FAQ

 

Frequently Asked Questions

Make sure that you are familiar with all of the rules and regulations before you buy.

Frequently asked questions

I received a defective/damaged item, can I get a refund?


In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.




I received a wrong item, how can I return it?


In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 15 day returns.




What are the items that cannot be returned, or when are ‘Returns’ not possible?


There are a few certain scenarios where it is difficult for us to support returns:

  • Return request is made outside the specified time frame, of 15 days from delivery.
  • Made To Order, due to their bespoke nature, Made-to-order items are non-refundable.
  • Product is used, damaged, or is not in the same condition as you received it.
  • Specific categories like products freebies, and socks etc.
  • Defective products which are covered under the manufacturer's warranty.
  • Any consumable item which has been used or installed.
  • Products with tampered or missing serial numbers.
  • Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.
  • Fragile items, Inflatable related items.
  • Firearms and ammunition.
  • Items requiring gasoline or fuel.
  • Gift cards.




I have changed my mind; can I return what I have bought?


If you change your mind before receiving your item, just call us to cancel your order and we will process the refund along with any shipping fees applied. If you wish to return the item after receiving it, you have up to 15 days to return them, keeping the below rules in mind: The item is not on the Non-Returnables list.You can’t return Clearance Items clearly marked as non-returnable and displaying a No-Return Policy. Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal can be returned.




What are the items that cannot be returned?


The items that can not be returned are:
• Clearance items clearly marked as such and displaying a No-Return Policy.
• When the offer notes states so specifically are items that cannot be returned.
• Also, any consumable items that are used or installed cannot be returned. As outlined in consumer protection rights and concerning section on non-returnable items.




How long does it take the courier to collect the returned items?


Typically, Courier representative will contact you within 3-5 days from the day you requested a return. However, it might sometimes take up to two weeks for a courier to collect the item.




Can I schedule time with the courier to return an item?


At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.




Can I return my item after 15 days?


There may be situations in which you were not able to return items within the 15 days, in such cases please contact our Customer Service Team ((+2) 01020301006/7/8) or through the Contact Us page to file a complaint. Complaints are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.




How can I receive a refund if I paid by Credit Card?


If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement or Cash U, depending on individual’s bank process.




I paid through Cash on Delivery, how will I receive a refund for my item?


If you have paid through Cash on Delivery (C.O.D.), the money would be refunded in the form of Cash by our delegate collect at the place of delivery, In a maximum period of 14 days after product retrieval, or simply transfer the credit balance to your personal bank account. For security purposes, the name on the bank account and on your Blue Shell wallet and account must be the same.




Can I Replace or Exchange an item rather than a refund?


At the moment, Blue Shell offer replacement or exchange of an item, also you can still return an item and receive a full refund.




I lost the Original Packing in which I received the item, how can I still return it?


We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it, however in this case, please check the Help Center for more information.




What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?


A brand-new, unused, unopened, undamaged item in its original packaging . Packaging should be the same as when it was delivered to you.




Can I return an item through my courier company or personally drop it anywhere?


At the moment, the item can be returned to us only though one of our assigned courier services.




Who pays for the shipping charges when I return an item?


You can return an item for free within 15 days from delivery date, were by blueshelleg.com covers all the shipping charges.




What is included in the scope of delivery?


More information will be coming soon!




Which Payment methods are Accepted on The BLUE SHELL ONLINE Website?


Accepted payment methods:Several different payment methods may be used on our website. The payment methods available to you may vary depending on the amount of time whether you use the website or mobile app. • Debit and Credit Cards
We accept the following payment cards: American Express, Mastercard, Visa, and Visa Electron. • PayPal.
About Payment MethodsPayPal allows you to make payments using a variety of methods including: PayPal balance, bank account, PayPal branded debit and credit cards, PayPal Credit, debit card, and credit card. Because your protection against undelivered or defective goods will vary with each method, you should review this page to understand how you can select a payment method and how protection differs depending on your payment method. • Direct carrier billing (DCB)
Anyone with a mobile phone can make online payments. Direct carrier billing (“DCB”) is an online payment method. It allows users to make purchases by charging payments to their mobile phone bill. This payment method is available to all smartphone and feature phone owners. The only thing needed to confirm payments is a device with a SIM card. But consumers prefer to pay with direct carrier billing due to its simplicity and security. • Payment on Receipt (ERS)
If you prefer to pay in person, you can. Simply you pay on receipt, an immediate payment in cash. Invoices are created using a combination of receipt and purchase order information. Payment on Receipt is also known as Evaluated Receipt Settlement (ERS) and Self Billing. • Secure and Confidential Payment.
When you submit a payment on our website, your payment data is encrypted and transmitted via a secure connection. The encryption of information transmitted online is performed depending on the browser used, according to the highest standards (TLS 1.2). Please note:
You can pay online for all or part of your items. But Credit card payments are subject to a EGP 85 bank fee. No fees apply to debit card payments. Payments made by Visa or Mastercard may be subject to 3DSecure payment authentication.




How to Buy?


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Get all the products you love, add them to your shopping cart
• We’ve made shopping easy and fun.
• Choose from over 1,000 awesome products at rock bottom prices
• Use the handy search for instant results
• Shop different categories: sort by AtoZ, newest, price ▲ and price ▼
• Found a cool product? Just click “Add to Cart” (or “Add to Favorites”) Checkout and Pay
Pay safely and securely with a range of convenient payment options
• We offer global payment options such as Visa, MasterCard, American Express and more.
• We also accept PayPal, Western Union and bank transfer (debit card)
• Cash payment methods such as Payment on Receipt (ERS) via Delegate Delivery (for Cairo) soon other governorates are available.
Wide Shipping
• Online shopping is easy at Blue Shell. Home delivery with convenient hour and new low prices. Check our Delivery Information.
• We dispatch hundreds of parcels to over 100 regions EVERY DAY.
• Enjoy a wide range of affordable shipping options.
• Enjoy affordable shipping for every budget, with Free Shipping available to certain regions.
• Free Shipping is available. If you spend 10,000 EGP or more in store, we'll deliver your shopping to your door for FREE.
• Pick-up at the storehouse or delivery to your Door. Your order will be ready for pick up or delivery at the time you select, subject to delivery period.
• Convenient online tracking and insurance is available for every order.
• A range of convenient shipping options are available for every budget
• Fast shipping options including DHL, EMS, and FEDEX.




How to Return for unwanted items Or Exchange an item?


1- Sign In to your account or enter your order details under the Guest Customer section.
2- Under the Order History section of your account, locate the order number that contains the item(s) that you wish to return or exchange and select Return/Exchange.
3- For each item, select the reason for the return along with whether it is being sent back as a return for refund or exchange. For exchanges, select the new colour and/or size that you wish to receive. If you would like to exchange for a different style up to the same price as the original item, please contact our Customer Service team: Contact us here . If you need to change the delivery address for a return then you can do it from this section.
4- After you submit your refund request, the page will display a link to a returns label, you will need to click on the link to download the label. You will then need to print the label off.
5- Package the items securely. We recommend the use of an insured parcel service for returns.
6- Send the package to our warehouse using the printed label.
7- Customers will have to pay for returns postage – we request that you use a tracked delivery service for this and retain receipt of postage.
8- Or contact us as we send one of our representative to your home for the item retrieval. (You must cover the cost of returning an item even if the items are returned by us).
9- Once received in our warehouse, your return will be processed in approximately 5 working days. If for any reason you are not happy with your Blue Shell products,
10- Blue Shell reserves the right to refuse the return of products, which are not sent back in accordance with our procedure and we may request that you pay for the shipping of such goods back to you.
11- Our returns procedure does not affect your statutory rights. For full details on our returns policy including your statutory right to cancel. Our full terms can be viewed HERE and for any further queries, please Contact us HERE.




How to Place an Order with shellegypt.com? Step by Step


How to Place an Order with shellegypt.com

• Find the item(s) you wish to order by entering a description in the Search bar or selecting the department from the navigation box on the left side of the home screen
• Select Add to Cart
• Continue shopping until you have added all desired items to your cart
• Review Your Cart
• Select the Cart icon at the top of the screen or select View Cart after adding an item to cart.
• Edit quantities, Remove or Save for Later in cart.
• Select Check Out when your order is complete.
• Sign in or Create an Account. Forgot your password? Click here Opens in new window to reset.
• Enter your name, email and mobile number to receive text message alerts, You must also enter your address very clearly, this is mandatory.
• Select Shipping and Pickup Options
• Select a saved address or add a new address
• Choose the shipping speed for your items based on the arrival dates shown. If no options are available, it's because your item has only one shipping option. Click here
• Pickup, If you would like to use free store pickup, select a store then Continue. If you do not see your desired store pickup location, you can select Edit and enter a different zip code to see more stores. (Only one repository is currently available) Additional information on Store Pickup can be found Here.
• Select Payment Method
- For more information about our accepted Payment Methods and how mixed payment methods work, see Accepted Payment Methods and ?Mixed Payment Methods.
- For more information about using a Gift Card, see ?Gift Cards
- For more information about using a Promo Code, see ?Promo Codes

• Finalize your Order, Select Place Order to complete the checkout process and submit your order.
On rare occasions, after you select Check Out an item in your cart may have gone out of stock. This happens either if inventory for that item was very low when you began to shop, a customer(s) ahead of you in Check Out bought the item first or if the item was a bestseller and demand for it quickly exceeded our inventory. If an item already in your cart becomes out of stock, you still have the option of adding it to Saved Items. Just select Save for later next to the item, and we'll store it in Saved Items.
• Using a Mobile Device
- To place an order with your mobile device, go the App Store or Google Play and download the "Blue Shell App" (Work In Progress), Check back soon.
- The steps to place an order above are the same for mobile devices.




How does a warranty work?


Our Policy does not affect your statutory rights. All goods purchased from Blue Shell are protected by the manufacturer’s warranty which covers against defects in materials and workmanship. Blue Shell does not warrant against failure or damage due to misuse such as, but not limited to, poor maintenance, neglect, abuse, incorrect or inappropriate installation or alteration, use other than the product’s intended purpose, impact damage. General wear and tear on consumable items such as, corrosion or deterioration caused by material fatigue, defined as the natural breakdown of materials which occurs when subjected to repeated loading and unloading, will not be covered under warranty. Footwear items, are not covered under warranty for accidental damage, improper care, normal wear and tear, fading of colours and materials over time or with use, rips, tears, abrasion, holes, burns or shrinkage.
Some products (wetsuits etc) can be easily damaged without careful handling and are fully inspected prior to despatch. Please take extra care and follow the instructions enclosed with the product to prevent damage from happening.
All manufacturers produce care instructions for their products and all reasonable precautions should be taken to maintain the product. Exposure to elements such as extreme heat and direct sunshine, prolonged bacteria and chlorine, and other harsh or abrasive substances can accelerate product degradation and may also void the warranty. If the product is accidentally damaged, repair kits are available or there are specialist companies available for larger repairs. Bicycles purchased at Blue Shell are covered by the manufacturer’s warranty or commercial agent. Please note that this warranty may be void if the bicycle is not assembled by an authorised dealer or a qualified bicycle mechanic. In the event of a warranty claim, the manufacturer may request details of the shop or qualified bicycle mechanic responsible for completing the bike build and servicing.




Does warranty mean i can return?


Warranty is non transferrable and applies to the original purchaser only. Proof of purchase is required with all potential warranty claims. In the event you need to post an item back to us, it must be returned in a clean, dry and hygienic condition. Fill in a Returns Form, including all relevant information about the fault, as an incomplete form will delay the processing of your return. Please enclose this form with the item, ensure it is securely packaged and return it in a safe and secure manner as it will remain your responsibility until received and signed for at our warehouse. Do not affix the postage label to the product packaging (shoe boxes etc.). Each warranty return claim is treated on an individual basis and we aim to process them as quickly and efficiently as possible. However, in the event that an item needs to be returned to the Egypt supplier for inspection and testing, the timescale for receiving a decision will vary. If a fault should develop within 30 days of purchase, providing the warranty claim is valid we will refund or replace the item for you instead of waiting for a repair to be carried out. We will return the item to the Egypt supplier for inspection if, upon receipt, we are unable to find the fault or believe the fault may be due to incorrect use, user error or accidental damage. The final decision will be given by the supplier and a warranty request may be refused. After 30 days we are entitled to make reasonable efforts to repair a faulty item before issuing a refund or replacement. The timescale for each claim will vary depending on the nature of the repair or availability of replacements or parts. Any item that is repaired or replaced under warranty will be covered by a period equal to the remaining warranty period of the original part. If a repair or replacement is not possible we reserve the right to offer an alternative of equal or greater value (colour may vary) or a partial refund proportional to the remaining life of the product.




What is a warranty policy?


In the event that the item is still under warranty, you shall provide Blue Shell with a proof of purchase such as an invoice. Whereas, a copy of the invoice shall be provided to a technician during the collection of the Item. Otherwise, we will not collect the item.
The warranty will be considered void if any item that contains marks of misuse such as broken cover or any other apparent attempt to repair by non-authorized party.
If the technical report at the work shop shows that the Item’s defect was due to misuse including but not limited to liquid spillage on the motor or incorrect electrical current, then the warranty will be void and you will be charged if you choose to repair Item.
In the event that the item is repairable, Blue Shell shall repair and return the item back to you within 14 working days from the item’s collection date.




Does Blue Shell deliver internationally?


No, Blue Shell doesn't deliver items internationally. You are welcome to make your purchases on our website from anywhere across the Globe, but you'll have to ensure the Delivery Address is within Egypt.




What is the estimated delivery time?


Our efforts are always to process your order within the 48 hours it is placed. Once your order is shipped it normally takes 2 to 7 working days in major cities. For other locations however, the delivery may take up to 6 to 10 working days. For certain remote geographies the time for delivery may even exceed 10 days. Please note that our delivery service may be affected over bank holidays and during sale periods. Specific delivery details will be confirmed at the time of order. With over product styles online, there's so much for you to discover at Delivery Times and Costs.




Can I come and see the items before placing the order online?


At this point we don’t have many physical store to display all products or don’t keep any merchandise on display in our office. But we will do our best to make that available.




Are there any taxes or hidden charges?


You will get the final price during check out. Our prices are all inclusive and you need not pay anything extra.




Are the Products that you sell Genuine?


We only sell 100% genuine items. You can buy with confidence and be assured about the quality of the products.




Enter your question here below!!?


Enter your questions or comments in the comments in the box provided at the below of the page. We will be glad to answer any questions you may have” in the context of the topic.





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