THE FANCY STORE · CUSTOMER CARE
Frequently Asked Questions (FAQs)
Welcome to The Fancy Store! We create thoughtfully crafted self-care and lifestyle products designed to bring fragrance, comfort and a little everyday luxury into your life.
Here are answers to some of our most frequently asked questions.
About Our Products
What products does The Fancy Store offer?
The Fancy Store offers a curated collection of handmade scented candles, body butters, solid perfumes, reed diffusers, and other self-care and lifestyle products. Our collection may evolve as we introduce new products and fragrances.
2. Are your products handmade?
Yes. Our products are carefully crafted in small batches, with attention to fragrance, presentation and quality. Because handmade products may have minor variations, each item may differ slightly in appearance.
3. What ingredients do you use?
Ingredients vary by product. Please refer to the individual product description and packaging for the relevant ingredient information. If you have a specific ingredient concern, contact us before placing your order.
4. Are your candles made with essential oils?
Not all our candles are made with essential oils. We use fragrance oils and other suitable ingredients depending on the product formulation. Please check the individual candle description for details.
5. How do I care for my scented candles?
For the best experience, follow the candle-care instructions supplied with your candle. Trim the wick as recommended, place the candle on a stable, heat-resistant surface, and never leave a burning candle unattended.
6. How should I use your body butters?
Apply a small amount to clean, dry skin and massage gently until absorbed. Check the product label for specific directions and ingredients. We recommend a patch test before first use, particularly if you have sensitive skin.
7. How do I use a reed diffuser?
Place the reeds in the diffuser bottle and allow them to absorb the fragrance. Follow the product instructions for placement, reed care, and safe use. Keep diffuser liquid away from children, pets, polished surfaces, and direct contact with skin or eyes.
8. Can I request a particular fragrance or a customized gift set?
Please contact us through WhatsApp, email, or Instagram to discuss available fragrances, gift sets and customization options. Availability, pricing and production timelines will be confirmed before your order is finalized.
Orders and Payments
9. How can I place an order?
Browse our website, select your preferred products, add them to your cart and follow the checkout instructions. If you need assistance, contact our customer support team.
10. Which payment methods do you accept?
We currently accept:
Cash on Delivery (COD), where available.
Bank transfer.
Easypaisa and JazzCash.
Payment instructions will be provided during checkout or by our authorized customer support team, as applicable.
11. When will my order be processed?
Orders are generally processed after order confirmation and, for prepaid orders, verification of payment. Please allow the applicable processing time stated on the website or confirmed by our team.
12. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order. Changes or cancellations may not be possible once an order has been prepared for dispatch or handed over to the courier.
Delivery and After-Sales Support
13. Where do you deliver?
We currently deliver within Pakistan to serviceable locations. International shipping is not available at present.
14. How long does delivery take?
Our estimated delivery time is 5–7 working days after order confirmation and payment verification, where applicable. Delivery may take longer because of public holidays, courier delays, weather, or other circumstances beyond our control.
15. Do you offer free delivery?
Yes. Free delivery is available on qualifying orders that meet our minimum purchase requirement of PKR 5000/- Applicable delivery charges will be displayed or communicated before you confirm your order.
16. Can I return or exchange a product?
We accept return, replacement, or exchange requests for eligible orders involving damaged, defective, or incorrectly delivered items, subject to our Return, Exchange & Refund Policy and applicable law. We do not ordinarily accept returns for a change of mind, fragrance preference, or incorrect selection by the customer.
17. What should I do if my order arrives damaged or incorrect?
Please contact us within 24 hours of delivery through WhatsApp or email. Share your order number and clear photographs or a short video showing the issue and the product packaging. Our team will review the claim and guide you through the next steps.
18. How can I contact The Fancy Store?
You can reach us through:
WhatsApp: +92 330 2898716
Email: info@thefancystore.shop
Instagram: https://www.instagram.com/the.fancystore.official
We aim to respond to customer queries as promptly as possible during our support hours: Hours confirmed upon enquiry.