If something goes wrong

Most orders arrive and nothing here applies. But the time to read this is before you order, not after something has happened, so here it is plainly.

You change your mind

Before we buy it: cancel freely, full refund. There is a button on your order. Everything you have paid comes back, with no deduction.

After we have bought it: the order stands. At that point we own an item purchased for you on the strength of your acceptance, and it cannot be cancelled in your account. If something has genuinely changed, message us — the answer is sometimes still yes, particularly if the shop will take it back. It is simply not automatic any more.

Your order page tells you which side of that line you are on, and the status update "Purchased" is the moment it moves.

It is out of stock, or we cannot buy it

Sometimes the shop sells out between your accepting a price and our buying it. Sale weekends are the common case.

You get everything you have paid back within five business days, with no deduction of payment fees — or account credit if you prefer it. We are not obliged to find you a more expensive replacement, and we will not quietly buy a different version and hope you do not notice. We tell you, and you decide what you want to do.

It arrives damaged, or it is the wrong thing

Tell us at delivery, or within 48 hours.

Damage that happened before it reached you is our responsibility, not yours — that is part of what carrying the risk means. So is our sending the wrong item. Keep the packaging, send us a photograph, and we will sort it.

What we cannot fix is a change of mind about a thing that arrived exactly as ordered: the right item, the right colour, the size you asked for. Returning something to America is not practical from here, which is why these guides push so hard on getting sizes and variants right before ordering — see buying shoes and sneakers for where that matters most.

Customs takes longer than expected

The cost is ours either way. A fixed price is fixed: if customs assesses higher than we expected, that is our loss and never a bill at your door.

Time is different, because nobody can promise it. If something is held longer than usual you will hear from us rather than be left wondering, and if it cannot come through at all, you get everything back within five business days.

The exchange rate moves, or the shop raises its price

Also ours. The price we quote is honoured while it is displayed and once you have accepted it. Between your accepting and our buying, any movement in the American price or the exchange rate is ours to absorb. That is the difference between a quote and an estimate.

Quotes are valid for seven days for the same reason — beyond that the risk stops being reasonable to carry, and we would rather give you a fresh number than a stale one.

How refunds actually come back

To the way you paid, where that is possible; otherwise by transfer to an account or wallet you tell us. Within five business days, with no payment-provider fees deducted. If you would rather hold it as account credit for a future order, you can.

The case where the answer is no

If you ask us for something we should not bring in — restricted, or misdescribed to make it easier — we will decline and tell you why. That is not us being difficult. A category described wrongly is how a fixed price stops being fixed and how a problem becomes yours instead of ours.

We would rather lose the order.

Who you are talking to

A person, every time. There is no queue system and no ticket number: the same team that priced your order is the one that answers when something is wrong. If you would rather talk it through than type it, message us and someone will pick it up.

If you want to understand the money side first, how to pay from Egypt sets out the two payments and what confirms an order.