FAQs
- How can I place an order?
You can place an order on our website (or) you can email us via our "Get In Touch" page form or WhatsApp on +92-343-6686688 to place an order.
Working hours are from Monday to Saturday, from 10:00 AM to 6:00 PM (PST).
- What are the payment options?
We accept Cash on Delivery (COD) and online payment in the form of Jazz Cash and NayaPay Accounts. Please make sure that internet banking is available on your card.
- Do you Store my payment information?
We will NOT store any of your payment information. In an advanced effort to ensure your online safety your payment information is directly processed and never stored.
- Will I be charged Sales Tax on my order?
Yes, taxes are charges according to Law & Regulations.
- What are the delivery charges?
We charge a flat rate of Rs.300 on shipping within Lahore and a flat rate of Rs.350 across Pakistan. For international orders, delivery charges will be displayed during checkout. The customers will have to bear all the duties and taxes.
- How will my parcel be delivered?
The parcel will be delivered through one of our couriers partners and can be tracked on their online platforms. Tracking information can also be received by emailing us via our "Get In Touch" page form or WhatsApp on +92-343-6686688.
Deliveries are made from Monday to Saturday between 09:00 AM and 9:00 PM.
- Can I track my order?
Yes you can track your order by clicking on the link “Track Shipment”. You can also get the status of your parcel by emailing us via our "Get In Touch" page form or WhatsApp on +92-343-6686688.
Working hours are from Monday to Saturday, from 10:00 AM to 6:00 PM (PST).
- Where do you deliver?
We ship across Pakistan and internationally to the USA, UK, Canada, UAE, Australia, New Zealand, KSA and Bangladesh. If Duty, Taxes or VAT is charged at the shipping destination by international customs according to their local customs policy and is paid by the consignee/buyer.
- What if I have missed the delivery attempted by the courier?
The courier will attempt to deliver the parcel at least 2 to 3 times. In case of failed deliveries courier will send you a Text Message or will call you on the provided contact number.
If the parcel is undelivered, then the parcel will be returned back to us by the courier within 24 hours. Customer can pay a re-delivery charge by sending an email via our "Get In Touch" page form or WhatsApp on +92-343-6686688 and schedule a re-delivery of the parcel.
Working hours are from Monday to Saturday, from 10:00 AM to 6:00 PM (PST).
Please inform us within 1 working day if you have not received your order after 1 working day we will not take responsibility of any undelivered orders.
- I need the items by tomorrow for a special occasion – can you Expedite / fast track my order?
Yes we can Expedite / Fast Track your order only within Lahore depending on the availability of the ordered article and the time of order placement. For other cities, we cannot Expedite / Fast Track your order since minimum delivery time is 3 to 5 working days. Please email us via our "Get In Touch" page form or WhatsApp on +92-343-6686688 for any delivery related information before placing the order so we can forward special instructions to the our warehouse accordingly.
Working hours are from Monday to Saturday, from 10:00 AM to 6:00 PM (PST).
- What are our international shipping charges?
Delivery charges will be displayed during checkout. Duty, Taxes or VAT charged at the shipping destination by international customs according to their local customs policy and is paid by the consignee/buyer.
- Do you offer Cash on Delivery?
Yes, we offer cash on delivery.
- When will my order be delivered?
All our orders placed before 10 AM (Monday-Friday) are dispatched within 1-2 working day, however due to non-availability of stock for some orders it may take up-to 3 -5 working days for the order to be delivered. For further assistance kindly email us via our "Get In Touch" page form or WhatsApp on +92-343-6686688.
Working hours are from Monday to Saturday, from 10:00 AM to 6:00 PM (PST).
- What is the delivery, return and exchange policy?
Please check our delivery, return and exchange policy on the website.
- Do you offer the exchange of sale items?
Sorry, sale items are not eligible for exchange.
- Can I make changes to my order?
You can make any changes to your order before completing the checkout process. However, if you have already completed the order and checked-out then please email us via our "Get In Touch" page form or WhatsApp on +92-343-6686688 and we will make the changes for you. Please be informed that we will not be able to make any changes to your order if it has already been dispatched.
Working hours are from Monday to Saturday, from 10:00 AM to 6:00 PM (PST).
- Can I cancel my order?
Yes you can cancel your order by clicking on “Order Cancelation” or email us via our "Get In Touch" page form or WhatsApp on +92-343-6686688 and we will cancel the order for you. Please be informed that we will not be able to cancel the order if it has already been dispatched.
Working hours are from Monday to Saturday, from 10:00 AM to 6:00 PM (PST).
- Can I get custom-made clothes?
Yes customised orders are possible with an additional charge and the delivery time may vary between 8 to 10 days depending on the specifications of the required product, production time and availability and sourcing of materials.
- Can you share the size chart?
Size chart is available along with every product.
- Do you have a store?
We currently do not have any physical stores but you may checkout our products at www.flicker&fumes.com
- What are your timings for Customer Support?
We are open from Monday to Saturday, from 10:00 AM to 6:00 PM (PST). You may email us via our "Get In Touch" page form within the working hours or WhatsApp on +92-343-6686688 at any time and one of our agents will get back to you asap.
Working hours are from Monday to Saturday, from 10:00 AM to 6:00 PM (PST).
- When is your new collection launching?
Luna is an exclusive brand so we launch new collections every week on Friday Morning and we produce limited quantities of the newly launched articles at first and then restock them based on the number of orders received and response of our customers to avoid wastage and maintain sustainability. We encourage all customers to shop on Friday before 3:00pm every week so that they can grab all their favourite outfits from the new collections before they get sold out.
- What is your helpline contact number?
You can reach out to us by sending an email via our "Get In Touch" page form or WhatsApp on +92-343-6686688.
Working hours are from Monday to Saturday, from 10:00 AM to 6:00 PM (PST).