FAQs
FAQs
Orders
- How do I pay for customs fees and VAT?
Egypt: All values are inclusive of VAT.
International: Upon receiving your order, you will be informed of the total customs fees and VAT to be paid and you can pay the courier. - Can I change or amend the items in my order once it has been placed?
Unfortunately, once an order is placed and confirmed, it cannot be amended, but we are working on more flexible options in the future.
Delivery
How long does delivery take?
Egypt: We aim to delivery your order within 3-5 business days, depending on your location. Please note that business days are Saturday-Thursday and exclude public holidays.
International: We aim to deliver your order within 7 business days. Once shipped, you’ll receive tracking details to follow your package’s journey.- I missed the delivery, how do I get the order reshipped?
We understand that sometimes it’s challenging to be available for deliveries at all times. That’s why we ensure 3 delivery attempts to accommodate your schedule.
If you have missed all the delivery attempts or wish to schedule the delivery at a specific date and time that suits you best, please reach out to our customer care team via email on contact@fromhina.com with your order number and delivery requests. We’ll gladly reschedule so you can receive your order at your convenience. - How can I change my delivery address or scheduled delivery date?
Reach out to our customer care team via email on contact@fromhina.com with your order number and delivery updates and/or requests. Our team will be happy to guide you through the process.
Please remember that if your order is already shipped, changing the address might not be possible or may incur additional fees.
Note: Do keep in mind that modifying the delivery address could affect the delivery timeline, possibly causing a delay in receiving your order.
Returns
- What is the return policy?
Egypt: We offer a 14-day return window from the delivery date. Certain items such as personalized products, earrings, swimwear, may not be eligible for return. If you wish to return an item, please email us on contact@fromhina.com with a photo showing the item’s condition. Once confirmed, we will begin processing your return. Please be mindful that we are building a community of support for local artisans, so we cannot accept returns for items that are damaged or used. Returned items must be unused, unworn, with labels intact, and in original packaging. If your product is damaged or faulty, please send us an email showing the condition of your product within 3 days of the delivery date.Â
International: Unfortunately, we are unable to process returns but we are working on more flexible options in the future. - When will I receive my refund after a return request?
Once we’ve verified and processed your return, refunds typically take 7-14 business days to appear in your original payment method. - What is the exchange policy?
We currently do not offer direct exchanges. However, you can return the item and place a new order for your desired product.
Payments
- Which payment methods are accepted?
We accept major credit/debit cards, Apple Pay, and STC Pay. Unfortunately, we do not offer COD (Cash on Delivery) at this time - Can I apply more than one discount code to my order?
You can only use one discount code per order. Make sure to pick the code that gives you the best deal for your purchase.
Reach out to us on contact@fromhina.com if you still have any questions or feedback