You have fourteen days from delivery to exchange a piece or return it. Bring it to any Joia & Gina branch, or call us and we will arrange collection.

What we can take back

  • Unworn and unwashed, with the original tags still attached.
  • In the condition it arrived in, with its packaging.
  • With the receipt, or the order number from your confirmation email.
  • Within fourteen days of the day it was delivered.

Try things on the way you would in the fitting room — over what you are wearing, shoes off, no perfume or make-up near the neckline. That is all “unworn” means.

What we cannot

  • Scarves and anything worn on the head. A hygiene rule, and not one we can bend.
  • Pierced jewellery, for the same reason.
  • Anything altered or tailored after delivery — once it has been taken in, it is yours.
  • Clearance pieces sold as final sale, unless the item is faulty. This is always stated at the time.
  • Anything worn, washed, scented or damaged after it reached you.

None of this affects your rights under Egyptian consumer protection law if an item is faulty or not as described.

Exchanging

The simplest route, and usually the fastest. Bring the piece to any branch with your order number and swap it for another size, another colour, or something else entirely.

  • Same price — straight swap, nothing to pay.
  • More expensive — pay the difference at the counter.
  • Less expensive — we refund the difference in cash.

Stock differs between branches. If you want a specific size in a specific colour, telephone the branch first and we will hold it for you.

Refunds

Because you paid the courier in cash, we refund in cash, at the branch, to the person who placed the order.

  • You are refunded the price you actually paid, including any discount that applied at the time — not today’s price.
  • Refunds are given while you wait. There is no waiting period.
  • The delivery charge is not refunded when you simply change your mind.
  • Partial returns are fine. Send back one piece from an order of four and keep the rest.

If it arrives faulty or wrong

Tell us within 48 hours of delivery and we will put it right. A photograph by WhatsApp is usually enough to get it moving.

For a faulty, damaged or incorrect item we will replace it or refund it in full, including the delivery charge, and we arrange collection at our cost. You should not be out of pocket for our mistake.

A loose thread or a slightly uneven hem on a hand-finished piece is not a fault — it is how hand-finishing looks. If you are unsure, send us a photograph and we will tell you honestly.

How to start a return

  1. Have your order number ready — it is in your confirmation email, and begins WEB-.
  2. Either bring the piece to any branch, or call us to arrange collection.
  3. Collection from Alexandria is free. Elsewhere in Egypt a courier charge applies, unless the item was faulty.
  4. Once we have it back and it meets the conditions above, the exchange or refund is done on the spot.

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