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What is your Return Policy and Procedure?

• We always aim to satisfy our customers’ needs and expectations. If for any reason you are not satisfied with your order, You may request a return within 14 days of purchase by contacting Customer Service and submitting a return request, provided that the item is in its original condition and unused. Returns are accepted within 30 days only in cases of manufacturing defects.
• Returned items will be collected by a courier representative from the shipping company.

How does the exchange process work?

• If your order value is EGP 2,500 or more, you are eligible for free shipping. You may also exchange items by contacting Customer Service and paying the exchange shipping fees.
• For exchange requests on orders valued at EGP 2,500 or more, the item will be collected from you via the shipping company. Once the returned items are inspected and confirmed to be in their original condition, a new order will be shipped separately, with shipping fees applied.
• Exchanges are processed by returning the original item and placing a new order separately, if the order value is less than EGP 2,500.

What is your Refund Process?

Refunds for returned items will be issued to your e-wallet if the payment was made in cash, or via the original payment method if another method was used. Shipping fees will be deducted from the refunded amount after inspection and confirmation that the item is in its original condition.

How can I track my returned item?

Once we receive your returned items, you will be informed by either email or SMS immediately.

I cannot see the refund in my bank account. What should I do?

We make sure all refunds to all our customers are processed immediately once confirmed. If you haven't received your refund within 21 days, please check with your bank first. If you still haven't received your refund, please contact our Customer Care Center or email us at info@tomatostores.com.

Can I cancel my order?

• Yes! Orders can be cancelled by calling our Customer Service Center and providing them with your order number and contact details.

Can I reorder the items I previously cancelled?

• You can place a new order of the items of your choice at any time as long as they are in stock. If they are out of stock, you can choose the 'Notify When Available' option.