Shipping & Returns Policy

Applies to perfume products sold by Florensa Store within Egypt.

Shipping

  • Where we deliver: Egypt-wide (Cairo, Giza, and all governorates).
  • Processing time: Orders placed on business days are usually processed within 1 business day. Orders placed late, on weekends, or public holidays process the next business day.

Estimated delivery

  • Cairo & Giza: typically 2–3 business days after dispatch.
  • Other governorates: typically 3–7 business days after dispatch. (Estimates only; courier delays due to weather, events, or address issues can occur.)
  • Shipping fees: Calculated at checkout (if any promotions like free shipping apply, they will be clearly shown).
  • Tracking & updates: We’ll share tracking or delivery updates by SMS/WhatsApp once your order is on its way.
  • Address changes: If you need to change the address, contact us before dispatch. After dispatch, we’ll request a reroute with the courier where possible.
  • Undeliverable shipments: If delivery attempts fail or the address is incomplete, the order may be returned to us; we can reship after confirming details (additional shipping fee may apply).

Pre-orders (special timelines)

  • What is a pre-order? Some products are temporarily out of stock but can be sourced for you. These items show a Pre-Order button instead of Add to Cart.
  • Lead time: Sourcing typically takes up to 14 days. Standard shipping times apply after sourcing is complete.
  • Mixed carts: We ship all items together unless you request split shipments (extra fees may apply).
  • Status updates: We’ll contact you after checkout to confirm availability and share next steps (including the 10% deposit link when applicable).

Order inspection on delivery

Please inspect the parcel at delivery. If you notice severe damage or leakage, take clear photos and contact us within 24 hours of receipt so we can investigate with the courier.

Cancellation Policy

  • Regular orders: You may cancel your order within the first 24 hours from the time the order is placed by messaging us via WhatsApp or any of our social media pages.
  • Pre-orders: You may cancel within 72 hours from the time the pre-order is placed through the same channels.
  • Refunds: If any payment or deposit was made, it will be refunded in full when cancellations fall within the allowed timeframe.

Cancellations requested after these time windows may not be accepted, as product sourcing and processing may have already begun.

Returns & Exchanges (Perfumes)

Pre-orders: Returns follow the same rules below starting from the delivery date. Cancellation rules and deposit handling are explained in the Pre-Order Policy. Because fragrances are sealed hygienic products, we follow these principles:

  • Change-of-mind returns: Accepted within 48 hours only if unopened and sealed. Return shipping is the customer’s responsibility unless we made an error.
  • Wrong / missing item: Contact us within 48 hours with photos; we’ll correct it at our cost.
  • Damaged or leaking on arrival: Report within 24 hours with photos/video for replacement or refund after courier inspection.

Opened or used items (including broken cellophane, missing caps, removed labels) are not eligible for return.

Tester units: Not returnable unless damaged or leaking on arrival. Claims must include clear photos and a short video within 24 hours.

Returns & Exchanges (Decants)

Decants: Decants are custom-prepared and considered a hygiene-sensitive fragrance product. For this reason, decants are not returnable or exchangeable for change-of-mind, preference, or scent expectations.

  • Wrong item/size: Contact us within 48 hours with photos; we’ll correct it at our cost.
  • Damaged or leaking on arrival: Report within 24 hours with clear photos/video for replacement or refund after courier inspection.

How to request a return

  1. Contact us on WhatsApp (+20 104 464 7722) with your order number, clear photos/video, and reason for return.
  2. We’ll confirm eligibility and share the pickup or drop-off method.
  3. Once received and inspected, we’ll process the exchange or refund.

Note: We reserve the right to refuse returns that don’t meet these conditions.