Last updated: 4 September 2026
Effective date: 5 September 2026
We want you to feel confident when shopping with Dliners. This policy explains how returns and refunds are handled for purchases made through dliners.com.
Nothing in this policy limits any mandatory rights available to consumers under Egyptian law.
1. Change-of-Mind Returns
Subject to the conditions and exceptions below, you may request a return within 14 calendar days of receiving your order.
To qualify, the product must be:
- Unworn, unused and unwashed
- In its original condition
- Returned with all original tags, labels, and packaging attached
- Free from stains, marks, odours, makeup, deodorant, perfume, damage or alteration
- Returned with its original packaging and any included accessories
- Accompanied by the order number or other proof of purchase
You may carefully try on clothing to assess its size and fit. Products showing evidence of use beyond what is reasonably necessary to inspect them may not qualify for a change-of-mind return.
2. Defective, Damaged or Incorrect Products
If a product is defective, damaged, incorrect or materially different from its advertised description, please contact Dliners as soon as reasonably possible.
Eligible defective, damaged, incorrect or non-conforming products may be returned for a refund within 30 calendar days of receipt, subject to applicable Egyptian law.
Dliners may ask for:
- Your order number
- A description of the problem
- Clear photographs of the product, packaging and delivery label
- Any other information reasonably necessary to assess the request
If the product qualifies, Dliners will provide an appropriate remedy, which may include repair where suitable, refund or another remedy required by applicable law, in accordance with applicable law and product availability.
Dliners will cover reasonable return or replacement delivery costs where the product is confirmed to be defective, damaged, incorrect or non-conforming.
3. Products That Cannot Be Returned for Change of Mind
Subject to mandatory consumer rights, a change-of-mind return may not be accepted for:
- Products that have been worn, washed, damaged or altered
- Products without their original tags or labels
- Products marked by makeup, deodorant, perfume, bodily fluids or other substances
- Personalised or custom-made products
- Products sold as final sale where this was clearly disclosed before purchase
- Sealed products that are unsuitable for return for health or hygiene reasons once their seal has been opened
- Socks or similar hygiene-sensitive products once opened or tried on
- Products supplied as part of a set if the complete set is not returned
A product advertised and sold as a set must normally be returned as a complete set, including all pieces and accessories.
These exclusions do not remove your rights where a product is defective, damaged, incorrect or does not conform to its description.
4. Requesting a return
To submit a request:
- Visit the Request a Return page or access the available return option through My Account.
- Provide your order number and the email address or mobile number used for the order.
- Select the product and explain the reason for the request.
- Upload photographs if the product is defective, damaged or incorrect.
- Wait for return instructions before sending the product.
You may also contact Customer Care:
Email: customersupport@dliners.com
Operating hours: Sunday–Thursday, 09:00–17:00
Submitting a request does not automatically guarantee approval. Dliners will review the request against this policy and applicable law.
Do not send a product to the registered business address unless Dliners has specifically instructed you to do so.
5. Return Collection and Delivery Charges
For an approved change-of-mind return or size exchange, the customer may be responsible for the applicable collection and redelivery charges. These charges will be communicated before the return is completed.
Dliners will cover reasonable delivery costs when the return results from a confirmed defect, damaged product, incorrect product or other failure by Dliners.
Original delivery charges may not be refundable for a change-of-mind return, except where required by law or where the complete order is cancelled under an applicable statutory right.
6. Inspection of Returned Products
Returned products will be inspected after receipt.
Dliners may decline a change-of-mind return or reduce the refundable amount where legally permitted if the product:
- Shows evidence of wear, washing or misuse
- Is damaged after delivery
- Has missing tags, packaging, components or accessories
- Is not the product originally supplied
- Does not satisfy the conditions stated in this policy
If a return is not accepted, Dliners will contact you and explain the reason. Arrangements and any applicable cost for sending the product back to you will be communicated.
Inspection at delivery is encouraged, but failing to inspect the parcel in front of the courier does not remove any mandatory consumer rights.
7. Different Sizes or Colours
We do not currently offer exchanges. If you need a different size or colour, request an eligible return and refund, then place a new order.
8. Refunds
Once an eligible return has been received and approved, Dliners will initiate the refund using the original payment method where reasonably possible.
Refunds for card, mobile-wallet, bank instalment or buy-now-pay-later transactions may be processed through the relevant payment or financing provider. The time required for the amount to appear may depend on that provider or the customer’s bank.
For cash-on-delivery orders, Dliners may request appropriate bank-account or mobile-wallet details to issue the refund through an agreed lawful method.
Delivery charges, cash-on-delivery fees, collection charges and financing fees will be handled according to the reason for the return, the relevant provider’s rules and applicable law.
Dliners is not responsible for processing delays caused solely by a bank, card issuer, wallet or financing provider after the refund has been correctly initiated, but we will provide reasonable assistance where needed.
9. Promotional Purchases and Gifts
Products purchased using a discount or promotional code will normally be refunded based on the amount actually paid.
If a promotion required the purchase of multiple products, returning part of the order may affect the discount or promotional benefit where this was clearly disclosed.
Complimentary gifts supplied as part of a promotion may need to be returned with the qualifying purchase. If the gift is not returned, its disclosed value may be deducted where legally permitted.
10. Missing Products or Delivery Problems
If your parcel arrives with a missing product, visible damage or signs of tampering, contact Customer Care as soon as reasonably possible.
Please retain:
- The product and packaging
- The delivery label
- The invoice or receipt
- Photographs showing the condition of the parcel
We will investigate the issue with the courier and provide an appropriate remedy where the claim is confirmed.
11. Order Cancellations
Contact Customer Care promptly if you wish to cancel or amend an order.
Cancellation or amendment cannot be guaranteed after payment processing, packing or dispatch has started. If the order has already been dispatched, it may need to be handled as a return and applicable collection or delivery charges may apply, subject to your legal rights.
12. Contact and Complaints
If you have a question or complaint concerning a return, refund, please contact:
Dliners General Trading, trading as “Dliners”
Email: customersupport@dliners.com
Operating hours: Sunday–Thursday, 09:00–17:00
Please include your order number and relevant supporting information.
13. Changes to This Policy
Dliners may update this policy when its services, delivery arrangements or legal obligations change.
The version applicable to an order will generally be the version available when that order was placed, unless a later change provides greater rights or is required by law.
Refusing delivery and return shipping charges
If you refuse your order at delivery or hand it back to the courier because you changed your mind or the size does not suit you, you are responsible for the standard shipping charge applicable to your address. Standard return shipping charges still apply even if the original delivery was free or waived as a membership gift. This does not apply to defective or incorrect goods or an error by DLiners, and does not limit your statutory rights.