Frequently Asked Questions

No. You can order as a guest. An account only saves you retyping your address next time and lets you see your past orders.

You get a confirmation email within a few minutes, with an order number beginning WEB-. If it has not arrived, check your spam folder before worrying — and if it is genuinely missing, telephone us.

Because everything on this site is stock sitting in our shops, not in a warehouse. Someone physically checks the piece is on the rail and confirms your address before it is dispatched. It also lets us catch a wrong number or an incomplete address before a courier wastes a trip.

Yes, until we dispatch it. Telephone or send a WhatsApp with your order number. After it has gone out, treat it as a return.

Usually. Telephone the branch, describe it or give the reference from the tag, and they will tell you whether it is on the site or arrange it directly.

It depends on your governorate. One charge per order, however many pieces. You will see it in your cart and at checkout once you have chosen your governorate.

Because it depends on where you are, and we would rather show you the real figure than an average that turns out to be wrong.

Alexandria is usually one to two working days. Elsewhere in Egypt, two to five. Remote governorates can take a little longer, and we will say so on the phone.

Not at the moment. Checkout will not accept an address outside Egypt.

The courier telephones before arriving and will try again the next working day. After two failed attempts the parcel comes back to us and we will call to arrange another date. You are not charged twice.

Cash to the courier when your order arrives. That is the only method at the moment — there is no card form on this website.

Not yet. If that changes we will say so here.

Yes. Check it at the door. If it is not what you ordered, refuse it and there is nothing to pay.

No. We will never telephone to ask for card or bank details, because we do not take card payments at all. Please hang up and tell us.

Start with the size guide — it has a measuring table and notes on how each kind of piece runs. If you are between sizes, take the larger for anything structured and the smaller for jersey.

Broadly true to Egyptian sizing. High-waisted trousers run about a size small on the waist, and jackets are cut close through the shoulder. Both are flagged on the size guide.

Screens vary, and so does light. If the difference is real rather than a matter of your screen, it counts as not-as-described and we will take it back including the delivery charge.

Yes, any branch can. Note that once a piece has been altered it can no longer be returned, so try it on and be sure first.

Fourteen days from delivery, unworn with tags attached. Full detail on the returns page.

Any Joia & Gina branch, with the piece and your order number. It does not have to be the branch the parcel came from.

In cash, at the branch, on the spot — because that is how you paid. You are refunded the price you actually paid, including any discount that applied.

Not if you simply changed your mind. Yes, in full, if the item was faulty, damaged or not what you ordered.

No. Scarves and anything worn on the head cannot be returned for hygiene reasons, unless faulty. It is worth checking the size guide before ordering one.

Because it sold in one of the shops. The website reads our real stock several times an hour, so things come and go as they do on the rail.

Sometimes. We buy in small runs, so a piece that sells out often does not return. If you want to know, telephone the branch and ask — they will know better than the website.

Yes. Telephone the branch and they will put it aside so you can come and try it on.