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Frequently Asked Questions
Orders
How do I know if my order has been confirmed
We will email and get notification once your order has been confirmed.
My payment was successfully processed, but I did not get any order confirmation on my email. What should I do
Please call our hotline (15599). Our team will help you.
How can I track my order
You can track your order through the website from orders history page and check courier tracking link.
Can I receive my order from a branch
Yes.
How do I cancel my order
If you have not already received the email information that your order was shipped, you can simply cancel your order by getting in touch with our Customer Service Call Center at 15599. Otherwise, you can cancel it from the order dretails page if not confirmed or shipped.
I did not receive the invoice for my order. What should I do
A hard copy of the invoice will always be sent along with your order. If you have not received an invoice, please get in touch with our Customer Service Call Center at 15599 or Contact Us and we will send it to you via Whatsapp or Email.
Return & Exchange
What does the return and exchange policy mean
The return and exchange policy regulates the conditions for exchanging or returning products purchased through Etisal website or mobile application.
What are the conditions for exchanging or returning products
You can return your order within 14 days if it is in the same condition as received (Sealed package and Unopened), and 30 days if it is defective.
Who is responsible for product defects
Etisal is not responsible for any defects or damages if it is not the official technical agent for the product. In such cases, the manufacturer is responsible and should obtain a technical report from the agency or authorized service center.
What should I do if I receive a defective product or change my mind ? How do I return the product
A return request can be submitted through customer service at 15599 or contact us via Facebook or Instagram. The complaints and follow-up team will contact you to review your request and ensure the product return is compliant within 24 working hours.
What if I lost the original packaging in which I received the product, how can I return it
Unfortunately, we cannot accept the return of any product without the original packaging.
What happens if I receive the wrong product, how can I return it
If the product you received is incorrect, you can return it in the same condition it was received (first sort condition) within the first 30 days. Once we receive the returned product, you can either get a refund or exchange it for the correct product.
What is meant by products in the same condition as purchased (first sort condition)
A product that is unused, unopened, and undamaged in its original packaging, and the customer must have retained the packaging in the same condition as when the product was received.
How will the product price be refunded
The product price will be refunded using the same payment method recorded on order, bank transfer, or any other method that Etisal deems appropriate.
Can I exchange the product for another one
Yes, you can exchange the product for another one of equal or greater value if it is in the same condition as received (Sealed package and Unopened) or if it is defective.
Delivery Fees
| Governorate | Shipping Fees | Delivery Time |
|---|---|---|
| Cairo | 92 | Within 1 - 3 Working Days |
| Giza | 92 | Within 1 - 3 Working Days |
| Alexandria | 109 | Within 1 - 3 Working Days |
| Qaliobia | 137 | Within 2 - 5 Working Days |
| Ismailia | 137 | Within 2 - 5 Working Days |
| Port Said | 137 | Within 2 - 5 Working Days |
| Damietta | 137 | Within 2 - 5 Working Days |
| Suez | 137 | Within 2 - 5 Working Days |
| Beheira | 154 | Within 2 - 5 Working Days |
| Dakahlia | 154 | Within 2 - 5 Working Days |
| Sharkia | 154 | Within 2 - 5 Working Days |
| Gharbia | 154 | Within 2 - 5 Working Days |
| Fayoum | 154 | Within 2 - 5 Working Days |
| Menoufia | 154 | Within 2 - 5 Working Days |
| Minya | 154 | Within 2 - 5 Working Days |
| Bani Suef | 154 | Within 2 - 5 Working Days |
| Kafr Al sheikh | 154 | Within 2 - 5 Working Days |
| Assiut | 154 | Within 2 - 5 Working Days |
| Sohag | 182 | Within 2 - 5 Working Days |
| Luxor | 182 | Within 2 - 5 Working Days |
| Qena | 182 | Within 2 - 5 Working Days |
| Matrouh | 182 | Within 2 - 5 Working Days |
| Red Sea | 219 | Within 2 - 5 Working Days |
| South Sinai | 219 | Within 2 - 5 Working Days |
| Aswan | 246 | Within 2 - 5 Working Days |
Terms & Conditions
- When placing an order through our website and upon reaching the order confirmation step, the system will automatically calculate the shipping cost based on the governorate to which the delivery is made.
- The working days for delivering shipments are from Saturday to Thursday. Friday is a day off for delivering orders to shipping companies.
- Before delivering the order, a representative from the shipping company will contact you via phone to coordinate a delivery schedule.
- The delivery of orders by the shipping company takes place during the morning hours, from 9:00 am to 3:00 pm. Therefore, if your workplace is where you are present during the morning, you can use that address as the delivery address for your order.
- is possible to open the shipment flyer and check your proudct in front of the shipping representative before accepting the delivery but not possible to open product package. However, if you encounter any issues after receiving the order, please contact us through our customer service hotline at 15599.
- Orders are confirmed within 24 hours from the time of submission, throughout the week except for Fridays.
- There is no delivery on public holidays.
