Terms of Service

Terms of Service – Wrap & Roll

Welcome to Wrap & Roll. By placing an order through our website, social media platforms, WhatsApp, or in-store, you agree to the following Terms of Service. Please read them carefully before making a purchase.

1. Order Accuracy & Customer Responsibility

Customers are responsible for providing complete and accurate order details, including:

  • Recipient name
  • Delivery address
  • Contact number
  • Delivery date and city

Wrap & Roll is not responsible for delivery delays, failed deliveries, or losses caused by:

  • Incorrect or incomplete addresses
  • Wrong contact information
  • Unresponsive recipient or sender
  • Incorrect city selection at checkout

If an order remains pending due to:

  • Incorrect delivery information
  • Recipient unavailability
  • No response from sender or recipient

the order will be considered closed and non-refundable.

Delivery will only be attempted twice. If unsuccessful, no refund or replacement will be issued.

2. User Agreement

By using our website or placing an order with Wrap & Roll, you agree to:

  • Our Terms of Service
  • Delivery Policy
  • Return & Cancellation Policy
  • Privacy practices

Any misuse of the website or fraudulent activity may result in cancellation of orders without notice.

3. Identification & Privacy

Anonymous gifts or unidentified messages are not allowed.

Customers must provide:

  • Sender name
  • Recipient name

Orders with “anonymous” requests or incomplete sender information may be canceled without notice.

Your personal information is kept secure and used only for order processing and customer support purposes.

4. Product Representation & Substitution

Product images displayed on our website and social media are for reference purposes only.

Actual products may vary slightly in:

  • Color
  • Packaging
  • Design
  • Arrangement
  • Size

Due to seasonal or stock availability:

  • Flowers, chocolates, baskets, wrapping materials, and decorative items may differ slightly
  • Similar substitutes of equal or higher value may be used without prior notice if an item is unavailable

5. Gift Messages

Gift messages are printed or written exactly as submitted by the customer.

Wrap & Roll is not responsible for:

  • Spelling mistakes
  • Typing errors
  • Incorrect names
  • Formatting submitted by the customer

Please review your message carefully before confirming your order.

Delivery Terms

6. Delivery Hours

Standard delivery hours are:
11:00 AM – 10:00 PM

Same-day and rush deliveries are available in selected areas including:

  • DHA Karachi
  • Clifton
  • Nearby surrounding areas

7. Time-Specific Deliveries

We try our best to fulfill requested delivery timings; however, exact time-slot deliveries are not guaranteed during high-demand occasions such as:

  • Valentine’s Day
  • Mother’s Day
  • Eid
  • Women’s Day
  • Christmas
  • Independence Day
  • Other peak seasonal events

Delays caused by:

  • Traffic
  • Weather conditions
  • Security situations
  • Law & order issues
  • Courier limitations

will not qualify for full refunds. Only extra delivery charges may be reviewed where applicable.

8. Restricted Area Deliveries

For deliveries to:

  • Hospitals
  • Universities
  • Offices
  • Secure buildings
  • Military or restricted areas

an alternate contact number is mandatory.

Wrap & Roll is not responsible for delays caused by restricted access policies.

Perishable Items Policy

9. Fresh & Edible Products

Products such as:

  • Chocolates
  • Cakes
  • Flowers
  • Fruits
  • Mithai
  • Snack platters

are prepared and delivered fresh.

If the recipient is unavailable:

  1. We will attempt to contact the sender first
  2. Then the recipient

If both remain unreachable:

  • The order will be marked delivered/closed
  • No refund or replacement will be issued

We are not responsible for reduced freshness caused by delayed acceptance or restricted-area delays.

Complaints & Support

10. Complaint Resolution

Any complaints regarding damaged, incorrect, or spoiled items must be reported within 24 hours of delivery.

To file a complaint:

  • Visit our branch:
    📍 Shop No.1, 39-E Khayaban-e-Seher, Shahbaz Commercial Area, DHA Phase 6, Karachi

OR

  • Contact us with:
    • Order number
    • Clear images/videos of the issue

Contact Information

Please note:

  • Social media messages are not monitored 24/7
  • For urgent concerns, contact us directly via WhatsApp

Complaints submitted after 24 hours of delivery may not be entertained.

Partial Deliveries

11. Combination Orders

Orders containing multiple product categories may arrive separately.

For example:

  • Flowers
  • Cakes
  • Platters
  • Customized gifts

may be delivered in separate packages or at different times due to:

  • Storage requirements
  • Temperature handling
  • Courier arrangements

Order Timeline & Scheduling

12. Processing Time

Delivery timelines begin after payment confirmation, not at the time of order placement.

Customized and made-to-order products may require additional preparation time.

Orders scheduled in advance are subject to availability and operational conditions.

Late cancellations for customized orders will not be accepted once production begins.

Ownership & Risk

13. Product Responsibility

Responsibility for the product transfers to the customer/recipient once:

  • The order is delivered
  • The order is collected from our store

If a recipient delays pickup or refuses timely acceptance, Wrap & Roll is not responsible for:

  • Product freshness
  • Damage
  • Storage-related issues

Intellectual Property

14. Website & Content Usage

All content on the Wrap & Roll website and social media platforms including:

  • Images
  • Logos
  • Product designs
  • Graphics
  • Text

belongs to Wrap & Roll and may not be copied, reproduced, or used without written permission.

Contact Us

For questions or support:

Store Address

📍 Shop No.1, 39-E Khayaban-e-Seher, Shahbaz Commercial Area, DHA Phase 6, Karachi

Timings

11:00 AM – 10:00 PM (Monday – Sunday)

Thank you for choosing Wrap & Roll — your destination for luxury gifting, customized hampers, and memorable celebrations.