Returns & Refunds
These terms apply to every order placed on citymarteg.com.
Changed your mind? You have 14 days
You can return an item within 14 days of receiving it, without giving a reason, as long as it is unused and comes back with its tags and original packaging. Return shipping is deducted from your refund: EGP 65 for Cairo and Giza, EGP 95 for Alexandria, the Delta and the Canal, and EGP 120 for Upper Egypt and remote areas. This applies even if your delivery was free.
Faulty, wrong or not as described? 30 days, at no cost
If an item arrives faulty, is not what you ordered, or does not match its description, tell us within 30 days of receiving it. We arrange its return at no cost to you and exchange it or refund its full price.
Items we can only take back sealed
- Perfume and makeup: with the cellophane or seal intact.
- Underwear, socks and swimwear: in their original sealed packaging.
- In-ear earphones: sealed.
If any of these is faulty or not what you ordered, the 30-day rule above still applies, even if it has been opened.
Watches: 12-month warranty
Watches carry a 12-month warranty from the day you receive them. If a watch develops a fault in that time, message us on WhatsApp at +20 115 666 1205 with your order number and our team will follow up with you.
Food
Food that can spoil cannot be returned. If it arrives damaged, spoiled or wrong, contact us as soon as you receive it and we will replace it or refund you. Sealed, shelf-stable items such as packaged coffee follow the 14-day rule above.
Refunds
We refund you within 7 days of receiving the returned item. If you paid online, the money goes back to the same payment method. For cash on delivery orders, we send it by InstaPay or mobile wallet to the account you choose.
Refusing a parcel at the door
If you refuse a parcel when the courier arrives, you pay nothing. If a customer refuses two orders, we may ask for shipping to be paid in advance on future orders; that prepaid shipping is not refunded if the order is refused again.
How to start a return
Message us on WhatsApp at +20 115 666 1205 with your order number, and we will arrange collection with the courier.