Refund policy

Return & Exchange Policy

Easy Returns & Exchanges

We want you to feel comfortable shopping with Civetta. If your order isn’t quite right, we’ll be happy to make the process simple and smooth.

Request Window

Please submit your return or exchange request within 3 calendar days after delivery.

How to Submit a Request

Please include:

Your order number.
The item you want to return or exchange.
Whether you’re requesting a return or exchange.
Clear photos showing the complete item, its condition and the attached tags.
For damaged, defective or incorrect items, clear photos showing the issue and the shipping label.

Please wait for our confirmation and return instructions before sending the item.

Item Condition

Returned items must be:

Only tried on as reasonably necessary to check the fit.
Unwashed, unaltered and not worn beyond fitting.
In their original condition and packaging.
Returned with all original tags attached.
Free from perfume, makeup, deodorant, stains, odours, hair or customer-caused damage.

All returned items are inspected before approval. If an item does not meet these conditions, we’ll contact you with photos and arrange for it to be sent back at your expense.

Trying the Item at Delivery

You may inspect and try the item while the courier waits.

If it isn’t suitable and you choose not to accept it, simply hand it back to the courier. You will pay only the original delivery fee. The 200 EGP return fee will not apply, as the order was not accepted.

If the item is visibly damaged or incorrect, please contact us immediately through WhatsApp or Instagram.

Returns After Accepting Delivery

If you accept the order and later request an eligible return:

A 200 EGP return pickup fee will be deducted from your refund.
The original delivery fee is non-refundable.
The refund will be processed after the item has been received and successfully inspected.
Refunds will be issued through the original payment method where available. Refund details for Cash on Delivery orders will be confirmed privately.

Exchanges

Exchanges can be requested within the same 3-calendar-day window and are subject to stock availability.

Any applicable collection and redelivery charges will be confirmed before arranging the exchange.

If the requested size or colour is unavailable, you may select another available item or request an eligible return.

Damaged, Defective or Incorrect Items

If we confirm that an item arrived damaged, defective or different from what you ordered:

Civetta will cover the return or exchange delivery costs.
The 200 EGP return fee will not apply.
We’ll arrange a replacement, exchange or refund based on your preference and availability.

If inspection does not confirm the reported issue, the request will be handled as a standard return, and the normal return conditions and fee will apply.

Bundles and Promotional Offers

Items purchased as part of a bundle or multi-item offer should be returned together.

If Civetta approves a partial bundle return, the refund will be recalculated using the individual prices of the items kept, and the original promotional discount may be removed.

Any complimentary gift included with the order must also be returned unused and in its original condition. Otherwise, its listed value may be deducted from the refund.

Final Sale Items

Any return restriction will be clearly displayed on the product page before purchase.

Damaged, defective or incorrect items will always be reviewed and handled separately.

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