Returns and Exchanges Policy
At Loly Bags, we want every return or exchange request to be clear and reassuring. This policy applies to Loly Bags orders delivered within Egypt.
Summary of Timeframes
- Standard return or exchange: start your request within 14 days of receiving your order.
- For a standard return, the refund will be processed within no more than two business days after the returned product has been received and inspected.
- Defective, non-conforming, or incorrect item: start your request within 30 days of delivery.
- Once a defect, non-conformity, or incorrect product has been confirmed, the exchange or refund will be completed within no more than two business days after the product has been received and inspected.
- Returned products will be inspected within two business days of reaching us. Business days are Saturday to Thursday.
How to start a return or exchange
Start your request through the official Loly Bags WhatsApp Business number: 01226580500.
Please provide:
We will confirm receipt of your request and explain the next step. Photos may be requested to speed up the review of a defective or incorrect item, but they do not replace the physical inspection.
Return eligibility
The item must:
The absence of the outer shipping bag alone will not automatically cause a return to be rejected. Your order number and the phone number used for the order are sufficient as proof of purchase when we can verify the order in our system.
If a request cannot be accepted, we will provide the customer with the documented reason.
Standard Returns and Exchanges Within 14 Days
Standard return
For a standard return, the customer is responsible for the product collection fee. This fee is calculated according to the published shipping rate for the collection area.
Standard exchange
For a standard exchange, the customer is responsible for both shipping trips: collecting the original product and delivering the replacement. The total charge will therefore be twice the published shipping rate for the area. We will confirm the total amount and obtain the customer’s approval before arranging the exchange.
- Each product may be exchanged only once. Discounted products follow the same return and exchange conditions. If you exchange a product 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 return only part of a set, the item you keep is charged at its regular individual price without the set discount, and the remaining amount is refunded.
- For a standard return, the refund will be processed within no more than two business days after the returned product has been received and inspected.
- When an order has been delivered correctly, the original delivery fee is non-refundable. If the order originally qualified for free shipping, no delivery fee will be charged retroactively when the product is returned.
Defective, Non-Conforming, or Incorrect Products Within 30 Days
If a product arrives defective, does not match its stated specifications, or is different from the product ordered, Loly Bags will cover all shipping costs associated with the return or exchange.
- The product will be inspected within two business days of reaching us. After the inspection, we will contact the customer to confirm her preferred solution: returning the product for a refund or exchanging it for the correct product.
- Once the defect, non-conformity, or incorrect product has been confirmed, the exchange or refund will be completed within no more than two business days after the product has been received and inspected.
- If the entire order is returned because of a defect or an error by Loly Bags, the original delivery fee will also be refunded.
- If no defect is confirmed and the customer is still within the standard 14-day return period, the request may proceed as a standard return after the shipping cost has been explained and approved.
Refund Method
As payment is made by cash on delivery, the refund method will be agreed with the customer and the relevant payment details will be confirmed in writing. Refunds can be issued through one of the following methods:
Loly Bags will cover the transfer fees, and the customer will receive the full net refund amount due.
A store credit or voucher will not be issued instead of a monetary refund unless the customer explicitly chooses that option.
Start your request on WhatsApp
Start your return or exchange through the official Loly Bags WhatsApp number. We will confirm receipt and explain the next step.
Do not share sensitive order details in public comments or messages on social media.
For delivery times, shipping charges and payment information, see our Shipping & Payment Policy.