This is a starting template for a small custom-goods shop. Please review it, adjust the payment methods, timelines and courier names to match how Pookey shop actually works, and have it checked before publishing.
1. About these terms
These terms apply to every order placed with Pookey shop ("we", "us"), a Karachi-based online studio making customised tumblers, gift boxes and stationery. By placing an order you agree to these terms.
2. Placing an order
Orders are taken through our Instagram (@pookey_shop) and WhatsApp. An order is confirmed only once we have agreed the design and quantity in writing and received the advance payment. Until then, prices and slots are not reserved.
3. Custom and personalised items
- Most of what we make is produced to order based on the design, text, colours and references you provide.
- We share a final design or mock-up for your approval before production. Please check spelling, names and dates carefully.
- Once you approve a design and production begins, changes are not possible and the item cannot be cancelled.
- You are responsible for having the right to use any logo, artwork or image you send us.
4. Pricing and payment
- All prices are in Pakistani Rupees (PKR) and may change over time.
- We ask for an advance to begin work. The balance is due before dispatch.
- Payment is by bank transfer or mobile wallet as shared at checkout. We do not accept or store card details.
- Delivery charges are additional and shown before you confirm.
5. Turnaround time
We share an estimated completion time when we confirm your order, counted from the date you approve the design. Timelines are estimates and may be longer during peak seasons (Eid, wedding season, December). We will keep you updated if a delay is expected.
6. Shipping and delivery
- We ship nationwide through third-party couriers. A tracking number is shared once your parcel is booked.
- Once a parcel is handed to the courier, delivery timelines and handling are outside our control.
- Please give a complete address and a reachable phone number. Re-delivery or address changes may cost extra.
7. Damaged or incorrect items
If your order arrives damaged, or is not what was approved, contact us within 48 hours of delivery with clear photos and an unboxing video. Where the fault is ours we will repair, remake or refund that item. Claims without an unboxing video may not be accepted.
8. Returns and refunds
- Customised and personalised items cannot be returned or refunded for change of mind.
- Slight variation in colour, finish and placement is normal for handmade items and is not considered a defect.
- Screen colours can differ from the final product.
9. Cancellations
You may cancel before you approve the design. After approval, or once materials have been ordered, cancellation is not possible. Any advance paid may be partly non-refundable to cover design and material costs.
10. Showcasing work
We may share photos of finished orders on our social media and website. Tell us before you order if you would prefer your piece not to be posted.
11. Liability
Our responsibility for any order is limited to the amount you paid for that order. We are not liable for indirect losses, or for delays caused by couriers, payment providers or events outside our control.
12. Changes to these terms
We may update these terms from time to time. The version on this page at the time you order is the one that applies.
13. Contact
Questions about these terms? Reach us on Instagram or WhatsApp, or see the contact page.