Frequently Asked Questions

Every item we sell is bought from an official brand store or an authorized retailer in one of seven countries: Turkey, Germany, the USA, Spain, Italy, France, or the UK. Our team buys in several ways — through the brand's online stores, in-person at the brand's physical locations, and through our trusted store agents. Buying in person matters: when an item is sold out online but still on the shelves in store, our team can still secure it for you. We do not buy from grey-market suppliers or third-party online marketplaces.

It means we act on your behalf rather than selling from our own local stock. When you place an order, you are authorizing us to buy that specific item from an official store abroad, import it through proper commercial channels, and deliver it to your address. The item is purchased for you personally — which is also how we and our service partners handle customs end-to-end. The full legal arrangement is in our Terms of Service.

Because it comes from the same place you would buy it if you walked into the brand's store yourself. Our team buys in-person from official brand stores and authorized retailers, and every order passes a 4-point inspection before dispatch. We don't make post-purchase authentication claims — trust is built into the sourcing chain, starting at the official retail shelf.

Before your order leaves us, we confirm four things: (1) right item — the model, color, and size match your order exactly; (2) condition — no defects, no damage from transit to our warehouse; (3) order completeness — for multi-item orders, all items grouped and sealed together for a single shipment; (4) transit-safe repackaging — we add protective outer packaging for the international leg.

Yes. Every item we sell is brand-new, current-season inventory bought fresh from official brand stores and authorized retailers. We do not sell pre-owned, vintage, or second-hand pieces. The item our team picks up for your order is the same piece you saw on the product page.

Most premium international brands either don't ship to Egypt at all, or ship duty-unpaid — meaning the courier will collect customs at your door, often more than the item itself. Our team operates in 7 countries, buys at the local retail price, and we and our service partners handle everything end-to-end — sourcing, international shipping, customs, and delivery — for the single price you saw at checkout. That is one of the gaps we fill.

We've been operating as a buying agent for premium international brands for four years, serving thousands of customers across Egypt and beyond.

We allocate a portion of every sale to support children in need. This commitment is structural — built into how we price and run the business since we launched. It's not a campaign; it's how we operate.

Yes. The price you see at checkout includes the item, our sourcing and service fee, international shipping, customs handling, and delivery to your address. There are no additional charges when the courier arrives.

The brand's listed price is retail-only — it does not include international shipping, customs duties, or any logistics handling. Our price covers all of it: our team physically sources the item abroad, we and our service partners handle customs in full, and trusted couriers deliver to your address. For most pieces, the all-in cost compares favorably to what you would pay if you attempted to import independently — once you add the customs and shipping you would otherwise be billed for at the door.

Customs duties and clearance are part of what we and our service partners handle — they are factored into the price before you pay. When the courier arrives at your address, no additional payment is required. If a customs issue ever arises on a specific shipment, we will notify you.

We'll notify you and refund the full amount to your original payment method — no fees deducted. This occasionally happens when a brand sells out between the time you order and the time our team reaches the store. For multi-item orders, available items ship as normal and the missing item is refunded immediately.

You receive a full refund — the entire amount you paid, with nothing deducted. Report the issue once you receive the order with clear photos, return the item to us in the condition you received it, and we issue the refund to your original payment method once we've inspected it. Full details on our Shipping & Returns page.

Economy shipping typically takes 15–30 business days from order to door; express shipping cuts the international leg to 6–15 business days. Your order moves through three stages: Stage 1 — brand store to our overseas warehouse (2 to 15 business days depending on how quickly the brand processes the order); Stage 2 — international shipping to Egypt (6–15 business days express, 15–30 economy); Stage 3 — local delivery to your address via Bosta and trusted couriers. Your checkout shows the estimated range for the shipping option you select. Some orders may take longer due to brand processing delays, shipping-company schedules, or customs procedures — these are outside our direct control, and we'll notify you if your order is affected.

Express shipping cuts the international leg to 6–15 business days. Economy shipping takes 15–30 business days for the same leg. Both options are shown at checkout with their costs. For time-sensitive purchases — a trip, a gift, an event — we recommend express.

Yes. We ship to multiple countries — select your country at checkout and the shipping fee and estimated timeline appear automatically. If your country isn't listed, contact our concierge on WhatsApp and we'll confirm whether we can serve your address.

You'll receive a tracking link by email when your order ships locally. You can also follow your order's status anytime from the Orders section in your account. For updates or any questions, you can also reach our shopping agent through the Best Brands chat assistant on the platform.

Cancellations are accepted within 6 hours of placing your order, provided we have not yet purchased the item abroad. After 6 hours — or if our team already bought your item within that window — the item has been purchased from the brand store specifically for you, and the order is final. During Black Friday and sale periods, our team purchases items immediately, so cancellation is not possible in those windows.

Egyptian customs authorities have the right to open packages for inspection. If your shipment arrives with re-sealed or inspected packaging, that is a normal customs procedure and does not indicate anything wrong with the item inside. Normally, your order will arrive in our own sealed packaging. Inspect the item itself — if you find a defect or any issue with the piece, photograph it immediately and contact us.

Bosta and our trusted courier partners deliver to addresses across every governorate in Egypt. Delivery time varies by location. Once your order arrives in Egypt and the local shipping company receives it, they send you a tracking link with the estimated arrival date for your specific address.

We accept returns in three specific cases: when an item arrives with a manufacturing defect, is different from what you ordered, or is not original. In any of these cases, you have 14 days from delivery to raise the return, and you receive a full refund — the entire amount you paid, with nothing deducted. Because we buy directly from official brand stores and authorized retailers, these cases are rare — but when they happen, we make it right. All other sales are final, since each item is purchased from the brand store specifically for your order.

A defect is a fault present in the item when it reaches you — a broken seam, a non-functioning zip, a missing button or piece of hardware, or a clear discrepancy from the product listing (wrong color, mismatched specifications). Normal wear after use does not qualify. If you're unsure, photograph the issue and send it to us — we'll assess it within one business day.

If the model, color, or size is different from what you ordered, contact us immediately with clear photos. This is a fully covered case — full refund of everything you paid, no deductions, and we arrange the pickup at no cost to you.

Contact us immediately with clear photos. We take every such report seriously. Per Terms §4.6, confirming a non-original item requires a written technical report from an official brand store — but send us the photos first and we'll guide you through the steps. If the item is confirmed wrong, you receive a full refund of everything you paid.

Reach us through the Best Brands chat assistant on the platform, on WhatsApp, or by email to Return@bestbrands-eg.com. Share your order number, a short description of the issue, and clear photos. Our team reviews each case within one business day. If approved, we arrange the pickup at no cost to you. Recording a brief unboxing video when your order arrives is the simplest evidence we accept.

Once we receive and inspect the returned item, we process the refund within 1–2 business days on our side. The refund then takes 4–14 business days to appear in your account, depending on your bank or payment provider.

Yes. For hygiene reasons, underwear, lingerie, swimwear, socks, perfumes, and cosmetics cannot be returned or exchanged — this applies even if the original packaging is intact. The product page flags these items so you know before purchase.

We don't offer change-of-mind exchanges or size exchanges. Each item is purchased specifically for your order from the brand store — once bought, the brand cannot take it back. This is why our concierge team on WhatsApp will help you confirm size, fit, and color before you place the order. Five minutes on WhatsApp is the difference between the right piece and the wrong one.

We accept Visa, Mastercard, and Meeza cards through trusted payment gateways like Fawry, Paymob, Moyasar and others — all are PCI-DSS compliant. We also accept digital wallets and cash on delivery in select governorates (shown automatically at checkout if your address qualifies). Your card details are never stored on our servers — every transaction runs through the gateway directly.

Yes. Checkout is secured with TLS encryption end-to-end. Card transactions are handled entirely by Paymob and Fawry, who are licensed by the Central Bank of Egypt and certified PCI-DSS compliant — we do not see, handle, or store raw card numbers. You'll see HTTPS and a padlock icon throughout checkout.

Yes, through Sympl BNPL without interest, or through select Visa/Mastercard installment plans via many banks. The available plans and number of installments depend on your card's issuing bank or Sympl's eligibility check. If installments are available for your order, the option appears automatically at checkout — no extra paperwork required.

Yes. Enter your code in the discount field at checkout. One code applies per order, and codes have their own validity periods and minimum-order thresholds. Codes cannot be exchanged for cash and can't be stacked with each other.

Your store wallet holds two types of balance. Promotional credit — issued as goodwill or a campaign reward — can be used toward purchases but cannot be withdrawn. Refunded balance — from approved returns or cancellations — can be used toward purchases or withdrawn to your bank account (typically 4–14 business days). Both balances are visible in the Wallet section of your account.

Every product page includes a size guide specific to that brand and item. We recommend measuring yourself and using the centimeter measurements in the guide rather than relying on your usual label size — European sizing varies between brands, and a 38 from one house fits differently from a 38 at another.

We source directly from Turkey, Germany, the USA, Spain, Italy, France, and the UK — so sizes follow EU, UK, US, or brand-specific conventions. Our size guides include conversion charts in centimeters for each region. For brands with proprietary sizing — common with Zara and Massimo Dutti, where the same label number can fit differently across collections — we note this in the guide. Use the measurement chart, not the label.

Yes. Reach our concierge team through the Best Brands chat assistant on the platform, on WhatsApp, or by email — share the product link and your measurements (chest, waist, hip, inseam, height). We'll advise on the best size, flag any fit quirks specific to that item, and confirm availability. We would rather spend five minutes on this conversation than have you receive something that doesn't fit.

Most brands we carry use EU shoe sizing. Our size guides include EU-to-UK, EU-to-US, and regional conversion tables. For leather shoes, we generally recommend sizing up if you are between EU sizes — leather softens with wear and a snug fit at purchase will loosen. Trainers and casual footwear tend to run true to size. Item-specific notes are in the size guide tab on each shoe listing.

We advise you to take the bigger size — but you can also contact our concierge before ordering for an item-specific recommendation. Share the product link and your specific measurements; we look at the brand's typical fit for that item and give you a specific answer, not generic 'size up' advice. Since each item is purchased specifically for your order from the brand store, this five-minute conversation saves you from a wrong fit.

Select Sign In at the top of any page, then choose Create Account. You'll need a valid email address and a password. Once registered, you can track orders, save items to your wishlist, manage delivery addresses, and access membership benefits. Registration is free and takes under a minute.

Our concierge team is available through the Best Brands chat assistant on the platform, on WhatsApp, and by email — for pre-purchase advice, size guidance, product sourcing requests, and order questions. All customers receive a same-day response during business hours. Premium and Elite members receive priority response times. For booked styling sessions or sourcing requests, visit the Concierge section in your account.

Yes. Add items to your wishlist from any product page using the heart icon. For sold-out items, tap the Notify Me button on the product page — you'll get an email the moment the item returns to availability. Because our sourcing model is limited-run, popular pieces don't always restock; when you receive a notification, act promptly.

Best Brands has Explorer (free), Premium, and Elite tiers. Premium and Elite members receive shipping benefits on qualifying orders, priority concierge access, extended wishlist storage, and additional perks. Visit the Membership page for the full tier comparison and current pricing.