Cancellation: you can cancel your order yourself from the Track Order page as long as it has not been shipped (status Pending or Confirmed). Cash-on-delivery orders are cancelled immediately; for prepaid orders a cancellation and refund request is recorded, reviewed by our team, and we contact you.
Returns & exchanges: we honour consumer rights under the Egyptian Consumer Protection Law No. 181 of 2018, including the right to exchange or return a product within fourteen days of receiving it, provided it is unused, in its original condition and returned with its packaging and accessories, unless the product is legally excluded.
Defective items: if you receive a defective item or one that does not match your order, contact us promptly with clear photos of the product and packaging and your order number. We will inspect it and replace, repair or refund it in accordance with the law.
Personalised pieces: items made to your specification (such as engraved names) may only be returned if defective, within the limits permitted by law.
Refunds: once a return, or the cancellation of a paid order, is accepted, the amount due is refunded by a method agreed with you — for example the original payment method, bank transfer, InstaPay or a mobile wallet. Refunds are made in accordance with the Egyptian Consumer Protection Law and without prejudice to any refund right, deadline or refund method that the law grants you.
To complete a refund we may ask only for the receiving account or wallet details; they are used solely for that refund and kept confidential. We will never ask for a password, a verification code (OTP) or your card PIN. Our customer care team confirms the refunded amount and method with you when it is made.
To start a return or exchange, contact us through the Contact Us page with your order number.