FIRAKI CUSTOMER HELP
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Get practical answers about shopping at Firaki, including checkout, payment confirmation, delivery, account access, returns, refunds and warranty claims. Use the topic shortcuts, follow a guide, or browse the questions below. All guidance applies across our product range unless a product listing says otherwise.
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Select a topic to jump directly to detailed instructions. You can always return here or contact us when your situation requires an individual review.
Practical Help Guides
The following guides explain what happens at each stage of an order and what details help us resolve common problems. They are general guidance rather than a substitute for the terms shown on an individual product listing or your rights under applicable consumer law.
Orders and Order Changes
Placing an order and reviewing the total
Start on the Firaki Shop and open the listing for the item you intend to purchase. Review the product name, photographs, included accessories, specifications, availability and any choices such as size, colour or model. If a specification is essential to your use, confirm it before ordering rather than assuming that two similar-looking items work the same way.
Add the required quantity to your cart and review every line item. At checkout, provide a reachable telephone number, working email address and an address with enough detail for courier delivery, including building, street, neighbourhood, city and any helpful landmark. The final checkout screen shows the shipping method, available payment choices and total payable amount. Submit only once, then keep the order number or confirmation email. If the page freezes after payment, check for confirmation before retrying.
Finding an order and understanding its status
After a successful checkout, an order confirmation is normally shown on screen and emailed to the address used when ordering. Check your inbox and spam folder, and search for “Firaki” or your order reference. Customers with an account may also check My Account for available order history. Guest customers can request an update from support using the order number, purchaser name and contact information provided at checkout.
An order being received does not necessarily mean it has been packed or handed to a courier. Status labels may change as payment is confirmed, an item is prepared, or dispatch is arranged. A courier tracking number, when issued, is the best reference for shipment movement. If you receive conflicting messages, contact our team before assuming an order has been cancelled or delivered.
Changing details, quantities or cancelling an order
If you spot an error, contact Firaki immediately. Include your order number, the original detail and the exact correction required. We may be able to amend an address, phone number or item selection before packing or dispatch; after the parcel has entered courier handling, modifications can be restricted or impossible. Never send a second order simply to replace the first until support confirms what will happen to the original.
Cancellation requests should be made as early as possible. If the order has not passed the stage at which cancellation is possible, we will advise the outcome and the handling of any payment already collected. Dispatched orders follow the delivery and return procedure where eligible. See our Delivery, Returns, Refunds and Cancellation Policy for the applicable conditions.
Payments and Billing
Available payment methods and secure checkout
The payment methods available to you are the ones displayed during Firaki checkout for the particular order. These can include Cash on Delivery and supported prepaid methods, depending on what is enabled and applicable at the time. Payment services may involve banks, card networks or payment-service providers, and some methods can be unavailable for certain orders or locations. Do not rely on an old screenshot or a support article as proof that a method is currently enabled.
Check the final total before paying, including shipping, discounts and any applicable taxes or fees shown at checkout. Complete payment only through the official website and payment flow. Firaki support will never ask for your banking password, full card number, card PIN or one-time passcode over WhatsApp, email or a contact form.
A payment failed, timed out or was deducted twice
A failed checkout screen and a payment notification from your bank do not always update at the same time. First check whether an order number or confirmation email exists. If your account shows a pending or completed debit but the website has not confirmed the order, avoid repeatedly clicking Pay or placing duplicate orders, because that can complicate reconciliation.
Contact support with the date, approximate time, amount, payer name and a non-sensitive reference supplied by the bank or payment app. If possible, send a screenshot with account numbers, card details and other sensitive information obscured. Our team can review the store-side order record and advise whether the payment is matched, pending or needs investigation with the provider. The provider or bank may control the timing of any reversal.
Receipts, discounts and refunds to a payment method
Your order confirmation and any payment-provider receipt should be kept for reference. If you need billing help, identify the order and explain what appears incorrect. Discounts are applied only when the relevant code or promotion is accepted at checkout; an expired or excluded promotion cannot be assumed to apply merely because it was previously advertised.
Once a refund is approved, the available refund route depends on how the order was paid and the capabilities of the relevant provider. The time for funds to appear can include both our processing stage and bank or payment-network processing. Cash on Delivery refunds require an agreed repayment method because there is no original card transaction to reverse. Never send bank details publicly or in a review comment.
Shipping, Delivery and Tracking
Checking the shipping charge and delivery address
Delivery costs are displayed in your cart or checkout when the relevant shipping details and method are available. They can change when shipping zones, courier rates, basket contents or promotions change, so the live checkout total—not a fixed price in an article—is the authoritative amount for a new order. Firaki serves customers across Pakistan subject to courier coverage and applicable shipping options.
For smoother delivery, enter a complete address and reachable phone number. Apartment and office deliveries should include building or plaza name, floor, unit number and an appropriate local landmark if useful. Check your city and postcode where requested. If the courier cannot identify the destination or reach the recipient, additional attempts or a return-to-sender process may occur.
Tracking a parcel and understanding delays
If your order has been dispatched and a tracking reference was supplied, use the courier link or reference in the dispatch message. Tracking may not update immediately after a parcel is handed over, and a delivery estimate is not a guaranteed arrival time. Busy periods, weather, route availability, local restrictions and address discrepancies can affect transit.
When a shipment appears stuck, compare the latest tracking event with the expected delivery information first. If there is no useful update, contact Firaki with your order number, delivery city and the most recent courier status. Avoid sending multiple contradictory delivery instructions to different support channels. Keep your phone available if the courier needs directions, but never share card or account verification codes.
Incomplete, wrong or damaged deliveries
If the package contains the wrong item, is incomplete, or arrives with visible transit damage, preserve the packaging, shipping label and any included accessories. Photograph the outer parcel before disposal, then document the contents and the specific discrepancy. Contact support promptly so the shipment and order can be compared; we may ask for the order number, photographs and a brief description.
Do not return the parcel to an unverified address or pay a third party for a replacement without instructions from Firaki. Claims involving wrong items, manufacturing defects or transit damage are reviewed separately from ordinary change-of-mind returns, including any rights that apply under consumer law.
Returns, Exchanges and Refunds
Understanding Firaki’s 15-day return window
Firaki offers a 15-day return and refund window for eligible items, counted from delivery. Whether an item qualifies depends on its condition, the return reason, the applicable product information and non-excludable legal rights. Products that have been damaged by customer misuse, accident, improper handling or unauthorized modification generally do not qualify for a standard return. Packaging, accessories and any supplied components may be important to an assessment.
A change-of-mind return is different from receiving the wrong item or a product with a manufacturing defect. For ordinary eligible returns, the customer arranges and pays the courier cost of returning the item. Problems involving incorrect or defective goods are reviewed separately, and any mandatory consumer remedies take priority over a general policy exclusion.
How to request and ship a return
- Contact Firaki Support within the applicable return window and provide the order number, item name and the reason for returning it.
- Describe the product condition honestly. Include clear photographs of the item, accessories and packaging when they help explain the case.
- Wait for confirmation of the return procedure and authorized return address. The office address on the website should not be used as a return destination unless specifically confirmed.
- Pack the item securely, including the accessories or parts requested by support. Use a trackable courier service and keep proof of shipment.
- Send the tracking reference to support. After receipt, the item may be inspected against the eligibility conditions before a refund or exchange is approved.
For standard eligible returns, outbound shipping charges and return-courier costs may be treated differently depending on the applicable policy and order circumstances. The support team will explain the eligible refund amount for the specific case instead of making a promise before the returned item is assessed.
Refund status, exchanges and rejected returns
An approved refund is not always instantaneous. Processing begins after the relevant conditions have been met, and a payment provider or bank may require further time to post the credit. If you have received approval but do not see the funds, contact us with the case or order number and the date of the approval; avoid sharing full banking credentials.
If you would prefer an exchange, provide the replacement item or variation you want. Exchanges depend on stock and eligibility; some cases may be processed as a return and new order instead. If a return is rejected after inspection, we will explain the reason and available next steps. You can refer to the full returns and cancellation policy for additional details.
30-Day Limited Warranty
Coverage and exclusions
Firaki provides a 30-day limited warranty for qualifying manufacturing defects arising during normal intended use. The period begins from delivery unless different terms are expressly stated for the relevant product. Warranty coverage concerns defects in the product as supplied; it is not a general promise that every accidental failure, loss, incompatibility or deterioration will be resolved free of charge.
Typical exclusions include accidental damage, misuse, improper installation, exposure to conditions outside a product’s instructions, neglect, unauthorized repairs, tampering or modifications, and other customer-caused damage. The product listing and included instructions should be followed for operation, cleaning, charging, storage and maintenance where applicable. This voluntary warranty does not replace any non-excludable statutory consumer rights.
Preparing a clear warranty claim
Start by recording the exact problem: what you expected the product to do, what actually happened, when the problem began and whether the fault is consistent or intermittent. Include the order number and any model or variation information visible on the listing or packaging. Good photographs or a short video can help support distinguish a physical fault from an issue involving settings, compatibility, power supply or handling.
Do not dismantle a product, perform unsafe testing, or attempt electrical repairs simply to prove that it is faulty. Contact support before shipping anything. We may request safe diagnostic steps, additional information or the product for inspection. Following assessment, the available resolution may include repair, replacement or another remedy consistent with the applicable policy and law. Read the Limited Product Warranty Policy for complete conditions.
Accounts, Login and Privacy
Guest checkout and customer accounts
Firaki’s checkout may permit orders without creating an account. If guest checkout is available, follow the checkout form and keep your confirmation details for later enquiries. Customers with registered accounts can use My Account to access the information and order functions enabled for their accounts. Guest orders may not automatically appear in a newly created account.
Use an email address you can access reliably, because it may be used for confirmation messages and password recovery. Review your saved delivery address before another purchase—an address that was correct for an earlier order may not be appropriate today. Account features depend on the currently enabled WooCommerce settings.
Resetting a password or updating your details
If you forget your password, go to the My Account sign-in screen and use the password-reset link where available. Check the inbox, spam folder and any filters for the reset email, and follow the instructions before the link expires. If you do not receive the message, verify that you entered the email address associated with the account and avoid sharing a reset link with anyone.
Once signed in, update saved contact details, password and available address fields from your account area. An account change does not necessarily modify the address on an already-dispatched order. For a live shipment, contact the order-support team separately and provide the relevant order number.
Data privacy, marketing preferences and fraud prevention
We use customer information needed to process purchases, arrange delivery, provide account features and respond to support requests. Other activities, such as website analytics, advertising measurement or marketing communications, are described in our Privacy Policy and Cookies & Advertising Policy. Marketing messages, where offered, should include the applicable preference or unsubscribe controls.
Be careful with messages claiming to represent Firaki. We do not require banking passwords, complete payment card details, PINs, or one-time verification codes for routine support. When in doubt, contact us using the details published on the official website rather than using an unfamiliar number or link from an unsolicited message.
Product Information and Shopping Guidance
Choosing the right item from different categories
Because Firaki carries a broad range of products, there is no single buying checklist that applies to everything. For each product, focus on the details that affect your use: model or variant, dimensions, materials, capacity, technical requirements, included components, operating conditions and compatibility information where relevant. Use the product page photographs as a reference, but rely on the written specifications for precise requirements when provided.
If a particular specification is not shown, ask before paying. Send the product link and explain exactly what you need confirmed. For example, a compatibility question is easier to answer when you supply the relevant dimensions or model information, whereas a material question may require a close view of the product description or packaging. Do not assume that an accessory fits every device, vehicle, or intended application.
Stock, pricing and promotions
Product availability, prices and discounts can change. The product listing and checkout display current information for a prospective order, while an order confirmation is the reference for an order already placed. A product appearing in a search result or old advertisement does not guarantee that it is still available at the advertised price. If an item is out of stock, use another available option or contact us to ask whether a future listing is expected; we do not guarantee restocking dates.
Promotional codes may have expiry dates, usage restrictions, minimum order amounts or category exclusions. Enter the code at the relevant checkout field and confirm that the total changes before paying. If a code does not apply, check its published conditions and share a screenshot with support only if it does not expose sensitive information.
After-purchase use, care and instructions
Retain any manufacturer instructions, safety notes and packaging that might be helpful for future reference. Follow product-specific guidance for setup, intended use, cleaning and storage, particularly for electrical, mechanical or other potentially hazardous items. Avoid continuing to use an item that appears unsafe, overheats unexpectedly, leaks, shows damage or behaves abnormally; stop using it and consult the instructions or contact support.
Support articles provide general shopping and ownership guidance, not a substitute for the information supplied with the individual product. If you believe an item has a manufacturing defect within the 30-day warranty period, document the issue and contact us before attempting repairs or modification.
Frequently Asked Questions
Select a question to expand its answer. These answers apply broadly across the Firaki store; an individual order’s circumstances, product instructions and applicable policies determine the next steps.
Can I order without making an account?
If guest checkout is offered on the checkout page, you can complete a purchase by entering your contact and delivery details without creating a password. Keep the order number and confirmation email for future enquiries. If you later register an account, earlier guest orders may not automatically appear there. For order help, provide your order reference and the contact details used during purchase.
How do I know that my order was submitted successfully?
A successful checkout normally displays an order confirmation and generates an email to the address supplied. Check your spam folder if you cannot find it. If you were charged but do not have an order number, contact support with a non-sensitive payment reference before submitting another order. Repeating the order immediately could create a duplicate purchase.
Can I add or remove items after placing an order?
Contact Firaki as soon as possible with your order number, the exact item you want changed and any quantity or variation details. We can review the request before dispatch, but changes cannot be guaranteed once packing or courier processing has begun. If a change is no longer possible, the return policy may provide another option after delivery.
How do cancellations work?
Ask for cancellation promptly through our support form, WhatsApp or email, providing your order number. We will check whether the order can still be stopped. Orders already dispatched may not qualify for direct cancellation and may require the standard return process if eligible. For prepaid orders, the available refund route and processing time depend on the payment method and provider.
Which payment methods are accepted?
Only methods actually shown at checkout are available for that particular order. Options may include Cash on Delivery and any electronic methods enabled for the store. Payment choices can differ by order or delivery circumstances, and the total payable amount is shown before confirmation. Never send a payment to an unofficial account based solely on a message from an unknown number.
What if payment fails or money is deducted but the order is missing?
Check first for a confirmation page or email. If a bank or wallet shows a debit but Firaki has no confirmed order, do not repeatedly attempt payment. Send support the approximate transaction time, amount and a masked or non-sensitive payment reference. We can help review the order record, but a bank or payment processor may control the timing of a pending authorization or reversal.
Where can I see the final delivery charge?
Enter your relevant delivery details and review the cart or checkout summary. WooCommerce calculates the available shipping methods and charges based on current store settings. An old advertisement or support article is not the authoritative price for a new shipment. Always check the final order total, including shipping and any applicable adjustments, before submitting payment.
Does Firaki deliver throughout Pakistan?
Firaki offers nationwide delivery subject to courier coverage and the shipping methods available to your destination. At checkout, supply a complete address and review whether shipping is offered for that location. Hard-to-reach or restricted destinations may have different service availability, and dispatch or transit times can vary according to courier operations.
How do I track my order?
After dispatch, use any courier name, tracking reference or link provided in the shipment message. A tracking status may take time to update after collection. If you do not have a tracking number, contact support with your order number and delivery city. We can check the information available for the shipment and help determine the next appropriate step.
What should I do if delivery is delayed?
Review the courier tracking events and check for calls or messages about a delivery attempt. Delays can result from weather, road access, peak demand or incorrect address details. If there has been no useful update or the estimated delivery period has passed, share the order number, recipient details and most recent status with support. Avoid posting private contact information in public comments.
Can I change the shipping address after ordering?
Contact us promptly with the order reference and the corrected address. The earlier the request arrives, the better the chance that fulfilment details can be updated. Once a parcel has been passed to a courier, changes depend on its procedures and may not be possible. Updating an address in My Account does not necessarily change an order already in transit.
What if I receive the wrong or an incomplete item?
Keep the parcel, packing materials, label and all contents. Take clear photos showing what arrived and what appears missing or incorrect, then contact support with your order number and an explanation. Do not return an item before receiving instructions. Incorrect fulfilment is assessed separately from change-of-mind returns, and available remedies depend on the facts and applicable rights.
How long do I have to request a return?
For eligible ordinary returns, Firaki provides a 15-day window from the delivery date. Contact us within that period with the order reference, return reason and condition of the item. Eligibility depends on the product, its condition, policy requirements and applicable consumer rights. A problem caused by a manufacturing defect may also be relevant to the separate limited-warranty process.
Who pays to send a return back?
For an ordinary eligible return, the customer arranges and pays return courier charges. Use a trackable service and retain the shipment receipt. If the issue involves the wrong item, a defect or transit damage, contact support first because those circumstances are assessed separately, and applicable law may require a different resolution. We will confirm the authorized destination before shipment.
Where do I send a return parcel?
Do not assume that Firaki’s public office address is also the return processing address. Contact support with your order details and wait for the authorized destination and any required case instructions. Pack the product securely and include the relevant components requested. Send us the tracking reference so the returned parcel can be identified when received.
Can I return an item that I accidentally damaged?
Customer-caused damage, misuse, mishandling or unauthorized modifications generally make an item ineligible for the ordinary 15-day return and voluntary limited-warranty coverage. Explain the circumstances accurately when seeking support. Mandatory consumer protections remain unaffected, so cases involving an underlying defect rather than customer damage are considered on their facts.
Can I exchange a product?
Contact support with your order number and the replacement product or variation you prefer. We will check the original item’s eligibility, the requested replacement’s availability and any relevant price or delivery difference. In some cases, an exchange may need to be handled as a return followed by a new order. Please wait for confirmation before shipping the original item.
When will an approved refund reach me?
Refund timing depends on whether a return must first be received and inspected, the selected payment method and processing by banks or payment providers. Once Firaki approves the refund, support can explain the available method and any status information. For Cash on Delivery orders, a separate refund channel may be needed. Never share your payment PIN, one-time code or complete card details.
What does the 30-day warranty include?
The limited warranty is for qualifying manufacturing defects during normal intended use within 30 days of delivery, subject to product terms and exclusions. It does not generally cover accidents, misuse, unauthorized repairs, damage from improper handling or normal consumable wear. The appropriate remedy follows inspection and the policy; this voluntary coverage does not limit rights that cannot lawfully be excluded.
How do I submit a warranty claim?
Provide the order number, product identification, a description of the fault and when it began. Photographs or a short video may help establish the issue. Do not attempt unsafe repairs or dismantle the product to demonstrate the problem. Our team may request safe checks or an inspection and will explain the available remedy after assessment.
I forgot my account password. What should I do?
Open My Account and use the password reset option where available. Enter the email associated with your account, check your inbox and spam folder, and follow the reset instructions. Never share the reset link or your password with support. If the email does not arrive, confirm the spelling and contact us for further assistance without sending your password.
Can I buy items from several categories in one order?
Yes, where the items are available and WooCommerce permits them to be purchased together, you can add products from different categories to the same cart. Check the chosen variations and quantities carefully, and review the available shipping and payment options at checkout. Some items may have product-specific restrictions that are explained on their listings.
How do I check product dimensions or compatibility?
Read the listing’s specifications, variations, images and included-items information. For compatibility-sensitive products, verify the required dimensions, model, power source or other technical criteria instead of relying on appearance alone. If a critical detail is missing, send our support team the product URL and your exact question before ordering.
How can I update or request information about my personal data?
You can review available account settings in My Account and email hello@firaki.pk about privacy or data questions. For security, we may need to verify that a requester is entitled to receive account information. Our Privacy Policy explains the types of information used for fulfilment, customer assistance, analytics and other stated purposes, together with applicable communication choices.
What information helps support resolve my case faster?
Provide the order number if available, the product name, your registered contact email or phone, a concise description of the issue and relevant photos. For delivery matters, include your city and latest tracking status; for payment matters, a masked transaction reference may help. Do not submit full card numbers, account passwords, PINs or one-time verification codes.
Contact Firaki Support
If your question is not resolved by the guides, send a support request with enough information for us to identify the order and understand the issue. For returns and warranty claims, include the order reference, product name, date of delivery and a clear explanation. You can use the same Contact Form 7 form available on our Contact Us page; there is no need to register another account or start a separate ticket before writing to us.
Phone / WhatsApp: 0325 1158120 | Email: hello@firaki.pk
Office: Office 5, 2nd Floor, Plaza 36-C, Commercial Block D, PWD Islamabad, Pakistan. This is our published contact address; please confirm the return destination with support before sending merchandise.