CODE / Customer Care
Returns & Exchanges
Wrong size is not a problem. You get 14 days from delivery, and your first size swap is on us. Everything below is exactly how it works — no fine print, no surprises.
Exchanges — wrong size or colour
This is the fastest route and the one most people need. If the piece doesn't fit, don't return it for a refund and reorder — just swap it.
How a size swap works
-
Message us on WhatsApp within 14 days
Send your order number, the item, the size you have, and the size you want. Do this within 14 days of the delivery date.
-
We confirm stock before anything moves
We check that your requested size is actually available and confirm it with you. If it's out of stock, we'll offer another size, another piece, or a full refund — your choice.
-
We book the pickup
Our courier collects the original item from the same address it was delivered to. Keep it unworn, unwashed, with tags attached and in its original packaging.
-
We ship the replacement
Once the original is collected and checked, the new size goes out. It arrives within 2–5 days nationwide.
One exchange per order is free — we cover both the pickup of the original and the delivery of the replacement. A second exchange on the same order is charged at the standard flat delivery fee, paid on delivery.
Swapping for a different piece is fine. If the new item costs more, you pay the difference on delivery. If it costs less, we refund the difference to the original payment method, or as store credit if the order was cash on delivery.
Returns & refunds
If you'd rather have your money back than a different size, you have 14 days from the delivery date to request a return.
How a return works
-
Request the return within 14 days
Message us on WhatsApp with your order number and which items you're returning, plus a short reason. Requests after day 14 can't be accepted.
-
We approve and arrange collection
We confirm your request and book a courier pickup from your address. Return shipping is paid by you — the flat return fee is collected by the courier at pickup.
-
We inspect the item
Within 2 business days of the item reaching us, we check it is unworn, unwashed, undamaged, with all tags and original packaging intact.
-
We issue your refund
Once inspection passes, the refund is processed. See the timing table below for exactly when the money lands.
When the refund actually arrives
| You paid by | Refunded to | Time after approval |
|---|---|---|
| Card online | The same card | 5–14 business days, depending on your bank |
| Cash on delivery | Instapay or bank transfer to you, or store credit | 2–5 business days |
| Store credit | Store credit | Within 24 hours |
The original delivery fee you paid to receive the order is non-refundable, and the return pickup fee is yours. You are refunded the price of the returned products. The one exception is below — if the fault is ours, you pay nothing.
If the item is faulty, damaged or not what you ordered
This is on us and it is handled differently. You pay nothing — no return fee, no redelivery fee, no deductions.
Tell us within 48 hours of delivery and send photos of the issue on WhatsApp along with your order number. We will replace the item with the correct or undamaged one at no cost, or issue a full refund including all shipping fees, whichever you prefer. If we can't replace it, you get a full refund automatically.
What can and can't be returned
Accepted
- Unworn and unwashed
- All original tags still attached
- In the original packaging
- Free of stains, odours, perfume, makeup and pet hair
- Requested within 14 days of delivery
- Full-price and discounted items alike
Not accepted
- Worn, washed or altered pieces
- Items with tags removed or damaged
- Requests made after day 14
- Free gifts and items from a buy-one-get-one deal, unless the whole set is returned
- Items damaged after delivery
- Underwear and socks, for hygiene reasons
We will photograph the issue, send it to you, and ship the item back to you at no charge. We never quietly keep or discard a rejected return.
Common questions
Yes. Message us on WhatsApp as soon as possible with your order number. If it hasn't been handed to the courier, we cancel it and refund in full. Once it's with the courier, treat it as a return.
Yes. Return any individual items you don't want and keep the rest. If returning items drops your order below a discount or bundle threshold, the discount is recalculated on what you keep.
Yes — sale items follow the same 14-day exchange and return rules as everything else.
The order returns to us and is refunded, minus the delivery fee the courier already charged for the attempt.
The courier attempts collection twice. If both fail, message us and we'll rebook. Rebooked pickups still count against your original 14-day window, so tell us early.
Start a return or exchange
Have your order number ready. We reply daily, 11:00–21:00 Cairo time.
Message us on WhatsApp