Refund policy
Returns & Exchanges
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If something isn't quite right, we're here to help.
Return & Exchange Period
You can request a return or exchange within 7 days of receiving your online order. Unfortunately, requests submitted after this period cannot be processed.
Return Eligibility
To be eligible for a return or exchange, your item must:
- Be unused, unworn, unwashed, and in its original condition.
- Be returned in its original packaging.
- Have the original ticket/tag attached.
- Be accompanied by your receipt or proof of purchase.
Please note: This policy applies to online orders only.
Bazaar & Pop-Up Purchases
Items purchased from any bazaar or pop-up event are not eligible for refunds.
They may only be exchanged within 3 days of purchase at our Nasr City office, provided they meet all return conditions.
Sale & Bundle Items
Items purchased on sale are not eligible for refunds. They may only be exchanged if they meet the return eligibility requirements.
For bundle purchases:
- If you wish to return the entire bundle, you may receive a refund to your original payment method (or InstaPay, if applicable), provided the bundle meets all return eligibility conditions.
- If you wish to return only one item from the bundle, the return can only be processed as a PSYCH Gift Card. Partial refunds to the original payment method are not available for individual items from a bundle.
Refund Process
To request a refund, please submit a return request through our Estebdal portal.
Once your request is approved, you can choose one of the following return options:
1. Courier Pickup
A courier will be scheduled to collect the item from you.
IMPORTANT: The courier is responsible for collecting the returned item only. Couriers do not issue cash refunds, process refunds, or handle refund-related inquiries. Please do not ask the courier to wait for a refund or refuse to hand over the item because a refund has not yet been received.
Once the returned item reaches our warehouse, our Quality Assurance team will inspect it to ensure that it meets our return policy. You will be notified once your item has been received.
If your return is approved after inspection, your refund will be processed to your original payment method.
The applicable return shipping fees will be deducted from your refund. However, if the item is confirmed to have a manufacturing defect, was shipped incorrectly, or arrived damaged, no return shipping fees will be deducted and you will receive a full refund.
The entire return and refund process, from the day you submit your request until your refund is processed, may take up to 2 business weeks.
Once the refund has been processed by us, it may take a few additional business days for the funds to appear in your account, depending on your bank or payment provider.
2. In-Person Return at Our Nasr City Office
If you wish to receive your refund immediately, you may return your item in person at our Nasr City office.
Your item will be inspected at the office, and if it meets our return policy, your refund will be processed immediately.
No return shipping fees will be deducted for in-person returns.
Please contact us via Instagram DM before visiting to receive the exact office address and further instructions.
By submitting a return request, you acknowledge and agree to the return and refund process stated above.
Haven't Received Your Refund Yet?
If you haven't received your refund after receiving confirmation from us:
- Check your bank account.
- Contact your credit card provider, as refunds may take time to appear.
- Contact your bank, as processing times may vary.
If you've completed all of the above and still haven't received your refund, please contact us at:
Exchange Process
To request an exchange:
- Submit an exchange request through our Estebdal website.
- Once your request is approved, a courier will collect the original item and deliver the replacement item you selected at the same time.
- Once the returned item reaches our warehouse, our Quality Assurance team will inspect it to ensure it meets our exchange policy.
- If the returned item is approved after inspection and there is any price difference in your favor, the refund will be processed to your original payment method. If there is an additional amount due for the new item, it must be paid according to the selected payment method before the exchange is completed.
- The entire exchange process, from the date you submit your request until it is completed, takes up to 2 business weeks.
Return & Exchange Shipping Fees
The customer is responsible for return and exchange shipping fees.
- Cairo & Giza: 100 EGP
- Outside Cairo & Giza: 150 EGP
Please note:
- Shipping fees are non-refundable.
- If a refund is approved, applicable shipping fees may be deducted from the refunded amount where applicable.
Gift Orders
If your item was purchased as a gift and shipped directly to you, you'll receive a gift credit for the value of the returned item.
If the item wasn't marked as a gift, or it was first shipped to the purchaser, any approved refund will be issued to the original buyer using the original payment method.
Returning Your Item
To return or exchange an item, please submit your request through our Estebdal portal first.
If you prefer to return or exchange your item in person, you may visit our Nasr City office. Please contact us via Instagram DM for the exact address and further instructions.
Important Notes
- Returns and exchanges are only accepted if all eligibility conditions are met.
- All returned items undergo inspection before any refund or exchange is approved.
- Shipping fees paid for the original order are non-refundable.
- Delivery times for exchanged items may vary depending on your location.