Refund policy

αuthentic. wants every piece you order to feel right, in fit, in condition, and in spirit. This policy explains how returns and exchanges work, in line with Egyptian consumer protection regulations, and is designed to be fair, clear, and simple to follow.

1. Eligibility, Conditions & Delivery Inspection

You have 7 calendar days from the date of delivery to request a return or exchange, for any reason. Requests made after this window will not be accepted.

Right to inspect before accepting (معاينة قبل الاستلام): for Cash on Delivery orders, you have the right to open and inspect your package in front of the courier before paying. If the item is wrong, damaged, or clearly defective, you may refuse the delivery on the spot at no cost, this does not count against your 7-day window.

Beyond delivery, to be eligible for return or exchange items must be:

  • Unworn, unwashed, and unaltered
  • In their original condition with all original tags (hang tags, size/care labels) still attached
  • Returned in the original packaging, including any inner packaging stickers
  • Free of perfume, deodorant, makeup, or odor transfer
  • Free of stains, damage, or signs of wear from being tried on beyond simply checking fit

Defective or incorrect items are exempt from the above, they're assessed on the fault itself, not on presentation.

Non-returnable / non-exchangeable items:

  • Underwear, swimwear, or any item legally classified as intimate apparel (hygiene reasons)
  • Gift cards
  • Items damaged due to customer misuse after delivery
  • Sale and clearance items, eligible for exchange only, unless they arrive defective or incorrect, which qualifies them for a full refund or return

Items bought using a personal discount code (issued to you individually, rather than a public promo code) are not treated as sale items, and remain fully eligible for return, exchange, or refund under the standard policy above.

Reasons we accept: wrong size, change of mind (exchange only if bought on public sale/promotion, see above), wrong item received, manufacturing defect, or damage in transit.

2. How to Start a Return or Exchange

Step 1, contact us within 7 days of delivery, through either:

  • Instagram DM: @authenticwear_eg
  • Email: authenticwear.eg@gmail.com

Step 2, provide the following information:

  • Order number (from your Shopify confirmation email)
  • Full name and phone number used at checkout
  • The item(s) you wish to return/exchange
  • Reason for return/exchange (optional)
  • Clear photos or a short video of the item, including tags and packaging. Required for defect or damage claims, recommended for all other requests.

Step 3, wait for confirmation. Our team responds within 2 business days (excluding public holidays) via the same channel with either an approval or a request for more information.

Step 4, do not send the item back before receiving approval, items shipped without confirmation may be refused or delayed. Once approved, please arrange pickup or drop-off within 5 days, requests left unactioned past this window may need to be re-submitted.

Orders can also be cancelled free of charge before dispatch through the same channels, message us with your order number as soon as possible. Once an order has shipped, it falls under the return policy above.

3. Refunds, Exchanges & Shipping Costs

All eligible returns are settled as a refund, we do not issue store credit.

  • Wrong size / change of mind (non-sale items): full refund to your original payment method, or a direct exchange for another size/item of equal value. If the new item costs more, you pay the difference; if less, the remaining balance is refunded to you.
  • Sale or bundle items (change of mind): exchange only, no refund unless the item is defective or incorrect.
  • Wrong item sent by us / defective / damaged in transit: full refund to original payment method, or a free replacement/exchange, your choice.
  • Cash on Delivery orders: refunds are issued via bank transfer or InstaPay, we do not send cash back through the courier.
  • Card/online payments: refunds go back to the original card or payment method used at checkout.
  • Processing time: once we receive and inspect the returned item, refunds are processed within 5 to 7 business days. Items that fail our condition check on arrival are sent back to you instead of being refunded.

Shipping costs: for customer-requested returns or exchanges (size change, change of mind), you're responsible for the shipping cost of returning the original item and receiving the replacement. Original shipping fees paid at checkout are also non-refundable in these cases. If the issue is on our side, wrong item, defective, or damaged, αuthentic. covers all shipping costs both ways, and any shipping fee you paid is refunded in full.

4. Special Cases

  • Wardrobing: items worn (including for events or photoshoots) or returned with tags removed are not genuinely unworn, and we reserve the right to reject the return.
  • Partial bundle returns: if you return part of a bundle deal (like "Buy 2, Get 1 Free"), the bundle discount is cancelled. You'll be charged regular price for the item(s) you keep, and we'll refund the remaining balance.
  • Free promotional gifts: if your order included a free gift with purchase, returning the qualifying item(s) requires the gift to be returned as well, or its retail value will be deducted from your refund.

5. Right to Refuse

αuthentic. reserves the right to refuse a return or exchange if:

  • The item shows signs of wear, alteration, odor, or damage not present at delivery, or tags have been removed
  • The request falls outside the 7-day window
  • The item was shipped back without prior approval, or without the required order and contact information
  • The request is part of a repeated pattern of abuse (e.g., repeated wardrobing, or repeated unfounded defect claims)

6. Language, Communication & Contact

All return/exchange communication is handled in Arabic or English, whichever you're most comfortable with. Response times apply during business days (Sunday to Thursday); requests sent on Friday/Saturday or public holidays will be answered the next business day.

Questions about this policy or an existing order:

  • Email: authenticwear.eg@gmail.com
  • Instagram: @authenticwear_eg