<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Once you reach our&nbsp;<strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Thank You page<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">&nbsp;with the confirmed details of your order, it means your order was completed successfully. We’ll also send you an email confirming we’ve got your order.

How do I know if my order has been completed successfully?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Just log in to the&nbsp;<strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">My Account<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">&nbsp;section on our website to review the status of your orders and other related information.

How can I check the status of my order?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Once your order has been delivered or collected, you'll receive a tax invoice along with the items that will list your order and payment details. This can be used as a proof of purchase for any future communications.

What qualifies as a proof of purchase for my online order?

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Yes, but only if it’s still being processed by us. You can get in touch with us at 16802. We’re available from <a style="box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-decoration:none;">9am to 9pm (Cairo Time) </a>Saturday through Friday.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">If your order is already with our courier partner, you can make use of our free returns policy, which allows you to return your items within 30 days of you purchasing them.<div style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><div class="msocomtxt" style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">&nbsp;</div></div>

Can I cancel my order?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We’re so sorry this happened, but if your order or part of it was cancelled it could have been due to us not being able to verify your payment details, due to technical issues, or if the item was unavailable. If you've already made the payment for your cancelled items, we would have automatically processed your refund. If you’re still unsure or need help, you can get in touch with us on <a style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;" name="_Hlk127355094">16802</a>

Why was my order cancelled?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. <span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">However, you may be able to cancel your order and place a new one instead. Please contact customer service on <a style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;" name="_Hlk127355094">16802</a><span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"> if you wish to do this.

Can I amend my order after I've placed it?

order-helpcenter.png

Order

Know more about the refund and return process.

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We hope you will be happy with your purchase from L’azurde. However, if you’re not completely satisfied with your purchase, you can return your items in line with our returns policy mentioned below:<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">You can return any item(s) to L’azurde within 30 days from the date of receiving it.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Please ensure the item(s) you return is in a perfect, unused condition and in its original box and packaging with tags and labels intact.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">The item(s) must be accompanied with any accessories that came along with it and the original invoice.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">If the item(s) you’re returning was a part of a promotional bundle, the entire bundle must be returned in order to process the refund.</li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We are not able to accept any item(s) for return after 30 days have passed. If you attempt to initiate a return after this period, we may have to send it back to your default delivery address and ask you to cover the delivery fee.<h2 style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Excluded Items</h2><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We place hygiene and our customer's safety as our top priority. As such, we inspect all items on return and don’t allow return of certain items as mentioned below:<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Pierced jewelry if the seal has been tampered with or broken.</li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Of course, it's fine to try an item on like you would in a shop, but if an item is returned to us in a damaged, worn, or unsuitable condition, we won't be able to process a refund and we may have to send it back to your default delivery address and ask you to cover the delivery fee.<h2 style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Responsibility</h2><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Any item(s) that you return is your responsibility until they reach us, so please make sure they're packed properly without any risk of getting damaged on the way.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Please ensure you get a proof of postage in case you need to follow up on the status of your return.<h2 style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Fair Use</h2><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">If we notice an unusual pattern of return activity, we might have to deactivate your account and any accounts associated with it. This could include some of the following scenarios:<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">We suspect someone is actually wearing the item(s) before returning them.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Ordering and returning item(s) frequently.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Item(s) returned don't match what you ordered.</li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">If this happens to you and you think we've made a mistake, please get in touch with our Customer Service, and we'll be happy to discuss it with you.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">If your account has been deactivated and you need to make a valid return, please contact our Customer Service. We’ll give you a return label, but you will have to cover the fee of returning the item(s) to us.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Please note, we reserve the right to take legal action against you if the item(s) you return don't match what you ordered.

What is the return policy?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Follow these steps to return your item(s) online:<ol style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Log in to your L’azurde account with your username and password.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Go to the order details that include the item(s) you wish to return.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Click on Return Order and select the item(s) you wish to return along with a reason for your return.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Select Courier Collection to schedule a pickup for your return. Our delivery partner will collect your item from your delivery address and provide you with a proof of collection. Please retain this in case you need to follow up on the status of your return.</li></ol><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">You can also track the status of your return under the <a style="box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-decoration:none;" target="_blank" rel="noopener noreferrer" href="https://www.lazurde.com/account">My Account</a> section on our website.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We’ll send you an email to let you know once we’ve received your return. Once your return item(s) have been inspected and your refund request approved, it can take up to 10 working days for the refund amount to show in your bank account.<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">The refund will be made via the same payment method used to make the purchase.<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">If you paid for your order using a credit or debit card, we’ll initiate a refund to the original payment method used to place your order. This may take up to 28 days depending on the card provider.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">If you returned an item from an order that was paid using a Buy Now Pay Later provider such as Valu, you will automatically receive an updated payment plan from the provider. If you’ve paid for your order in full, you will receive a refund from the provider.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">If you returned an item from an order paid using Cash on Delivery, we’ll initiate a refund via bank transfer. Our Customer Service will get in touch with you for the details necessary to arrange the bank transfer.</li></ul>

How Can I Return an item Online?

refund-helpcenter.png

Refund and Return

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Creating an account with us is easy. You can either create an account on our&nbsp;Sign-Up&nbsp;page and click&nbsp;Create an Account or sign up during your<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We will verify your contact details on sign up to protect your security and deliver the best possible experience.

How do I create an account?

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognized, there are a few things worth checking:<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Make sure you are using the same email address and password you registered with.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">If you can't remember your password, click on the&nbsp;'forgotten password'&nbsp;link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.</li></ul>

Trouble signing into your account

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Sign into your account and select&nbsp;<strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">My Details<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">&nbsp;from your&nbsp;<strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Account Overview<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">&nbsp;to replace your current password with a new one. You can create a new password by selecting the edit option located next to your current password. If you've forgotten your password, click on&nbsp;<strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Forgot your password?<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">&nbsp;on the sign in page for reset instructions.

How do I change my password?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Once you've created an account, select personal information and update your email address. Hit save and your new email address will be updated for future communication

Can I change my email address ?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Once you’ve created an account, select personal information and update your phone number. You will receive a SMS to verify your new phone number

Can I change my registered phone number?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">You can sign into your account and select&nbsp;<strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Address Book<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">&nbsp;in&nbsp;<strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Account Overview<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">&nbsp;to add new delivery information, update or delete old ones, as well as set a default address for your next order.

How do I add or edit my delivery information?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">The&nbsp;<strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Order History&nbsp;<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">section in&nbsp;<strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">My Account&nbsp;<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">lets you check the status of your current order(s), including tracking of your order, access your tax invoices and print them. You can also initiate a return of an order or items in your order. For more details on our return policy,&nbsp;<a style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;" target="_blank" rel="noopener noreferrer" href="https://www.lazurde.com/en-sa/lazurde-policies">see here</a>

What details can I view in the Order History?

my_account-helpcenter.png

My Account

Know more about the tracking and delivery process.

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We ship across Egypt with the exception of the following areas:<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Salloum</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Halayeb</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Shalateen</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">North Sinai</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">South Sinai</li></ul>

Where do you ship in Egypt?

<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">We offer free&nbsp;delivery on all standard delivery orders.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Next Day delivery is available in Cairo Only if paying using one of our digital payment methods.</li></ul>

What type of shipping service do you offer and how much does it cost?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">At L’azurde our goal is to ensure you receive your orders as efficiently as possible. That is why we’ve teamed up with one of the best courier companies in the world. Your order will be delivered by Mylers, Fedex or Jumia

Which courier company has Lazurde partnered with?

<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Cairo and Giza: 1-3 days</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Alexandria:: 1-3 days</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Port Said, Ismailia, Suez: 2-3 days</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Qalioubia, Menoufia, Sharqia, Gharbia, Dakahlia, Beheira, Damietta and Kafr El-Sheikh: 2-3 days</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Fayoum, Beni Suef, Minya, Assiut and Sohag: 2-3 days</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Qena, Luxor, Aswan and Hurghada: 2-4 days</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Red Sea, South Sinai, North Coast and Matrouh: 7-15 days</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">New Valley, Abu Simbel and Marsa Alam: 7-15 days</li></ul>Please note that the delivery times mentioned may be subject to change during official holidays.

When will I receive my order?

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">A shipping notification with tracking details will be sent via email and SMS after your order has shipped. Just click the tracking link or<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Go to 'My Orders' and select the order you want to track.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Select the ‘Track Parcel’ button to track your parcel.</li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">If the tracking doesn’t show any updates or is blank, don't worry! Please wait until your estimated delivery date. There may be a delay with your tracking being updated, but it should update soon.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Our courier partner will also give you a call to arrange the most suitable time to deliver your order.

How will I know when my order is on its way to me?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Yes, you can, just inform our partner courier company or give us a call on 16802 prior to shipping of your order.

Can I change my shipping address after placing an order?

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Someone should be home when your order is due to be delivered as&nbsp;we may need a signature. However, don't worry if this isn't possible as our&nbsp;delivery partner&nbsp;usually tries to deliver more than once.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We might ask you for a form of ID such as National Identity Card or your passport.

Do I have to present anything at the time of shipping?

tracking-helpcenter.png

Tracking and Delivery

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Visa</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Mastercard</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Instalment plans via valu</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Instalment plans via Souhoola</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Instalment plans via Contact</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Premium card</li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone

What payment methods can I use?

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Once you enter our website.<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Choose valU as a payment method from the list of payment options</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Enter your registered phone number on your valU account</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">You will receive a SMS with an OTP to confirm the purchase</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Choose the suitable installment plan for you and click on&nbsp;Buy</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">You will receive an SMS to confirm the payment and the amount will be deducted from your valU limit.</li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone

How do I pay for an order using Valu?

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">If your payment has been&nbsp;declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been&nbsp;declined.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">To help ensure your order is not&nbsp;declined&nbsp;when placing a new order, we suggest checking the following:<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Check the card details to make sure the information is correct, e.g., the expiry date or your billing address.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Make sure you enter the security code correctly - that's the three-digit number on the back of your card.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Make sure the OTP code (one-time password) sent by the bank within 5 minutes, otherwise it will expire.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Your card issuer may have&nbsp;declined&nbsp;your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">If you've checked all of the above, try paying with another card.</li></ul>

Why was my payment was declined?

<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Yes, all our prices and inclusive of 14% VAT.

Are your prices inclusive of VAT?

<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">We’re sorry this happened, but your order was not placed because we couldn’t process your payment details. To place a new order, you can check the following details to ensure it goes through:<ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);font-family:Roboto, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-bottom:0px;margin-right:0px;margin-top:0px;orphans:2;outline:0px;padding:25px 0px 0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);text-align:start;text-decoration:none;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Check if the card details saved in your account has the correct information - this could involve anything from your name to the expiry date.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">Make sure you’ve entered the right security code - that’s the 3-digit number on the back of your card</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">The incorrect OTP was entered when requested from your bank.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">If you've checked all of the above, try paying with another card.</li><li style="box-sizing:border-box;font-family:Roboto, sans-serif;outline:0px;scrollbar-color:rgba(0, 0, 0, 0.2) rgb(255, 255, 255);">For any other questions, you can get in touch with us on 16802</li></ul>

How can we help you?

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