Please take a moment to review our product ordering policy and delivery turn around times prior to placing an order. This will help us cater to you better.
General processing information:
- Items in general have all relevant details and description provided to avoid misinterpretation or misunderstanding. We are not liable for information overlooked or misconstrued.
- Orders are generally processed between 4 to 6 working days. May be delivered sooner based on in stock variety or lead time.
- Outside Karachi, orders are only considered confirmed for processing after payment is received.
- Cash on Delivery is only available for Karachi
- All other cities must pay via bankwire / atm transfer / direct deposit / or JazzCash - easypaisa
- Payment must be made in 3 working days to avoid order cancellation.
- Orders within Karachi will require advance payment if the order is a bespoke bulk order, or a handmade request valued at 4500/- or more.
General processing information:
- Custom Zippers, Totes, Drawstrings and Cushion Covers require 12-15 working days. Exceptions can be considered based on quantity and purpose of order for facilitation.
- Passport Covers and File Covers require 18 working days.
- Frames require minimum 4-6 working days.
- Coasters require minimum 2-4 working days.
- Magnets require minimum 2-4 working days.
- Baby Books require minimum 5-7 working days.
- Handmade albums and other keepsakes have a 3 week delivery wait time.
- Any of these items may be requested for earlier delivery upon communication.
- Urgent orders needed within 2 working days may be expedited with express shipping (limited to mugs, magnets, journals, notebooks, notepads, frames, in stock zippers and in stock totes or bespoke giveaways)
- In stock items may ship earlier than mentioned delivery turn around times.
- 90% of our production is made to order and prepared once an order is received.
- Orders may not be canceled once placed.
- Orders canceled at the door will entail delivery charges to be cleared by customer.
- Orders canceled at the door will ban future orders with Firefly if delivery charges are not cleared.
- Discounts and promotions are at discretion and may start / end as and when appropriate, conditions to be applied.
- Free delivery is applicable on handmade keepsakes, bulk orders and as per promotional offer.
- Custom requests can be addressed to firstname.lastname@example.org
- Our deliveries in Karachi are handled by our delivery partners. Please regard and respect them.
- We do not process refunds or exchanges. If however, an item is unfulfilled, incorrect, or received damaged / defected, please email email@example.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.
- We cannot be held liable for delays due to strikes, market closures, or any external elements enforced by the government or otherwise.
- Your contact information / delivery details are only used to deliver your order. We do not send out additional follow ups or confirmation messages regarding orders. Please ensure you enter correct and valid information especially in terms of your email address for us to communicate with you.
- We do not offer proofing or drafts for customized orders for majority of our product range. You may convey your requirements and specifications for us to work with.
- Drafts may be shared for bulk orders or items which require mass printing.
- B2B orders are processed under The Willow and may be addressed as such via email once your brand is on board as our client.
- We cannot show process work or progress on handmade requests due to the nature of work and output.
- We do not print copyrighted images or artworks. We may design something new based off as inspiration but will not reproduce someone else's work.
- We request our designs not be reproduced under the guise of reference through other creatives and businesses.