Return & Exchange Eligibility

To be eligible for a return or exchange, the item must:

• Be unused, unworn, and unwashed.
• Only have been tried on carefully indoors.
• Be free from stains, makeup, perfume, body odour, damage, or alteration.
• Include all original tags, accessories, and packaging.
• Be returned in the same original condition in which it was received.

Eligible returns and exchanges are accepted for all products, including white and discounted items, provided they meet the conditions above.

How to Submit a Request

Return and exchange requests must currently be submitted through Moshee’s official WhatsApp number.

Sending a request does not automatically confirm approval. Moshee will review the request and provide the return instructions through WhatsApp.

Return & Exchange Shipping

Moshee currently covers the shipping costs required to collect an eligible returned item.

For an approved exchange, Moshee also covers the delivery cost of the replacement item.

The replacement item will only be prepared and dispatched after the original item has been received and has successfully passed inspection.

Inspection of Returned Items

All returned items are inspected after arrival to confirm that they meet the eligibility conditions stated in this policy.

A return or exchange may be declined if the item shows signs of use, washing, alteration, stains, odour, makeup, customer-caused damage, missing tags, or missing original packaging.

Refund Processing

Once the returned item is received, inspected, and approved, the eligible refund will normally be processed within 3–5 business days after completing the inspection.

Additional processing time may be required by the payment provider, bank, InstaPay, or electronic wallet.

Cash-on-Delivery Orders

For orders originally paid through cash on delivery, the refund may be issued through InstaPay, an eligible mobile wallet, bank transfer, or another method agreed upon with the customer.

Prepaid Orders

Where available, prepaid orders will be refunded to the original payment method or through another method agreed upon with the customer.

Defective, Damaged, or Incorrect Items

If an item arrives defective, damaged, or different from the item ordered, please contact Moshee through WhatsApp as soon as possible and within 30 calendar days from delivery.

Please provide your order number and clear photos or videos showing the issue.

Once the issue is confirmed, Moshee will arrange an exchange or refund without charging the customer additional return or replacement shipping costs.

Exchanges & Product Availability

Exchanges are subject to the availability of the requested product, colour, or option when the returned item successfully passes inspection.

If the requested replacement is unavailable, the customer may select another available item or request an eligible refund.

If the replacement item has a different selling price, the price difference will be communicated and agreed upon before completing the exchange.

Order Cancellation Before Shipping

To request cancellation before an order is purchased, prepared, or shipped, please contact Moshee immediately through WhatsApp.

Moshee will confirm whether cancellation is still possible based on the order’s current processing status.

Consumer Rights

Nothing in this policy is intended to exclude, reduce, or limit any mandatory consumer rights available under applicable Egyptian consumer protection laws. Where this policy differs from a mandatory legal requirement, the applicable legal requirement will prevail.