FAQs

Frequently Asked Queries

Do you ship to other cities?
We are Karachi based but offer shipping all over Pakistan as well as international destinations.

What are your delivery charges?
200/- is flat rate shipping for Karachi, 350/- for intercity, 450/- for mugs + special handling intercity. For items such as janamaz or larger items, shipping is 680/- to other cities. For international shipping, a quote is generated based on volume + weight of final items based on destination.

Do you take online payments?
You can now pay via credit / debit card via the APG integration at checkout. Your browser will be redirected to a secure checkout portal to pay for your order. Please ensure you READ all information and the items in your order are correct. Do not close the browser til you are taken to a page with an order number and your shipping information.  

Can we customize text on the products?
On majority of our merchandise, customizations are available, please check with us, custom charges will apply.

Can you show me a sample of the custom design?
Sorry, we do not offer drafts or revisions of custom gifts unless they're being printed in bulk or the design / illustration is specifically being commissioned and is paid for separately.

Where is your shop located?
We're an online store but have some fab stockists you can visit for quick pick me ups at different locations. Check here: STOCKISTS

I placed an order and made a payment, but haven't heard back.
Please always email us a receipt to smiles@whimsical-firefly.com and allow us at least 48 hours ( 2 working days). This allows us to review details, cross check our bank statement, and authenticate your payment.

I received a damaged / incorrect item, what shall I do?
Please email us with your concern, we'll have it looked into asap.

Can I exchange an item?
By default, items are made to order -- specifically for you when you place a request with us. We do not offer exchanges if you've received the items you ordered.

What is your refund policy?

• If an item is unfulfilled, is incorrect, or received damaged / defected, please email smiles@whimsical-firefly.com with your order number or reference and we shall address it for you either with a replacement or credit toward another order.
• Items broken or damaged in transit may be replaced or refunded based on communicated details and way forward as discussed with customer
• Items such as fashion masks, scarves, mugs, aprons, table mats, tote bags, cannot be exchanged or swapped for another
• If you realize after paying and placing your order that you need it sooner than the shown processing/working turnaround, we take no responsibility in honoring a refund as items are made to order and will not be canceled once put into processing. Please only place orders after checking turnaround times or checking with us if it is possible to have a delivery by your required date / expedited request.

How can I add an item to my order?
Email us at smiles@whimsical-firefly.com with your order number and let us know which item(s) to add.

Your prices are too expensive, please give some discount?
We're happy to offer promotional offers and year round sales which you can shop from. Our products are a labor of love and we pay close attention to the quality we offer. Customers who review our products after their purchase are also eligible for promotional offers / discounts! 

Can you print artwork I share with you?
Unless the artwork is originally yours or a logo of the company you work with, we don't print artwork which isn't ours. The design has some input from us if it is printed.

Do you do giveaways or favors?
Yes we do! 

The textile items take too long, I need my order urgently.
Sorry, we cannot commit to quicker turn arounds for our textile items.

Can you gift wrap my order?
Please discuss your requirements with us via social media or email. We'll share what we can do for you on the house, and what will be billed additionally.

I'm in Pakistan, but not in Karachi -- how can I place an order?
You can place your order via the website, select bank transfer or Credit Card as a payment option and share the address details with your city for shipping. Once the order is placed, an email is generated with account details. Make a payment to the account and send us a screenshot or receipt. We'll update your payment, process your order, and ship it over. We can also generate a credit card payment link if your order is customized and not placed via the website directly.

I'm abroad, but want to place an order for local delivery -- how can I place an order?
You can place an order via the website. In the shipping / delivery address you can mention the address you'd like the order to be delivered, to. If this is a gift, you can mention it and pay via bank / online transfer. And we'll ship the items after they're processed. If you'd like someone to receive on your behalf, and they'll pay on your behalf as well -- you can select cash on delivery (for Karachi only)

I want to order for a loved one for their birthday / anniversary / wedding and have it delivered to them directly. How can I do so?
You can order via the website and mention their contact number and address for delivery. You will select bank / online transfer as a mode of payment.

I'm abroad, and want to order, how can I pay?
We accept payment via PayPal but will need to add 12% of the total amount to your order bill (this helps us cover the deductions on conversion rates to receive the amount in Pakistan). We can also share a credit card payment link for your order invoice which can ease payments online.

I purchased an item in store, can you exchange it for me directly?
Sorry, we cannot honor this as we have already been billed / charged by the stockist for this transaction.

Why aren't there discounts / sales / offers at stockists. Your prices are different online!
Firefly pays commissions / rent to stockists for the display / handling / and sales of our products. This is a resource to facilitate the convenience of our customers who need items quickly, or urgently. We sadly, cannot afford to offer sale pricing or discounts on items sold in stores. 

Your product is expensive compared to xyz brand.
We're a Pakistan based gifting brand with our own studio set up. We have overheads, invest in packaging, pay our team members, and need to pay for inventory, production, equipment, and utilities. While products in the market may be similar, or even made the same way, the finishing, quality of materials we use, and overall gifting experience with Firefly will always be different. Products may look similar but unfortunately, are NOT the same. We in fact oversee every step of the production process, from procuring the raw materials, purchasing trimmings, or sourcing fabrics and inks for the products we create. We also ensure the end product reaches you defect free, even if that means a few failed attempts / wastage in making it happen. We avoid mixatives in our inks, and also purchase some of the higher quality materials for other items we produce. Compared to the rise in dollar, our products cost relatively less and while we bill in rupees, majority of our production costs are connected to international exchange rates. This includes something as basic as the paper we use for printing!