subject to shipment processing and courier arrangements.

Customs, Duties and Taxes

International shipments may be subject to customs duties, taxes, import charges, clearance fees, or other charges imposed by the destination country.

Unless expressly agreed otherwise in writing, such charges are the responsibility of the customer.

The customer is responsible for ensuring that the ordered products can legally be imported into the destination country.

22. Courier Partner

Our primary domestic delivery partner is:

PostEx

Legacy By M may use or change delivery partners where necessary based on service availability, operational requirements, destination, order type, or other business considerations.

Where a different courier is used, applicable tracking information will be provided to the customer where available.

23. Delivery to Specific Locations

Even where a city or area appears on our approved delivery list, delivery may occasionally be unavailable to a particular street, building, village, remote location, restricted area, or address due to courier serviceability or operational restrictions.

In such circumstances, our team or delivery partner may contact the customer to:

Confirm an alternative nearby delivery point
Request additional address information
Arrange an alternative delivery method
Inform the customer of the service limitation

The final delivery availability is subject to courier serviceability for the specific address.

24. Customer Responsibility

Customers are responsible for:

Providing accurate delivery information
Providing an active contact number
Being available to receive COD orders
Completing payment before opening the parcel
Inspecting products promptly after receipt
Reporting damage, missing items, or delivery issues within the applicable reporting period
Providing requested photographs/videos or other evidence when making a claim
Providing accurate measurements and specifications for custom orders
Reviewing custom-order details before confirmation

Failure to provide accurate information or cooperate with delivery/claim procedures may affect the ability to complete delivery or process a claim.

25. Delivery Terms and Exceptional Circumstances

Delivery dates and timelines are estimates rather than guaranteed appointment times.

Legacy By M will make reasonable efforts to process and dispatch orders within the applicable timeframe, but we are not responsible for delays resulting from circumstances outside our reasonable control, including:

Natural disasters
Severe weather
Flooding
Strikes
Public disturbances
Government restrictions
Road closures
Security restrictions
Public holidays
Special occasions
Courier operational disruptions
High seasonal shipment volumes
Communication failures
Incorrect customer information
Customer unavailability
Other unforeseen circumstances

Such circumstances may affect order confirmation, dispatch, transit, or final delivery.

26. Contact Us

If you have questions regarding shipping, delivery, tracking, damaged products, missing items, lost parcels, or any other delivery-related matter, please contact us:

Legacy By M

Address: 3/A6, Commercial Zone, Block H, Valencia, Lahore, 54800, Pakistan

Email: info@legacybym.com

Phone / WhatsApp: +92 307 7514494

Website: https://legacybym.com/

For order-related inquiries, please include your order number and the contact information used when placing the order so that our team can assist you efficiently.

27. Policy Updates

Legacy By M may update this Shipping Policy from time to time to reflect changes in:

Delivery partners
Delivery areas
Shipping charges
Delivery timelines
Order procedures
Custom-order procedures
International shipping arrangements
Business operations

Any updated version will be published on this page with a revised effective date.

We encourage customers to review this policy before placing an order.

Last Updated: 21 September 2026