Frequently Asked Questions.
01. The order
Q: How can I place an order?
You can easily place an order by adding your favorite products to the cart and completing the checkout process. Once your order is confirmed, you’ll receive a confirmation email.
Q: Can I change or cancel my order after placing it?
You can request changes or cancellations within 2 hours of placing your order by contacting our support team through WhatsApp or email.
Q: How do I know if my order was successful?
After checkout, you’ll see a confirmation page and receive an email with your order number and details.
Q: I didn’t receive any confirmation email. What should I do?
Please check your spam or promotions folder. If you still can’t find it, contact us to verify your order.
02. Shipment
Q: When will my order be shipped?
Orders are typically shipped within 1–2 business days after confirmation.
Q: How long does delivery take?
Delivery within Cairo and Giza takes 1–3 business days. Other governorates may take up to 5 business days.
Q: Can I track my shipment?
Yes! Once your order is shipped, you’ll receive a tracking number via email or SMS.
Q: What should I do if my order hasn’t arrived yet?
If your order hasn’t arrived within the estimated time, please reach out to our customer service team for assistance.
03. Payments & Accounts
Q: What payment methods do you accept?
We accept Cash on Delivery, Credit/Debit Cards, and Mobile Wallets through secure online payments powered by Paymob.
Q: Is it safe to pay online?
Absolutely. All online transactions are processed securely through Paymob using SSL encryption to ensure your payment details remain private and protected.
Q: Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account lets you easily track your orders, manage addresses, and enjoy faster checkout next time.
04. Returns, exchanges and complaints
Q: Can I return a product?
Yes, products can be returned within 7 days of delivery if they are unused and in their original packaging.
Q: How can I request an exchange?
Contact our support team with your order number and product details. We’ll guide you through the exchange process.
Q: What if my item arrived damaged or incorrect?
We sincerely apologize! Please share a photo of the product within 24 hours of delivery, and we’ll replace or refund it.
Q: How do I submit a complaint or feedback?
You can reach us anytime through our contact page, WhatsApp, or email at info@carlito-egy.com — we’re here to help.