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Frequently Asked Questions
Please read our FAQ before sending us a message.
What are the delivery charges for orders from Farawlaya.com?
We are pleased to offer you low shipping fees on all products selections, a more accurate detail about the shipping cost will be provided on the checkout page depending on your address location.
Which payment methods are accepted in Farawlaya.com?
We accept payment by cash on delivery (COD). Soon, we'll accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS), debit card (VISA / MasterCard), and by FAWRY.
How long will delivery take?
Your order should be delivered within 3 to 5 business days following order confirmation in Cairo & Giza. Please allow up to 2 additional days for any other governorate.
How secure is shopping in Farawlaya.com? Is my data protected?
Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.
What exactly happens after ordering?
After ordering you will promptly receive an order confirmation via e-mail and you'll receive a phone call from our agent to confirm your order details and address.
Do I receive an invoice for my order?
The invoice was sent to you in the order confirmation email along with your personalized registration information. If you did not receive an email for your order, please check your spam and junk mail folders.
Why have I not received an order confirmation?
Some e-mail services incorrectly flag automated messages from our servers as spam - if you don´t receive anything, please check your spam folders first. You may also accidentally have provided an incorrect e-mail address - in this case please contact our Order-Support to check whether we received your order.
I have not yet received my delivery, although the stated delivery time has passed.
On rare occasions or in remote areas there sometimes might be a delay. Farawlaya.com unfortunately has no influence on this. If the announced shipping times are exceeded significantly, please contact our Order-Support with your order number.
I received a defective/damaged item, can I get a refund?
In case the item you received is defective, you could return an item in the same condition as you received it with the original packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective, we will process the refund along with any shipping fees incurred.
I received a wrong item, how can I return it?
In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original packaging intact. Once we receive the returned item, we will process the refund along with free 15 days returns.
When are ‘Returns’ not possible?
There are a few certain scenarios where it is difficult for us to support returns: 1. Return request is made outside the specified time frame, of 15 days from delivery. 2. Item is used, damaged, or is not in the same condition as you received it. 3. Defective items which are covered under the manufacturer's warranty.
How long does it take the courier to collect the returned items?
Typically, Courier representative will contact you within 3-5 days from the day you requested a return.
Can I return my item after 15 days?
There may be situations in which you were not able to return items within the 15 days, in such cases please contact our Customer Service Team on Facebook or through the Contact Us page to file a complaint. Complaints are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.
I paid through Cash on Delivery, how will I receive a refund for my item?
If you have paid through Cash on Delivery (COD), the money would be refunded to you through an Egyptian bank account deposit, or Etisalat Wallet, the refund process will start once we receive the items from you and check it's status. Once we ensure that the returned item are in the same condition as you received it with the original packaging intact, we'll start the refund process and it'll take 3-5 days to complete.
Can I Replace or Exchange an item rather than a refund?
Yes you can. just contact our customer service through our Facebook page messages.