Frequently Asked Questions
Welcome to the frequently asked questions section of Fay, where we provide clear and helpful answers about our hygiene products and everyday essentials. Whether you are looking for information about facial tissues, kitchen paper products, cleaning solutions, or personal care items, this section is designed to address common queries and guide you in choosing the right products for your needs. Our goal is to make your shopping experience simple, informed, and convenient with reliable hygiene solutions for your home and business.
Account / Orders
How do I create an account?
Click on “Sign Up” at the top of the page, enter your email, create a password, and fill in your details. You can now start shopping.
How can I place an order?
Simply browse our products, add your favorites to the cart, and checkout using your preferred payment method. You’ll get an order confirmation instantly.
Can I modify or cancel my order after placing it?
Orders can be modified or canceled within 1 hour of placement. After this, processing begins and changes may not be possible.
How do I track my order?
Once your order is shipped, you will receive a tracking number via email or SMS. Use it to track your order on the courier’s website.
Shipping / Delivery
How long will it take to receive my order?
Standard delivery usually takes 3-7 business days. Express delivery options are available at checkout.
Do you ship nationwide?
Yes, we deliver to all cities across Pakistan.
Are there any shipping charges?
Yes, a flat delivery charge of Rs.250 applies. Free shipping is available on orders above a certain amount.
What should I do if my order is delayed or missing?
Contact our customer support with your order number. We will investigate and ensure your order is delivered promptly.
Payments
Which payment methods are accepted?
We accept credit/debit cards, online banking, e-wallets, and cash on delivery (where available).
Is online payment secure?
Yes, all transactions are encrypted and processed through secure payment gateways.
Can I use coupons or promo codes?
Yes, enter your promo code at checkout to apply discounts.
Returns / Refunds / Exchanges
Can I return or exchange hygiene and paper products?
For hygiene and personal care items, returns are accepted only if unopened and in original packaging. Paper products may be returned if defective.
How do I request a refund?
Submit a return request through your account or contact our support team. Once verified, refunds are processed within 5-7 business days.
Are opened or used products eligible for return?
No, for hygiene and personal care products, only unopened items are eligible for return.
Product Usage & Safety
Are cling film and wax paper food-safe?
Yes, all cling film and wax paper are safe for food storage and cooking purposes.
Is aluminium foil and baking paper safe for oven and air fryer use?
Yes, our aluminium foil, baking paper, and air fryer parchment paper are heat-resistant and food-safe.
Can kitchen cleaners and glass cleaners be used on all surfaces?
Check the label for surface-specific instructions. Some cleaners may not be suitable for natural stone or delicate surfaces.
Are your hygiene tissues and liquid hand wash safe for sensitive skin?
Yes, our hygiene tissues and liquid hand washes are dermatologically tested and safe for daily use.
How should I use perfumed facial tissue without irritation?
Use sparingly on sensitive areas. Avoid contact with eyes.
Are your cotton buds and cotton balls safe for ear and skin use?
Yes, but cotton buds are recommended for outer ear cleaning only, not inside the ear canal.
Product Information
Are your paper napkins, hand towels, and toilet paper biodegradable?
Yes, all our paper products are eco-friendly and biodegradable.
Do you offer different sizes or packs for tissues and napkins?
Yes, most items are available in multiple sizes and pack quantities. Check the product page for options.
How long does liquid hand wash last after opening?
Typically, liquid hand wash lasts 6-12 months after opening. Check the expiry date on the bottle.
Are party napkins and kitchen paper towels strong enough for heavy use?
Yes, our products are designed for everyday use and are durable for both household and party use.
Promotions / Loyalty
Do you offer discounts for bulk purchases?
Yes, we provide discounts for bulk orders. Contact our support team for special pricing.
Is there a loyalty or referral program?
Yes, our loyalty program rewards points on every purchase, which can be redeemed for discounts on future orders.
Are there seasonal offers on hygiene and kitchen products?
Yes, we run seasonal and festive promotions. Sign up for our newsletter to get updates.