Refund and Returns Policy

1. We respect our customers’ choices and abide with customer protection agency laws. In all cases, products should be returned in the original packaging and should show no sign of usage. A printed copy of your delivery receipt or your order number must be included in the returned package to avoid delays or lost packages.
2. In case you would like to change the size (please use our size chart available with each product), please ask for an exchange request within 7 days from receiving the item. You will be charged for the shipping fees. Products should be returned in the original packaging and should show no sign of usage. A printed copy of your delivery receipt or your order number must be included in the returned package to avoid delays or lost packages.
   Please note that you will only pay the shipping fees of the exchanged item, while we will waive the fees for returning the item for your first exchange request. If you wish to exchange your item more than once, you will have to pay EGP15 in addition to the shipping fees for each subsequent exchange.
3. Shall you want to return the product (for reasons other than faulty or wrong product) and would like to return it, please ask for a refund within 7 days from receiving the item. You will be charged for the shipping fees. Products should be returned in the original packaging and should show no sign of usage. A printed copy of your delivery receipt or your order number must be included in the returned package to avoid delays or lost packages.
4. In case we sent a wrong product, we would like to apologize for that. You will not be charged for the shipping fees for this exchange, but this should be done within 7 days from receiving the item. Products should be returned in the original packaging and should show no sign of usage. A printed copy of your delivery receipt or your order number must be included in the returned package to avoid delays or lost packages.
5. If the item was faulty, you will not be charged for the shipping fee, but this should be done within 7 days from receiving the item. Products should be returned in the original packaging and should show no sign of usage. A printed copy of your delivery receipt or your order number must be included in the returned package to avoid delays or lost packages.
6. Items in bundles can be returned individually for replacement following the same process and guidelines as stated above. Products should be returned in the original packaging and should show no sign of usage. A printed copy of your delivery receipt or your order number must be included in the returned package to avoid delays or lost packages.

1. All requests regarding shortage/miss-shipping/miss-billing must be made within 1 business day (24 Hours) from delivery date, otherwise all documents will be considered accepted.

If your product matches the conditions above, return requests can be submitted by contacting our customer service team at  0100 1612465 (from 10 am to 6 pm) 7 days a week. They will walk you through the process of shipping the product back to us through our shipping partner.

What happens once we receive the returned item(s)?

1. The quality check is processed on the reason of return communicated to our customer service team. If for any reason you wish to examine a different part/function of the returned item other than what was communicated during your interaction with the customer service team; the return cycle time will be renewed. (6-8 business days)
2. If your product matches the conditions above, return requests can be submitted by contacting our customer service team at 0100 1612465 (from 10 am to 6 pm) 7 days a week. They will walk you through the process of shipping the product back to us through our shipping provider.
3. Product(s) that are returned without contacting our Customer Service team will be shipped back to you upon locating your address in our records.
4. In case the returned product does not match the conditions above, it will be rejected and will be shipped back to you. If delivery (back to you) fails due to unavailability or was rejected by you, it will be stored at our facility for 3 months, after which you can no longer claim it.
5. After performing a quality check on the returned product by our After Sales department (6-8 working days required), you will be able to proceed with one of the below two options:

• Exchanging your product with another one sold on our website.
• Refunding the paid price with one of the refund methods below:

-Voucher refund, sent to your email to be used in your next purchase from Art Castle.

-Credit card refund (if the order was initially paid for using a credit card) ( 14 business days )   

-Postal transfers. (If your geographic location is eligible)

• In case of refund via Postal transfers or cash refunds, you will need to provide the below info to our Customer Service team:

• Full name.
• Clear address of residence.
• National ID number.
• In the case of not being able to receive it yourself, please provide a photocopy of the national ID – for the person who will receive it on your behalf – to our Customer Service team. This person will have to sign a proof of delivery to confirm your money has been refunded to you.

Please note that you will have to sign upon receiving your refund.