Shipping and Delivery Policy
Effective date: [Placeholder: effective date]
The Arabic text is the authoritative text and this English text is a translation of it.
1. In short
- Stocked pieces arrive within 2–4 working days in Cairo and Giza, and within 7 working days at most in other governorates.
- Made-to-order pieces have a lead time shown on the product page, and we confirm their delivery date in writing.
- Delivery is free on orders of EGP 3,000 or more.
- Every shipment is insured at our cost.
- We confirm every order on WhatsApp within 2 hours.
2. The three delivery lanes
| Lane | Pieces | Areas | Timing |
|---|---|---|---|
| Express | Stocked pieces | Cairo and Giza | Leave our storage within 24–48 hours of confirmation and arrive within 2–4 working days |
| Nationwide | Stocked pieces | Other governorates | Arrive within 7 working days at most |
| White-glove delivery | Pieces from The Statement Edit, and orders totalling more than EGP 10,000 | Cairo and Giza | Delivered by our team on a date we agree with you on WhatsApp: within 2–4 working days for stocked pieces, counted as in section 4, and after the lead time for made-to-order pieces |
- Installation with white-glove delivery is free only with pieces from The Statement Edit. Other pieces in this lane are delivered by our team without installation, unless you ask for installation as an add-on where it is offered (section 10).
- Orders totalling more than EGP 10,000 outside Cairo and Giza travel insured with our courier in the nationwide lane, and the balance after the deposit is paid in the way we agree with you in the confirmation. If the piece is large, we agree with you how it will be delivered before you pay the deposit.
3. Governorates, timing and delivery fees
| Area | Governorates | Timing for stocked pieces | Delivery fee on orders under EGP 3,000 |
|---|---|---|---|
| Cairo and Giza | Cairo and Giza governorates, including New Cairo, Nasr City, Maadi, Sheikh Zayed and 6th of October | 2–4 working days | EGP 75 [Proposed — master-plan decision 11, not yet approved] |
| Other governorates | Alexandria; Qalyubia, including Obour and Shubra El-Kheima; the Delta, Canal and Upper Egypt governorates; the Red Sea; South and North Sinai; Matrouh; and the New Valley | 7 working days at most | EGP 120 [Proposed — master-plan decision 11, not yet approved] |
- Delivery is free to every governorate when the order total is EGP 3,000 or more.
- The delivery fee and the expected date for your area are shown before you pay.
- If your area is far from our couriers' routes, even inside Cairo or Giza, the checkout shows its real timing before you pay. If your area is not covered, we tell you before you pay and suggest an alternative on WhatsApp.
- Installation fees are separate from delivery fees (section 10).
4. When the clock starts
- Timing is counted in working days from the WhatsApp confirmation. For orders totalling more than EGP 10,000, it starts when the deposit arrives.
- Working day: Saturday to Thursday, excluding official public holidays in Egypt.
- Stocked pieces leave our storage within 24–48 hours of confirmation. Orders we confirm before [Placeholder: same-day dispatch cutoff] on a working day leave the same day.
- The delivery times in this policy apply to stocked pieces only.
5. Made-to-order pieces
- We order these pieces from the workshop or supplier after your order is confirmed, so their lead time is shown on the product page and before you pay.
- We confirm the expected delivery date in writing in the confirmation message.
- If your order combines stocked and made-to-order pieces, we agree with you in the confirmation whether to deliver them together or in two shipments. If we split the order ourselves, you pay no extra delivery fee.
6. Confirmation and tracking
- We confirm every order in writing on WhatsApp within 2 hours of it being placed during working hours (Saturday to Thursday, 11:00–21:00). An order placed outside those hours is confirmed within the first 2 hours of the next working day.
- The confirmation lists the items, the total, the payment method, the address with its landmark and the expected delivery date.
- When your order leaves our storage, we send you the tracking link on WhatsApp. You can also track it on the "Track your order" page with your order number and mobile number.
- A video of your piece before dispatch. [Proposed — master-plan decision 5, not yet approved] On every order totalling more than EGP 10,000, we send you a short WhatsApp video of your own piece, lit, before we dispatch it.
7. Receiving your order
- The courier calls you before arriving.
- The courier does not allow the parcel to be opened before payment, because opening glass and metal pieces at the door puts them at risk of breaking. Your rights after delivery are fully protected: you have 14 days to return the piece free of charge without giving a reason, 30 days to have a defective or non-conforming piece, including one damaged in transit, replaced or refunded, and then Fanosia's 3-year warranty. If you report transit damage within 48 hours, you get the replacement on the fast track (section 9).
- Check the outside of the box before you accept it. If damage is visible, photograph the box before opening it, or refuse it and tell us straight away on WhatsApp, and we send a replacement.
- If the courier cannot reach you, we contact you on WhatsApp to set a new time.
8. Packaging and insurance
- Every piece is packed as fragile goods: a double-wall carton, foam and bubble wrap.
- Every shipment is insured at our cost. The piece remains our responsibility until you receive it, and we handle any claim with the courier.
9. Damage in transit
If a piece arrives damaged in transit, tell us within 48 hours of receiving it, on WhatsApp or at care@fanosia.com, with a photograph of the piece and the box. We send a replacement first, or refund you if you prefer, under the Returns and Refunds Policy. You pay nothing.
The 48 hours are the fast track: a replacement first, and we handle the claim with the courier. If you find the damage after that, you do not lose your rights: we handle it under the rule for defective or non-conforming pieces within 30 days of receipt, and after that under the warranty.
10. Fanosia Install
| Areas | Cairo and Giza |
| Free | With pieces from The Statement Edit; the product page says so |
| Optional service | For some chandeliers, at EGP 350–600 depending on the piece; the price is shown on the product page and before you pay |
| Appointment | Agreed with you on WhatsApp |
What the installation team does:
- Arrives in the agreed slot.
- Protects floors and furniture in the work area.
- Assembles the piece, hangs it and connects it.
- Tests every bulb.
- Cleans up before leaving.
- Photographs the installed piece, if you allow it.
Scope of the service: the service covers installing the piece and connecting it to an existing electrical point. If the installation needs other work, such as new wiring or reinforcing the ceiling, the team tells you before starting, and that work is not part of the service.
The installation team works on our behalf, and its work is covered by Fanosia's 3-year warranty. Damage caused by installation carried out by anyone else is not covered by the warranty.
Outside Cairo and Giza: Fanosia Install is not yet available. If you order a piece from The Statement Edit for another governorate, we tell you before confirming how it will be delivered and whether installation is available.
11. If your order will be late
If your order will miss the date we confirmed, we contact you before the date passes, with the reason and the new date. You may wait, or cancel the order and receive everything you paid within 72 hours.
12. Contact us
Saturday to Thursday, 11:00–21:00. On Fridays you receive an automatic reply, and we answer on the next working day.
- WhatsApp [Placeholder: WhatsApp number]: first reply within 2 working hours.
- Instagram and Facebook messages: first reply within 4 hours.
- Email care@fanosia.com: first reply within 1 working day.