FAQ

Delivery

How long does delivery take?

2–4 working days in Cairo and Giza, and up to 7 working days for other governorates. Counted from when your order is confirmed. If yours is going to be late, we contact you rather than waiting for you to ask.

How much is shipping?

Free on orders of EGP 3,000 or more. Below that it is charged by zone and shown at checkout before you pay.

Do you deliver outside Cairo?

Yes, across Egypt. Delivery outside Cairo and Giza takes up to 7 working days.

Will you install it for me?

Statement-tier pieces are delivered and installed by our own crew, at a time we arrange with you. For everything else, use a qualified electrician for anything wired into the ceiling — Egyptian mains is 220V and incorrect installation is one of the few things the warranty cannot cover.

Payment

Can I pay cash on delivery?

Yes, on orders up to EGP 10,000. Please have the exact amount ready — it makes the handover quicker for everyone.

Why can't I pay cash on an order above EGP 10,000?

Couriers in Egypt cap cash on delivery at EGP 10,000 per shipment, so above that we ask for a 50% deposit by card, Instapay or bank transfer, with the balance due on delivery. The deposit is fully refundable until your order is dispatched.

What payment methods do you accept?

Card, cash on delivery, and Instapay or bank transfer for deposits. All prices are in Egyptian Pounds and include VAT where applicable.

Returns and refunds

Can I return something if I don't like it?

Yes. Message us within 14 days of delivery, we arrange a free pickup from your address, and your refund is issued within 72 hours of collection. You do not pay return shipping and we do not ask why.

Is there a restocking fee?

No.

Do I need the original packaging?

Please return the item in its original condition and packaging where you can. But a box you had to open to see the product is not grounds for us to refuse a return.

What if it arrives damaged?

Send us photos within 48 hours of receipt and we replace it at no cost. All shipments are insured and packed for fragile goods.

Is anything non-returnable?

Custom and made-to-order pieces are exchangeable for defects but not refundable for a change of mind. Where that applies, it is stated on the product page itself.

Warranty

Is there a warranty?

Three years on every piece, against manufacturing defects — from an EGP 790 wall light to a EGP 15,490 chandelier. Repairs and replacements are free, including transport in both directions.

What isn't covered?

Accidental damage, incorrect installation, bulbs (a consumable, not covered by any lighting warranty), and damage from unsuitable cleaning — most often brass polish used on an oxidised or bronze finish. Full details on warranty and care.

My bronze finish is getting darker. Is that a fault?

No — that is the finish doing what it is meant to do. Bronze, antique and oxidised finishes deepen with age rather than wearing away. Do not polish them; polish strips the finish permanently.

Products

Are bulbs included?

It varies by piece, and where it is confirmed it is stated on the product page. Where a page does not say, we are still confirming it with the supplier — ask us and we will tell you, including when the honest answer is that we don't know yet.

What bulb fitting does it take?

Same answer: confirmed socket types are listed on the product page. If it is missing, message us before you buy bulbs.

How do I know what size to buy?

Add your room's length and width in metres and multiply by 8 — that is a sensible chandelier diameter in centimetres. Over a dining table, hang it 75–90 cm above the tabletop. Our size guide has the full tables, and the sizing guide works through an example.

My ceiling is low. What should I buy?

Most Egyptian flats are 2.6–2.8 m. Allow 20–25 cm of fixture height per metre of ceiling, and keep at least 2.1 m clear from the floor where people walk. If that leaves you no room, look at flush ceiling lights, which drop only 12–25 cm.

Is your brass real brass?

Where a product page says Brass, yes — and you can check it with a fridge magnet when it arrives, because brass is not magnetic and steel is. Where a page says Metal, we are not claiming solid brass. We would genuinely rather you tested. More on this in solid brass or plated?

Why are there no photographs on some products?

Because we have not shot them yet. We will not use a supplier's or a competitor's photography, and we will not show you a picture of something other than the piece you would receive. Real photos are coming; borrowed ones are not.

Anything else

Do you have a showroom?

Not yet. Everything is online, delivered to you, and returnable free if it isn't right — which is our answer to not being able to show you the piece in person.

I'm an interior designer. Do you do trade pricing?

Yes. See the trade programme; terms are agreed per account and we reply within one working day.

How do I reach a human?

WhatsApp is fastest: +44 7787 329860. We reply within 2 working hours, Saturday to Thursday, 10:00–18:00. All the other ways are on our contact page.