If your order arrives faulty or wrong
If an item arrives broken or faulty, different from what you ordered, or missing, you can exchange it or return it for a refund within 30 days of delivery, at no cost to you: we pay the shipping both ways.
Message us on WhatsApp with your order code and a photo of the problem, ideally as soon as your order arrives so we can sort it out quickly. This applies to everything, decants and opened perfume included.
Decants and opened perfume
A decant is filled especially for you from the original bottle. That's why, for hygiene reasons, we can't take back or exchange decants or any perfume that has been opened, unless it is faulty or arrived wrong (then all your rights above apply).
If you're unsure about a scent, start with a 5 ml decant, or ask us on WhatsApp before you order.
Sealed perfume (full bottles)
If you change your mind about a full bottle, you can exchange or return it within 14 days of delivery, as long as it is still sealed in its cellophane, unopened and in its box as it arrived.
Kids' clothes
You can exchange or return a kids' piece within 14 days of delivery if it's just as it arrived: unworn, unwashed and with its tags. As most pieces are the only one in their size, if no other size suits you we refund you.
Check the size with us on WhatsApp before you order; it saves you the trip of an exchange.
Shipping costs for exchanges and returns
If the problem is ours (a fault, a wrong or missing item) we pay all the shipping. If you change your mind, the return shipping is on you, and we tell you the amount on WhatsApp first.
Refunds
If we agree on a return, we refund you within 7 days of receiving the item back, or within a week of your request if the item is faulty. The refund goes back the way you paid: cash if you paid on delivery, unless we agree another way with you.
How to ask for an exchange or return
Message us on WhatsApp with your order code, the item you'd like to return, and a photo if something's wrong. We'll agree a pickup time with you; keep the item in its original box and wrapping until it reaches us.
Your rights as a consumer
These rules never reduce your rights under Egypt's Consumer Protection Law No. 181 of 2018. If you have a complaint we haven't resolved with you, you can contact the Consumer Protection Agency on its hotline 19588.