Below are the most common questions about ordering, payment, delivery, returns, and refunds.
Available payment methods appear at checkout and may include online card payment, wallet payment through Paymob or the active payment gateway, and any other payment option enabled on the website at the time of purchase.
No. Online payment data is handled by the payment provider or gateway flow. We do not intentionally store full card numbers or CVV on our website servers.
The current estimated delivery window is 5 to 10 days from order confirmation. This is an estimate and can vary based on preparation time, destination, carrier conditions, and holidays.
Eligible return requests are currently accepted within 14 days from delivery, subject to product condition and policy terms. Wrong, damaged, or defective items should still be reported as soon as possible.
Approved refunds for prepaid online orders are typically returned to the original payment method within about 7 to 14 business days, depending on the payment gateway and the bank or wallet provider procedures in Egypt.
You may request a change or cancellation before processing starts. Approval depends on the order status, preparation stage, and whether shipping arrangements have already begun.
Please contact us promptly, keep the packaging, and share the order number with clear photos or videos so the support team can review the case.
Use the WhatsApp and contact channels shown in the website footer or email us at admin@sofretnaeg.com.