At Pantoufla, your satisfaction is our priority. We strive to offer high-quality products and a smooth shopping experience. In compliance with Egyptian Consumer Protection Law No. 181 of 2018, we offer fair and transparent return, refund, and exchange options, as outlined below:
1. Return Eligibility
You may request a return or exchange within 14 days from the date of receiving your order, provided that:
The product is unused, unworn, and in its original packaging with all labels and tags intact.
2. Defective or Incorrect Products
If the product you received is defective, damaged, or not as described, you are entitled to a full refund or replacement at no additional cost.
Please notify us within 48 hours of delivery by emailing info@pantoufla.com or through our social media pages, and provide:
Your order number.
Clear photos of the product showing the issue.
We will arrange a return and either replace the item or issue a full refund.
3. Return Timelines Based on Location
Once a return is approved, pickup and return timelines depend on your location:
Same-city pickup and delivery: Within 48 hours.
Cairo/Giza – Alexandria: Within 72 working hours.
Delta, Canal cities, Matrouh: Within 96 working hours.
Upper Egypt and Red Sea regions: Within 5 working days.
4. Return Process and Inspection
Upon return, please inspect the item to ensure it is in proper condition:
If the item is intact, provide the courier with the OTP (One-Time Password) you receive to confirm receipt.
If the item is damaged or incorrect, kindly refuse to accept it, inform the courier immediately, and contact our Customer Service team with the details.
5. Refund Processing
Refunds are processed within 7 working days after the returned item is received and inspected.
Refunds are issued via the original payment method (credit/debit card or mobile wallet).
For Cash-on-Delivery orders, refunds will be issued via bank transfer or store credit.
Shipping fees are non-refundable, unless the return is due to an error on our part.
- Return Shipping fees 20 LE
- Exchange Shipping fees 40 LE
6. How to Request a Return or Exchange
To initiate a return or exchange, contact our Customer Service team:
Email: info@pantoufla.com
Social media pages
We’ll guide you through the steps and arrange courier pickup or drop-off, depending on your location.
Legal Notice
This policy aligns with Egyptian Consumer Protection Law No. 181 of 2018, ensuring your rights as a consumer to return, refund, or exchange products under fair and transparent conditions.
For more information, please visit the official Consumer Protection Agency website: www.cpa.gov.eg
