Frequently Asked Questions:
Shopping & Account:
Do I need an account to place an order?
An email address & phone number is all you need to start the order process. We recommend that you register for an account so that you can subscribe to our newsletter, receive updates & offers, and easily place orders in the future.
I have forgotten my password, what should I do?
Simply follow the ‘Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
How can I cancel my order?
You can cancel your order from your account page. After logging in click on the account account in the top right side of the menu bar, then click on “My orders” in your account page and select the order you want to cancel. Orders can’t be canceled after they are processed which typically takes 1 to 8 hours after the order is placed, which will be indicated by the order status update emails as well as the order status in your account page. If you wish to cancel outside the specified time you will have to go through our return/refund process. For more information please visit the Exchange & Refund page.
Why did I receive an email requesting a copy of my ID?
In complaisance with recent changes to international shipping regulations, shipping providers are now required to submit a photographic copy of the customer’s ID for all international orders for the package(s) to pass customs. Please note that any personal information shared with us is confidential and is ONLY used for the purpose of processing and managing your order.
Which methods of payment do you accept?
Locally we accept card and cash payment, with a limit of 10,000 EGP per order. Internationally we accept card payment only. We accept all payment networks such as Visa, Mastercard, American Express, etc… We don’t save your card information, all transactions are process through the secure payment gateway Payfort, an Amazon company.
What currency can I shop in?
When will I receive my refund?
Is my information safe?
Do you ship to my country?
How can I return/exchange an item?
You can start the return/exchange process by logging into your account and opening “My orders” tab in your account page, navigate to the order you wish to return/exchange item(s) from and press the button under the “Return/Exchange”; note this is only applicable if your order has been marked shipped by the shipping provider. Also, you can request return/exchange through writing us on firstname.lastname@example.org Please include the following in your email: - Order number - Item(s) you wish to return/exchange - Reason for exchange For more information please visit the Exchange & Refund page.