Frequently Asked Questions

Cash on delivery is the only payment method. Pay for your products and any applicable shipping fees in cash to the courier when you receive your order.

After you place an order on the website, the Loly Bags team reviews the details and contacts you to confirm it before handing it over to the shipping company. The delivery period starts once your order is confirmed.

You can request to change your order details or cancel it before it is handed over to the shipping company.

Once the order has been dispatched, we cannot guarantee that it can be changed or cancelled. If the shipment can be stopped or returned, the customer will be responsible for the actual shipping cost. If you refuse the order at delivery, you are responsible for the shipping cost, unless the refusal is due to an error by Loly Bags, such as a defective, incorrect, or non-conforming product, in which case we cover the shipping cost.

Please contact us on WhatsApp as soon as possible and provide your order number.

Contact us on WhatsApp.

See our Shipping & Payment Policy for details.

We sell and deliver within Egypt only, using third-party shipping companies. Delivery takes 2–5 business days after your order is confirmed.

Contact Loly Bags on WhatsApp or call 01226580500. Include your order number to ask about preparation or shipping progress.

Check the information and photos published on the bag’s product page. If the size, material, or capacity details you need are missing, contact us to ask before placing your order.

You can submit a standard return or exchange request within 14 days of receiving your order.

If the item arrives defective, does not match its listed specifications, or is different from the item ordered, you can submit your request within 30 days of delivery.

For a standard return or exchange, the item must remain in the condition in which it was received. It must not have been used beyond reasonable inspection, and all included parts and accessories must be returned with it.

Each item may be exchanged only once. Discounted items follow the same conditions. If you exchange an item for one with a different price, you pay the difference when the replacement costs more, and we refund the difference when it costs less. A set can be returned in full; if you keep part of a set, that item is charged at its regular individual price without the set discount. Please review our Return and Exchange Policy for the full eligibility requirements and details.

For a standard return, the customer is responsible for the item collection fee, calculated according to the published shipping rate for the area from which the item will be collected.

For a standard exchange, the customer is responsible for both shipping trips: collecting the original item and delivering the replacement. The total charge will be twice the published shipping rate for the area. We will confirm the total amount and obtain your approval before arranging the shipment.

If the item is confirmed to be defective, does not match its listed specifications, or is different from the item ordered, Loly Bags will cover all shipping costs related to the return or exchange.

For a standard return, the original delivery fee is non-refundable. If the order qualified for free shipping, no delivery fee will be charged retroactively. If the complete order is returned because of a defect or an error by Loly Bags, the original delivery fee will also be refunded.

Please review our Returns & Exchanges Policy for more details.

Submit your request within 30 days of delivery through the official Loly Bags WhatsApp number. Please provide your order number, the phone number used for the order, a description of the problem, and photos or a video showing the defect or difference, if possible.

Photos and videos help us review the issue more quickly, but the final decision is based on inspecting the item after it reaches us.

The item will be inspected within two business days of reaching us. We will then contact you to determine your preferred solution: returning the item for a refund or replacing it with the correct item. Once the defect or error is confirmed, Loly Bags will cover all related shipping costs.

For a standard return, the amount due will be refunded within no more than two business days after we receive and inspect the returned item.

If the item is confirmed to be defective, does not match its listed specifications, or is different from the item ordered, the exchange or refund will be completed within no more than two business days after we receive and inspect the item. Returned items are inspected within two business days of reaching us.

As payment is made upon delivery, we will agree on the refund method with the customer and confirm the required details in writing. Refunds are available through:

• InstaPay.

• Bank transfer.

• Vodafone Cash.

Loly Bags covers the transfer fees, and the customer receives the full refund amount due. Store credit or a coupon will not be issued instead of a refund unless the customer expressly chooses that option.

Please review our Returns & Exchanges Policy for more details.