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Changing or Cancelling Your Order

After you placed an order, your order begins to process. Once order is placed, you can no longer change the size/quantity/colour/ or add other item/s or change the mode of payment but you can definitely request to remove the item or cancel your order to place a whole new one. To change or cancel your order prior to shipment, you must contact customer care.

Please note that most orders process quickly and can enter the shipping process within a couple of hours. If your order has already entered the shipping process, it cannot be changed or cancelled.

Cancellation

If you wish to cancel your order, please send an email to (email) with your order ID and reason for cancellation, call us on (Phone Number) or contact us through WhatsApp (Phone Number). Please note that cancellation should be requested within 24 hours after placing an order or before it gets handed to the shipper.

Occasionally, orders or parts of an order are cancelled by our system for various reasons such as below:

  • Item(s) not available

  • Difficulty in processing your payment information

  • Cannot ship to address provided

  • Duplicate order was placed

  • Cancelled due to customer’s request

  • Damaged or faulty items

Can I return or exchange a product I purchased from your online store?

  • We don’t have a direct exchange, but we accept returns. This is permitted within 10 days upon receiving the order, and the amount will be added to your wallet once the return is processed

  • Items must be in good condition with its original packaging/tags and invoice.

Return Process

Online Return:

For the online return, we will arrange a pickup via our courier. Please note that there are no pickup charges.

May I return a product from Special Deals?

Product/s that was ordered online from the Special Deals section can be returned.

If I refuse the whole shipment paid by card, will I get a refund including the shipping charge?

We will only refund the total amount of the returned items excluding the shipping fee, which will vary depending on your location (EGP 25-50).

Can I return an item to the same courier who delivered my shipment the same time?

The couriers who deliver your shipment will unfortunately not be able to accept your returns. We have a policy of the next day pick up schedule for return via courier. Just let us know through any one of our customer service channels and we will arrange for the pick-up. Don’t worry our couriers will reach you the very next day without any delays.

Damaged / Defective Items

If you received a damaged or incorrect item, simply get in touch with our Customer Care team within 24 hours upon receiving the order. Kindly send us an email to customercare@brands-trend.com and attached the photo of the damaged / defective item. After reviewing the email, you sent, our customer service team will contact you for assistance.

You may contact our customer service hotline at +201553347734 or send us a message via WhatsApp.

 

Can I return the product I purchased from your online store if i found it non Original ?

  • This is permitted within 10 days upon receiving the order, with the evidence that the product is not original, and the full amount paid will be refunded.

  • Items must be in good condition with its original packaging/tags and invoice.

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