Return and Exchange Policy – Il Viaggio Group

At Il Viaggio Group, we always strive to ensure customer satisfaction. If you face any issue with your order, we are happy to assist you in accordance with the following policy:

Return and Exchange Conditions

  1. Returns or exchanges can be requested within 14 days of receiving the order, provided that the product is in its original condition with all tags and packaging intact.
  2. Proof of purchase (invoice) must be presented to process any return or exchange.
  3. Accessories: Products classified as accessories cannot be returned or exchanged.

Return or Exchange Procedures

  1. Contact our Customer Service Team via email or the available phone numbers.
  2. Provide your order number and phone number.
  3. Specify the reason for the return or exchange and identify the product you wish to exchange.
  4. In case of damage to the product or if the product does not match the order (wrong size, color, or design), please provide a detailed explanation and clear photos of the issue within two days of receiving the order.
  5. Shipping Costs:
    • Il Viaggio Group will cover shipping costs if the product is damaged or incorrect.
    • If the return or exchange is for other reasons, the customer will bear the full shipping costs.
  6. If an issue arises with the product after use, you can contact us and send a detailed explanation and photos of the problem as soon as it appears.
  7. If the product requires a quality inspection, it will be received and reviewed by our Quality Control Department. You will be informed of the appropriate action within 48 hours of the product arriving at our premises.

Notes on Promotional Offers

  • If the order was part of a promotional offer and the return or exchange violates the terms of the offer, the offer will be canceled.

Processing and Delivery Times

  • Replacement orders will be delivered within 2 to 5 business days.
  • Return and exchange requests are processed within 48 business hours.

Refund Methods

  1. Cash Payments: Refunds will be processed through electronic wallets (e.g., Vodafone Cash).
  2. Card Payments: Refunds will be issued back to your bank account.

Contact Us

For any inquiries regarding returns or exchanges, please reach out to us via:

Working Days: Saturday to Thursday
Working Hours: 10 AM to 6 PM (Cairo Time)

We are here to serve you and ensure a seamless shopping experience with Il Viaggio Group.