Frequently Asked Questions

You can place an order in three ways: through our website at sendmygift.pk, via WhatsApp at +92 334 4434999, or by messaging us 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.

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.

For standard gift boxes, we recommend placing your order at least 24 hours in advance. For customized or personalized orders, a minimum of 48 hours is required. During peak seasons — Eid, Valentine’s Day, Mother’s Day, and wedding season weekends — we recommend booking 3–5 days in advance to secure your preferred date. Same-day orders are accepted for standard boxes only if placed and confirmed before 12:00 PM 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)

Changes to standard orders — including delivery date, address, or product selection — are accepted up to 24 hours before the confirmed delivery date. 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 accommodate corporate gifting and bulk orders for events, employee milestones, client appreciation, and business occasions. For orders of 5 or more boxes, please contact us on WhatsApp at least 5–7 days in advance so we can plan sourcing, packaging, and delivery accordingly. Pricing for bulk orders is discussed based on quantity and requirements.

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 inter-city deliveries or delivery to other cities in Pakistan.

Our standard delivery window is 11:00 AM to 8:00 PM, Sunday to Friday. 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. Same-day delivery is available for standard (non-customized) orders placed and confirmed before 12:00 PM on the delivery date. It is subject to rider availability. On peak days such as Eid and Valentine’s Day, same-day delivery may not be available — we will inform you at the time of inquiry.

Yes. Midnight delivery is available between 11:00 PM and 1:00 AM, perfect for birthday surprises and romantic occasions. It must be booked at least 6 hours in advance (i.e. confirmed by 5:00 PM on the delivery day). A midnight delivery charge of Rs. 500–1,000 applies depending on package size and will be confirmed at the time of order. The recipient or someone at the address must be available to receive the order. Midnight delivery is attempted once only.

Yes. Standard delivery is free on all orders across Lahore and Gujranwala with no minimum order value. The only exception is midnight delivery, which carries an additional charge of Rs. 500–1,000 depending on package size.

We do not currently offer automated order tracking. However, once your order is out for delivery, our team will send you a WhatsApp update. You can message us at any time during the delivery window to request a status update on your order.

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 — 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.

Delivery is attempted once. If the recipient is unavailable and no alternative arrangement was communicated beforehand, the order will be considered delivered on that attempt. Re-delivery, if possible, will require an additional rider fee. We are not responsible for failed delivery caused by an unavailable or unreachable recipient.

Yes. We deliver Sunday to Friday. Our team operates on most public holidays. However, during major national holidays (Independence Day, Eid days), delivery availability may be limited. We recommend confirming availability with us on WhatsApp for orders placed on or around public holidays.

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.

We accept the following payment methods:

• Cash on Delivery (COD) — available for standard orders within Lahore and Gujranwala
• EasyPaisa and JazzCash — advance payment
• Bank transfer — advance payment
• Online card payment — via website checkout

Customized and personalized orders require 50% advance payment before production begins. COD is not available for customized orders.

Yes. COD is available for standard (non-customized) orders within Lahore and Gujranwala. Payment is made to our rider at the time of delivery. COD is not available for customized or personalized orders — these require advance payment before production.

No. The price displayed for each gift box is the final price. Standard delivery is free. The only additional charges that may apply are midnight delivery (Rs. 500–1,000 depending on package size) and any personalization add-ons that are discussed and confirmed at the time of order.

The listed price includes all items shown in the gift box, premium packaging, a standard message card, and free delivery within Lahore or Gujranwala. Any personalization beyond the standard message 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.

Yes. Volume pricing is available for orders of 5 or more boxes. The discount offered depends on the quantity, product type, and lead time provided. Please contact us on WhatsApp at +92 334 4434999 to discuss your requirements and receive a customized quote.

For standard orders, full payment can be made on delivery via COD. For customized orders, a 50% advance is required before production begins, with the remaining 50% due before dispatch. Split payment on standard orders without a customization component is not required.

We offer several customization options:

• Personalized message cards with custom text
• Name tags and printed labels on packaging
• Occasion-specific 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.

A minimum of 48 hours is required for customized orders from the time of confirmation and advance payment. During peak seasons (Eid, Valentine’s Day, Mother’s Day), we recommend 4–5 days notice to guarantee your delivery date. Rush orders may be possible but will incur an additional charge.

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

Customized orders cannot be cancelled once production has begun. If you wish to cancel before production starts, the advance payment is non-refundable as it covers sourcing and preparation costs. We recommend confirming all details carefully before placing a customized order.

If the error is on our side — wrong name printed, 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 require at least 3–5 days lead time.

Contact us on WhatsApp at +92 334 4434999 within 24 hours of delivery. Send clear photos of the issue — the item received, packaging condition, and any visible damage. Include your order reference or the name the order was placed under. Our team will review the complaint and respond within 24 hours with a resolution. Complaints raised after 24 hours of delivery cannot be processed. Photo evidence is mandatory for all damage claims.

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 3–5 working days via the same payment method used. For COD orders, refunds are issued via EasyPaisa or JazzCash. 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, and advance payments are non-refundable. Contact us on WhatsApp to request a cancellation.

COD refunds are processed via EasyPaisa or JazzCash only. We do not offer cash refunds in person or at the door. Please have your EasyPaisa or JazzCash number ready when raising a complaint. Refunds are processed within 3–5 working days of complaint approval.

If the recipient refused the delivery or was unavailable and no alternative arrangement had been communicated, the order is considered delivered on that attempt and 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.