Returns & Exchanges
If your QISSA piece is not right for you, contact us and we will help you arrange a return or exchange.
Return & exchange window
- Request a return or exchange within 14 days of receiving your order.
- For a faulty item or an item that does not match your order, contact us within 30 days of receiving it.
Item condition
For a change-of-mind or size exchange, the item must be unused, unwashed and in its original condition, with its tags attached and original packaging included. Please try it on carefully indoors and keep it free from stains, odours and damage.
These conditions do not remove your rights where an item has a manufacturing defect or was supplied incorrectly. Damage caused by misuse, washing contrary to the care instructions or alterations is not a manufacturing defect.
How to request a return or exchange
- Message us on WhatsApp: 01014010377 with your order number, the item and your request. For a fault or incorrect item, include clear photos where possible.
- We will confirm the next steps, collection arrangements and any applicable shipping charges before arranging the return.
- Pack the item securely with its tags and packaging. Exchange items and sizes are subject to availability; if a suitable replacement is unavailable, we will discuss a refund.
Shipping charges
If the item is faulty or we sent the wrong item: QISSA covers the applicable return and replacement delivery costs. You will not be charged additional shipping to resolve our error. If you choose a refund for an affected order, we will also reimburse the applicable original delivery charge.
If you change your mind or choose a different size: you cover the applicable delivery and return shipping costs, including delivery of the replacement for an exchange. We will explain the charges before proceeding.
Inspection & refunds
We inspect returned items promptly after receipt. Once the return is accepted, we initiate the refund immediately, without unnecessary delay and within the applicable legal time limits. Any processing time needed by your bank or payment provider may affect when the funds appear.
Cash-on-delivery orders: refunds are sent through InstaPay. We will confirm the recipient details with you through our official WhatsApp. If you cannot receive an InstaPay transfer, contact us to agree an alternative refund method.
Orders paid online: refunds are made to the original payment method unless another method is agreed with you.
The refund is based on the amount actually paid for the returned item. Any applicable shipping charges will be clearly explained.
If inspection shows that the item was damaged by customer use and does not qualify for a return, we will explain the reason, share supporting photos and discuss arrangements for the item with you. A return will not be rejected solely because a genuine manufacturing fault became apparent during normal use.
Your rights
This policy does not limit your rights under applicable Egyptian consumer protection law. Statutory return and defect rights also apply to discounted items.
For help with any return, exchange or refund, contact QISSA on WhatsApp.