FAQ
The fifteen questions we are asked most, answered plainly. If yours is not here, WhatsApp us: a person answers, not a bot.
Before you buy
Does it come with bulbs?
Every product page says so right next to the price: "bulbs included" or "bulbs as an add-on". Pieces in The Statement Edit always come with their bulbs. Where bulbs are an add-on, the pack that fits that piece is offered on the same page, so you never have to guess the socket.
How do I know what size to buy?
Add your room's length and width in metres and multiply by 8: that is roughly the right chandelier diameter in centimetres. A 4 × 5 m room gives 9 × 8 = 72 cm. Over a dining table, hang the light 75–90 cm above the tabletop; mount wall lights about 160–170 cm from the floor. Then check your ceiling height. The size guide has the tables. Easier still, send us a photo of the room on WhatsApp and we will suggest two or three pieces in the right size, free.
Are the photos of the real piece?
Yes. Every product photo shows the real piece, photographed for Fanosia, never borrowed from a supplier. Sometimes the room behind a real product photo is built digitally; the light itself never is, and that image is never the first one you see. Every unit is also unboxed, wired and lit before we sell it.
Can I see a piece in person before I buy?
We do not have a showroom yet. What we offer instead: real photos and confirmed dimensions on every page, the free WhatsApp consultation (send a photo of your room, get two or three pieces in the right size), and a free return within 14 days, collected from your door, if it is still not right. Interior designers can also borrow samples through Fanosia Trade.
Will you install it?
Pieces in The Statement Edit come with installation included, in Cairo and Giza. Many of our other chandeliers can be installed by Fanosia Install as an add-on in Cairo and Giza, for EGP 350–600 depending on the piece; the product page says whether it is offered and the exact price. For anything else wired into the ceiling, use a qualified electrician. Table and floor lamps simply plug in.
Paying
Can I pay cash on delivery?
Yes, on orders up to EGP 10,000. We confirm every order on WhatsApp within 2 hours, counted in our working hours: the items, the total, your address with a nearby landmark, and a delivery slot. Please keep your phone close, and have the amount ready at the door.
Why do you ask for a deposit above EGP 10,000?
Our couriers cap cash on delivery at EGP 10,000 per shipment. So above that, you pay a 50% deposit by card, mobile wallet, Instapay or bank transfer within 24 hours, and the balance on delivery or installation. If the deposit has not arrived within 24 hours, the order is cancelled automatically. Think of it as reserving your piece.
Is paying by card on your site safe?
Yes. Card payments go through Paymob's secure payment page: you enter your card details with Paymob, and they never reach our servers. We will never ask for your card number, its security code or a one-time password on WhatsApp or by phone. If anyone claiming to be Fanosia asks for them, do not share them, and tell us on the number on our contact page.
Delivery
How long does delivery take, and what does it cost?
For pieces we hold in stock: 2–4 days in Cairo and Giza, and up to 7 days to every other governorate. Made-to-order pieces show their own lead time on the product page and at checkout. Delivery is free on orders from EGP 3,000, and any fee below that is shown at checkout before you pay. Full details on delivery and returns.
Below EGP 3,000, delivery costs [Placeholder: Cairo and Giza delivery fee] in Cairo and Giza and [Placeholder: delivery fee for other governorates] elsewhere.
Can I change my order after placing it?
Yes, until it is dispatched. The easiest moment is the WhatsApp confirmation we send within 2 hours: change the piece, the finish, the address or the delivery slot then, or message us any time before it ships. Once it is on its way, the free 14-day return covers any change of mind.
How do I track my order?
When your order ships, we send you the tracking on WhatsApp. You can also check it any time on our order tracking page with your order number and phone number, with no account needed. And if it is running late, we tell you before you have to ask.
After it arrives
Can I return it if it isn't right?
Yes, within 14 days of delivery, without giving a reason. We collect it from your door for free, and your money is back within 72 hours of pickup: by Instapay for cash orders, back to the card for card orders. Installed and tested is fine; what we cannot take back is a piece that is damaged or has missing parts. If it arrived damaged, send a photo within 48 hours and we send a replacement first. Damage or a defect you find later, within 30 days of delivery, is still replaced or refunded, whichever you choose.
What does the warranty cover?
Three years on every piece, covering the structure, the finish and the electrics we supply. It does not cover bulbs, damage caused by installation done by someone other than Fanosia Install, misuse, or outdoor use of an indoor piece. To claim, WhatsApp us your order number with a photo or short video of the fault. Full details on warranty and care.
Designers and gifts
I'm an interior designer. Do you have trade terms?
Yes. Registered designers get 15% off every order, a dedicated WhatsApp line, samples to borrow, net-7 payment terms after three paid orders, and invoices in your company's name. See Fanosia Trade to apply or to request a project quote.
Can I send a piece as a gift?
Yes. Enter the recipient's address at checkout and add their name and phone number in the delivery notes. We confirm the order with you on WhatsApp first. Paying by card, wallet or Instapay means they will not be asked for cash at the door. Table lamps and floor lamps make the easiest gifts, because they plug in and nobody needs an electrician. If it does not suit them, the same free 14-day return applies, and the refund goes back to the payment method used.
Still have a question?
WhatsApp is fastest: [Placeholder: WhatsApp number]. We reply within 2 working hours, Saturday to Thursday, 11:00–21:00. Messages sent on a Friday get an automatic reply and an answer on Saturday. Every other way to reach us is on our contact page.