Customer care
Frequently Asked Questions
Quick answers about delivery, returns and support.
How long does delivery take?
Standard delivery takes 3–7 business days.
How are shipping fees calculated?
Shipping fees vary by governorate. The fee for your address is shown at checkout before you pay.
When does free shipping apply?
Free shipping applies to orders of EGP 4,000 or more, including orders of exactly EGP 4,000.
Can I inspect my order before accepting delivery?
No. Orders cannot be inspected before you accept delivery.
What is the return and exchange window?
Returns and exchanges are accepted within 14 days of the date you receive your order. Items must be unused and in their original condition, with original tags and packaging. See Returns & Exchanges.
Who pays shipping for returns and exchanges?
For returns, ESLA covers the return shipping costs. For exchanges, the customer pays the shipping costs.
How do I start a return or exchange?
Return and exchange requests start through our return portal.
When will I receive my refund?
Refunds are processed after the returned item has been received and inspected, using the original payment method where possible.
How can I contact customer support?
Call or WhatsApp +20 120 338 8228, or send us a message on Facebook or Instagram. Customer service hours are 9:00 AM–5:00 PM on business days. See Contact us.
Does ESLA offer installment payments?
Yes. ESLA offers installments through valU. For eligibility and terms, please refer to valU.