Frequently Asked Questions

Every order is confirmed on WhatsApp, and there is no online checkout. You can build your order on our website at sendmygift.pk and send it to us on WhatsApp, message us directly at +92 334 4434999, or start on Instagram or Facebook (@sendmygiftpk). WhatsApp is our primary and fastest channel. Simply tell us the occasion, recipient details, delivery address and preferred date, and we will confirm your order with a message.

Your order is confirmed only when you receive a written confirmation message from our team on WhatsApp. An inquiry or initial conversation does not constitute confirmation. Please do not assume your order is booked until you receive this message. If you have not received a confirmation within a few hours of reaching out, please follow up.

Yes, you can start a conversation through Instagram or Facebook, but all final order confirmations must be completed via WhatsApp. This ensures a clear record of your order details and avoids any miscommunication. Our WhatsApp number is +92 334 4434999.

Order before 3 PM Pakistan time and Layers cakes, local rose and sunflower bouquets, chocolate gifts, flower boxes, snack gifts, accessories gifts and some balloon boxes are delivered the same day, subject to availability; hampers, money bouquets, mixed and premium bouquets, cake boxes, custom theme cakes and personalised gifts need 2 to 3 days. During peak season, such as Eid, Valentine’s Day and wedding season, please book 3 to 5 days ahead to secure your preferred date. Same day orders must be placed and confirmed before 3 PM Pakistan time on the delivery date.

To confirm your order, please provide:

• Recipient’s full name
• Complete delivery address (including area/sector/street details)
• Recipient’s phone number
• Preferred delivery date
• Occasion (birthday, anniversary, etc.)
• Selected gift box or customization requirements
• Any special instructions (e.g. surprise delivery, call before arriving)

Yes, standard orders can be changed up to 24 hours before the confirmed delivery date, including the delivery date, address or product selection. Changes requested after this window will be handled on a best effort basis and cannot be guaranteed. Customized orders cannot be changed once production has begun. To request a change, contact us on WhatsApp as early as possible.

Yes. We take orders for events, employee milestones, client appreciation and other business occasions. Message us on WhatsApp at +92 334 4434999 with the number of gifts, your budget and the date, and we will suggest options.

We currently deliver within Lahore and Gujranwala only. Each city is fulfilled by its own dedicated team. Lahore orders are handled by our Lahore team; Gujranwala orders are handled by our Gujranwala team. We do not currently offer intercity deliveries or delivery to other cities in Pakistan.

Our standard delivery window is 3:00 PM to 8:00 PM, every day. All orders are delivered within this window on the chosen date. We do not offer specific time slots within this window, but if you have a timing preference for a surprise or event, please mention it when ordering and we will try our best to accommodate it.

Yes, subject to availability, but only on Layers cakes, local rose and sunflower bouquets, chocolate gifts, flower boxes, snack gifts, accessories gifts and some balloon boxes. Order and confirm before 3 PM Pakistan time and these are delivered the same day in Lahore and Gujranwala, between 3 PM and 8 PM. Hampers, money bouquets, mixed and premium bouquets, cake boxes and custom orders need 2 to 3 days. In peak season (Eid, Valentine’s Day and wedding season), book 3 to 5 days ahead, and note that delivery charges on Eid and public holidays may differ.

Yes. Midnight delivery arrives between 10 PM and 12 AM and costs Rs 999 on top of the normal delivery charge, which makes it popular for birthday surprises. Book it by 3 PM Pakistan time on the delivery day. The recipient or someone at the address must be available to receive the order. Midnight delivery is attempted once only.

Yes, on orders above Rs 9,999 within 8 km by road of our Lahore branch or 5 km by road of our Gujranwala branch. Below Rs 9,999, delivery inside that zone is Rs 999, and beyond the zone it is Rs 100 per km for the whole trip from our branch, with a minimum of Rs 999 on orders up to Rs 9,999, calculated from the address. Midnight delivery adds Rs 999, and charges on Eid and public holidays may differ.

Yes. We have two branches you can visit: 555-B2 Abu Bakar Road, Lahore (map), and 172-X Kashmir Road, Peoples Colony, Gujranwala (map). Prefer to collect? Message us on WhatsApp to arrange a pickup time. The Rs 4,999 minimum order applies to pickup orders too.

We do not offer automated tracking. Before your gift goes out, we send you photos and a video of it on WhatsApp. For a status update, message us on WhatsApp with the sender name or your order details between 12 PM and 8 PM. See Track Your Order for more.

Yes. We WhatsApp you photos and a video of your gift before delivery, so you can see it before it reaches your recipient, even when you are ordering from abroad.

Yes, we handle surprise deliveries regularly. Please inform us when placing your order so our rider knows not to reveal the sender. For successful delivery, ensure that someone such as a family member, colleague or receptionist is available at the address to receive the order, even if the recipient is unaware. Our rider will coordinate with the contact number provided.

We make one delivery attempt. If the recipient is not available, we call you, the sender, to agree who can receive the gift at the same address. If nobody can be reached inside the delivery window, we bring the gift back and message you the same evening. Fresh flowers, cakes and food items cannot be held overnight, so these are not eligible for redelivery or a refund. Everything else can be redelivered on the next available date for an additional rider fee, which we confirm with you before we send it out again. We are not responsible for failed delivery caused by an unavailable or unreachable recipient.

Yes. We deliver every day, including Sundays, Eid days and public holidays. Delivery charges on Eid and other public holidays may differ depending on demand and availability, so we confirm the charge with you on WhatsApp before your order is finalised.

If your order has not been delivered within the standard window and you have not received a WhatsApp update from us, please message us at +92 334 4434999 with your order reference. We will check with our rider and provide an update immediately. Delays can occasionally occur due to traffic, address issues, or high order volume on peak days.

In Pakistan we accept JazzCash, Raast, EasyPaisa and bank transfer. From abroad you can pay by Wise, Remitly or bank transfer, in Pakistani rupees. We do not offer cash on delivery, and we do not take card payments or PayPal. See Ways to Pay. To book, we take 50 percent in advance, and the rest is paid once you receive the photos and video of your gift, before it goes out for delivery. Orders for delivery the same day or the next day are paid in full to book. We confirm the exact amount on WhatsApp first.

Only for delivery the same day or the next day, which is paid in full to book. For other orders we take 50 percent in advance, and the rest is paid once you receive the photos and video of your gift, before it goes out for delivery. We do not offer cash on delivery. Once you share your order details, we confirm the exact amount and send you payment instructions on WhatsApp. Your order is only booked once the advance is received and we send you a confirmation message.

No. The price shown for each gift is the final price of the gift itself. Delivery is free on orders above Rs 9,999 within 8 km by road of our Lahore branch or 5 km of our Gujranwala branch, Rs 999 below that inside the zone. Outside the free zone, delivery is Rs 100 per km for the whole trip from our branch, with a minimum of Rs 999 on orders up to Rs 9,999. The only other charges are midnight delivery (Rs 999 extra), the optional Rs 199 custom printed card and any personalization agreed before your order is confirmed. Charges on Eid and public holidays may differ.

The listed price includes every item shown in the gift, and for money bouquets it includes the notes. Delivery and the optional custom printed card (Rs 199) are extra: delivery is free on orders above Rs 9,999 within 8 km by road in Lahore or 5 km in Gujranwala, Rs 999 on smaller orders inside that distance. Outside the free zone, delivery is Rs 100 per km for the whole trip from our branch, with a minimum of Rs 999 on orders up to Rs 9,999. Any personalization beyond the printed card may carry an additional charge that will be communicated before order confirmation.

We run seasonal promotions and discounts on occasions such as Eid, Valentine’s Day, and our anniversary campaigns. Follow us on Instagram and Facebook (@sendmygiftpk) or join our WhatsApp broadcast to be notified of active offers. We do not currently offer gift cards but plan to introduce them in the future.

No. We do not accept payment after delivery and there is no cash on delivery. You pay 50 percent in advance to book, and the rest once you receive the photos and video of your gift, before it goes out for delivery. Orders for delivery the same day or the next day are paid in full to book.

You can customize the card, the labels, the theme and the items in most gift boxes:

• A custom printed card with your message, Rs 199
• Name tags and printed labels on packaging
• Occasion box themes (birthday, anniversary, newborn, Eid, etc.)
• Custom item selection within curated boxes
• Add on items (specific chocolates, candles, accessories)

Contact us on WhatsApp to discuss your specific requirements and we will advise what is possible within your budget and timeline.

Custom orders, such as custom cakes and personalised items, take 2 to 3 days from the time we confirm the order and receive the advance. In peak season (Eid, Valentine’s Day and wedding season), please book 3 to 5 days ahead to secure your delivery date.

Yes. For applicable items such as printed cards, name tags and custom labels, we will share a preview via WhatsApp before going to production. Your written approval (a confirmation message) is your final approval. Please review all details carefully, particularly name spellings, dates, and message wording, before approving.

Customized orders cannot be cancelled once production has begun. The advance on a custom order is not refunded once work has started. If you cancel before work starts, the advance is refunded. We recommend confirming all details carefully before placing a customized order.

If the error is on our side, for example a wrong name printed or the wrong design used despite correct approval, we will replace the item at no charge. If the error is in the information you provided (wrong spelling, incorrect date), we are unable to offer a replacement at no cost. This is why we strongly encourage carefully reviewing all preview materials before sending your approval.

Yes. In addition to our curated gift boxes, we offer fully custom builds where you specify the items, theme, and packaging. Please reach out on WhatsApp with your budget, occasion, and any specific item preferences and our team will put together a proposal for your review. Custom builds need 2 to 3 days.

Contact us on WhatsApp at +92 334 4434999 within 24 hours of delivery. Send clear photos of the issue, showing the item received, packaging condition and any visible damage. Include your order reference or the name the order was placed under. We reply within 24 hours and resolve complaints within 48 hours. Complaints raised after 24 hours of delivery cannot be processed. Photo evidence is mandatory for all damage claims. An order that never arrived at all has a longer window: tell us within 14 days of the delivery date.

Refunds are available in specific circumstances, including delivery of an incorrect item, items missing from a confirmed order, and orders not delivered due to our fault. Refunds are processed within 3 to 5 working days via EasyPaisa, JazzCash, or bank transfer depending on how you originally paid. Full details are available on our Refund & Cancellation Policy page.

Standard orders can be cancelled free of charge up to 12 hours before the confirmed delivery date. Cancellations within 12 hours of delivery are not accepted. Customized orders cannot be cancelled once production has begun. The advance on a custom order is not refunded once work has started. If you cancel before work starts, the advance is refunded. Contact us on WhatsApp to request a cancellation.

Refunds are processed via EasyPaisa, JazzCash, or bank transfer within 3 to 5 working days of complaint approval. Please have your account details ready when raising a complaint. Refunds are not issued in cash.

We make one delivery attempt. If the recipient is not available, we call you to agree who can receive the gift at the same address. If the recipient refused the delivery, or nobody could receive it, no refund will be issued. We recommend ensuring the recipient or another person is available at the address before placing your order. For surprise deliveries, coordinate with a family member or colleague in advance.