HELP CENTER
This section provides answers to the most frequently asked questions on terms of sale and our services.
For information regarding online orders, contact our Customer Care and our team will be happy to respond.
Our customer service center is available Sunday to Thursday 10am - 5pm Egypt standard time "UTC 02:00".
Please email us or call us 20-102-030-1006/7/8 or toll free 0800-100-0000.
Please Note: WhatsApp or emails are answered in the order they are received, within one business day.
Speed, efficiency, security: a world of services especially for you.
Online Shopping Guide
Choose a topic:
Customer Service
Thank you for visiting our Help Center. Many questions can be answered by using the information below and for information on orders, shipments or product characteristics, or even if you need to return an item you can start this from your account or you can contact our Customer Service. Every client who places an order will receive an direct email or telephone contact from our customer service officer, in the event of any questions or concerns. We recommend that you consult the section FAQ – Frequently Asked Questions, which is always full of useful and up-to-date information.
Wish List Service
Create your personal "wishlist" by selecting your favorite Blue Shell products, in 4 simple steps:
1. Login to the MyAccount section by entering your email address and password.
2. Create a new Wishlist, by freely browsing the online store and entering the Blue Shell products that you love the most and would like to buy.
3. If you prefer to complete your purchase at another time, you can save your Wishlist and later turn it into an order, already set up in the shopping cart.
4. Share the Wishlist online, via Facebook, Twitter or by Emailing it to anyone you'd like to know about your favorite Blue Shell products.
How do you order online?
Welcome to Shell Egypt Online. Shopping is easy, convenient and safe. Just select the product you want to buy and follow the instructions below:
The First Step:
Go to the product image and click on the Quickshop button. Select your desired type, size or form as relevant and then click “add to cart”.
For additional product information, how-to videos and related links, click the product name link or view details. From the product detail page select “add to cart” to place the item in your shopping cart.
The Second Step:
When you've completed shopping, click the shopping cart icon found on each page that will be displayed each time you add an item to your cart along with the details for that item.
Follow the instructions on the screen to continue through the payment process. Please note that you can change of your shopping bag including the quantity (up to six [6] of any individual item) during checkout prior to clicking on Submit Order.
Learn more about the Maximum Purchase Policy.
The Third Step:
After your order has been submitted,
a "Thank You" page will be displayed to confirm recept of your order. An email confirming receipt of your order will also be sent shortly after your order was submitted.
If an order confirmation is not received within 24 hours after submission, please contact us by phone or via email for assistance.
If you have any questions or concerns when placing an order or if you wish to inquire about a previously placed order, please call Blue Shell Online Customer Service or Contact Us. For fastest service, please provide your order number and your shopping data.
View Shopping Cart
Click on the shopping cart icon to display your shopping cart with the list of the items selected for purchase, the selected quantities of each, and the total cost of the purchase. You can remove items or change required quantities in this field.
Deleting Items From Your Shopping Cart
If you want to delete an item in your Shopping Bag, just go to “View Cart” and select the "Remove" link under the product name. The item will be removed from your shopping cart.
Learn more about how you can order online through our website? Click Here
Check My Order Status
Check the status of your most recent orders by visiting our Order Tracking page. Click on the Order Tracking link and login to your Account to view the status of your orders. To track your order via the carrier's Web site, you may click on the tracking number to view the delivery status of your order.
*Please note: Tracking information may not be available for up to 24 business hours after the order is shipped.
Handling Order Cancellations & Refunds
If you would like to cancel an online order after it has been placed, please contact us by phone at +20-10-20-30-1007 within one hour of placement. We will do our best to accommodate your request. Once an order is processing, we regret that it cannot be changed or cancelled.
Occasionally, orders or parts of an order are cancelled for various reasons including;
• Item(s) are not available
• Difficulty in processing payment information
• Cannot delivery to the address provided
• A duplicate order was placed
• By customer request
• Purchase limits have been exceeded
If your order is cancelled, you will receive an email notice to advise you of the cancellation. You will not be billed for any cancelled items. If you have questions about a cancelled order, please contact our Online Service Experts at +20-10-20-30-1007 or via email.
Returned are Faulty
The most online shops don't have to accept returns unless an item is faulty, but our online products are covered by the Consumer Contracts Regulations.
When you buy our sporting goods online you have additional rights to return them.
Under the Shell Egypt regulations, you have the right to cancel your order up to 14 days from the day you receive your goods. You then have a further 14 days from the date you notify us of your cancellation to return the goods. You are responsible* for returning the items within 14 calendar days of cancelling. And refunds must be paid within 14 calendar days after returning the goods.
* Note: You must cover the cost of returning an item don't apply where the goods being Returned are Faulty.
Shipping Time
In order to meet the needs of each customer, Shell Egypt lets you choose between two delivery methods which are different in price, timing and service.
1- STANDARD DELIVERY:
Is the most cost-effective solution with an average delivery time of 6-7 working days from when the service of shipping companies collects the merchandise from the Blue Shell warehouse.
2- EXPRESS DELIVERY:
Is the fastest service with delivery in 2-3 business days from the package being collected by Express Courier.
Deliveries are made from Sunday to Thursday, during normal business hours and excluding bank holidays.
Note: "Made To Order" Due to their bespoke nature, Made-to-order items have an estimated delivery time of 8 weeks, are non-refundable and will be shipped independently of any other items ordered.
Delivery Information & Costs
Shell Egypt can deliver to anywhere within the Egypt. We is committed to working with the major express couriers and national and international postal services to guarantee the lowest shipping cost for each region within the Egypt and to achieve the best service in terms of delivery time, reliability and Customer service.
Standard is free of charge for all online orders over 30000 EGP. If you choose Express delivery will be offered at a discounted rate. The cost of Express shipping usually starts at only 40 EGP depending on the amount of the order. For details, Click Here.
Secure Payment & Security Online
Payments by credit card on the Shell Egypt portal are completely secure and risk-free. We understand how important security is to you. All information is transferred encrypted through an SSL certificate, this is the most advanced consumer online security technique to date. And therefore cannot be intercepted by outside parties.
(In order for encryption to take place, your browser must have the SSL protocol.)
Also PayPal is a quick and secure payment system, whereby the amount is debited from the client's Credit Card or prepaid card, protecting the purchaser's information so that no financial information is transmitted.
Payment Options
Shell Egypt helps you offer the payment methods you want most without complicating your checkout or wasting valuable development resources.
Accept most major credit and debit card brands from across the globe.
In this time, the following credit cards are accepted for payment.
1- MasterCard
2- Visa
3- American Express
4- We also accept PayPal, Western Union and bank transfer (Debit Card)
5- Cash payment methods such as Payment on Receipt (ERS) via Delegate Delivery, (Cairo only). Soon other governorates will be available.
You'll need an active account. When you create a buyer account, you'll need to add a payment method to pay for any shopping fees.
How to set up a payment method?
• Go to your Account in Blue Shell.
• Choose your preferred payment method.
• If you choose to pay by PayPal, you'll be redirected to the PayPal site to complete the process.
• If you choose direct debit or credit card, you'll need to enter your bank or card details.
Important information:
• For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match this criteria.
• You can add, remove, change or edit your payment methods from your account's Shell Egypt.
We'll need to verify your card so if it's declined during verification, while making payment, or at some other time, you'll need to contact the issuer of your card. You usually can't use a pre-paid credit card to verify your account.
Please note that Blue Shell does not accept any credit/debit cards issued by banks outside the Egypt. Also we’re sorry, we do not accept: Personal Checks, Money Orders and Local Payment Methods.
There may be times when your preferred payment method cannot be used. Payment Method are subject to change at any time.
Item Availability
Temporarily Out of Stock / Backordered Items
If an item selected is temporarily out of stock at the time of your order, you will be notified via email and we will provide you with the approximate date we hope to send you your backordered item. Late items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a back ordered item prior to its shipment, please contact us at 01020301006/7/8 and we will be happy to assist you.
Pre-sell Items
Pre-sell items are items that are not yet in stock but available for advanced purchase on our site. Pre-sell items are shipped as soon as they are available. We will notify you of the status of your Pre-sell item via email updates and confirmations. Please be assured that you will not be charged for any item until it has shipped.
Please note: The actual delivery date of your order depends on the shipping method you select.
Online Maximum Purchase Policy
We regret that we must limit orders to no more than nine (6) units of any item with a maximum purchase of 50000 EGP per customer. If you have any questions, please call us at 01020301006 or Contact Us and we will be happy to assist.
Gift Wrapping Service & Greeting Cards
Gift orders always receive special care at Shell Egypt Online. We will be happy to create a beautiful gift package and include a note card with your personal greeting. With a modern design and made of sturdy cardboard, they are available in three different sizes, or an array of classic festive papers, coordinating splendid or satin ribbons, bows and finishing touches. From Extra-small to Large and over sized gifts measuring more than 100 inches. for only an additional 20 to 200 LE.
To add a greeting card to the gift box If you wish to include your personal greeting, please enter it in the text box provided. A fee of 5.00 LE will be added to your order total.
Sales Tax
We are required by law to collect sales tax on orders being shipped to Egypt. Sales tax and VAT 14% will be assessed on the total purchase, including shipping/handling charges (as required) and gift-wrap services. If you have questions regarding sales tax, please feel free to Contact Us.
Replenishment Service
Enjoy automatic replenishment of many of your favourite Shell Egypt products! Items eligible for this service will appear in your Shopping Cart with a “Replenishment Service” notation and a pulldown menu that lets you select your desired interval: 30 days, 45 days, 60 days, 75 days, 90 days or 120 days.
To activate automatic replenishment, simply select the time interval for future shipments from the pulldown menu next to the item(s). These products will be automatically shipped to you at the intervals you select. There's no minimum number of products you must order, and you can cancel at any time prior to shipment. And as an additional benefit, you’ll enjoy Free Standard Shipping with every replenishment order.
When your replenishment order is ready to be processed, we will send an email reminder. Within a few days thereafter, your order will be shipped to your default shipping address and charged to your default credit card. You will receive a second email confirming the shipment of the order and that your credit card has been billed.
After your first shipment, replenishment orders can be cancelled and intervals may be changed at any time except once an order has been processed for shipment. To cancel or change your replenishment order, simply click on View/Edit My Replenishment Items in Your Account section of Shell Egypt. Please note: Intervals must be set for more than 2 business days from the current date.