Returns & exchanges

Last updated: 25 October 2026 We want you to be completely happy with your order. If you're not, this is our returns and exchanges policy, in line with the Egyptian Consumer Protection Law No. 181 of 2018. 1. Time limit You can ask to return or exchange a product within 14 days of receiving it. 2. Conditions - The product must be in its original condition, unused, and in its original sealed packaging with everything it came with. - Include your order number. - For the safety of the product and of our customers, fragrances, incense and personal care products cannot be returned once opened, unwrapped or used, unless they are defective. - Items sold in a final clearance sale cannot be returned when this was clearly stated at purchase, unless they are defective. 3. Defective or wrong items - If a product arrives damaged, defective or different from what you ordered, tell us within 48 hours of delivery and send photos showing the problem. - We then pay all the shipping, and you may exchange the product or get a full refund. 4. How to return or exchange 1) Contact us on WhatsApp, by phone or by email with your order number and the reason for the return. 2) We review your request, reply, and agree with you on how the product will be collected. 3) Once the product reaches us and is checked, we complete the exchange or refund. 5. Shipping costs - If the return is due to a defect or our mistake, we pay the shipping. - Otherwise (for example, if you changed your mind), you pay the return shipping, and the original delivery fee is not refunded. 6. Exchanges Exchanges are for another product, subject to availability. If the price differs, you pay the difference or we refund it. 7. Refunds - Refunds are made within 30 days of us receiving and checking the returned product. - Card and mobile wallet orders (Paymob): refunded to the same payment method; it may take a few days to appear, depending on your bank. - Cash on delivery and transfer orders (InstaPay and Vodafone Cash): refunded by InstaPay or Vodafone Cash to the account or number you give us. 8. Cancelling before shipping You can cancel your order free of charge as long as it hasn't shipped, by contacting us. If you already paid, we refund the full amount. 9. Refused deliveries If an order is refused at the door with nothing wrong with the product, the delivery fee may be deducted from any refund. To get in touch about a return, see the "Contact us" page.