Customer care
Returns & refunds
A clear process for asking us to review a return or refund.
Contact customer care before sending anything back. We will review the order, product type, packaging, and condition, then confirm whether the item is eligible and where it should be sent.
Last updated: 18 October 2026
Return procedure
Contact customer care and provide the relevant order number, the item or items you want to return, and the reason for the request. Include clear supporting photos when the condition of the parcel or product needs to be reviewed.
Packing and sending the return
After you receive our acknowledgement and return instructions, securely pack the approved item in a suitable box and include a copy of the acknowledgement so we can identify the request. Send it only to the return address confirmed by customer care. Return shipping fees are the customer’s responsibility and are not refunded unless we confirm otherwise because the item was incorrect or arrived damaged.
Refund condition
Only items returned in pristine condition, unused and with their original seals, packaging, accessories, and any included labels, can be considered for a refund. Products that cannot be accepted are not refunded or sent back unless this is agreed with customer care in advance. Hygiene-sensitive products that have been opened or used cannot normally be returned unless they are faulty.
Shipping, gifts, and deductions
Original shipping and handling fees are non-refundable except where required by applicable law or where we confirm an error on our side. If an order included a promotional item or gift, it must be returned with the order for a full refund; otherwise, its listed retail value may be deducted from the approved refund.
Refund timing and statutory rights
Once the returned item is received and inspected, customer care will confirm the decision and any approved amount. Processing time depends on the original payment method and payment provider. This policy does not limit any mandatory consumer rights available under applicable Egyptian law.