Refund Policy
We want you to love every Off Hours piece. If something isn't right, you can return it for a refund within 14 days of receiving your order.
What can be refunded
- Items returned within 14 days of delivery.
- Items that are unworn, unwashed and unaltered, with all original tags attached and in their original packaging.
- Items that are free from perfume, makeup, deodorant and pet hair.
What can't be refunded
- Items returned after 14 days from delivery.
- Items that have been worn, washed, damaged or altered, or are missing their tags.
- Items bought on sale or with a discount code, unless they arrive faulty or incorrect. These can still be exchanged (see our Exchange Policy).
How to request a refund
- Email us at mohanedfarouk23@gmail.com within 14 days of delivery.
- Include your order number, the item(s) you'd like to return and the reason. If the item is faulty or incorrect, please attach a photo.
- We'll reply within 2 business days to confirm your return and arrange a courier pickup from your address.
Shipping fees
- The return courier fee is LE 100 and is deducted from your refund. Original shipping fees are not refundable.
- If your item arrived faulty, damaged or incorrect, we cover all shipping fees and refund you in full. Please let us know within 48 hours of delivery.
How you get your money back
As orders are paid with cash on delivery, refunds are sent by InstaPay, mobile wallet (e.g. Vodafone Cash) or bank transfer. Please tell us your preferred method in your email. Once we receive and check the item, your refund is sent within 5–10 business days.
Refusing a delivery
If you refuse a cash on delivery order at the door without a valid reason (such as a faulty or incorrect item), the shipping fee may be charged on your next order.
Questions?
Email us any time at mohanedfarouk23@gmail.com. We're happy to help.