FAQs

POLICY

Order Receiving Policy

You may open the package in front of the courier only to:
• Confirm that the order is complete
• Check the material and quality

Please note: Trying on or using the item while the courier is present is not allowed.

If you notice any issues after trying it on at home, you can request a refund or exchange within 24 hours of receiving the order, provided the item is unused and in its original condition

Partial order receiving is not allowed. Customers must receive the order in full. If the customer refuses to receive the order, they will be required to pay the shipping fees.

For orders above 4,000 EGP, a 25% deposit is required to proceed with shipping.

Payments & Returns Policy

We offer the following payment methods:

  • Cash on Delivery (COD)

  • Visa / Debit / Credit Card Payments

If the customer refuses to receive the order upon delivery:

  • For Visa payments, a refund will be issued within 2-14 working days after the order is returned to us.

What is your Refund & Exchange policy? 

No refunds are available during sales. Exchanges are only accepted if the item is defective or if you are exchanging it for another item of equal or greater value.

  • Packages are allowed to be opened at the door.
  • If you would like to request an exchange or refund, please contact us after receiving the package. We will ensure that your exchange or refund is processed as quickly as possible.
  • Exchange or Refund requests must be initiated within 24 hours of receiving your order, and the item must remain in its original package, unworn, and clean.
  • If the item is defective or you received a wrong item, the shipping fees will be covered by the company.
  • If you are requesting a refund or exchange due to personal preference, you will be responsible for the Exchange or Refund delivery fees.

IMPORTANT FOR REFUNDS

  • Refunds are issued at the door by the courier for orders under 2,000 EGP.
  • For orders over 2,000 EGP, the refund will be processed via InstaPay or mobile wallet after the returned item(s) arrive at our warehouse, which may take up to 7 working days.

  • If the returned item does not meet the above criteria, the refund will be refused. In such cases:

    • The item will be sent back to you.

    • We will not be able to process or return the refunded amount.

    Please ensure all items meet the return conditions before sending them back to us.

If the refund is initiated at your request (e.g., change of mind or sizing issues), the original shipping fees and return shipping fees will be deducted from the refund amount.

 

SHIPPING

Do you ship worldwide?

Yes, we ship worldwide!

However, international orders are not placed through the website. Instead, we process them manually. Once you provide the details of your order, we will inform you of the shipping fees based on the weight of your items before finalizing the shipment.

Do you ship allover Egypt?

Yes, we ship all over Egypt . However, shipping fees may vary depending on the destination governorate.

What is your shipping fees?

85 EGP - Cairo
85 EGP - Alexandria
100 -125 EGP - Other Cities

Exchange shipping fees cost extra 10 EGP

How long will it take to get my order?


It depends on your location :
- Cairo, Giza and Alexandria : 10 days “Fridays, Saturdays, and holidays are not included.”
- Other governments: within 14 days “Fridays, Saturdays, and holidays are not included.”


WASHING INSTRUCTIONS

  • How to wash CTRL products?

Items must be washed inside out to avoid any damage to the designs. Usage of cold water is preferred as hot or warm water might increase the fade of the colors on your item. Usage of the dryer is not advisable, Avoiding harsh cleaning detergents or bleach ensure the best protection. In addition, Don't use ironing on any prints
(These washing instructions applicable to all our products except for  jackets and coats, while require dry cleaning )

  • Can I use machine wash ?

Machine washing is an option, Washing by hand helps ensure optimal cleaning.

OTHER

  •  Any question?

You can contact us through our contact page! We will be happy to assist you.