Refund policy
We want you to love what you ordered from DIDO. If something isn't right, here is exactly what to do.
Report within 24 hours of receiving your order
This is the most important rule. If you want to exchange an item, return an item, or report a faulty, damaged or wrong item, you must message us on WhatsApp at 01203222243 within 24 hours of receiving your order.
- When the 24 hours start: from the moment the courier hands you your order.
- Where to report: on WhatsApp only, at 01203222243. We can't count reports sent by email, on social media or in a store.
- What to send: your order number, your name, the item or items concerned, and what you need: an exchange (and for which size, colour or piece), a return and refund, or a description of what is wrong with the item.
- What happens next: we reply on WhatsApp to confirm your request and arrange a courier pickup.
- After the 24 hours: we can't accept the request. This applies to exchanges, returns, and faulty or wrong items alike.
Check your package when it arrives
You are welcome to open and inspect your package when it arrives. Check the items, sizes, colours and condition straight away. If anything is wrong, or you want to exchange or return something, message us on WhatsApp at 01203222243 right away. The 24 hours start when you receive your order, so please don't wait.
Faulty, damaged or wrong items
If your item arrives faulty or damaged, or isn't what you ordered, you must message us on WhatsApp at 01203222243 within 24 hours of receiving your order. Please report it as soon as you open your package. We'll collect it free of charge and offer you a replacement, an exchange or a full refund, including the delivery fee. We can't accept faulty or wrong item reports after the 24 hours.
Exchanges
If you report within 24 hours on WhatsApp, you can exchange an item for another size, colour or piece. The exchange can be completed within 14 days of delivery. If the new piece costs more, you pay the difference. If it costs less, we refund the difference.
Returns and refunds
If you report within 24 hours on WhatsApp, full-price items can be returned for a refund. The return can be completed within 14 days of delivery.
Refunds are sent within 7 working days after we receive and inspect the returned item:
- Card payments are refunded to the same card. Your bank may take a few extra days to show the refund.
- Cash on delivery orders are refunded by InstaPay or mobile wallet.
The original delivery fee is not refunded, unless the item was faulty or we sent the wrong one.
Condition of returned items
To be accepted for exchange or refund, items must be unworn and unwashed, with the original tags attached. Please have your order number ready.
Sale items
Sale items can be exchanged, but they can't be refunded unless they are faulty. The same rule applies: you must report on WhatsApp within 24 hours of receiving your order.
How it works, step by step
- Receive your order and inspect your package.
- Message us on WhatsApp at 01203222243 within 24 hours, with your order number and what you need.
- We confirm your request on WhatsApp and arrange a courier pickup anywhere in Egypt.
- We inspect the returned item, then send your exchange or refund.
Returns and exchanges are handled online only. There are no returns at our stores. If you changed your mind, the courier fee is our standard delivery fee for your area (LE 90 to LE 125). It is deducted from your refund or paid with your exchange. Pickups for faulty or wrong items are free.
Questions?
Message us on WhatsApp at 01203222243.