Shipping & Delivery Policy

At First Mobile Store, we aim to make ordering electronics simple and transparent. This policy explains how orders are processed and delivered.

Delivery coverage

We accept delivery orders to eligible locations in Egypt, as shown during checkout. Availability can vary according to the delivery address, product type and courier coverage. If a location is unavailable at checkout, please contact our support team before placing an order.

Processing and delivery times

Delivery estimates, when available, appear at checkout or in your order confirmation. They are estimates, not guaranteed arrival dates. Orders may require additional verification before dispatch. Weekends, public holidays, high-demand periods, address issues and courier disruptions may affect delivery times. We will contact you if a significant change affects your order.

Shipping charges

Shipping charges, if any, are displayed before you confirm and pay for your order. Large or heavy appliances may require special handling and may have different delivery charges or conditions. Any additional charge requiring your approval will be disclosed before fulfillment.

Order confirmation and tracking

After placing an order, you should receive confirmation using the contact information supplied at checkout. If tracking information is available from the courier, we will provide it when the order is dispatched. You may also contact us with your order number for an update.

Delivery and receiving your order

Please provide an accurate address and an available phone number. Check the outer packaging and the product when you receive it. If a package arrives visibly damaged, or an item is missing or incorrect, contact us as soon as possible with your order number and any relevant photos. This does not affect your rights under applicable consumer protection law.

Unsuccessful delivery

If delivery cannot be completed because the address or contact details are incorrect, our team or the courier may contact you to arrange another attempt. Any applicable costs will be explained before a new attempt is confirmed, subject to your legal rights.

Questions

For shipping questions, contact us through our Contact Us page and include your order number. Please review the delivery estimate and final shipping charge shown at checkout before completing your purchase.

Returns, Exchanges & Refunds Policy

At First Mobile Store, we respect your rights under Egyptian consumer protection law and aim to resolve return requests clearly and fairly.

Change-of-mind returns: 14 days

Customers generally have the right to return or exchange eligible products within 14 days of receipt without giving a reason and without bearing expenses, subject to the exceptions provided by applicable Egyptian law. Legal exceptions include products that cannot be restored to their original condition due to their nature or packaging, products that are no longer in their original sale condition for reasons attributable to the customer, certain custom-made goods and other categories specified by law. Opening a package does not, by itself, automatically eliminate statutory rights.

Defective or non-conforming products: 30 days

If a product is defective, does not match the agreed specifications, or is not suitable for the agreed purpose, you may request a replacement or return and refund within 30 days of receipt, as provided by Egyptian consumer protection law. Eligible statutory defect claims are handled without additional cost to the consumer. This does not limit rights under a valid warranty or any more favorable legal protection.

How to request a return or exchange

1. Contact us through the Contact Us page and provide your order number, product name and reason for the request.
2. For damage, malfunction or an incorrect item, include a short explanation and photos or video if available.
3. We will explain the next step for collection or return and confirm the appropriate return destination. Do not send products to an address that has not been confirmed for returns.
4. Retain your invoice, accessories, included gifts and packaging where reasonably possible to help us identify and examine the product. We will not impose requirements that remove your statutory rights.

Refunds

Once a return is validated under applicable law, refunds are made using the original payment method where practicable or another lawful agreed method when the original method cannot receive a refund. For statutory defective-product claims, the supplier's applicable legal deadline will be respected. Any additional time required by a bank or payment provider for funds to appear is outside the store's direct control.

Return costs

We do not charge return, replacement or refund costs where Egyptian consumer law requires the process to be free of charge. For any other situation, we will explain a proposed arrangement before you proceed and will never apply charges that unlawfully restrict consumer rights.

Important notes

Discounted products, smartphones, accessories and appliances remain subject to statutory consumer rights. Warranty matters after the initial return period are handled under the product's applicable warranty and Egyptian law. If there is a dispute, customers may contact the Egyptian Consumer Protection Agency (hotline 19588).

For help with a return, visit our Contact Us page.