Shipping policy
When will I receive my order?
After you have successfully placed your order, our Customer Service team will conduct a verification process and update you as soon as possible by call/SMS. After successful verification (time frame: within 24 – 72 hours after ordered date), you can expect to receive your order within the given time frame shown for each product in the product details page. (Shown below as well)
How can I check the specific delivery lead time of a product?
To do that, you will need to click on the product you want to get the product detail page. You will see the delivery lead time of that product on the upper right side of the page.
Delivery Practices
1) Sealed items cannot be opened to be checked unless payment is processed, hence it is not possible for the customer to open, reject and send orders back with the same driver. This can only be done before opening the package.
The package must be paid for and received first and then if there are any issues the normal return process will be carried out by contacting the Customer Service.
2) Security
a) orders must be delivered to a private addresses, e.g. home or work address. Kindly note that we cannot deliver any order to public places, streets, cafes and/or restaurants.
b) if payment is completed with a credit card, the only person allowed to receive the order is the card holder, who must show his national ID to our driver.
Return policy:
Under certain conditions; and in accordance with the Egyptian Consumer Protection law: item(s) received from Andora can be returned within 7 days from delivery date in case you changed your mind, or within 30 days if defective, wrong, not matching the description on website or missing parts. Example: If I receive my product on Monday 5th, I have until next Sunday 19th to submit a return request.
If your return meets all the requirements, your returns can be initiated via our Online Returns Form.
Requirement for a valid return
• Proof of purchase (order number, invoice, etc).
• Reason for return has to be valid, and return acceptance conditions met (check below).
• Refund method that you would like, and the necessary information associated when applicable (bank account number, etc.).
• The hard copy of the Return form (the bottom half of the delivery receipt) filled in and included with the product.
Should there be any item damaged/missing during transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once your product is retrieved, we will perform a quality check.
If the returned product passes the quality check, we will refund you according to your requested refund method. This will happen within a maximum of 10 days from the day your return request is submitted.
Note: If the quality check is unsuccessful, the return request will be rejected, and your product will be sent back to you. Customer Service will contact to arrange sending it back to you.
Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:
x : Not Required | ✓: Required
Reasons for return YOUR RETURN MUST BE :
New condition Sealed condition Complete (free gifts, accessories, original packaging) Not damaged Tags & labels attached
Delivery - Wrong Product ✓ ✓
Product seal should not be broken EXCEPT for packages which don’t state product information on the outside ✓ ✓ ✓
Quality - Damaged Product x X ✓ x ✓
Quality - Defective x X ✓ ✓ ✓
Quality - Product Condition ✓ ✓ ✓ ✓ ✓
Delivery - Parts Missing ✓ X x ✓ ✓
Website - Incorrect Content ✓ ✓ ✓ ✓ ✓
Product - Does Not Fit* ✓ ✓ ✓ ✓ ✓
Customer - Change of Mind* ✓ ✓ ✓ ✓ ✓
Not As Expected ✓ ✓ ✓ ✓ ✓
* The following items are unreturnable except if you received the wrong item: swimwear, underwear, or lingerie.
During the quality check, the concerned team will make sure that your product meets all the requirements for a return as stated in our policy. This quality check process may take 3 to 5 business days upon receiving your returned product at our facility.
Refund process only begins after your returned item passes the Quality Check.
