Shipping & return policy

1. Overview

We aim for every customer to be satisfied. This policy explains order processing, shipping, delivery times, tracking, inspection at delivery, returns, exchanges, refunds, and responsibilities for shipping costs. It applies to all purchases made via our online store and official sales channels unless a different written agreement exists.

2. Definitions

  • Order processing: time between order placement and handover to the courier (includes payment verification, picking, packing).
  • Delivery time: time from the courier pickup to the customer's receipt.
  • Return window: number of days after delivery during which a return/exchange may be requested.

3. Order processing

  • Standard processing time for in-stock items: 24 hours (Saturday–Thursday; public holidays excluded).
  • Large orders may take longer (up to 2 business days) — customers will be notified by WhatsApp if delayed.
  • Payment by methods requiring manual confirmation (if any) will delay processing until payment is confirmed.
  • Order changes/cancellations are accepted only while the order is still in processing. Once dispatched, cancellations are not possible; customers must follow the returns process.

4. Shipping method & carrier

  • All shipments are handled exclusively by Aramex.
  • Service level: Express.
  • Payment on delivery: Cash on Delivery (COD) only.

5. Shipping destinations & restrictions

  • We ship to all governorates in Egypt only.
  • No international shipping is provided.

6. Shipping costs & remote-area surcharges

  • Shipping fees are calculated per order based on the governorate and any applicable surcharges.
  • Remote/distant governorates incur higher shipping fees
  • Any additional fees (remote-area surcharge, COD fee applied by the courier) will be charged to the customer as applicable.

7. Estimated delivery times & tracking

  • Actual delivery depends on Aramex's performance and local conditions.
  • Typical delivery after dispatch: 1–2 business days, depending on the governorate.
  • After dispatch, customers will receive a tracking number and link via SMS/WhatsApp, where available.

8. Inspection at delivery

  • No inspection, fitting, or trial is permitted at the time of delivery. The courier will not allow the customer to open/try on items before paying.
  • If the customer accepts and signs for the delivery, this indicates the shipment appeared correct on receipt. Claims for visible damage or missing items after signature may be subject to additional investigation and limited.

9. Lost, stolen, or undelivered packages

  • If tracking shows the package as delivered but the customer did not receive it, they must check with their neighbors and the local Aramex office and contact our support within 7 business days of the delivery date.
  • We will open an investigation with Aramex. If the carrier confirms loss/theft and the claim is valid, we will replace the item or issue a refund, subject to the carrier’s investigation outcome.

10. Returns, exchanges & refunds — general rules

  • Return window: Customers may request returns within 14 days from delivery for eligible items.
  • Change-of-mind: Accepted if item is unused, in original packaging with tags and accessories.
  • Damaged/defective/wrong item: Must be reported within 24 hours of delivery with photos; in such cases, we will cover return shipping and provide a replacement or full refund.
  • Missing parts/short shipment: Report within 24 hours; we will ship missing parts or refund after verification.

11. How to initiate a return (customer steps)

  • Contact support at support@nouwaar.com, WhatsApp, Facebook, or Instagram. Include order number, items to return, reason, and photos if damaged/defective.
  • We will review the request and, if approved, we will provide return instructions within 1–3 business days.
  • We will contact Aramex to pickup the product from you.
  • After we receive and inspect the item, we will confirm the outcome and process the refund/replacement if approved.

12. Return shipping costs & reimbursements

  • Change of mind: return shipping cost is the customer’s responsibility. We recommend using tracked shipping.
  • Seller error (wrong/damaged/defective): we cover reasonable return shipping costs and may issue a prepaid Aramex label or reimburse on presentation of receipt.
  • International returns: not applicable (we do not ship internationally).

13. Refunds & timing

  • Refunds are issued to the customer via Vodafone Cash or Instapay only. Please provide accurate payout information.
  • Refunds are processed 1–3 business days after we receive and inspect the returned item. Additional time may be required by banks/payment processors.
  • Original outbound shipping fees are non-refundable unless the return results from our error (wrong/damaged/defective items).

14. Exchanges

  • Direct exchanges are not supported. Customers should return the original item (if eligible) and place a new order.
  • For seller-error cases, we may hold a replacement and ship it after receiving the returned item.

15. Defective, damaged, or missing items — special handling

  • Report timeframe: within 24 hours of delivery for visible damage, defects, or missing content.
  • Evidence required: clear photos of the defect/damage, photos of the packaging, and the order/tracking number.
  • We may request the item back for inspection. If defect/damage is confirmed, we offer replacement, repair, or full refund and will cover return shipping.

16. Restocking fees & deductions

  • If a returned item is not in resalable condition (signs of wear, missing accessories, stains, odors), we may apply a restocking fee or partial refund deduction. Typical deductions range from 10% to 30% depending on condition and category. We will notify the customer before issuing any partial refund.

17. Cancellation policy

  • Before dispatch: orders may be cancelled free of charge if the order is still in processing — contact support immediately.
  • After dispatch: orders cannot be cancelled. Customers should follow the returns process after delivery.

18. Customs, duties & taxes (international)

  • Not applicable — we do not ship internationally. If a future policy changes to permit international shipments, customs duties and import taxes would be the recipient’s responsibility unless otherwise stated.

19. Weight, volumetric charges & disputes

  • Carriers calculate shipping by actual weight or volumetric (dimensional) weight — whichever is greater. If a weight/charge dispute arises, we will request photos of the sealed parcel and open an investigation with Aramex. The carrier’s measurement is final for shipping charges.

20. Contact & support

  • Email: support@nouwaar.com
  • Social media
  • Business hours: Saturday–Thursday, 10:00 AM–06:00 PM (local time)
  • Please include your order number and photos (if applicable) to help us resolve requests faster.

21. Changes to this policy

We may update this policy occasionally. Significant changes will be posted on our website, and the effective date at the top will be updated.

22. Final notes & recommendations

  • Display return cost responsibility clearly at checkout to reduce disputes.
  • Offer tracked shipping both outbound and for returns — tracked evidence speeds resolution.
  • Clearly state “No inspection at delivery / No open-before-sign” on product pages and during checkout.
  • Keep photographic evidence for any damage/defect claims — photos are the single most important piece of evidence.
  • For remote governorates, show shipping surcharge clearly before payment to avoid surprises.