FAQs

First: Orders and Shipping

1- How long does it take to deliver the order?


Delivery takes place within 2 to 5 business days for light orders / 7 to 10 business days for heavy orders within the country, depending on the customer's location and the nature of the product, subject to stock availability. For special orders, shipping will be according to the supplier's approved delivery period.

2- Is shipping available to any location?

Yes, shipping is available to any location within the Republic.

3- Can a specific delivery date be set?

Customer service is being contacted to check the availability of the requested appointment.

Second: Exchange and Return

1- Is it possible to return the product after receiving it?

Yes, returns are accepted within 14 days of receipt, provided the product is in its original condition and unused, and in accordance with the exchange and return terms and conditions, which can be reviewed here.

2- Who bears the shipping costs in case of return or exchange?

If the error is on our side (product not matching the ordered product), a complete difference and not just a color difference (or a manufacturing defect), the company will bear the full shipping costs. In any other cases, the customer will bear the shipping costs.

3- How do I submit a return or exchange request?

By contacting customer service via the hotline 19616 or via WhatsApp at 01020052055, all required points and necessary details will be coordinated.

Third: Payments and Invoices

1- What payment methods are available?

Payment can be made in cash through one of our branches, via bank deposits and transfers, or through debit and credit cards in a completely secure manner via the website.

2- Do the prices include VAT?

Yes, all prices include VAT unless otherwise stated on the product page.

Fourth: Products and Quality Assurance

1- Is there a warranty on all products?
The customer service department reviews and clarifies the terms and warranty periods for selected products, as these vary from company to company and from product to product, and may even differ for the components of a single product.
2- Are the images on the website identical to the actual product?

We strive to display accurate and clear images of each product; however, colors may vary slightly due to differences in screen settings or lighting.

Fifth: Account and Registration

1- Is there a warranty on all products?

You can browse the website, but upon completing a purchase, you will need to create an account. This will allow you to track orders, save addresses, receive special offers, and obtain discount coupons to use on future purchases.

2- Is it possible to change the password?

It can be easily recovered by clicking on "Forgot Password" on the login page, and following the steps shown.

3- Is it possible to change the address after the order has been completed?

The address can only be modified before the order is shipped, either through the website or by contacting customer service as soon as possible.

Sixth: Customer Service and Technical Support

1- How can I contact the customer service team?

You can contact us via our hotline 19616 Or via WhatsApp on this number 01020052055

2- What are the customer service working hours?

From Saturday to Thursday, from 9:30 AM to 6 PM.

3- Does the company have more than one branch?

You can visit any of Elwan's branches listed on our branches page to see the products in person or for assistance with orders, payment, or pickup.

Additional notes

● We always recommend reviewing product details before purchasing, including specifications, quantities, and upon receipt.

● If you have any further questions, please feel free to contact us. We are always happy to assist you.