Here, we answer frequently asked questions and also clarify certain points to ensure your shopping and customer experience go as smoothly as possible. Please read all information in our F.A.Q. carefully before making your purchases, as well as our return and refund policy.
Frequently Asked Questions
What happens once I have validated my order?
Once your order has been validated, you will automatically receive an order validation and confirmation email. If you do not receive this email, please contact us here: al-zawja@outlook.fr . On our side, the preparation of your order is generally done in less than 24 hours. However, it is possible that this period may be longer depending on the number of orders to be processed. Your package is then shipped in less than 48 hours (same conditions as for the preparation of the order), depending on the shipping method selected during the purchase. When your package is dropped off, you will be notified by email and a tracking number will be given to you. You will therefore be able to track your package from that moment on until receipt. Delivery times depend on the carrier and the delivery area.
I haven't received my package, what should I do?
If you have not received your package, please first check the delivery status using the tracking number we sent you by email. If the problem persists, contact us at the following address: al-zawja@outlook.fr, providing all necessary details, including your order number and tracking number. We will assess the situation and, depending on the circumstances, we commit to compensating you by sending a new package (subject to stock availability) or by a partial or full refund of your order.
I don't like my order, can I return it?
It is essential to think carefully and read all the necessary information before making a purchase. Since no item details are hidden from you, it is obvious that returns, exchanges, and refunds only apply to manufacturing defects and/or errors during order preparation. Please refer to our return & refund policies section.
Where are your products manufactured?
Our products are manufactured locally in Cairo, Egypt. We carefully select our manufacturing partners to ensure our products are of high quality and good value for money.
I received the wrong item(s)
Don't panic! Although rare, if you receive the wrong order or an incorrect item, please contact us by email. We will send you a return slip to return the incorrect items. Upon receipt, we will immediately ship the correct order with the correct items. You will not be charged for either returning the package or receiving the new order. It is also possible that some items may be out of stock in the meantime. In this case, we will refund you.
My order has defects and/or an error.
Please refer to our detailed section: Return & Refund Policies
I wish to cancel my order.
Given our efforts to provide a fast and efficient order preparation service, it is not possible to cancel an order more than 24 hours after it has been placed (and only if the item has not yet been processed within those 24 hours; if the item has been processed before these 24 hours, cancellation will not be possible).
I just placed an order, but I forgot to use the promo code.
Once the order has been placed, it will no longer be possible to use the promo code, as it is highlighted on the site and any retroactive use would cause disadvantages and difficulties for the brand.
Is the black color of your items on the site similar to reality?
We do our best to present our items as realistically as possible. However, lighting and retouching are used in our photos and videos, which may result in slight color variations from reality.
I live abroad, will I have to pay customs duties?
For most countries, it will not be necessary to pay taxes or customs fees. Nevertheless, it is your responsibility to inquire about this: we are not responsible for restrictions related to your country. Also, be aware of fraudulent emails asking you to pay unverified taxes.
For any questions, please feel free to contact us via our form or directly through our chat.