Returns & Refunds
In the case of a faulty, damaged or incorrectly supplied product, you shall receive a refund of the purchase price of such product. In any case you must return the faulty, damaged or incorrect products to us as soon as possible in the same condition as supplied.
Products purchased online can only be returned to any of our stores.
Any items whatsoever which have been provided free-of-charge with the relevant products must also be returned.
You must take reasonable care of any products that you wish to return and not use them. The products must be returned in their original conditions. We will not be responsible for any loss or damage caused to the items during your possession and may reject the request to return, exchange or refund.
In accordance with global retail industry standards, we are unable to accept returns or exchanges of products in the following categories: underwear, swimwear, lingerie, fragrances, health & beauty (such as skincare, make-up & cosmetics) or other products which are personalised to your order.
For more details on our returns policies, please visit our terms & conditions of sale.
Subject to the above exclusions, we will process a refund upon receipt of the returned/exchanged products, excluding any delivery charges you paid for through ordering.
If you'd like to process your refund in-store, this can be only be done two days (48 hours) after receiving your delivery.
Any refunds given by us in relation to returns/exchanges will be made as follows.
Country / Payment Method
Cash on Delivery
|Egypt||Credit Card||Debit Card||Cash||Alshaya Card / Cash||eGift|
References to eGift refer to our gift/refund card which may then be used for future purchases in our stores and online where applicable.
If you wish to cancel your order, you may do so by calling our Customer Services department: 02-24803822 during working hours and within one hour of having placed it.
If you paid by credit card or debit card, and you have cancelled in accordance with this clause then we will reverse the authorisation or process a refund transaction (as the case may be) as soon as possible but we are not responsible for how long this will take to be reflected on your account as this is dependent on bank processing procedures.
Please note that we cannot accept cancellations outside of the specified periods as the order will have been processed and can only then be cancelled through our returns/refunds process as mentioned above.